Frequently Asked Questions | Mobile Site Germany
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Registration

Where can I register my SIM?

You can register your SIM either offline at one of our Lebara Registration Partners locations or online on the Lebara Homepage.

What is Registration ID?

Because of changed legal requirements from 01.07.2017, we have to verify each SIM owner's identity. For our customers this results in having to provide identification. If you want to register online, this requires either a webcam or a smartphone for a video call with one of our employees.

How does Registration ID work?

Registration ID works in 3 steps:

  1. You complete the registration form and receive a 9-digit transaction number. This number is unique to your registration process.
  2. You are connected to an employee who will verify your identity either by webcam or app. After verification, the employee marks you as verified in our system.
  3. Lebara will activate your SIM within a few minutes.

How long does Registration ID take?

Normally the process takes 5 minutes. If the quality of the video call is poor it might take a little longer.

What do I need to register my SIM?

To register your SIM, you need some ID or your passport, the mobile phone number and card number of the Lebara SIM you want to activate.
Additionally, for online registration you will need either a webcam or an iPhone/android mobile with internet access.

Do I need a MyLebara account to register my SIM?

If you ordered your SIM from the official Lebara page you will need the account you used when ordering your SIM.
If you bought your SIM in a shop you do not need a MyLebara account.

What is a transaction number?

The transaction number is needed to start your video call. It will automatically be generated when you are redirected to the WebID page.
With your transaction number, you can either directly start the video call from your browser or use it to start the call in the WebID App (android or IOS).

Why do I have to make a video call?

Because of changed legal requirements from 01.07.2017, we have to verify each SIM owner's identity. For our customers this results in having to provide identification. If you want to register online, this requires either a webcam or a smartphone for a video call with one of our employees.

Which documents do I need for the video call?

Our partner WebID verifies ID cards and passports from specific countries. A full list is available for download here.

I do not have a German ID card, can I still register my SIM?

Yes, you will need either an ID card or passport for the video call. A full list is available for download here.
Alternatively, you can register with one of our Lebara Registration Partners with your residence permit.

My verification failed - what can I do now?

You can either restart the verification process with the 9-digit transaction number, or go to one of our Lebara Registration Partners and register there.

What happens if my SIM does not arrive/I do not activate my SIM?

For security reasons, SIMs can only be activated until a specific date. Should this not happen, you can contact Customer Support for a refund.

Further questions?

If you have any further questions, please contact Customer Support or send us an email to: [email protected]

 

Webpage

 

What are Cookies and how does Lebara use them?

Cookies are small text files containing information that are downloaded to your device when visiting a webpage. The cookies are sent back to the page on every subsequent visit. Additional information is available at:


www.allaboutcookies.org and www.youronlinechoices.eu

For a video about cookies visit www.google.co.uk/goodtoknow/data-on-the-web/cookies

Cookies have many different uses. For example, more efficient navigation between pages or saving your settings. They generally improve the user experience. Cookies also improve the relevance of ads you see online.

What is "Online Advantage"?

Online Advantage are special promotions and discounts that are only available online.
For example: promotions can apply to specific products or ways to buy a product (webpage/app).

What payment methods does Lebara accept?

for one-time payments:

  • Immediate transfer
  • Giropay
  • Paypal
  • Credit card

For recurring payments:

  • Immediate transfer/direct debit
  • Credit card
  • Paypal

Where can I order Lebara products?

For our minute/data bundles visit our bundle page. If you only want to order a free SIM please visit our free SIM page.

What is the difference between a SIM with and without minutes/data bundle or call credit?

If you order a minute/data bundle or call credit in addition to your SIM, then the bundle/call credit will be applied after your first MyLebara login.
You can use the bundle after your registration.

 

Lebara SIM

What is a SIM?

The SIM (Subscriber Identity Module) is a chipcard you put into your mobile to identify your phone to the network. It is used to provide mobile phone connections and data connections.

What can I do with my Lebara SIM?

Make national and international calls, send and receive SMS and MMS and use the Internet until the bundle or call credit is used up.

What is prepaid?

Prepaid are SIMs where you as the customer can top up call credit and use the card until the credit is used up. This provides you with full cost control.

What happens if I don't use my SIM for 90 days?

If you do not use you SIM for 90 days, your account will be marked for deactivation. After this you will have an additional 20 days to top up and make a call.

Call credit

 

How do I top up?

Offline by call credit card, online on the Lebara webpage and if you set up a payment method in your MyLebara account by SMS to 55255, or in the MyLebara app.

How do I check my call credit?

You can call 5588 for free from your Lebara SIM and our automated system will tell you your call credit, free credit and remaining minutes from your bundles.
If you only want to check your call credit you can enter *141# and hit call. Your call credit will be displayed on your phone.
You can also log into your MyLebara account or your MyLebara app, your call credit will be displayed on the dashboard.

