Customer service
All frequently asked questions in one place
What is your question about?
Popular
topics
Sim Only &
Invoice
Prepaid &
Topping Up
Simcard &
Voicemail
Internet &
Network
Ordering &
Keep your number
Is your SIM broken, stolen, damaged or not 4G-compatible? No problem. We will transfer your current Lebara phone number and credit to a new SIM. You can request this online if you have and own both SIM cards.
First, order a new SIM. Have you received your new SIM? Follow the steps at this page to transfer your account details.
Is your SIM card stolen or lost? Contact us first.
Sim Only
When placing your order, you can specify whether you want to keep using your old number. We will then send you an email with a link to the request form for keeping your number.
You can only request to keep your old number if your contract is due to expire within 4 months. As soon as your number is transferred, we will send you a text message to let you know. After that, you can start calling, sending text messages and using mobile data right away with your new Sim Only subscription. Plus, we’ll even cancel your contract with your old provider. That way, you don’t have to worry about double costs or being out of reach.
Prepaid
First, order your new Lebara SIM card for free. Then, request to transfer your old number. We’ll send you a text message to let you know when your number has been transferred. After that, dial 1244 to activate your new SIM card.
Sim Only
If you are using SIM Only, click the activation link in the email we sent you when you completed your order. By clicking the link in the email, you activate your SIM. Didn’t receive our email? Be sure to check in your spam folder. Your plan starts as soon as your SIM is activated. Did you request to keep your old number? If so, then please wait until we notify you that your number has successfully been transferred before you activate your SIM.
Prepaid
Dial 1244 for free to activate your Prepaid SIM.
Your invoice is paid through automated billing (direct debit). The amount is deducted from your bank account around the 23rd of each month. You can always view your invoices in MyLebara.
On your first bill, you may be charged more than the amount you pay for your standard monthly plan. This is because at Lebara you always pay one month in advance. If you've started your plan midway through the month, you'll see a full monthly amount (plus activation costs) charged to your bank account. Don’t worry though: on your next bill, we’ll calculate the days in which your plan was not yet activated and subtract them from the second invoice amount.
Want to learn more about your invoice? Find the invoice explained here.
You can adjust your data bundle each month for free in MyLebara. Did you start your Sim Only subscription after 2 June? If so, then you can activate an add-on to double your 4G internet connection speed to 150 Mbps for just 50 cents per month.
Adjustments that you make to your bundle will take effect on the first day of the following month. Add-ons are activated immediately. Do you want to deactivate an add-on? You can simply do that yourself. After you deactivate an add-on, you will no longer be able to use it, starting on the first day of the following month.
Read more here about adjusting your bundle.
Sim Only
Inside the EU (plus Switzerland and the United Kingdom), you do not pay any extra costs for calling and sending text messages to other EU countries or using mobile internet. We always send you a text message to inform you when you have used 80% and 100% of your minutes, texts or data bundle. Have you used all your bundle? If so, then the out-of-bundle rate will apply to any services you use. You will be charged at this rate until you reach an out-of-bundle limit of 10 euros. After you reach this 10 euro limit, you can no longer call, send text messages or use data. Of course, you can still receive incoming calls and text messages.
Outside the EU, other rates apply. You can find these here.
Prepaid
Calling and texting
Do you want to use your Prepaid service to call from the Netherlands to another country? If so, then you will need one of the following Prepaid products:
- 10=20
- Lebara One
- All in International
With the All in International bundle, you can call and send text messages from the Netherlands to 44 other countries for the same rate as you pay inside the Netherlands. You cannot call or send text messages to countries that are not included in your bundle.
Mobile internet
With Prepaid, you can use mobile data anywhere in the European Union (including Switzerland and the United Kingdom) for the same low rates as at home in the Netherlands.
Travelling outside the EU? Outside the EU, you can only use mobile data if you have 10 = 20 or Lebara One. You will also be charged different rates for this.
Brexit does not affect Lebara products in any way. You can simply keep using all our products exactly as you always have.
