top up not working

707 · ‎01-05-2025

Hi,

I have tried for hours to top my account but every single time i get stuck after entering card details with text saying “Additional payer authentication required to complete your payment.” The authetication window never comes up and the payment never goes through so i cannot do anything.

XRaySpeX · ‎01-05-2025

Are you using a UK bank card?

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Linzi_H · ‎02-05-2025

Hi @707

Welcome to the Community.

Are you trying to top up online or through the EE app when you see this error message appear?
Have you tried using our Make a payment page? If so, are you seeing the same thing happen?

Speak soon,
Linzi