topic Re: Plan won't renew despite having credit in Pay as you go

Plan won't renew despite having credit

JezzaSL — Tue, 21 Nov 2023 08:50:04 GMT

Hello!

I'm on a pay as you go plan. I put credit in last night, but now this morning it hasn't renewed. I've tried texting NOW to 150, and it just says that I need credit, but when I text AL to 150 it confirms that I have a balance of more than I need to renew it. What can I do?

Re: Plan won't renew despite having credit

Christopher_G — Tue, 21 Nov 2023 11:03:17 GMT

Hi @JezzaSL

When you text AL to 150, does it say you have an active pack allowances?

Chris

Re: Plan won't renew despite having credit

JezzaSL — Tue, 21 Nov 2023 11:36:15 GMT

Hi Chris,

No, it doesn't mention anything about an active pack allowance, just my current balance.

Jeremy

Re: Plan won't renew despite having credit

Christopher_G — Tue, 21 Nov 2023 13:04:31 GMT

Could you post exactly what it says on the reply message when you text AL to 150 please, @JezzaSL

Chris

Re: Plan won't renew despite having credit

JezzaSL — Tue, 21 Nov 2023 13:43:45 GMT

Of course!

Your current balance as of today 13:40 is £30.00. Your last top up was £30.00 on 20/11/2023 at 22:33. For more info on your packs, add-ons or free boosts, go to the EE app or ee.co.uk

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

That's all it says. Hope this helps!

Jeremy

Re: Plan won't renew despite having credit

k4j — Tue, 21 Nov 2023 14:09:26 GMT

This has been the exact same problem for me today with my £15 pack.

Re: Plan won't renew despite having credit

Christopher_G — Tue, 21 Nov 2023 14:17:21 GMT

Have you tried changing your pack with the text code on our 'Get Help by Texting 150 on Pay As You Go?' help page, @JezzaSL

Chris

Re: Plan won't renew despite having credit

JezzaSL — Tue, 21 Nov 2023 14:32:23 GMT

I got the reply of

To buy your £15 Pack again, simply top up £15 and your pack will start automatically

But the pack didn't actually start

Re: Plan won't renew despite having credit

Christopher_G — Tue, 21 Nov 2023 14:43:30 GMT

It could be worth having a chat with our Mobile Care team so they can check everything from our side for you, @JezzaSL

Chris

Re: Plan won't renew despite having credit

JezzaSL — Tue, 21 Nov 2023 15:38:07 GMT

Okay, thank you for your help! Sorry for the bother!

Re: Plan won't renew despite having credit

Christopher_G — Tue, 21 Nov 2023 15:52:02 GMT

Not at all, @JezzaSL. Hope you get sorted. 🙂

Chris

Re: Plan won't renew despite having credit

XRaySpeX — Tue, 21 Nov 2023 21:51:41 GMT

As your pack didn't auto renew, you need to buy it again manually. Text PACK15 to 150.