topic Re: EE blocking my additional payer authentication when topping up in Pay as you go

EE blocking my additional payer authentication when topping up

HW2211 — Wed, 16 Aug 2023 12:36:24 GMT

Hello, I have a pay-as-you-go sim card, and I usually purchase an EE pack that auto-renews each month.

EE stopped auto-renewing my pack, so I went into my account to purchase the pack and start auto-renewing the top-ups again. This was fine until I put in my bank details and couldn't authenticate my bank card.

Once I put in my bank details, it says, "The content is blocked. Contact the site owner to complete your payment."

I have never had issues paying with this card before, but to ensure it wasn't my fault, I tried a different card from a different bank and received the same message.

Could someone please give me some advice? Is this an issue with EE?

I really need to top up my sim, or it's useless, so any advice is welcome. Thank you.

Re: EE blocking my additional payer authentication when topping up

XRaySpeX — Wed, 16 Aug 2023 13:25:21 GMT

Are you using a non-UK bank card?

Re: EE blocking my additional payer authentication when topping up

Leanne_T — Wed, 16 Aug 2023 15:02:03 GMT

Hi @HW2211

Thanks for coming here.

Have you tried clearing cookies and cache and opening a new web browser?

Have you used this card previously?

Leanne 🙂

Re: EE blocking my additional payer authentication when topping up

alun_o_parsons — Fri, 20 Oct 2023 11:44:06 GMT

I have the exact same issue, the ridiculous thing is I used the same card to top up only in September, so just about four weeks ago. So frustrating, so idiotic!

Re: EE blocking my additional payer authentication when topping up

alun_o_parsons — Fri, 20 Oct 2023 11:46:13 GMT

I am using a non-UK credit card, but I used the same card on 20 September, so exactly one month ago, and it worked just fine. I mean my money's as good as anyone else's despite it being foreign!

Re: EE blocking my additional payer authentication when topping up

Christopher_G — Fri, 20 Oct 2023 14:49:33 GMT

Could you try clearing your cache/cookies and trying again please, @alun_o_parsons? Or try using a different device or browser?
Chris

Re: EE blocking my additional payer authentication when topping up

CarboMcoco — Wed, 08 Nov 2023 15:50:11 GMT

I'm having the same problem. I'm using a UK bank card, and I've tried multiple different devices/browsers with no luck.

Re: EE blocking my additional payer authentication when topping up

Christopher_G — Wed, 08 Nov 2023 18:21:46 GMT

Hi @CarboMcoco

Could you try our Fast Top Up service? Let me know if it works any better.

Chris