Top up and card payments not working

[charliestrat]

I am trying to purchase a plan on a pay as you go sim that i haven't used for a while. I have just added £10 top up to buy a plan. It says payment error when trying to pay with top up. It also says payment error when trying to pay with card. I am unsure what the issue is here. 

[XRaySpeX · Accepted solution]

How long's a "while"?

Sounds like your PAYG SIM may have gone into hibernation due to non-use. If it has, topping-up now would be too late.

When did you previously make a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

[charliestrat]

Definitely over 6 months, I have added top up to the account today and I have been recieving texts from 150 to the phone with the sim. I am trying to use that top up to buy a pack or add on, but no luck yet...

[XRaySpeX]

You're not listening! 6 months - definitely in hibernation. Wasting time & money topping up. Your only recourse is calling CS to reactivate it.

[charliestrat]

i see yes, sorry misunderstood, will do that