Paying for apps and tracks and overview
If your phone uses a Google, Nokia, Windows or BlackBerry app store, you can buy apps and the cost gets added to your monthly bill or taken from your pay as you go credit.
It's quicker, easier, and safer than tapping in your card details and means all your phone costs sit in one manageable place.
Adding the cost of an app to your bill
Below is a list of App Stores where you can pay for apps from your bill or pay as you go credit, and what EE, T-Mobile and Orange plans you can do it on. Please note you cannot do this on apps purchased from the Apple app store.
|App Store||OS Version||Brand App Billing Available On||Payment Types|
|Google Play||Android 2.2 and above||EE & T-Mobile|| One-off App Purchases
|Windows Marketplace||Microsoft Windows WP7.5+ and above||EE, T-Mobile & Orange|| One-off App Purchases
|BlackBerry App World 2.1 and above (BBOS)||BlackBerry OS4.5 and above (not BlackBerry 10)||EE, T-Mobile & Orange|| One-off App Purchases
|BlackBerry World (BB10)||BlackBerry 10.0 and above (not BlackBerry OS)||EE & T-Mobile|| One-off App Purchases
|Symbian S40 and S60||Orange||One-off App Purchases|
How to contact the app developer
Log in to your app store account and click on the app you've purchased. Most apps will have some information which includes the developer's web page including a link to send the developer an email.
For example, on Android apps you need to select the app in 'My Apps' - scroll to the bottom of the app page where you'll find the developer's contact details.
How to find out which apps you have purchased
Log in to your app store account - here you'll be able to see a list of all the apps you've purchased. For example, on Android if you log in to your app store you can select 'My Apps' from your menu and see all the apps you've downloaded and installed to your device, including any apps you've downloaded that are not currently installed on your device.
Does an app subscription stay active if I move to a different operating system i.e. from Android to windows?
Any app subscription you buy is not with the device, it's with the app store via your app store account. The subscription will stay active until you cancel it, even if you moved from an Android handset to a Windows handset.
If you're changing devices and moving to a different operating system (Android, BlackBerry, Windows) and no longer wish to have a subscribed app on your current device you must cancel that subscription or you will continue to be charged on your bill even if you move to another operating system.
Can under-18s download apps that have over 18 content?
The Android Play store doesn't permit any 'Adult' related content. There are, however, some applications that allow customers to gamble. These gambling applications are free to download and the customer is verified through a credit card registration which is in line with existing legislation. Both the BlackBerry and Windows App stores verify age in their relevant accounts.
Are there any limitations on the size of the apps that can be downloaded via my mobile data network?
Yes, apps over 20MB must be downloaded via WiFi or by connecting your phone to a PC/Mac.
Paying for apps and tracks billing
Why is an app showing on my phone/account when I didn't purchase it?
Check your app store account; if the app doesn't show ensure you check the list for apps installed as well as apps purchased but not installed. If you still can't find the app but feel you have been charged for it please contact your app store provider; contact details can normally be found on the home page of the app store when you access it, but are also often links from any email confirmations you received.
If you do have the app but feel you didn't purchase it yourself you'll need to contact the app developer to discuss how the app was installed to your phone.
Paying for app and tracks FAQS
The app doesn't work - what do I do?
Ensure you've downloaded the latest version; if the app is still not working you'll need to contact the app developer. You can normally do this by clicking on the app itself, where information on how to contact them is normally given. You can also often view the app in the app store where there will be an option to 'Report a Problem' or email the developer directly.
I've tried cancelling the app but it's still charging me... what do I do now?
Check your app store account; ensure the app has been fully uninstalled from your device and app store account. If the app has a regular subscription, like a magazine for instance, you need to ensure you accessed the app and cancelled that subscription directly.
If you've done all of this and you're still being charged you'll need to contact the app store payment team, which you can do from the app store's online homepage.
I've had my handset replaced/repaired and the app is no longer available to re-download - is it still availabe on my phone?
Check your app store account for app compatibility with your new device and the device's operating system version; there is no guarantee in the app store terms and conditions that an app will be updated for all phone updates or versions.
Contact the app developer if the app is no longer available for your device to see if it will be available at a later date.
I've had my handset repaired and all of my apps have gone - where are they?
