topic Re: Re: Tried to upgrade online But won’t accept final payment for handset in Archived Posts

Re: Tried to upgrade online But won’t accept final payment for handset

Racadal — Wed, 29 Apr 2020 15:01:52 GMT

I’m trying to upgrade my phone to new package and accessories but when I get to payment screen it won’t let me pay and diverts to a sorry error page.

Re: Re: Tried to upgrade online But won’t accept final payment for handset

Jon_K — Wed, 29 Apr 2020 15:21:53 GMT

Hi @Racadal.

Are you logged into your account when you're trying to do this?

Could you try a different browser?

Jon

Re: Re: Tried to upgrade online But won’t accept final payment for handset

Racadal — Wed, 29 Apr 2020 18:21:59 GMT

Yes I’m logged in and at top of page it says ‘log out’ but it does flicker to log in occasionally when I progress to next screen.

Also, I use safari as my browser but you would recommend using a different server and this will then work?

Thanks

Re: Re: Tried to upgrade online But won’t accept final payment for handset

Jon_K — Thu, 30 Apr 2020 11:02:08 GMT

Thanks @Racadal.

It would be worth trying a different browser if possible, maybe even on a different device.

If this still doesn't work, I'd recommend getting in touch with our Upgrades Team.

Jon

Re: Re: Tried to upgrade online But won’t accept final payment for handset

Stevie1982 — Mon, 04 May 2020 15:10:21 GMT

Different browser does not work tried google,IE,safari tried on a laptop,desk top and phone. It’s clearly a EE website problem being going on for ages happens to me last year. I think you do it on purpose so we phone in and you get more out of us.

Re: Re: Tried to upgrade online But won’t accept final payment for handset

Katie_B — Mon, 04 May 2020 15:15:24 GMT

Good Afternoon @Stevie1982.

Thanks for coming to the community.

What device are you trying to upgrade to?

What happens when you try to enter your payment details?

Speak soon,

Katie.

Re: Re: Tried to upgrade online But won’t accept final payment for handset

Stevie1982 — Mon, 04 May 2020 15:20:45 GMT

I click agree an I get a “sorry there’s been a problem validating your bank details” then click next again to payment screen and it says “sorry there has been a problem processing this request” ??

Re: Re: Tried to upgrade online But won’t accept final payment for handset

Katie_B — Mon, 04 May 2020 15:29:06 GMT

Thanks for getting back to me @Stevie1982.

Can you confirm what phone you are trying to order?

Please also provide colour and memory size.

Katie 🙂

Re: Re: Tried to upgrade online But won’t accept final payment for handset

Stevie1982 — Mon, 04 May 2020 18:08:50 GMT

Adding Apple Watch series 5 space grey 44mm. I can now get to the payment part but i input my card details then it says something went wrong. It’s clear your site is broken. Have to mess about calling EE again.

Re: Re: Tried to upgrade online But won’t accept final payment for handset

Chris_B — Mon, 04 May 2020 18:21:28 GMT

@Stevie1982 I had the same issue and the only way round this is to call customer services. I did report this as I also had another issue when trying to do a payment via a text login so it has been reported to EE.