topic Re: voucher in Contracts & Billing

voucher

Mahsa-tl — Mon, 05 Jan 2026 09:59:57 GMT

Hi, I have an EE Pay As You Go SIM that hasn’t been used for a long time.

I believe the number has been disconnected or suspended because I can’t make calls or send texts.

I’ve bought a top-up voucher, but I’m unable to redeem it because I can’t text 150 or make any calls.

Could you please help me apply the top-up to my SIM, or let me know if the SIM or number can be reactivated?

Re: voucher

Ritu_D — Mon, 05 Jan 2026 10:59:46 GMT

Good morning @Mahsa-tl

Welcome to the community.

When a Pay as you go sim card has not been used after 160 days you receive a text to check if you still want to use that number.

After 180 days of non usage your sim goes into hibernation, you still have 90 days to call EE to get your number and credit back.

After 270 days if we have not heard from you, your account will be closed and your number and any remaining credit will be lost.

You can find more information about Pay as you go hibernation on our website.

Thanks

Ritu

Re: voucher

XRaySpeX — Mon, 05 Jan 2026 11:28:07 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.