Urgent Assistance Required: PAYG SIM Deactivation, Failed Top-up, and Pending ID

[wasim3]

Dear EE Customer Service Team,

I am writing to seek urgent help regarding my Pay As You Go (PAYG) SIM card which I am currently using abroad (in Pakistan). I have attached screenshots for evidence.

My EE Phone Number: *********

1. SIM Inactivity and Deactivation:

I have not used my SIM for any chargeable activity for approximately 8 months. I believe the SIM has been moved to a state of Hibernation or partial deactivation, which is causing service restrictions.

2. Failed Top-up (Screenshots Attached):

I performed a \mathbf{£5.00} top-up last night to reactivate the service, but the credit has not been added to my account. My EE App is still showing a \mathbf{£0.00} balance.

Top-up Amount: \mathbf{£5.00}

Payment Method: PayPal

PayPal Transaction ID: \mathbf{XPM5FM7R}

3. OTP/SMS Issue & Pending ID (Screenshots Attached):

I am unable to receive One-Time Passcodes (OTPs) from third-party services like WhatsApp. I have also submitted my ID verification (Passport + Selfie), but it has been Pending for two days. This pending verification may be linked to the service issue.

Request:

Could you please:

Fully Reactivate my number and ensure all SMS/OTP services are restored.

Manually Credit the \mathbf{£5.00} top-up to my account.

Validate the Pending ID verification.

**********

Mod edit: [please don't post personal information on the community].

[Chris_B]

@wasim3  This isn’t customer support its a public forum and your posting your private information on the internet for all too see. Please read THIS 

You need to read THIS about sim hibernation and how to resolve this.    Nothing will happen from here to get this resolved as there is no access to your EE account.  And just to add your pending ID doesn’t get a sim reactivated it’s got nothing to do with it. 

[wasim3]

Dear EE Customer Service Team,
I am writing to seek urgent help regarding my Pay As You Go (PAYG) SIM card
which I am currently using abroad (in Pakistan). I have attached
screenshots for evidence.
My EE Phone Number:*************
1. SIM Inactivity and Deactivation:
I have not used my SIM for any chargeable activity for approximately 8
months. I believe the SIM has been moved to a state of Hibernation or
partial deactivation, which is causing service restrictions.
2. Failed Top-up (Screenshots Attached):
I performed a \mathbf{£5.00} top-up last night to reactivate the service,
but the credit has not been added to my account. My EE App is still showing
a \mathbf{£0.00} balance.
Top-up Amount: \mathbf{£5.00}
Payment Method: PayPal
PayPal Transaction ID: \mathbf{XPM5FM7R}
3. OTP/SMS Issue & Pending ID (Screenshots Attached):
I am unable to receive One-Time Passcodes (OTPs) from third-party services
like WhatsApp. I have also submitted my ID verification (Passport +
Selfie), but it has been Pending for two days. This pending verification
may be linked to the service issue.
Request:
Could you please:
Fully Reactivate my number and ensure all SMS/OTP services are restored.
Manually Credit the \mathbf{£5.00} top-up to my account.
Validate the Pending ID verification.
Thank you for your prompt assistance.

[Chris_B]

@wasim3  Read what I put.  Repeating with the same comment still doesn’t get this resolved for you.       And this is still a public forum that the whole world could access and you’re posting your private information on here. 

[Katie_B · Accepted solution]

Hi @wasim3. 

Thanks for coming here. 

@Chris_B has provided some really helpful information and links. 

It sounds like your pay as you go SIM could be in hibernation. 

I would recommend getting in touch with our customer care team who have account access and can investigate this further. 

I have also edited your posts and removed personal information. This is a public forum. 

Katie 🙂

[XRaySpeX]

@wasim3 : As you appear to know all about PAYG hibernation & its timescales, why on earth are you expecting to receive OTPs from the likes of WhatsApp after 8 months of idleness. You will know you had a 3 month period of grace to  call CS to reactivate it & by the sound of it you have about 1 month left to do so.

[bristolian]

---

@XRaySpeX wrote:

ou will know you had a 3 month period of grace to  call CS to reactivate it & by the sound of it you have about 1 month left to do so.

---

And to add... if you don't follow the advice given in previous posts, and contact EE-CS ASAP to request reactivation, both your number and credit will be disconnected and irretrievably lost.

[wasim3]

Dear XRaySpeX / EE Moderator,

Thank you for your response and the information regarding PAYG hibernation.

I understand that I must call Customer Service to reactivate the SIM. However, I am currently located abroad in Pakistan and have NO alternative phone line or UK number to call the provided helpline numbers. My only option for contact is through this online platform.

I need urgent assistance from an EE Staff member here. I have a critical issue:

My SIM is not receiving essential SMS/OTPs.

A £5.00 top-up I attempted has not been credited to my account (balance remains at £0.00).

My ID Verification is stuck on 'Pending'.

I have all my account details and the full top-up transaction details ready to share immediately via the Private Message (DM) feature here. I have also reached out on Facebook/X.

Please, can an EE Staff member who has account access intervene urgently?

Thank you for your understanding."

[wasim3]

Dear EE Community/Moderators,

I am initiating a new post because I am facing a critical issue that requires immediate intervention from an EE Staff member who has account access.

I am currently located abroad in Pakistan and I have no alternative UK number or line to call your standard helpline. This online channel is my only way to resolve this.

My Pay As You Go SIM has a service restriction:

It is not receiving essential SMS/OTPs needed for banking and app logins.

I attempted a £5.00 top-up via PayPal, but the credit was NOT applied (my balance shows £0.00 in the app).

My Verified ID status is stuck on 'Pending'.

I have all the necessary details, including my phone number and the transaction proof, ready to share.

Could an EE Moderator/Staff member please initiate a Private Message (DM) to me immediately? I can then securely provide all my private details for an urgent resolution.

[Northerner]

Hi @wasim3 

Read your other thread: 

https://community.ee.co.uk/t5/Pay-as-you-go/Urgent-Assistance-Required-PAYG-SIM-Deactivation-Failed-...

Thanks