topic Re: Pack error in Pay as you go

Pack error

Lennie222 — Thu, 21 Sep 2023 18:57:48 GMT

Hello

I have a EE SIM card that I use every time that I'm in the UK.

But now when I'm in Sweden and trying to buy a Pack. I just get an payment error

Sorry, something went wrong and we can't complete your request right now. Please try again later.

Any ideas to why I can't add a pack to my SIM card?

Cheers

Re: Pack error

XRaySpeX — Thu, 21 Sep 2023 19:42:26 GMT

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

Re: Pack error

Lennie222 — Thu, 21 Sep 2023 19:51:47 GMT

It's been been a few months since I last use it. But I manage to top it up with £10 credit. So I would guess that the SIM card is still active?

Re: Pack error

XRaySpeX — Thu, 21 Sep 2023 20:02:36 GMT

Not if it's already gone into hibernation.

Re: Pack error

Lennie222 — Thu, 21 Sep 2023 20:05:36 GMT

OK, guess I'll have to buy a new SIM upon arriving in the UK.

Many thanks 🙂

Re: Pack error

XRaySpeX — Thu, 21 Sep 2023 20:15:58 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.

Re: Pack error

Leanne_T — Fri, 22 Sep 2023 06:34:57 GMT

Hi @Lennie222

Thanks for coming to the community.

If the SIM is in hibernation, you can call us on +44 7953 966 250 and the team will check the account and see if this can be reinstated for you 🙂

Leanne.