FAQ

Lyca Mobile has changed to a new and improved network

Lyca Mobile is working with the UK’s number one mobile network to provide our customers with an improved service. At Lyca Mobile, we are committed to providing cost-effective and high-quality services to our customers. We understand that some customers have questions about whether there will be any other adjustments because of a change in Lyca Mobile’s network provider. Here is what you need to know.

Will my plan/package change because Lyca Mobile has changed to the new network?

No. We will not be making any changes to the mobile plan you have purchased from us – there will be no extra costs or charges. This includes free Lyca-to-Lyca calls, international call allowances and EU Roaming. Any changes that take place in future will be in line with our standard reviews of our products and services – and will be communicated to customers.

Will my tariff change because Lyca Mobile has changed to the new network?

No. We will not be making any changes to the tariff you have purchased from us because of this move. The price you pay for your Lyca Mobile service will remain the same. Any pricing changes that take place in future will be in line with our standard reviews of our products and services – and will be communicated to customers.

Will I still receive EU Roaming at no extra cost now that Lyca Mobile has changed to the new network?

EU Roaming will continue to be offered by Lyca Mobile at no extra cost following its change to the new network.

Why has Lyca Mobile changed to the new network?

At Lyca, our mission is to help customers connect to the people, places and things they love – however and whenever they like. By changing to the new network, Lyca Mobile is able to give customers access to super-fast connectivity and improved coverage – and for the same low-cost prices we are known for.

Will my coverage improve now that Lyca Mobile has changed to the new network?

Thanks to our partner’s outstanding coverage, this move will be an improvement for the majority of our UK customers. Earlier this year, Lyca Mobile’s new network partner was named the UK’s best network for reliability, speed and accessibility.

Why hasn’t my network service improved?

We understand that, for some customers, there is a chance that your service may not have improved. And we are ready to support you. If you have been experiencing network issues, we apologise for any inconvenience caused. Restarting your mobile device should resolve most issues caused by our network change. If you are still experiencing issues, please contact our Customer Service team via Chat or on 020 7132 0322 from any phone.

General

How can I receive texts with Lyca Mobile offers and promotions?

To receive our offers and promotions, text YES to 3232. You can opt out at anytime by sending STOP to 3232.

Is it mandatory to register my details to use Lyca Mobile services?

While it is not mandatory to register your details, we would strongly recommend you do. Registering your number opens up many additional facilities including the ability to manage your Lyca Mobile account online, setting up of Auto top up, collecting itemized bill copies, changing or updating personal information and more.

Why have I been charged for internet access when I use WiFi?

Please note that some handsets switch from WiFi to Mobile Internet depending on signal strength. To avoid these issues, please deactivate the data option on your mobile phone while using WiFi.

How can I register my Lyca Mobile SIM card?

You can register your SIM card on our website www.lycamobile.co.uk. Please remember to have your PUK number handy.

Will a plan purchase be considered a top-up?

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

Do you provide a Lyca Mobile SIM with a handset?

No, we only provide a FREE SIM card at the moment.

Do you provide locked or unlocked handsets?

No, all our handsets are unlocked.

Do you offer contract services?

Yes , Lyca Mobile offers a variety of SIM Only deals with contract options spanning 30 days and 12 months. Regardless of the contract length you choose, you will enjoy unlimited texts and unlimited minutes. Opting for the 30-day SIM Only contract provides you with the added benefit of flexibility, allowing you to modify or cancel your plan any time after the initial month of service.

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?

Your Lyca Mobile SIM is set up to let you know when your balance gets below a set level. That is why you may receive this error message. 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, please call Customer Services on 322 from any Lyca Mobile number.

I have enough balance on my Lyca Mobile SIM. Why am I still unable to activate a plan?

This could possibly be due to an active data connection. Please turn off mobile data and restart your handset. If the problem continues, please contact Customer Services on 322 from your Lyca Mobile.

How can I get a copy of my itemized bill?

To get your itemized billing copy sent to you, please make sure you have a main balance/credit of £7.50 on your Lyca Mobile SIM card. 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?

To check your billing info and to manage your Lyca Mobile account, please register your SIM online at www.lycamobile.co.uk. 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.

How do I check my balance?

You can always check your balance by dialling *131# from your handset. Alternatively, you can call our Automated Voice Response on 321 from your Lyca Mobile phone.

How do I check the call rates?

You can check our unbeatably low rates from our website here. 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 Lyca Mobile Customer Services).

Why can't I send or receive texts?

Firstly, please make sure you have enough credit to send a text. If you still can’t send or receive texts, please check the Message Centre Number (MCN) in your SMS settings – it should be +447404000111 for Lyca Mobile UK. If you see a different number, enter +447404000111, turn your handset off and on and then retry sending any unsent texts. If the problem remains please contact Customer Services.

How do I activate roaming using Lyca Mobile?

Roaming services are automated and they should work as soon as you travel abroad. If it seems roaming isn’t working, please restart your phone and you should be able to use our roaming services without any problem.

How much does it cost to access my voicemail?

Your Lyca Mobile voicemail service has been automatically activated. To access your voicemail from your Lyca Mobile in the UK dial 121 (or 91#). Calls to access the voicemail are absolutely free.

I have not used my Lyca Mobile 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.

Can I send or receive premium texts or make premium rate calls using Lyca Mobile?

No. Unfortunately, we do not offer premium texts or premium calling as part of our product offering.

What mobile handsets can I use with Lyca Mobile?

Your handset needs to be compatible with 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 Lyca Mobile. Please call our Customer Services team on 020 7132 0322 if you are unsure about your handset.

How do I send a text message from the UK to another country with Lyca Mobile?

Lyca Mobile works in the same way as other mobiles when it comes to sending international text messages. 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 Lyca Mobile Customer Services and is not available to text).

