Unable to apply F&F discount to upgrade.

[InvertedPanda]

Hello everyone,

I’m facing a bizarre issue. 
A friend of mine who works at EE provided me with her FandF discount code as I was looking at upgrading to the new iPhone 14 Pro. 
However, when I put the desired package in the basket and try to apply the discount code, I get the following error message:

This code is not valid with your current selection. Please make sure you meet all the conditions for this promotion. 

My friend is also not sure why this keeps happening as this is a brand new code that she generated for me. 
I would appreciate any help. 

[Chris_B]

@InvertedPanda   Does that tariff you’re trying to purchase already have a different on it.  Ie you trade in and get a £12 reduction on the monthly fee ?   If it does then you can not add the F&F discount to that tariff as it already has a discount on it and it 1 discount per tariff only.     

[InvertedPanda]

Hi Chris,

No, there is no additional discount applied as I don't have a phone that's eligible for trade-in.

The weird thing is, I received the discount code from my friend on Monday (3rd October) and tried to use it through my phone (EE App) as well as the browser (Safari) and kept getting the error message that the code isn't valid with my current selection.

I had this issue continuously until I tried it from a computer on Wednesday (5th October) and was able to apply the discount code. But then I wasn't sure on whether I want to purchase the plan that I had selected so I wanted to sleep on it. I emptied the basket and then tried again on Thursday morning (6th October) and faced the same error message again.

My friend, who provided the code, is also confused as to why it doesn't work any more.

[Chris_B]

@InvertedPanda  Try clearing the browser history and cookies and try again.  

[InvertedPanda]

I did try that and had no luck, unfortunately. I tried different browsers and cleared the cache, history & cookies on all of them with no success.

For additional info; I work in IT so I've tried those troubleshooting steps from my end already.

[Christopher_G · Accepted solution]

Hi @InvertedPanda

Could you try these steps please? 

1. Make sure you're accepting 'all cookies' if prompted when using ee.co.uk otherwise the voucher codes will fail. 
2. Delete cache and cookies from your browser.
3. Try typing the voucher code, rather than using copy/paste.
4. If you've previously entered the voucher and clicked 'Back' on the browser, the next time you enter the voucher again it fails. If you enter a random word in the voucher field/box, delete it and then try adding the voucher code again it should work.
5. Make sure you have not selected a 'Good as New' deal, these are not eligible.
6. Have you selected a special deal, such as a 'Trade In' deal? try selecting another phone or plan to see if the code then works.
7. Vouchers only work on handset and SIMO, they will not work on other products such as tablets and watches etc.
8. Try using an alternative internet browser to access ee.co.uk like Firefox.

If it still isn't working, I would recommend asking your friend or family member to raise this internally with our Family and Friends team.

Thanks. 

Chris

[InvertedPanda]

Hi Christopher,

Your advice worked! Specifically point 4 worked.

I had to enter a random phrase like "this is a test", click apply, enter the F&F code, hit apply, then remove 2 or 3 characters from the discount code and then enter them again and then hit apply and it FINALLY worked.

Must be an odd glitch with the website, I imagine?

Thank you so much for you help.

I finally managed to place the order! 🙂

Have a great day & a fantastic weekend.

[Christopher_G]

That's great, thank you so much for coming back to let us know, I'll emphasise point four when people post about this in future, @InvertedPanda.

Chris