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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. This will not prevent you from accessing such services via any available WiFi connection.”

 

Why I cannot send/receive SMS?

Firstly, please make sure you have enough credit to send SMS.

If you still can’t send/receive SMS please check the Message Centre Number (MCN) in your SMS settings – it should be +393510000111. If you see a different number, enter +393510000111, turn your handset off and on and re-try sending any unsent SMS. If the problem remains please contact Customer Services.

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 which 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.

Forgotten 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 retain it for safe keeping.

If you have already joined My Lycamobile you can also find your PUK code displayed there – click here to login.

If not please call our Customer Services team on +39 06 45 21 2322 and our team will return your call.

What is My Lycamobile?

My Lycamobile is a way of monitoring your calls and texts online. You can join from this website and gain access to lots of useful tools.

Where can I find my Lycamobile number?

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

  • dialling *132#

Can I keep / transfer my existing mobile number?

To keep your old phone number, click on this link to download the POA form

Fill the form and send it, together with a copy of your ID and CF
 

  • to the below address
    Lycamobile S.r.l.,
    Via di Valle Lupara 10,
    00148 Roma.
  • or cs@lycamobile.it
  • you can also send a fax to 800 177 888

We will then be able to process your application.

Please note: it can take up to 3 working days for your number to be transferred.
However, you can still make and receive calls on your temporary Lycamobile number.

Do calls have a connection charge?

Yes, we have a connection charge:

  • €0.18/call for national calls and
  • €0.16/call for international calls with SMART Offer or €0.18/call with standard tariff.

To find out more about our prices, please visit “National Rates” and “International rates” section in this website.

How do I contact someone if I have a problem?

Visit the Contact us page for full details of the various ways you can get in touch with us, or simply call 40322 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, this is called SPAM.
Unfortunately, Lycamobile is unable to prevent you from receiving these unwanted messages, unless you want to ban all text messaging. These companies have sophisticated ways of obtaining mobile phone numbers. One way to avoid SPAM is to be careful about what sites you give your mobile number to.

Why is there a flashing envelope on my mobile?

The flashing envelope indicates your text memory is full. This will usually prevent you from receiving more text messages until you have deleted a few old ones. You can delete messages from the Inbox, Sent or Draft folders to free-up some storage space. The number of messages you can store will vary from one handset to another.

How much does it cost to call Lycamobile Customer Services?

Calling Customer Services on 40322 from your Lycamobile is free of charge. Calls to +39 06 45 21 2322 from any other network are charged at your service provider's standard national rate.

How do I make an international call with Lycamobile?

When it comes to making international calls, Lycamobile works in the same way as other mobiles or fixed line phones. Simply dial the number you need: 00 followed by your country code, then your area code and then the phone number and press the call button. Instead of a 00 you can also use a "+".

Please note: 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 Italy 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 +39 351 000 1322 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 +39 06 45 21 2322 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 Italy:

  • dial 40121.

How do I activate roaming facility using Lycamobile?

Roaming services are automated and they should work as soon as you travel abroad. If you are unable to access the same, kindly restart your phone and you should be able to use the services without any problem.

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

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

How do I set up Auto Top-up?

Auto Top-up is the best way to always stay connected to your friends and family without running out of credit. To set up Auto Top-up, you need to

  • Log on to MY LYCAMOBILE.
  • Complete a Top-up using your debit or credit card.

While processing a payment, please select the Auto Top-up service and set the minimum level of credit you want on your phone at all times. You can also choose from €5, €10, or €20 for your Top-up.

When your credit falls below your minimum level, your phone will be automatically Topped-up.

How can I deactivate my voice mail service?

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

How to check the call rates?

On our website: http://www.lycamobile.it/en/internationalrates
Or
Dial *136* Phone number with country code# from your mobile  
e.g. *136*00393510123456#

How can I check my allowance?

You are able to check your allowance at any time by dialling *137# (then press call) entirely free of charge from your Lycamobile phone.

How can I check my Free Minutes and Free SMS allowance?

You are able to check your Free Minutes and Free SMS allowance at any time by dialling *135# (then press call) entirely free of charge from your Lycamobile phone.

I would like to know the balance on my Lyca SIM card and also how much allowance I have left (minutes, texts or data), how can I do that?

You can always check your available balance/allowance by dialing *131# from your handset. Alternatively, you can call our Automated Voice response at 40321 from your Lycamobile number.

How can I check my billing details?

To check your billing info and to manage your Lycamobile account, please register your SIM 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 40322 from your Lycamobile number.

I do have balance in my phone but I my getting an error that I do not have sufficient balance and the call is not connecting. How do I fix this?

The Lyca SIM is set up to intimate customers when the balance reduces below a set level and that is why you may receive this error. However once you disconnect the first attempt and try again the call will go through as long as there is enough credit. If the problem persists kindly call Customer Service at 40322 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 Lyca 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.it for the specific activation code for the bundle that you are interested in or you can always call Customer Service at 40322 from your Lyca number.

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

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

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

Yes, you will get a message confirming your bundle activation. Please start using the bundle only after you receive the same, failing which you may be charged under standard tariffs.

