topic Re: Payment error "Sorry, we were unable to complete your request right now" in EE app and website

Payment error "Sorry, we were unable to complete your request right now"

cyr0 — Mon, 26 Feb 2024 11:58:45 GMT

Hello,

I've been trying to buy an add-on but after inserting my payment details I'm redirected to an error page that says "Sorry, we were unable to complete your request right now. Please try again later".

I've tried multiple times on the website and the app, I've tried buying an add-on and a subscription pack, but they all show me the same error page.

Why is this happening?

Re: Payment error "Sorry, we were unable to complete your request right now"

Schockwave — Mon, 26 Feb 2024 12:53:11 GMT

Hello @cyr0 ,

Welcome to the community,

Try this:

https://ee.co.uk/bills-payments/mobile/fast-payment-payg

Re: Payment error "Sorry, we were unable to complete your request right now"

cyr0 — Wed, 06 Mar 2024 22:18:44 GMT

Hey @Schockwave ,

Sorry for the late reply, I missed the notification.

It seems my number is not active anymore? I had a friend call me and he got "I'm sorry, calls are currently not being connected to this number".

I didn't receive any emails or SMSs from EE about it though.

What can I do to have my number reactivated?

Thank you!

Re: Payment error "Sorry, we were unable to complete your request right now"

Christopher_G — Thu, 07 Mar 2024 07:45:46 GMT

Hi @cyr0

If you speak to our Mobile Care team, they'll be able to check your account and find out what has happened to your number.

Chris

Re: Payment error "Sorry, we were unable to complete your request right now"

cyr0 — Thu, 07 Mar 2024 09:59:20 GMT

Hey @Christopher_G ,

Thanks for the tip, called the customer support number and they told me my number had been temporarily disabled but it will be reactivated soon.

Thanks for your help!

Re: Payment error "Sorry, we were unable to complete your request right now"

Christopher_G — Thu, 07 Mar 2024 10:03:05 GMT

OK, thanks for letting me know, @cyr0

Hope you're up and running again soon.

Chris