Lebara Pay Monthly FAQs

You can apply for a Lebara Pay Monthly contract in 4 ways:

1. Apply online by clicking here
2. Visit one of our Lebara Stands at a variety of locations, including shopping centres and major train stations
3. Contact our UK-based Contact Centre and speaking to a Pay Monthly specialist by dialing 0800 368 0668.  Lines are open Monday to Friday 9am - 8pm and weekends 9am - 6pm.
4. Visit select Fonehouse stores nationwide.

You'll need the following:

• A bank account in the UK
• A UK billing address
• A Valid Debit or Credit Card in your name
• A Valid email address

You must also pass a credit check... but don't worry this is standard when signing up to a ‘Pay Monthly' service

Lebara uses information from Credit Reference agencies in the UK to help us decide if we can give a customer a Pay Monthly account.  You can obtain a copy of yourcredit report by contacting the major UK credit reference agencies -

• Experian
• CallCredit
• Equifax

Each customer is allowed to take up to three separate contracts.

At Lebara we currently only offer contract for personal use.

Yes. We require a valid email address.

Currently we do not offer any free phones. Please check our website regularly to find out if there are any special offers.

You will have to make your first payment using a UK valid Credit or Debit card.

You can register for one international country and/or the UK.

We give you the option to cancel anytime, with no cancellations fees. All we ask is that you give us one working day to properly handle your request.

• Within 14 days of registration
  • If you want to cancel and are within 14 days of registering then you can do so without obligation. You will simply be asked to pay for your calls at our standard call rates.
• After 14 days
  • Once you are outside your 14 day cancellation period we give you the option to cancel anytime, with no cancellations fees. All we ask is that you give us one working day to properly handle your request. You will be refunded a pro-rata share of your monthly plan after deduction of any out of plan calls and other charges.

You can only register for a contract in your own name. The payment details must also match that of the account holder.

Your first payment upon signing up for Pay Monthly is an advance payment to cover your first full month of service. Your first full month of service starts from your first bill date.

Note:
Because you can start using the service before your first bill date, the amount you will be charged on your first bill and your initial allowance of minutes will be calculated “pro-rata”. For more information, see “What is pro-rata?”

Pro-rata is a calculation method used in monthly billing to ensure the bill amount and your allowance of minutes correspond to the number of days of service available. This calculation is necessary when you receive your first monthly bill but the number of days you have been on the service is less than a full billable month.

For more information, see “How do I calculate my pro-rata charge and minutes?”

Here is an example of how pro-rata is calculated for a new customer:

Mike signed up to Pay Monthly on September 25 and made a first payment of £30 for 600 minutes per month.  Mike will receive his first bill on October 1, and his initial £30 payment is an advance payment to cover the first full month of service from October 1 to 31.

However, as he will be able to use the service for 6 days before his first bill date, he will have a pro-rata allowance of minutes based on the 6 days of service.  The corresponding pro-rata charge will be included in Mike’s first bill.

Mike’s pro-rata allowance of minutes and related charge will be calculated as follows:

Pro-rata allowance of minutes:

1. 600 minutes / 30 days in September = 20 minutes per day
2. 20 minutes x 6 days = 120 pro-rata minutes

Pro-rata charge for 120 pro-rata minutes:

1. 30 GBP / 30 days in a month = £1p per day
2. £1 x 6 days = £6

Note: If Mike’s usage exceeds his pro-rata allowance of minutes before his bill date, he will be charged for every call outside of his pro-rata minutes at our out of plan rates. This out of plan charge will be added to his first bill.

Your bill will be sent once a month on your billing date to your Email address.

Our billing dates fall on the 1st and the 15th of the month. Your specific billing date is based on the date you sign up with Pay Monthly.

For example:

1. If your sign up on the 1st- 13th, or the 30th or 31st of the month, you billing date is the 15th of every month.
2. If you sign up on the 14th-29th of the month, your billing date is the 1st of every month.

Yes this is possible. We will, however, request a one off payment of £5.00 for each bill.

You can view your bill from your ‘My Lebara' account.

Please call Customer Services on 0870 075 55 88 to ensure that we have your correct e-mail address we have is the correct one. If you are calling using your Lebara SIM card please dial 5588.

Unfortunately at this time it is not possible to change your billing date.

There are a few reasons why you might find extra charges on your bill. Here are some of them:

• Other usage not covered by your package

If you use your mobile to buy premium rate texts, games, ring tones or to surf the internet you'll be charged separately for this.

