Top up payment taken but cannot apply add-on - how to get a refund

[Nora77]

I have topped up £20, but when I try to apply an add-on pack an error message states AddOns Purchase Error try later.  How do I get a refund?

[Leanne_T]

Hi @Nora77 

Thanks for coming here. 

Can you text BALANCE to 150 and let me know the full reply? 

Which add-on are you trying to purchase? 

Leanne 🙂

[Lgent]

I have the same problem. I can't use the credit. I can't withdraw it either. The line will be cancelled but I can't do anything even though I have credit. Customer service is really terrible. I can't reach anyone. Don't say SMS or call 150, because it doesn't work.

[Alex_H]

Hi @Lgent,

Welcome to the EE Community 🙂

I am sorry you are having an issue with using your credit and getting in contact. With you mentioning the line will be cancelled, have you received communication that your number has been hibernated? This will happen if there has been no chargeable activity after 180 days and would likely be the cause of your issue with calling and texting, what is happening when you try and call 150?

You can also call us on 07953 966 150 from any other phone and on of our guides would be able to remove the number from hibernation. You can find out more about Pay as you go hibernation on our post here What is pay as you go and flex hibernation, and how do I stop it? - The EE Community

Alex