Online payment not working

[Bri101]

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 

[James_B]

Are you still seeing the same issue @GRECIANSTU?

Does it only happen with one particular card?

James

[Sidderz23]

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 

[James_B]

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

[pulteney]

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.

[Leanne_T]

Hi @pulteney 

Thanks for coming here. 

Have you used this card to make a payment before? 

Leanne.

[pulteney]

Hi @Leanne_T ,

Thanks for getting back to me.

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

P

[Leanne_T]

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. 

[XRaySpeX]

@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?

[pulteney]

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

[pulteney]

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.