Payment issue

I'm using master card by Citibank to purchase new sims 4 packs. However, the issue errors keep pop up - it kept show up " We were unable to verify your credit or debit card." 

I have contacted Citibank for this - and they share there's no restriction or lock issue from my card. They also see the transaction get denied and recorded in Citibank system. They advised me to remove the old cards ( I used to checked out with other cards) - I removed but the error keep pop up. 

I once checkout with master cards and no issue happen before (last year, for a few packs - when there was no EA app yet). Don't know if it's app issue or bank issue.