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Airtime Transfer

Airtime Transfer

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Top-up Enquires

Top-up Enquires

How can I set up Lycamobile to automatically top-up my account once my balance gets too low?

After completing one successful top-up with your credit or debit card, you have the option to activate Auto Top-up through My Lycamobile. You set this service to automatically top-up a predetermined value each time the balance drops below a value set by you. You can also control the frequency and value of the top-up.

I have changed billing address. How do I update it?

You can now manage your entire Lycamobile account, including changing the registered address, online at www.lycamobile.se

Alternatively, you can also change your address by emailing cs@lycamobile.se with your full name, date of birth, Lycamobile number and a copy of your utility bill showing the new address.

I am unable to top-up online and the page gives an error. What should I do?

Our website is best enjoyed using Internet Explorer or Google Chrome. Please avoid using other web browsers like Firefox or Opera. If the problem still persists, please contact Customer Services by calling 3332 from your Lycamobile.

How do I top-up using a credit or a debit card?

You can top-up using a debit or credit card online; when the card is registered you can top-up over the phone by calling us from your Lycamobile.

Network Connectivity

Network Connectivity

My SIM doesn’t work in a specific handset but other SIM cards do. Why is that?

Since your SIM isn't working in your handset while other SIM cards are, it might be an issue with your handset provider; or the mobile phone could be locked, meaning it only accepts SIM cards from a particular service provider. Please contact the handset dealer for more assistance.

My SIM seems to be damaged and I am not able to connect to the network. What should I do?

If the SIM is damaged, please call Customer Services on 3332 where we will provide you with a brand new activated Lycamobile SIM and PUK number and help you transfer your old number to your new SIM within 24 hours.

Why am I not getting complete coverage in a few places?

The network coverage is heavily dependent on location and our network partners. Please keep trying and if the problem persists, contact Customer Services on 3332 from your Lycamobile.

Why does my phone show emergency calls only?

Please restart your handset and select the network manually, you can choose Lycamobile or Telenor.

Internet access

Internet access

My phone is asking for a PIN number while saving the settings. What is my PIN number?

This PIN number will be sent as a text message when you receive internet settings

Is a username and password mandatory?

No, you can ignore that option.

Can I get the settings in my email so I can do it myself?

Yes, Please call us on 3332 from your Lycamobile sim card with a valid email address and we will be able to send the settings to the requested email address

Do I have to manually input settings on my handset to access the internet?

Depending on your handset model, the settings will vary. For most phones you will automatically receive the settings which you will have to save for it to work. You can manually choose the settings for your specific handset model by visiting our Mobile Web Settings page. Alternatively you can contact Customer Services on3332 from Lycamobile sim card.

Will I be able to access data in 4G?

Yes, depending on your handset and area, you will be able to access data.

Will I be able to use the Internet on my Blackberry or dongle?

No, at the moment we do not support Internet on Blackberry or dongles.

Will I be able to access the Internet while roaming?

No, usually we do not support data access when in roaming.

Why am I unable to access the internet even though I have a data bundle active?

Please ensure that mobile data and data roaming are on and also check the manual settings by visiting our website .

Why do I get messages for GPRS settings?

Every time you change your handset or reset your phone you will get the automated settings messages, however once you save or install the settings the messages will stop.

My internet has stopped working. What should I do?

Please ensure that you have enough data allowance or sufficient balance available on your phone. You can always find out the exact leftover allowance on your Lycamobile account by dialling *137# and then pressing call. If the problem persists, please contact our friendly Customer Services team on 3332 from any Lycamobile.

Can I use VoIP Services on my Lycamobile?

Yes, you can use VoIP Services on your Lycamobile.

Number Transfer / SIM Transfer

Number Transfer / SIM Transfer

I wish to port-out my number to another service provider. How do I do that?

We are sorry that you have chosen to leave us and would like to know why. Please contact Customer Services on 3332 from your Lycamobile sim card where we would like to hear your feedback or concerns. If you would still like to leave us, you can contact the service provider and place a request with them to transfer your number.

I have an active bundle on my old number and my new number; if I make a SIM transfer, can I retain both the bundles?

We will be able to transfer your bundle from the old SIM, however the bundle in the new SIM will be deactivated after SIM transfer.

How can I transfer the balance from my previous Lycamobile number to my current one?

