The credit card has been debited but the topping up failed

yancey2008 · ‎08-02-2025

Hello, I encountered a problem when topping up, but I can't find the online customer service. Since I am abroad and it is inconvenient to call the customer service number, I can only look for help here. I used a credit card to top up twice, 5 pounds each time, a total of 10 pounds. The bank card has been debited, and the credit cards are Visa card (ending number 8901) and Mastercard card (ending number 8039). But the webpage prompts that the payment failed, and the amount is not shown in my account balance. Could anybody help me to solve the problem? Thanks a lot!

Northerner · ‎08-02-2025

Hi @yancey2008

If the debit failed then it won't show on your account balance.

When was the last time you made a chargeable call and text on the PAYG SIM.

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.

Rach_H · ‎08-02-2025

Hi @yancey2008,

Welcome to the Community!

We don't want you to miss out on your credit. Do the payments show as having left your accounts, or are these showing as pending?

Rach