Cannot add on pass to use UK data in EU

[JTLS]

Hi I am finding it impossible to add the 7 days roaming add on to allow me to use my UK data (on a tourist EE SIM card) in the EU. Every time I try it shows an error message:  Sorry. Please complete captcha! But there is never any captcha show to click on. This is very frustrating and disappointing as I have a lot of UK data but am unable to use it ! 

[Leanne_T]

Hi @JTLS 

Thanks for coming here. 

Did you get a text message when you arrived in the EU with details on how to add the 7 day Roam like home pass? 

Have you used the SIM in the UK before travelling abroad? 

Leanne 🙂

[Maxradford97]

Hi I have exactly the same issue, can’t get it to work. The captcha isn’t showing when I type my phone number so I can’t continue to the next step 

[James_B]

Hi @Maxradford97,

Welcome to the EE Community. 🙂
Please can you try a different web browser and let me know if it works?

Thanks

James

[Maxradford97]

Hello @James_B 

I have tried multiple web browsers as well as my iPad and iPhone still no hope. It’s as exactly as the original post says, the captcha is not showing at all, and therefore cannot be clicked to move on. Really frustrating as I am in Germany right now with no internet despite EE advertising this service.

Thank you 

[James_B]

Hi @Maxradford97,

Is it a new SIM? If it is, was it activated in the UK before you travelled?

James

[Maxradford97]

Yes it’s a new SIM and yes it was activated in the Uk before I travelled, however it seems like it’s an error or bug in the top up web page. Because I can go onto the “My Data” page and view all of my data allowance etc. just cannot top up wit the pack.

[James_B]

Hi @Maxradford97,

Does clearing your web browsers cookies and cache resolve the issue?

James