TOPUP issues

[Mikey2]

Hi I’ve just travelled outside the EU and tried to TOPUP by €20 but everytime I do my balance goes straight back to €0 almost instantly and my plan doesn’t activate. I’ve lost money because of this and also have only been able to use my phone with wifi which is hard to find where I am at the moment. Can someone help me?

[Three_Derv]

HI @Mikey2, if you top up by your plan activation amount and are on one of our drawdown plans the credit is taken automatically to activate your plan. Your plan allowances will only work within Ireland or the EU. You will need to have credit to use your phone outside the EU. I am more than happy to check out your account and confirm what's going on. If you can PM with your mobile number, full name, address and date of birth we can go from there. Dearbhaile