Cant buy Minutes AddOn with Credit

[Fandango71]

I have a PAYG sim, and have added £10 credit to it about 2 hours ago.

Under "Manage" > "Bills & Payments", the £10 credit shows up, but under the section "Your Allowances", it says I have 0mb data left of 0MB, 0 minutes left of 0, and 0 texts left of 0. 

If I click the Get an add-on for the minutes, and choose 100 minutes for 30 days at £5.00, and select to pay from my top up credit, I get an error on the pay, then a text comes through to my phone saying "You need £5.00 credit to buy this add-on. Please top up on EE and try again"

I looked at the plans and subscriptions as it says I don't have either, but they appear to be auto renewing (which I dont want)

Is there an issue here, or am I trying to add minutes (and text) incorrectly?

[Leanne_T]

Hi there @Fandango71 

Thanks for coming to the community. 

Could you text BALANCE to 150 and let me know the full reply? 

How long have you had the SIM card? did you purchase this today? 

Speak to you soon 🙂

Leanne.

[Fandango71]

Hi Leanne, 

Ive had the sim about 6 months but it hasnt been used for 4 months id say.

I tried texting "balance" to 150, but it couldnt be delivered. Im guessing because I have no credit on it.

Thanks.

[Alex_H · Accepted solution]

@Fandango71 The help texts to 150 should still send without credit, it sounds like your number may in fact be hibernated due to a lack of usage which is why that and the add-on purchase is not working. 

If you give us a call on 150 from an EE SIM or 07953 966 150 from any other phone one of our guides can check if this is the case and if so restore it from hibernation for you. 

Alex