Issues with updating card details on EE

[SandyA]

Hello, is anyone else having problems updating their payment details on EE's portal?

My card expired, so I couldn't renew my subscription pack, and when I tried changing the payment details to purchase the pack again, the process gets stuck on step 2, not letting me pass the authentication process and confirm card details.

[Christopher_G]

Hi @SandyA 

Welcome to the community.

Could you try using a different device or browser to try this please?

Chris

[SandyA]

I’ve tried this and still no luck. This is where the process stops working. As you can see there’s nothing on the page to clarify how to complete authentication. No notifications sent to my back either to authenticate. 

 

[Christopher_G]

OK, thanks @SandyA 

I recommend speaking to our Mobile Care team so they can change it manually for you.

Chris

[SandyA]

thanks, but I’ve also tried this earlier today and was told they were not allowed to take card details over the phone or message. 

[Katie_B]

Hi @SandyA. 

The team should be able to do this. 

Please try giving 150 a call back and let us know how this goes. 

Katie

[SandyA]

Thanks Katie, I keep getting put into a queue so I'll try again tomorrow.

[Katie_B]

Thanks for trying again @SandyA. 

Please keep me updated, 

Katie

[glonek1998]

and hov it goes? i have the same issue

[Christopher_G]

Hi @glonek1998 

Have you tried speaking to our Mobile Care team on 150?

Chris