topic Re: Friends and family code not working in Offers & Add-ons

Friends and family code not working

Hannahjade89 — Mon, 03 Oct 2022 08:53:41 GMT

Please help I am at my witts end, I have a friends and family discount code from a friend who works at BT.

The code is vaild, I have checked the T&C and it is valid for all new plans and upgrades.

I am trying to upgrade my line to the iPhone 14 Pro, 256gb, at 25gb data a month.

But I get an error message saying

"This code is not vaild with your current selection. Please make sure you meet all the conditions of this promotion"

I have tried talking to the live chat people and they have been unable to help, there doesnt seem much point going into a store as it has to be used at ee.co.uk.

Any help would be amazing.

@Christopher_G I saw you help someone on this before and wondered if you could help me

Re: Friends and family code not working

Leanne_T — Mon, 03 Oct 2022 12:57:21 GMT

Hi @Hannahjade89

Thanks for coming here.

I've sent you a private message with some extra steps to try.

Leanne.

Re: Friends and family code not working

BradRose — Mon, 03 Oct 2022 15:02:30 GMT

Hi Leanne,

I'm also having the same issue, any chance you could help resolve please?

Thankyou!

Re: Friends and family code not working

louisarmstrong9 — Mon, 03 Oct 2022 18:42:44 GMT

Hi leanne,

i am also having this issue could you help please?

Re: Friends and family code not working

Christopher_G — Tue, 04 Oct 2022 07:08:45 GMT

Morning @BradRose and @louisarmstrong9.

I've sent you both a private message with some instructions.

Could you give it a go for me please?

Thanks

Chris

Re: Friends and family code not working

Emmacw1991 — Tue, 04 Oct 2022 14:17:24 GMT

Hi Chris,

please can you also help me as I am having issues with a FandF code!

thanks 🙂

Re: Friends and family code not working

Christopher_G — Tue, 04 Oct 2022 14:32:53 GMT

Hi @Emmacw1991

Could you try these steps please?

1. Make sure you're accepting 'all cookies' if prompted when using ee.co.uk otherwise the voucher codes will fail.
2. Delete cache and cookies from your browser.
3. Try typing the voucher code, rather than using copy/paste.
4. If you've previously entered the voucher and clicked 'Back' on the browser, the next time you enter the voucher again it fails. If you enter a random word in the voucher field/box, delete it and then try adding the voucher code again it should work.
5. Make sure you have not selected a 'Good as New' deal, these are not eligible.
6. Have you selected a special deal, such as a 'Trade In' deal? try selecting another phone or plan to see if the code then works.
7. Vouchers only work on handset and SIMO, they will not work on other products such as tablets and watches etc.
8. Try using an alternative internet browser to access ee.co.uk like Firefox.

Thanks.

Chris

Re: Friends and family code not working

Zoe116 — Wed, 05 Oct 2022 11:41:06 GMT

I have tried all of these steps numerous times and still no luck. I have been trying for weeks now to get a sim only and constantly get the ‘this code is not valid message’ 😫

Re: Friends and family code not working

Christopher_G — Wed, 05 Oct 2022 12:40:49 GMT

Are you upgrading or is it a new connection, @Zoe116?

Chris

Re: Friends and family code not working

Sav7 — Thu, 06 Oct 2022 15:08:21 GMT

Hi Chris I'm having the same issue.

Work for EE and gave a code to my uncle which doesn't seem to work. Tried handsets deals and sim deals

Re: Friends and family code not working

Zoe116 — Thu, 06 Oct 2022 17:41:11 GMT

Hi Chris

I’m not currently with EE so it’s a new connection

Re: Friends and family code not working

Christopher_G — Fri, 07 Oct 2022 07:11:43 GMT

Hi @Sav7

Thanks for getting in touch.

You should be able to raise a form through the intranet and our Family and Friends team will look into this for you.

Chris

Re: Friends and family code not working

Christopher_G — Fri, 07 Oct 2022 07:12:47 GMT

OK, thanks @Zoe116.

Are you able to see if your friend/family member are able to give you a different code to try?

Chris

Re: Friends and family code not working

Waynerc67 — Fri, 07 Oct 2022 08:22:13 GMT

I also have the same error message. I have called 150 and they can't help. This is very frustrating when I am trying to give EE my money!!

Please provide a solution.

Thanks

Re: Friends and family code not working

Christopher_G — Fri, 07 Oct 2022 08:22:53 GMT

Morning, @Waynerc67

Did you follow all of the steps I listed above?

Chris

Re: Friends and family code not working

Waynerc67 — Fri, 07 Oct 2022 08:35:41 GMT

Yep. I even used Firefox, tried another plan, typed in the code not cut'n'paste, and I am still getting the same error message.

Re: Friends and family code not working

Christopher_G — Fri, 07 Oct 2022 08:38:57 GMT

OK, thanks @Waynerc67

I would recommend asking your friend or family member to raise this internally with our Family and Friends team.

Hopefully they can get this sorted for you.

Chris

Re: Friends and family code not working

Waynerc67 — Fri, 07 Oct 2022 08:40:30 GMT

Thanks. Do you have contact details for Family and Friends team?

Re: Friends and family code not working

Christopher_G — Fri, 07 Oct 2022 09:10:54 GMT

Your friend/family member can contact them through our intranet, @Waynerc67.

Chris

Re: Friends and family code not working

Christopher_G — Fri, 07 Oct 2022 11:19:25 GMT

Hi @Zoe116, @Sav7 and @Waynerc67.

Could you all please make sure that you follow the steps in step 4 please. I've just spoken to another user who confirmed that following that step fixed it for them:

4. If you've previously entered the voucher and clicked 'Back' on the browser, the next time you enter the voucher again it fails. If you enter a random word in the voucher field/box, delete it and then try adding the voucher code again it should work.

Chris