bought a £10 pack but it didn't renew

[katy_05]

hi there!

so i bought a £10 PAYG voucher the other day, it was set to renew on the 14th of June but i did it on the 13th because i was told to do it within 7 days. 

i have £10.40 on my credit, it shows when i go on the MyEE website, but everytime i type things like "AL", "BAL", "NOW" it says i need £10 credit for the pack to renew. 

i could understand if it was a day later and it didn't renew, but it was a day before it was due to renew. i don't know what else to do. 

[Katie_B]

Hi @katy_05. 

Thanks for coming here. 

I am sorry to hear this. 

Are you able to give us a call on 150? Our customer care team will be able to get this activated for you. 

Katie

[John897]

I am having a similar issue this week. I topped up £10 for the smart 10 pack and I received a text stating "sorry we are unable to process your request, please try again a little later. I have been trying since Friday to activate my new monthly pack but keep getting the same message. I have £17 credit in my phone and so not sure why my £10 pack cannot be added this time round. 

[Christopher_G]

Hi @John897 

I'm not sure why this isn't working for you. I recommend following @Katie_B's advice to speak with our Mobile Care team on 150. They'll do their best to get this set up for you.

Thanks

Chris