General
How can I receive texts with Lycamobile offers and promotions?
Is it mandatory to register my details to use Lycamobile services?
Why have I been charged for internet access when I use WiFi?
How can I register my Lycamobile SIM card?
Will a plan purchase be considered a top-up?
I have topped up before registration; will I be able to get the £2 free credit?
How do I get my £2 free credit for registering my SIM?
Do you provide a Lycamobile SIM with a handset?
Do you provide locked or unlocked handsets?
Do you offer contract services?
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?
I have enough balance on my Lycamobile SIM. Why am I still unable to activate a plan?
If the problem continues, please contact Customer Services on 322 from your Lycamobile.
How can I get a copy of my itemized bill?
We will send your itemized bill for the last 6 months, including the current month, to your registered address only.
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?
How do I check the call rates?
Alternatively, you can dial *136* followed by the phone number you wish to call with its country code and then # from your mobile.
E.g. *136*0040377881276# (number is Lycamobile Customer Services).
Why can't I send or receive texts?
How do I activate roaming using Lycamobile?
How much does it cost to access my voicemail?
I have not used my Lycamobile for a while and it has now stopped working. Why is this?
Can I send or receive premium texts or make premium rate calls using Lycamobile?
What mobile handsets can I use with Lycamobile?
How do I send a text message from the UK to another country with Lycamobile?
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?
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 the UK, 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?
How can I stop receiving unwanted texts or SPAM?
How do I contact someone if I have a problem?
Are there any monthly or hidden charges?
Where can I find my Lycamobile number?
What is My Lycamobile?
What should I do if I forget my PIN/PUK codes?
Your PUK code is displayed on the SIM card holder that came in your starter pack. Please keep 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 Customer Services on 020 713 20322 and our friendly team will return your call.
How can I deactivate my voicemail service?
Where can I buy a Lycamobile SIM or top up my balance?
What should I do if my handset is locked?
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 020 7132 0322 for expert advice.
How long can I keep my number for if I don't use any of Lycamobile's services?
What are ‘MBOS’ entries on my top-up history?
Itemised Bill Enquiry procedure
How can I get a detailed statement of my transactions?
Why can’t I send pictures by SMS?
Plans and Rates
I have been using the same plan for a long time. Why has it now changed?
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 plan has been renewed by debiting the cost from my bank account. Why is this?
Where can I find the details of the plan?
I’ve activated the wrong plan, what do I do?
Can I use these minutes to call other countries?
I have activated a plan and have used all the allowance. Can I activate the same plan again?
Can minutes be carried forward to the next month if they’re not used?
Does a plan have an expiry date?
Will I be able to activate the plan with my promotional balance?
How do I check if a plan is active on my Lycamobile?
How do I activate a national plan on my Lycamobile?
How can I cancel Auto-renewal on my plan?
How can I add more data to my plan?
I have received the message ‘Dear Subscriber, you are restricted to purchase this plan.’ What does this mean?
What is the Loyalty plan?
Will my plan work in the EU?
Will my plan work abroad?
SIM Lost
I lost my SIM card and would like to claim insurance. What should I do?
I have lost my SIM card and would like to block it to avoid someone using it. Is this possible?
My SIM card is lost/ stolen. How do I prevent someone else from using it?
I’ve lost my SIM card and want all my contacts back. Is this possible?
After I report my SIM card as lost, will incoming calls be blocked?
I lost my SIM card and want the same number back. Is this possible?
Once you have the new SIM card, please call Customer Services on 322 (if calling from a Lycamobile) or 0207 1320322 (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 business hours.
How to complete a Number Transfer / SIM Transfer
How can I transfer my number from my current network to the Lycamobile network?
Please contact Customer Services on 322 (if calling from a Lycamobile number) or 0207 1320322 (if calling from any other number) with your new Lycamobile 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 https://www.lycamobile.co.uk/en/help/transfer-your-number/ to place the port-in request online.
Please note that you will have to collect your PAC code from your current service provider.
How do I switch to Lycamobile from another provider and keep my current mobile number?
You can receive a new FREE SIM by ordering it online here or you can get a SIM card at any of our retail outlets.
Before we can transfer your number, we’ll need your Porting Authorisation Code (PAC).
Text PAC to 65075 from your current network number to get your PAC. Once you receive the PAC please:
1. Visit our website Lycamobile.co.uk > Switch to Lycamobile
2. Call 322 from your Lycamobile number or 0207 132 0322 from any other network
How do I switch to Lycamobile from another provider without taking my number with me?
1. Visit our website Lycamobile.co.uk > Switch to Lycamobile
2. Call 322 from your Lycamobile number or 0207 132 0322 from any other network.
How do I switch to a different provider and take my number with me?
1. Text PAC to 65075
2. Call 322 from your Lycamobile number or 0207 132 0322 from any other network
After you request a PAC, we’ll send you a text message straightaway with your PAC.
If you want to switch providers, you’ll have to give your PAC to your new provider. Once you’ve switched, your service with Lycamobile will be terminated.
