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Credit not showing

Saffira
Valued Contributor
Valued Contributor

‎28-03-2023 12:05 PM

Hello,

I bought a pack with Pay as you Go sim card about a week ago, the sim card is now in my phone and the number transfer has been completed yesterday.
However the credit says £0 although my debit card has been credited £15.
How do I activate the pack I bought?

0 Helpful
10 REPLIES 10
Saffira
Valued Contributor
Valued Contributor

‎28-03-2023 12:03 PM

Hello,

I bought a pack with Pay as you Go sim card about a week ago, the sim card is now in my phone and the number transfer has been completed yesterday.
However the credit says £0 although my debit card has been credited £15.
How do I activate the pack I bought?


0 Helpful
Saffira
Valued Contributor
Valued Contributor
In response to Saffira

‎28-03-2023 12:05 PM

sorry I posted this in the wrong location, please ignore.

0 Helpful
Northerner
EE Community Star
EE Community Star

‎28-03-2023 12:20 PM

Hi @Saffira 

Try restarting your device. 

Then text BA to 150. What does it say? 

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
Saffira
Valued Contributor
Valued Contributor
In response to Northerner

‎28-03-2023 12:24 PM

Your current balance as of today 12:23 is £0.00. For more info on your packs, add-ons or free boosts, go to MyEE. ee.co.uk/myee  For info on our other Text Services, reply HELP or go to ee.co.uk/textservices 

0 Helpful
Saffira
Valued Contributor
Valued Contributor

‎28-03-2023 12:26 PM

This is

This is what happens when I log into my account

5454564.JPG

0 Helpful
Northerner
EE Community Star
EE Community Star
In response to Saffira

‎28-03-2023 12:29 PM

Hi @Saffira 

Did you buy the credit on your old number, same as your account did you register this on your old number? 

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
Saffira
Valued Contributor
Valued Contributor
In response to Northerner

‎28-03-2023 12:31 PM

I bought the credit as a sim card pack on the website, it wasn't linked to my old number yet as I did a number transfer. My account is linked to my old number as I've been with EE before. 

0 Helpful
Katie_B
EE Community Support Team
In response to Saffira

‎28-03-2023 01:59 PM

Hi @Saffira. 

If your old number was no longer with EE you won't be able to sign in to your old My EE account. 

Our customer care team will be able to look into this further please give us a call on 0800 079 8586 free from any landline or provider. 

Katie

0 Helpful
Saffira
Valued Contributor
Valued Contributor
In response to Katie_B

‎28-03-2023 02:19 PM

I figured that would be the case, so I created a new account and linked it to the number which still didn't help.

I had to top up again as I really need mobile data during the week so hopefully can get a refund sorted for the first credit that was never activated.

0 Helpful