How do I make an international call with Lyca Mobile?

When it comes to making international calls, Lyca Mobile works in the same way as other mobiles or landlines. 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 Lyca Mobile 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?

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 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, Lyca Mobile is unable to prevent you from receiving these unwanted messages, unless you want to ban all text messages. These companies have clever ways of getting mobile phone numbers. One way to avoid SPAM is to be careful about what sites you give your mobile number to.

How do I contact someone if I have a problem?

Visit our Contact Us page for our rates and full details of the various ways you can get in touch with us.

Are there any monthly or hidden charges?

No, there are no monthly or hidden charges. Every price you see is what you’ll pay.

Where can I find my Lyca Mobile number?

Once you’ ve inserted your new Lyca Mobile SIM, you can view your number by dialling *132#.

What is My Lyca Mobile?

My Lyca Mobile is a way of monitoring your calls and texts online. Join today to gain access to lots of useful tools, plus get £2 of FREE credit too. Find out more about My Lyca Mobile here.

What should I do if I forget my PIN/PUK codes?

If you activate your SIM PIN code and then enter the wrong PIN code into your Lyca Mobile three times, your SIM card will automatically lock. If this happens, 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 for safe keeping. If you have already joined My Lyca Mobile, 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?

To deactivate your Lyca Mobile voicemail service, simply dial *185#.

Where can I buy a Lyca Mobile SIM or top up my balance?

You can order a Lyca Mobile SIM for free here. Top-up vouchers can be purchased at various locations as well as on our website. To find your nearest location, click here.

What should I do if my handset is locked?

If your SIM does not work when you first place it into your handset, 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. Additionally, if your mobile phone screen shows any of the following when you first put your Lyca Mobile 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 Lyca Mobile's services?

Normally, we will keep your number for 120 days if you do not use our service. However, you may also keep your Lyca Mobile number for up to 1 year without using our service. Just dial *139*9999# from your Lyca Mobile and follow the instructions on the screen. Please be aware that there will be a fixed annual fee of £5 which will be deducted from your balance.

What are ‘MBOS’ entries on my top-up history?

Entries labelled as ‘MBOS’ on your top-up history show the rewards you are getting for using your Lyca Mobile. These are added automatically, are free and don’t have any cost to you.

Itemised Bill Enquiry procedure

An Itemised Bill must be requested over the phone. Customers requesting an Itemised Bill should have a minimum main balance of £7.50 (for 6 months of billing) or £15 (for 1 year of billing). This is so we can automatically deduct the amount once we receive the request. We will then send the Itemised Bill within 7-10 working days.

How can I get a detailed statement of my transactions?

If you register for My Lyca Mobile, you will be able to view and download your billing history from the last six months free of charge.

Why can’t I send pictures by SMS?

Unfortunately, this feature is not available on Lyca Mobile.

Plans and Rates

I have been using the same plan for a long time. Why has it now changed?

To ensure that we offer the most competitive plans to our customers, we update our rates as often as possible. For the most up to date information on our rates and plans, please visit our website or call Customer Services on 322 from your Lyca Mobile.

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?

When activating a plan, there is the option for it to be automatically renewed. Please uncheck the box to disable Auto-renew. Please note that the Auto-renewal option is available for your benefit as it saves you the trouble of remembering to top up your account. However, you do also have the option to cancel Auto-renewal by dialling *190# at least 24 hours before the plan expiry date.

Where can I find the details of the plan?

To ensure that we offer the most competitive plans to our customers, we update our rates as often as possible; for the most up to date information on our rates and plans, please visit our website. Alternatively, you can also call Customer Services on 322 from your Lyca Mobile.

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, please contact Customer Services on 322 from your Lyca Mobile.

Can I use these minutes to call other countries?

Each plan is specifically designed to cater to specific customers. You will only be able to call the countries specified in the plan you have activated.

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

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

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

No. As per the terms and conditions, all allowances will expire on the same day as the plan expiry date.

Does a plan have an expiry date?

Yes, the expiry details are mentioned on the plan page and can be found in the terms and conditions.

Will I be able to activate the plan with my promotional balance?

No, you need to have available credit on your main balance to activate any plan.

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

Please remember that you can always dial *137# to check your balance and allowance details on your Lyca Mobile account.

How do I activate a national plan on my Lyca Mobile?

Please visit our UK Plans page where you will find the specific activation code for the plan that you are interested in. Alternatively, you can always call Customer Services on 322 from your Lyca Mobile.

How can I cancel Auto-renewal on my plan?

You can cancel Auto-renewal by dialling *190# and entering 1 to confirm the cancelation. This option is also available online. Log in to your My Lyca Mobile account and go to Overview > Click Here to View plan Details > View Details > Cancel Renewal.

How can I add more data to my plan?

When you use all your data allowance before the expiry date you can continue using data but will be charged at our Standard National Pay As You Go rates. To add more data to your existing plan, simply purchase a Data Bolt On. This will be valid until your plan expires.

I have received the message ‘Dear Subscriber, you are restricted to purchase this plan.’ What does this mean?

Most plans can only be activated once every 30 days. You can either wait until your plan expires (dial *137# to see its expiry date), add more data with a Data Bolt On or activate a different plan.

What is the Loyalty plan?

Free minutes to call other Lyca Mobile numbers and other perks will appear on your Loyalty plan. This is a free reward added automatically to your account and doesn’t have any cost to you.

Will my plan work in the EU?

Plans and plan are only valid within the UK unless stated otherwise.

Will my plan work abroad?

Plans and plan are only valid within the UK unless stated otherwise.

SIM Lost

I lost my SIM card and would like to claim insurance. What should I do?

Please send an email to cs@lycamobile.co.uk with the required details such as 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.

