topic Re: EE blocking additional payer authentication in Pay as you go

EE blocking additional payer authentication

emmawesty — Mon, 01 Jul 2024 19:17:49 GMT

Hi,

I'm trying to purchase a new subscription pack for my phone and my bank requires an authenticator. I've tried to purchase it on my phone and web browser multiple times. Each time I try on my laptop, it says the content is blocked and to contact the site owner. I've tried clearing cookies and cache and it hasn't fixed the problem.

Please help 😞

Re: EE blocking additional payer authentication

James_B — Tue, 02 Jul 2024 10:51:00 GMT

Welcome to the EE Community, @emmawesty 🙂

Could you try using a different web browser and let me know if you see the same issue?

James

Re: EE blocking additional payer authentication

emmawesty — Tue, 02 Jul 2024 16:19:21 GMT

Hi James,

I’ve tried it on both Google Chrome and Microsoft Edge and have had the same issue on both

Re: EE blocking additional payer authentication

Katie_B — Tue, 02 Jul 2024 18:00:01 GMT

Thanks for getting back to us @emmawesty.

Do you see this error once completing your payment?

Katie

Re: EE blocking additional payer authentication

elenparr — Fri, 05 Jul 2024 08:44:54 GMT

I'm having the same problem, cleared all cookies tried various different Web browsers and yes I do have money in my account and I've tried 2 various bank accounts. And this is still not working to top up my subscription plan.

Re: EE blocking additional payer authentication

Katie_B — Fri, 05 Jul 2024 17:22:21 GMT

Hi @elenparr.

Are you using a VPN?

Katie

Re: EE blocking additional payer authentication

Sryan2 — Mon, 08 Jul 2024 13:29:04 GMT

Also having the same problem, using multiple cards, browsers / app, and devices, all of which have worked successfully in the previous 4 years of top ups. This is clearly a widespread problem with EE, not user error.

Re: EE blocking additional payer authentication

James_B — Mon, 08 Jul 2024 16:52:40 GMT

Hi @Sryan2,

Are you using a VPN or any browser plugins (such as pop up blockers)?

James

Re: EE blocking additional payer authentication

Sryan2 — Mon, 08 Jul 2024 17:15:59 GMT

No, as I said in my original post, tried on multiple devices, browsers etc. On EE and WiFi. Nothing has changed at my end but I now can't top up online.

Re: EE blocking additional payer authentication

James_B — Mon, 08 Jul 2024 17:56:49 GMT

Do you see the same error if you try to top up at My EE - Anonymous Top up, @Sryan2?

James

Re: EE blocking additional payer authentication

Sryan2 — Tue, 09 Jul 2024 09:44:46 GMT

yes, can't get beyond the above

Re: EE blocking additional payer authentication

James_B — Tue, 09 Jul 2024 13:18:16 GMT

Thanks, @Sryan2

I've sent you a private message.

James

Re: EE blocking additional payer authentication

eperkins1892 — Mon, 26 Aug 2024 18:25:18 GMT

Hello I'm also having this problem

Please do not tell me to do an anonymous top up I want to set my new bank card up on my account.

I've tried all of the suggestions above. The problem is clearly the webpage.

A quick google search also shows you've been having this issue since 2023. Please for the love of god fix your payment page so that people can pay their bills!

Re: EE blocking additional payer authentication

Leanne_T — Tue, 27 Aug 2024 07:37:59 GMT

Hi @eperkins1892

Thanks for coming to the community.

Are you looking to register a UK or international card?

Have you tried using another web browser?

Leanne 🙂

Re: EE blocking additional payer authentication

wendy0629 — Mon, 30 Sep 2024 18:52:13 GMT

I using international card, still has the same problem

Re: EE blocking additional payer authentication

Linzi_H — Tue, 01 Oct 2024 09:27:46 GMT

Hi @wendy0629

Welcome to the community.

If you'd like to register a non-UK card for payments, please contact us so our team can help further.

Linzi

Re: EE blocking additional payer authentication

wendy0629 — Tue, 01 Oct 2024 09:31:56 GMT

Re: EE blocking additional payer authentication

sjmelton — Tue, 15 Oct 2024 10:00:23 GMT

you can send me a pm so that i can sort this too please

Re: EE blocking additional payer authentication

Leanne_T — Tue, 15 Oct 2024 11:59:06 GMT

Hi @sjmelton

Thanks for coming here 🙂

Are you using a UK bank card to make the payment?

How long ago did you last top up the account?

Leanne 🙂

Re: EE blocking additional payer authentication

sjmelton — Sat, 19 Oct 2024 08:55:02 GMT

yes it is a uk bank and there is absolutely no issue over funds available, I have tried 3 different cards all with same "computer says no" to topping up a flexplan I am mad!