If you did not receive a confirmation message, you can always check you bundle allowance by dialing *137# from your Lycamobile or call 40322 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 www.lycamobile.it (T&C).

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

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

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 40322 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.it or you can also call our Customer Service department at 40322 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 save you the trouble of remembering to top up your account. However, you do have an option to cancel Auto renewal by dialing *190# at least 24hrs before the bundle expiry date.

I am using the same bundle for a long time, why is it that the bundle has now changed?

To ensure that we offer the most competitive bundles to our customers, we update our rates as often as possible. For the most updated information on our rates and bundles, please visit our website www.lycamobile.it or call our Customer Service department at 40322 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, how can I do that?

You can buy a new SIM card at any of our retail partners. Once you have the new SIM card, please call our Customer Service department at 40322 (if calling from a Lycamobile number) or +39 0645212322 (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, how can I do that?

We don’t have the option to get your contacts back, however you can check your dialled numbers via our website www.lycamobile.it if you are a registered customer with a My Lycamobile account. For more details kindly contact Customer Service at 40322 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 40322 (if calling from a Lycamobile number) or +39 0645212322 (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

Can I transfer my number from my current network (Vodafone, TIM etc…) to the Lyca network?

Yes, you can transfer your old number to Lycamobile.

If you do not yet have a Lycamobile number, you can purchase a new Lycamobile SIM card at any of our retail partners.

You can ask to transfer your number at the moment of purchase. Alternatively, you can find the request form on our website http://www.lycamobile.co.uk/en/transferyournumber. Kindly print the form and send it, filled in all its parts, to email address cs@lycamobile.it, together with a scan of your ID.

You can alternatively send your request via fax to 800 177 888. Once we will get your request , if all details are correct, the transfer will be effective in 3 working days.

When I port-in from another network, can I transfer the credit that’s on my old SIM card?

It is possible, unless tariffs applied by your previous network provider. Please check your previous network provider’s T&C.

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

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

How quickly will a port-in request be completed?

Your port-in request will be completed in 3 business days, but this timeline also depends upon the previous network provider and may be extended.

Do I get any benefits if I transfer my number to Lycamobile?

Yes, we offer the best rates to call internationally. As the largest MVNO in the world, we operate in 17 countries and this means you can be always be in touch with your family without breaking the bank. For more details kindly visit our website http://www.lycamobile.it/en/internationalrates.

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

At the moment we don’t have the option to transfer only the balance from one account to another; however you will be able to transfer the balance along with the mobile number and any active bundle as part of a SIM transfer. For more details kindly contact Customer Service at 40322 from your Lycamobile number.

I have an active bundle in my old number and my new number; if I do a SIM transfer, can I retain both the bundles?

We will be able to transfer your bundle from the old SIM however the bundle in the new SIM will be deactivated /cancelled after SIM swap.

I wish to port-out my number to another service provider. How do I do that?

We are sorry that you have chosen to leave us and would like to know why. Kindly contact our Customer Service department on 40322 where we would like to hear your feedback / concerns.
Internet Access

Internet Access

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

Kindly ensure that you have data allowance or sufficient balance available on your phone. You can always find out the exact leftover allowance on your Lycamobile SIM card by pressing *137# and then pressing the call button. If the problem persists, kindly contact our Customer Service team at 322 from any Lyca 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 when in roaming.

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

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

Will I be able to access data in 3G?

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

Do I have to manually input settings on my handset to access the internet?

Depending on your handset model, the settings will vary. For most phones you will automatically receive the settings which you will have to save for it to work.

You can manually choose the settings for your specific handset model by visiting our website or you may also call us at 40322.

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

My phone shows emergency calls only…

Kindly restart your handset and select the network manually, you may chose Lycamobile or Vodafone.

I am not getting complete converge in a few places…

The network coverage is heavily dependent on location & our network partners. We request you to keep trying and if the problem persists, to report the same to our Customer Service department at 40322 from your Lycamobile number.

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

If the SIM is damaged, kindly call Customer Service at 40322 with a brand new activated Lycamobile SIM and PUK number and we will help you to 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.
Top up Inquires

Top up Inquires

How do I top up using a Credit or a Debit card?

You can top up using a Debit or Credit card online on our website. After your card has been registered, you can simply dial 40321 and use our Interactive Voice response to top up over the phone using your Credit/Debit card.

I am unable to top up online and the page gives an error…

Our website is best enjoyed while using Internet Explorer or Google Chrome. Please avoid using other web browsers like Firefox or Opera. If the problem still persists, please raise a complaint with our Customer Service team by calling 40322 from your Lycamobile number.

I have changed my billing address, how do I update the same with you?

Did you know that you can now manage your entire Lycamobile account, including changing the registered address, online at https://account.lycamobile.it/login.aspx?lang=en?

Alternatively, you can also change your address by writing in to cs@lycamobile.it with your Full name, Date of Birth, Lycamobile Number and a copy of your ID.

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

After completing one successful top up with your Credit/Debit card, you have the option to activate the Auto Top up facility. You set this service to automatically top up a predetermined value each time the balance drops below a value set by you. Please note that you can also control the frequency and value of the top up.
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