Add to Plan - Card Declining - New Sim Only Issue?

[jackbyrnelfc]

Hi,

I have tried to add a Xbox Series X to my plan today. 
When getting to the checkout, I have been asked to pay £17 today.

I put in my card details and then it declined.

I was asked to confirm the amount on my banking app and did so, but still declined.

My device plan ran out on the 8th, 2 days ago and I swapped to a sim only deal.

I have seen that sim only members can only add to plan after 6 months but is this for brand new customers or even ones like me who have been with EE for 6/7 years? 
Could this be the reason it is declining my card or would it not even let me proceed that far if it wasn’t letting me add to plan?

thanks for any help!

[Christopher_G · Accepted solution]

Hi @jackbyrnelfc 

I recommend trying it on a different device or browser, just to see if it goes through.

You may be onto something with those restrictions though, so if it doesn't work, I suggest speaking with our Customer Support team so they can check it from our end and try to help you get an order put through.

Chris