Cannot add or use debit cards

[Ismail285]

Hello,

About a month ago I bought an EE Pay As You Go SIM from Sainsbury’s. Since I didn’t have a UK bank account at the time, I paid for the first £15 pack using a friend’s Polish credit card.

Later I added my own Revolut card when I opened my account, and everything worked fine initially. However, when the monthly pack renewal date came, the payment was not taken and my pack expired.

Now the system will not accept my Revolut card anymore. I also tried adding my HSBC UK debit card, but it won’t accept or save that either.

Interestingly, my wife has exactly the same problem with her EE SIM and her own cards.

At the moment we can only top up using voucher codes from Morrisons, which is not very convenient.

I already called 150 and the support team tried adding my cards from their side as well, but they couldn’t add them either. They suggested trying again later, but the problem still continues.

Has anyone experienced a similar issue or knows what might be causing this?

Thanks in advance.

[Ritu_D]

Hi @Ismail285 

Welcome to the community. 

I am gutted to hear you have been experiencing these issues when trying to add your card details. 

Are you using the EE App or are you trying to add it by logging in online? 

Here are more ways to top up your EE pay as you go mobile. 

Thanks 

Ritu 

[Ismail285]

I tried using the EE app first, but when it didn’t work I also tried adding my card through a web browser on my computer. Unfortunately, it didn’t work there either

[Leanne_T]

Hi @Ismail285 

Thanks for trying and coming back to us. 

If this is still the same, please get back in touch on 150, and the team will get this looked into further for you. If they're unable to add this on the call, they will let you know the next steps to get this resolved. 

Leanne.

[Ismail285]

Hi Leanne,

Thanks for your reply.

I actually called 150 today and first spoke with a gentleman from technical support. He spent about 30 minutes trying to help me and was very kind and patient. I’m not completely sure, but I think he may have created a ticket for the issue because he said there seems to be a system error on their side. After that, he transferred me to the finance department so they could also check.

Unfortunately, the lady from the finance department didn’t really look into my issue. She said my account is not eligible due to previous disputes and that I can only top up using voucher codes, and then the call ended quite quickly.

I asked if the problem might have been caused by me (for example when I previously used my friend’s card, or if there was some kind of fraud issue), but she didn’t really explain and just repeated that I should use vouchers.

I understand my English is not perfect and sometimes I need to repeat questions to understand properly, but I’m just trying to understand why I cannot add my card and if there is any way to resolve this.

Buying vouchers every time is not very practical for me, so I would really appreciate any help or review of my account.

Thanks.

[Leanne_T · Accepted solution]

Hi there @Ismail285 

I'm sorry to hear you've had this experience, we have no account access on the community to check the payment details to help you with this. 

If you would like to find out more details that you've been provided you would need to get back in touch with our guides on 150. 

Leanne.

[XRaySpeX]

Try using Fast Top Up online with a UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details.

[Ismail285]

Hi,

Thanks a lot for your suggestion, I really appreciate it.

After you mentioned it, I also tried the Fast Top Up option, but unfortunately it didn’t work either. I tried with both of my cards and also tested it on my computer, but it was still not accepted.

Looks like I’ll have to go to Morrisons again to buy a voucher.

Thanks again for your help.

 

[Katie_B]

I'm sorry to see you are still experiencing this @Ismail285. 

Have you been back in touch to see if there is an update on your ticket?

Katie