topic Re: Top up from abroad. in Pay as you go

Top up from abroad.

chrisjmat — Sat, 04 May 2024 17:29:25 GMT

Hi,

They have just removed my balance of 12.40, despite making text messages every 3 months from the US.

I tried to top up using a UK card but they wanted to confirm payment, but as I had no balance could not receive the call!

topped up using a US card, balance shows 10, but still cannot use text.

how can I get the 12.40 back and start using my phone again.

Frustrating.

Thanks

Chris

Re: Top up from abroad.

Christopher_G — Sun, 05 May 2024 06:50:50 GMT

Hi @chrisjmat

Welcome to the community.

I'm sorry to hear that you're having these problems. The best thing to do is to speak with our Mobile Care team. There's an international number on our contact us page, or you could use a VoIP service, such as Skype, to call.

Chris

Re: Top up from abroad.

XRaySpeX — Sun, 05 May 2024 10:43:20 GMT

@chrisjmat : Sounds like your PAYG SIM has gone into hibernation.

When did you last make 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.