If you want to change the bank account number linked to your account, please contact our customer service.
Have you (almost) used all your bundle? You can easily buy new data bundles and extra minutes using MyLebara or the app.
If you have used all your bundle, you will be charged at the out-of-bundle rate for any services you use. This rate is 12 cents per minute (calling), 12 cents per text message and 1 cent per MB of data. You will be charged at this rate until you reach an out-of-bundle limit of 10 euros. After you reach this 10 euro limit, you can no longer call, send text messages or use data. Of course, you can still receive incoming calls and text messages.
We always send you a text message to inform you when you have used 80% and 100% of your minutes, texts or data bundle.
Your invoice is paid through automated billing (direct debit). The amount is deducted from your bank account around the 23rd of each month. You can always view your invoices in MyLebara.
On your first bill, you may be charged more than the amount you pay for your standard monthly plan. This is because at Lebara you always pay one month in advance. If you've started your plan midway through the month, you'll see a full monthly amount (plus activation costs) charged to your bank account. Don’t worry though: on your next bill, we’ll calculate the days in which your plan was not yet activated and subtract them from the second invoice amount.
Want to learn more about your invoice? Find the invoice explained here.
You can adjust your data bundle each month for free in MyLebara. Did you start your Sim Only subscription after 2 June? If so, then you can activate an add-on to double your 4G internet connection speed to 150 Mbps for just 50 cents per month.
Adjustments that you make to your bundle will take effect on the first day of the following month. Add-ons are activated immediately. Do you want to deactivate an add-on? You can simply do that yourself. After you deactivate an add-on, you will no longer be able to use it, starting on the first day of the following month.
Read more here about adjusting your bundle.
In MyLebara, you can see when it is possible for you to renew. Then, you can immediately take care of that online. You can renew up to 4 months before your 2-year subscription expires. If you renew, you will receive the first 2 months of your new Sim Only subscription for free. Of course, you can also renew at any of our retail outlets.
Inside the EU (plus Switzerland and the United Kingdom), you do not pay any extra costs for calling and sending text messages to other EU countries or using mobile internet. We always send you a text message to inform you when you have used 80% and 100% of your minutes, texts or data bundle. Have you used all your bundle? If so, then the out-of-bundle rate will apply to any services you use. You will be charged at this rate until you reach an out-of-bundle limit of 10 euros. After you reach this 10 euro limit, you can no longer call, send text messages or use data. Of course, you can still receive incoming calls and text messages.
Outside the EU, other rates apply. You can find these here.
Have you used up all the credit in your bundle? The out of bundle rates apply.
These out-of-bundle rates apply until you reach a €10 spending cap. After that, you cannot use data, call or send text messages to prevent you from accidentally running up an excessive phone bill. We always send you a notification text when you’ve used 80% and 100% of your minutes, texts or data limit. You can always go to MyLebara to top up your credit with favourable rates.
Are you travelling outside the EU? If so, then please check our rates here.
Cancel and keep your number
Do you want to cancel your Sim Only subscription and transfer your number to another provider? If so, then you do not need to cancel your subscription. Simply ask your new provider to transfer your number. They will take care of the rest.
Cancel without keeping your number
If you want to cancel your Sim Only subscription without transferring your number to another provider, you can take care of this yourself in MyLebara. Your SIM card and phone number will then automatically be switched back to Lebara Prepaid. After that, you can top up credit any time, if you wish.
Buy-out
You will pay a buy-out amount if you cancel your Sim Only subscription before your contract has expired. This includes the amount you owe for the remaining months of your contract, as well as monthly costs and any unpaid bills that you still owe. Contact our customer service to organise this.
If you want to change the bank account number linked to your account, please contact our customer service.
Are you late on a payment? Pay your bill quickly and conveniently using iDeal. You can do this in MyLebara or by clicking the payment link that we sent you by email.
Switching from Lebara Prepaid to Sim Only is super easy. Choose your subscription and add-ons and then click ‘Order’. After that, you can immediately specify whether you want to switch and keep using your existing Prepaid SIM card and phone number.
