EE Billing does not work

[Kaidou]

""Your request for this service failed. Premium rate / 3rd party services are currently barred on your account. to remove the bar please text UNBAR to 150"" ~shows up whenever i try to make a payment via google play ee billing or even add EE billing to my mobile again as it removed.
so obviously texting UNBAR didnt work for me. I'm PAYG (Android) , and i've called customer service, spoke to i believe 4 or 5 different people- 1 being a technician, 1 being in the PAYG department specifically. They all say i have no bars whatsoever on my entire account, they even tried to bar everything, then unbar it to see if it was a "have you turned it off and on again" type of issue. nothing. I have made purchases previously via EE Billing, i thought it was a play store issue, contacted google and their customer support- they said it's an EE problem. so im kinda going back and forth and i just want to actually be able to use my phone's billing bc i dont own a bank account. i top up via voucher like i always have. I have also reset network settings like i was told to by EE C.S and still nothing. flipped my sim card to the sim2 slot, everything.

[Northerner]

Hi @Kaidou 

Can you pay with another method on the play store. 

I did not think you could use this service on EE PAYG.

Thanks 

[Alex_H]

Hi @Kaidou,

Welcome to the EE Community

Do you use any other charge to bill services besides Google Play that you have been able to try? 

Was the transaction you were trying to make over £40? Or is it possible you have already spent £240 this current billing month? (Your charge to bill billing month will start from the day your EE account went active rather than being set to the calendar month) 

As you are unable to make a transaction of over £40, and you are unable to spend more than £240 in a billing month so the first would block that transaction and reaching the billing limit would bar all transactions until your limit resets. 

Alex

[Moomie1981]

Have you managed anything? I've got the exact same issue. I've paid with credit many times before. All they have said when I've called is 'ummmm I think it changed'

Let me know if you sort it please?. Xx

[Moomie1981]

I've got the same issue as Kaidou. I don't have another charge to bill service just Google play,  worked fine until now, I'm not attempting over £40 and haven't spent £240 over the 'billing' month 

Is anyone getting anywhere sorting this? 

I got credit so I could pay for something via Google play like I usually do but now I've basically wasted 25!

[Christopher_G · Accepted solution]

Hi @Moomie1981 

If this has previously worked for you, I can only recommend speaking with our Customer Support team so they can check your account from our side.

Hopefully, they can help get this working for you.

Chris

[Moomie1981]

I tried that. They were no help. In fact the lady said 'ummmm its not
working' several times and I said 'no that's why I'm calling, whats going
on? Can we fix it please' the reply was 'well it's recently changed' I said
'yes that's what I said at the beginning of the call' then she said 'ummm
ummm ummm' I said 'so you don't know what to do then? Can you put me
through to someone who can help' she said 'ummm I ummm is it ummm I don't
know' so I said ..... Nothing, I hung up. I struggle badly with phone calls
as it is and to get that from supposed support set off my anxiety. I just
need it sorted! It's nuts that I can't find anything out about it easily
lol xx

[Katie_B]

Hi @Moomie1981. 

Thanks for getting back to me. 

I am sorry that you have not been able to get this resolved, our customer care team who have account access are in the best position to look into this further. 

To avoid calling you could also use the Message Us option that can be found in the EE app. 

Alternatively, I'd recommend completing this online complaint form and a member of our complaints team will be in touch. 

Katie

[XRaySpeX]

There is no "Message Us" option for PAYG users.

[Katie_B]

Ah I missed that the customer is PAYG, thanks for correcting @XRaySpeX. 

Katie 🙂