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

Please contact Customer Services on 322 (if calling from a Lyca Mobile number) or 0207 1320322 (if calling from any other number) with your SIM card details and your card will be blocked.

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

Please contact Customer Services on 020 7132 0322 as quickly as possible and one of our advisors will help you.

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, if you are a registered customer you may login to your My Lyca Mobile account and check your dialled numbers. For more details, please contact Customer Services on 322 (if calling from a Lyca Mobile) or 0207 1320322 (if calling from any other number).

After I report my SIM card as 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.

I lost my SIM card and want the same number back. Is this possible?

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

Once you have the new SIM card, please call Customer Services on 322 (if calling from a Lyca Mobile) 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. When your number transfer is successfully completed, your current number along with any credit and/or plans on your old lyca SIM will be carried over to your new lyca SIM card. However current balance in new sim card will be retained but any plans/offers that might be on your new SIM will be replaced.

How to complete a Number Transfer / SIM Transfer

How can I transfer my number from my current network to the Lycamobile network?

You can receive a new FREE SIM card by ordering it online here or you can get a SIM card at any of our retail outlets.

Please contact Customer Services on 322 (if calling from a Lyca Mobile number) or 0207 1320322 (if calling from any other number) with your new Lyca Mobile 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://prepay.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 Lyca Mobile from another provider and keep my current mobile number?

It’s never been easier to switch to Lyca Mobile and keep your current 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 Lyca Mobile

2. Call 322 from your Lyca Mobile number or 0207 132 0322 from any other network

How do I switch to Lyca Mobile from another provider without taking my number with me?

Text STAC to 75075 from your current network number to get your Service Termination Authorisation Code (STAC). Once you receive the STAC please:

1. Visit our website Lycamobile.co.uk > Switch to Lyca Mobile

2. Call 322 from your Lyca Mobile number or 0207 132 0322 from any other network.

How do I switch to a different provider and take my number with me?

If you would like to switch provider and keep your number, you’ll need to request a Porting Authorisation Code (PAC). You can get a PAC from us free of charge:

1. Text PAC to 65075

2. Call 322 from your Lyca Mobile 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 Lyca Mobile 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 Lyca Mobile will continue as normal and you won’t be switched to your new provider.

What is STAC?

If you want to switch provider without keeping your number, you’ll need a Service Termination Authorisation Code (STAC). You can get a STAC from us free of charge:

1. Log into My Lyca Mobile account and go to Account manager > Leave LM

2. Text STAC to 75075

3. Call 322 from your Lyca Mobile 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 Lyca Mobile 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 Lyca Mobile 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?

We will be able to transfer your plan from the old SIM, however, the plan in the new SIM will be deactivated after SIM transfer.

How can I transfer the balance from my previous Lyca Mobile number to my current one?

At the moment, we don’t have the option to 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. For more details, please contact Customer Services on 322 from your Lyca Mobile.

Do I get any benefits if I transfer my number to Lyca Mobile?

Yes, we offer some of the best rates to call internationally and are one of the few service providers to give unlimited 4G data. As the world’s largest international MVNO, we operate in 23 countries around the world and this means you can always be in touch with your family and friends without breaking the bank.Customer will get 2.50£ each month for any top up for 6 months – total 15£.

For more details please visit our website

How quickly will a port-in request be completed?

Your port-in request will be completed in 2 business days, but this timeline also depends on the previous network provider and may be extended.

Can I top up my Lyca Mobile SIM card before I complete the port-in procedure?

Yes, you can top up your Lyca Mobile SIM card and the credit will be available even after the port-in is completed.

What is a PAC code?

A PAC code is a Port-in Authorization Code that is needed to complete a mobile number transfer from one provider to another. You need to contact your current network provider to get the PAC code that is alphanumeric.

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 the credit from a different network.

Why I am not getting the port-in offer?

The port-in offer is not applicable to those number that were originally from Lyca Mobile and were subsequently ported out to other companies.

How can I transfer my number to Lyca Mobile?

For all the information you need on how to transfer your number to Lyca Mobile, including being rewarded with up to £15 free credit, click here.

My SIM has been damaged, lost or stolen. What should I do?

Call Customer Services and they will arrange for a new SIM card to be sent out to you. Your number should be transferred to the new SIM within 24 business hours.

I need a different sized SIM card for my phone. What should I do?

Call Customer Services and they will arrange for a new SIM card to be sent out to you. Your number should be transferred to the new SIM within 24 business hours.

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. Please contact Customer Services on 322 where we would like to hear your feedback or concerns. If you would still like to leave us, we can issue you the PAC code and you will be able to move to a different network.

Internet Access

My phone is asking for a PIN number while saving the settings. What is my PIN number?

You can either enter “0000” or “1234”.

Is a username and password mandatory?

No, you can ignore that option.

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

Yes, please call us on 322 with a valid email address and we will be able to send the settings to the requested email address.

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 Mobile Web Settings page. Alternatively, you can contact our customer service on 0207 132 0322 from any network or 322 from your Lyca Mobile number.

Will I be able to access data in 4G?

Yes, depending on your handset and area, you will be able to access data.

Will I be able to use the Internet on my Blackberry or dongle?

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

Will I be able to access the Internet while roaming?

Yes, we do support data access when in roaming.

Why am I unable to access the internet even though I have a data plan active?

Please ensure that mobile data and data roaming is on and also check the manual settings by visiting our website.

Why do I 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.

My internet has stopped working. What should I do?

Please 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 Lyca Mobile account by dialling *137# and then pressing call. If the problem persists, please contact our friendly Customer Services team on 322 from any Lyca Mobile.

Network Connectivity

My SIM doesn’t work in a specific handset but other SIM cards do. Why is that?

