topic Re: Help！ in Pay as you go

Help！

Sakura007 — Sat, 22 Apr 2023 08:22:37 GMT

My PAYG card can only receive text messages overseas, but cannot send text messages or make calls. I have recharged 5 pounds, how to solve it?

Re: Help！

Chris_B — Sat, 22 Apr 2023 08:57:38 GMT

@Sakura007 Where about’s are you ? And has that £5 purchased a pack ?

Re: Help！

Sakura007 — Sat, 22 Apr 2023 10:06:03 GMT

In China, the package has been canceled.

Re: Help！

Leanne_T — Sat, 22 Apr 2023 11:21:22 GMT

Hi @Sakura007

Does your account show in credit or has the £5 been used for the pack?

You can check this in your My EE app.

Leanne.

Re: Help！

Sakura007 — Sat, 22 Apr 2023 11:33:57 GMT

In the credit, the package has been canceled before recharging

Re: Help！

Leanne_T — Sat, 22 Apr 2023 11:57:38 GMT

Thanks @Sakura007

Can you make calls?

Did you use the SIM card in the UK before travelling to China?

Leanne.

Re: Help！

Sakura007 — Sat, 22 Apr 2023 12:10:23 GMT

Can't make phone calls, haven't used it before going to China.

Re: Help！

Leanne_T — Sat, 22 Apr 2023 12:13:46 GMT

Thanks @Sakura007

The SIM card would need to be used on the EE network by making a call or sending a text whilst in the UK before it can be used on a roaming network.

Leanne.

Re: Help！

Sakura007 — Sat, 22 Apr 2023 12:43:39 GMT

I didn't know this rule before, and I won't be returning to the UK in a short time. Is there any other way to solve it?

Re: Help！

Leanne_T — Sat, 22 Apr 2023 13:03:24 GMT

Hi @Sakura007

Sorry this would not activate until this is used on the EE network. Once you are back in the UK this will work for you.

Leanne.

Re: Help！

XRaySpeX — Sat, 22 Apr 2023 14:28:17 GMT

The £5 pack is an old pack. When did you get this SIM? When did you last use it for a chargeable action?

Re: Help！

Sakura007 — Sun, 23 Apr 2023 08:03:02 GMT

Is the £15 package cancelled, does it need to be activated in the UK to roam?

Re: Help！

Chris_B — Sun, 23 Apr 2023 08:11:15 GMT

@Sakura007 In order to use an EE sim abroad you have to of used that sim in the UK first as the sim has to activate and used in the UK and that can only happen when connected to the EE network. You can not do this when connected to a roaming network and there is nothing that can be done to resolve this while you’re not in the UK.