topic Re: Top up error in Pay as you go

Top up error

g178 — Tue, 07 May 2024 09:05:18 GMT

Hi,

I cannot top up my pay as you go number as when I type my number on the page 'Make a payment', it says 'some errors have occurred'. I have not used the number for a while as I live abroad. I am worried perhaps the number is not working any longer.

How could I top up or recover my phone number if the 'Make a payment' page is not working? (A similar thing happened before and someone helped me to recover the number but I forgot how..)

Thanks.

Re: Top up error

XRaySpeX — Tue, 07 May 2024 10:15:48 GMT

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.

Re: Top up error

g178 — Wed, 08 May 2024 09:57:38 GMT

Hi,

Thanks for your comment.

I did not use it for more than a year. Is there any way to reactivate the number?

When I came across the same situation last time (I did not use the number for a year also.) someone told me to contact EE to reactivate by paying for a pay as you go. My memory is very vague and don't remember where I called..

Thanks.

Re: Top up error

Leanne_T — Wed, 08 May 2024 11:37:18 GMT

Hi @g178

Thanks for coming here.

Please see our Why Has My Top Credit Run Out? Help page for full details and contact information for the pay as you go team 🙂

Leanne.

Re: Top up error

XRaySpeX — Wed, 08 May 2024 13:01:50 GMT

As it's been inactive for over 9 months you can't get it back. You would need to get a new PAYG SIM.