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Esim no longer working "We don't recognise this number, please try again"

Naomileigh
Investigator
Investigator

‎18-03-2021 01:38 PM

Hello All, 

 

I am currently abroad for I don't know how long, and I need my UK number for all sorts of banking and other UK business things.

 

Therefore I usually use my EE Esim, I got locked out of my paypal account today and it tried to send a verification code to my EE number...unsuccessfully.

 

I tried to log into my EE account and it asked me to register a device....I thought this was weird as I already had the account working, I entered my phone number anyway but it told me "we don't recognise this number, please try again" 

 

So now I am locked out of my accounts and have no UK phone number to access them.....I also can not use skype to call so is there any other suggestions of how I can get my phone number back please.

 

EE has no online chat service....honestly the worst provider, but here we are.

 

Appreciate any help, thank you.

 

Naomi

0 Helpful
6 REPLIES 6
Leanne_T
EE Community Support Team

‎18-03-2021 02:57 PM

Hi there @Naomileigh

 

Welcome to the community. 

 

Was the number on pay as you go or pay monthly? 

 

Do you have signal on the EE SIM? 

 

Thanks 🙂

 

Leanne.

0 Helpful
Naomileigh
Investigator
Investigator
In response to Leanne_T

‎18-03-2021 02:59 PM

Pay as you go.

I was getting signal, I received a message earlier this week.
But today nothing at all, I also tried to connect manually to a network and none of them gave me signal.

0 Helpful
Leanne_T
EE Community Support Team
In response to Leanne_T

‎18-03-2021 03:18 PM

Thanks @Naomileigh

 

When was the last time you made 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.

 

Calls, texts and data usage made using your allowance from your pack do not count towards a chargeable activity. 

 

Any of the chargeable activities can be made in the UK and abroad to keep the account active.

 

Leanne.

0 Helpful
Naomileigh
Investigator
Investigator
In response to Leanne_T

‎18-03-2021 03:24 PM

I really have no idea when the last time would be...Maybe in September.

0 Helpful
Leanne_T
EE Community Support Team
In response to Naomileigh

‎18-03-2021 03:31 PM

It sounds like your account has gone into hibernation @Naomileigh

 

To get this looked into you would need to call our Pay as you go Care team from another phone on +44 7953 966 250, they will be able to check your account for you. 

 

Leanne.

0 Helpful
XRaySpeX
EE Community Star
EE Community Star

‎18-03-2021 07:58 PM

You can't have an eSIM on EE PAYG. Did you switch from contract to PAYG? If, so, that's the reason an eSIM no longer works.

If you think I helped please feel free to hit the "Thumbs Up" button below.

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