As soon as your order is complete, we’ll send you an email with an activation link. Once you click the activation link, you can immediately start using your new Sim Only bundle. This is simply added to your old SIM card.
Did you choose to receive a new phone number? If so, then you will receive a letter from us in the post, containing your new SIM card.
Find out more about switching from Prepaid to SIM Only here.
There are plenty of ways to top up your credit. You can do so through MyLebara, the app or per sms. Or feel free to drop by at any of our 9.000 stores.
Credit from Lebara never expires. However, you must either top up your credit, make a call, send a text message or use mobile data once every 90 days.
If you do not do this, your services will be blocked. After that, please top up your credit within 30 days or else your number will be permanently disabled. This is stated in Article 3.6 of the General Terms and Conditions.
Calling & texting
Do you want to use your Prepaid service to call from the Netherlands to another country? If so, then you will need one of the following Prepaid products:
- 10=20
- Lebara One
- All in International
With the All in International bundle, you can call and send text messages from the Netherlands to 44 other countries for the same rate as you pay inside the Netherlands. You cannot call or send text messages to countries that are not included in your bundle.
Mobile internet With Prepaid, you can use mobile data anywhere in the European Union (including Switzerland and the United Kingdom) for the same low rates as at home in the Netherlands.
Travelling outside the EU? Outside the EU, you can only use mobile data if you have 10 = 20 or Lebara One. You will also be charged different rates for this.
Top up via bundle codes? Click here for more information.
Switching from Lebara Sim Only
If you want to switch to Lebara Prepaid, you must first cancel your Lebara Sim Only subscription. You can do this in MyLebara or by contacting our customer service. Your SIM card and phone number will then be switched back to Lebara Prepaid. After that, you can top up credit any time.
Switching from a different provider
To switch to Lebara Prepaid from a different provider, start by ordering your free Lebara SIM card. If you order on a weekday before 20:00, you’ll receive your SIM card the next day. Then you can select the amount or credit or the bundle you wish to use, specify whether you want to keep using your old number, and activate your SIM card.
Sim Only
If you are using SIM Only, click the activation link in the email we sent you when you completed your order. By clicking the link in the email, you activate your SIM. Didn’t receive our email? Be sure to check in your spam folder. Your plan starts as soon as your SIM is activated. Did you request to keep your old number? If so, then please wait until we notify you that your number has successfully been transferred before you activate your SIM.
Prepaid
Dial 1244 for free to activate your Prepaid SIM.
Is your SIM card lost, broken, stolen or not suitable for 4G? No problem. We’ll transfer your current Lebara phone number and credit to a new SIM card for you, free of charge.
Still have your old SIM card? Click here to request a new one right away. Then go through the steps on this page to transfer your information.
Is your SIM card stolen or lost? Contact us first.
Prepaid
Your SIM may be suspended for various reasons:
- If your account becomes inactive and you do not top it up for 90 days, it will be suspended.
- Your account will be suspended in case of suspected fraudulent activity.
- Your account will be suspended if you use our services for commercial purposes.
- Your account will be suspended if we receive multiple complaints against you.
Sim Only
Is it possible that you have an outstanding phone bill that you have not paid yet? If automatic billing (direct debit) is unsuccessful, we will email you a payment request including a link to make your payment online. If you transfer your payment within seven days, your service will resume. If you fail to do so, your SIM will be blocked. Then, you will be unable to make or receive calls until we receive your payment. To avoid delays in payment, make sure you have sufficient funds in your account and that you have provided us with your correct bank account details. After a failed direct debit attempt, you may have to contact your bank to reauthorise direct debit for future payments.
Your account may be suspended for various reasons:
- Your account will be suspended in case of suspected fraudulent activity.
- Your account will be suspended if you request for us to discontinue service.
- Your account will be suspended if you use our services for commercial purposes.
- Your account will be suspended if we receive multiple complaints against you.
