Unable to pay for a plan using credit on a new sim card

[MartinBerms]

Hi everyone,

So I bought a brand new EE sim off ebay last week as it was a special deal with the data amount.

The sim arrived quickly so I sent the seller a message who then added £15 of credit as part of the deal. So I have set up the EE app and I am now wanting to pay for a £15 plan with the credit I have before adding my card details.

If I try to pay using the credit amount on the app for a £15 plan it states that something has gone wrong. If I pay on the website using the credit, a message comes up saying payment successful but no money from the credit is removed so still shows £15 of credit and not plan has started.

Don't suppose anyone has any idea what is going wrong? Do I need to pay by card first to then be able to use the £15 credit another time?

Thanks for any help or advice

[Rach_H]

Hi @MartinBerms,

Welcome to the Community!

I'm sorry to hear you're having this trouble with using your credit, as this certainly isn't what we'd expect to see. I'd recommend giving our team a call, and they will be able to look into why this is happening, and help you to get this resolved.

Rach

[XRaySpeX]

@MartinBerms : What does texting AL to 150 from your no. fully report verbatim (it is free)?

Try texting PLAN15 to 150 to buy the pack.