EE Customers should ensure they've removed the Content Lock from their account.
If you're on a pay-as-you-go contract, you should ensure that you have sufficient credit to receive the messages. Each message is chargeable to receive, so if you don't have enough credit, it will not get to you. Even if you think you have enough credit, some messages may fail to reach you if you have recently topped up. Turn your phone off and on if this is the case, as this updates some part of the network of your new credit status.
If you have ported your number from one network to another, you will not receive SMS messages until you send us an SMS message. This is so our system can learn what network you're on (as your previous network will not accept messages for you). Just text SMSC to 89910 and then request your SMS Credits again.
If you know that you didn't have credit and/or you have left a time period for the messages to arrive (should be immediate), or have ported, you can delete the requests so you may request more. This will not delete any messages in the system, and if they are subsequently delivered, you will need to supply us with the codes to activate them. You can delete the requests from your SMS Credit Activation page.
If none of the above applies, please click here and provide the following information:
- Current network provider
- Have you moved networks whilst keeping your number
- What contract type do you have? Pay as you go or pay monthly. If pay as you go, then:
- How much credit do you have on your phone
- When did you last top up with credits
- What handset do you have
- How many messages do you currently have stored
We can then contact our SMS Provider and they can look into it.
What to do if I have deleted the SMS credits I received?
If you have requested credits via SMS but deleted them before entering the codes on the site then we may be able to activate them for you.
We request a delivery report with every message we send you. If we can see that the messages were delivered to you then we will credit your account accordingly. If there is no delivery information then obviously we cannot.
Be advised that we get delivery information for every message sent from the site, including the free ones. So we will be able to see if your phone/network is returning delivery information to us.
If you didn't receive the messages then you have not been charged. We can cancel any undelivered messages for you, just get in touch here.