Top up

[Eddie313]

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.

 

[XRaySpeX]

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.

[Eddie313]

Hey there,

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

[XRaySpeX]

So, a top-up voucher works but  using your EE a/c or  Fast Top Up doesn't?

[Eddie313]

Spot on!

Sent from my iPhone

[XRaySpeX]

Then it's peculiar!

When did you last make a chargeable action other than topping-up?

[Eddie313]

Last month

Sent from my iPhone

[Michael_D]

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

[Eddie313]

Hi Michael,

I have done 2 other cards as well, it says something is wrong. No matter what card you use it’s declined.

Sent from my iPhone

[Rach_H]

When you speak with the team are they able to process this for you @Eddie313?

Rach