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Credit top up

Mikelee
Explorer

‎13-05-2023 09:33 AM

Hello, yesterday I accidentaly made a top up credit payment on a sim card I don't use anymore and it was all good. But after that I tried to top up credit on the sim I'm using and I got a message that additional payer authentication is required and I can't complete the payment since then. Any ideas why is this happening?

Thanks

0 Helpful
3 REPLIES 3
Christopher_G
EE Community Support Team

‎13-05-2023 11:31 AM

Hi @Mikelee 

Welcome to the community.

I'm not sure why that would be. Could you try on a different device or browser please?

Chris

0 Helpful
Mikelee
Explorer

‎13-05-2023 03:34 PM

I have tried on all devices from mobile, tablet to PC and always getting same error message that additional payer authorisation is required...

0 Helpful
Christopher_G
EE Community Support Team
In response to Mikelee

‎13-05-2023 03:40 PM

Thanks for trying that. It seems like it could be related to your account, @Mikelee.

I would recommend speaking to our Mobile Care team, they'll be able to check your account and help fix this for the future.
Chris