topic Re: Re: Ee in Pay as you go

Re: Ee

BrendaF13 — Tue, 11 Apr 2023 10:27:36 GMT

"Additional payer authentication required to complete your payment"

Hi, there is no option to approve. No visible buttons. Nothing at all. Can you advise of how to proceed? So frustrating.

Many thanks, Brenda.

Re: Re: Ee

James_B — Tue, 11 Apr 2023 10:56:50 GMT

Hi @BrendaF13,

Welcome back to the EE Community. 🙂

Are you trying to top up when you see this message?

Are you able to share a screenshot with any of your personal details removed?

Thanks

James

Re: Re: Ee

BrendaF13 — Tue, 11 Apr 2023 11:03:16 GMT

Hi James_B

I was trying to change my subscription pack. I've tried different browsers and get all the way to almost confirming my new pack and the above message, "Additional payer authentication required to complete your payment" appears. However, there are no options to choose to input any additional info. If I now try and get back to that page (for screenshot) I get the "An error has occurred" message.

However, I called 150 and have now managed to purchase my new subscription pack. But, the app and the laptop page are just not playing ball. I don't know if this helps you or not.

Brenda F

Re: Re: Ee

BrendaF13 — Tue, 11 Apr 2023 11:04:39 GMT

Re: Re: Ee

James_B — Tue, 11 Apr 2023 11:12:10 GMT

Hi @BrendaF13,

I'm happy to hear our Customer Care Team were able to change your pack for you.

Did they also raise a support ticket for the issue you're seeing in My EE?

James

Re: Re: Ee

BrendaF13 — Tue, 11 Apr 2023 11:56:03 GMT

Hi @James_B

It was an automated call to 150 so I didn't have the opportunity to advise of the issue.

BrendaF

Re: Re: Ee

James_B — Tue, 11 Apr 2023 12:24:49 GMT

Ah OK, @BrendaF13

If you see the issue again, please get in touch on 150 so our Technical Support Team can raise a ticket for you.

Thanks

James

Re: Re: Ee

BrendaF13 — Tue, 11 Apr 2023 12:30:44 GMT

@James_B That's probably not going to happen now as my problem has now been solved. 🙂

But, I'll have a look and see if I can report it by any other means.

BrendaF