topic Re: Unable to send Premium Message - Google Pixel 8 in Mobile Services

Unable to send Premium Message - Google Pixel 8

EJR1983 — Fri, 16 Aug 2024 08:30:30 GMT

I've been trying to send a message to a premium number and it wouldn't send and would get an error. After some changes it now seems to send, but I get message saying 'You are unable to use this service; you have a 3rd party bar. To remove text UNBAR to 150". I do this, then i get a message from EE saying there are no bars on my account. Try again and I get the same " you are unable..." message.

Any ideas. I have a Google Pixel 8. Checked 'Special App Access" and 'Messages' is in there as Always Allow

Re: Unable to send Premium Message - Google Pixel 8

Linzi_H — Fri, 16 Aug 2024 10:24:41 GMT

Hi @EJR1983

Welcome to the community.

It's fab to hear you managed to send the message finally after some changes.

But if you do keep getting an error message, I know you'll be keen to get that stopped.

Are you a Pay Monthly customer with us, or Pay As You Go?

Linzi 😊

Re: Unable to send Premium Message - Google Pixel 8

killyouridols08 — Fri, 16 Aug 2024 10:29:31 GMT

Spend Cap?

Re: Unable to send Premium Message - Google Pixel 8

EJR1983 — Fri, 16 Aug 2024 10:36:28 GMT

Hi @Linzi_H

It hasn't sent, as it says its barred, even though EE says its not.

I am a Pay monthly customer, as far as I'm aware there is no spend cap.

EJR

Re: Unable to send Premium Message - Google Pixel 8

Linzi_H — Fri, 16 Aug 2024 10:41:55 GMT

Thanks for getting back to me about this @EJR1983

Let's double-check the Spend Cap just in case!

If you head into the EE app> head to your profile in the top right corner> Settings and Permissions> Spend Cap. Does a Spend Cap show here for you?

If you need to edit the Spend Cap amount, just select "Edit Amount".

If you only have one number on your account texting SPEND CAP to 150 will also work.

Linzi

Re: Unable to send Premium Message - Google Pixel 8

Schockwave — Fri, 16 Aug 2024 11:17:41 GMT

@EJR1983 , could you please check that you do not have parental control set to restricted, it should be unrestricted and you can find this in settings and change it yourself, that could be the problem, although not sure, worth checking.

Re: Unable to send Premium Message - Google Pixel 8

EJR1983 — Fri, 16 Aug 2024 11:27:07 GMT

@Linzi_H - No Spend Cap in place

@Schockwave No parental control (+18)

Re: Unable to send Premium Message - Google Pixel 8

Linzi_H — Fri, 16 Aug 2024 11:39:09 GMT

And just to check, the message isn't exceeding the maximum spend limit @EJR1983?

There is a £40 limit per transaction and a £240 limit per billing period as seen on our Premium Rate Services page.

Linzi

Re: Unable to send Premium Message - Google Pixel 8

EJR1983 — Fri, 16 Aug 2024 11:52:00 GMT

@Linzi_H - Nope - not sent any other messages this billing period at all

Re: Unable to send Premium Message - Google Pixel 8

Linzi_H — Fri, 16 Aug 2024 11:56:05 GMT

I appreciate you double checking all these things @EJR1983

Looking at what's been tried so far, I think there could be some sort of restriction hiding in the background.

My advice would be to call us directly so we can review your account. I'm confident our team can get this sorted out.

Linzi 😊