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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 28 days 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 122 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#(Follow the instructions) 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 the 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 /canceled after a 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 the 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 choose 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.
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