topic Re: Online payment not working in Contracts & Billing

Online payment not working

Bri101 — Tue, 15 Nov 2022 11:18:09 GMT

I’m trying to pay my phone bill online but every time I go to checkout it just tells me “Sorry something went wrong, we couldn’t process your payment”

I’ve tried 4 times now and there’s nothing wrong with my card

Re: Online payment not working

James_B — Tue, 15 Nov 2022 13:42:42 GMT

Hi @Bri101,

Welcome to the EE Community. 🙂

Could you try clearing your cookies and cache and let me know if you can then make your payment?

Thanks

James

Re: Online payment not working

XRaySpeX — Tue, 15 Nov 2022 15:30:56 GMT

Try using Fast Payment 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: Online payment not working

Bri101 — Tue, 15 Nov 2022 15:44:43 GMT

I’ve tried both of the above and still not working 😞

Re: Online payment not working

James_B — Tue, 15 Nov 2022 16:11:36 GMT

Hi @Bri101,

Please get in touch with Customer Care so a member of the team can attempt the payment manually.

They'll be happy to help. 🙂

James

Re: Online payment not working

Craigyboy1 — Mon, 01 May 2023 15:23:44 GMT

Om having same issue today 01 05 2023

Re: Online payment not working

Leanne_T — Tue, 02 May 2023 06:33:48 GMT

Hi @Craigyboy1

Thanks for coming here.

Are you using the My EE app or My EE account online to make the payment?

Speak soon.

Leanne.

Re: Online payment not working

GRECIANSTU — Sun, 14 May 2023 13:35:42 GMT

I've been having this issue for over a week. Online and using the app. I even get a notification from my bank app that there has been a payment made but then I get that error.

Re: Online payment not working

Katie_B — Mon, 15 May 2023 06:40:08 GMT

Hi @GRECIANSTU.

Welcome to the community.

Do the funds leave your account?

Speak soon,

Katie

Re: Online payment not working

GRECIANSTU — Wed, 17 May 2023 13:51:35 GMT

Thankfully not

Re: Online payment not working

James_B — Wed, 17 May 2023 12:50:34 GMT

Are you still seeing the same issue @GRECIANSTU?

Does it only happen with one particular card?

James

Re: Online payment not working

Sidderz23 — Wed, 24 May 2023 22:36:08 GMT

Hi there, I had the same issue about half an hour ago. I was on the app, I clicked make a payment, typed in the amount I wanted to pay, done it with Apple Pay but it said “Sorry something went wrong, we couldn’t process your payment”. I check my bank and the money has left my account but my EE hasn’t updated and still says I haven’t paid it.

Frustrating

Re: Online payment not working

James_B — Thu, 25 May 2023 06:38:30 GMT

Hi @Sidderz23,

Welcome to the EE Community. 🙂

Is the payment showing on your EE account this morning?

If not, is the payment showing as completed or pending in your online banking app?

James

Re: Online payment not working

pulteney — Fri, 09 Jun 2023 11:21:26 GMT

Hi!

Same issue here. For over two weeks, I've been trying to set up a direct debit on: https://ee.co.uk/bills-payments/mobile/direct-purchase

I've tried multiple cards on multiple browsers, cleared browsing data, ... nothing. Chatted multiple times with EE customer care and spoke with 150–who tried selling me a different plan instead.

If I go to: https://ee.co.uk/bills-payments/mobile/manage-cards-payg , I always get the "You currently don't have any payment card registered." message.

Thanks for your assistance on this matter.

Re: Online payment not working

Leanne_T — Fri, 09 Jun 2023 13:54:15 GMT

Hi @pulteney

Thanks for coming here.

Have you used this card to make a payment before?

Leanne.

Re: Online payment not working

pulteney — Fri, 09 Jun 2023 14:10:19 GMT

Hi @Leanne_T ,

Thanks for getting back to me.

I tried two cards I had previously used and a brand new one, too.

Re: Online payment not working

Leanne_T — Fri, 09 Jun 2023 14:15:47 GMT

Thanks @pulteney

Can you try the steps in this Help article, How do I set up card payments for pay as you go? does this work for you?

Leanne.

Re: Online payment not working

XRaySpeX — Fri, 09 Jun 2023 14:31:42 GMT

@pulteney : You don't pay for PAYG by DD. Why are trying both adding a DD to a contract & managing a direct bank card for PAYG? Have you got both?

Re: Online payment not working

pulteney — Sat, 17 Jun 2023 09:19:46 GMT

Hi Leanne, thanks. That's the procedure I was trying to follow and it didn't work for me.

Re: Online payment not working

pulteney — Sat, 17 Jun 2023 09:38:17 GMT

Hi XRaySpeX, thanks. Great question! Not sure. For years I had a £15 a month Subscription Pack (direct debit - card). I downgraded to £10 a month in May and moved my direct debit to a different card. I was charged twice that month and unfortunately I was abroad when that happened. I asked the bank to look into it, and payments to EE from that card were frozen. When I got back, I asked the bank to unfreeze my card. Everything is ok now, my bank said, but EE won't take either of my cards. I hope this makes sense. Not an expert! Thanks.