how can we help with complaints about text messages?

SMS short codes are usually four or five digits long and begin with 5, 6 or 8 but can also be six or seven digits long.

With reverse-billed text message services, you will be charged for receiving text messages on your mobile phone rather than paying to send them. Such services are normally advertised in newspapers and magazines, or on websites, and typically offer ring tones, jokes, games, wallpapers, football goal alerts and more.

You take part in such services by sending a keyword in a text message to a short code number (e.g. sending the word PhonepayPlus to the number 87654).

The cost of SMS services will vary depending on which network is being used and if the services are sold on a subscription basis. Typical costs for a single text message received range from 25p to £1.50 per message.

If it is a subscription service, companies offering these services must make it clear to the consumer that it is a subscription service, how much it will cost per text and how many texts will be received and how the service can be stopped.

Click here to view the PhonepayPlus consumer guide to text services - This factsheet offers information and advice for children and young people using SMS subscription or 'text' services.

In order to investigate a complaint about this type of service, we need the short code number used, together with details of any commands or 'keypad instructions' given during the service. We also need you to tell us where, how and when the service was advertised (e.g. name and date of newspaper or magazine, name of website and date accessed, name and date of TV programme or advertisement, name and date of radio programme or advertisement). If you have a copy of the promotional material (if the service was advertised in paper form), please post it to us.

unsubscribing from services

To unsubscribe from any reverse-billed SMS service you simply need to send the word STOP to the short code number (e.g. send the word STOP to the number 87654). It does not matter if you use capital letters or not. It is important that you only send the word STOP. Any other word, phrase or characters may not work.

If you are using two or more services from the same short code, send STOP ALL to the short code to unsubscribe from all the services.  

If sending STOP or STOP ALL does not work, we want to know about it, together with the other necessary information detailed above. We will then be able to find out why the command has not worked and, if necessary, take action against the company responsible.

Please note that we only deal with complaints - we cannot unsubscribe you from a service in the first instance. You must do this using the STOP command. We cannot, therefore, respond to any requests for us to do so on your behalf.