topic Re: Additional Payer Authentication in Pay as you go

Additional Payer Authentication

mdl — Tue, 03 Nov 2020 20:46:09 GMT

Hello, I was to pay my top up. However under payment details. it asked for "Additional Payer Authentication". The bank I placed has sent me a pin but I don't know where to show or type in the EE app to accept my payment. What can I do about this? Thanks.

Re: Additional Payer Authentication

XRaySpeX — Tue, 03 Nov 2020 22:00:16 GMT

There should be a blank field to fill in where it asks for Additional Payer Authentication".

Try using Fast Top Up instead.

Re: Additional Payer Authentication

RobinFee — Mon, 01 Nov 2021 10:21:06 GMT

Having the same problem. There is nowhere to type the pin.

Re: Additional Payer Authentication

Katie_B — Mon, 01 Nov 2021 11:05:59 GMT

Hello @RobinFee.

Thanks for coming to the community.

What does the page show?

If possible could you please provided a screenshot without any personal details visible?

Katie.

Re: Additional Payer Authentication

tom111989 — Sun, 14 Nov 2021 11:11:54 GMT

Hi Katie, I'm having the same problem. This is the screen I keep getting to. It says additional payer authentication is required but there's no way I can proceed further from here, or do authenticate the transaction.

Re: Additional Payer Authentication

James_B — Sun, 14 Nov 2021 13:44:33 GMT

Hi @tom111989,

Welcome to the EE Community. 🙂

Are you able to top up at myaccount.ee.co.uk/app/fast-payment-payg?

James

Re: Additional Payer Authentication

codieleigh1 — Tue, 23 Nov 2021 15:14:12 GMT

hi, mine is doing the same thing and won’t let me top it up at the link you gave either 😞 I’ve been trying for a week now

Re: Additional Payer Authentication

Katie_B — Tue, 23 Nov 2021 15:48:05 GMT

Hi @codieleigh1.

Thanks for coming to the community.

Have you been able to report this to our technical care team?

Speak soon,

Katie 🙂

Re: Additional Payer Authentication

phoneuser6 — Sat, 01 Jan 2022 19:54:43 GMT

Wow, figured this out my accident. You have to rotate your phone. The authorization portion of the page is embedded. It won’t show up if you’re using your phone I’m portrait mode. So silly. The alternative would be to use a larger device like a laptop.

Re: Additional Payer Authentication

lmsherm — Wed, 07 Jun 2023 15:42:34 GMT

Same problem using a laptop. I don't see where to add additional user information

Re: Additional Payer Authentication

Leanne_T — Wed, 07 Jun 2023 17:20:09 GMT

Hi @lmsherm

Thanks for coming here.

Are you logged into your My EE account when making the payment?

Does the laptop block pop ups on the browser you are using?

Leanne.

Re: Additional Payer Authentication

thit — Sun, 17 Sep 2023 18:30:40 GMT

Re: Additional Payer Authentication

Christopher_G — Mon, 18 Sep 2023 07:04:47 GMT

Hi @mdl and @thit

Could you give it a try again this morning please? Could you try on another browser, if you're still having problems?

Thanks

Chris

Re: Additional Payer Authentication

Sephadex — Sun, 01 Oct 2023 11:06:13 GMT

Still facing this problem after I tried Edge, Chrome and Firefox. I also tried both Visa and MasterCard and none of them worked.

Re: Additional Payer Authentication

Katie_B — Sun, 01 Oct 2023 11:21:15 GMT

Hi @Sephadex.

What devices have you used? have you tried this via a laptop or computer?

Katie

Re: Additional Payer Authentication

Sephadex — Sun, 01 Oct 2023 12:37:34 GMT

Tried both iPhone and Windows laptop, none worked.

Re: Additional Payer Authentication

Sephadex — Sun, 01 Oct 2023 12:43:01 GMT

I think that’s because of some technical issues of the website, not the device.

Re: Additional Payer Authentication

rach139 — Mon, 27 Nov 2023 16:51:51 GMT

Has this been resolved as i am having the same problem?

Re: Additional Payer Authentication

Hamzadng — Sat, 06 Jan 2024 16:04:57 GMT

Re: Additional Payer Authentication

XRaySpeX — Sat, 06 Jan 2024 16:11:31 GMT

@Hamzadng : Are you using a foreign bank card?