Knowledge Base

credit not working

Started by: vickychannon
On: 08/02/2018 | 11:10
Replies: 15

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by: vickychannon
on: 08/02/2018 | 11:24
it shows that i have 45000 minutes left in my goodybag until 8/3/18

so should i contact and agent because it is showing that i have the minutes?
Message 11 of 16
by: danhamman
on: 08/02/2018 | 11:25

What number are you trying to call? (first 6 digits...)



Message 12 of 16
by: eddiehk6
on: 08/02/2018 | 11:27 edited: 08/02/2018 | 11:29

hi @vickychannon

Please check your dashboard:

Your ‘goodybag’ is on the left and ‘airtime credit’ / ‘balance’ is on the right, and they are two completely separate things:

• A ‘goodybag’ is a bundle of calls, texts and data which lasts for a calendar month

• ‘Airtime credit’ / 'balance' is generally used separately on top of a goodybag for extras which are not included in your goodybag allowances, such as MMS, international calls, premium numbers (e.g. 084x) and roaming.
Your credit does NOT expire after a month like a goodybag.

Can you list the first 6 digits of a number you can't call?

If you only have a goodybag, these minutes are only only for standard UK mobiles and landlines. Have you tested that these still work?

Numbers such as 084x and other premium rate numbers are NOT included in goodybags, and are charged separately per minute from ‘airtime credit’.

You can purchase additional airtime credit here (minimum £10):

Or alternatively, if you want to save yourself some money, try searching for an alternative freephone number which would come out of your goodybag minutes so you don’t have to pay any extra:

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Message 13 of 16
by: danhamman
on: 08/02/2018 | 11:28 edited: 09/02/2018 | 12:16

0844 numbers cost 25p per minute (plus service charge) and come out of your credit, NOT your goodybag



Message 15 of 16
by: vickychannon
on: 08/02/2018 | 11:29
ahhhh okay thank you so much guys Smiley Happy <3
Message 16 of 16