topic Re: Error adding new card in Pay as you go

Error adding new card

earthsongwoman1 — Mon, 12 Jun 2023 13:02:19 GMT

I have read other posts on this but they don't address my problem. I am trying to add a new card as the last has expired. It is for the monthly subscription. I have tried firefox and chrone on both when I go through to authorise the card the area where 'extra authorisation' is needed is blank. This is where usually I have to go to my phone to authorise the payment. Nothing comes up on my phone either. Please advise how I can add a new card. Screen shot from chrome attached (on firefox its completely blank but stops at the same point)

[Mod edit: Image rejected due to it containing personal information.]

Re: Error adding new card

earthsongwoman1 — Mon, 12 Jun 2023 13:13:30 GMT

OK thank you - here's a cropped version with what I see

Re: Error adding new card

XRaySpeX — Mon, 12 Jun 2023 13:33:06 GMT

@earthsongwoman1 : Is it a UK bank card?

Re: Error adding new card

earthsongwoman1 — Mon, 12 Jun 2023 13:56:26 GMT

yes, uk credit card. I lost the old one, replaced it, the old one worked fine - same bank and type etc

Re: Error adding new card

Leanne_T — Mon, 12 Jun 2023 14:22:26 GMT

Hi @earthsongwoman1

Have you made a payment with the new card?

Leanne.

Re: Error adding new card

earthsongwoman1 — Mon, 12 Jun 2023 14:45:48 GMT

Yes in many places with no problems - EE has been the only place with an issue

The first time I use this card anywhere I have to confirm like this - it asks whether its me or my husband using the card and then asks me to open my app and confirm - The error on your website is this interface - it is not showing the required things to link to the extra authentication which is usual for the first time I use this card anyway (after that its not needed)

Re: Error adding new card

Leanne_T — Mon, 12 Jun 2023 14:50:06 GMT

Thanks @earthsongwoman1

In this case, please call us on 150 and the team will add the card for you for future payments.

Leanne 🙂