30% Friends and Family Discount Not Working

[sarahmair100]

Hi EE Community - any advice on why the friends and family 30% discount code obtained via Employee Options says 'code invalid' when applied in the promo code box in checkout.  This is for an upgrade to existing EE plan. Plan selected is not already discounted.  I've tried 150 EE Customer Team but they are unable to help and directed me to the chat function online.  Couldn't see a chat option but did go to an instant message box in the help area of the My EE site - that says a message box should pop up within a few moments to chat with one of the team but nothing appears even when I refresh.    Thanks Sarah 

[James_B]

Hi @sarahmair100,

Welcome to the EE Community. 🙂

Could you try clearing your web browser's cookies and cache and let me know if you see the same error?

Thanks

James

[sarahmair100]

Hi James thanks for the reply, unfortunately this error still happens.  

[Jon_K]

Hi @sarahmair100.

Have you copied and pasted the code from the text message?

You should be able to complete the upgrade over the phone and give the code to the advisor if you keep having trouble.

Jon

[ryanwatty]

Hi Jon,

I have the same issue. Trying to upgrade to the 12 months Full Works Sim £45p/m, but my 30% F&F discount isn’t working, even after having followed the advice you’ve provided above. I’ve also just got off the phone with an advisor too and they couldn’t proceed the upgrade with the discount, as you can only use it online. I’m getting rather frustrated.

Thanks, Ryan 

[Jon_K]

Hi @ryanwatty.

You should be able to use this over the phone, that's what I advise my own friends and family if they can't use the code online and they're able to use it.

Can you try another browser?

Jon

[ryanwatty]

Hi Jon,

That wasn’t the case with the advisor I spoke to. Maybe I’ll have better luck with another advisor.

The online chat team haven’t responded in two and a hours either

I've used two different browsers: Safari and Microsoft Edge

[Christopher_G]

Have you tried calling us, @ryanwatty?

Even if they can't process the order for you, they'll be able to try and help you process it online.

Chris

[ryanwatty]

Hi Christopher,

i rang yesterday, and they were no help whatsoever, just directed me here and to the online chat team

[Christopher_G]

Could you try all of these steps please, @ryanwatty?

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

Step 4 worked for someone that I spoke to recently, but the others are just as important.

Chris