topic Credit not showing in Pay as you go

Credit not showing

Saffira — Tue, 28 Mar 2023 11:05:46 GMT

Hello,

I bought a pack with Pay as you Go sim card about a week ago, the sim card is now in my phone and the number transfer has been completed yesterday.
However the credit says £0 although my debit card has been credited £15.
How do I activate the pack I bought?

Re: Credit not showing

Saffira — Tue, 28 Mar 2023 11:03:56 GMT

Hello,

Re: Credit not showing

Saffira — Tue, 28 Mar 2023 11:05:32 GMT

sorry I posted this in the wrong location, please ignore.

Re: Credit not showing

Northerner — Tue, 28 Mar 2023 11:20:59 GMT

Hi @Saffira

Try restarting your device.

Then text BA to 150. What does it say?

Thanks

Re: Credit not showing

Saffira — Tue, 28 Mar 2023 11:24:26 GMT

Your current balance as of today 12:23 is £0.00. For more info on your packs, add-ons or free boosts, go to MyEE. ee.co.uk/myee For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

Re: Credit not showing

Saffira — Tue, 28 Mar 2023 11:26:08 GMT

This is

This is what happens when I log into my account

Re: Credit not showing

Northerner — Tue, 28 Mar 2023 11:29:11 GMT

Hi @Saffira

Did you buy the credit on your old number, same as your account did you register this on your old number?

Thanks

Re: Credit not showing

Saffira — Tue, 28 Mar 2023 11:31:25 GMT

I bought the credit as a sim card pack on the website, it wasn't linked to my old number yet as I did a number transfer. My account is linked to my old number as I've been with EE before.

Re: Credit not showing

Katie_B — Tue, 28 Mar 2023 12:59:42 GMT

Hi @Saffira.

If your old number was no longer with EE you won't be able to sign in to your old My EE account.

Our customer care team will be able to look into this further please give us a call on 0800 079 8586 free from any landline or provider.

Katie

Re: Credit not showing

Saffira — Tue, 28 Mar 2023 13:19:06 GMT

I figured that would be the case, so I created a new account and linked it to the number which still didn't help.

I had to top up again as I really need mobile data during the week so hopefully can get a refund sorted for the first credit that was never activated.

Re: Credit not showing

Katie_B — Tue, 28 Mar 2023 13:33:35 GMT

Hi @Saffira.

Sorry to hear you have had to top up again, please give us a call on 150 and our team will be happy to help.

Katie