At the moment we don’t have the option to transfer the balance from one account to another; however you will be able to transfer the balance along with the mobile number and any active bundle as part of a SIM transfer. For more details please contact Customer Services on 3332 from your Lycamobile.

Do I get any benefits if I transfer my number to Lycamobile?

Yes, we offer some of the best rates to call internationally and are one of the few service providers to give unlimited 4G data. As the world's largest international MVNO, we operate in 20 countries around the world and this means you can always be in touch with your family and friends without breaking the bank.

For more details please visit our website

How quickly will a port-in request be completed?

Your port-in request will be completed in 7 - 10 business days after receiving the complete number porting form. Please note that this timeline is also dependent on your current operator and could therefore be extended.

Can I top-up my Lycamobile SIM card before I complete the port-in procedure?

Yes, you can top-up your Lycamobile SIM card and the credit will be available even after the port-in is completed.

When I port-in from another network, can I transfer the credit that’s on my old SIM card?

No, you will not be able to transfer the credit from a different network.

How can I transfer my number from my current network to the Lycamobile network?

You can receive a new FREE SIM card by ordering it online here or you can get a SIM card at any of our retail outlets. Download our porting form from the website. Send a picture of the completed form to cs@lycamobile.se or you can send it via post to the address in Stockholm as written on the form. Please note that you also require some details from your current operator. If you need more help kindly contact customer service on 3332 (if you are calling from a Lycamobile) or 0852054977 (if you are calling with another service operator). You can also visit http://www.lycamobile.se/se/transferyournumber to learn more.

SIM lost

SIM lost

After I report my SIM card as lost, will incoming calls be blocked?

At the moment we do not have the option to block incoming calls; however your outgoing calls will be barred as soon as the number is blocked.

I lost my SIM card and would like to claim insurance. What should I do?

Please send an email to cs@lycamobile.se with the required details such as IMEI number and Handset make/model, along with a document that verifies your identity. After verification has been completed, we will provide you with proof of usage which you can use for claiming your insurance.

I have lost my SIM card and would like to block it to avoid someone using it. Is this possible?

Please contact Customer Services on 3332 (if calling from a Lycamobile number) or 0852054977 (if calling from any other number) with your SIM card details and your card will be blocked.

My SIM card is lost/ stolen. How do I prevent someone else from using it?

Please contact Customer Services on 3332 from any Lycamobile number or call 0852054977 from any other number as quickly as possible and one of our advisors will help you.

I’ve lost my SIM card and want all my contacts back. Is this possible?

We don’t have the option to get your contacts back, however if you are a registered customer you may login to your My Lycamobile account and check your dialled numbers. For more details please contact Customer Services on 3332 (if calling from a Lycamobile) or 0852054977 (if calling from any other number).

I lost my SIM card and want the same number back. Is this possible?

You can receive a new SIM card by ordering it online, or you can get a SIM card from any of our retail partners.

Once you have the new SIM card, please call Customer Services on 3332 (if calling from a Lycamobile) or 0852054977 (if calling from any other number) with your PUK number and we will help in transferring your old number to your new SIM within 24 hours.

Bundles and Rates

Bundles and Rates

I have been using the same bundle for a long time. Why has it now changed?

To ensure that we offer the most competitive bundles to our customers, we update our rates as often as possible. For the most up to date information on our rates and bundles, please visit our website or call Customer Services on 3332 from your Lycamobile.

As an MVNO, our rates are subject to market conditions and rate fluctuations and we are constantly updating our products to ensure that we offer the best value for money to our customers.

My bundle has been renewed by debiting the cost from my bank account. Why is this?

When activating a bundle, there is the option for it to be automatically renewed. Please uncheck the box to disable Auto-renew. Please note that the Auto-renewal option is available for your benefit as it saves you the trouble of remembering to top-up your account.

However, you do also have the option to cancel Auto-renewal by dialling *190# at least 24 hours before the bundle expiry date.

Where can I find the details of the bundle?

To ensure that we offer the most competitive bundles to our customers, we update our rates as often as possible; for the most up to date information on our rates and bundles, please visit our website. Alternatively, you can also call Customer Services on 3332 from your Lycamobile.

I’ve activated the wrong bundle, what do I do?

We do not have the option to cancel any bundle once activated; however depending on the bundle and your usage of it, we will try our best to assist you. For more details please contact Customer Services on 3332 from your Lycamobile.

Can I use these minutes to call other countries?

Each bundle is specifically designed to cater to specific customers. You will only be able to call the countries specified in the bundle you have activated.

