Can't get spend cap changed whilst roaming

[alpaul42]

My wife and I are currently abroad in Spain. We have 2 phones linked to the same EE account. We had a spend cap of £10.00 set for each phone to enable us to use roaming. Unfortunately this £10 ran out and phone calls, mobile data and outbound texts have been disabled. We are unable to contact EE on the 150 number. There doesn't appear to be a facility on My EE to lift the spend cap.  When we go on to the EE website to seek out Live Chat it does not appear when it should. To summarise, I have no way of contacting EE to reactivate our phones. Can anyone suggest anything else? 

[Chris_B · Accepted solution]

@alpaul42 You can change the spend cap via the my EE app.  Click the person icon top right then click settings and permissions then scroll down to spend cap. 

[alvinernest]

There is no such option!!!!

[Leanne_T]

Morning @alvinernest 

Please see the How Do I Set Up and Manage Spend Cap? Help page for ways to remove the spend cap. 

Leanne. 

[Joshua2024]

Your answer is not helpful, I can see why I was warned about ee..abroad, cannot contact ee, can not amend spend cap. In 2024...WOW.

[Leanne_T]

Hi @Joshua2024 

Thanks for coming to the community. 

Do you have signal showing on the device? 

If you have a pay monthly account, did you text ROAMING to 150 before travelling abroad? 

Leanne. 

[Joshua2024]

Hi Leanne, yes, I have signal, I had a message saying I have exhausted some allowance I was never aware off. At the same time telling me I have some date, and 0MB left. What is terrifying is that all what is mentioned on the web site and on the ap did not work. The phone number would not go through, the website links referring to spend cap amendments directs you to the ap, the link on the ap does not exist. For most of today website mentions services not available. Non of the numbers worked. There goes over 4 hours of my critical time abroad.

With my previous provider I didn't have to inform them travel abroad, and every thing was free. I was in a critical emergency in a foreign land created by my nework. This should happen.

Joshua