Top up

[Monika-22]

Hi. I am trying to help my friend who is abroad and has UK EE top up phone number. My friend wasn't able to top up her phone wit E- voucher so I did it from my phone. I received confirmation text message as it was successful but unfortunately the money is not on her account. Is there a way to top up her phone number from here or receive money back from E-voucher or she needs to do that by herself? Thank You

[XRaySpeX]

@Monika-22 : You can top-up her SIM using Fast Top Up online with a UK bank card. 

Have her text AL to 150 from it & report it back fully here verbatim (it is free).

[Monika-22]

Thank you for quick answer.

Do you possibly know why the E-voucher didn't work or if there is a way receive this money back?

Thank You

[XRaySpeX]

No, but the result of the AL text might enable me to say more. Where is she?

[Monika-22]

My friend is in Poland and she wasn't able to send that message to 150 - it says is not delivered also when shy tries to call to someone it says ''call to this number is barred''

My friend also have troubles to log in into the EE web so she can't check if the roaming is switched on. The roaming could be an issue?

[XRaySpeX]

No, more likely lack of use. When did she last make a chargeable action on it?

[Monika-22]

She moved about 2 months ago and her monthly contract changed into top up a month ago  ( as she required, the phone number stayed the same). Since it was top up/pay as you go she never topped up her account, this was to be the first one. 

[XRaySpeX · Accepted solution]

As she switched to PAYG while abroad she can't now use it until she returns to UK. EE PAYG SIMs need 1st activating on EE's home UK network.