• Usage that's not included in your package:
  Once you've used up the amount included in your package, you'll be charged at the standard rate for additional minutes. You'll find all the details of these calls and texts on your bill.
• Other reasons:
  You'll find details of all other extra charges on your bill, but if you have any questions, just contact us on 5588.

If your direct debit fails which will result in having your line suspended, you can phone Customer Services on 5588 and pay with a credit or debit card.

The Direct Debit payment will be collected from your bank account around 10 working days after the bill date. Every month you'll find the exact date of the Direct Debit on the first page of your bill.

You will be able to print this off your bill from My Lebara.

When you Pay Monthly by Direct Debit, we'll set a credit limit on your account. This limit is set to ensure you don't accidentally spend more than you planned to. We'll review your credit limit regularly to make sure it's set at the right level for you.

Although we'll do our best to let you know when you're near your limit, you shouldn't rely on your credit limit for your own budgeting, since it might not always be possible to reach you. If you do go over your limit our Team may suspend your phone temporarily, just until you get back on your feet again. If this happens you will need to make an interim payment.

It's not a good idea to rely on your credit limit, whether you're at home or abroad. Calls made abroad can take us a little longer to process which means you could easily go over your limit. If you do, you'll still have to pay for all of the charges.

You can only use your own personal UK bank account details to register for a pay-monthly contract.

Unfortunately at this moment we don't provide this service.

Yes. Please call Customer Services on 5588 from your Lebara Mobile.

Yes.

Yes, you'll need to provide us with the PAC code from your previous network provider. It will take approximately 2-3 working days for the porting process to complete. 

It's easy to move your current mobile number to Lebara Mobile from any of the UK's major networks including: 02, T-Mobile, Orange, Vodafone, Three and Virgin Mobile. For full details on how to keep your number, please visit our dedicated Keep Your Number pages – or follow this simple guide:

• Contact your current mobile phone company and tell them you are switching your provider and that you want to take your mobile number with you.
• Then ask them for a Porting Authorisation Code (PAC).
• With your PAC number, please call us here at Lebara Mobile on 0870 075 5588 (5588 from your Lebara Mobile). Let us know that you want to use your existing mobile number and give us your Porting Authorisation Code (PAC).
• It normally takes around five days to get your number from your old supplier and apply it to your Lebara Mobile SIM. Don't worry, during this time you can still use your Lebara Mobile SIM with the number it had when you first bought it.
• As soon as the number you wish to keep is live on your new Lebara Mobile SIM card we will text you to let you know. This number automatically replaces the previous number supplied by us.

Yes absolutely. At the start of the registration process we give you the option of keeping your existing number. However, it would take up to 36 Hours to migrate your existing Lebara number to Pay Monthly.

A new number can be ported in from another network on to your existing Lebara SIM card. It is not possible to move a Lebara number within the network onto an
existing Lebara SIM card.

No, numbers are allocated at random and delivered by our distributer.

You should have received your new SIM card within 5 working days of placing your order. If it has not arrived please call us to arrange a replacement SIM card to be sent. You can call us on 0870 075 55 88.

We will send you an Email to let you know your SIM has been sent.

It will be delivered via first class post and you should receive the SIM within 5 working days. If you don't receive it within this time then please ring us on 0870 075 55 88.

We will send out your order via Royal Mail first class. Unfortunately this is not traceable but we will email you once the SIM card has been dispatched.

This is only possible if you have lost your SIM card and require a replacement to be sent to a different address. During registration your SIM card can only be delivered to the billing address.

Unfortunately Lebara is unable to change numbers.

We would suggest to check the SIM in a different handset, if it still doesn't work please contact Customer Services on 0870 075 55 88.

You can activate your SIM by clicking here.

Your PUK code is an eight digit code which is used as a security feature. It can be found written on your SIM card.

A PAC code is a porting authorisation code which is required when you wish to port in your number to Lebara from a different provider.

Please contact Customer Services on 0870 075 5588 as quickly as possible and one of our advisors will help you.

Nothing will happen to your minutes; you will only have a shorter time to use your remaining allowance providing you have lost your SIM and received a new one within the same billing cycle.

PAYM Customers wishing to use their SIM abroad will be required to pay a one off security deposit. Please contact Customer Services to discuss your requirements.

Our roaming rates can be found here.

