topic Re: Can't switch subscription pack in Pay as you go

Can't switch subscription pack

CarboMcoco — Tue, 03 Sep 2024 09:54:09 GMT

I'm trying to switch my subscription pack, but I (like many others) have encountered the issue where the browser is not displaying the payment authentication section.

I've tried 3 different browsers (Edge, Chrome, and Firefox) and 3 different devices (personal computer, personal phone, and work computer). My ad-blockers and other browser extensions are disabled.

It's a card from a UK bank (Metro Bank), and my banking app is not prompting me to verify any payments (as this is typically triggered by interacting with the payment verification widget in the browser, which is not displaying). The card is already on file.

Using the EE mobile app does not solve the issue as it just redirects me to a browser-based page for this part of the process, so I encounter the same problem.

I've been having this issue for months. Please fix your website. What can I do in the meantime? See below:

Re: Can't switch subscription pack

Christopher_G — Tue, 03 Sep 2024 15:42:16 GMT

Hi @CarboMcoco

Welcome to the community.

Thanks for trying all of those steps already. I'm not currently aware of a wider issue with the payment services.

Do you have another card to try, just to see if the same thing happens?

Chris

Re: Can't switch subscription pack

CarboMcoco — Thu, 05 Sep 2024 09:18:43 GMT

Hi Chris,

Unfortunately, this is the only UK card I have. This problem has been reported multiple times:

- https://community.ee.co.uk/t5/Pay-as-you-go/Payer-authentication-not-working/m-p/1250339

- https://community.ee.co.uk/t5/Pay-as-you-go/Additional-payer-authentication-required-to-complete-your/m-p/1276675

- https://community.ee.co.uk/t5/Pay-as-you-go/Additional-authentication-required-Is-Blank/m-p/1418171

- https://community.ee.co.uk/t5/Pay-as-you-go/Can-t-top-up-payment-verification-blocked/m-p/1375620

- https://community.ee.co.uk/t5/Pay-as-you-go/Subscription-pack-issue/m-p/1397663

which makes me think this is a broader issue.

-Carbo

Re: Can't switch subscription pack

Peter_W — Fri, 06 Sep 2024 12:37:51 GMT

Hey again @CarboMcoco, thanks for flagging those.

I've looked into whether it's something we're aware of a wider issue with, and there's not anything reported at the moment.

With any issue like this we want to be sure we've got the best understanding possible of all the factors that could be causing this, so I'd recommend giving our technical team a call so they can take a closer look.

If they can't get this resolved for you they'll open a ticket for further investigation, and we do monitor all of our tickets in order to spot any potential wider issues too.

Peter