FAQ
3rd party service
What are third-party services?
Third party services are principally offered by third parties through text (SMS); MMS; shortcodes; 070 and 090 numbers; or WAP. The tariffs of these services are determined by the service providers and not by KPN Group Belgium or its brands. KPN Group Belgium is limited to collecting the amounts (VAT and taxes included) on behalf of the service provider and transferring them the collected moneys. KPN Group Belgium does not hold any responsibility with regard to these services.
Examples of third party services: downloading logos, ringtones, games, applications, voting via mobile phone, etc.
Where can I get an overview of the third party services I have used?
If you have a monthly plan, you can find an overview on your invoice. If you have a prepaid card (with prepaid call value), you can consult these transactions via My Prepaid.
I have a question or complaint about a third party service (logos, ringtones, TV games, ...), who do I address?
You can contact the service provider. You can find their contact details here, but they are also available in My Prepaid. Always mention the following information to the service provider:
- shortcode that sent the message to the customer / the special number to call
- date/time of the call or message
- content of the message
In case of a WAP or PlazZza transaction, always mention the following information to the service provider , which can be retrieved from the transaction details provided through the 'My purchase' menu of the related portal home page:
- the transaction date
- the transaction reference number
- the user id
I regularly receive texts from a shortcode, how can I stop that?
Text 'stop' to the number that sends these messages. After that, you should contact the service provider as soon as possible. You can find the phone number or e-mail address of the service provider here. This information is also mentioned in My Prepaid. The service provider will then stop the service for you.
Because of professional reasons I need an invoice for the use of these services. Where can I ask this invoice?
If the customer is a company, this company might need an invoice for the third party services used by the company's end users. Only the service provider (owner of the service) can create an invoice for the services used. KPN Group Belgium cannot create an invoice for third party services. Please contact the service provider in question.