Can't activate Smart Benefits

[Killuminati]

I recently renewed my contract (in-store) and have have three smart benefits available to me which were also chosen in-store. I received text messages for all three saying they were ready to be activated along with a link to do so e.g ee.co.uk/xbox.

However when I follow the link (using Chrome on desktop), after SMS authentication and clicking activate, I get a popup messaging saying "Please try activating again, Something went wrong, please close this window and try again". I can also confirm that all three benefits show in my account Inclusive extras and are listed as active. 

I have tried:

• Following other articles where other have had the same problem
• Clearing cookies and trying again
• Waiting 24 hours
• Trying from another browser (Safari)
• Trying from another computer
• Trying from an Incognito window in Chrome

All with the same outcome. Any ideas? Wait times for customer service on the phone are long at the moment.

Thanks,

[Christopher_G]

Hi @Killuminati

Welcome to the community.

It sounds like you've tried everything we'd usually recommend here. Are there any other devices or browsers you could try it on?

Chris

[Killuminati]

Hi @Christopher_G I've tried it on a 2019 Macbook Pro using Safari and Chrome and a Windows PC using Chrome and Edge. Also looked in the app on my iphone 12 pro which just shows that the benefits are active.

Thanks,

[Christopher_G]

OK thanks @Killuminati.

In that case, I'd definitely recommend speaking with our Mobile Care team so they can look into this for you.

Chris

[Killuminati · Accepted solution]

Progress - I just tried again using Edge browser on Windows 11 and it seems to have worked. However it gave me a 1 month subscription for xbox gamepass ultimate. Is this expected as I have a 12 month contract? If so - do I need to repeat this process every month?

Thanks,

[Christopher_G]

Ah that's great, @Killuminati. 🙂

No, you don't have to do it every month. It will show as a 1 month plan but rolls on for 12 months.

Chris

[Killuminati]

Perfect, thank you!