topic Re: Can't activate Smart Benefits in Offers & Add-ons

Can't activate Smart Benefits

Killuminati — Sun, 29 Jan 2023 10:53:11 GMT

I recently renewed my contract (in-store) and have have three smart benefits available to me which were also chosen in-store. I received text messages for all three saying they were ready to be activated along with a link to do so e.g ee.co.uk/xbox.

However when I follow the link (using Chrome on desktop), after SMS authentication and clicking activate, I get a popup messaging saying "Please try activating again, Something went wrong, please close this window and try again". I can also confirm that all three benefits show in my account Inclusive extras and are listed as active.

I have tried:

Following other articles where other have had the same problem
Clearing cookies and trying again
Waiting 24 hours
Trying from another browser (Safari)
Trying from another computer
Trying from an Incognito window in Chrome

All with the same outcome. Any ideas? Wait times for customer service on the phone are long at the moment.

Thanks,

Re: Can't activate Smart Benefits

Christopher_G — Sun, 29 Jan 2023 12:47:39 GMT

Hi @Killuminati

Welcome to the community.

It sounds like you've tried everything we'd usually recommend here. Are there any other devices or browsers you could try it on?

Chris

Re: Can't activate Smart Benefits

Killuminati — Sun, 29 Jan 2023 12:50:53 GMT

Hi @Christopher_G I've tried it on a 2019 Macbook Pro using Safari and Chrome and a Windows PC using Chrome and Edge. Also looked in the app on my iphone 12 pro which just shows that the benefits are active.

Thanks,

Re: Can't activate Smart Benefits

Christopher_G — Sun, 29 Jan 2023 12:56:10 GMT

OK thanks @Killuminati.

In that case, I'd definitely recommend speaking with our Mobile Care team so they can look into this for you.

Chris

Re: Can't activate Smart Benefits

Killuminati — Sun, 29 Jan 2023 12:58:55 GMT

Progress - I just tried again using Edge browser on Windows 11 and it seems to have worked. However it gave me a 1 month subscription for xbox gamepass ultimate. Is this expected as I have a 12 month contract? If so - do I need to repeat this process every month?

Thanks,

Re: Can't activate Smart Benefits

Christopher_G — Sun, 29 Jan 2023 13:02:47 GMT

Ah that's great, @Killuminati. 🙂

No, you don't have to do it every month. It will show as a 1 month plan but rolls on for 12 months.

Chris

Re: Can't activate Smart Benefits

Killuminati — Sun, 29 Jan 2023 13:03:32 GMT

Perfect, thank you!