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12-02-2025 08:26 PM
No one has been able to help me to solve the issue yet even EE!!!
It’s been a long time I cannot top up my balance and I have tried everything what I have been told by the community, EE and other advisors.
Solved! See the answer below or view the solution in context.
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16-02-2025 09:38 AM
@Eddie313
If trying all those methods continues to give you an error message, the best option will be to contact our Technical Support team in Customer Service who'll be able to raise a ticket for this to be investigated and corrected.
I can imagine it's not convenient having to obtain a voucher or visit the EE store each time. It's strange for this to have started over the last 3-4 months.
Ali
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12-02-2025 09:23 PM
How long's "a long time"? Sounds like your PAYG SIM may have gone into hibernation due to non-use.
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.
To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone
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
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12-02-2025 11:09 PM
Thanks for your answer. I have been using the sim card for roughly 2 years and I top up my balance each month. I have got another sim card which monthly there is no problem, the payment is being taken every month from the same bank card, however when it comes to my pay as you go sim card its been a nightmare over the last couple of month (3 or 4, even more)? Either I need to get a voucher to top up my balance or ask EE to help me out to do it themselves.
Sent from my iPhone
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12-02-2025 11:33 PM
So, a top-up voucher works but using your EE a/c or Fast Top Up doesn't?
To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone
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
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13-02-2025 03:26 AM
Sent from my iPhone
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13-02-2025 03:31 AM
Then it's peculiar!
When did you last make a chargeable action other than topping-up?
To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone
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
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13-02-2025 08:09 AM
Sent from my iPhone
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13-02-2025 10:24 AM
Hi @Eddie313
Have you been able to try another card, if you have access to one? It just helps us to narrow down whether it is something on the account or if it is that particular card.
Michael
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14-02-2025 10:44 AM
I have done 2 other cards as well, it says something is wrong. No matter what card you use it’s declined.
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14-02-2025 12:56 PM
When you speak with the team are they able to process this for you @Eddie313?
Rach
