Topup is not working

[Tors12]

When I’m trying to top up my balance for more than 10 pounds the bank verification if required, and the page said: “Additional payer authentication required to complete your payment.” But nothing happening, this functionality is completely not working for last 2 weeks, isn’t not doing redirect, no bank verification is triggered. Could you help me with this and fix an issue?

[Michael_D]

Hi @Tors12 

Welcome to the community.

Are you logged in to your account through the EE app or the website when you are trying to top-up? 

Have you tried to top up through our fast payment link to see if that works?

Michael

[Tors12]

HI @Michael_D !

I've tried through the website and  EE app (which uses the same website) Fast payment link also showing an error: "Some errors have occurred"

[Tors12]

[Ali_A]

@Tors12 Are you able to use an alternative browser at all? Just be sure it's not a Safari Browser. 

If you need to top up in  hurry, you can use the voice activated topup service by calling 150 from your Pay as you go line. 

Ali 

[Tors12]

@Ali_A I tried to use Safari and Chrome, not working for both of them unfortunately 

[Debbie_G]

Thanks for letting me know @Tors12 .
 

When did you last top up the account? 
 

Is your SIM card working for calls and texts? 

Debbie 🙂

[Tors12]

@Debbie_G 

2 days ago, thought the store. Yes, SIM is working. Have you tried to topup with second step auth? Is it working for you? 

[Ali_A]

@Tors12 Can you clear your browser cookies and cache? 

Are you able to try a different card but from a different bank at all? This would help determine if the bank facing a glitch with the 3D secure authentication service. 

Ali

[Tors12]

@Ali_A Bank is not facing glitch with 3D secure, I've tried several different banks. I'm like 99% percent sure it's a problem in EE site, and the big it still there (more that 2 months OMG) I guess I just need to change to another network provider to fix this unfortunately