topic Re: NHS Perk code not working in Orders

NHS Perk code not working

KatherineEvans — Thu, 17 Jul 2025 10:09:01 GMT

Hi there,

I am trying to upgrade to a new iPhone and my EE perk code won’t be accepted online, keeps showing an error message saying it can’t be used with discounted plans. I have called EE and they confirmed the plan I am trying to select isn’t currently discounted. I have tried multiple codes and also typed them.

please can you advise?

Re: NHS Perk code not working

Schockwave — Thu, 17 Jul 2025 13:17:08 GMT

Hello @KatherineEvans ,

Welcome to the community,

If you cannot use it with discounted plans, then there is no way it will work, as EE have confirmed the plan you are trying to select does not offer discounts, so you would have to choose a different plan if you wanted to use the perk code.

Re: NHS Perk code not working

KatherineEvans — Thu, 17 Jul 2025 14:11:33 GMT

Thanks for the reply - the plan is not discounted therefore the error message I am getting doesn’t make sense? I have tried it with both a no frills and an essentials plan and the codes don’t work for either??

Re: NHS Perk code not working

Leanne_T — Thu, 17 Jul 2025 16:38:20 GMT

Hi there @KatherineEvans

Thanks for coming to the community.

Do you have a discount on your account at the moment? Are you out of contract or trying to upgrade early?

Thanks 🙂

Leanne.

Re: NHS Perk code not working

KatherineEvans — Thu, 17 Jul 2025 19:53:46 GMT

Hi Leanne,

I have previously had a discount but not at present as the contract ended in May this year so the discount has been removed.

Thanks!

Re: NHS Perk code not working

Matt_124 — Thu, 17 Jul 2025 20:14:20 GMT

What plan is it that you are choosing? There is slightly more to plan eligibility than whether it is discounted or not.

If you can give the details of the plan (device, plan type, minimum term and monthly cost) we can try and figure out what the blocker is or if it's a genuine error.

Re: NHS Perk code not working

KatherineEvans — Fri, 18 Jul 2025 02:07:06 GMT

Hi,

Its an iPhone 16 256gb, unlimited no frills for 24 months at £63 per month.

I've never had this issue before and have always had iPhones for this contract.

Thanks!

Re: NHS Perk code not working

Leanne_T — Fri, 18 Jul 2025 07:40:23 GMT

Morning @KatherineEvans

Thanks for the extra details and coming back to me.

Could you send me a screenshot of the plan you are selecting?

I will have a look at this for you and see if we can find out what may be causing this.

Leanne 🙂

Re: NHS Perk code not working

KatherineEvans — Fri, 18 Jul 2025 08:14:21 GMT

Re: NHS Perk code not working

lees_22 — Fri, 18 Jul 2025 10:26:14 GMT

Hi - i also have the same issue - advised the code is not accepted to the same plan - no frills unlimited - would be interested to see the outcome to this

Re: NHS Perk code not working

Leanne_T — Fri, 18 Jul 2025 10:34:46 GMT

Thanks for the extra details @KatherineEvans

Are you both selecting to trade in your old device? @lees_22 also just to check, are you out of contract and have no other discounts showing?

Leanne.

Re: NHS Perk code not working

lees_22 — Fri, 18 Jul 2025 10:54:05 GMT

Hi - thats correct im out of contract. i had a sim only where i got 20% discount and 20% nhs perks

Re: NHS Perk code not working

Leanne_T — Fri, 18 Jul 2025 11:11:01 GMT

Hi @lees_22

The Perk discount will not be applied if you have any other discount. Full details can be found in the legal bit of the Perks, Discounts & Customer Benefits page.

If you have a 20% discount on the account, you would need to contact our mobile guides and get this removed before the perk code would be accepted for your upgrade.

Leanne.

Re: NHS Perk code not working

KatherineEvans — Fri, 18 Jul 2025 12:57:53 GMT

I don’t have a discount on my account anymore as my contact ended in May 2025 and therefore I am now being charged full price for the plan I'm currently on. I am not selecting to trade in a device when trying to purchase the new contract online. Please can you advise what I should do now?

Re: NHS Perk code not working

Leanne_T — Fri, 18 Jul 2025 13:18:21 GMT

Hi @KatherineEvans

The previous response was for another customer.

Could you let me know if you're selecting trade in option, when going to upgrade to this plan?

Leanne.

Re: NHS Perk code not working

KatherineEvans — Fri, 18 Jul 2025 14:00:04 GMT

No I’m not selecting to trade in another device

Re: NHS Perk code not working

Leanne_T — Fri, 18 Jul 2025 14:29:47 GMT

Thanks @KatherineEvans

In this case, please get back in touch with our mobile guides, they can raise a webform for our perk team to get the codes looked into and see what could be causing this for you.

Leanne.

Re: NHS Perk code not working

KatherineEvans — Fri, 18 Jul 2025 15:46:56 GMT

Is this by calling EE customer services? I did call them first and they advised to use the live webchat which I can’t access in my app. Customer services said they didn’t deal with online issues?

Re: NHS Perk code not working

Christopher_G — Fri, 18 Jul 2025 17:38:32 GMT

Yes, it would be our customer service team on 150, @KatherineEvans. They'll be able to give you the best advice, having access to your account.

Out of interest, have you tried upgrading using the code on a different device or browser, just to see if the same thing happens? If you have any VPNs connected, it's worth switching them off too.

Chris