paid £10 top up, but no credit

[contemica]

On Thursday last week I paid a 10£ top up to get the usual pack (GB, texts and minutes); however, 5 days later I still don't have the pack loaded on my phone. I send the text to AL and it comes back saying have a 10£ credit but how do I get that be to converted into the pack?! 

[Leanne_T]

Morning @contemica

Thanks for coming to the community. 

If you text START PACK to 150, do you get a reply? 

Thanks 🙂

Leanne.

[contemica]

Dear Leanne
I get the below reply:
You can text the following codes to 150 for free while in the UK or EU:
BALANCE for more info on your remaining credit, allowances, packs, add-ons or free boosts,
BOOST to check the status of your FREE BOOST,
ALL PACKS for a list of packs available,
ADDONS for a list of data, text or minutes add-ons available,
NOW if you have bought another pack and want to start it early,
STOP PACK to stop any active packs from recurring,
ROLLOVER to check what data you've rolled over from your previous pack,
HELP PAYG for a link to online help,
HELP TOP UP to find out how to top up via text,
VO followed by voucher number (Incl mobile number at the end if topping up a different phone -                             VO 1234567891261236 07973100150 for example),
RO country name for roaming rates,
NUMBER whats my telephone number,
UNLOCK to check the lock status of your Apple device,
VM ON or VM OFF to control diverts to your voicemail,
CONTENT LOCK: Check and  restrict your 18+ Rated content settings,
APP to download the My EE app,
STOP to 1234: To opt out of marketing communications.
More info can be found at ee.co.uk/textservices
Kind regards,
Micaela

[Leanne_T]

Thanks @contemica

Has your pack now expired or did you want to start the pack early? 

Thanks 🙂

Leanne.

[XRaySpeX]

@Leanne_T : START PACK isn't a valid command (I've seen other EE Staff recommend this non-existent command).

@contemica : Text ALL PACKS to 150 & buy the pack you want.

I suspect you are currently on a legacy pack (prior to 17/08/21) & are trying to renew it early.

[Leanne_T]

Thanks @XRaySpeX

Sorry about that, it is NOW to 150. 

Thanks for keeping me right 🙂

Leanne.