topic I've topped up but my pack hasn't renewed, How do I sort it? in Pay as you go

I've topped up but my pack hasn't renewed, How do I sort it?

Sajid1 — Thu, 19 Sep 2019 09:06:08 GMT

My pack was due to renew today, so I've topped up this morning but it is just showing as credit and not renewing my pack. How do I sort it?

Re: I've topped up but my pack hasn't renewed, How do I sort it?

Twirl58 — Thu, 19 Sep 2019 07:37:27 GMT

I have plenty of credit on my phone but I am getting the message that my pack cannot be renewed because of lack of funds. Just a glitch I expect but am wondering how long it will take to resolve.

Re: I've topped up but my pack hasn't renewed, How do I sort it?

beario — Thu, 19 Sep 2019 09:07:20 GMT

My husband's talk and text pack hasn't renewed either and he's just spent loads of money texting me cos he didn't realised each text was costing 15p! Tried topping up but still not renewed. This is so frustrating and I can't phone EE without it costing 25p per minute as we are on PAYG! Sort it out EE and credit my husband's account for all the texts you've charged us for this morning!

Re: I've topped up but my pack hasn't renewed, How do I sort it?

Leanne_T — Thu, 19 Sep 2019 11:33:16 GMT

Hello there @beario @Sajid1 @Twirl58

I have sent you all a private message on here to get some details.

Leanne.

Re: I've topped up but my pack hasn't renewed, How do I sort it?

Twirl58 — Thu, 19 Sep 2019 11:37:14 GMT

All sorted now thankfully 🙂

Re: I've topped up but my pack hasn't renewed, How do I sort it?

Leanne_T — Thu, 19 Sep 2019 12:58:45 GMT

Hi @Twirl58

Thanks for coming back and letting us know 🙂

Have a great day.

Leanne.

Re: I've topped up but my pack hasn't renewed, How do I sort it?

smile-lamia — Thu, 24 Oct 2019 11:08:10 GMT

Same things happens with me today. Why my pack is not renewed?

Re: I've topped up but my pack hasn't renewed, How do I sort it?

James_B — Thu, 24 Oct 2019 11:15:14 GMT

Hi @smile-lamia,

Welcome to the EE Community. 🙂

Do you have sufficient credit for your pack to renew?

Thanks

James

Re: I've topped up but my pack hasn't renewed, How do I sort it?

mickport — Mon, 28 Oct 2019 01:50:30 GMT

I am having this issue today. Topped up 3½ hours ago, got text message confirming it, but pack hasn't renewed at midnight. Massively inconvenient as I need my phone for work. Obviously can't contact ee via phone as closed till 8am

Re: I've topped up but my pack hasn't renewed, How do I sort it?

James_B — Mon, 28 Oct 2019 07:26:11 GMT

Hi @mickport,

Welcome back to the EE Community. 🙂

I'm sorry to hear your pack hasn't renewed.

Have you tried texting NOW to 150?

Thanks

James

Re: I've topped up but my pack hasn't renewed, How do I sort it?

mickport — Mon, 28 Oct 2019 10:52:03 GMT

Hi James

Thanks for the reply. I had tried that earlier (along with pretty much every other text I could send to 150) but it just said I didn't have enough credit.

I urgenty had to contact someone ½ an hour ago so that used some of my credit, I topped up by £5 to get my balance back above the cost of my pack & somehow that triggered the pack to renew.

So, it's fixed.. but a bit unhappy that it cost me £5 (and several hours off work last night)

Thanks,

Mick

Re: I've topped up but my pack hasn't renewed, How do I sort it?

Leanne_T — Mon, 28 Oct 2019 13:02:37 GMT

Hi @mickport

Thanks for coming back to us and letting us know you have fixed this.

Let us know if you need anything further.

Leanne.

Re: I've topped up but my pack hasn't renewed, How do I sort it?

Kat73 — Sat, 13 Nov 2021 09:50:27 GMT

Hi,

I topped up yesterday with a different card and for some reason the money has come out of my account but not gone through as my actual credit. The money shows on my ee account on the app so I don’t know what to do.

Re: I've topped up but my pack hasn't renewed, How do I sort it?

Jon_K — Sat, 13 Nov 2021 12:32:06 GMT

Hi @Kat73.

Welcome to the community.

Can you text BALANCE to 150 and let us know the result?

Have you bought a pack using your credit?

Jon

Re: I've topped up but my pack hasn't renewed, How do I sort it?

J3333333 — Thu, 02 Jun 2022 07:52:10 GMT

Hi,

I'm having the same problem. I added 10 ponds for my 5 ponds pack a day before the deadline but my pack hasn't renewed. If I text BALANCE, it says I've got 10 ponds. If I text NOW, it says I need to add credit. Please, help.

Thanks.

Re: I've topped up but my pack hasn't renewed, How do I sort it?

Katie_B — Thu, 02 Jun 2022 08:07:39 GMT

Hello @J3333333.

Welcome to the EE Community.

What date was your pack due to renew?

When you log in to your My EE does anything show?

Katie 🙂

Re: I've topped up but my pack hasn't renewed, How do I sort it?

XRaySpeX — Thu, 02 Jun 2022 22:35:56 GMT

@J3333333 : Which £5 pack do you have? Is it a monthly pack or a weekly pack?

Re: I've topped up but my pack hasn't renewed, How do I sort it?

K12345 — Thu, 09 Jun 2022 16:32:04 GMT

I topped up successfully, received a confirmation email but nothing via text nor on my EE account. Please advise.

Re: I've topped up but my pack hasn't renewed, How do I sort it?

XRaySpeX — Thu, 09 Jun 2022 16:34:39 GMT

@K12345 : What does texting AL to 150 from it fully report verbatim (it is free)?

Re: I've topped up but my pack hasn't renewed, How do I sort it?

Basil7274 — Sun, 23 Oct 2022 10:01:37 GMT

I topped up £10 yesterday. Got the conformation text and my balance is £10 on the app, yet it hasn't renewed my pack?