Top-up pack not showing on balance

[MsJHH]

I topped up my Pay as You Go phone with £5.00 two days ago and it shows online and in a message on the phone but my balance states just .24 pence credit as it did before. I've texted 150 and AL but to no avail, i.e. it keeps telling me that I've only 24 pence credit (when it should read £5.24). 

TIA

[Chris_B]

@MsJHH   Try restarting the device to refresh the connection.  

[MsJHH]

Hi Chris - it's an old phone so doesn't qualify as a device and is switched off every night. I last topped it up in January without any issues. The message within a text and online both acknowledge the top up but it's just the balance (again, online and by texting 150) that doesn't. 

[Leanne_T]

Hi @MsJHH

Thanks for coming to the community.

Could you let me know the full reply if you text BALANCE to 150?

Do you have a pack active on your account?

Speak soon 🙂

Leanne.

[MsJHH]

Hi Leanne and thank you for responding.

The EE online page under Current Credit states: '24 pence and under Your Pack: £5.00 (to renew on 15 May 2020.' 

My phone states: 'Your current balance is £0.24. You have 247 minutes, unlimited texts and 500 MB remaining until 15/05/2020 for your £5. pack, etc. etc.   

I've only used my phone once since topping up to call another phone I own just to check - the balance didn't change.

Thanks.

[Leanne_T]

Hi @MsJHH

The credit you have added has purchased the £5.00 pack for you, this has given you minutes, texts and data to use for the £5.00 and will renew on the 15th May.

Leanne.