I have activated a bundle and have used all the allowance. Can I activate the same bundle again?

At the moment you will only be able to activate the same bundle once a month.

Can minutes be carried forward to the next month if they're not used?

No. As per the terms and conditions, all allowances will expire on the same day as the bundle expiry date.

Does a bundle have an expiry date?

Yes, the expiry details are mentioned on the bundle page and can be found in the terms and conditions.

Will I be able to activate the bundle with my promotional balance?

No, you need to have available credit on your main balance to activate any bundle.

Will I get a confirmation message after a bundle is activated?

Yes, you will get a message confirming your bundle activation. Please only start using the bundle after you receive the text. If you attempt to use your bundle before receiving the confirmation text you may be charged under standard tariffs. If you did not receive a confirmation message, you can always check your bundle allowance by dialing *137# from your Lycamobile or simply call 3332 from your Lycamobile to speak to Customer Services.

How do I check if a bundle is active on my Lycamobile?

Please remember that you can always dial *137# to check your bundle balance and allowance details on your Lycamobile account.

How do I activate a national bundle on my Lycamobile?

Please visit our Bundles page where you will find the specific activation code for the bundle that you are interested in. Alternatively you can always call Customer Services on 3332 from your Lycamobile.

General

General

Is it mandatory to register my details to use Lycamobile services?

While it is not mandatory to register your details, we would strongly recommend you do. Registering your number opens up many additional facilities including the ability to manage your Lycamobile account online, the setting up of Auto top-up,collecting itemized bill copies, changing or updating personal information and more.

Why have I been charged for internet access when I use WiFi?

Please note that some handsets switch from WiFi to Mobile Internet depending on signal strength. To avoid these issues, please deactivate the data option on your mobile phone while using WiFi.

How can I register my Lycamobile SIM card?

You can register your SIM card on . Please remember to have your PUK number handy.

Will a bundle purchase be considered a top-up?

No, a bundle purchase will not be considered as a top-up.

I have topped up before registration; will I be able to get the £2 free credit?

No, you must register before you top-up to be eligible for the 15Kr FREE credit.

How do I get my £2 free credit for registering my SIM?

Once you register your SIM you need to successfully top-up once and contact Customer service and we will add extra credit on your sim card.

Do you provide a Lycamobile SIM with a handset?

No, we only provide a FREE SIM card at the moment.

Do you offer contract services?

No. At the moment we only offer Pay As You Go services, however we do have various offers. See some of our unbeatably low-cost bundles here.

I have credit but I am getting an error when attempting to make a call saying I do not have sufficient credit. Why is this?

Your Lycamobile SIM is set up to let you know when your balance gets below a set level. That is why you may receive this error message. However once you disconnect the first attempt and try again, the call will go through - as long as there is enough credit. If the problem persists, please call Customer Services on 3332 from any Lycamobile number.

I have enough balance on my Lycamobile SIM. Why am I still unable to activate a bundle?

This could possibly be due to an active data connection. Please turn off mobile data and restart your handset.

If the problem continues, please contact Customer Services on 3332 from your Lycamobile.

How can I get a copy of my itemized bill?

To get your itemized billing copy, Please contact Customer Services on 3332 from your Lycamobile. Please note that you need to be a registered customer to get the itemized bill copy.

How can I check my billing details?

How do I check my balance?

You can always check your balance by dialling *102# (or 95#) from your handset. Alternatively, you can call our Automated Voice Response on 3333 (or 94#) from your Lycamobile phone.

How do I check the call rates?

You can check our unbeatably low rates from our website here. Alternatively, you can dial *108* followed by the phone number you wish to call with its country code and then # from your mobile.

E.g. *108*0040377881276# (number is Lycamobile Customer Services).

Why can't I send or receive texts?

Firstly, please make sure you have enough credit to send a text. If you still can’t send or receive texts, please check the Message Centre Number (MCN) in your SMS settings – it should be +46734999990 for Lycamobile Sweden. If you see a different number, enter +46734999990, turn your handset off and on and then retry sending any unsent texts. If the problem remains please contact Customer Services.

How do I activate roaming using Lycamobile?

Roaming services are automated and they should work as soon as you travel abroad. If it seems roaming isn't working, please restart your phone and you should be able to use our roaming services without any problem.

How much does it cost to access my voicemail?

Your Lycamobile voicemail service has been automatically activated. To access your voicemail from your Lycamobile in sweden, dial 3331 (or 91#). Calls to access the voicemail are absolutely free.

