topic Re: Cant top up on phone or website in Pay as you go

Cant top up on phone or website

ponki — Thu, 19 Sep 2024 12:31:16 GMT

Hi,

Have been trying to top up my phone for 2 days now. Website says some errors have occurred after I press “pay” however my information is all correct and I have tried two different U.K. bank cards. I also tried calling 150 and when I got to payment it also said it could not top up.

i called the help line and asked had my account been banned or card banned but the woman on the phone said everything with my account seemed fine and that the phone line has issues…

just wondering what im meant to do as I now can’t use my phone without WiFi and I have no way to add credit

Re: Cant top up on phone or website

XRaySpeX — Thu, 19 Sep 2024 13:38:18 GMT

@ponki : Try using Fast Top-up online to pay by UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details.

Re: Cant top up on phone or website

ponki — Thu, 19 Sep 2024 14:12:18 GMT

Hi,

unfortunately have tried this but only receive “some errors have occurred message.” This message appears no matter what card I use to try and top up.

Re: Cant top up on phone or website

Leanne_T — Thu, 19 Sep 2024 16:14:23 GMT

Hi @ponki

Thanks for coming to the community.

Have you tried using another web browser?

If you call 150 can you top up using the IVR?

Thanks 🙂

Leanne.

Re: Cant top up on phone or website

Shanne — Sun, 22 Sep 2024 09:52:25 GMT

I have the same problem, and had the same problem last month too. Last month I topped up in store, because I happened to be somewhere with a store. I have to travel some distance to reach a store.

I cannot log on to my EE Account to top up my PAYG account - or even change it to a direct debit. Nor can I use my number to top up quickly through that route. I have tried clearing all my cookies on Chrome and it still didn't work. I am getting the same problems described with the app.

Having read the suggestions above I then tried again using Edge, Safari and Firefox - with exactly the same result every time. It looks like a website problem.

Re: Cant top up on phone or website

Michael_D — Sun, 22 Sep 2024 10:36:09 GMT

Hi @Shanne

Welcome to the community.

Were you also seeing an error when you tried to top-up using the fast payment page?

Michael

Re: Cant top up on phone or website

Shanne — Sun, 22 Sep 2024 10:39:04 GMT

Yes, same error messages of Not Working Now, try again later.

I've had a text this morning to remind me to top up, so the account is live and working.

Re: Cant top up on phone or website

Michael_D — Sun, 22 Sep 2024 10:44:37 GMT

Thanks @Shanne

The best thing I can suggest is to speak to our tech guides, and they can make sure everything is set up as it should be on your account and take the top-up for you.

If everything is as it should be, they can look to see if a fault ticket needs to be raised.

You can see how to reach the team on our Contact Us page.

Michael

Re: Cant top up on phone or website

XRaySpeX — Sun, 22 Sep 2024 11:21:33 GMT

@Shanne : You can't pay PAYG by DD, only by Direct Card Payment.