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

General

What coverage do I get with Lycamobile?

Lycamobile uses Telstra telecommunications 3G network in Australia. You can also find a detailed coverage map on the Telstra website.

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 +61469000111 for Lycamobile Australia.

If you see a different number, enter +61469000111 and turn your handset off and on and re-try sending any unsent SMS.

If the problem remains please contact Customer Services.

Forgotten PIN / PUK Codes

If you have activated your SIM PIN code and then enter 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 not please call our Customer Services team on 1300 854 607 and they will be happy to help you.

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 Recharge My Balance?

Lycamobile SIM cards and top-up vouchers are available from many shops throughout Australia.

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 $5 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 the number by dialling *132# (or 97#). The number will also be available on the SIM packaging. 

Can I keep / transfer my existing mobile number?

Of course, transferring your existing mobile number to Lycamobile is easy. Just follow the simple steps below:
  • Contact the customer services of your existing provider, tell them you wish to change provider and ask them for your Account no/Date of Birth and PUK code, check with them that there is no charge for this.
  • Once you receive your Account no, one of our customer representatives will help you start the transfer process.
  • As soon as your number is live with Lycamobile we will send you a text to let you know. In the mean time you can still use your Lycamobile with the number that was originally provided.
Please note : Lycamobile has porting arrangements established with the majority of the Australian mobile network providers. Please ask a customer service representative which networks are enabled for porting when you call

Do calls have a connection charge?

Some of our offers incur a connection fee of 23cts or 29 cts, but any offer rates will show you if there are any connection charges. View Special Offers for details of current offers. A full list of rates to destinations is available here.

Are there any monthly or hidden charges?

No, never.

How do I contact someone if I have a problem?

Visit the Contact Lycamobile page for full details of the various ways you can get in touch with us, or simply call 122 from your Lycamobile or 1300 854 607 from another phone.

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 much does it cost to call Lycamobile Customer Services?

Calling customer services at 122 & 1300 854 607 from your Lycamobile is free of cost. Calls to1300 854 607 from any other network are charged at your service provider's standard national rate.

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 Australia 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 1300 854 607 if you are unsure about your handset.

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. Please contact customer services on 1300 854 607 as quickly as possible and one of our advisors will help you.

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.

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 Australia dial 121. 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.

What is the Auto top-up and how does it work?

  • You can use your debit / credit card to automatically recharge your account.
  • This means that when your account reaches a certain level - we will automatically recharge your account with a pre agreed amount of money from your registered credit/debit card.
  • This saves you the problem of having to remember to recharge and means that you never run out of credit or experience any unnecessary inconvenience.

How do I deactivate roaming facility using Lycamobile?

To deactivate the roaming facility on your account please call our customer services on +61386767750. It will take 24 hours for us to deactivate the roaming facility, a charge of AUS $ 1.00 is applicable per call to this number.

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 131 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 card online. 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?

You can view and download your billing statement in your My Lycamobile account after you set it up. Alternatively, you can email help@lycamobile.com.au requesting a copy of your itemized bill which would be sent to you in 5 to 7 business days.

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 are still facing issues, please contact Customer Services at 122 from your Lycamobile.

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 Lycamobile 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 122 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 $5 free credit for registering my SIM?

Once you register your SIM you need to complete 2 successful top ups. Once you’ve completed the first top up within 24 to 48hrs, $2.50 will be automatically credited to your account and the same goes after the second top up.

I have topped up before registration; will I be able to get the $5 free credit?

No, only top ups made after registration will be eligible for the $5 free credit.

Will a Bundle purchase be considered a top up?

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

How can I register my Lycamobile SIM card?

You can register your SIM card by visiting our website www.lycamobile.com.au. 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 when using Wi-Fi.

Bundles and rates

Bundles and rates

How do I activate a bundle on my Lycamobile?

Kindly visit our website www.lycamobile.com.au for the specific activation code for the bundle that you are interested in; or you can always call Customer Service at 122 from your Lycamobile 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 standard tariffs. If you do not receive a confirmation message, you can always check you bundle allowance by dialing *137# from your Lycamobile or call 122 from your Lycamobile number to reach Customer Service.

Does a bundle have an expiry date?

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

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

No. As per the 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 Lycamobile 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.com.au or you can also call our Customer Service department at 122 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 saves 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.com.au or call our Customer Service department at 122 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’ve 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 here 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 122 (if calling from a Lycamobile number) or 02 8072 7010 (if calling from any other number) with the PUK number and we will help in transferring your old number to your new SIM within 8 to 12 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 122 from your Lycamobile number.

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 122 (if calling from a Lycamobile number) or 02 8072 7010 (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 help@lycamobile.com.au 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.

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

Please contact customer services on 1300 854 607 as quickly as possible and one of our advisors will help you.
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 here or you can buy a SIM card at any of our retail partners.

Kindly contact our Customer Service department at 122 (if calling from a Lycamobile number) or 02 8072 7010 (if calling from any other number) with your new Lyca SIM and an Account number, or the Date of Birth with which the SIM is registered with your previous network provider. We will port-in your number within 2.5 business hours.

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 credit from a different network.

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.

How quickly will a port-in request be completed?

Your port-in request will be completed in 2.5 business hours if the information matches with the other service provider; but this timeline also depends on the previous network provider and may be extended.

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 only 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 kindly contact Customer Service at 122 from your Lycamobile 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 122 where we would like to hear your feedback / concerns. If you would still like to leave us, we can issue you the Account number or Date of Birth 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 122 from any Lycamobile number.

Why is it that I often 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.

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

Kindly ensure that your mobile data and data roaming are on and also check the manual settings by visiting our website www.lycamobile.com.au. Alternatively you can contact our Customer Service team at 122 from any Lycamobile number.

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?

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

Will I be able to access data in 3G?

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 on our website here or you may also call us at 122.

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

Yes, kindly call us at 122 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?

Yes.

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 Telstra.

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 122 from your Lycamobile number.

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

If the SIM is damaged, kindly call Customer Service at 122 with a brand new activated Lycamobile SIM and PUK number. We will help you to transfer your old number to your new SIM within 8 to 12 business hours.

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

Since the SIM is not 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 Inquires

Top up Inquires

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 here; alternatively, you can top up over the phone by calling us at 373 from your Lycamobile number.

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 122 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.com.au?

Alternatively, you can also change your address by writing in to help@lycamobile.com.au with your Full name, Date of Birth, Lycamobile Number and a copy of your Utility bill showing the new address. Or, call our Customer Service team by dialing 122 from your Lycamobile number.

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 can 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.
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