Using Lycamobile is simple, just click below for more information.
General

General

My Handset is Locked

If your SIM does not work when you first place it into your mobile, 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
 

Where can I buy a Lycamobile SIM or Top-up My Balance?

You can purchase Lycamobile SIM & Top-up vouchers at various locations as well as on our website. To find your nearest location, click here

How can I deactivate my voice mail service?

To deactivate your Lycamobile Voicemail service: dial *185#  followed by call button

Forgotten PIN / PUK Codes

If you have activated your SIM PIN code and then entered the wrong PIN code into your Lycamobile three times your SIM card will automatically lock. In this case you must enter your PUK code.

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

If you have already joined My Lycamobile you can also find your PUK code displayed there – click here to login.

If not please call our Customer Services team on 020 713 20322 and our team will return your call.
 

What is My Lycamobile?

My Lycamobile is a way of monitoring your calls and texts online. You can join from this website and gain access to lots of useful tools. Join today and you'll earn £2 of FREE credit too. Find out more about My Lycamobile.

Where can I find my Lycamobile number?

Once you' ve inserted your new Lycamobile SIM, you can view your number by dialling *132# (or 97#).

Are there any monthly or hidden charges?

No, never.

How do I contact someone if I have a problem?

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

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 messaging. These companies have sophisticated ways of obtaining mobile phone numbers. One way to avoid SPAM is to be careful about what sites you give your mobile number to.

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 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 fixed line phones. Simply dial the number you need: 00 followed by your country code, then your area code and then the phone number and press the call button. Instead of a 00 you can also use a "+".

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.

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 your country code, then your area code and then the phone number and press the dialler button. Instead of a 00 you can also use a "+".

What mobile handsets can I use with Lycamobile?

The handset needs to be compatible with the 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 020 7132 0322 if you are unsure about your handset.

My handset seems to be locked

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 Customer Services team on 020 7132 0322 for expert advice.

Can I send Premium SMS and make Premium Calls Using Lycamobile?

No we do not offer Premium SMS or Premium Calling as part of our product offering.

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

We automatically deactivate SIM cards if you do not use them to make a call or send a text for more than 90 days. Unfortunately these SIM cards cannot be reconnected and the mobile number also stops being available for you to use after this time.

How much does it cost to access the voicemail?

Your Lycamobile Voicemail service has been automatically activated.

To access your voicemail from your Lycamobile in the UK dial 121 (or 91#). Calls to access the voicemail are absolutely free.

How do I activate roaming facility using Lycamobile?

Roaming services are automated and they should work as soon as you travel abroad. If you are unable to access the same, kindly restart your phone and you should be able to use the services without any problem.

Why I cannot send/receive SMS?

Firstly, please make sure you have enough credit to send SMS. If you still can’t send/receive SMS please check the Message Centre Number (MCN) in your SMS settings – it should be +447404000111 for Lycamobile UK. If you see a different number, enter +447404000111 and turn your handset off and on and re-try sending any unsent SMS. If the problem remains please contact Customer Services

How to check the call rates?

From our website  http://www.lycamobile.co.uk/en/internationalrates 
Or
Dial *136* Phone number with country code# from your mobile  
e.g. *136*009187978884847#

 

I would like to know the balance on my Lyca SIM card and also how much allowance I have left (minutes, texts or data), how can I do that?

You can always check your available balance/allowance by dialing *131# from your handset. Alternatively, you can call our Automated Voice response at 321 from your Lycamobile number.

How can I check my billing details?

To check your billing info and to manage your Lycamobile account, please register your SIM online at www.lycamobile.co.uk. Once you have completed the set up, you will get a case sensitive password which will allow you to gain access to online account management on our website.

I would need a copy of my itemized bill for my reference, how can I get that?

To get your itemized billing copy sent to you, please send us a Postal order worth £7.50 to this address:

Lycamobile UK Limited (Company Number 05903820)
3rd Floor Wallbrook Building, 195 Marsh Wall,
London E14 9SG

We will send you your itemised bill copy for the last 6 months including the current month, to the registered address only. In the postal order you need to mention your name, mobile number and the reason for the itemised billing.

Please note that you need to be a registered customer to get the itemized bill copy.

I have enough balance on my Lyca SIM, but I am still unable to activate a bundle…

This could possibly be due to an active data connection. Kindly turn off mobile data and restart your handset and you will be able to access the internet.

If you still are facing issues, please contact Customer Services at 322 from your Lycamobile number.

I do have balance in my phone but I my getting an error that I do not have sufficient balance and the call is not connecting. How do I fix this?

The Lyca SIM is set up to intimate customers when the balance reduces below a set level and that is why you may receive this error. 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 kindly call Customer Service at 322 from any Lycamobile number.

Do you offer contract services?

No, at the moment we offer only Pay As You Go services, however we do have various offers.

Do you provide a Lyca SIM with a handset?

