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 you're experiencing below for help:
Issues buying a plan
If you don’t already have 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 your card has expired, head to Orders and Payments to update your details, then try your purchase again.
If you already have a plan and can't buy another
If you already have a plan and can't buy another
This could be caused by a number of things, such as:
If you buy a new plan while you’ve got more than 500 MB left on your current one, your new plan will be queued. It’ll start when your current plan ends. To check, look at the amount left and whether it says MB or GB:
Less than 500 MB: you can start your new plan early (for example, 350 MB)
500 MB or more: your new plan will be queued (for example, 800 MB)
Anything in GB: your new plan will be queued (for example, 16 GB)
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
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
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 your card has expired or you need to add a new one, update your payment details at Orders and Payments, then try again.
Need a hand? Ask the community. Our members know their stuff and are happy to help.