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Unable to purchase a subscription pack

patmolloy
Investigator
Investigator

‎15-11-2023 01:57 PM

I am trying to purchase a subscription pack for my SIM. I get to the payment page, but it then says "Additional payer authentication required to complete your payment."

On chrome I get a little unhappy face saying "This content is blocked. Contact the site owner to fix the issue." On FireFox I get nothing. On the mobile app I get nothing. 

So I cannot complete the payment. 

What's going on??

Thanks!

10 REPLIES 10
XRaySpeX
EE Community Star
EE Community Star

‎15-11-2023 02:53 PM

@patmolloy : Are you using a foreign bank card?

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0 Helpful
patmolloy
Investigator
Investigator
In response to XRaySpeX

‎15-11-2023 03:11 PM

No, just UK Nat West.

0 Helpful
Katie_B
EE Community Support Team
In response to patmolloy

‎15-11-2023 04:38 PM

Thanks for getting back to us @patmolloy. 

Are you prompted for payment verification from your bank?

Katie

0 Helpful
patmolloy
Investigator
Investigator
In response to Katie_B

‎16-11-2023 08:06 AM

No, that's the problem. I think this 'window' is where that is supposed to happen, but nothing appears. Have tried different browsers and different devices, including the app.

0 Helpful
Christopher_G
EE Community Support Team
In response to patmolloy

‎16-11-2023 11:21 AM

Hi @patmolloy 

I'm not sure why this is happening. Are you able to try topping up with a different card?

Chris

0 Helpful
pgx123
Explorer

‎20-11-2023 10:05 AM

I have been facing the exact same problem for the last two months. I had to top from one-off top up page. However, unable to set up automatic monthly pack. I am very tech savvy but still can't find a solution. It is most likely an error on EE's end which a browser, cookie, cache, network, device change can't solve.

pgx123
Explorer
In response to pgx123

‎20-11-2023 10:07 AM

it is not affecting many users because most people have their automatic pack renewal set up. The moment their card expires or they want to change pack/card, they will start seeing this error. The sooner EE fixes it, the better it is for EE. I'd suggest don't wait for it to blow up. If you have a concrete solution today, please let me know.

patmolloy
Investigator
Investigator
In response to pgx123

‎20-11-2023 10:34 AM - edited ‎20-11-2023 10:35 AM

Thanks, It's definitely not the device, browser or card (or perhaps it is some bizarre combination of them). I had to do a one off top up too, but it's seriously inconvenient! I am sure this is an EE issue ...

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to pgx123

‎20-11-2023 10:56 AM

Hi @pgx123,

Welcome to the EE Community. 🙂

To rule it out as an issue, have you tried a different browser?

Are you using a VPN or any browser plugins?

James

0 Helpful