Free £10 offer not working

[Bug04]

Why is it that on my leaflet my sim came in it says I can get £10 free credit by texting free10 to 21500, but when i do i get a text stating that this offer is not for you. Can someone tell me why please? Thanks

[EmilieT]

Hey @Bug04, and thanks for coming back to update us! I'll send you a Private Message now then sto get some more details so I can have someone look into this for you 

[Cleoriff]

@EmilieT

From what I understand, you have to contact customer services to manually apply it?

[EmilieT · Accepted solution]

Hey @Cleoriff, it shouldn't be necessary to go through Customer Services for the offer, but in case it doesn't work and the customer is indeed eligible, Customer Services can apply the credit manually 

@Bug04 I've just heard back on your query and the offer has now been applied to your account - any issue, let us know!

[Cleoriff]

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@EmilieT wrote:

Hey @Cleoriff, it shouldn't be necessary to go through Customer Services for the offer, but in case it doesn't work and the customer is indeed eligible, Customer Services can apply the credit manually 

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I fully understand that Emily, I only mentioned it as numerous people have had the same issue with the code not working so have had to resort to customer services.

[EmilieT]

Of course @Cleoriff  So yes any issues with the code can be sorted via Customer Services, but feel free to also bring them to our attention as well if needed, as always!

[MI5]

Thanks @EmilieT

[Bug04]

Thanks @EmilieT

[Ruth6]

Hi all,

I am having the same problem with the same error message. I have got my new SIM for pay and go and topped up with £10 but it says that I am not eligible. I don't want to stay on hold to customer services for this. Please can the team help? @EmilieT 

Thanks,

Ruth

[gmarkj]

Emilie no longer works on the forum @Ruth6, but I can tag some other managers that might.
@Martin-O2 @Marjo @LukasB can you help?

[Ruth6]

thank you