Unable to purchase a subscription pack

patmolloy · ‎15-11-2023

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!

XRaySpeX · ‎15-11-2023

@patmolloy : Are you using a foreign bank card?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

patmolloy · ‎15-11-2023

No, just UK Nat West.

Katie_B · ‎15-11-2023

Thanks for getting back to us @patmolloy.

Are you prompted for payment verification from your bank?

Katie

patmolloy · ‎16-11-2023

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.

Christopher_G · ‎16-11-2023

Hi @patmolloy

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

Chris

pgx123 · ‎20-11-2023

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 · ‎20-11-2023

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 · ‎20-11-2023

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 ...

James_B · ‎20-11-2023

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