Spend Cap Issue

[Hamarch]

My mobile plan includes unlimited data, calls, and texts for £29 per month. I’ve set a spend cap of £30. In January, I spent an additional £3.

However, when I trying to send SMS, I received a message from EE saying that "I don’t have enough spend cap balance. If I’m the account holder, I can increase or remove the spend cap on their website".

I don’t understand why I received this message, as the spend cap should be separate from my monthly plan. Can anyone explain this?

[Leanne_T]

Morning @Hamarch 

Thanks for coming to the community. 

Was the text to a UK mobile number? Did this include any pictures that may cpnvert the message to an MMS message? 

Also, have you also purchased any of the add-ons or extras listed on the Set up and manage Spend Cap page within the 'A Spend Cap can’t restrict' section? If so, this may take you over the spend cap limit you have set up.

Leanne.

[Hamarch]

Hello Leanne,

Thanks for your reply.

• The text messages I sent were to UK mobile numbers.
• As far as I know, my messages did not include any pictures, so they shouldn’t have been converted to MMS. However, if any of them did contain pictures and were converted to MMS, I’m still surprised that a single MMS would be enough to exceed my £30 spend cap.
• I have not purchased any add-ons or extras listed under the “A Spend Cap can’t restrict” section.

Could you please clarify why do I receive the message about exceed the spending cap? I’d appreciate any further details you can provide.

[Leanne_T · Accepted solution]

Hi @Hamarch 

Thanks very much for coming back to me with the extra details. 

In this case, we would need to check the account and see why this message has been sent to you. To do this please call us on 150 and our mobile guides can get this sorted for you. 

Leanne.