Hi, I'm hoping someone can make sense of this because I'm clearly not. I bought the 10-day Europe roaming add-on before going to Spain and I got the text about fair usage, which was fine. But then on day 5 I got another text saying I'd used 90% of my allowance, and the app also seems to show a second roaming add-on I didn't ask for. I only have one phone and one SIM. Is it supposed to work like that? My bill looks higher already and I'm worried it's going to keep charging me every time I use WhatsApp.
Hi Megan, I can help explain how the roaming add-on should work. The 10-day Europe add-on is normally a one-off charge and it shouldn't duplicate itself unless the first pass was not applied correctly or a second purchase was made from the app. The 90% warning is separate and usually refers to your fair usage data allowance within that add-on. If you send the last 4 digits of the mobile number and the rough time you purchased it, I can check whether you were charged twice or whether the app is showing an old pending authorisation.
I had something similar last year. Mine turned out to be the app showing the add-on and the bolt-on as separate lines, but only one was actually billed. Worth checking the bank pending payment too before you panic. Not saying that's definitely it, just what happened to me.
Thanks. I do get the fair usage bit now-ish, but the app is still showing two different entries and the second one says 'active'. That's what makes me think it's been added twice. I'll DM the last 4 digits if needed, but it feels like the app shouldn't be this confusing.
You're right, it shouldn't be confusing. If it shows two active entries then it needs checking properly. Please send the last 4 digits plus the date and time you bought the add-on and I'll look into whether one needs removing and whether any duplicate charge should be refunded. If you're abroad and concerned about further use, I can also explain how to turn off mobile data so you don't rack up more usage before we review it.
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