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I have two numbers but can only top up the first number

rw231
Investigator
Investigator

‎30-10-2023 01:25 AM

I have two mobile numbers registered in the EE app.  Both numbers currently work- they’re live numbers I can use.  But the second number has 0 credit now so I want to add credit to the second number.  But when I select the second number and try to top up credit for that number the app defaults me back to the first number, I.e. there seems to be no option in the app to add credit to the second number.  So unless there is a solution then this second number will expire (I live abroad so manually buying a credit voucher in the UK is not an option for me).  Any ideas how to solve this?  I believe it’s an app problem.

5 REPLIES 5
Katie_B
EE Community Support Team

‎30-10-2023 07:17 AM

Hi @rw231. 

Welcome to the community. 

When was the SIM in question last used for chargeable activity?

Have you tried logging in to your EE account online rather than the app?

Speak soon, 

Katie

0 Helpful
rw231
Investigator
Investigator
In response to Katie_B

‎30-10-2023 10:51 AM

Thanks for the reply Katie. The website doesn't help I'm afraid - It has a slightly different issue where when I click into the second number it displays no information at all, not even a link to top up credit. The second SIM is a 30-day PAYG activated on 13th October so it is still active. I just want to add credit so that I can extend it beyond 30 days (but I want an add on not a subscription pack).
0 Helpful
Katie_B
EE Community Support Team
In response to rw231

‎30-10-2023 11:08 AM

Please could you try topping up via the Fast Top route @rw231?

Our customer care team will be able to help get your number linked to your account. 

Katie

0 Helpful
rw231
Investigator
Investigator
In response to Katie_B

‎30-10-2023 12:15 PM

Hi Katie, I didn't previously know about the fast popup route - that worked. Also, now that my second number has a non-zero credit balance, the section of the app which allows me to make further credit top ups is now visible for my second number, whereas it wasn't visible previously. So now at least my problem is resolved - I can manage this second number via the app. That said, I would still say that it's an app (and website) bug not to allow a credit top up unless there is already a non-zero balance. Logically that doesn't make sense. Also the website continues to tell me "Sorry, something went wrong and we cannot show up your remaining usage at the momentTry refreshing or try again in a few minutes" for my second number, while it has no problem showing me the details of my first number, meaning that the website functionality still doesn't allow me to top up. Anyway, I'll leave that for EE to work on at their leisure. Thanks again.
0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to rw231

‎30-10-2023 12:40 PM

Hi @rw231,

Have you purchased a pack for your second number? You should be able to see your allowances in the app once you have.

James

0 Helpful