Since your SIM isn’t working in your handset while other SIM cards are, it might be an issue with your handset provider; or the mobile phone could be locked, meaning it only accepts SIM cards from a particular service provider. Please contact the handset dealer for more assistance.

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 contact our customer service on 0207 132 0322 from any network or 322 from your Lyca Mobile number. We will provide you with a brand new activated Lyca Mobile SIM and PUK number and help you transfer your old number to your new SIM within 24 business hours.

Why can’t I connect to the network after returning from a trip abroad?

When you return from a trip abroad, your phone will search for our local network. If this doesn’t happen automatically, manually connect to the network by following the below steps: A. Find an option called Lyca Mobile 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 Lyca Mobile Services, select Lyca Mobile> 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?

First, take the SIM out and insert it back in, making sure that it fits exactly in the slot. Then manually connect to the network by following the below steps: A. Find an option called Lyca Mobile 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 Lyca Mobile Services, select Lyca Mobile > 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?

The network coverage is heavily dependent on location and our network partners. Please keep trying and if the problem persists, contact Customer Services on 322 from your Lyca Mobile.

Why does my phone show emergency calls only?

Please restart your handset and select the network manually, you can choose Lyca Mobile or EE.

Can I share my device’s data connection through a personal hotspot or tethering?

Yes, Personal hotspots and tethering are methods of sharing your mobile device’s data connection with another device, like a laptop or games console. So, if you’re in an area with no Wi-Fi, but you have a 4G or 3G signal, you can use that signal to go online. If you do this frequently, we recommend you monitor your data usage by dialling *137# and follow the instruction. 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. Iphone users may need to enter personal hotspot’s APN: data.lycamobile.co.uk under the setting. Mobile Data:> Mobile Data Network:> Personal Hotpot :> APN :>

Top-up Inquires

Top up your Lyca Mobile

A Minimum top-up is required for activating the new sim.

How can I set up Lycamobile to automatically top up my account once my balance gets too low?

After completing one successful top up with your credit or debit card, you have the option to activate Auto Top-up. You set this service to automatically top-up a predetermined value, each time the balance drops below a value set by you. You can also control the frequency and value of the top-up.

I have changed billing address. How do I update it?

You can now manage your entire Lyca Mobile account, including changing the registered address, online at www.lycamobile.co.uk.

Alternatively, you can also change your address by emailing cs@lycamobile.co.uk with your full name, date of birth, Lyca Mobile 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?

Our website is best enjoyed using Internet Explorer or Google Chrome. Please avoid using other web browsers like Firefox or Opera. If the problem still persists, please contact our customer service on 0207 132 0322 from any network or 322 from your Lyca Mobile number.

I made a top-up using PayPal. Why hasn’t it come through on my account yet?

Making an Online Top-up with a debit or credit card is instant, whereas transactions using PayPal may take up to ten minutes to appear on your Lyca Mobile account.

How can I pay online with a debit or credit card?

To pay online using a debit or credit card, you must have the following details:

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?

After your card has been registered, you can simply dial 321 and use our Interactive Voice Response to top-up over the phone using your credit or debit card.

Airtime Transfer

How do I transfer credit to my family in another country?

To send INR100 to an Indian customer, simply dial **207*0091xxxxxxx (country code followed by 10 digit mobile number) and then *1#

*The number 1 at the end of the code represents the equivalent amount of GBP in your Lyca Mobile credit and this amount will be debited from your mobile credit.

You can also complete an Airtime Transfer using My Lyca Mobile on our website.

Is there a limit on how much I can transfer to someone using Airtime Transfer?

There is no set limit for the Airtime Transfer. However, since this involves transferring calling credit across countries, certain international laws will be applicable. It will also depend on the usage patterns. Lyca Mobile reserves the right to block or restrict transactions.

How much does Airtime Transfer cost me?

This is a free service for all Lyca Mobile customers; however, the standard currency exchange rates would apply. Please visit our website to check the exact value of currency applicable for the country you are trying to transfer credit to.

What is Airtime Transfer?

Lyca Mobile’s Airtime Transfer service allows you to securely transfer mobile credit from your Lyca Mobile account to any mobile number in over 50 countries. This means that you can transfer credit to your friends and family abroad, irrespective of whether they are with Lyca Mobile or not.

Emergency Alert Information

What are Emergency Alerts?

Emergency Alerts are a public information service that have been developed by the Government to alert citizens to emergencies, both nation-wide and in their local area, that represent a severe threat to life and/or property.

The technology used allows a message to be broadcasted to a defined area, meaning any device in, or entering that area immediately receives the message, detailing the emergency and actions people need to take to ensure their safety.

Their purpose is to help save lives in emergency situations by issuing a warning and clear instructions about how best to respond. While the alert service will initially be used as part of the Government coronavirus response capability, it could also serve a wider purpose and be used as an emergency response for other scenarios, such as severe flooding or terror attacks. Emergency Alerts is the Government’s way of warning people when lives are in danger.

What do the messages look like?

Emergency Alerts appear on your device’s home screen. You must acknowledge them before you can use your phone’s other features. They appear as a notification and will include telephone numbers or website links containing further information. A loud, siren-like sound and vibration will accompany the message to raise awareness of the hazard or threat.

What should I do when I receive an Emergency Alert?

Read the content carefully. An Emergency Alert is likely to include a link to gov.uk/alerts where further information is contained, and/or a helpline. Alerts are sent to warn you when lives are in danger, and potentially, in some cases, for test purposes. Take the appropriate action as directed and consider alerting others in the area who may not have received or seen the message.

Why are the Government not using SMS?

Emergency Alerts offer several advantages over SMS

Speed of delivery – After the alert is sent from the issuing authority, the public should receive the message in about 4 to 10 seconds. In comparison, the delivery of the GOV.UK coronavirus SMS messages sent in March 2020 took over 48 hours, as they needed to be batched to avoid congestion on the networks.