To access any Voicemail from abroad you will need to enter your PIN. Before you travel abroad you will need to make sure that you have set up a PIN on your Voicemail. You can do this by calling Customer Services on 0870 075 55 88. To access your Voicemail from abroad call +447836121121.

You can only use your inclusive minutes within the UK. When you are aboard you will incur roaming charges on your bill.

You cannot suspend your pay monthly at any time.

Yes. Before you leave please call Customer Services on 5588 to activate your data roaming .

If you have set up the mobile internet then picture messaging is also enabled. If not then simply text ‘SETTINGS' to 44080 and we will send you the settings. If prompted to enter a PIN enter 1234.

You can check the current cost of sending a Picture Message by clicking here.

You will be charged 45p per picture message.

• Setting up your iPhone for using the Lebara mobile internet is easy. Make sure your iPhone is switched on and has an activated Lebara SIM installed.
• From the main menu tap on or select the 'settings' icon
• Select/tap on the 'General' option
• Select/tap on the 'Network' option

Select/tap on the 'Cellular Data Network'

• Select the APN setting and update it to uk.lebara.mobi
• Select the username settings and update it to read wap
• Select the password setting and update it to read wap
• When you have finished press the home button (the bottom centre of the phone)
• You can now browse the internet using the iPhone Safari browser (the icon at the bottom of the home screen with a compass and Safari written underneath)

Yes, you need to be a current, active user and have a regular Lebara SIM card. Your regular SIM would deactivate when the Micro SIM was created, meaning you would be without your Lebara number for a few days.

No, unfortunately at this moment we don't support BlackBerry phones.

To set your phone up for internet settings - please click here.

Access to the mobile internet is FREE for the first 10MB (15p per MB thereafter) Terms and conditions apply - see special offers for more details.

You can check your current data usage by logging to My Lebara or simply call Customer Services on 5588 from your mobile.

Voicemail is automatically activated, to access voicemail you need to dial 121.

To turn off Voicemail, simply dial 1210 and dial 1211 if you want to activate it back again.

On a Pay Monthly contract you can listen to your Voicemail free of charge. 

Unfortunately this feature is not currently available.

Unfortunately this feature is not currently available.

MyLebara is our Personal Account service that allows you to access and manage your account, learn about promotion updates and other free services. You can also check you Call History and monthly bills. Your account is created automatically when you apply to register.

Please check your mobile number and password details, ensure they're correct. If you have never changed your password then it is your customer ID that was provided to you in your registration email.

Your Customer ID is a number which we use to identify your account in our systems. It was provided to you in your registration email.

My Lebara is your online account where you can check your information including usage, payments and Bills.

You can do that by logging online and selecting "Edit user profile"

Initially your mobile number will be your username and your unique customer ID will be your password (which you can change once logged into My Lebara). As a result you are not able to sign into both accounts using the same details. You can of course have the same password if you wish.

You will need to click onto the Forgotten Password link on My Lebara, where you need to enter your PUK Code and your Current Lebara Number. Provided the details are correct, you will receive an SMS message with your Password.

An out of plan rate is the cost of a call not included in your calling plan.

15p per 1MB.

An MMS is charges at our standard Lebara Mobile rates, which can be found here.

Our latest rates can be found here.

0800 numbers are priced at standard Lebara Mobile rates, which can be found here.

0845 numbers are priced at standard Lebara Mobile rates, which can be found here.

A premium number normally begins with "09" Calls to numbers beginning "09" are charged at a much higher rate than a normal call. We pride ourselves on offering our customers the lowest possible rates; however, due to the nature of Premium rate numbers, we are unable to offer low cost calls to these numbers. Therefore, premium rate numbers are barred from your phone.

If you are on a no minimum term contract, you can downgrade your tariff, and it will take effect on your next bill date.

Yes. Once a request has been made to upgrade the change will go into effect from the next bill date.

Yes, you can call Customer Service to request a change of tariff; it will be done for you on your next billing date.

The pay as you go promotional rates do not apply to a pay monthly account.

You can check your balance by texting the word PLAN to +447786202130.

No.

You do not get inclusive texts within your allowance for internal countries. Texts are only included within the UK calling plans and bundles, where one text message is equal to one minute.

No. At the start of each bill cycle you will have a new set of allowance.

Your allowance updates once every 24hours

You can check your current data usage by logging to My Lebara or simply callCustomer Services on 5588 from your mobile.