topic Re: Turn off parental controls in Contracts & Billing

Re: Turn off parental controls

PixL_Sway — Mon, 18 May 2026 12:28:18 GMT

Hello, mine says I'm not the main account holder but I'm the one who pays and I have bank statements to prove it and in my app it won't let me change it, so what do I do? Also I pay monthly and all really want to do is cancel with you guys but I don't how, I follow every instruction and I just go round and round, someone please help me

Re: Re: Turn off parental controls

Michael_D — Mon, 18 May 2026 15:20:04 GMT

Hi @PixL_Sway

Thanks for coming to the community.

If it is saying you aren't the account holder and you aren't able to change it, you'll need to speak to our customer service guides for help.

They'll be able to bring up your account and check the EE ID details and look to make you the account holder.

In terms of cancelling, you can see how to request this on our What you need to know if you want to leave EE page. You can mention it when you speak to our guides over the phone and they'll be able to help.

Michael

Re: Re: Turn off parental controls

XRaySpeX — Mon, 18 May 2026 15:27:08 GMT

@PixL_Sway : Only the a/c holder may manage the a/c. It's irrelevant that you might pay the bills but that was not your responsibility; the a/c holder, who is responsible, just nominated your bank a/c to make the payments for their a/c.

You might consider taking over the a/c by change of ownership with a/c holder's permission. The current owner of the contract wishing to be moved needs to call CS with both of you available on the line to effect a change of ownership. The other person, you, will need to pass a credit check. They will then be responsible for paying for that contract. If you can't do it together CS will give the current owner a password for the other to quote when they call.