FAQ:
Here are answers to the most frequently asked questions about Lebara Mobile. If you do not find the answer to your question here, please contact our customer service at 50 10 10 10.
1) How do I become a Lebara Mobile customer?
2) How do I get started?
3) What is a PIN code?
4) What is a PUK code?
5) Why doesn't my Lebara Mobile SIM card work?
6) How do I view and check my account?
7) How do I re-load my Lebara mobile with prepaid time?
8) How long is my Lebara Mobile SIM card valid?
9) How do I use my Voicemail?
10) Can I have an unlisted number?
11) How extensive is Lebara Mobile's coverage?
12) Am I bound to Lebara Mobile by a contract/subscription?
13) Service numbers
14) Important numbers
15) How can I pay?
16) How do I activate MMS?
17) How do I activate GPRS?
18) What is Automatic Topup?
19) Where is my numberporting form?
1) How do I become a Lebara Mobile customer?Click "Order new subscription" to receive a Lebara Mobile starter kit sent directly to your home or business.
2) How do I get started?1) Make sure your telephone's battery is fully charged. Always read the owner's manual for your telephone.
2) Insert the SIM card from your Lebara Mobile starter kit in the fully charged telephone. The SIM card must be turned so that the copper circuit faces the telephone's SIM card holder.
3) Turn on the telephone.
4) The telephone is now activated and ready to use.
3) What is a PIN code?The PIN code is for your security to prevent misuse of your mobile number. To set up a personal PIN code for your SIM card, you must first activate the current PIN code. For instructions on how to do this, please see the owner's manual for your telephone. The initial PIN code for your Lebara SIM card is 0 0 0 0, (zero zero zero zero).
To set up a personal PIN code for your SIM card, press: * * 0 4 * 0 0 0 0*, new PIN code * new PIN code #.
When the PIN code is activated, you must press the four-digit number every time you turn on the mobile telephone.
4) What is a PUK code?Why do I need a PUK code?
The plastic card that held your SIM card contains your PUK code. Keep it in a safe place. You will need the PUK code, if you press the incorrect PIN code three times in a row. You will need the PUK code, if your telephone displays the message "Blocked" or "PUK code":
If the message "Blocked" is displayed, press:
1) * * 05 * PUK
2) * NEW PIN (You choose a 4-digit PIN code)
3) * PIN (repeat PIN code to confirm) #
If the message "PUK code" is displayed, press:
1) PUK, OK, PIN, OK, PIN, OK
The telephone is now activated and ready to use.
Note! If you enter an incorrect PUK code 8 times in a row, the Lebara SIM card will be permanently blocked, and you have to call customer service for a new one.
5) Why doesn't my Lebara SIM card work?If the SIM card in your telephone does not work, it may be due to one of the following reasons:
One of these messages appears in the display:
SIM card not accepted
Insert correct SIM card
Press network code
Press special code
If one of these error messages is displayed, your telephone is SIM-locked. This means that your former mobile service provider has "locked" your telephone to their network.
If you have been a customer of your former mobile provider for 6 months or more, you normally have the right to receive the code free of charge in order to unlock your mobile telephone. Contact your former mobile provider.
The message "press security code" is shown:
Press 12345 or 00000. If that does not work, contact the shop where you bought the telephone.
Other methods of activating the SIM card:
For some telephones the SIM card can be activated as follows: * * 05 * PUK * New PIN * Repeat PIN # (or press OK)
If an error message other than those listed above is displayed, please contact our customer service at 50 10 10 10 or infodk@lebara.com.
6) How do I view and check my account?
Here's how you keep track of your phone use:
1) Instant check of your balance.
Send text message "balance" to 50 10 12 34.
These text messages are charged at normal rates.
2) Call 50 10 12 34 to hear your balance or press: "3 # call" on your mobile phone.
3) On My Page at www.lebara.dk you can view your balance and detailed information about your phone use, etc.
7) How do I re-load my Lebara Mobil with prepaid time?
1) You can purchase prepaid phone time directly from our website www.lebara.dk
2) You can purchase prepaid phone cards from one of our many dealers. Go to www.lebara.dk for the address of a shop near you.
