NHS Perk code not working

[KatherineEvans]

Hi there,

I am trying to upgrade to a new iPhone and my EE perk code won’t be accepted online, keeps showing an error message saying it can’t be used with discounted plans. I have called EE and they confirmed the plan I am trying to select isn’t currently discounted. I have tried multiple codes and also typed them.

please can you advise?

[Leanne_T]

Thanks for the extra details @KatherineEvans 

Are you both selecting to trade in your old device? @lees_22 also just to check, are you out of contract and have no other discounts showing? 

Leanne.

[lees_22]

Hi - thats correct im out of contract.  i had a sim only where i got 20% discount and 20% nhs perks

[Leanne_T]

Hi @lees_22 

The Perk discount will not be applied if you have any other discount. Full details can be found in the legal bit of the Perks, Discounts & Customer Benefits page. 

If you have a 20% discount on the account, you would need to contact our mobile guides and get this removed before the perk code would be accepted for your upgrade. 

Leanne.

[KatherineEvans]

I don’t have a discount on my account anymore as my contact ended in May 2025 and therefore I am now being charged full price for the plan I'm currently on. I am not selecting to trade in a device when trying to purchase the new contract online. Please can you advise what I should do now? 

[Leanne_T]

Hi @KatherineEvans 

The previous response was for another customer. 

Could you let me know if you're selecting trade in option, when going to upgrade to this plan? 

Leanne.

[KatherineEvans]

No I’m not selecting to trade in another device

[Leanne_T]

Thanks @KatherineEvans 

In this case, please get back in touch with our mobile guides, they can raise a webform for our perk team to get the codes looked into and see what could be causing this for you. 

Leanne.

[KatherineEvans]

Is this by calling EE customer services? I did call them first and they advised to use the live webchat which I can’t access in my app. Customer services said they didn’t deal with online issues?

[Christopher_G]

Yes, it would be our customer service team on 150, @KatherineEvans. They'll be able to give you the best advice, having access to your account.

Out of interest, have you tried upgrading using the code on a different device or browser, just to see if the same thing happens? If you have any VPNs connected, it's worth switching them off too.

Chris