Additional Payer Authentication

mdl
Visitor

‎03-11-2020 08:46 PM

Hello, I was to pay my top up. However under payment details. it asked for "Additional Payer Authentication". The bank I placed has sent me a pin but I don't know where to show or type in the EE app to accept my payment. What can I do about this? Thanks.

28 REPLIES 28
XRaySpeX
EE Community Star
EE Community Star

‎03-11-2020 10:00 PM

There should be a blank field to fill in where it asks for Additional Payer Authentication". 

 

Try using Fast Top Up instead.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
RobinFee
Visitor
In response to XRaySpeX

‎01-11-2021 10:21 AM

Having the same problem. There is nowhere to type the pin. 

Katie_B
EE Community Support Team
In response to RobinFee

‎01-11-2021 11:05 AM

Hello @RobinFee. 

 

Thanks for coming to the community. 

 

What does the page show? 

 

If possible could you please provided a screenshot without any personal details visible?

 

Katie.

0 Helpful
tom111989
Visitor
In response to Katie_B

‎14-11-2021 11:11 AM

Hi Katie, I'm having the same problem. This is the screen I keep getting to. It says additional payer authentication is required but there's no way I can proceed further from here, or do authenticate the transaction.

Screenshot_20211114-200833.png

 

James_B
EE Community Manager
EE Community Manager
In response to tom111989

‎14-11-2021 01:44 PM

Hi @tom111989,

 

Welcome to the EE Community. 🙂

 

Are you able to top up at myaccount.ee.co.uk/app/fast-payment-payg?

 

James

codieleigh1
Visitor
In response to James_B

‎23-11-2021 03:14 PM

hi, mine is doing the same thing and won’t let me top it up at the link you gave either 😞 I’ve been trying for a week now 

Katie_B
EE Community Support Team
In response to codieleigh1

‎23-11-2021 03:48 PM

Hi @codieleigh1. 

 

Thanks for coming to the community. 

 

Have you been able to report this to our technical care team?

 

Speak soon, 

 

Katie 🙂

phoneuser6
Visitor

‎01-01-2022 07:54 PM

Wow, figured this out my accident. You have to rotate your phone. The authorization portion of the page is embedded. It won’t show up if you’re using your phone I’m portrait mode. So silly. The alternative would be to use a larger device like a laptop.

lmsherm
Investigator
Investigator

‎07-06-2023 04:42 PM

Same problem using a laptop. I don't see where to add additional user information