Forum Discussion

HennaM_1846147's avatar
HennaM_1846147
SMARTY Pioneer
23-09-2025

refund

Hi, 

I am having struggles with accounts.

So I made an account with smarty and activated a sim, this had been working find up until august when a payment did not go through. I tried to sign into my account to update my card details however it claimed there was no number attached to the email, which was odd considering each payment receipt had been emailed to the said email. 

It did not let me access my account and was telling me to get a new sim, I then ordered a new sim and the account refreshed. 

Now my issue is that I have been charged for this new sim and also been charged for my current (old) sim. I tried to get a pac code from my old sim however that wasn’t working either so I’m also unable to transfer numbers. 
So the old sim is still in use and the new sim has not yet been activated. But my old sim seems to have no account, but payment receipts are still being sent to the email that was registered at the beginning.

Im not sure on what to do as not only do I require a refund but I need for my number to be transferred or new sim to be cancelled. Any help would be appreciated!

Thank you 

1 Reply

  • LouisK's avatar
    LouisK
    SMARTY Moderator
    28-09-2025

    Hi HennaM_1846147​ 

    We’re really sorry to hear about the difficulties you’ve been experiencing with your account, payments, and SIMs — we understand how frustrating this must be. This situation sounds complex and will require a secure review of your account details to ensure everything is resolved correctly, including your refund request and number transfer.

    For security and accuracy, please contact our customer support team via chat at www.smarty.co.uk/contact. They’ll be able to investigate your account in detail, help arrange a refund where applicable, and support you with transferring your number or cancelling your new SIM.

    Thanks for bringing this to our attention, and we’ll work to resolve it as quickly as possible.

    Best wishes,

    Louis

    SMARTY