Can’t make additional device plan payment online

[Loubell83]

Hi,

I have a device plan with three and I want to make additional over payments on an ad hoc basis to this plan.

Everytime I try to do this via my account online once I submit the payment I get a error message saying it’s failed.

This has happened numerous times over the last 2 months. My bank are approving the payment but it’s failing at three.

I have had to use online chat to do the payments which I don’t mind but it takes longer and I would rather be able to quickly do this online.

The issue is definitely on the three side and I don’t know if it can be solved

Thanks

[Sarah7530]

I keep tryin to make a payment to the device plan online using my debit card but continually get sorry can’t check the payment right now so try later !!!

how much later as I’m sure u want the bill to b paid 

[Loubell83]

Ive got an investigation going on with three about this issue but I havent heard anything for a few weeks. Starting to think its been forgotten about. 

I have managed to make payments via online chat - might not be convenient but it works.

[Loubell83]

I am unsure why I need a bill to generate. I am not trying to make a payment to cover my bill. I am trying to make additional payments to my device plan balance to reduce the number of payments (and pay it off quicker). I dont want to stop the DD, I just want to make one off additional payments. 

I have tried at numerous times of the month to make various payment amounts and the payment fails. This includes before the DD is due, after the DD has come out and for amounts over the DD amount. It never works.

My bank are authorising the payment (I have to go on the app and authorise the payment) - when I click I have approved the payment in my banking app the three website has the error "Sorry that didnt work. Have another go"

There is no problem at the bank end. They are authorising the payment. 

But the three site is failing at this point. 

I can make payments via the online chat but that is time consuming and not needed if the functionality worked on the website. 

I suppose at this point I need to accept that it doesnt work and proceed with online chat to do this. Annoying but I can still do the task.

[JonathanB]

Hi @Loubell83,

I'm really sorry for any confusion there. It sounds like Pete was referring to making payments against airtime so apologies for this.

We've taken a closer look into this issue behind the scenes, but we'll need to move the conversation to a more secure platform to discuss payment information. I'll send you a PM to get you in touch with some colleagues who can discuss this further with you.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[PeteG]

Hey there.

Gosh that's weird, I'm not sure what would be causing that to happen. Are the payments that you are trying to make covering at least the full amount of what's currently due? 

Pete.

[Loubell83]

The direct debit still is taken for minimum amount due. I’m trying to just make additional payments to reduce the number of payments.

I have tried different amounts for either below or above my monthly minimum and it fails. 

[PeteG]

If you've had a bill generate, and are making payments manually, the manual payment will need to be enough to cover at least the amount of the Direct Debit that will be due. It will also not stop the direct debit from coming out. 

It might be worth waiting for the direct debit payment to be collected, and a couple of days after it comes out your account, you could try making a manual payment again to see if that works. 

Pete.

[Loubell83]

I am unsure why I need a bill to generate. I am not trying to make a payment to cover my bill. I am trying to make additional payments to my device plan balance to reduce the number of payments (and pay it off quicker). I dont want to stop the DD, I just want to make one off additional payments. 

I have tried at numerous times of the month to make various payment amounts and the payment fails. This includes before the DD is due, after the DD has come out and for amounts over the DD amount. It never works.

My bank are authorising the payment (I have to go on the app and authorise the payment) - when I click I have approved the payment in my banking app the three website has the error "Sorry that didnt work. Have another go"

There is no problem at the bank end. They are authorising the payment. 

But the three site is failing at this point. 

I can make payments via the online chat but that is time consuming and not needed if the functionality worked on the website. 

I suppose at this point I need to accept that it doesnt work and proceed with online chat to do this. Annoying but I can still do the task.