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

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

Once you register your SIM you need to complete 2 successful top ups. After completing the second top up, you will get a welcome letter from Lycamobile within 7 business days which will contain the PIN number for the £2 free credit.

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

No, only top ups made after registration will be eligible for the £2 free credit.

Will a Bundle purchase be considered a top up?

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

How can I register my Lycamobile SIM card?

You can register your SIM card by visiting our website www.lycamobile.co.uk. Please remember to have your PUK number handy.

I use Wi-Fi but I have been charged for internet access…

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

Is it mandatory to register one’s details to use Lycamobile services?

While it is not mandatory to register your details, we would strongly recommend you do so. Registering one’s number opens up many additional facilities including the ability to manage your Lyca account online, setting up of Auto top up facility, collecting itemized bill copy, changing or updating personal information etc.

Bundles and rates

Bundles and rates

How do I activate a National bundle on my Lycamobile?

Kindly visit our website www.lycamobile.co.uk for the specific activation code for the bundle that you are interested in or you can always call Customer Service at 322 from your Lyca number.

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

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

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

Yes, you will get a message confirming your bundle activation. Please start using the bundle only after you receive the same,failing which you may be charged under standard tariffs. If you did not receive a confirmation message, you can always check you bundle allowance by dialing *137# from your Lycamobile or call 322 from your Lycamobile number to reach Customer Service.

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.

Does a bundle have an expiry date?

Yes, the expiry details are mentioned on the website www.lycamobile.co.uk (T&C).

Can minutes be carried forward to the next month if it’s not used?

No. As per T&Cs, all the allowances will expire on the same day as the bundle validity date.

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

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

Can I use these minutes to call other countries?

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

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 kindly contact Customer Service at 322 from your Lyca number.

Where do I get 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; hence for the most updated information on our rates and bundles, please visit our website www.lycamobile.co.uk or you can also call our Customer Service department at 322 from your Lycamobile number.

My bundle got renewed by debiting the amount from my bank account, why is that?

When activating a bundle, there is an option for the same to be automatically renewed. Please uncheck the box to disable Auto renewing as an option. Please note that the Auto renewal option is available for the customer’s benefit as it save you the trouble of remembering to top up your account.

However, you do have an option to cancel Auto renewal by dialing *190# at least 24hrs before the bundle expiry date.

I am using the same bundle for a long time, why is it that the bundle has 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 updated information on our rates and bundles, please visit our website www.lycamobile.co.uk or call our Customer Service department at 322 from your Lycamobile number. As an MVNO, our rates are greatly 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.

SIM Lost

SIM Lost

I lost my SIM card and want the same number back, how can I do that?

You can receive a new SIM card by ordering it online at www.lycamobile.co.uk or you can buy a SIM card at any of our retail partners.
Once you have the new SIM card, please call our Customer Service department at 322 (if calling from a Lycamobile number) or 0207 1320322 (if calling from any other number) with the PUK number and we will help in transferring your old number to your new SIM within 24 business hours.

I’ve lost my SIM card and want all my contacts back, how can I do that?

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 dialed numbers. For more details kindly contact Customer Service at 322 from your Lycamobile number.

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

Please contact Customer Services on 020 7132 0322 as quickly as possible and one of our advisors will help you.

I have lost my SIM card and would like to block it to avoid someone using it, how do I do that?

Kindly contact the Customer Service department at 322 (if calling from a Lycamobile number) or 0207 1320322 (if calling from any other number) with your SIM card details and your card will be blocked.

I lost my SIM card and would like to claim insurance and block my handset, how can you help me?

Kindly send us an email at cs@lycamobile.co.uk with the required details like IMEI number and Handset make/model along with a copy of a utility bill to verify your identity. After verification has been completed, we will provide you with proof of usage which you can use for claiming your insurance.

After I report my SIM card 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.

How to complete a Number Transfer / SIM Transfer

How to complete a Number Transfer / SIM Transfer

How can I transfer my number from my current network (Vodafone, O2, Lebara etc…) to the Lyca network?

You can receive a new SIM card by ordering it online at www.lycamobile.co.uk or you can buy a SIM card at any of our retail partners.
Kindly contact our Customer Service department at 322 (if calling from a Lycamobile number) or 0207 1320322 (if calling from any other number) with the new Lyca SIM and a PAC code from your previous network provider and we will port-in your number within 2 business days. You can also visit http://www.lycamobile.co.uk/en/transferyournumber to place the port-in request online.
Please note you will have to collect your PAC code from your current service provider.

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.

What is a PAC?

PAC is Port in Authorization Code which is needed to complete a mobile number transfer from one provider to another. You need to contact your current network provider to get the PAC code which is alpha numeric.

Can I top up my Lyca 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.

How quickly will a port-in request be completed?

Your port-in request will be completed in 2 business days, but this timeline also depends upon the previous network provider and may be extended.

