Captive Pages CUSTOMER GUIDE

An incredible new way to keep you connected & in control of your bills

All plan.com customers with automated bars or Spending Caps or any other type of bar linked with their service will now benefit from Captive Pages.

These exciting new webpages are triggered automatically or via SMS when a service is restricted, giving customers the opportunity to increase their spending limit or Cap and purchase bolt-ons directly from their phone.

No need to download an app. No need to play with settings. Captive Pages are available to all plan.com customers.

WHAT ARE CAPTIVE PAGES?

Captive Pages are webpages that give you all the information you need whenever a bar (such as a data bar that prevents you from using any more mobile data or Spending Cap) is triggered.

Captive Pages also give you the opportunity to remove the restrictions and keep you connected while staying fully in control of costs.

HOW DO I ACCESS CAPTIVE PAGES?

Via SMS
Captive Pages are available through an SMS link whenever a service hits its Spending Cap or a bar is triggered.

Automatically
They also appear automatically when a mobile data allowance has been exhausted and there are restrictions in place. In these circumstances, Captive Pages will launch when an internet browser or app that uses data is accessed.

However, they will not show if the service is connected to wifi in these situations.

ALL THE INSIGHT AT YOUR FINGERTIPS

If you have a Spending Cap in place, Captive Pages show you exactly how much data, call, text or roaming additional charges have contributed to reaching your spending limit.

THE TOOLS YOU NEED TO STAY CONNECTED

Captive Pages also gives you the option to stay connected if your service is restricted due to you reaching your spending limit.

There are two ways to do this. Here's how:

Increasing the spending limit

Adding bolt-ons

WHEN DO YOU SEE CAPTIVE PAGES?

Whenever a service reaches a spending limit or Spending Cap, and your service is restricted.

WHO IS NOTIFIED?

The service is sent an SMS, which includes a link to the Captive Page

You, the customer (notification or billing contact) is sent an email, with the same information and a link to the Captive Page

Your plan.com partner, is contacted either through the v4 feed, SMS or email

Types of Captive Page

There are three main types of Captive Page:

SPENDING CAP
If you joined or renewed with plan.com since 1 October 2018 and have a Spending Cap on your account, you will be sent an SMS at 100% of your Spending Cap’s limit that contains a link to a Captive Page. If you have run out of mobile data and are not connected to a wifi network, a Captive Page will trigger automatically if you try to access mobile data via a web browser or mobile app that uses data.

Spending Cap Captive Pages provide you with a full breakdown of how your Spending Cap was reached. This could include Data, Voice, Text, and any roaming usage.

Spending Cap Captive Pages provide an additional layer of information when you’re roaming! They show you where you are, give you insight on any roaming bolt-ons you have in place, as well as information on any domestic usage that contributed to reaching the Spending Cap limit.

USAGE BARS
If you have automated bars (such as a UK data bar or roaming voice bar) set up on your service, you will be sent an SMS at 100% of your usage Cap’s spending limit that contains a link to a Captive Page. If you have run out of mobile data and are not connected to a wifi network, a Captive Page will trigger automatically whenever you try to access mobile data via a web browser or mobile app that uses data.

Usage Captive Pages are specific to the type of restriction that’s in place. For example, if a UK data bar has been triggered, the Captive Page will be specific to your UK and EU data usage. If it’s a roaming voice bar – likewise.

Usage Captive Pages provide an additional layer of information when you’re roaming! They show you where you are, give you insight on any roaming bolt-ons you have in place, as well as information on any domestic usage that contributed to reaching the Spending Cap limit.

CREDIT CONTROL
In the unlikely event of your service being restricted due to non-payment of a bill, each service will receive a Credit Control Captive Page that informs them of the restrictions.

Best of all, it gives you all the tools and information you need to make a payment, including an online payment option that’s available 24/7 and linked to our internal systems. This means that any restrictions that are in place should be lifted shortly after the payment is received.

Increasing the spending limit

One of the easiest ways to remove the restrictions on a service put in place by a Spending Cap or usage bar is to increase the spending limit. Captive Pages give you this ability, allowing you to increase the Spending Cap by a set amount.

Spending Caps can be set at £0, £10. £15, £20, £35, £50, £75, £100, £200, £300 and £500 for each service. Spending limits can be amended at any time.

Once the new spending limit is reached, the service will be notified and restricted in the same way as with the original spending limit.

This is true for all subsequent increases of the limit.

Authorised services
All services on your account will have the ability to extend their spending limit via Captive Pages unless the service is deauthorised from doing so.

To deauthorise a service and remove this ability to extend Spending Caps or purchase bolt-ons, simply call your plan.com partner or speak to plan.com Customer Services on +44(0)3300 88 18 18.

Deauthorised services will still receive Captive Pages, but for informational purposes only.

Financial information such as the Spending Cap amount and the amount of additional charges that were incurred to reach the Cap, is hidden.

Customer Card

Adding bolt-ons

We have a series of great-value bolt-ons available to all plan.com customers, which can now be added via Captive Pages!

