topic Re: Issues with updating card details on EE in EE app and website

Issues with updating card details on EE

SandyA — Wed, 28 Jun 2023 09:55:18 GMT

Hello, is anyone else having problems updating their payment details on EE's portal?

My card expired, so I couldn't renew my subscription pack, and when I tried changing the payment details to purchase the pack again, the process gets stuck on step 2, not letting me pass the authentication process and confirm card details.

Re: Issues with updating card details on EE

Christopher_G — Wed, 28 Jun 2023 14:01:23 GMT

Hi @SandyA

Welcome to the community.

Could you try using a different device or browser to try this please?

Chris

Re: Issues with updating card details on EE

SandyA — Wed, 28 Jun 2023 14:13:20 GMT

I’ve tried this and still no luck. This is where the process stops working. As you can see there’s nothing on the page to clarify how to complete authentication. No notifications sent to my back either to authenticate.

Re: Issues with updating card details on EE

Christopher_G — Wed, 28 Jun 2023 14:48:06 GMT

OK, thanks @SandyA

I recommend speaking to our Mobile Care team so they can change it manually for you.

Chris

Re: Issues with updating card details on EE

SandyA — Wed, 28 Jun 2023 15:20:07 GMT

thanks, but I’ve also tried this earlier today and was told they were not allowed to take card details over the phone or message.

Re: Issues with updating card details on EE

Katie_B — Wed, 28 Jun 2023 16:18:23 GMT

Hi @SandyA.

The team should be able to do this.

Please try giving 150 a call back and let us know how this goes.

Katie

Re: Issues with updating card details on EE

SandyA — Wed, 28 Jun 2023 17:22:43 GMT

Thanks Katie, I keep getting put into a queue so I'll try again tomorrow.

Re: Issues with updating card details on EE

Katie_B — Wed, 28 Jun 2023 17:24:22 GMT

Thanks for trying again @SandyA.

Please keep me updated,

Katie

Re: Issues with updating card details on EE

glonek1998 — Fri, 30 Jun 2023 19:33:14 GMT

and hov it goes? i have the same issue

Re: Issues with updating card details on EE

Christopher_G — Sat, 01 Jul 2023 07:16:19 GMT

Hi @glonek1998

Have you tried speaking to our Mobile Care team on 150?

Chris

Re: Issues with updating card details on EE

SandyA — Mon, 03 Jul 2023 11:13:42 GMT

I haven't had a chance yet. I tried in the beginning and was put on hold. Will give it a go again once I have time, thank you. Ideally, it would be fantastic if the issue online could be sorted 🙏