Plan won't renew despite having credit

[JezzaSL]

Hello!

I'm on a pay as you go plan. I put credit in last night, but now this morning it hasn't renewed. I've tried texting NOW to 150, and it just says that I need credit, but when I text AL to 150 it confirms that I have a balance of more than I need to renew it. What can I do?

[Christopher_G]

Hi @JezzaSL 

When you text AL to 150, does it say you have an active pack allowances?

Chris

[JezzaSL]

Hi Chris,

No, it doesn't mention anything about an active pack allowance, just my current balance.

Jeremy

[Christopher_G]

Could you post exactly what it says on the reply message when you text AL to 150 please, @JezzaSL 

Chris

[JezzaSL]

Of course!

Your current balance as of today 13:40 is £30.00. Your last top up was £30.00 on 20/11/2023 at 22:33. 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

That's all it says. Hope this helps!

Jeremy

[k4j]

This has been the exact same problem for me today with my £15 pack.

[Christopher_G]

Have you tried changing your pack with the text code on our 'Get Help by Texting 150 on Pay As You Go?' help page, @JezzaSL 

Chris

[JezzaSL]

I got the reply of

To buy your £15 Pack again, simply top up £15 and your pack will start automatically

But the pack didn't actually start

[Christopher_G]

It could be worth having a chat with our Mobile Care team so they can check everything from our side for you, @JezzaSL 

Chris

[JezzaSL]

Okay, thank you for your help! Sorry for the bother!