The Government releases Public Warning Cell Broadcast Messages via the Cell Broadcast Entity (CBE). Once created this typically takes 1 second to send.	The Mobile Network operator checks the broadcast area against its network using the Cell Broadcast Centre (CBC) and identifies the masts from which to broadcast. This typically takes around 3 seconds (4G network).	The user in the target area in range of the mast broadcasting the message receives the alert on their mobile device.

Targeting of messages – Emergency Alerts allow a message to be broadcast to a defined area, meaning any device in or entering that area immediately receives the message.

Security – the public can be fully confident that only authorised organisations are able to send the messages.

Privacy concerns – No personal information (such as telephone number, identity, or location) is used in the sending of any public alert message. [This has been validated by the Information Commissioner’s Office (ICO) who can provide further information if required.]Effectiveness – the messages use a distinct tone and vibration that is hard to ignore and conveys urgency. The messages are designed to encourage recipients to act.

Future proofed – Emergency Alerts are fully supported by international ‘standards’ bodies, so the technology can be updated as new features are developed. If travelling to another country with the same system, you will receive alerts there too while you are within their borders.

Impact on the mobile network – The resources required to send a message are minimal, creating no network congestion for mobile networks.

Is my privacy and security protected?

No personal information (such as telephone number, identity, or location) is used in the sending of any Emergency Alert. This has been validated by the Information Commissioner’s Office (ICO) who can provide further information if required. The technology used allows a message to be broadcast to a defined area, meaning any device in, or entering that area immediately receives the message. Emergency alerts are therefore one-way and do not provide any feedback on the recipients’ location or whether they have received an alert. The recipients’ telephone numbers and specific locations are not required, known, or used, and no personal information on recipients of Emergency Alerts is shared by the Mobile Network Operators and no personal information is gathered by the government or the Mobile Network Operators.

Will alerts sent to my mobile phone tell authorities where I am or be used to gather data about me?

No. Emergency Alerts are one-way and do not provide any feedback on your location or whether you have received an Emergency Alert. No data is being gathered about you, your phone, or your location. No personal information is gathered by the government or the Mobile Network Operators on recipients of Emergency Alerts.

Will all the Mobile Networks provide Emergency Alerts?

Emergency Alerts will be sent across all networks.

Do I need to download an app?

Emergency Alerts do not require an App to be downloaded. However, depending on your device, you may need to download the latest software to ensure your device can receive the Alerts.

Is it used elsewhere?

Emergency Alerts have been adopted by many countries internationally as alerting capability. These countries include the USA, Netherlands, Canada, New Zealand, South Korea, and Japan.

Will Emergency Alerts be available in Wales, Scotland and Northern Ireland?

Emergency Alerts will be available in all the four nations.

Is there a charge to receive an Emergency Alert?

There are no charges to receive Emergency Alerts. Alerts are sent on a specific channel that is separate from normal text and data traffic. While the alerts may look like text messages, they are not and will not be charged to your bill like text messages.

Will this new service affect my battery life?

Emergency Alerts should not negatively affect your phone’s battery life. Most people will receive them infrequently.

Can I reply to an Emergency Alert?

No, the messages are one-way only. Check the contents of the message for links to further information on GOV.UK or contact numbers.

What should I do if I receive a message while driving?

You MUST NOT hold a mobile phone while driving or riding a motorcycle. It is illegal to do so. You must have hands-free access such as voice command, a dashboard holder or mat, or a windscreen mount and the device must not block the driver’s view of the road or the traffic. You should not read or otherwise respond to an emergency alert whilst driving or riding a motorcycle.

Please be aware, the alert will appear on your device for 20 seconds and you will hear a loud siren-like sound for up to 10 seconds; if you are driving, you should continue to drive and not respond to the noise or attempt to pick up the mobile phone and deal with the message. Find somewhere safe and legal to stop before reading the message. If there is nowhere safe or legal to stop close by, and nobody else in the vehicle to read the alert, tune into live radio and wait for bulletins until you can find somewhere safe and legal to stop.

You must stay in full control of your vehicle at all times. The police can stop you if they think you are not in control because you are distracted, and you can be prosecuted. The law still applies if you are stopped at traffic lights, queuing in traffic or supervising a learner driver. You can, however, use a hand-held mobile phone if either you are safely parked or need to call 999 or 112 in an emergency, and it is unsafe or impractical to stop.

What languages will messages be broadcast in?

The primary language will be English. Sending dual language English/Welsh messages is also possible. The Government will continue to investigate the use of the technology for messages sent in other languages to increase the effectiveness and reach of the service.

How many people will it reach?

The Government wants to make sure these alerts reach as many of the target population as possible. Anyone with a 4G capable device in the targeted region will receive the alerts.

Will Emergency Alerts work on all devices?

Emergency Alerts should be received on most devices. However, there are some factors which might mean you will not receive an alert. These include: 1. Where a device connects to 3G or a 2G signal this can often happen inside buildings. A device needs to be on 4G or 5G to receive the alert. 2. The device does not have the latest software update, or the software update has not been released (older devices have a slower update cycle).

3. The device is not able to receive the alerts as it is no longer supported.

4. The device is not a 4G-enabled device.

5. The device was switched off.

6. The device was not connected to a mast broadcasting the Emergency Alert.

Do I need to update my phone to receive Emergency Alerts?

Yes, if it does not have the latest software. Most newer phones (from 2015 onwards) can receive the messages if they have the latest software update. Phones over 6 years old are likely to require some changes to the settings by the user as has been the experience in other countries. Older models of Apple (before iPhone 6S) that do not support iOS 14 and older models of Android (generally older than Android 9 / Pie) will not be able to receive Emergency Alerts.

