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General

General

Can I use VoIP Services on my Lycamobile?

Under our terms and conditions, Lycamobile has the right to restrict or prevent access to certain websites and services over its network. At present, Lycamobile does not allow the use of Lebara Talk over the Lycamobile data network. However, this will not prevent you from accessing such services via any available WiFi connection.

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 18 months, this lock can be removed for free. Please contact your current provider directly to request the code that will allow you to remove your SIM lock.

If you have had your handset for less than 18 months, you should ask your handset provider how much it will cost to remove the SIM lock.

I forgot the 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 keep it safe.

If you have already logged on to your 'My Lycamobile' account, you can also find your PUK code displayed there – click here to login.

If not, please call our Customer Services team on +27654001140 and our team will get back to you at the earliest.

What is My Lycamobile?

My Lycamobile is a way of tracking your calls and texts online and gain access to lots of useful tools.

Where can I find my Lycamobile number?

Once you've inserted your new Lycamobile SIM, you can view your number by

  • dialling *132#

How do I contact Lycamobile if I have a problem?

Visit Contact us for full details of the various ways you can get in touch with us, or simply call 140 from your Lycamobile.

How can I stop receiving unwanted texts or SPAM?

When you receive a text from a company you have not given your number to, it 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 the 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 on 140 from your Lycamobile is free of charge. Calls to +27104469087 from any other network are charged as per 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: 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 South Africa 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 +27104469087 if you are unsure about your handset.

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

Please contact Customer Services on +27104469087 as quickly as possible and one of our advisors will help you.

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 13 months. Thereafter, you have 11 more months to Top-up. After this time, unfortunately, these SIM cards cannot be reconnected and the mobile number also stops being available for you to use.

How much does it cost to access the voicemail?

Calls to access the voicemail are absolutely free. Your Lycamobile Voicemail service has been automatically activated.
To access your voicemail from your Lycamobile in South Africa:
 

  • dial 121.

How do I activate roaming facility using Lycamobile?

Roaming services are automated and they should get activated as soon as you travel abroad. If this service is not activated, kindly restart your phone and you should be able to activate the services without any problem.

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

  • Auto top-up recharges your account whenever your balance falls below a certain level. It saves you the problem of having to remember to top-up and means that you never run out of credit or experience any unnecessary inconvenience.
  • You can register your debit/credit card to automatically top-up your account.
  • As soon as your account reaches the said limit, we will automatically top-up your account with a pre-agreed amount of money from your registered credit/debit card.

How can I deactivate my voice mail service?

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

How do I check call rates?

On our website: http://www.lycamobile.co.za/en/internationalrates
Or
Dial *XXX* Phone number with country code# from your mobile  
e.g. *XXX*YYYYYYYYYYYY#

How can I check my allowance?

You can check your allowance at any time by dialling *XXX# (then press call) entirely free of charge from your Lycamobile phone.

How do I find the balance on my Lycamobile SIM card and the allowance I have left (minutes, texts or data)?

You can always check your available balance/allowance by dialing *101# from your handset.

How can I check my billing details?

To check your billing info and to manage your Lycamobile account, please register your SIM 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 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 140 from your Lycamobile number.

Despite having balance in my phone I am getting an error that states I don't have sufficient balance and the call does not connect. How do I fix this?

Lycamobile SIM cards are pay-as-you-go which means you can only make calls, send text messages and use data if you have sufficient balance. If you have an active balance but are receiving an error message about insufficient credit then disconnect the call and try again. If the problem persists then you can contact Customer Services for assistance at 140 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.

Will a Bundle purchase be considered a top-up?

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

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 on Lycamobile website to use Lycamobile services?

While it is not mandatory to register your details on our website, we would strongly recommend you do so. Registering one’s number opens up many additional facilities including the ability to manage your Lycamobile 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.za for the specific activation code for the bundle that you are interested in or you can always call Customer Service at 140 from your Lyca number.

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

Please remember that you can always dial *101# 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 call 140 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 Bundle terms and conditions

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

No. As per T&Cs, the allowances will expire on the day the bundle expires.

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 140 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.za or you can also call our Customer Service department at 140 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 *XXX# 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 updated information on our rates and bundles, please visit our website www.lycamobile.co.za or call our Customer Service department at 140 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. Is this possible?

You can receive a new SIM card at any of our retail partners. Once you have the new SIM card, please call our Customer Service team at 140 (if calling from a Lycamobile number) or +27104469087 (if calling from any other 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. Is this possible?

We don’t have the option to get your contacts back, however you can check your dialled numbers via our website www.lycamobile.co.za if you are a registered customer with a My Lycamobile account. For more details kindly contact Customer Service at 140 from your Lycamobile number.

I have lost my SIM card and would like to block it to avoid someone using it. Is this possible?

Kindly contact the Customer Service department at 140 (if calling from a Lycamobile number) or +27104469087 (if calling from any other number) with your SIM card details and your card will be blocked.

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

No FAQs Available
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 *101# and then pressing the call button. If the problem persists, kindly contact our Customer Service team at 140 from any Lycamobile 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.

Will I be able to access the Internet while roaming?

No, at the moment we do not support data access while 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 by visiting our website or you may also call us at 140.

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

Why does my phone show emergency calls only?

Kindly restart your handset and select the network manually, you may choose Lycamobile or Cell-C.

Why am I not getting complete coverage 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 140 from your Lycamobile number.

My SIM seems to be damaged and I am not able to connect to the network. What should I do?

If the SIM is damaged, please call Customer Services on 140 where we will provide you with a brand new activated Lycamobile SIM and PUK number to help you 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.
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