Your PUK code can be found on the card that your SIM came with. Have you lost or forgotten your PUK code? Please contact our customer service to request a new one.
Dial 1233 to set up and listen to your voicemail.
From another country/phone
To listen to your voicemail outside the Netherlands or from a different phone, call +31612001233. Then enter your Lebara phone number and PIN. This is only possible when you've already configured your voicemail in the Netherlands.
Switching voicemail on or off
Don’t want to use voicemail? To switch your voicemail on, dial 12331 or text ‘AAN’ to 1233 . To switch your voicemail off, dial 12339 or text ‘UIT’ to 1233.
You’ll find more information about voicemail here.
While you are in one call, you can still simply receive and answer other calls. That means you never have to worry about missing an important call. You can choose whether to answer or reject incoming calls. You can also choose between ending your current call or switching back and forth between 2 calls at once.
Dial *43# to switch this service on or off.
Insert your SIM and switch on your phone. Your phone should automatically select the correct internet connection settings. If not, you can select the settings manually. Go to the APN settings on your phone and type in ‘internet’. Restart your phone. After that, the correct settings should be automatically selected.
Inside the Netherlands, Lebara uses the reliable, super-fast KPN 4G network. The actual speed of your connection depends on your device, your SIM card, the local provider and the amount of traffic on the network.
Sim Only
The standard maximum connection speeds for your Sim Only subscription are 75 Mbps (download) and 25 Mbps (upload). Did you start your Sim Only subscription after 2 June? If so, then you can activate an add-on to double your mobile internet connection speed to 150 Mbps for just 50 cents per month. This add-on activates immediately. If you deactivate it, this will take effect starting on the first day of the following calendar month.
Prepaid
10 = 20 and Lebara One offer maximum connection speeds of 10 Mbps (download) and 2 Mbps (upload) All in NL, All in International and data bundles offer maximum connection speeds of 25 Mbps (download) and 10 Mbps (upload).
Sim Only
You can use the mobile data in your bundle anywhere in the EU without extra costs. We always send you a text message to inform you when you have used 80% and 100% of your minutes, texts or data bundle. You will be charged at this rate until you reach an out-of-bundle limit of 10 euros. After you reach this 10 euro limit, you can no longer call, send text messages or use data. Of course, you can still receive incoming calls and text messages.
Outside the EU, other rates apply. You can find these here.
Prepaid
With Prepaid, you can use mobile data anywhere in the EU at our low rates. Are you outside the EU? Then you can only use mobile data if you have a 10 = 20 or Lebara One bundle. Different rates also apply in that case.
We’re happy to hear you’d like to switch to Lebara. It’s super easy to switch. Go here to select your plan and add-ons. You can also let us know right away if you want to keep your old number. Once your number has been transferred, you can start calling, texting and using data. We’ll cancel your old contract for you. That way, you won’t pay extra and everyone can still reach you. You can request number porting max. 4 months in advance.
Sim Only
When placing your order, you can specify whether you want to keep using your old number. We will then send you an email with a link to the request form for keeping your number.
You can only request to keep your old number if your contract is due to expire within 4 months. As soon as your number is transferred, we will send you a text message to let you know. After that, you can start calling, sending text messages and using mobile data right away with your new Sim Only subscription. Plus, we’ll even cancel your contract with your old provider. That way, you don’t have to worry about double costs or being out of reach.
Prepaid
First, order your new Lebara SIM card for free. Then, request to transfer your old number. We’ll send you a text message to let you know when your number has been transferred. After that, dial 1244 to activate your new SIM card.
If you order on a working day before 8 p.m., you’ll receive it the next day. Shipment is always free of charge. Has it been more than 3 business days and you still haven't Have you already received your new SIM? If so, then please contact our customer service customer service.
Want to cancel your order? Contact our customer service and please have your order number to hand.
If you placed your order online or over the phone, you can cancel for free any time within 14 days of activating your Sim Only subscription. We will charge you for any costs that you incurred during that time for calling, sending text messages or using data.