I have not used my Lycamobile for a while and it has now stopped working. Why is this?

If you do not make any calls or SMS within a 3 month period your credit will be frozen. If your credit has been frozen you have one month in which you need to top up again, in which case your old credit will be reinstated. If you do not top up within this period your number will be frozen permanently and you will not be able to use your SIM.

Can I send or receive premium texts or make premium rate calls using Lycamobile?

No. Unfortunately we do not offer premium texts or premium calling as part of our product offering.

What mobile handsets can I use with Lycamobile?

Your handset needs to be compatible with internationally recognised GSM standards, adopted by all the major handset manufacturers. There are no other restrictions on the type of handset you can use with Lycamobile. Please call our Customer Services team on 0852054977 if you are unsure about your handset.

How do I send a text message from the UK to another country with Lycamobile?

Lycamobile works in the same way as other mobiles when it comes to sending international text messages.

Simply text 00 followed by the country code without the first 0, then the area code and then the phone number and press send. Instead of 00 you can also use a "+".

For example, if you are texting someone in Romania, simply text 0040377 881276 (number is Lycamobile Customer Services and is not available to text).

How do I make an international call with Lycamobile?

When it comes to making international calls, Lycamobile works in the same way as other mobiles or landlines.

Simply dial 00 followed by the country code you are calling (e.g. 40 for Romania), then the area code without the first 0 (except Italian landlines where the first 0 is kept) and then the phone number and press the call button. Instead of 00 you can also use a "+" (e.g. +40).

For example, if you were calling Romania from Sweden, you would dial 0040377 881276 (example is Lycamobile Customer Services).

Please note that most premium voice and text services in other countries cannot be reached from a mobile phone service when calling from outside that country.

Why is there a flashing envelope on my mobile?

The flashing envelope indicates your text memory is full. This will usually prevent you from receiving more text messages until you have deleted a few old ones. You can delete messages from the Inbox, Sent or Draft folders to free up some storage space. The number of messages you can store will vary from one handset to another.

How can I stop receiving unwanted texts or SPAM?

When you receive a text from a company you have not given your number to, this is called SPAM. Unfortunately, Lycamobile is unable to prevent you from receiving these unwanted messages, unless you want to ban all text messages. These companies have clever ways of getting mobile phone numbers. One way to avoid SPAM is to be careful about what sites you give your mobile number to.

How do I contact someone if I have a problem?

Visit our Contact Us page for full details of the various ways you can get in touch with us.

Are there any monthly or hidden charges?

No, there are no monthly or hidden charges. Every price you see is what you'll pay.

Where can I find my Lycamobile number?

Once you' ve inserted your new Lycamobile SIM, you can view your number by dialling *105#

What is My Lycamobile?

My Lycamobile is a way of monitoring your calls and texts online. Join today to gain access to lots of useful tools.plus get 15 FREE Kr too.

What should I do if I forget my PIN/PUK codes?

If you activate your SIM PIN code and then enter the wrong PIN code into your Lycamobile three times, your SIM card will automatically lock. If this happens, you must enter your PUK code.

Your PUK code is displayed on the SIM card holder that came in your starter pack. Please keep it for safe keeping.

If not, please call Customer Services on 0852054977 and our friendly team will answer your call.

How can I deactivate my voicemail service?

To deactivate your Lycamobile voicemail service, simply dial *186#.

Where can I buy a Lycamobile SIM or top-up my balance?

You can order a Lycamobile SIM for free here. Top-up vouchers can be purchased from various locations as well as online top up can be done through our website. To find your nearest location, click here.

What should I do if my handset is locked?

If your SIM does not work when you first place it into your handset, it may have a SIM lock. If you have been with your current provider for more than 1 year, this lock can be removed for free. Please contact your current provider directly to request the code which will allow you to remove your SIM lock.

If you have had your handset for less than one year you should ask your handset provider how much it will cost to remove the SIM lock.

Additionally, if your mobile phone screen shows any of the following when you first put your Lycamobile SIM into your phone: 'blocked', 'barred', 'incorrect SIM' or 'SP lock', your mobile may be locked to another network. There are a number of ways to unlock your phone - just call our friendly Customer Services team on 0852054977 for expert advice.

How long can I keep my number for if I don't use any of Lycamobile's services

Normally we will keep your number for 120 days if you do not use our service.

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