topic Re: 20% off offer doesn't work. Error: "Sorry, that voucher’s not valid" in Offers & Add-ons

20% off offer doesn't work. Error: "Sorry, that voucher’s not valid"

jsharps85 — Tue, 03 Jan 2023 20:17:29 GMT

I have been offered a 20% discount through my employer via one of your partners, Perks at work

I am a new "personal" customer (I have never had a personal plan), though I previously had a business account through my last job that is no longer in use by me.

I am accessing the website as a new user -- I am not logged in. When I open an entirely new Chrome window and navigate to https://shop.ee.co.uk/sim-only with no VPN in use, and choose the plan "Essential SIM Unlimited Max" (which is 31 GBP/month and has no discount on it at all), then I get to the checkout and apply my discount code and get this error: "Sorry, that voucher’s not valid".

Any ideas how I can proceed? I want to use EE as my provider, but I'm not going to pay full price when I have an offer that should very well work.

Re: 20% off offer doesn't work. Error: "Sorry, that voucher’s not valid"

Christopher_G — Wed, 04 Jan 2023 08:48:49 GMT

Hi @jsharps85.

This is the first time that I've heard of Perks at Work. Is your employer registered for our EE Perk Discount?

Chris

Re: 20% off offer doesn't work. Error: "Sorry, that voucher’s not valid"

jsharps85 — Wed, 04 Jan 2023 15:16:35 GMT

Hi @Christopher_G ,

I don't believe they are registered with EE Perk Discount since when I tried to sign up, I never received the email to verify my account.

I did call customer service yesterday and the agent was able to help me -- they did see that the promo code I was trying to use should be valid, and they weren't sure why code didn't work on the website. They confirmed that the plan I was trying to purchase should be eligible for the discount. As the code is "online only", they could not use it directly to sign me up, but found a way to get me the same discount by phone using a different code.

I believe there is some sort of issue with your promo code validation, as it seems that a handful of codes that should be valid do not work on checkout. I had a similar issue using a discount code from TOTUM. No matter what I put in my basket, the code did not work on checkout.

It is probably worth looking into your end. Luckily, the customer service agent I spoke to was extremely helpful and found a way forward for me.

Re: 20% off offer doesn't work. Error: "Sorry, that voucher’s not valid"

Christopher_G — Wed, 04 Jan 2023 15:23:27 GMT

Thanks for coming back to let us know, @jsharps85.

I'm glad our customer service team were able to help you get the discount and for you thoughts on the reason why this was happening. We'll look into it.

Chris