Payment problems

[Sarah12321]

Odd one here. I tried to top up as usual through the app but although I got a message saying top up was successful, no credit has been added to my account. I tried a second time with the same result.

My card details are saved on the app and the process seemed to go through as normal. I had to verify the transactions with an OTP from the bank each time.

EE said the problem wasn't at their end and I should call the bank. The bank said the problem wasn't at their end and they couldn't see any attempted withdrawals.

Could it be an app issue?

[XRaySpeX · Accepted solution]

Try using Fast Top-up online to pay by 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.

[Sarah12321]

Thank you. I have just tried this and it works. However, I can only find this payment method by clicking the link above. I'm having no luck finding it directly.  How would I find this payment option through the EE site without having to look up this conversation each time I need to top up?

[Peter_W]

Hey there, @Sarah12321 

If you search 'EE anonymous payment' in Google, you can find this page right away.

You can also bookmark the page if you want to navigate straight to this, too 😊

Peter

[XRaySpeX]

It's listed on EE Site in Help > Mobile > Manage and use your plan > PAYG > Top up your phone 

1. Online card payment

Use our online payment tool to top up any EE pay as you go mobile.

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Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.

[354-]

 @Sarah12321 - The top up  hyperlink is nested within the main navigation. SIM-Only > Top Up

Screengrab from smartphone.

top-up - navigation - smartphone browser

Below is on a screen grab PC.

top-up-navigation- PC browser

[354-]

On the PAYG category landing page also.

payg-cat-landing-page