buying a pack

[mockno1]

i topped up my EE sim card but when trying to buy a pack it keeps saying prepaid packs error,im trying to use the credit i have on my sim account to purchase the pack,i also tried using bank card

[Christopher_G]

Hi @mockno1 

Welcome to the community

If you text AL to 150, what does the reply say?

Chris

[XRaySpeX]

Have you tried texting ALL PACKs to 150 & selecting the 1 you want?

[mockno1]

it says cant send message

[Michael_D]

Thanks @mockno1 

Have you used the SIM recently before topping it up this time? If it hasn't been used for more than 6 months, it may be in hibernation. 

Michael

[mockno1]

i just use it as a spare secondary sim from time to time,how can i bring it out of hibernation,

[Michael_D]

@mockno1 You'd need to speak to our customer service guides over the phone so they can check to see if it is in hibernation and if it is, see if they can remove it.

If it isn't in hibernation, they can see what else can be happening and help add the pack.

You can see how to reach the team from any phone on our Contact Us page.

Michael

[mockno1]

i pop my ee sim card into my phone and try to launch the ee app it says theres been an error soi connect to ee website and it tells me i have £15 credit,which i put on it last week,i click on purchase a pack and choose the £15 pack then i click on top up and pay by credit then it says pre paid packs error everytime,ive tried choosing a £10 pack but just the same pre paid packs error.i have £15 of credit so sim card must be getting recognised,if i try to call it says i dont have enough credit to make a call and it wont text either

[Michael_D]

It would be best to speak to our customer service guides so they can see exactly what is happening @mockno1 

If it has gone into hibernation, the SIM is still active but suspended so cannot be used.

Michael

[mockno1]

i was trying that yesterday but it was puttng me thru to a top up line,i`ll try again today thanks