Haven't received £5 free credit

[cbmaxyz]

I have a pay as you go EE SIM and on 17 July I got a text from 150 saying that if I topped up by £5 within 7 days then I would get £5 free credit.  I did this using the app on 23 July, but 2 days later I still haven't received the free credit.  Does anyone know when this will happen, please?

[Leanne_T]

Hi there @cbmaxyz 

Thanks for coming to the community. 

Did you receive a text after topping up to let you know the free credit would be added? 

If you text BALANCE to 150, what is the full reply? 

Speak soon 🙂

Leanne. 

[cbmaxyz]

Hi @Leanne_T, thanks for your reply.  On Wed at 10:33 I got the text "Don't forget to top up before midnight tomorrow to get your £5 free credit. Visit My EE or call 150 to top up now".

So I topped up straightaway and then at 10:37 I got "Thanks for topping up £5.00, your new balance is £7.00. You can manage your account through the EE app or by texting HELP to 150."

So no, unfortunately, the second text didn't mention the free credit - even though the text a few minutes earlier did.

If I now text BALANCE to 150, I get this message: "Your current balance as of today 16:16 is £7.00. Your last top up was £5.00 on 23/07/2025 at 10:37. For more info on your plans, 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"

[Rach_H · Accepted solution]

Thanks for coming back to us @cbmaxyz 

If the free credit has not been added, please get in touch with our pay as you go guides and they will get this fully looked into for you. 

Rach

[cbmaxyz]

Thank you @Rach_H  I called 150 and they saw there'd been a mistake and were able to add my free credit. Thanks again!

[Ritu_D]

That's great to hear @cbmaxyz 

Thanks for letting us know. 

Have a lush day 🙂

Ritu