Reasons why payment may not have been taken
Please wait a few days to allow for bank holidays or any technical delays especially if it’s your first payment.
It's easy to check the status of your bill payment in the EE app or online.
Using the EE app on your mobile:
- download or open the EE app on your mobile
- select Manage
- select Billing
- your latest bill will be shown first, including if it's been paid
Using the EE website:
- login to the EE website in your web browser
- select Bills & Payments, from the top right of your screen
- your latest bill will be shown first, including if it's been paid
It may be that your bank refused the payment. We'll let you know if there has been a problem. If there aren’t enough funds, we’ll try again within a few days, so you don’t need to do anything. If it fails again or for any other reason, you’ll see on your next bill that we couldn’t take the payment and that you may have to pay a late payment charge.
There are a number of possible reasons your bank won't let us take your payment:
- the bank account details we used didn't match with the bank
- there's not enough money in your account
- the payment was higher than the Direct Debit limit that you've set with your bank
- the bank has received a request to cancel the Direct Debit
- the bank account has been closed or transferred to another bank
Please contact your bank if you need more help with this.
Check your Direct Debit details
It’s easy to check whether your Direct Debit details are correct:
- Download or open the EE app
- select Manage
- select Billing
- scroll down to see your Direct Debit settings