FAQ

If you have activated your SIM PIN code and then enter 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 632100321 and they will be happy to help you.

If your mobile phone screen shows any of the following when you first put your Lycamobile SIM in your phone: 'blocked', 'barred', 'incorrect SIM' or 'SP lock', your mobile may be locked to another network. 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.

Lycamobile SIM cards and top-up vouchers are available from thousands shops throughout Spain.

Shops include CSQ Non Stop Shops, Disa Shop, Cabinas Telefonics, Epay, Estancos, Euronet, First Data, H24, Red 30 Mil, Tele Recarga, Movistar and many more.

Yes you can. You just need to follow a few simple steps to keep your old number:

• Call your old network provider and inform them that you want to move to a different network.
• Call Lycamobile Customer Care from your mobile on 321 or a landline on 632100321.
• Our agents will then arrange for your old number to be brought to 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 dialler button. Instead of a 00 you can also use a "+".

Please note that most premium voice and text services in other countries can not be reached from a mobile phone service when calling from outside that country.

If your mobile phone screen shows any of the following when you first put your Lycamobile SIM in 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 customer services team on 632100321 for expert advice.

We automatically deactivate SIM cards if you do not use them to make a call, send a text or top up for more than 60 days. Unfortunately these SIM cards cannot be reconnected and the mobile number also stops being available for you to use after this time.

• Roaming services are already automatically activated and they should work as soon as you go abroad.
• If you experience any problems, turn off the handset, turn it back on and this should usually fix the problem. If your problems persist, please contact Customer Service on 321 (or 93#)

Auto top-up is 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.
• Do a top-up using your debit or credit card.

While processing a payment, please select the Auto Top-up service and set the minimumlevel 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 automatically betopped-up.