Can't top up - payment verification blocked

gcollingwood
Investigator
Investigator

‎09-04-2024 12:43 PM

When I get to the 'Pay for Pack' stage, under 'Additional payer authentication required to complete your payment', There is a note saying content blocked, and I therefore cannot proceed to pay.  My Adblocker is disabled. This has been an ongoing issue. Would love to find a resolution so I can keep using EE!

Thanks

0 Helpful
5 REPLIES 5
Schockwave
EE Community Star
EE Community Star

‎09-04-2024 12:46 PM

Hello @gcollingwood ,

Welcome to the community,

Try this link, you should be able to do it here:

https://ee.co.uk/bills-payments/mobile/fast-payment-payg

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
XRaySpeX
EE Community Star
EE Community Star

‎09-04-2024 12:47 PM

Are you using a non-UK bank card?

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
0 Helpful
gcollingwood
Investigator
Investigator
In response to XRaySpeX

‎09-04-2024 12:49 PM

Hi there, I'm using a Wise account (UK based).

0 Helpful
gcollingwood
Investigator
Investigator
In response to Schockwave

‎09-04-2024 12:51 PM

The 'additional payer authentication' section is still blocked, so I can't proceed with the payment unfortunately

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to gcollingwood

‎09-04-2024 12:59 PM

I believe that is the reason. Wise is not pure UK but International. You may need to phone EE (150 or 360) to top-up with it.

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