If you receive a text message and don’t know who it’s from, don’t delete it. Read it carefully as it may contain important information (such as a helpline number for the company who has sent the message).
If the message comes from a five-digit short code, you can use our online Service Checker to find out the name of the company and their contact details.
If the message does not help you to identify the sender, and there is no identifiable short code, call your mobile phone company to see if they have any information on the sender and whether it cost you anything to receive the message.
If you were charged for the text and don’t think you agreed to receive it, contact the premium rate service provider to raise the issue with them.
If the issue is not resolved by the premium rate service provider, contact ComReg. You will need the number that the text message came from and its contents when you make your complaint
Before you sign up to a premium rate SMS/text service, check that your handset is able to receive the service (not all handsets can receive all services offered e.g. video).
Also check whether you’re signing up for a one-off service (where you’re billed once) or whether you’re signing up for a subscription service (where you’re billed on a regular basis).
Companies providing subscription services must make it clear to you that you’re signing up for a subscription service and must supply you with the following details:
Always check carefully to see if the competition you are entering has a free route of entry (postal, internet or similar), age or other restrictions, or any limitations that may make you ineligible to win a prize.
Yes. If you want to stop the charges and unsubscribe from the service, type the word STOP and text it to the mobile five-digit short code number associated with the service (note that a standard network charge will apply for this text).
Firstly, you need to contact the premium rate service provider directly and discuss the matter with them.
If you don’t get a satisfactory resolution, ComReg will investigate whether the company has breached the Code of Practice. If ComReg finds that there has indeed been a breach, we will request a refund on your behalf from the service provider and will advise you of this. However, we cannot insist that an operator provide a refund.