topic Re: Top up PAYG in Pay as you go

Top up PAYG

RobF1972 — Tue, 02 Jun 2026 17:45:58 GMT

I have added £10 credit to my PAYG SIM so I can select another plan for my mobile wifi router. When choosing a plan, I get a message saying the payment hasn't gone through. However, I am also unable to text or call 150 when I put the SIM into my phone as it says I don't have enough credit.... confused...

Re: Top up PAYG

XRaySpeX — Tue, 02 Jun 2026 17:56:24 GMT

@RobF1972 : While the SIM is in a phone, What does texting AL to 150 from your no. fully report verbatim (it is free)?

Re: Top up PAYG

RobF1972 — Tue, 02 Jun 2026 20:42:11 GMT

Sending a text to 150 fails. Calling 150 also fails with "Not enough credit" error

Re: Top up PAYG

XRaySpeX — Tue, 02 Jun 2026 20:50:37 GMT

When did you last use this SIM for a chargeable action?

Re: Top up PAYG

RobF1972 — Wed, 03 Jun 2026 06:30:13 GMT

Hi,

It was last used in September/October last year.

Re: Top up PAYG

Ritu_D — Wed, 03 Jun 2026 07:46:40 GMT

Hi @RobF1972

Thanks for coming back to us and explaining when you last used this sim card.

As you have not used the sim card since September or October, your sim card is likely to be in hibernation or permanently closed now.

Take a look at this information about Understanding Pay As You Go Hibernation – and how to keep your number active.

Thanks

Ritu

Re: Top up PAYG

XRaySpeX — Wed, 03 Jun 2026 12:17:59 GMT

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

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 PAYG

RobF1972 — Wed, 03 Jun 2026 14:41:24 GMT

Thanks for the info. It's annoying that EE allowed me to add credit to what is otherwise a "dead" account and then not be able to select a plan. Any suggestions on how to get a refund?

Re: Top up PAYG

XRaySpeX — Wed, 03 Jun 2026 14:51:40 GMT

PAYG credit is not generally refundable nor transferable, but it's worth calling CS to see if it can be done in your case.

Re: Top up PAYG

RobF1972 — Thu, 04 Jun 2026 06:28:23 GMT

All sorted, thanks. I phoned EE and they reactivated the SIM

Re: Top up PAYG

Leanne_T — Thu, 04 Jun 2026 08:19:14 GMT

Thanks for coming back and letting us know @RobF1972

Glad this has been sorted for you.

Leanne.