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General

General

How long can I keep my number for if I don't use any of Lycamobile's services?

Normally we will keep your number for 120 days if you do not use our service. However, you may also keep your Lycamobile number for up to 1 year without using our service. Just dial *139*9999# from your Lycamobile and follow the instructions on the screen. Please be aware that there will be a fixed annual fee of 100 UAH, which will be deducted from your balance.

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 Lycamobile 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 +380916000110 for expert advice.

Where can I buy a Lycamobile SIM or top-up my balance?

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

How can I deactivate my voicemail service?

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

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 Lycamobile 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 Lycamobile, you can also find your PUK code displayed there – click here to login.

If not, please call Customer Services on +380916000110 and our friendly team will return your call.
 

What is My Lycamobile?

My Lycamobile 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 Lycamobile here.

Where can I find my Lycamobile number?

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

Are there any monthly or hidden charges?

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

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.

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 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.

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 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 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 Ukraine, you would dial 1100377 881276 (example is Lycamobile 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.

How do I send a text message from the Ukraine 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 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 1100377 881276 (number is Lycamobile Customer Services and is not available to text).

What mobile handsets can I use with Lycamobile?

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 Lycamobile. Please call our Customer Services team on 1100 if you are unsure about your handset.

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

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

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.

How much does it cost to access my voicemail?

Your Lycamobile voicemail service has been automatically activated.

To access your voicemail from your Lycamobile in Ukraine dial 1121 (or 91#). Calls to access the voicemail are absolutely free.

How do I activate roaming using Lycamobile?

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.

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 +380916000444 for lycamobile Ukraineraine. If you see a different number, enter +380916000444, turn your handset off and on and then retry sending any unsent texts. If the problem remains please contact Customer Services

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 Lycamobile Customer Services).

How do I check my balance?

You can always check your balance by dialling *111# from your handset. Alternatively, you can call our Automated Voice Response on 1111 from your Lycamobile phone.

How can I check my billing details?

To check your billing info and to manage your Lycamobile account, please register your SIM online at www.lycamobile.ua. 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 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 Lycamobile 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.

I have enough balance on my Lycamobile SIM. Why am I still unable to activate a bundle?

Yes,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 1100 from your Lycamobile.

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 Lycamobile 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 1100 from any Lycamobile number.

Do you offer contract services?

No. At the moment we only offer Pay As You Go services, however we do have various offers. See some of our unbeatably low-cost bundles here.

Do you provide a Lycamobile SIM with a handset?

No, we only provide a FREE 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.

How can I register my Lycamobile SIM card?

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

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.

Is it mandatory to register my details to use Lycamobile 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 Lycamobile account online, the setting up of Auto top-up, collecting itemized bill copies, changing or updating personal information and more.

Bundles and rates

Bundles and rates

How do I activate a national bundle on my Lycamobile?

Please visit our Plans page where you will find the specific activation code for the bundle that you are interested in. Alternatively, you can always call Customer Services on 1100 from your Lycamobile.

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

Please remember that you can always dial *111# to check your balance and allowance details on your Lycamobile account.

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

Yes, you will get a message confirming your bundle activation. Please start using the bundle after you receive the text. If you attempt to use your bundle before receiving the confirmation text you may be charged under standard tariffs. If you did not receive a confirmation message, you can always check your bundle allowance by dialing *111# from your Lycamobile or simply call 111 from your Lycamobile to speak to Customer Services.

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 bundle page and can be found in the terms and conditions.

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 bundle expiry date.

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

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

Can I use these minutes to call other countries?

Each bundle is specifically designed to cater to specific customers. 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 please contact Customer Services on 1100 from your Lycamobile.

Where can I find 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; for the most up to date information on our rates and bundles, please visit our website. Alternatively, you can also call Customer Services on 1100 from your Lycamobile.

I have been using the same bundle for a long time. Why has it 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 up to date information on our rates and bundles, please visit our website or call Customer Services on 1100 from your Lycamobile.

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.

SIM Lost

SIM Lost

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

You can receive a new SIM card 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 1100 (if calling from a Lycamobile) or +380916000444 (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.

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 Lycamobile account and check your dialled numbers. For more details please contact Customer Services on 1100 (if calling from a Lycamobile) or +380916000444 (if calling from any other number).

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

Please contact Customer Services on +380916000444 as quickly as possible and one of our advisors will help you.

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 1100 (if calling from a Lycamobile number) or +380916000444 (if calling from any other number) with your SIM card details and your card will be blocked.

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

Please send an email to cs@lycamobile.ua 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.

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.

Internet Access

Internet Access

Can I use VoIP Services on my Lycamobile?

If you have a smartphone, download Lycachat for FREE today to send texts, make HD-quality phone and video calls and send photos and video messages over WiFi, 3G or 4G free of charge!

Download it on android here or on iOS here.

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 Lycamobile account by dialling *111# and then pressing call. If the problem persists, please contact our friendly Customer Services team on 1100 from any Lycamobile.

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.

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

Please ensure that mobile data and data roaming are 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 roaming.

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.

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 Customer Services on 322.

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

Yes, please call us on 1100 with a valid email address, 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.

Network Connectivity

Network Connectivity

Why does my phone show emergency calls only?

Please restart your handset and select the network manually, you can choose Lycamobile or TriMob.

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 Lycamobile.

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

If the SIM is damaged, please call Customer Services on 322 where we will provide you with a brand new activated Lycamobile SIM and PUK number and help you transfer your old number to your new SIM within 24 business hours.

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.

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