You must be at least 18 years old to sign up for a SIM Only plan. There is no minimum age for Prepaid.
Is your SIM broken, stolen, damaged or not 4G-compatible? No problem. We will transfer your current Lebara phone number and credit to a new SIM. You can request this online if you have and own both SIM cards.
First, order a new SIM. Have you received your new SIM? Follow the steps at this page to transfer your account details.
Is your SIM card stolen or lost? Contact us first.
Sim Only
When placing your order, you can specify whether you want to keep using your old number. We will then send you an email with a link to the request form for keeping your number.
You can only request to keep your old number if your contract is due to expire within 4 months. As soon as your number is transferred, we will send you a text message to let you know. After that, you can start calling, sending text messages and using mobile data right away with your new Sim Only subscription. Plus, we’ll even cancel your contract with your old provider. That way, you don’t have to worry about double costs or being out of reach.
Prepaid
First, order your new Lebara SIM card for free. Then, request to transfer your old number. We’ll send you a text message to let you know when your number has been transferred. After that, dial 1244 to activate your new SIM card.
Sim Only
If you are using SIM Only, click the activation link in the email we sent you when you completed your order. By clicking the link in the email, you activate your SIM. Didn’t receive our email? Be sure to check in your spam folder. Your plan starts as soon as your SIM is activated. Did you request to keep your old number? If so, then please wait until we notify you that your number has successfully been transferred before you activate your SIM.
Prepaid
Dial 1244 for free to activate your Prepaid SIM.
Your invoice is paid through automated billing (direct debit). The amount is deducted from your bank account around the 20th of each month. You can always view your invoices in MyLebara.
On your first bill, you may be charged more than the amount you pay for your standard monthly plan. This is because at Lebara you always pay one month in advance. If you've started your plan midway through the month, you'll see a full monthly amount (plus activation costs) charged to your bank account. Don’t worry though: on your next bill, we’ll calculate the days in which your plan was not yet activated and subtract them from the second invoice amount.
Want to learn more about your invoice? Find the invoice explained here.
You can adjust your data bundle each month for free in MyLebara. Did you start your Sim Only subscription after 2 June? If so, then you can activate an add-on to double your 4G internet connection speed to 150 Mbps for just 50 cents per month.
Adjustments that you make to your bundle will take effect on the first day of the following month. Add-ons are activated immediately. Do you want to deactivate an add-on? You can simply do that yourself. After you deactivate an add-on, you will no longer be able to use it, starting on the first day of the following month.
Read more here about adjusting your bundle.
Sim Only
Inside the EU (plus Switzerland and the United Kingdom), you do not pay any extra costs for calling and sending text messages to other EU countries or using mobile internet. We always send you a text message to inform you when you have used 80% and 100% of your minutes, texts or data bundle. Have you used all your bundle? If so, then the out-of-bundle rate will apply to any services you use. You will be charged at this rate until you reach an out-of-bundle limit of 10 euros. After you reach this 10 euro limit, you can no longer call, send text messages or use data. Of course, you can still receive incoming calls and text messages.
Outside the EU, other rates apply. You can find these here.
Prepaid
Calling and texting
Do you want to use your Prepaid service to call from the Netherlands to another country? If so, then you will need one of the following Prepaid products:
- 10=20
- Lebara One
- All in International
With the All in International bundle, you can call and send text messages from the Netherlands to 44 other countries for the same rate as you pay inside the Netherlands. You cannot call or send text messages to countries that are not included in your bundle.
Mobile internet
With Prepaid, you can use mobile data anywhere in the European Union (including Switzerland and the United Kingdom) for the same low rates as at home in the Netherlands.
Travelling outside the EU? Outside the EU, you can only use mobile data if you have 10 = 20 or Lebara One. You will also be charged different rates for this.
Brexit does not affect Lebara products in any way. You can simply keep using all our products exactly as you always have.
If you want to change the bank account number linked to your account, please contact our customer service.
Have you (almost) used all your bundle? You can easily buy new data bundles and extra minutes using MyLebara or the app.
