What is Flex Pay?
Flex Pay lets you spread the cost of a phone through a separate credit agreement.
When you buy a phone with Flex Pay, you'll:
- choose how much you'd like to pay upfront
- choose how long you'd like to repay the remaining balance over
- pay 0% APR on your device credit agreement
The credit provided can only be used towards the cost of your phone. It can't be withdrawn as cash or used for anything else.
This gives you more flexibility to choose a monthly payment that works for your budget.
Need to know
EE Finance is a separate finance option available on selected products, such as laptops, tablets, smart watches and games consoles. It offers fixed repayment terms of between 3 and 48 months.
If you're looking for a fixed-term finance option rather than a credit agreement for a phone linked to your EE plan, it may be a suitable alternative.
Find out more about EE Finance repayment options.
Choosing a payment option
When you place your order, you can adjust your upfront payment and repayment term to find a monthly cost that works for you.
You'll be able to review all available options before making a decision.
Your device and mobile plan are charged separately, so you'll have:
- one Direct Debit for your device credit agreement
- one Direct Debit for your mobile plan
If your plan includes a promotional discount, such as a trade-in offer, it'll only apply for the period stated when you take out the plan. After that, the plan will revert to the standard monthly price.
Your Flex Pay agreement starts when you've signed the agreement. Once your device has been dispatched, we'll let you know when your first payment will be taken.
Understanding your credit agreement
Reviewing your documents
Before you complete your purchase, we'll provide documents that explain how your agreement works:
- Key information - An overview of your device credit agreement.
- Pre-contract credit information - Details of the credit agreement and your responsibilities.
- Device credit agreement - Your legally binding consumer credit agreement, which includes the cost of your device, payment details, the agreement length and the 0% APR
You'll need to read and accept these documents before your order can be completed.
If you'd like more time to review the documents, we can send them to you and hold your offer for up to 48 hours.
Credit checks and repayments
As Flex Pay is a credit agreement, we'll share information with credit reference agencies. Taking out and managing the agreement may affect your credit score, so it's important to make sure the repayments are affordable for you.
You can repay your Flex Pay balance early at any time and there are no charges for doing so.
Managing your agreement
Managing your account
The My EE app is the easiest way to manage your account and access important documents.
You can use it to:
- view your device credit agreement
- access account documents
- manage your plan
- check your account information
Getting support
If you need additional support, let us know before taking out your agreement. This could include accessibility requirements, a disability, being neurodivergent, or any other circumstances where you may need extra help.
It's also important to tell us if your personal circumstances change and may affect your ability to manage your repayments.
Missed payments
Missing payments on your Flex Pay agreement could affect the services you receive from us. We'll always aim to understand your circumstances and explore available options before taking further action.
If you're having difficulty making payments, or think you may have difficulty in the future, contact us as soon as possible. We'll discuss the support and options available to you.
If you have more than one Flex Pay agreement
If you've bought more than one device using Flex Pay, your payments are normally shared across all of your active agreements.
If you don't pay the full amount due, we'll divide the payment between your agreements based on what's outstanding on each one. This helps make sure all agreements continue to be paid rather than prioritising one over another.
If you'd like to make a payment towards a specific Flex Pay agreement, contact us and we'll be able to help.
Your device payments are collected separately from your mobile plan payment. If you have multiple Flex Pay agreements, they'll appear together as part of your device payments rather than being paid through separate Direct Debits.
If your circumstances change
Cancelling your agreement
You have the right to withdraw from your device credit agreement within 14 days of receiving your device.
If you withdraw, you'll need to:
- tell us within the 14-day withdrawal period
- repay the remaining device balance in full within 30 days
You can keep the device while doing this and continue with your plan if you choose to do this.
Leaving EE or upgrading
If you leave EE during your minimum plan term, early termination charges may apply and you'll need to repay any remaining Flex Pay balance.
If you leave after your minimum plan term ends but before all device payments have been made, you can continue making payments until your device agreement ends naturally.
You can repay your remaining balance at any time if you'd prefer to settle your agreement early.
If you're upgrading, any existing Flex Pay agreement must be paid off before you can take out a new one.
Flex Pay Device Credit Agreements are personal credit agreements and can't be transferred to another person as part of a change of ownership.
Your airtime plan and Flex Pay agreement
Your airtime plan and Flex Pay agreement are separate agreements.
When your minimum airtime plan term ends, you can:
- move to a different airtime plan
- stay on a rolling monthly plan
You can do this even if you're still making payments under your Flex Pay agreement.
Help and complaints
If you need help with your agreement or would like to make a complaint, you'll find details of our complaints process in Section 18 of your Device Credit Agreement.
You can also contact us by phone or in writing and we'll work with you to resolve the issue.