Unable to buy

angelasc80
Investigator
Investigator

‎07-04-2024 07:30 AM

I'm currently out of UK and had to change my smartphone, so I had to install WhatsApp and now I can't receive the 6 digits code to go on with the installation. I've topped up 10 in credits and want to use it to buy an add on, but neither the EE app nor the website are working, there's a message saying that's an issue that will soon get fixed. As you can see, it's very urgent, because I'm not able to communicate without buying the add ons. Can someone please help me asap? Thanks a lot

0 Helpful
6 REPLIES 6
Northerner
EE Community Star
EE Community Star

‎07-04-2024 08:24 AM

Hi @angelasc80 

Was your PAYG sim used in the UK before you went abroad. 

When was the last time you made a chargeable call or text on your PAYG account. 

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
angelasc80
Investigator
Investigator
In response to Northerner

‎07-04-2024 08:51 AM

Hi there!

Thanks for the kick reply. 

Yes, I've been using it for 4 years in UK. 

The last time I made a chargeable text was a month ago.

Can you help me, please?

Thanks a lot

 

0 Helpful
Christopher_G
EE Community Support Team
In response to angelasc80

‎07-04-2024 11:01 AM

Hi @angelasc80 

Could you try searching for a different network carrier to see if you can receive those codes?

Chris

angelasc80
Investigator
Investigator
In response to Christopher_G

‎07-04-2024 12:40 PM

Hello

I did it, unsuccessfully. The problem is with EE system. Have a look at the screenshot, please. Thanks 

Screenshot_20240406-060058~3.png

0 Helpful
XRaySpeX
EE Community Star
EE Community Star

‎07-04-2024 01:49 PM

Where are you?

Why do you need to buy an add-on? Receiving texts are free world wide.

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 Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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bristolian
EE Community Star
EE Community Star

‎07-04-2024 01:52 PM

You do not need add-ons to receive a text message abroad, what you need is a connection to a mobile network - this is called roaming.

Have you used this phone abroad previously? Does the phone show a mobile network connection?

If no to both the above questions - did you use this PAYG phone in the UK before travelling abroad?