CVC number falling down when trying to pay

[twohoots]

I've tried a number of times this morning to change my card details to pay for a bundle both on line and via my phone but every time I try it falls at the CVC stage. I enter the number and then it freezes. Nothing wrong with the card, I've tried two different cards. Is there anything wrong?

[twohoots]

I've tried paying with 2 different cards this morning, both times (multiple tries!!) it fell over when I entered the CVC number, both on line and on my phone.

[Katie_B]

Good morning @twohoots. 

I am sorry to hear you having difficulties paying your bill. 

Are you presented with an error message? if yes, what does it read?

Katie 🙂

[twohoots]

I've created a new thread but can't find it. screenshot of error is below. I enter the CVC numbers and they disappear then I get the below and cannot edit the field any more

[Katie_B]

That's strange @twohoots. 

Have you entered all the other card details OK?

Katie 🙂

[twohoots]

No, I tried two cards and each time the same. I tried via chrome on my laptop and via the internet on my phone. Nothing wrong with the cards. I was on dd before but have a new card hence EE not being able to take the dd this morning. I've managed to pay a top up via 150 with one of the cards but I still cannot add a card for dd again.. 

[Katie_B]

Hi @twohoots. 

Are you able to try using the fast payment route?

Please let us know if this works. 

Katie 🙂

[XRaySpeX]

@twohoots : You are not paying by DD for PAYG. It's by a Direct Card Payment & you are trying to change your card details, but it's failing for some reason. You might need to resort to calling CS to set it up.

[twohoots]

Thank you, sorry for posting in the paygo when yes it's dd I want. I'll try CS.thanks again.

[XRaySpeX]

Didn't you say you did a top-up? That means it's PAYG.