topic Re: Top up in Pay as you go

Top up

Eddie313 — Wed, 12 Feb 2025 20:26:38 GMT

No one has been able to help me to solve the issue yet even EE!!!
It’s been a long time I cannot top up my balance and I have tried everything what I have been told by the community, EE and other advisors.

Re: Top up

XRaySpeX — Wed, 12 Feb 2025 21:23:45 GMT

How long's "a long time"? Sounds like your PAYG SIM may have gone into hibernation due to non-use.

When did you previously make a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace 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

Eddie313 — Wed, 12 Feb 2025 23:09:44 GMT

Hey there,

Thanks for your answer. I have been using the sim card for roughly 2 years and I top up my balance each month. I have got another sim card which monthly there is no problem, the payment is being taken every month from the same bank card, however when it comes to my pay as you go sim card its been a nightmare over the last couple of month (3 or 4, even more)? Either I need to get a voucher to top up my balance or ask EE to help me out to do it themselves.

Sent from my iPhone

Re: Top up

XRaySpeX — Wed, 12 Feb 2025 23:33:43 GMT

So, a top-up voucher works but using your EE a/c or Fast Top Up doesn't?

Re: Top up

Eddie313 — Thu, 13 Feb 2025 03:26:44 GMT

Spot on!

Sent from my iPhone

Re: Top up

XRaySpeX — Thu, 13 Feb 2025 03:31:27 GMT

Then it's peculiar!

When did you last make a chargeable action other than topping-up?

Re: Top up

Eddie313 — Thu, 13 Feb 2025 08:09:44 GMT

Last month

Sent from my iPhone

Re: Top up

Michael_D — Thu, 13 Feb 2025 10:24:51 GMT

Hi @Eddie313

Have you been able to try another card, if you have access to one? It just helps us to narrow down whether it is something on the account or if it is that particular card.

Michael

Re: Top up

Eddie313 — Fri, 14 Feb 2025 10:44:44 GMT

Hi Michael,

I have done 2 other cards as well, it says something is wrong. No matter what card you use it’s declined.

Sent from my iPhone

Re: Top up

Rach_H — Fri, 14 Feb 2025 12:56:08 GMT

When you speak with the team are they able to process this for you @Eddie313?

Rach

Re: Top up

Eddie313 — Fri, 14 Feb 2025 22:39:28 GMT

Hey Rach,

They can easily take a payment over the phone, which has always been very helpful otherwise I need to go to the EE shop or any other shop to get a voucher.

It’s already time to make a payment.

Re: Top up

Michael_D — Sat, 15 Feb 2025 08:59:00 GMT

Thanks @Eddie313

Have you been able to try to clear the cookies and cache from the browser, or try another browser or device to see if the same thing happens?

Michael

Re: Top up

Eddie313 — Sat, 15 Feb 2025 21:13:28 GMT

I’ve tried online and on another device. If the issue were related to the cache, it wouldn’t work fine with my other SIM card, which is on a monthly plan.

NOTE: I have tried all possible ways!

Re: Top up

Ali_A — Sun, 16 Feb 2025 09:38:57 GMT

@Eddie313

If trying all those methods continues to give you an error message, the best option will be to contact our Technical Support team in Customer Service who'll be able to raise a ticket for this to be investigated and corrected.

I can imagine it's not convenient having to obtain a voucher or visit the EE store each time. It's strange for this to have started over the last 3-4 months.

Ali