Had money (where’s it gone)

[Unicorn89]

I had money on my phone and now it’s disappeared 😕

I don’t understand why ?

I went to use it today and say I have zero pounds and zero pence 

I haven’t used it all so why have I now got nothing 

[MI5]

@Unicorn89 

If you don't make a call at least once every 6 months, the sim will be disconnected.

You will need to contact O2 to see if they can reconnect you.

You should contact customer service as they can help with that – message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or call on 0344 8090222.

You can use Skype to call Guide: A Guide to Skype 

[Unicorn89]

I only got sim last month I think at the earliest and it had 10 pound on and now it doesn't (unless we were to use it when we got it)

[MI5 · Accepted solution]

@Unicorn89 

On bundles the credit is exchanged for allowances which last for 30 days, so you'll need to top up again to get a new months worth of allowances.

https://www.o2.co.uk/help/pay-as-you-go/big-bundles

Guide How to Top Up (PAYG) 

[Unicorn89]

Thank you  

[MI5]

Welcome

[pgn]

As well as the disconnection after 6 months mentioned above, if you are on a PAYG bundle (vs the older, now unavailable, PAYG Classic), then your top-up will be used to pay for your bundle (calls, data, texts) on the same date that you first topped up your PAYG SIM, every month. Assuming you first topped up your SIM on 28-Oct, you will have here balance from 29-Oct to 28-Nov, but have full use of your bundle allowances in that time. If you then top up by £10 (assuming you are on a £10 BigBundle, for example) on 25-Nove, you will show with £10 balance until 28-Nov, the anniversary of your very first top-up, and on 29-Nov, your balance again drops to zero - but your call usage can continue until 28-Dec or until you exhaust your call, SMS, or Data, allowance.

Pretty sure you were aware of that, but your post did not say if you had zero balance but full use of the phone, or your phone had stopped being able to make calls, to connect to cellular WiFi, and could not send any texts.

If your service has stopped working completely, then you will need to do as advised above and contact O2 CS to top up and get reconnected. Good luck, @Unicorn89.