Top-up credit not visible

lizzie_bee_58 · ‎03-08-2026

I recently bought SIM-Free PAYG phone to use as a second phone. At the same time I bought an EE SIM card as my main phone is EE and I am happy with the coverage. I went online to add credit to the phone on Thursday 30/7 and paid £10 using a credit card. There are three issues - a) I have been checking the phone every day since and the balance is registering as nil; b) the debit is showing up on my credit card account not as EE Top Up but as a company based in Cyprus; and c) yesterday I saw a debit of £49 from the same Cyprus registered company on my credit card account. I spoke to my credit card fraud department to confirm that the payment was not authorised by me and found that it had been set up as a subscription. This is clearly a scam of some sort, but it has made me hesitant to top-up again online.

Peter_W · ‎03-08-2026

Welcome to the Community, @lizzie_bee_58

I'm glad to hear you've been able to get to the bottom of what's happened here, and fingers crossed your credit card company can handle the charges.

One thing just to be aware of though - did this page ask for your EE login details too?

If it did, I would recommend resetting your password via the option on our main login page - just enter your email address the on the next screen select the 'forgotten password' option.

Peter

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XRaySpeX · ‎03-08-2026

@lizzie_bee_58 wrote:
b) the debit is showing up on my credit card account not as EE Top Up but as a company based in Cyprus.

That's a Red Flag for sure!

@lizzie_bee_58 wrote:
I went online to add credit to the phone on Thursday 30/7 and paid £10 using a credit card.

How did you top-it up? Where exactly did you go online to do so?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

lizzie_bee_58 · ‎03-08-2026

I'm not sure if I went via the EE website or searched EE PAYG mobile on Google then went via a link. I'm usually ultra-cautious checking URL addresses. It certainly looked like a valid EE site. Today I went onto a top-up page via the EE website and it looked the same - although I know that means nothing these days. I looked up the top-up company as well and on a Trust Pilot page where a number of reviewers had a similar tale. I'm off to my local EE store this afternoon to at least get the phone topped up and then I'll contact the credit card company.

XRaySpeX · ‎03-08-2026

Ah, a Google search! Most dangerous! Bet you fell for 1 of the top "Sponsored" results got up to look legit & placed before the official site.

The official EE Top-up site is Fast Top-up online to pay by UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details.