Perk code "not recognised"

[PBee1601]

Hi,

Trying do do upgrades for mine and my wifes phones. I've generated new perks codes but when I try either of them in the 'Got a gift voucher?' box at checkout (like the instructions say), it just says "Code not recognised".

Any suggestions?

[FIZZYLP]

Hello @PBee1601 

sorry to hear this!

you attempting to use the codes on your account or your wife’s? The codes are locked to that account, if you’re using the correct account. Just check it’s in date if so could require assistance from customer services.

[PBee1601]

I'm not sure that's true given that the perks system says you can hand them out to friends and family for them to use on their own accounts.

But yes, both my wife's and my own phones are on my account.

And yes, of course the codes are in date, like I said I've generated new codes.

[FIZZYLP]

It’s weird that the system isn’t working, there is different types of perk codes so just doing process of limitation.

These perk codes in relation to a regrade like a new handset etc or something like Apple one or tnt sports?

[PBee1601]

It's the official EE Perks website codes for 20% off contracts by way of NHS discount.

The system has worked fine on every upgrade for the last 6 years, but today we're trying to upgrade and it just doesn't want to accept the codes

[Christopher_G]

Hi @PBee1601 

Have you tried using the codes on a different device or browser? Also, if you're using a VPN, could you try with that switched off please to see if it makes a difference?

Thanks

Chris

[PBee1601]

Yep, I've tried it in the EE app and through the website on mobile and also on the website on PC using both Firefox and Edge.

No VPNs in use.

One thing I did notice is that on the mobile app and mobile browser it says "code not recognised" but on the PC browsers it said "invalid code".

It said that for both of the codes I got from the EE Perks website. Then I tried getting a code from Blue Light Card as I saw a post on here that said you can get codes from them but that code said the exact same.

[Christopher_G]

OK, thanks @PBee1601 

Is the plan or product you're trying to buy already discounted?

Chris

[PBee1601]

No

Mine is (30% multi-line discount) and doesnt offer me the option to add any codes as a result, which I knew about because thats been the case for a few years (but I always forget at first and generate 2 codes, then remember)

But my wife's new package is not discounted as far as I know, it's full price - Galaxy S24, Violet, 256GB storage, 125GB data - £61/mnth, £30 up front

[Christopher_G]

Just having a look for you, @PBee1601 

The one I'm looking at is a 'back to school' offer. Is it one of those where it says 'save up to £***'?

Chris