topic Re: Unable to purchase a subscription pack in Pay as you go

Unable to purchase a subscription pack

patmolloy — Wed, 15 Nov 2023 13:57:19 GMT

I am trying to purchase a subscription pack for my SIM. I get to the payment page, but it then says "Additional payer authentication required to complete your payment."

On chrome I get a little unhappy face saying "This content is blocked. Contact the site owner to fix the issue." On FireFox I get nothing. On the mobile app I get nothing.

So I cannot complete the payment.

What's going on??

Thanks!

Re: Unable to purchase a subscription pack

XRaySpeX — Wed, 15 Nov 2023 14:53:35 GMT

@patmolloy : Are you using a foreign bank card?

Re: Unable to purchase a subscription pack

patmolloy — Wed, 15 Nov 2023 15:11:35 GMT

No, just UK Nat West.

Re: Unable to purchase a subscription pack

Katie_B — Wed, 15 Nov 2023 16:38:08 GMT

Thanks for getting back to us @patmolloy.

Are you prompted for payment verification from your bank?

Katie

Re: Unable to purchase a subscription pack

patmolloy — Thu, 16 Nov 2023 08:06:54 GMT

No, that's the problem. I think this 'window' is where that is supposed to happen, but nothing appears. Have tried different browsers and different devices, including the app.

Re: Unable to purchase a subscription pack

Christopher_G — Thu, 16 Nov 2023 11:21:53 GMT

Hi @patmolloy

I'm not sure why this is happening. Are you able to try topping up with a different card?

Chris

Re: Unable to purchase a subscription pack

pgx123 — Mon, 20 Nov 2023 10:05:33 GMT

I have been facing the exact same problem for the last two months. I had to top from one-off top up page. However, unable to set up automatic monthly pack. I am very tech savvy but still can't find a solution. It is most likely an error on EE's end which a browser, cookie, cache, network, device change can't solve.

Re: Unable to purchase a subscription pack

pgx123 — Mon, 20 Nov 2023 10:07:40 GMT

it is not affecting many users because most people have their automatic pack renewal set up. The moment their card expires or they want to change pack/card, they will start seeing this error. The sooner EE fixes it, the better it is for EE. I'd suggest don't wait for it to blow up. If you have a concrete solution today, please let me know.

Re: Unable to purchase a subscription pack

patmolloy — Mon, 20 Nov 2023 10:35:19 GMT

Thanks, It's definitely not the device, browser or card (or perhaps it is some bizarre combination of them). I had to do a one off top up too, but it's seriously inconvenient! I am sure this is an EE issue ...

Re: Unable to purchase a subscription pack

James_B — Mon, 20 Nov 2023 10:56:47 GMT

Hi @pgx123,

Welcome to the EE Community. 🙂

To rule it out as an issue, have you tried a different browser?

Are you using a VPN or any browser plugins?

James

Re: Unable to purchase a subscription pack

James_B — Mon, 20 Nov 2023 10:58:17 GMT

Hi @patmolloy,

As you're seeing the same issue on multiple browsers and devices, I'd recommend contacting Technical Support so a member of the team can take a detailed look at this for you.

They'll be happy to help. 🙂

James