Error message

[yaara]

Trying to add my number into my EE account but get this error message:

"Sorry, you can only associate a number for an EE Consumer or Small Business plan.
If you're having trouble, call 150 from your EE phone. 

I have already used this sim in the UK before. 

Anyone have any ideas please?

[Leanne_T]

Morning @yaara

Thanks for coming to the community. 

Have you had a My EE account with the number or email address previously? 

Is the SIM card still active? 

Thanks 🙂

Leanne.

[yaara]

It seems like my email was not connected to my number, even though I have used it before.

When I bought it, it was activated at the store, I used it for a week in London and now I would like to charge it again but it seems impossible...

I am currently outside of UK.

[Leanne_T]

Hi @yaara

Have you tried registering for a new My EE account?

Can you top up using fast payment here? 

Leanne 🙂

[yaara]

Hi Leanne,

Yes, this error apears: 

"We're not able to accept payments to that number. Please try again."

[Leanne_T]

Thanks @yaara

When was the last time you used the SIM for one of the below chargeable activities? 

• Voice and data usage. This includes making calls, sending text messages and picture messages, retrieving a voicemail, and using data that is not within your pack or add-on.
• Topping up your account.
• Buying a pack or an add-on.

Thanks 🙂

Leanne.

[yaara]

Hi Leanne,

I bought this Sim card on early December 2019.

I used it during the first week of December.

Mostly used the data services (internet, whatsapp...)

[Leanne_T]

Thanks @yaara

Pay as you go SIM cards do go into hibernation, if this has not been used for 273 days the number will be recycled and lost.

You would need to order a new pay as you go SIM card with a new number.

Thanks. 

Leanne.

[yaara]

That's a shame...

Thank you 

[Leanne_T]

You're welcome @yaara

You can order a SIM and pack from the EE Shop online.

Leanne 🙂