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[Anon]

i set my cousin up on 48 network and she is aven a bit of trouble she kept her same number an topped up.. she has 21 euro credit bu when she logs onto her account it is tellin her she only has 5euro credit and cant do anythin.. 

[dalyer]

Do you mean that she had €21 credit when she had her number on another network? If so then when she ports her number over to 48 from that network that credit does not also port.

How much did she top up by on 48 since registering?

When did she top up - e.g. after registering the 48 SIM, while the old number was porting?

What does her My History link say?

https://48months.ie/orders/history

Did she buy membership? 

Remember that buying membership takes the relevant amount (€10, €15 or €20) from the credit balance automatically and that money is gone for good as payment for the membership and bundled services.

What does her online account say abour her membership status, expiry date and mobile/landline calls, texts, data and cash credit balances?

If necessary log a support request to ask 48 for help on this issue:

http://help.48months.ie/requests/new

Hope this helps.

[dalyer · Accepted solution]

Oh - just realised her €5 credit might be kickback credit as a result of you introducing her to 48?

https://48months.ie/kickback/what-is

And as I mentioned was the other €21 credit on her old network account in which case this will remain with the old network and not port over with the number? If that is the case then she needs to talk to the old network to see if she can get a refund of unused credit. I don't know if (m)any pay as you go operators do such refunds when customers leave/port their numbers to another network...

And just to reiterate she will not be able to make any calls etc. until she buys membership.

http://community.48months.ie/t5/Most-Popular-Questions/What-is-the-difference-between-membership-and...

Hope this helps.