These include 1GB, 2GB and 5GB Data Boosts (handy if you're running low or run out of UK/EU mobile data), international calling and text options, and a series of roaming bolt-ons that help keep you connected while travelling outside the EU.

Captive Pages

Notifications - what are they?

Spending Caps
If you joined or renewed with plan.com since 1 October 2018 and have a Spending Cap on your account, you will be notified when you reach 50%, 80% and 100% of your Spending Cap's limit.

For example, if you choose a £10 Spending Cap, notifications will be sent to you at £5, £8 and £10. At £10, the Spending Cap will prevent your service from performing any further chargeable call, text or data usage.

Any other type of automated usage bar
If you have alerts (such as UK data bar or roaming voice bar) set up on your service, you may receive notifications set up on your account at 50%, 80% and 100% of your bundle, depending on what you have opted for with your plan.com partner or from speaking directly with plan.com Customer Support.

If you have usage bars (such as UK data bar or roaming voice bar) set up on your service, you will be notified when you reach 50%, 80% and 100% of your spending limit. If this overspend limit is £0, you will only receive one notification.

For example, if you choose a £10 Spending Cap, notifications will be sent to you at £5, £8 and £10. At £10, the usage bar will prevent your service from performing any further chargeable usage.

Increasing spending limits
Notifications are sent whenever a spending limit or Cap has been increased. Each time an increase is made, notifications are sent. This is to verify that a change has been made to the account and to notify the account holder (who may be a different person to the individual using the service).

Adding bolt-ons
Notifications are sent whenever a bolt-on is added. This is to verify that a change has been made to the account and to notify the account holder (who may be a different person to the individual using the service).

Who will be notified and how?

SMS
A text message will be sent to the affected service at the intervals outlined above.

Email
An email will also be sent to the nominated notification on your account. This may be the company owner, director/principle, bill payer or notification contact. If you are unsure who will be notified, call your plan.com partner or plan.com Customer Services on +44(0)3300 88 18 18. You can also contact us via our online form.

FAQs

HOW DO SPENDING LIMITS WORK?

Spending limits restrict the amount of additional charges that can be incurred by a service by notifying them when a limit is being approached and reached, and restricting the service when the limit is reached so that it can no longer be used in a way that generates additional charges.

Spending limits are refreshed at the start of every billing cycle. In the case of a service being restricted, these restrictions are removed.

When restrictions are put in place, a service is still able to use any remaining inclusive allowances and free services.

plan.com is a business service provider, which means our Spending Caps work slightly differently to High Street providers because it is common that as a plan.com customer, you have more than one service with us. Therefore, our Spending Caps apply to each service (e.g. phone) on your account rather than to your entire account. This is so that you set up specific spending limits for every service that's on your account.

£0 SPENDING LIMITS & CAPS

Customers have the option to apply £0 spending limits or Caps to their services. In these cases, the service will be automatically restricted so that some types of usage (such as premium-rate and international calls, roaming etc.) are unavailable. You should only opt to select a £0 limit if you understand that certain kinds of usage will be unavailable to your service.

SETTING THE RIGHT SPENDING LIMIT

Spending limits and Caps offer a broad safety net against bill shock and give you the confidence that your monthly costs are under control. However, setting a spending limit too low may lead to services being constantly restricted and the person using the phone from being connected with the business and its customers.

Please remember when setting an appropriate spending limit or Cap, a certain proportion of out of bundle spend is to be expected on any corporate account. For example, international calls, premium-rate calls or roaming usage may be an essential element of your business. Therefore, setting a spending limit too low may be an obstruction to the business.

WHAT HAPPENS IF A SERVICE REACHES IT'S SPENDING LIMIT?

Any further chargeable call, text or data usage will be restricted. If you exhaust your monthly allowances and/or bolt-on allowances, additional calls, texts and data usage may be barred. A service will always be able to make calls to emergency services. Calls to plan.com Customer Services will also be available to most services.

Any usage that is still within the agreed allowances will not be restricted. For example, with our unlimited minutes and texts tariffs, you will still be able to call or text other plan.com and O2 mobiles, local geographic numbers etc. And if you are still within your data allowance (you may have reached your spending limit due to calls), you can access mobile data as normal until the allowance is exhausted.

CAN A SPENDING LIMIT BE INCREASED IN ORDER TO REMOVE RESTRICTIONS?

Yes. The service will be sent an SMS at 100% of its spending limit, which notifies the person using the device of their usage and the restrictions in place. The SMS also gives the service user the opportunity to purchase a bolt-on (giving them extra allowances) or extend the spending limit through one of our Captive Pages.

All services on your account with a spending limit that's been reached have the ability to make these purchases or extend their spending limit via Captive Pages unless a restriction is put in place on the service. To deauthorise a service and remove this ability to extend spending limits or purchase bolt-ons, simply call your plan.com partner or speak to plan.com Customer Services on +44(0)3300 88 18 18.

Contact Us

If you are a plan.com customer and think that you are eligible for a Spending Cap (having joined or renewed after 1 October 2018), please call our plan.com Customer Service team on +44(0)3300 88 18 18 or get in contact via the form below.