Topups not working (yesterday maybe before too)

[Asm78]

Hello, theres an issue with app topups.  When paying it says the payment is successful via the app (iphone/ios version) ibut it seems there is an issue (possibly with vesta) because afterwards the payment doesn’t get taken from my bank even though theres confirmation of a successful topup in the app, but on the confirmation in the app its says the current balance is unavailable, so cannot top up at all.  I tried twice yesterday and once today, exactly the same problem each time.  Is anyone at EE aware of this?

@CustomerService 

I have managed to topup using the text method, but the app should be working!

[XRaySpeX]

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@Asm78 wrote:

maybe before too

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Does that mean that this bank card has never before been tried & used?

Is it a UK bank card?

[Asm78]

Hello its the Same Uk bank card i use every month for topping up and other things, its not new.  Its also the same one i just used to top up via text as it was already registered with EE, the app payment provider looks to be the problem as the text topup worked fine.  Thanks

[Ali_A · Accepted solution]

Hi @Asm78 

Please make sure you have update to the latest version of the EE app. If you could also clear the app cache and data before trying again on for your next top up. 

It would be interesting to know if you face the same problem when topping up via your online account on the web browser. 

Ali