Roaming abroad - urgent

[SS136]

My 12 year old is current away with her rugby team and cannot access her roaming pass. We previously used the £25 per month add on which we organised before we travelled. She had to initiate this herself once she received a text from EE but has been unable to do this even with help from supporting adults. She has ample data on the account so this should not be an issue. Worst of all, I cannot speak to anyone from EE to secure help. 

[Chris_B]

@SS136   Why can’t you speak with anyone at EE ?  If you’re the account holder you most definitely can and as your daughter is only 12 she is definitely not the account holder as it’s a contract.   

Have you read THIS  the roaming passes changed last year.    Is there a spend cap on the line ? 

[bristolian]

In what way is your 12 year old unable to "access her roaming pass"? What's the actual problem she has?