Having trouble buying a plan or adding credit? This can be extremely stressful. This guide will help identify the issue and get things sorted. Just select what topping up issue your experiencing below for help:
Issues buying a plan
Issues buying a plan
If you don’t already have a plan
It could be a number of things:
Your credit/debit card may have expired
There could be a typo in your payment details, make sure they're entered correctly
The transaction could have been declined by your bank. In some of these cases you may just need to wait a few hours, clear your browser's cookies, and try again
If you already have a plan and can't buy another.
This could be caused by a number of things, such as:
You still have data left in your current plan. If you try to buy a new plan while you still have more than 500MB, your plan will be queued but won't activate before the previous one expires
If it's after 9pm and your plan is expiring tonight or has already expired then the system 'locks out' all plan purchases until after midnight
You’ve set your plan to recur. If you want to manually buy your next plan then switch off your recurring plan first here
You already have a queued plan. If you want to change the plan you have queued then you need to cancel your existing queued plan
Issues adding credit
Issues adding credit
This could be happening for a few different reasons:
If you’re using a voucher, you may have entered an invalid voucher code
Your credit/debit card may have expired
There could be a typo in your payment details
The transaction could have been declined by your bank. In some of these cases you may just need to wait a few hours, clear your browser's cookies, and try again
If you’re using a UK card from abroad, payments may be rejected by your bank for security reasons
If you’re still stuck, ask our brilliant community helpers. They'll have some great tips to point you in the right direction.
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