topic Re: EE VOUCHER via RECHARGE.COM in Pay as you go

EE VOUCHER via RECHARGE.COM

eliebejj — Mon, 04 Nov 2024 09:27:34 GMT

Hello,

I bought a voucher via recharge.com for my EE SIM CARD PAY AS U GO. where to put the voucher code?

Re: EE VOUCHER via RECHARGE.COM

Peter_W — Mon, 04 Nov 2024 11:30:18 GMT

Welcome to the EE Community 👋

If you have a Top-up voucher, the quickest way to redeem this will be to send a text to 150 with VO, followed by a space, followed by the 16-digit voucher number.

If you check out our top-up page here, this will give you all the details you need.

Peter

Re: EE VOUCHER via RECHARGE.COM

eliebejj — Mon, 04 Nov 2024 13:24:22 GMT

Hi Peter,

Thank you for your response.

The issue I’m facing is that I purchased the card from Beirut, Lebanon. Previously, I had a similar situation with a Three SIM card, and their customer service advised me to recharge it for the first time through recharge.com, which worked well. I tried the same approach with EE, using a voucher this time. However, when I attempted to recharge via text using the code starting with 150 and V0, it didn’t work.

Re: EE VOUCHER via RECHARGE.COM

Peter_W — Mon, 04 Nov 2024 13:32:17 GMT

Thanks for explaining there @eliebejj.

Are you still in Beirut at the moment, or are you here in the UK?

Just to be sure as well, is it VO or V0 that you sent here? It's needs to be VO, as if you used a zero then this won't be accpted.

Peter

Re: EE VOUCHER via RECHARGE.COM

eliebejj — Mon, 04 Nov 2024 14:37:36 GMT

Dear Peter,

Thank you for your assistance. I am based in Beirut and will look into this today.

Thank you so much

Re: EE VOUCHER via RECHARGE.COM

Peter_W — Mon, 04 Nov 2024 14:44:35 GMT

Thanks, @eliebejj.

When were you last in the UK, and did you use this SIM to make a call before you returned to Lebanon?

I'm just checking to make sure your SIM is still active as it should be 😊

Peter

Re: EE VOUCHER via RECHARGE.COM

eliebejj — Mon, 04 Nov 2024 15:42:20 GMT

I visited Derby in the winter of 2018 for my brother-in-law's wedding. During my trip, i purchased a SIM card to use locally, but unfortunately, I have since lost it.

Re: EE VOUCHER via RECHARGE.COM

Christopher_G — Mon, 04 Nov 2024 16:51:41 GMT

When was the last time you used the SIM card, @eliebejj?

It's possible that the SIM has gone into hibernation. Are you looking for a replacement SIM card as well?

Chris

Re: EE VOUCHER via RECHARGE.COM

eliebejj — Mon, 04 Nov 2024 17:44:47 GMT

Hi Christopher,

I've lost my old SIM card and don’t have it anymore

Re: EE VOUCHER via RECHARGE.COM

Christopher_G — Mon, 04 Nov 2024 17:59:01 GMT

You need an active SIM card in order to top it up, @eliebejj

If you haven't used it for a chargeable call or text in the last nine months, the SIM card would have been deactivated and the number recycled. You'd need to get a new SIM with a new number.

Chris

Re: EE VOUCHER via RECHARGE.COM

eliebejj — Tue, 05 Nov 2024 13:39:20 GMT

Dear Christopher,

how to check if the sim card has been disable or not?

Re: EE VOUCHER via RECHARGE.COM

Christopher_G — Tue, 05 Nov 2024 13:44:13 GMT

It's hard to tell, if you don't have the SIM card, @eliebejj

You could call our Mobile Care team. They'd be able to check your account. If you haven't used the phone for chargeable activity in the last nine months, it's likely that it has been disconnected.

Chris

Re: EE VOUCHER via RECHARGE.COM

eliebejj — Tue, 05 Nov 2024 14:16:09 GMT

Dear Christopher,

i have the number with the card (pin & puk number)

Re: EE VOUCHER via RECHARGE.COM

Christopher_G — Tue, 05 Nov 2024 14:31:35 GMT

I think it's going to be best to speak with our Mobile Care team, @eliebejj

They'll be able to locate the account and check the status for you.

Hope you get sorted.

Chris

Re: EE VOUCHER via RECHARGE.COM

eliebejj — Tue, 05 Nov 2024 15:03:18 GMT

Dear,

I've tried multiple times to access the live chat for customer service from the web and app, but it’s always unavailable. I'm unable to call from Lebanon to the UK

Re: EE VOUCHER via RECHARGE.COM

Leanne_T — Tue, 05 Nov 2024 16:39:40 GMT

Hi there @eliebejj

Sorry the message us chat option will only show for pay monthly customers in the EE app, this is not available for pay as you go.

You would need to call us from any other phone and the the team will have full account access to help you further.

Leanne.

Re: EE VOUCHER via RECHARGE.COM

eliebejj — Tue, 05 Nov 2024 17:55:50 GMT

Dear Leanne,

I'm unable to call from Lebanon to the UK.

do you have any other options?

Thank you

Re: EE VOUCHER via RECHARGE.COM

Leanne_T — Tue, 05 Nov 2024 17:57:44 GMT

Hi @eliebejj

Sorry we have no account access on the community, if you would like to check if the account is still active you would need to call us.

Leanne.

Re: EE VOUCHER via RECHARGE.COM

Chris_B — Tue, 05 Nov 2024 18:47:11 GMT

@eliebejj If you having used it since 2018/9 it will be deactivated and the number will have gone to be recycled. You can not get this back. SIM cards are deactivated after 9 months of no usage and are not retrievable.

Re: EE VOUCHER via RECHARGE.COM

XRaySpeX — Wed, 06 Nov 2024 01:10:14 GMT

If you don't have a SIM you've nowt to top up! The voucher is useless to you until you get a PAYG SIM.