topic Re: Esim no longer working "We don't recognise this number, please try again" in Archived Posts

Esim no longer working "We don't recognise this number, please try again"

Naomileigh — Thu, 18 Mar 2021 13:38:32 GMT

Hello All,

I am currently abroad for I don't know how long, and I need my UK number for all sorts of banking and other UK business things.

Therefore I usually use my EE Esim, I got locked out of my paypal account today and it tried to send a verification code to my EE number...unsuccessfully.

I tried to log into my EE account and it asked me to register a device....I thought this was weird as I already had the account working, I entered my phone number anyway but it told me "we don't recognise this number, please try again"

So now I am locked out of my accounts and have no UK phone number to access them.....I also can not use skype to call so is there any other suggestions of how I can get my phone number back please.

EE has no online chat service....honestly the worst provider, but here we are.

Appreciate any help, thank you.

Naomi

Re: Esim no longer working "We don't recognise this number, please try again"

Leanne_T — Thu, 18 Mar 2021 14:57:45 GMT

Hi there @Naomileigh

Welcome to the community.

Was the number on pay as you go or pay monthly?

Do you have signal on the EE SIM?

Thanks 🙂

Leanne.

Re: Esim no longer working "We don't recognise this number, please try again"

Naomileigh — Thu, 18 Mar 2021 14:59:36 GMT

Pay as you go.

I was getting signal, I received a message earlier this week.
But today nothing at all, I also tried to connect manually to a network and none of them gave me signal.

Re: Esim no longer working "We don't recognise this number, please try again"

Leanne_T — Thu, 18 Mar 2021 15:18:39 GMT

Thanks @Naomileigh

When was the last time you made one of the below chargeable activities?

Voice and data usage. This includes making calls, sending text messages and picture messages, retrieving a voicemail, and using data that is not within your pack or add-on.
Topping up your account.
Buying a pack or an add-on.

Calls, texts and data usage made using your allowance from your pack do not count towards a chargeable activity.

Any of the chargeable activities can be made in the UK and abroad to keep the account active.

Leanne.

Re: Esim no longer working "We don't recognise this number, please try again"

Naomileigh — Thu, 18 Mar 2021 15:24:07 GMT

I really have no idea when the last time would be...Maybe in September.

Re: Esim no longer working "We don't recognise this number, please try again"

Leanne_T — Thu, 18 Mar 2021 15:31:17 GMT

It sounds like your account has gone into hibernation @Naomileigh

To get this looked into you would need to call our Pay as you go Care team from another phone on +44 7953 966 250, they will be able to check your account for you.

Leanne.

Re: Esim no longer working "We don't recognise this number, please try again"

XRaySpeX — Thu, 18 Mar 2021 19:58:18 GMT

You can't have an eSIM on EE PAYG. Did you switch from contract to PAYG? If, so, that's the reason an eSIM no longer works.