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General enquiries

General enquiries

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.

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.

How can I register my Lycamobile SIM card?

You can register your SIM card by visiting My Account section. Please remember to have your PUK number handy.

Is it mandatory to register one’s details to use Lycamobile services?

While it is not mandatory to register your details, 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.

Where can I find my Lycamobile number?

Once you' ve inserted your new Lycamobile SIM, you can view your number by dialling *132#.

Do you offer contract services?

No, at the moment we offer only Pay As You Go services, however we do have various offers.

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 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.

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 131 from your Lycamobile number.

I would need a copy of my itemized bill for my reference, how can I get that?

To get your itemized billing copy sent to you, please call Customer Service at 141 from any Lycamobile number. Please note that you need to be a registered customer to get the itemized bill copy.

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 141 from any Lycamobile number.

Handset

Handset

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 5808 2694 if you are unsure about your handset.

Do you provide a Lyca SIM with a handset?

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

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 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.

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 0377881276 and our team will return your call.

My phone shows emergency calls only…

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

I am not getting complete coverage in a few places…

The network coverage is heavily dependent on location & our network partners. We request you to keep trying and if the problem persists, to report the same to our Customer Service department at 141 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 141 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 not working in your handset while other SIMs do, it might be an issue with your handset provider; or the mobile phone could be locked to only accept SIM cards from a particular service provider. Kindly contact the handset dealer for more assistance.

Voice

Voice

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

Can I make Premium Calls Using Lycamobile?

No we do not offer Premium Calling as part of our product offering.

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.

How to check the call rates?

From our website.

How can I deactivate my voice mail service?

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

How much does it cost to access the voicemail?

Calls to access the voicemail are free.

SMS

SMS

Can I send Premium SMS using Lycamobile?

No we do not offer Premium SMS or Premium Calling as part of our product offering.

Why can’t I send or receive SMS?

Please make sure your enough credit to send SMS first. If you still can’t send or receive SMS, please check the Message Centre Number (MCN) in your SMS setting – it should be +85252340111 for Lycamobile HK. If you see a different number, enter this number and turn your handset off and on. After switching on your mobile phone, please try to send SMS again. If the problem is not solved, please contact customer service.

How do I send a text message from Hong Kong 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 "+".

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.

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 *131# and then pressing the call button. If the problem persists, kindly contact our Customer Service team at 141 from any Lyca number.

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. If the problem persists, kindly contact our Customer Service team at 141 from any Lyca number.

Will I be able to access the Internet while roaming?

Yes. But international roaming may be charged at a higher rate. Please check our website for more information.

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 data in 4G?

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 141.

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

Yes, kindly call us at 141 with a valid email ID and we will be able to send the settings to the requested email address.

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”.

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.

Top up enquiries

Top up enquiries

Where can I buy a Lycamobile SIM or Top-up My Balance?

You can purchase Lycamobile SIM & Top-up vouchers at various locations in Hong Kong as well as on our website.

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; alternatively, you can top up over the phone by calling us at 131 from your Lycamobile number.

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 141 from your Lycamobile number.

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.

Bundles and rates

Bundles and rates

How do I activate a National bundle on my Lycamobile?

Kindly visit our website for the specific activation code for the bundle that you are interested in or you can always call Customer Service at 141 from your Lyca number.

Will a Bundle purchase be considered a top up?

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

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

Please remember that you can always dial *131# 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 *131# from your Lycamobile or call 141 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.

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 151 from your Lycamobile number.

Does a bundle have an expiry date?

Yes, the expiry details are mentioned on the website (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.

I have activated a bundle and have used it all up. Can I activate the same bundle again?

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

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 141 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 or you can also call our Customer Service department at 141 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.

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 or call our Customer Service department at 141 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.

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.

SIM Lost

SIM Lost

I lost my SIM card and want the same number back, how can I do that?

You can receive a new SIM card by ordering it online or you can buy a SIM card at any of our retail partners. Once you have the new SIM card, please call our Customer Service department at 141 (if calling from a Lycamobile number) or 5808 2694 (if calling from any other number) with the PUK 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 if you are a registered customer you may login to your My Lycamobile account and check your dialed numbers. For more details kindly contact Customer Service at 141 from your Lycamobile number.

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

Please contact Customer Services on (+852) 5808 2694 as quickly as possible and one of our advisors will help you.

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.

Portability

Portability

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

Please get in contact with one of Lycamobile Sales Agents, they will explain you the porting procedure, alternatively kindly visit Transfering Your Number on our website or contact the Customer Service department at 141 for more information.

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.

How quickly will a port-in request be completed?

Your port-in request will be completed in 2-3 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 one of the best rates to call internationally and use data. As the largest MVNO in the world, we operate in countries across the world and this means you can be always be in touch with your family without breaking the bank.

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 141 where we would like to hear your feedback / concerns and provide you more information regarding the port-out process.

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