How do I check if my handset is compatible?

The following options will be visible when you update your phone to the latest software.

For iPhones:

1.Open Settings.

2.Select Notifications.

3.Make sure the “Emergency Alerts” toggle is on.

For Samsung phones: Individual phones may vary, depending on which software version a customer is on.

• Android 11: Settings > Search for “emergency alerts” OR Settings > Notifications > Advanced Settings > Wireless Emergency Alerts.

• Android 10 and older OS versions: Messages app > Settings > Emergency Alert settings > Emergency Alerts

For other Android Phones:

The Emergency Alert settings are dependent on the manufacturer and model. Generally the settings can be found through one of the following ways:

1. Open Settings, select Sounds and select Advanced. You should see an option for Emergency Broadcasts.

2. Open Settings, select Wireless & Networks and select More. You should see an option for Cell Broadcasts.

3. Open Settings and select General Settings. You should see an option for Emergency Alerts.

4. Open the text message app and select Message Settings. You should see an option for Emergency Alert Settings.

Your alert settings may be called a number of different names including Emergency Alerts, emergency broadcasts, or extreme threats or severe threats.

What if my phone can't receive Emergency Alerts?

Emergency Alerts are just one of many tools the Government can use to communicate with the public about Coronavirus and other emergency situations. The service will be one source of information in the event of a life-threatening emergency. Existing procedures will still be in place, so those without a mobile will still be made aware through the news and local emergency services, for example.

As part of the public information campaign, the Government are working closely with community leaders and stakeholders to ensure that those communities and people who are less likely to have a mobile will be able to access the information distributed through the alerts. You are advised to identify someone who lives near you who can inform you of any Emergency Alerts being sent.

Does it matter what network my phone is on?

No. Emergency Alerts will be sent across all networks.

Are you using all the network types, like 2G, 3G, 4G and SG?

The initial roll out will be on 4G and 5G networks and handsets. Following this, the benefits of rolling out to 2G and 3G networks will be considered by the Government, bearing in mind the shrinking market handsets of less capability.

What sort of Emergency Alert might I receive?

Future messages are expected to include environmental hazards like flooding, industrial hazards and other life-threatening or major incidents.

How frequently might I get them?

The likelihood of receiving a message in any given year is low. The most frequent use is expected to be for flooding, but frequency depends on your personal proximity to threats.

Can I opt out?

It is strongly recommended that people do not opt out of the service, as it is intended to warn you when lives are in danger. Emergency Alerts use a number of channels and the ability to opt in or out is determined by the channel type:

• Government Alert. This is a mandatory channel and it is not possible to opt out.

• Emergency Alert:

1. Extreme

2. Severe

It is possible to opt-out of these channels but the Government would encourage you not to.

You may also see an option for:

• Test alerts – by default you are opted out

• AMBER Alerts – these are not currently used in the UK

• Public Safety Alerts – these are not currently used in the UK

It is not possible to opt out of alerts by type of hazard, for example only receiving messages about flooding but not for industrial accidents.

If I'm on a call or using my phone, like watching a video or using Facebook when an Emergency Alert is sent, will I receive it?

Yes you will receive the Emergency Alert no matter what you are using your phone for.

Will I receive a message if I am using my phone as a sat-nav system?

Yes an Emergency Alert will display as a message if a user is using an App e.g. maps for navigation. See below for an example of how this appears.

I am visually or hearing impaired, will I know when I receive an Emergency Alert?

Yes. Emergency Alerts are designed to attract attention. This means compatible phones use a loud, siren-like sound so people with visual impairments are not excluded. Some phones will also read out the message and can override volume settings. Emergency Alerts also use a distinct vibration type. Testing with users who have hearing aids demonstrated that the reserved tone is pronounced for those individuals in a unique way. For those with visual impairments screen magnification will also facilitate reading an Emergency Alert.

Will this new service disadvantage some individuals or groups?

Emergency Alerts are just one of many tools the Government has to communicate with the public about Coronavirus and other emergency situations. The service will be one source of information in the event of a life-threatening emergency. Existing procedures will still be in place- for example those without a mobile will still be made aware through the news and local emergency services.

As part of the public information campaign, Cabinet Office are working closely with community leaders and stakeholders to ensure that those communities and people who are less likely to have a mobile will be able to access the information distributed through the alerts. It is advised that you identify someone who lives near you who can inform you of any Emergency Alerts being sent.

How will I know that the alert is genuine and not a scam to get me to do something (i.e. leave my house for my own 'personal safety')?

The alert has a unique set of characteristics that cannot be replicated by an SMS message. The message originates from the emergency services and cannot be sent by members of the public.

Your phone will emit a loud siren-like sound and vibrate extensively with the alert itself showing up as a pop-up on your screen. The message will include a link to gov.uk/alerts, where people can verify that an alert has been issued. Every alert issued will be listed on gov.uk/alerts. If you receive an alert but are still in doubt to the origins of the message go to gov.uk/alerts or check with neighbours, or friends and family in the nearby area to check whether they too have received it.

Can I trust the phone numbers and website links in the messages?

All Emergency Alerts will include a phone number or a link to gov.uk/alerts where further information will be available. Emergency alerts can only be sent by emergency responders or the Government.

What time will Emergency Alerts arrive?

Where possible, messages will be sent out during normal waking hours. However, there may be situations where messages need to be sent overnight (for example for severe flooding) where it is vital to inform you as soon as possible.

What happens if my device is in airplane mode, turned off or out of battery?

In this case you will not receive an alert. However, once your phone has power, is switched on and connected to the network, it will receive the Emergency Alert assuming it is being broadcast at that time and the threat has not passed.

Will my iPad or 4G enabled tablet receive the messages?