If you have used all your bundle, you will be charged at the out-of-bundle rate for any services you use. This rate is 12 cents per minute (calling), 12 cents per text message and 1 cent per MB of data. You will be charged at this rate until you reach an out-of-bundle limit of 10 euros. After you reach this 10 euro limit, you can no longer call, send text messages or use data. Of course, you can still receive incoming calls and text messages.
We always send you a text message to inform you when you have used 80% and 100% of your minutes, texts or data bundle.
Your invoice is paid through automated billing (direct debit). The amount is deducted from your bank account around the 20rd of each month. You can always view your invoices in MyLebara.
On your first bill, you may be charged more than the amount you pay for your standard monthly plan. This is because at Lebara you always pay one month in advance. If you've started your plan midway through the month, you'll see a full monthly amount (plus activation costs) charged to your bank account. Don’t worry though: on your next bill, we’ll calculate the days in which your plan was not yet activated and subtract them from the second invoice amount.
Want to learn more about your invoice? Find the invoice explained here.
You can adjust your data bundle each month for free in MyLebara. Did you start your Sim Only subscription after 2 June? If so, then you can activate an add-on to double your 4G internet connection speed to 150 Mbps for just 50 cents per month.
Adjustments that you make to your bundle will take effect on the first day of the following month. Add-ons are activated immediately. Do you want to deactivate an add-on? You can simply do that yourself. After you deactivate an add-on, you will no longer be able to use it, starting on the first day of the following month.
Read more here about adjusting your bundle.
In MyLebara, you can see when it is possible for you to renew. Then, you can immediately take care of that online. You can renew up to 4 months before your 2-year subscription expires. If you renew, you will receive the first 2 months of your new Sim Only subscription for free. Of course, you can also renew at any of our retail outlets.
Inside the EU (plus Switzerland and the United Kingdom), you do not pay any extra costs for calling and sending text messages to other EU countries or using mobile internet. We always send you a text message to inform you when you have used 80% and 100% of your minutes, texts or data bundle. Have you used all your bundle? If so, then the out-of-bundle rate will apply to any services you use. You will be charged at this rate until you reach an out-of-bundle limit of 10 euros. After you reach this 10 euro limit, you can no longer call, send text messages or use data. Of course, you can still receive incoming calls and text messages.
Outside the EU, other rates apply. You can find these here
Have you used up all the credit in your bundle? The out of bundle rates apply.
These out-of-bundle rates apply until you reach a €10 spending cap. After that, you cannot use data, call or send text messages to prevent you from accidentally running up an excessive phone bill. We always send you a notification text when you’ve used 80% and 100% of your minutes, texts or data limit. You can always go to MyLebara to top up your credit with favourable rates.
Are you travelling outside the EU? If so, then please check our rates here.
Cancel and keep your number
Do you want to cancel your Sim Only subscription and transfer your number to another provider? If so, then you do not need to cancel your subscription. Simply ask your new provider to transfer your number. They will take care of the rest.
Cancel without keeping your number
If you want to cancel your Sim Only subscription without transferring your number to another provider, you can take care of this yourself in MyLebara. Your SIM card and phone number will then automatically be switched back to Lebara Prepaid. After that, you can top up credit any time, if you wish.
Buy-out
You will pay a buy-out amount if you cancel your Sim Only subscription before your contract has expired. This includes the amount you owe for the remaining months of your contract, as well as monthly costs and any unpaid bills that you still owe. Contact our customer service to organise this.
If you want to change the bank account number linked to your account, please contact our customer service.
Are you late on a payment? Pay your bill quickly and conveniently using iDeal. You can do this in MyLebara or by clicking the payment link that we sent you by email.
Switching from Lebara Prepaid to Sim Only is super easy. Choose your subscription and add-ons and then click ‘Order’. After that, you can immediately specify whether you want to switch and keep using your existing Prepaid SIM card and phone number.
As soon as your order is complete, we’ll send you an email with an activation link. Once you click the activation link, you can immediately start using your new Sim Only bundle. This is simply added to your old SIM card.
