Captive Pages PARTNER GUIDE

An incredible new way to keep customers connected & in control of their bills

A great deal for customers
All plan.com customers with automated bars or Spending Caps set up through the v4 portal 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.

A great deal for partners
Captive Pages allow customers to stay connected and in control while keeping an important revenue stream open to our partners.

Partners benefit from overspend that customers can control (no bill shock!) and bolt-on purchases (no partner intervention required!)

No need to log into v4. No phone calls. Captive Pages do the heavy lifting and information sharing for you.

WHAT ARE CAPTIVE PAGES?

Captive Pages are web pages that give customers all the information they need whenever a usage restriction – such as a data bar that prevents from using any more mobile data – is triggered.

Captive Pages also give customers the opportunity to remove the restrictions and keep them 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 restrictions are in place. In these circumstances, Captive Pages will launch if 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 THEIR FINGERTIPS

For customers with automated bars or a Spending Cap in place, Captive Pages show them exactly how much data, call, text or roaming additional charges have contributed to reaching their spending limit.

TOOLS TO STAY CONNECTED

Captive Pages also give customers the option to stay connected if their service is restricted due to reaching a spending limit.

There are two ways to do this.

Increase the spending limit

Add a bolt-on

WHEN DO CUSTOMERS SEE CAPTIVE PAGES

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

WHO IS NOTIFIED?

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

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

You, the partner, are contacted either through your v4 feed, SMS or email - whichever you select

Types of Captive Page

There are three main types of Captive Page:

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

Spending Cap Captive Pages provide a full breakdown of how a 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 customers are roaming! They show you where they are, provide insight on any roaming bolt-ons they have in place, as well as information on any domestic usage that contributed to reaching the Spending Cap limit.

USAGE BARS
If customers have automated bars (such as a UK data bar or roaming voice bar) set up on their service, they will be sent an SMS at 100% of their usage Cap’s spending limit that contains a link to a Captive Page. If they have run out of mobile data and are not connected to a wifi network, a Captive Page will trigger automatically whenever they 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 a customer's UK and EU data usage. If it’s a roaming voice bar – likewise.

Usage Captive Pages provide an additional layer of information when customers are roaming! They show where they are, provide insight on any roaming bolt-ons they 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 a customer's services 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 customers the tools and information they 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 for customers 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 customers this ability, allowing them to increase the spending limit by a set amount.

Spending limits 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 a customer's account will have the ability to extend their spending limit via Captive Pages by default unless the service is deauthorised from doing so.

Here's how:

Customer Card
You can access instant insight about which services have been authorised by:

1. Logging into v4 and finding the customer through the Customer Feed and selecting SERVICES from the MORE OPTIONS drop down on the Customer Card.

2. This will open a new pop-up window that shows you a series of important insights about each service, including its Authorisation Status. From here you authorise or deauthorise a service by tapping the switch.

3. To change the authorisation status of a service with a Spending Cap via the Alerts & Bars system, simply tick or untick the box (Alternatively, you can find the service through the search box on the Customer Feed then select ALERTS & BARS from the MORE OPTIONS drop down on the Service Card, which will take you directly to this service option pop-up.)

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.

Bolt-Ons

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 a customer is running low or run out of UK/EU mobile data), international calling and text options, and a series of roaming bolt-ons that help to keep them connected while travelling outside the EU.

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

There are two ways to remove authorisation from a service so that it cannot increase the spending limit, add bolt-ons and receive financial information about overage:

Notifications - what are they?

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

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

As a partner, you can choose which users receive these notifications and the method of receipt.

Here's how:

1. Log into v4 and find the customer through the Customer Feed. Select SERVICES from the MORE OPTIONS dropdown on the Customer Card. The new window will show you all services associated with that customer. You can then select ALERTS & BARS from the relevant service's burger menu.

2. Alternatively, you can find the service through the search box on the Customer Feed then select ALERTS & BARS from the MORE OPTIONS drop down on the Service Card, which will take you directly to the service options pop-up.

3. You will now be able to select which partner agents see the notifications from here thanks to simple tick boxes next to each agent’s name.

Any other type of automated usage bar
If you have alerts (such as UK data bar or roaming voice bar) set up on a customer's service, they may receive notifications set up on their account at 50%, 80% and 100% of their bundle, depending on what you have set up against their account.

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

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

As a partner, you can choose which partner user receives these notifications, and the method of receipt. Here's how:

1. Log into v4 and find the customer through the Customer Feed. Select SERVICES from the MORE OPTIONS drop down on the Customer Card.

2. Alternatively, you can find the service through the search box on the Customer Feed then select ALERTS & BARS from the MORE OPTIONS drop down on the Service Card, which will take you directly to the service options pop-up.

3. You will be able to select which partner agents see the notifications from here thanks to simple tick boxes next to each agent's name.

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 customer's account holder (who may be a different person to the individual using the service).

As a partner, the agents linked with the usage bar or Cap's set-up will be notified (see above).

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 customer's account holder (who may be a different person to the individual using the service).

As a partner, the partner agents linked with the bar or Cap's set-up will be notified (see above).

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 notification contact on a customer's account - whenever a bar is triggered, a spending limit is increased or a bolt-on is added. This may be the company owner, director/principle, bill payer or notification contact.

As a partner, you can easily find out, add or edit the customer notification contact. Here's how:

1. Log into v4 and find the customer through the Customer Feed. Select EDIT CUSTOMER from the MORE OPTIONS drop down on the Customer Card.

2. You will see all of the customer’s contacts in the middle column of the pop-up screen. From here, you can easily assign the Notification Contact using the dropdown box.

3. You can also MANAGE existing contacts or ADD new contacts via the relevant buttons at the bottom of the screen.

Managing services with Captive Pages

As a partner, if you have third-party customer access and consent from the customer to do so, you can increase spending limits and add bolt-ons in order to remove restrictions placed against a service.

PLEASE NOTE: as of 1 October 2018, this will be the only way to remove automated bars that have been put in place by the existing Alerts & Bars system, or through a Spending Cap.

Three ways to access Captive Pages

1. Via partner notifications – v4 alert cards, emails and SMS. Each barring notification contains a link to the Captive Page for that customer's service.

2. Via the services pop-up - log into v4 and find the customer through the Customer Feed. Select SERVICES from the MORE OPTIONS dropdown on the Customer Card. The new window will show you all services associated with that customer. For services that have been barred automatically, you will see a link to the Captive Page.

3. Via the v4 version of my.plan - access my.plan through a Customer Card or Service Card on the v4 Customer Feed. Scroll down to the bars section and if an automated bar is in place, you will see the Captive Page.

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 an account rather than to an entire account. Customers set up specific Spending Caps for every service on their 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. Customers should only opt to select a £0 limit if they understand that certain kinds of usage will be unavailable to their service.

SETTING THE RIGHT SPENDING LIMIT

Spending limits and Caps offer a broad safety net against bill shock and give customers the confidence that their 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 their business. Therefore, setting a spending limit too low lay may be an obstruction to the business.

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

Any further chargeable calls, texts or data usage will be restricted. If customers exhaust their 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, customers will still be able to call or text other plan.com and O2 mobiles, local geographic numbers etc. And if customers are still within their data allowance (they may have reached their spending limit due to calls), they 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 a customer's 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, account holders can contact you, their partner, or speak to plan.com Customer Services on +44(0)3300 88 18 18.