4G or 5G enabled iPads do not support Emergency Alerts, so you will not be able to receive Emergency Alerts on an iPad device, but you will receive Alerts on a 4G or 5G enabled Apple Watch. Other 4G sim card-fitted tablet devices with the latest software should get alerts if they have the latest software update, as will Samsung watches.

Where has my Emergency Alert gone?

If you received an Emergency Alert, you may still be able to view it on your phone after you have acknowledged it. On Android phones, the alert may be found in the Messages app. For iPhone users, the alert will be in your notifications. Access your notifications by swiping down from the top of your screen. If you delete your notifications, the alert will also be deleted.

What should I do if I keep getting the same Alert?

You may receive the same Alert multiple times if you have an Android device that is set to remind you about alerts. Check your phone’s settings to turn this off.

Why don't you text me instead?

Emergency Alerts have been chosen as it is reliable in an emergency. Emergency Alerts uses a dedicated signal, so it is not affected by network congestion. Unlike SMS messages, Emergency Alerts are also very secure and don’t require the private details of recipients. Emergency Alerts are free and easy to access — there is no need to download an app or subscribe to a service.

A vast majority of new phones sold by UK mobile network operators will be capable of receiving Emergency Alerts.

We now give you 5G

All Lyca Mobile plans now come with 5G, so you can enjoy the best mobile internet experience available

What is 5G?

5G is the latest generation of mobile internet technology. Using more of the radio spectrum, it allows more devices to access the mobile internet at the same time.

It means you get much faster download and upload speeds, streaming with almost no buffering, and near-instant connection without lag.

How do I use 5G?

To use 5G, your handset needs to be 5G-enabled and you need to be in an area with 5G coverage.

Lyca Mobile offers 5G in over 150 towns and cities in the UK – on Android and iOS devices.

See our coverage checker for an idea of 5G coverage in your area.

Will I be charged extra?

There are no additional charges for using 5G. It is an improvement to our services that you can get as standard.

5G update for Lyca Mobile T&Cs

5G availability is subject to handset model and location. Supported on Android and iOS devices running the latest software.

eSIM

What is an esim?

An eSIM is a convenient SIM card that’s integrated directly into your phone. Unlike traditional plastic SIM cards, the eSIM stores all the data needed for your device to connect to the LYCA Mobile network without the need of insertion and removal from the handset.

What’s dual sim with eSIM?

Dual SIM phones with eSIM enable users to have two phone numbers on one device. These phones contain both a physical SIM card and an eSIM, allowing for access to multiple data networks and their plans. This is convenient for people who utilize different phone lines for various reasons or who often travel abroad.

Can I get LYCA eSIM on Pay As You Go?

Yes! We offer both Pay As You Go (prepaid) and Pay Monthly (post-paid) to our customers, as long as their phones are compatible with the eSIM technology.

Which devices support eSIM?

Starting with the iPhone XS and continuing through to the latest iPhone 14 Pro Max, all iPhone models now have the capability to support eSIM. Similarly, iPads and tablets, such as the iPad Air, iPad Pro, and Microsoft Surface Pro X, also support eSIM. There are also numerous Android phone models that support eSIM, including Samsung, Huawei, Pixel, Motorola, Xiaomi, Sony, and others. Click here to access a complete list of phones compatible with Lyca eSIM.

Where Lyca eSIM can be purchased?

You can purchase Lyca eSIMs online on https://prepay.lycamobile.co.uk/en/esim/ or through any retail shop selling Lyca Mobile SIM.

What is the eSIM QR code?

A QR code is a type of barcode used for quick and easy access to information using a smartphone. To use it, simply scan the unique code with your phone’s camera and the relevant information will be sent back to Lyca, enabling us to add an eSIM profile onto your device in a safe and secure manner. There’s no need to download any additional apps as the QR code reader is built into your phone.

If I'm using both my physical sim and eSIM, does that mean I have two mobile numbers?

Yes, if you have both a physical SIM card and an eSIM, then that means you have two separate mobile phone numbers. A mobile number will be active only on one of SIM type eSIM or physical.

Do LYCA eSIMs support 5G?

Yes, it supports mobile phones that are compatible with 5G.

How do I activate my eSIM that I ordered online via Lyca Mobile website?

Here are the steps to activate your eSIM:

After ordering your eSIM online with bundle plan via Lyca Mobile, you will receive a confirmation email
The email will contain a QR code for activating your eSIM
Depending on your phone model (iOS, Android, Samsung Smartphone, Huawei etc.), follow the instructions below to successfully activate your eSIM

A. iPhone You’ll need a Wi-Fi/Mobile Data connection on your phone and an eSIM activation card with a QR code from Lyca Mobile. To download your eSIM, open your camera app, point the camera at the QR code, and follow the prompts. If you can’t scan the QR code through the camera scanner, follow the below steps:

Connect to Wi-fi
Go Settings
Mobile data
Add eSIM (Click it will open the QR code scanner)
Follow the prompts to scan the QR code on your eSIM activation card from Lyca Mobile

B. Samsung Smartphone You’ll need a Wi-Fi/Mobile Data connection on your phone and an eSIM activation card with a QR code from Lyca Mobile. To download your eSIM, open your camera app, scan the QR code, and follow the prompts. If you can’t scan the QR code through the camera scanner, follow the below mentioned steps:

Connect to Wi-Fi
Open Settings
Select Connections
Select SIM card manager
Select Add mobile plan
Follow the prompts to scan the QR code on your eSIM activation card from Lyca Mobile

C. Google Smartphone You’ll need a Wi-Fi/Mobile Data connection on your phone and an eSIM activation card with a QR code from Lyca Mobile. To download your eSIM, open your camera app, scan the QR code, and follow the prompts. If you can’t scan the QR code through the camera scanner, follow the below mentioned steps:

Connect to Wi-Fi.
Open Settings.
Choose Network & Internet.
Select the plus sign (+) next to Mobile network.
Select Download a SIM instead.
Follow the prompts to scan the QR code on your eSIM activation card from Lyca Mobile.

