topic Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked in Pay as you go

payg account hard-locked: £5 credit shows in app but 150/sms blocked

SayidX — Thu, 02 Apr 2026 11:10:43 GMT

hi, i need a community manager to help me with a manual line refresh. my 4g data works for rcs, and the ee app shows i have £5 credit, but i cannot call 150 or send/receive any texts. it says 'service unavailable' when i try to buy a pack. i think my voice/sms service is stuck in a technical suspension. can someone please help me unblock it?

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

XRaySpeX — Thu, 02 Apr 2026 11:15:16 GMT

Sounds like your PAYG SIM may have gone into hibernation due to non-use. If it has, topping-up now would be too late.

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: payg account hard-locked: £5 credit shows in app but 150/sms blocked

SayidX — Thu, 02 Apr 2026 11:43:06 GMT

But I topped up £5 last month

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

XRaySpeX — Thu, 02 Apr 2026 11:55:36 GMT

But if it had already gone into hibernation, topping-up would have been too late.

So, answer the Q, When did you previously make a chargeable action before the last top-up?

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

SayidX — Thu, 02 Apr 2026 12:20:25 GMT

I don't think I've ever made a chargeable call I thought topping up was enough to keep my number on a active status

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

XRaySpeX — Thu, 02 Apr 2026 12:22:49 GMT

Have you never bought a pack or add-on?

When did you 1st get that SIM?

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

SayidX — Thu, 02 Apr 2026 12:29:07 GMT

Yes I've bought add-ons multiple times and I think I got the SIM 1 -2 years ago I'll try to make a chargeable call and tell you how it goes

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

SayidX — Thu, 02 Apr 2026 12:34:38 GMT

I just tried making a call and it says I have no credit when I clearly do

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

SayidX — Thu, 02 Apr 2026 13:17:47 GMT

Sorry this is NOT the solution pls reply

@XRaySpeX

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

XRaySpeX — Thu, 02 Apr 2026 13:59:16 GMT

No, it isn't the Solution!

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

SayidX — Thu, 02 Apr 2026 14:53:37 GMT

Then what is

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

SayidX — Thu, 02 Apr 2026 14:54:40 GMT

Then what is the solution

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

SayidX — Thu, 02 Apr 2026 15:22:01 GMT

Then what is the solution

@XRaySpeX

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

XRaySpeX — Thu, 02 Apr 2026 16:02:27 GMT

As I've indicated I can only think it has gone into hibernation & beyond. That's the only " technical suspension" I'm aware of on PAYG.

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

SayidX — Thu, 02 Apr 2026 16:04:11 GMT

Then what is the solution

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

SayidX — Thu, 02 Apr 2026 16:04:44 GMT

Is there even a solution @XRaySpeX

If not can you give my PAC code and refund my EE credits

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

SayidX — Thu, 02 Apr 2026 16:06:48 GMT

Can a community manager help me

Re: payg account hard-locked: £5 credit shows in app but 150/sms blocked

XRaySpeX — Thu, 02 Apr 2026 16:12:15 GMT

This is a user discussion group. We don't issue PACs & refunds. You need to call CS.