topic Re: Can't add card or complete payment!??? in Pay as you go

Can't add card or complete payment!???

rsdifjgojfsdoiu — Tue, 04 Apr 2023 19:50:55 GMT

I live in USA and have a mobile data device with ee sim that I use occasionally for travel. I had trouble last fall making a payment but eventually got it working. This time I cannot get through payment. It goes Step1... Step2... Step3 (click confirm) back to step2 with all info erased. Manage cards says I have no cards set up and offers no way to add one. I've tried to do Add On of data only on 2 Windows10 computers and 4 browsers and 3 different payment cards. I tried setting up a monthly plan as well to see if that would work. Every time I get sent back to Step2 with the entered info gone. No error messages.

Re: Can't add card or complete payment!???

rsdifjgojfsdoiu — Tue, 04 Apr 2023 21:06:44 GMT

I also tried to add anonymous payment at https://ee.co.uk/bills-payments/mobile/fast-payment

I get a generic error message and card info is deleted

I tried lying and saying my address is in the UK and put in a random address and that didn't work either but got a totally different error page that said there was a problem with my payment and to try again later.

I'm currently looking for an alternate device from a different company because this is so frustrating.

Re: Can't add card or complete payment!???

James_B — Wed, 05 Apr 2023 06:43:39 GMT

Hi @rsdifjgojfsdoiu,

Welcome to the EE Community. 🙂

Are you still seeing the same issue this morning?

James

Re: Can't add card or complete payment!???

rsdifjgojfsdoiu — Wed, 05 Apr 2023 11:37:41 GMT

Yes

Re: Can't add card or complete payment!???

rsdifjgojfsdoiu — Wed, 05 Apr 2023 11:43:14 GMT

Same problem on the add-on and in the anonymous payment I get a red "Some errors have occurred"

Re: Can't add card or complete payment!???

James_B — Wed, 05 Apr 2023 11:48:26 GMT

When did you last top up or use your SIM @rsdifjgojfsdoiu?

If it hasn't been used for 179 days or more, your account will be in hibernation.

James

Re: Can't add card or complete payment!???

rsdifjgojfsdoiu — Wed, 05 Apr 2023 11:58:14 GMT

Yes, it was last August so over 179 days

Re: Can't add card or complete payment!???

rsdifjgojfsdoiu — Wed, 05 Apr 2023 12:10:26 GMT

Any way to get this out of hibernation without calling international?

It's a mobile hotspot so I can't call or text from it.

xxxxxxxxxxx

[Mod edit: Please do not post phone numbers on the public board. Thanks!]

Re: Can't add card or complete payment!???

James_B — Wed, 05 Apr 2023 12:16:43 GMT

Hi @rsdifjgojfsdoiu,

A call to our Customer Care Team would be required to reactivate your account.

James

Re: Can't add card or complete payment!???

rsdifjgojfsdoiu — Thu, 06 Apr 2023 13:01:42 GMT

I have tried calling for 2 days and had to put $10 on my phone for international calling.... but all I get are quick error tones or a message saying my call can't be completed. I'm giving up. How can a company stay in business when you can't send them money after 3+ days of trying??

Re: Can't add card or complete payment!???

XRaySpeX — Thu, 06 Apr 2023 20:15:13 GMT

Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.