D. Huawei You’ll need a Wi-Fi/Mobile Data connection on your phone and an eSIM activation card with a QR code from Lyca Mobile. To download your eSIM, open your camera app, scan the QR code, and follow the prompts. If you can’t scan the QR code through the camera scanner, follow the below mentioned steps:

Connect to Wi-Fi.
Open Settings and look for Mobile Network.
Choose SIM Management.
Add eSIM.
Select Type – eSIM
Follow the prompts to scan the QR code on your eSIM activation card from Lyca Mobile.

I’ve accidently deleted my eSIM from my phone, what do I do?

Please call Lyca Mobile customer service

What do I need to do when I upgrade or change my phone?

Please call Lyca Mobile customer service

I ordered Lyca Mobile Free eSIM without a Plan or Topup, can I activate my eSIM?

Yes, you can activate your eSIM without a plan or top up. After you purchase the eSIM from our website, you will receive a confirmation email with a QR code. Scan the code and install the eSIM on your device. Once your eSIM is installed, it is activated and ready to use – but only after you purchase a bundle plan or top up. Without that, your eSIM won’t be able to make calls or access data networks. For an easy start with your new eSIM, we recommend buying a bundle plan from our website while purchasing your eSIM. That way you can get started instantly and save time!

I am Lyca Mobile customer and have a physical SIM how do I swap it with an eSIM ?

It’s easy to switch from a physical SIM to an eSIM! Here’s what you do:

Go to Lycamobile.co.uk and order a free eSIM
Once you have bought it, you will receive a confirmation email with a QR code
Scan the QR code and install the eSIM on your device
Login to your Lyca Mobile account from our website
Go to Account Manager section
Click on “SIM Swap” option on the navigation panel on the left
Select the option to switch from a physical SIM to an eSIM

Bundle and Credit Reservation

What is credit reservation? And why has my credit been frozen?

Credit reservation is a new system we have introduced to automatically reserve credit paid for by top-up voucher or debit card in your Lyca Mobile account for the purpose of activating a rolling Pay As You Go (PAYG) plan or queued Lyca Mobile plan.

When you do not have enough credit in your balance for our system to automatically renew/activate your requested plan, our system will now automatically reserve any existing Lyca Mobile account credit until you’ve topped up enough balance to renew/activate the requested plan.

This is to prevent you from accidentally using services at PAYG standard rates without your knowledge (for example, data used by apps for alerts and background refreshes).

We will notify you that credit reservation has taken place on your Lyca Mobile balance. Any chargeable calls will divert to customer service, so you can release your balance.

For example: you purchase a €20 30-day plan. When the expiry date arrives, you only have €8 credit shown in your balance. With our credit reservation, your balance will automatically be reserved at €8 – and you will be sent a text message letting you know. If you then top-up €15 (bringing your total balance to €23) the system will automatically active your €20 plan. Your new plan will begin, and you will have €3 balance to use for out-of-plan services.

What if I have activated my plan using a debit/credit card?

If you have activated your plan using a debit/credit card, unfortunately our credit reservation system does not support this payment method at the moment. We hope to change this soon. If you wish you can change your payment method by logging into your Lyca Mobile account.

What happens to the services when credit reservation causes my Lyca Mobile account balance to be reserved?

When your account balance is reserved due to credit reservation, your Lyca Mobile services will be limited to non-chargeable calls and texts. This includes incoming calls, texts, customer service calls, and any free calls/texts – eg freephone numbers and free data (where applicable). Any additional unexpired Lyca Mobile plan will still continue to be available to you until it expires.

How do I release my Lyca Mobile account balance when credit reservation has activated?

To deactivate credit reservation and release your balance, text CANCEL to 5309. Your scheduled plan will be cancelled and reserved credit, if any, will be available for use at PAYG rates or for a plan you have enough credit for.

How can I check my balance to see my credit reservation?

When credit reservation starts for your number, your reserved balance amount will be in the SMS notification sent to you.

Please refer to the notification text or call customer service for your reserved balance.

Our credit reservation system does not currently support balance display – this is coming in a future update. If you check your balance after receiving a credit reservation notification message – via our call system, mobile app or your online account – it will display as having no funds.

However, any balance you had before credit reservation activated will be displayed immediately once you deactivate the credit reservation.

How does credit reservation work if I have multiple Lyca Mobile plans active on my Lyca Mobile account?

Credit reservation activates on a per-plan basis.

If you have more than one Lyca Mobile plan active, with auto-renewal or a plan queued, and not enough call credit in your balance, the first plan to expire will automatically trigger credit reservation and reserve your Lyca Mobile balance.

Your second Lyca Mobile plan will still continue to be available to you until it expires.

You will be notified of any credit reservation on your Lyca Mobile balance that takes place.

What if I want to activate a different plan – not my current or queued plan?

To activate a different plan to your current or queued plan, please contact customer service or call via 322.

When credit reservation is active, if you top-up a sufficient amount for your current or queued plan, that plan will automatically be re-activated using the reserved credit and the balance of the top-up.

If you stop credit reservation and release your balance, you are free to top-up a new or existing plan, start a new plan, or use Pay As You Go services as you choose.

Can I disable auto-renewal before credit reservation activates?

Yes. You can disable auto-renewal on your Lyca Mobile plan(s), and this will also stop credit reservation from activating.

However, by disabling auto-renewal, any discounts or benefits which are conditional on auto-renewal may be lost. Please review your plan and agreement before cancelling auto-renewal.

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