I ordered call credit, but it was not applied yet.

Please wait for a few minutes, in case there are some technical difficulties. If the problem persists please contact customer service.

What is "auto top up"?

Auto top up ensures you always have enough call credit on your account.
In your MyLebara dashboard you can specify how much to top up your account when it reaches a certain amount of call credit.
For example: you can top up by 10€ every time your call credit falls below 10€. This way you can ensure you always have enough call credit for your bundle.

Bundles

How do I order a bundle?

Either on our bundle page or if you have set up a payment method in the MyLebara app.

Does my bundle begin to expire when I order it with a new SIM?

No, the 30-day duration your bundle is valid for starts after your first login to MyLebara after registering your SIM.

I have ordered a SIM with a minutes/data bundle, but have not received it.

Please wait for a few minutes, in case there are some technical difficulties. If the problem persists please contact customer service.

What is "auto-renewal"?

Auto-renewal ensures that after your bundle expires it will be automatically renewed. It is paid for using the payment method you set up under MyLebara and you can always cancel auto-renewal in the MyLebara dashboard.

Promotions

What promotions does Lebara currently have?

We have a dedicated promotions page, please check there.

Roaming

What are the roaming conditions?

Our roaming conditions can be found here.

How do I activate mobile data?

In Germany, mobile data will be activated automatically on most mobiles.

Should this not work for some reason you can use our webtool to activate mobile data.

Or you can set up mobile data manually:

Name: Lebara Internet
APN (Access Point): internet.t-d1.de

To use the new settings, just restart your mobile.

Shipping

What happens if my SIM does not arrive/I do not activate my SIM?

If your SIM has not arrived after 7-8 business days please contact Customer Service.

Ordering from abroad - what is possible?

It is possible to order from abroad, but the delivery address has to be in Germany.

How long until I receive the SIM?

Normally shipping should take 3-5 business days.

Lebara

What is Lebara?

Lebara, the universal brand for migrant communities worldwide, helps you to stay connected over borders, generations and cultures.

Founded in 2001, the Lebara Group established itself as a mobile provider in six different countries. To improve the lives of migrants with useful products and services - from communication and entertainment to financial services - that is the theme for Lebara's future growth.

Lebara has received numerous awards for diversity, commercial success and excellent customer service. The charitable Lebara foundation finances infrastructure and educational projects for displaced children in disadvantaged regions around the globe.

Why buy at Lebara?

Aside from our cheap national and international calls, we offer best network quality and top promotions.

How can I contact Lebara?

On our contactpage you can find numerous ways to contact Lebara.

How fast is our network?

Lebara offers you data speeds up to 3G standard.

MyLebara App

Que puis-je faire avec l'appli MyLebara ?

 

  •  
  • Recharger votre carte SIm
  • Ajouter des forfaits
  • Supprimer des forfaits
  • Afficher le solde de votre crédit d'appel
  • Activer/désactiver la fonction de recharge/renouvellement automatique

 

Puis recharger ma carte SIM avec l'appli MyLebara ?

Oui !

Puis-je ajouter un forfait sur ma carte SIM avec l'appli MyLebara ?

Oui !

 

MyLebara

What can I do with my MyLebara account?

 

  • Top up call credit
  • Add bundles
  • Cancel bundles
  • Show current call credit
  • Switch auto top up and renewal on/off
  • Manage payment methods

 

How can i create a MyLebara account?

On the Lebara homepage in the top right you can find a button "Login/Create account" - there you can create your MyLebara account.
You can also click here.

I forgot my MyLebara password. What do I do?

At the Login screen below the password field there is a link where you can reset your password with your e-mail.

You can also click here.

I forgot my MyLebara login! What can I do now?

Contact Customer Service and have your Lebara call and card number ready.

What to do in case of ownership change?

You can find all relevant information regarding ownership change on our page.

Payment methods

What is immediate transfer/direct debit?

With immediate transfer/direct debit there is a one-time payment using an instant transfer to ensure the existence of the account.
Afterwards the direct debit is taken as usual.

Credit check/Schufa creditworthiness test - what do we do?

We do neither. It is simply not necessary for prepaid cards.

What payment methods does Lebara accept?

For one-time payments:

  • Immediate transfer
  • Giropay
  • Paypal
  • Credit card

For recurring payments:

  • Immediate transfer/direct debit
  • Credit card
  • Paypal

Product information sheets

What are product information sheets?

Product information sheets contain an easily understandable overview of costs, duration, speed, additional costs and legal information for all bundles containing data.

Where do I find the product information sheets to download?

You can find all our product information sheets available for download here.