topic Re: No Option to Top Up via the App in Archived Posts

No Option to Top Up via the App

LouisaBrown — Tue, 28 Sep 2021 08:31:02 GMT

Usually I top up my mobile each month by manually adding £10 via the app. I don't want to set up a recurring top up.

The option to add funds via the app appears to have gone.

The link from the first page after you log in just says to set up a recurring top up, which it has done for some time.

However, the top up and credit page, which I can normally top up is saying I have to go to EE Online. This is a hassle to do on a mobile phone so I will have to resort to topping up via text (assuming that is still working!)

Is this an issue with the app or a permanent (and inconvenient) change?

The cynic in me is glad I always top up right after my pack renews so I didn't get this annoyance at the last minute, where I would then miss the renewal while trying to fix this and be forced onto one of the new, and in my case very downgraded, new packs.

Re: No Option to Top Up via the App

Jon_K — Tue, 28 Sep 2021 10:17:47 GMT

Hi @LouisaBrown.

When were you last able to top-up through the app?

Have you tried using Fast Top-Up?

Jon

Re: No Option to Top Up via the App

LouisaBrown — Tue, 28 Sep 2021 10:21:59 GMT

I last topped up through the app on 27 August 2021.

I am not sure what Fast Top-Up is.

I used to top up by text until the app allowed top-ups, and then I have always used the app.

Re: No Option to Top Up via the App

Jon_K — Tue, 28 Sep 2021 11:05:32 GMT

Thanks @LouisaBrown.

You can find all information on Fast Top-up on the help page in this link.

Can you give it a try and let me know if you're able to do it?

Jon

Re: No Option to Top Up via the App

XRaySpeX — Tue, 28 Sep 2021 12:02:47 GMT

@LouisaBrown : Try using Fast Top Up online with a UK bank card.

Re: No Option to Top Up via the App

LouisaBrown — Tue, 28 Sep 2021 12:18:15 GMT

Sorry, I am not being clear. I am able to top up online and did so earlier.

I just want to know why I can no longer use my preferred method, via the app, which is, for me a lot quicker and more convenient than going online. The app allowed me to open it with finger print ID, choose menu, top up and credit, and then just add money with my saved card.

Now it just has an option to Top up at My EE online, which this morning wouldn't even log me in, logged me out for too many attempts, then for a failure on the are you a real person code, then I had to reset my password, which I will no doubt have forgotten again in another month's time.

So my question is, is it a permanent change to the app, or is it some sort of fault my app has that needs to be fixed?

Re: No Option to Top Up via the App

Jewels57 — Tue, 28 Sep 2021 12:24:38 GMT

So im guessing the app isn't working for me to top up im getting nowhere with ee

Re: No Option to Top Up via the App

Katie_B — Tue, 28 Sep 2021 13:35:29 GMT

Hi @LouisaBrown.

Thanks for letting us know you have been able to top up online.

Have you tried deleting your app and re-installing it?

I would recommend ensuring you are using the latest version of the app.

Please be sure to pop back and let me know,

Katie 🙂

Re: No Option to Top Up via the App

Katie_B — Tue, 28 Sep 2021 13:37:52 GMT

Hello @Jewels57.

Thanks for coming to the community.

Do you usually top up via the app?

Is the option to top up not showing?

Please provide more information so I can help further.

Katie 🙂

Re: No Option to Top Up via the App

354- — Tue, 28 Sep 2021 15:57:51 GMT

@LouisaBrown - Take a look at this posted item's screenshot; do you mean this dashboard from within the MyEE app?

https://community.ee.co.uk/t5/My-EE-app-and-website/My-EE-let-us-know-what-needs-to-be-fixed/m-p/1079185#M28828

I can only guess there is still "work in progress" for that section of the app. There use to be a function to select how much you wanted to top up, £10, £15, 20, etc and also a label description of 5 pounds a minimum for top up.

Re: No Option to Top Up via the App

LouisaBrown — Tue, 28 Sep 2021 17:12:36 GMT

Yes, that is exactly what is missing from my app too. No way to top up via the app, only to get directed to the website.

In answer to @Katie_B I haven't uninstalled and reinstalled the app but I did check if it needed updating before I tried anything else. It didn't need updating.

Re: No Option to Top Up via the App

Jewels57 — Tue, 28 Sep 2021 19:14:20 GMT

Its been saying there's a problem try later.
I always top up via my ee app
Regards
Julie

Re: No Option to Top Up via the App

Jon_K — Wed, 29 Sep 2021 07:49:21 GMT

Thanks @LouisaBrown.

I'd recommend getting in touch with our Customer Care team so they can check to make sure your account is set up correctly.

They will be able to help you further with this.

Jon

Re: No Option to Top Up via the App

354- — Fri, 01 Oct 2021 15:38:30 GMT

Maybe it will be restored in the future versions; beyond 4.58 (Android).