I didn’t use my top up credit. Why has it run out?

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If you have a pay as you go number that you haven’t used for a while it may go into hibernation and any remaining credit will be lost. Here’s how to ensure you don’t lose your number or credit.

Why has my account gone into hibernation?

Why has my account gone into hibernation?

If you’ve had no chargeable activity on your account within 60 days we’ll contact you by text to make sure you’re still using your SIM card and that you’d like to keep your account active.

If you haven’t used your phone for any chargeable activity for 179 days then your account will go into hibernation and any credit will be removed. Don’t worry, at this point it’s not too late to reinstate your number and credit – you just need to call us to reinstate your account.

  1.  

    call 150 from your EE phone

  2.  

    call 07953 966 250 from any phone

What is a chargeable activity?

What is a chargeable activity?

  1.  

    voice and data usage – this includes making calls, sending text messages and photo messages, retrieving a voicemail, and using data

  2.  

    topping up your account

  3.  

    buying a pack or add-on

Any of the chargeable activities can be made in the UK and abroad to keep your account alive.

How can I reinstate my account from hibernation?

How can I reinstate my account from hibernation?

If you want to reinstate your number and credit you will need to call us within 90 days of the account being in hibernation and we will be able to reinstate them.

If we don’t hear from you after 273 days we’ll assume that you no longer wish to keep your account and we will recycle the number and all credit remaining will be lost.

Thanks for your feedback

 
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