topic Re: Friends and Family code not being accepted in Orders

Friends and Family code not being accepted

TSHayling — Thu, 22 Sep 2022 16:25:20 GMT

Trying to upgrade to a new SIM only plan and apply a Friends and Family discount code - the (texted and correct) code is not being accepted at the “enter promotion code” stage. Called 150 - they can’t sort it. Looking through these support pages it seems I’m not alone in having this problem, and I can’t see any solutions being offered (other than check the code). So, who at EE can sort this please?

Re: Friends and Family code not being accepted

Christopher_G — Thu, 22 Sep 2022 17:06:46 GMT

Hi and welcome to the community, @TSHayling.

I've sent you a private message with some steps to try.

Chris

Re: Friends and Family code not being accepted

Kimboslice — Mon, 24 Oct 2022 09:28:50 GMT

Hi @Christopher_G I am having the same problem and can not get anyone to help. I have tried all the steps I have found in other posts and nothing is working. What can I do?

Re: Friends and Family code not being accepted

Christopher_G — Mon, 24 Oct 2022 11:43:14 GMT

Was it these steps that you tried, @Kimboslice? Please pay close attention to step 4. I had feedback from another user that this fixed it for them.

1. Make sure you're accepting 'all cookies' if prompted when using ee.co.uk otherwise the voucher codes will fail.
2. Delete cache and cookies from your browser.
3. Try typing the voucher code, rather than using copy/paste.
4. If you've previously entered the voucher and clicked 'Back' on the browser, the next time you enter the voucher again it fails. If you enter a random word in the voucher field/box, delete it and then try adding the voucher code again it should work.
5. Make sure you have not selected a 'Good as New' deal, these are not eligible.
6. Have you selected a special deal, such as a 'Trade In' deal? try selecting another phone or plan to see if the code then works.
7. Vouchers only work on handset and SIMO, they will not work on other products such as tablets and watches etc.
8. Try using an alternative internet browser to access ee.co.uk like Firefox.

If it still doesn't work, there is a form on our intranet pages that your friend/family member can fill in for our discounts team to look into.

Chris

Re: Friends and Family code not being accepted

Kimboslice — Mon, 24 Oct 2022 13:04:25 GMT

@Christopher_G I have tried all those steps multiple times. The voucher works if I was a new customer as I tried this but it will not work on my upgrade.
It’s a BT friends and family voucher so I assume there will be something on their intranet page?

Re: Friends and Family code not being accepted

Christopher_G — Mon, 24 Oct 2022 13:23:34 GMT

Thanks for confirming, @Kimboslice.

Yes, it's on the BT Intranet.

Chris