Find where the subscription began
| If you see… | Start here |
|---|---|
| An e& data, roaming or service add-on | Check active add-ons for the right line in the e& UAE app or ask e& support. |
| An Apple or Google Play purchase billed to the mobile line | Check the relevant store account’s purchase history and subscriptions. A family member or a different account may have made the purchase. |
| A streaming or other service started directly with the provider | Check the provider’s own billing and confirmation email. |
| A label you cannot identify | Ask e& to identify the item, activation date and charging party. Keep the bill and reference. |
e& supports direct carrier billing for eligible Apple purchases. Changing the payment method, removing the app or changing phones does not necessarily cancel a subscription. Use the subscription management route for the service that renews, and save the cancellation confirmation and end date.
Cancellation and a refund are separate
Cancelling a renewal can stop future billing. It does not automatically reverse a charge already made. If you do not recognise the purchase, use the official reporting route for e& or the store or merchant that billed it. Ask which party handles the refund decision. If you want to prevent further app-store charges against the mobile account, ask e& about the carrier-billing spending controls for your line.