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

Yes, we offer one of the best rates to call internationally and are one of the few service providers to give unlimited 4G internet. As the largest MVNO in the world, we operate in 17 countries and this means you can be always be in touch with your family without breaking the bank.

For more details kindly contact visit our website www.lycamobile.co.uk

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

At the moment we don’t have the option to transfer only 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 kindly contact Customer Service at 322 from your Lyca number.

I have an active bundle in my old number and my new number; if I do 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 /cancelled after SIM swap.

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. Kindly contact our Customer Service department on 322 where we would like to hear your feedback / concerns. If you would still like to leave us, we can issue you the PAC code and you will be able to move to a different network.

Internet Access

Internet Access

My Internet has stopped working all of a sudden, why is that?

Kindly ensure that you have data allowance or sufficient balance available on your phone. You can always find out the exact leftover allowance on your Lycamobile SIM card by pressing *137# and then pressing the call button. If the problem persists, kindly contact our Customer Service team at 322 from any Lyca number.

Why is it that I get messages for GPRS settings often?

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.

Why am I unable to access the Internet even though I have a data bundle active on the phone?

Kindly ensure that your mobile data and data roaming is on and also check the manual settings by visiting our website www.lycamobile.co.uk.

Will I be able to access the Internet while roaming?

No, at the moment we do not support data access when in roaming.

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 data in 4G?

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

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 website www.lycamobile.co.uk or you may also call us at 322.

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

Yes, kindly call us at 322 with a valid email ID and we will be able to send the settings to the requested email address.

Is a Username and Password mandatory?

No, you can ignore that option.

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

You can either enter “0000”or “1234”.

Network Connectivity

Network Connectivity

My phone shows emergency calls only…

Kindly restart your handset and select the network manually, you may chose Lycamobile or O2.

I am not getting complete converge in a few places…

The network coverage is heavily dependent on location & our network partners. We request you to keep trying and if the problem persists, to report the same to our Customer Service department at 322 from your Lycamobile number.

My SIM seems to be damaged and I am not able to latch on to the network…

If the SIM is damaged, kindly call Customer Service at 322 with a brand new activated Lycamobile SIM and PUK number and we will help you to transfer your old number to your new SIM within 24 business hours.

My SIM doesn’t work in a Handset but other SIMs work in the same handset…

Since the SIM is working in your handset while other SIMs do, it might be an issue with your handset provider; or the mobile phone could be locked to only accept SIM cards from a particular service provider. Kindly contact the handset dealer for more assistance.

Top up Enquiries

Top up Enquiries

How do I top up using a Credit or a Debit card?

You can top up using a Debit or Credit card online on our website www.lycamobile.co.uk; alternatively, you can top up over the phone by calling us at 373 or 322 from your Lycamobile number.

After your card has been registered, you can simply dial 321 and use our Interactive Voice response to top up over the phone using your Credit/Debit card.

I am unable to top up online and the page gives an error…

Our website is best enjoyed while using Internet Explorer or Google Chrome. Please avoid using other web browsers like Firefox or Opera. If the problem still persists, please raise a complaint with our Customer Service team by calling 322 from your Lycamobile number.

I have changed my billing address, how do I update the same with you?

Did you know that you can now manage your entire Lycamobile account, including changing the registered address, online at www.lycamobile.co.uk?

Alternatively, you can also change your address by writing in to cs@lycamobile.co.uk with your Full name, Date of Birth, Lycamobile Number and a copy of your Utility bill showing the new address.

How can I set up Lycamobile to automatically top up my account once my balance goes low?

After completing one successful top up with your Credit/Debit card, you have the option to activate the Auto Top up facility. You set this service to automatically top up a predetermined value each time the balance drops below a value set by you. Please note that you can also control the frequency and value of the top up.

Airtime Transfer

Airtime Transfer

What is Airtime transfer?

Lycamobile’ s Airtime Transfer service allows you to securely transfer mobile credit from your Lycamobile account to any mobile number in over 50 countries. This means that you can transfer credit to your friends and family abroad, irrespective of whether they have a Lycamobile number or not.

How much does Airtime transfer cost me?

This is a free service for all Lycamobile customers; however, the standard currency exchange rates would apply. Please visit our website www.lycamobile.co.uk to check the exact value of currency applicable for the country you are trying to transfer credit to.

Is there a limit on how much I can transfer to someone using Airtime transfer?

There is no set limit for the Airtime transfer. However since this involves transferring calling credits across countries, certain international laws will be applicable as well as basis usage patterns. Lycamobile reserves the right to block or restrict transactions.

How do I transfer credits to my family in another country?

a. To send INR100 to an Indian customer, simply dial **207*0091xxxxxxx(country code followed by 10 digit mobile number)*1#

        i. (**The number 1 at the end of the code represents the equivalent amount of GBP in your Lycamobile credit and this amount will be debited from your mobile credit.)

b. You can also complete an Airtime Transfer using the My Lycamobile page on our website. www.lycamobile.co.uk