Unable to apply F and F discount during upgrade.

[jth123]

Hi!

I'm trying to upgrade my phone and plan and when trying to apply my F and F discount during the checkout process I get the following message:

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

Above is the plan I have tried selecting during the upgrade process. I thought initially it was due to the winter sale on this plan but I get the message regardless of which plan I choose. 

EDIT: I forgot to mention that I've tried the tips in the FAQ relating to this like clearing and accepting cookies from the website, making sure it's ee.co.uk, trying different browsers and manually typing in the code but with no success. It is also a new handset. 

Thanks for any help!

[Northerner]

Hi @jth123 

You can only have one discount applicable on your account. That deal is already discounted hence the message.

Thanks 

[jth123]

Thank you for your reply @Northerner 

That I understand. This doesn't explain why I get the same message when selecting a plan that has no discount applied to them on the EE site. I have tried a number of them, and receive the same message regardless. 

[Chris_B]

@jth123  If your upgrading from your account you should need to put your F&F discount in.  It automatically gets applied when you upgrade.   Before you check out you should see what you’ll be paying.   If the F&F isn’t showing then you don’t check out you just delete what’s in your basket.    Clear your history and cookies first just to make sure everything has gone 

[jth123]

Hi @Chris_B , many thanks for the reply.

This is my first time using an F&F discount on my EE account.

I have tried clearing my history, and accepting cookies for the ee.co.uk site but continue to get the "This code is not valid with your current selection. Please make sure you meet all the conditions of this promotion." message when trying to apply the F&F code. 

I have included another SS. Maybe you can spot where I am going wrong. The plan I have chosen here as an example has no visible offer/discount on the EE site that I can see. The phone is new and I have not chosen to exchange my old one. This was also after once again clearing all history/cookies.

Thank you for all your help!

[Christopher_G · Accepted solution]

Hi @jth123

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

Pay extra close attention to step 4, as I've had a message from someone recently to say that this fixed a similar problem.

Chris

[jth123]

Hi @Christopher_G , thank you for the reply.

Step 4 was indeed the key. 
I entered some random text into the voucher box and clicked enter which gave me an 'invalid voucher' message. I then re-entered my F&F code and the discount was successfully applied to the plan I had selected in my original post.

Great work and thanks again for your help!

[Leanne_T]

Thanks for coming back and letting us know @jth123

Leanne 🙂