on 27-02-2023 13:00
Trying to switch off the Parental Controls on the app and keep getting an error EC:9999. Tried it on the website and the following message is at the top of the Manage Services Tab: This action cannot be carried out as the Financial Account has a soft lock active. Any help/advice would be much appreciated.
on 27-02-2023 13:31
Hi kevyg6,
Thanks for your post and welcome to the community.
Apologies for the issues faced with this, so we can get it investigated further I've dropped you a PM.
The message will appear within the purple envelope icon.
Regards,
on 12-03-2023 18:18
I am also having the same problems. all I want to do is buy a lotto ticket 🙂
on 13-03-2023 08:51
Hey OzzyDomestique,
Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your parental controls, I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L
on 13-03-2023 16:52
Good luck. 2 weeks since I was told they were waiting to find out how to remove the soft financial lock. If it doesn't fix itself when I'm switched to O2 I'll have to cancel and go elswhere.
on 13-03-2023 17:54
Hi @kevyg6
Thanks for coming back to the thread. I have contacted the colleague dealing with this for you and they'll be in touch when any updates are known. Best wishes.
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 21-03-2023 20:07
i too am having this issue. Got my phone number "stolen" a couple of weeks ago and dint realise this was a problem till i tried to change settings and add a new card to my account
on 21-03-2023 20:22
Hi there duckh1,
Thanks for your post and welcome to the community.
Apologies for any issues faced with this, can I ask firstly are you receiving an error message when trying to adjust settings?
Also has this been reported to the team?
Regards,
on 21-03-2023 20:26
hi
the message i get is "This action cannot be carried out as the Financial Account has a soft lock active." And i have yet to call up concerning this just thought i would look up the issue first and saw this page
on 21-03-2023 20:56
Thanks for the response there,
So we can investigate this further I've dropped you a PM.
The message will appear within the purple envelope icon.
Regards,