Failed top up

[Eepayg]

I bought a new ee pay as you go sim and topped up online from my other phone and it showed successful and I got the confirmation email but it didn’t go on the account, I have since put the sim in a phone to activate it and top up to receive the data pack but the first top up has disappeared. Any ideas what I can do about this. 
Thanks 

[XRaySpeX]

What does texting AL to 150 from your no. fully report verbatim (it is free)?

[Eepayg]

It’s only showing the credit from the second top up. The data I have left , minutes and texts but no sign of the first one that I done. I realise that I should have activated it first possibly but still would have thought there would be a record of this top up as I have the confirmation text 

[XRaySpeX]

That's correct! The 1st top-up bought the pack that you have which is listed as "data I have left , minutes and texts". As you still have the 2nd top-up as listed there your books balance.

[Eepayg]

Sorry don’t think I made it clear. It’s only showing the data pack, not anymore that the one 10 credit worth. Thanks for your help. I might have to just accept that it’s lost. 

[XRaySpeX]

Let me see the the exact response to AL as I originally asked & I'll tell you where you stand. Just copy & paste it here.

[Eepayg]

Your current balance as of today 17:05 is £0.00. You have 500 minutes, unlimited texts and 8.5GB remaining until 09/12/2024 for your £10 Pack. Your remaining data includes of rolled over data. Your last top up was £10.00 on 08/11/2024 at 15:37. For more info on your packs, add-ons or free boosts, go to the EE app or ee.co.uk

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

[XRaySpeX]

I thought you said it was showing the credit from the second top up. It isn't! It's showing £0 credit. Looks like you're missing the 1st top-up. I should complain to CS. 

You said in your OP that you topped this SIM up from another phone. You sure that didn't top up that other phone?