Did you choose to receive a new phone number? If so, then you will receive a letter from us in the post, containing your new SIM card.
Find out more about switching from Prepaid to SIM Only here.
There are plenty of ways to top up your credit. You can do so through MyLebara, the app or per sms. Or feel free to drop by at any of our 9.000 stores.
Credit from Lebara never expires. However, you must either top up your credit, make a call, send a text message or use mobile data once every 90 days.
If you do not do this, your services will be blocked. After that, please top up your credit within 30 days or else your number will be permanently disabled. This is stated in Article 3.6 of the General Terms and Conditions.
Calling & texting
Do you want to use your Prepaid service to call from the Netherlands to another country? If so, then you will need one of the following Prepaid products:
- 10=20
- Lebara One
- All in International
With the All in International bundle, you can call and send text messages from the Netherlands to 44 other countries for the same rate as you pay inside the Netherlands. You cannot call or send text messages to countries that are not included in your bundle.
Mobile internet With Prepaid, you can use mobile data anywhere in the European Union (including Switzerland and the United Kingdom) for the same low rates as at home in the Netherlands.
Travelling outside the EU? Outside the EU, you can only use mobile data if you have 10 = 20 or Lebara One. You will also be charged different rates for this.
Top up via bundle codes? Click here for more information.
Switching from Lebara Sim Only
If you want to switch to Lebara Prepaid, you must first cancel your Lebara Sim Only subscription. You can do this in MyLebara or by contacting our customer service. Your SIM card and phone number will then be switched back to Lebara Prepaid. After that, you can top up credit any time.
Switching from a different provider
To switch to Lebara Prepaid from a different provider, start by ordering your free Lebara SIM card. If you order on a weekday before 20:00, you’ll receive your SIM card the next day. Then you can select the amount or credit or the bundle you wish to use, specify whether you want to keep using your old number, and activate your SIM card.
Sim Only
If you are using SIM Only, click the activation link in the email we sent you when you completed your order. By clicking the link in the email, you activate your SIM. Didn’t receive our email? Be sure to check in your spam folder. Your plan starts as soon as your SIM is activated. Did you request to keep your old number? If so, then please wait until we notify you that your number has successfully been transferred before you activate your SIM.
Prepaid
Dial 1244 for free to activate your Prepaid SIM.
Is your SIM card lost, broken, stolen or not suitable for 4G? No problem. We’ll transfer your current Lebara phone number and credit to a new SIM card for you, free of charge.
Still have your old SIM card? Click here to request a new one right away. Then go through the steps on this page to transfer your information.
Is your SIM card stolen or lost? Contact us first.
Prepaid
Your SIM may be suspended for various reasons:
- If your account becomes inactive and you do not top it up for 90 days, it will be suspended.
- Your account will be suspended in case of suspected fraudulent activity.
- Your account will be suspended if you use our services for commercial purposes.
- Your account will be suspended if we receive multiple complaints against you.
Sim Only
Is it possible that you have an outstanding phone bill that you have not paid yet? If automatic billing (direct debit) is unsuccessful, we will email you a payment request including a link to make your payment online. If you transfer your payment within seven days, your service will resume. If you fail to do so, your SIM will be blocked. Then, you will be unable to make or receive calls until we receive your payment. To avoid delays in payment, make sure you have sufficient funds in your account and that you have provided us with your correct bank account details. After a failed direct debit attempt, you may have to contact your bank to reauthorise direct debit for future payments.
Your account may be suspended for various reasons:
- Your account will be suspended in case of suspected fraudulent activity.
- Your account will be suspended if you request for us to discontinue service.
- Your account will be suspended if you use our services for commercial purposes.
- Your account will be suspended if we receive multiple complaints against you.
Your PUK code can be found on the card that your SIM came with. Have you lost or forgotten your PUK code? Please contact our customer service to request a new one.
Dial 1233 to set up and listen to your voicemail.
