game card purchase error

[Skittles2]

i’ve tried to redeem my £50 gamecard for playstation but the ee gaming website keeps saying 

“

We regret to inform you that your transaction could not be completed as it did not pass our verification process. We use advanced security systems and processes and are unable to process your transaction at this time. We apologise for any inconvenience this may have caused”

i’ve tried everything and spoke to many different people form EE and emailed too but had no response it’s been a month now. if someone could help would be much appreciated thanks 

[Michael_D · Accepted solution]

Hi @Skittles2 

Welcome to the community.

We don't have access to your account here to be able to see what is happening with the EE Game Card and the error you are having.

As long as you are trying to redeem it at games.ee.co.uk and have your game account set to the UK, you should be able to redeem it.

If you've already emailed and it has been more than 5 working days, I'd recommend giving our customer service guides another call. They'll be able to view your account, open a complaint and follow their escalation process to chase this further for you.

Michael

[Skittles2]

hi yes using that website and tried on different devices too but nothing. will call again and try get it sorted thank you 

[Skittles2]

did you ever get this sorted? i’m having the exact same issue 😩😩😩😩

[Skittles2]

i tried this as having the same error message but still doesn’t work, any other suggestions? thanks 

[Michael_D]

Please keep me posted with how you get on @Skittles2.

Michael

[Skittles2]

all they say on the phone is that they will get someone to call me and must of said that 5 times now. no one has called me back atall 

[Leanne_T]

Morning @Skittles2 

I'm sorry you've had no call back, if this is being looked into after your last call and a webform has been raised this can take 5 working days for an update. 

If this was originally raised over a month ago, please get back in touch or you can open a complaint online and one of the team will get in touch with you. 

Leanne.