Good to know that you’ll need to use any credit you have left on your account before you switch provider as you’ll lose it when the switch is complete.
Important:
Your PAC is valid for 30 days. If you do not give your PAC to your new provider in that time, your service with Lycamobile will continue as normal and you won’t be switched to your new provider.
What is STAC?
1. Log into My Lycamobile account and go to Account manager > Leave LM
2. Text STAC to 75075
3. Call 322 from your Lycamobile number or 0207 132 0322 from any other network
After you request a STAC, we’ll send you a text message straightaway with your STAC.
If you want to switch providers, you’ll have to give your STAC to your new provider. Once you’ve switched, your service with Lycamobile will be terminated.
Good to know that, you’ll need to use any credit you have left on your account before you switch provider as you’ll lose it when the switch is complete.
Important:
Your STAC is valid for 30 days. If you do not give your STAC to your new provider in that time, your service with Lycamobile will continue as normal and you won’t be switched to your new provider.
I have an active plan on my old number and my new number; if I make a SIM transfer, can I retain both the plans?
How can I transfer the balance from my previous Lycamobile number to my current one?
Do I get any benefits if I transfer my number to Lycamobile?
For more details please visit our website
How quickly will a port-in request be completed?
Can I top up my Lycamobile SIM card before I complete the port-in procedure?
What is a PAC code?
When I port-in from another network, can I transfer the credit that’s on my old SIM card?
Why I am not getting the port-in offer?
How can I transfer my number to Lycamobile?
My SIM has been damaged, lost or stolen. What should I do?
I need a different sized SIM card for my phone. What should I do?
I wish to port-out my number to another service provider. How do I do that?
Internet Access
My phone is asking for a PIN number while saving the settings. What is my PIN number?
Is a username and password mandatory?
Can I get the settings in my email so I can do it myself?
Do I have to manually input settings on my handset to access the internet?
Will I be able to access data in 4G?
Will I be able to use the Internet on my Blackberry or dongle?
Will I be able to access the Internet while roaming?
Why am I unable to access the internet even though I have a data plan active?
Why do I get messages for GPRS settings?
Can I use VoIP Services on my Lycamobile?
My internet has stopped working. What should I do?
Network Connectivity
My SIM doesn’t work in a specific handset but other SIM cards do. Why is that?
My SIM seems to be damaged and I am not able to connect to the network. What should I do?
Why can’t I connect to the network after returning from a trip abroad?
A. Find an option called Lycamobile Services or Lyca Services on your phone. This will likely be found somewhere in your settings folder, under ‘Tools’, ‘SIM’ or among the apps.
B. After finding Lycamobile Services, select Lycamobile > Mode > Manual > National.
C. After selecting ‘National’, your phone will return to a previous page or start the Manual Network Search by itself.
D. Following this, reset your phone without taking the SIM out and then start the Manual Network Search again.
Once you have manually connected, restart your phone.
What should I do when I see ‘No network/Emergency only’ on my phone?
A. Find an option called Lycamobile Services or Lyca Services on your phone. This will likely be found somewhere in your settings folder, under ‘Tools’, ‘SIM’ or among the apps.
B. After finding Lycamobile Services, select Lycamobile > Mode > Manual > National.
C. After selecting ‘National’, your phone will return to a previous page or start the Manual Network Search by itself.
D. Following this, reset your phone without taking the SIM out and then start the Manual Network Search again.
Once you have manually connected, restart your phone. If after several attempts the above procedure is not working, check the SIM card’s surface for scratches or cracks. If the SIM is damaged, go to your nearest retail point for further assistance.
Why am I not getting complete coverage in a few places?
Why does my phone show emergency calls only?
Can I share my device’s data connection through a personal hotspot or tethering?
A personal hotspot lets you share your device’s data wirelessly, so it’s also called ‘wireless tethering’ or a ‘Wi-Fi hotspot. Tethering lets you do the same thing, using a USB cable instead of a wireless connection. I phone users may need to enter personal hotspot’s APN: data.lycamobile.co.uk under setting.
Mobile Data:> Mobile Data Network:> Personal Hotpot :> APN :>
Top-up Inquires
How can I set up Lycamobile to automatically top up my account once my balance gets too low?
I have changed billing address. How do I update it?
Alternatively, you can also change your address by emailing cs@lycamobile.co.uk 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?
I made a top-up using PayPal. Why hasn’t it come through on my account yet?
How can I pay online with a debit or credit card?
Card holder details
Card number
Expiry date
Verification code (CVV). This is the three-digit code on the back of your card
You may be required to follow additional security procedures.
For Visa cards, please refer to the ‘Verified by Visa’ procedure explained here.
For Mastercards, please refer to the ‘Mastercard SecureCode’ procedure explained here.
How do I top-up using a credit or a debit card?
Airtime Transfer
How do I transfer credit to my family in another country?
*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.
You can also complete an Airtime Transfer using My Lycamobile on our website.
Is there a limit on how much I can transfer to someone using Airtime Transfer?
How much does Airtime Transfer cost me?
What is Airtime Transfer?
Connect with Lycamobile!
Just 4 simple steps
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