topic Re: Topup is not working in Pay as you go

Topup is not working

Tors12 — Thu, 05 Sep 2024 23:11:02 GMT

When I’m trying to top up my balance for more than 10 pounds the bank verification if required, and the page said: “Additional payer authentication required to complete your payment.” But nothing happening, this functionality is completely not working for last 2 weeks, isn’t not doing redirect, no bank verification is triggered. Could you help me with this and fix an issue?

Re: Topup is not working

Michael_D — Fri, 06 Sep 2024 12:37:32 GMT

Hi @Tors12

Welcome to the community.

Are you logged in to your account through the EE app or the website when you are trying to top-up?

Have you tried to top up through our fast payment link to see if that works?

Michael

Re: Topup is not working

Tors12 — Fri, 06 Sep 2024 16:36:44 GMT

HI @Michael_D !

I've tried through the website and EE app (which uses the same website) Fast payment link also showing an error: "Some errors have occurred"

Re: Topup is not working

Tors12 — Fri, 06 Sep 2024 16:47:15 GMT

Re: Topup is not working

Ali_A — Sat, 07 Sep 2024 13:17:06 GMT

@Tors12 Are you able to use an alternative browser at all? Just be sure it's not a Safari Browser.

If you need to top up in hurry, you can use the voice activated topup service by calling 150 from your Pay as you go line.

Ali

Re: Topup is not working

Tors12 — Mon, 09 Sep 2024 12:58:17 GMT

@Ali_A I tried to use Safari and Chrome, not working for both of them unfortunately

Re: Topup is not working

Debbie_G — Mon, 09 Sep 2024 17:31:28 GMT

Thanks for letting me know @Tors12 .

When did you last top up the account?

Is your SIM card working for calls and texts?

Debbie 🙂

Re: Topup is not working

Tors12 — Mon, 09 Sep 2024 20:10:08 GMT

@Debbie_G

2 days ago, thought the store. Yes, SIM is working. Have you tried to topup with second step auth? Is it working for you?

Re: Topup is not working

Ali_A — Tue, 10 Sep 2024 10:27:52 GMT

@Tors12 Can you clear your browser cookies and cache?

Are you able to try a different card but from a different bank at all? This would help determine if the bank facing a glitch with the 3D secure authentication service.

Ali

Re: Topup is not working

Tors12 — Fri, 27 Sep 2024 19:06:14 GMT

@Ali_A Bank is not facing glitch with 3D secure, I've tried several different banks. I'm like 99% percent sure it's a problem in EE site, and the big it still there (more that 2 months OMG) I guess I just need to change to another network provider to fix this unfortunately