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Trouble with sim card

Phil045
Explorer

‎19-05-2026 12:43 PM - edited ‎19-05-2026 12:45 PM

I brought a simcard from my local supermarket which I put in my phone paid for the £20 sim plan (£18) only to find out that another SIM card was coming in the post. So once that came I put that in my phone and got a leaflet to scan the QR code. However it didn’t work. So i went in my local EE who said they’ve never seen this leaflet before. So after about an hour he got it sorted we kept the number I got in the post he showed me that the original £18 was on my account and would be used to pay the £13 for the deal I took out in the store that day. But it doesn’t show up on my account my end. So my question is where is £18 if it not showing my account? 

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3 REPLIES 3
XRaySpeX
EE Community Star
EE Community Star

‎19-05-2026 12:58 PM

@Phil045 : It would appear that you ordered a £13 pm contract in an EE store & bought a  PAYG SIM in a supermarket. Why did you do that?

If the store staff did it correctly, the credit on the PAYG SIM should be added at credit to your contract a/c.

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Phil045
Explorer
In response to XRaySpeX

‎19-05-2026 01:18 PM

No I got a simcard from a supermarket it didn’t work after putting on £20 plan. I got an email several hours later saying my SIM card with the £20 plan was now coming in the post. When it came it didn’t work so I went to store they said they had a deal on £13 so I just signed up for that as he’d never seen these leaflets come in the post with the QR code. However I still paid £18 so I want that back now. 

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Rach_H
EE Community Support Team
In response to Phil045

‎19-05-2026 04:10 PM

Hi @Phil045,

Welcome to the Community!

I'm sorry to hear about the trouble you've had with your PAYG account. We do not have account access here on the Community, so I'd recommend reaching out to our team, and they can take a look into what has happened, and the information you were given by the team in store.

Rach

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