New SIM-card and 0 credit after buying £10 pack

[KineCharlotte]

Hi. I bought a new SIM-card yesterday and when I registered, I bought the £10 subscription pack with 20 GB, 500 mins etc. I can use data, but it’s not possible to send texts or make calls. It says 0 in credit, but on “allowances” it says that I have used a few MB and still have left 500mins and unlimited messages. What can I do to make it work properly? 
Thank you! 

[Christopher_G]

Hi @KineCharlotte 

Welcome to the community.

Are you in the UK at the moment? Is your phone showing a good signal connection?

Chris

[KineCharlotte]

Thank you Chris, and thank you for your answer!

I’m in London, and the signal connection shows two bars. 

When I try to call, it says that I don’t have enough credit to make the call. In the app it says that I have 0credit, but still 500mins left. 

Thank you for helping out!

[Christopher_G]

You're welcome, @KineCharlotte 

Have you tried restarting your phone?

Chris

[KineCharlotte]

Yes, and the problem continues.

Kine Charlotte 

[Christopher_G]

OK, thank you for trying, @KineCharlotte. I recommend speaking to our Mobile Care team so they can check your account for you and hopefully get you up and running.

Chris

[XRaySpeX · Accepted solution]

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

Are you trying to call/text a non-UK no.? It's only if you were trying to call outside UK that you would need credit.

[KineCharlotte]

Thank you. That’s seems to be the issue. I tried calling another country. 

[XRaySpeX]

Ah! The pack only includes calls & texts to UK from UK.

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.