You can transfer prepaid phone time from one month to the next by re-loading before the validity of your balance runs out. This means that you do not have to talk the same amount every month. When your balance drops below 25 kr., you will hear a spoken message each time you call reminding you of your balance, until you have purchased new time.
8) How long is my Lebara SIM card valid?
Your prepaid time is valid for 9 months from the last time you re-loaded. After this, you can receive calls for an additional 3 months before the mobile number and prepaid account are closed.
4 days before the validity of your SIM card expires, you will receive a text message reminding you that it is about to run out.
9) How do I use my Voicemail?
Your voicemail number is: 50 10 15 15
With Lebara voicemail you will never miss an important message. Callers can leave a voicemail message for you when you do not answer the phone, when you are using the phone or when the phone is turned off.
Before your voicemail can be used, you must choose an access code and record a personal welcome message. Call you Lebara voice mail at: 50 10 15 15 or press " 1 # call " on your mobile telephone. Then follow the instructions.
When you have voicemail waiting, you will receive a text message or the envelope symbol will be appear in your telephone's display. To hear the message, call your Lebara voicemail at: 50 10 15 15 or press "1 # call" on your mobile telephone. Then follow the instructions.
10) Can I have an unlisted number?
Lebara Mobile does not in any way pass on information regarding customers.
You can have your number removed from the public directory in five minutes by calling customer service. However, please note that an unlisted number cannot be applied to text messages. When you send a text message, it will always include your number.
11) How extensive is Lebara Mobile's coverage?
National:
We employ the Telenor net with 97% coverage of Denmark, for coverage equal to that of the major tele-providers. For details of Telenor's coverage area, see www.telenor.dk.
International:
When making an international call from Denmark, you will have access to one of the many tele-providers with whom Lebara Mobile has a partnership agreement. This ensures excellent quality for your international calls. For more information, see www.lebara.com
12) Am I bound to Lebara by a contract/subscription?
No, you are not bound to Lebara. There is no contract or subscription. You pay only for the calls you make.
13) Service numbers
For calls to 70 and 90 numbers and service numbers such as 118 Danish directory assistance and 113 international directory assistance, you pay the normal rate plus TDC's normal rates. Calls to 80 numbers are free of charge. You can also call other service numbers. Please note that the charge is higher than for calls to ordinary numbers. It is always possible to call 112 emergency services from your mobile.
14) Important numbers
Lebara customer service: 50 10 10 10
Prepaid account information: 50 10 12 34
Lebara voicemail: 50 10 15 15
Or:
To listen to new messages, press: "1 # call"
For Lebara customer service, press " 2 # call"
For status of your prepaid account, press "3 # call"
15) How can I pay?
We accept the following cards: Dankort/Visa-Dankort, MasterCard, Maestro, Visa Electron, JCB, eDankort and Danske Netbetaling.
16) How do I activate MMS on my phone?
If you wish to use MMS with your phone you need to send a sms with the text MMS to 1221.
After this you will recieve a confirmation message and a message containing the mms configuration.
Please save the mms configuration when it arrives, if it asks for a PIN its 0000.
When the configuration is saved please turn off and on the phone to activate the new settings.
Please be aware that you need a minimum of 25 danish kroner on your account to be able to send MMS.
The Setup for MMS has been changed on the 13th of January 2010, if you want to be able to send MMS you need to change you APN to mms.lebara.dk
17) How do I activate GPRS on my phone?
If you wish to use GPRS with your phone you need to send a sms with the text WAP to 1221.
After this you will recieve a confirmation message and a message containing the GPRS configuration.
Please save the GPRS configuration when it arrives, if it asks for a PIN its 0000.
When the configuration is saved please turn off and on the phone to activate the new settings.
Please be aware that you need a minimum of 25 danish kroner on your account to be able to use GPRS.
18) What is Automatic Topup?
If you sign up for Automatic Topup you never have to worry about call credit on your account.
All you have to do is chose a limit to topup at, how much you wish to withdraw from your credit card, and we will take care of everything.
You will receive a email and a SMS (if you want) when you account has been topped up.
Login and apply for Automatic Topup here.
19) Where is my numberporting form?
When you order a numberport of you current number to Lebara you need to fill out and sign a numberporting form.
We will send it to you via. e-mail or by a letter if you requested it.
If you have not recieved it, you can download if here.
