FAQs

General

What coverage do I get with Lycamobile?

Lycamobile uses Telstra telecommunication’s 3G and 4G network in Australia. You can also find the detailed coverage map here and on the Telstra website.

Why I cannot send/receive SMS?

Please make sure you have enough credit to send SMS, first.

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 persists, please contact Customer Services.


I have forgotten PIN / PUK Codes. What should I do?

If you have entered a wrong PIN/PUK code into your mobile while activating your Lycamobile SIM card, it will automatically lock itself. In this case, you must enter your PUK code which is displayed on the SIM card holder that came with 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. How do I fix it?

If your SIM does not work when placed into a mobile, the device may be network locked. 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, ask your handset provider for device unlocking charges.


Where can I buy a Lycamobile SIM or Recharge My Balance?

Lycamobile SIM cards and recharge vouchers are available throughout Australia. Please find your nearest Lycamobile store by clicking here. Alternatively, you can place order for a new SIM from the website and recharge any Lycamobile number too.

What is My Lycamobile?

My Lycamobile is your personal profile with Lycamobile where you get to monitor your calls and texts online. You can join My Lycamobile by clicking here and gain access to lots of useful tools. Join today and you’ll earn $5 of FREE credit too.

Where can I find my Lycamobile number?

Once you’ve inserted your new Lycamobile SIM into your mobile handset, 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 team of your existing provider. Tell them you wish to change provider and ask them for your Account no and PUK code. Check with them if you will be charged for the migration. 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 meantime, you can still use your Lycamobile with the number that was originally provided.

Please note: Lycamobile has porting arrangements established with the majority of 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 call rates on offer incur a connection fee of 23cts or 29 cts. Please visit our Special Offers section for more details regarding current offers and connection charge.

Are there any monthly or hidden charges?

No, there are no monthly or hidden charges.

How do I contact someone if I have a problem?

Simply call 122 from your Lycamobile number or 1300 854 607 from any another phone number. Rest assured, our Customer Services team will be able to help you with your problem.

How can I stop receiving unwanted texts or 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 people or 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 in the follwing way: Type “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: 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 “00”, you can also use a “+”.

What mobile handsets can I use with Lycamobile?

All 3G and 4G mobile devices are compatible with your Lycamobile SIM card. We no longer support 2G devices. There are no other restrictions on the type of handset you can use with Lycamobile. If you are still unsure about the compatibility of your handset, please contact our Customer Services team at 1300 854 607

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

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, at present, we do not offer Premium SMS or Premium Calling services 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 recharge and how does it work?

You can use your debit / credit card to automatically recharge your account. This means, 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.

How do I deactivate roaming facility using Lycamobile?

To deactivate 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 mobile handset. Alternatively, you can also 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 namely, My Lycamobile.

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 cs@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 Plan…

This could possibly be due to an active data session. Please 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.

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 card with us, you need to complete 2 successful recharges. Once you’ve completed the first recharge within 24 to 48hrs, $2.50 will be automatically credited to your account and the same amount will be added when you recharge for the second time.

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

No, only recharge done after registration will be eligible for the $5 free credit.

Will a plan purchase be considered a recharge?

No, purchasing of a plan will not be considered as a recharge.

How can I register my Lycamobile SIM card?

You can register your SIM card right on the website by clicking here. Please remember to have your PUK number handy.

I use Wi-Fi but I have been charged for internet access. What should I do?

Please note, 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.

Plans and Rates

How do I activate a plan on my Lycamobile?

Kindly visit the detailed plan page for plan specific activation code that you are interested in; or you can always call Customer Service at 122 from your Lycamobile number.

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

Dial *137# to check your balance and allowance details on your Lycamobile account.

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

Yes, you will get a message confirming your plan activation. Please start using the plan 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 your plan allowance by dialing *137# or call 122 from your Lycamobile number to reach Customer Service.

Does a plan have an expiry date?

Most of our plans come with 1-month validity period. However, please consider the expiry details mentioned on the detailed section of the plan you have chosen (T&C).

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

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

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

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

Can I use these minutes to call other countries?

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

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

We do not have the option to cancel any plan once activated; however, depending on the plan 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 a plan?

To ensure that we offer the most competitive plans to our customers, we update our rates as often as possible; hence for the most updated information, please visit our website or call our Customer Service department at 122 from your Lycamobile number.

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

When activating a plan, there is an option for the same to be automatically renewed. Please uncheck the box to disable auto renewal as an option. Please note that the auto renewal option is available for your benefit as it saves you the trouble of remembering to recharge your account.

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


I have been using the same plan for a long time, why is it that the plan has now changed?

To ensure that we offer the most competitive plans to our customers, we update our rates and plan offerings as often as possible. For the most updated information on our rates and plans, please check the plans section 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

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

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

Kindly contact our Customer Service department at 122 (if calling from a Lycamobile number) or 1300 854 607 (if calling from any other number) with your new Lycamobile SIM and an account number, or your 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.


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 cs@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 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 recharge my Lycamobile SIM card before I complete the port-in procedure?

Yes, you can recharge your Lycamobile SIM card as soon as you receive it 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 plan as part of a SIM transfer procedure. For more details kindly contact Customer Service at 122 from your Lycamobile number.

I have an active plan on my old number and new number; if I do a SIM transfer, can I retain both the plans?

We will be able to transfer your plan from the old SIM. However, the plan 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 needed to help you move to a different network.

Internet Access

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

Kindly 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 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 plan active on my phone?

Kindly ensure that your mobile data and data roaming are ON and also check the manual settings. 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 internet on my Blackberry?

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

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 internet settings in an email so that I can do it myself?

Yes, kindly call us at 122 and share your email with us and we will be able to send the settings to the provided 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

My phone shows emergency calls only. What to do?

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. What to do?

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. What to do?

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 4 to 24 business hours..

My SIM doesn’t work in my handset but other SIM cards do. Why?

Since the SIM card 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.

Recharge Inquires

How do I recharge using a Credit or a Debit card?

You can recharge using a Debit or Credit card online on our website here; alternatively, you can also recharge over the phone by calling us at 373 from your Lycamobile number.

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

Our website is best enjoyed using Internet Explorer or Google Chrome web browser. 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?

You can manage your entire Lycamobile account, including changing the registered address by accessing your My Lycamobile account from here.

Alternatively, you can also change your address by writing in to ‘cs@lycamobile.com.au’ with your full name, date of birth, Lycamobile number and a copy of any utility bill showing the new address or simply call our Customer Service team by dialing 122 from your Lycamobile number.


How can I set up Lycamobile to automatically recharge 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 recharge facility. You can set this service to automatically recharge 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 recharge.

Other Services

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