You can log back in to your app store account from your device and download all the apps you've previously purchased; you may want to do this over Wifi though to avoid excessive data costs.
My handset is faulty and out of stock and I have been offered an alternative model, what happens about the apps I purchased?
Check your app store account for app compatibility with your new device and the device's operating system version; there is no guarantee in the app store terms and conditions that an app will be updated for all phone updates or versions. Contact the app developer if the app is no longer available for your device to see if it will be available at a later date.
How to check if an app you have purchased has a regular subscription
Log in to your app store and click on the app you've purchased, where you'll find info on the charge. Any app with a regular subscription would also be confirmed in the email you receive from your app store confirming the purchase.
If a developer agrees to refund my app purchase where will the refund go?
App refunds will be made to your app store account as a credit for you to spend against future app purchases - it will not go back onto your mobile bill as a credit, you will still be charged for the app on your mobile network bill.
Are there subscriptions as well as one off charges, and if so will the subscription continue to come off my bill?
A subscription can be daily, weekly, monthly or yearly; the details of the subscription will be on your payment account in the app store. If you chose to accept a regular subscription and pay on your mobile bill then it will be paid via your mobile bill at regular intervals until you cancel the subscription.
Are there any limits to how many apps I can add to my bill?
When you joined our network your account would have been given a credit threshold based on your credit check; this determines how many additional charges you can add to your bill. If you purchase enough apps to exceed your account credit threshold you may find your account is suspended, and you'll need to dial our IVR to make a payment against your account to unsuspend it.
You also need to be aware that T-Mobile and EE have a limit on how much you can spend on any one individual app purchase - which is £15 - so if you want an app that costs more than £15 you'll not be able to add it to your mobile network bill; you'll need to pay by credit/debit card.
Orange has a similar limit but its £30 a month, meaning you won't be able to add more than £30 worth of additional app purchases to your mobile network bill in your monthly allowance cycle. If you reach the maximum limits you'll be asked to pay for the app by another method (Credit/debit card/PayPal).
Is the data used to download the app included in the cost of the app?
No, data is charged at standard rates or included in your data allowance if you have one. Downloading over wiFi is always recommended to avoid excessive data charges when downloading apps, particularly large apps.
Can I choose not to charge apps to my bill?
Yes, when you set up your app store account you can select another method of payment and this will become the default method of payment you are shown for all future App purchases.
If you have already selected 'Mobile Network' as your preferred option you can log in to your app store account and change this in your settings. If you want to completely block this option from your app store you can have a content bar added to your mobile account by calling EE, Orange or T-Mobile.
How does an app purchase appear on my pay monthly bill?
This can vary depending on whether you use Android, Windows or BlackBerry. Normally the first 13 characters of the name of any Android apps purchased will appear on the Pay Monthly bill in the Services from other companies section; it can also appear as 'Application' without the name of the app.
If you need to confirm which apps you've purchased on your mobile bill you need to log in to your app store account and view how you paid for the apps purchased.
*Please note: App purchases will appear as a charge that already includes VAT (the VAT is applied to the individual charge and is not added to the total value of the bill.)
What if I want to claim the vat back on an app i've purchased?
You'll need to request this from the developer of the app.
What if I purchase an app and then change my mind and want to cancel the purchase?
On Android there is a 15 minute window within which you can change your mind and cancel the purchase. If you choose to cancel the purchase within 15 minutes you need to request a refund via the app itself by clicking on the app and selecting 'refund'.
The 15 minute 'cooling off' period is only available on Android; BlackBerry and Windows do not offer this service and this is made clear in their terms and conditions. If you want to cancel your purchase outside of the 15 minute window (Android) or immediately (Windows/BlackBerry) you will need to contact the app developer, which you can do by clicking on the app, where their email and website address will usually be listed.
Are the payments from the purchase of an app added to My EE immediately?
Once the 15 minute reserve window has passed for Android apps the charge is added to your Pay Monthly bill. For Windows and BlackBerry the charge is added immediately. You will need to pay for the app purchases when you receive your next bill.
Does app bill charging to my mobile bill work if WiFi is connected?
Yes, however the mobile data network must also be available so we can add the purchase to your mobile bill.
Can I buy from the app store if I am abroad?
Yes, roaming data charges may apply.