topic £0 Balance event though I have top up in Pay as you go

£0 Balance event though I have top up

belrem — Wed, 02 Nov 2022 07:59:46 GMT

I have top up to renew my £30 pack but I did that on the date of auto renewal, so now I see a balance of £0 in my account as well as all the allowances in 0. Although, when I text BALANCE it states I have 800GB remaining for my pack. I'm confused, please help.

Thank you in advance.

Re: £0 Balance event though I have top up

Chris_B — Wed, 02 Nov 2022 08:25:24 GMT

@belrem Try restarting your device to refresh the line.

Re: £0 Balance event though I have top up

Leanne_T — Wed, 02 Nov 2022 11:08:07 GMT

Hi @belrem

Thanks for coming here.

Could you add a screenshot of the allowances showing as zero in the My EE app?

Do you have the same if you log into your My EE account online?

Leanne 🙂

Re: £0 Balance event though I have top up

belrem — Wed, 02 Nov 2022 15:14:07 GMT

Hi Leanne,

Yes, I see the same in My EE account website as well as in the app. Here are the screenshot showing that:

Re: £0 Balance event though I have top up

belrem — Wed, 02 Nov 2022 15:16:01 GMT

It didn't work 😞

Re: £0 Balance event though I have top up

Leanne_T — Wed, 02 Nov 2022 15:30:11 GMT

Does the correct allowance show for calls and texts if you text BALANCE to 150? @belrem

Leanne.

Re: £0 Balance event though I have top up

belrem — Wed, 02 Nov 2022 16:46:37 GMT

This is the message I received:

Your current balance as of today 16:41 is £0.00. You have unlimited minutes, unlimited texts and 799.8GB remaining until 03/12/2022 for your £30 Pack. Your remaining data includes 99.8GB of rolled over data. Your last top up was £30.00 on 02/11/2022 at 07:12.

I don't really understand why I have a balance of £0 after having done a top up this morning.
Belen.

Re: £0 Balance event though I have top up

XRaySpeX — Wed, 02 Nov 2022 16:49:42 GMT

Always believe the 150 Text Service over the online MyEE over the app.