From another country/phone
To listen to your voicemail outside the Netherlands or from a different phone, call +31612001233. Then enter your Lebara phone number and PIN. This is only possible when you've already configured your voicemail in the Netherlands.
Switching voicemail on or off
Don’t want to use voicemail? To switch your voicemail on, dial 12331 or text ‘AAN’ to 1233. To switch your voicemail off, dial 12339 or text ‘UIT’ to 1233.
You’ll find more information about voicemail here.
While you are in one call, you can still simply receive and answer other calls. That means you never have to worry about missing an important call. You can choose whether to answer or reject incoming calls. You can also choose between ending your current call or switching back and forth between 2 calls at once.
Dial *43# to switch this service on or off.
Insert your SIM and switch on your phone. Your phone should automatically select the correct internet connection settings. If not, you can select the settings manually. Go to the APN settings on your phone and type in ‘internet’. Restart your phone. After that, the correct settings should be automatically selected.
Lebara makes use of the trusted coverage of KPN. On this map you can check the coverage in your area.
Inside the Netherlands, Lebara uses the reliable, super-fast KPN 4G network. The actual speed of your connection depends on your device, your SIM card, the local provider and the amount of traffic on the network.
Sim Only
The standard maximum connection speeds for your Sim Only subscription are 75 Mbps (download) and 25 Mbps (upload). Did you start your Sim Only subscription after 2 June? If so, then you can activate an add-on to double your mobile internet connection speed to 150 Mbps for just 50 cents per month. This add-on activates immediately. If you deactivate it, this will take effect starting on the first day of the following calendar month.
Prepaid
10 = 20 and Lebara One offer maximum connection speeds of 10 Mbps (download) and 2 Mbps (upload) All in NL, All in International and data bundles offer maximum connection speeds of 25 Mbps (download) and 10 Mbps (upload).
Sim Only
You can use the mobile data in your bundle anywhere in the EU without extra costs. We always send you a text message to inform you when you have used 80% and 100% of your minutes, texts or data bundle. You will be charged at this rate until you reach an out-of-bundle limit of 10 euros. After you reach this 10 euro limit, you can no longer call, send text messages or use data. Of course, you can still receive incoming calls and text messages.
Outside the EU, other rates apply. You can find these here.
Prepaid
With Prepaid, you can use mobile data anywhere in the EU at our low rates. Are you outside the EU? Then you can only use mobile data if you have a 10 = 20 or Lebara One bundle. Different rates also apply in that case.
We’re happy to hear you’d like to switch to Lebara. It’s super easy to switch. Go here to select your plan and add-ons. You can also let us know right away if you want to keep your old number. Once your number has been transferred, you can start calling, texting and using data. We’ll cancel your old contract for you. That way, you won’t pay extra and everyone can still reach you. You can request number porting max. 4 months in advance.
Sim Only
When placing your order, you can specify whether you want to keep using your old number. We will then send you an email with a link to the request form for keeping your number.
You can only request to keep your old number if your contract is due to expire within 4 months. As soon as your number is transferred, we will send you a text message to let you know. After that, you can start calling, sending text messages and using mobile data right away with your new Sim Only subscription. Plus, we’ll even cancel your contract with your old provider. That way, you don’t have to worry about double costs or being out of reach.
Prepaid
First, order your new Lebara SIM card for free. Then, request to transfer your old number. We’ll send you a text message to let you know when your number has been transferred. After that, dial 1244 to activate your new SIM card.
If you order on a working day before 8 p.m., you’ll receive it the next day. Shipment is always free of charge. Has it been more than 3 business days and you still haven't Have you already received your new SIM? If so, then please contact our customer service customer service.
Want to cancel your order? Contact our customer service and please have your order number to hand.
If you placed your order online or over the phone, you can cancel for free any time within 14 days of activating your Sim Only subscription. We will charge you for any costs that you incurred during that time for calling, sending text messages or using data.
You must be at least 18 years old to sign up for a SIM Only plan. There is no minimum age for Prepaid.
