NEW AND IMPROVED IN MY.PLAN

INSTANT ALERTS. INFORMED CUSTOMERS.

Below you’ll find all the information you might require regarding our most recent my.plan alert updates.

A summary of new & improved alerts

We’ve introduced a new feedback loop in my.plan to confirm when key actions have been successfully applied, giving customers greater transparency and peace of mind.

 

This update ensures customers are clearly informed when their requests are processed. An initial pop-up confirmation will appear in my.plan, followed by an email  – and an SMS where enabled – once the action is activated. 

This applies when a spend limit is added or updated (for example, setting a £50 cap or changing it from £50 to £10), and when a product is purchased, such as a data boost or bolt-on. 

WHAT HAPPENS?

When a customer is applying a spend cap or bolt-on the following confirmations will happen: 

Confirmation pop up

When a spend limit is applied in my.plan, a confirmation message will appear on-screen to confirm the update has been requested. 

Email Comms

The user who applies the spend cap or product will automatically receive a confirmation email.

This email will include an Excel attachment summarising the changes that have been successfully applied.

SMS Comms

When selected in my.plan, an SMS confirmation will be sent. It will include the date and time the spend limit or product was applied to the customer’s account.

what actions are included?

These communications are triggered and linked to the following actions:

  1. When a spend limit is added (e.g. setting a £50 cap) or updated (e.g. changing the cap from £50 to £10).
  2. When a product is purchased, such as a data boost or bolt-on.

 

 

KEY BENEFITS

  • Clear confirmations that actions have been applied
  • Fewer support queries – customers won’t need to check in
  • Greater trust in my.plan and their account visibility
  • Improved experience through reassurance and real-time updates

Frequently asked questions.

  • The person who submitted the request will receive an email when the spend cap is applied and again when the limit is reached.
  • If set up in my.plan, an email will also be sent to the customer or partner when a spend cap is applied.
  • If the selected recipient is also the my.plan user, they’ll receive a session-based summary only – this prevents duplicate notifications.
  • An SMS will be sent to the customer or partner when a spend cap is applied, but again, only if it’s been set up in my.plan.

No action is needed. This is an automatic update so all spend caps and bolt-ons will update in my.plan, with confirmation via email & SMS, where selected. 

Yes – this update will apply to all customers who manage spend caps and product purchases through my.plan.

 

In most cases, actions will apply relatively quickly but it can take up to a few hours. Confirmation messages and updates in my.plan will always reflect the exact time the action is successfully processed.

Yes – this is just the first phase. We’ll continue to build on this update by adding more scenarios and features over time. Future phases will expand the types of actions that trigger confirmations and continue improving the transparency and control available in my.plan.

Support

Our experienced team of Sales Team is on-hand to provide personalised support .

+44(0)3300 88 18 19