Error when trying to purchase an add on

[Becky851]

Is there currently issues with purchasing add ons? I have an EE sim which I use for my mobile internet, I can top up the sim via the website or app but when I try to purchase an add on for data I am receiving an error message and can’t proceed

[Leanne_T]

Hi @Becky851

Thanks for coming to the community.

What error message do you get?

When was the last time you purchased a pack or add-on?

Also, which data add-on are you trying to purchase?

Speak soon 🙂

Leanne.

[Becky851]

The error message I get is ‘Add on purchase error, we’re working on fixing this page’

It’s been a few months since I purchased a pack as I only use this sim for my mobile WiFi dongle.  I am trying to purchase a data  add on.

I've also tried to purchase using the EE app and am also receiving an error.

[XRaySpeX]

How many months? More than 9 & it;s been deactivated,

[Becky851]

I was able to top up the number just not buy the add on. Would I have been able to top up if the sim was deactivated?

[XRaySpeX]

How did you top-up just now? Was it by using the SIM?

I asked how long since you bought a pack?

[Becky851]

Hi

i topped up this afternoon via the website. It was probably over 9 months ago that I bought the last add on. 

[XRaySpeX]

Then it's completely lost. EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months 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.

[Leanne_T]

Morning @Becky851

Thanks for coming back to me.

If you get in touch with our Pay as you go Care team, they will check the account for you and see if they can help with the top up that has gone through.

Thanks.

Leanne.