Can't switch subscription pack

CarboMcoco
Investigator
Investigator

I'm trying to switch my subscription pack, but I (like many others) have encountered the issue where the browser is not displaying the payment authentication section.

I've tried 3 different browsers (Edge, Chrome, and Firefox) and 3 different devices (personal computer, personal phone, and work computer). My ad-blockers and other browser extensions are disabled.

It's a card from a UK bank (Metro Bank), and my banking app is not prompting me to verify any payments (as this is typically triggered by interacting with the payment verification widget in the browser, which is not displaying). The card is already on file.

Using the EE mobile app does not solve the issue as it just redirects me to a browser-based page for this part of the process, so I encounter the same problem.

I've been having this issue for months. Please fix your website. What can I do in the meantime? See below:

CarboMcoco_0-1725356823842.png

 

3 REPLIES 3
Christopher_G
EE Community Support Team

Hi @CarboMcoco 

Welcome to the community.

Thanks for trying all of those steps already. I'm not currently aware of a wider issue with the payment services.

Do you have another card to try, just to see if the same thing happens?

Chris

Peter_W
EE Community Support Team

Hey again @CarboMcoco, thanks for flagging those. 

I've looked into whether it's something we're aware of a wider issue with, and there's not anything reported at the moment. 

With any issue like this we want to be sure we've got the best understanding possible of all the factors that could be causing this, so I'd recommend giving our technical team a call so they can take a closer look.

If they can't get this resolved for you they'll open a ticket for further investigation, and we do monitor all of our tickets in order to spot any potential wider issues too.

Peter