I purchased a pay as you go e-sim and I’ve ran out of data I logged into my account and wasn’t able to find an add on I could only top up so I did. I topped up £10 thinking that I could use this to purchase an add on but again I can’t find this option I can see what add ons are available and it also gives instructions on how to purchase one which I began to follow but the add on option isn’t there in my account so I’ve topped up £10 for nothing. It’s very confusing and complicated
Question
add ons
Hi
I’m really sorry for the confusion this has caused. I completely understand how frustrating it must feel to top up £10 expecting to be able to buy an add-on, only to find the option isn’t available in your account. That’s definitely not the experience we want for you.
At the moment, we are experiencing a system issue with Selfcare, which means some account features, including purchasing add-ons via your online account, are temporarily unavailable. A maintenance message is currently active on the Selfcare front page, and this is also why the add-on option is not appearing for you, even though your top-up has gone through successfully. The good news is that your usage and connection are still working as normal; it’s just the account management side that’s affected.
Please rest assured your £10 top-up is safely on your account and will be available for you to use once the system is back up and running. As soon as Selfcare is restored, you should be able to log back in and purchase your chosen data add-on without any issues.
Lamiya
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