Can't load my plan in app or website – want to change PAYG plan

LatteCatte — Thu, 22 Oct 2026 08:33:37 GMT

Hi, I'm on pay as you go (SIM Local Plan, £15). I want to switch to the £20 Plan (50GB). I texted PLAN20, YES, then TOPUP to 150 while I had £20 credit, but got no confirmation and the plan was never bought. My old plan renewed instead.

Also, the My EE app and website have shown "We can't load your plan right now" for about a month, even though my number is linked.

I can't use phone support because I have difficulty understanding spoken English on calls. Could you please help me by message? Thank you.

Re: Can't load my plan in app or website – want to change PAYG plan

Peter_W — Thu, 22 Oct 2026 10:59:21 GMT

Welcome to the Community, @LatteCatte

We don't have access to accounts to check the exact setup of your pack, but as a first step can you please try sending us a text with AL to 150 and let us know what comes back?

Fingers crossed this should show if the £20 you originally topped up remains, or most of this was used towards the £15 pack.

Peter

topic Re: Can't load my plan in app or website – want to change PAYG plan in Pay as you go

Can't load my plan in app or website – want to change PAYG plan

Re: Can't load my plan in app or website – want to change PAYG plan