topic Re: Trying to add a plan to my account in Orders

Trying to add a plan to my account

ToniBrand — Thu, 26 Feb 2026 03:40:06 GMT

Hi I’m trying to add a plan with a phone to my account but every phone I’ve clicked on online or in app has said there’s no plans available for this device and I’ve looked at every phone on the store and it still says the same. Is there a technical issue with adding to account and should I just ring up instead?

Re: Trying to add a plan to my account

Michael_D — Thu, 26 Feb 2026 08:58:21 GMT

Hi @ToniBrand

Thanks for coming to the community.

Something definitely doesn't sound right if you are seeing that on every phone you choose.

It is worth trying to clear the cookies and cache from your browser, or uninstalling and reinstalling the app if you are using that, just to make sure it is nothing to do with something in the cache.

If that doesn't help, give our customer service guides a call, and they run you through the options for adding a new phone and plan.

Michael

Re: Trying to add a plan to my account

ToniBrand — Thu, 26 Feb 2026 09:02:30 GMT

I have been in contact and it’s because of my spend limit. They did submit a form to increase it I’m just wondering how long does that normally take to process if approved?
Sent from my iPhone

Re: Trying to add a plan to my account

Michael_D — Thu, 26 Feb 2026 09:08:54 GMT

Thanks for coming back to me @ToniBrand.

It can take a few days for that to happen. If you've not heard anything by the start of next week, I'd recommend giving the team another call and they can check for an update for you.

Michael

Re: Trying to add a plan to my account

ToniBrand — Thu, 26 Feb 2026 10:00:30 GMT

That’s fine it’s just I got told up to 48 hours from a member of the sales team that looked into it for me
Sent from my iPhone

Re: Trying to add a plan to my account

Michael_D — Thu, 26 Feb 2026 10:03:21 GMT

If that was the timescale they gave, then it should be in that tine, but the team are there to chase if you haven't heard anything within 48 hours. @ToniBrand

Michael