Shortcodes

If your transaction is declined, you’ll get a message not sent error, and you won’t be charged.

This can happen if:

• you don’t have enough Pay As You Go credit available to pay for the service
• you have a Spend Cap or voluntary credit limit set up on your Pay Monthly plan
• There’s an issue or error with the service or network 

If you continue to have problems texting or calling a shortcode, please get in touch.

Found a text or call to a shortcode on your bill that you don’t recognise? You can find the merchant’s name and contact details using our shortcode checker. If you still don’t recognise the transaction, please contact the merchant or payment intermediary for more details.

As the account holder, you’re responsible for any calls made or texts sent to shortcodes unless your phone’s lost or stolen. If you let us know about the loss or theft within 24 hours, you’ll only be liable for the first £100 of any unauthorised usage.

Has someone you know used your phone to pay for content or services without your consent? We recommend setting up a security PIN to stop this from happening again. You can find out how to do this on our device support pages.

Multiple merchants can use shared shortcodes but only 1 payment intermediary. If the shortcode you’ve checked is shared, the shortcode checker will only show the payment intermediary name and contact details. Please contact them with any queries or refund requests.

We aren’t responsible for any content or services you’ve bought from other companies using shortcodes. So, we can’t refund these types of purchases.  If you’d like to request a refund, you must contact the merchant or payment intermediary. 

They have 10 days to respond to your query. If you’ve been waiting more than 10 days, please get in touch with us to escalate.