Frequently Asked Questions | Lebara
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For all your Sim Only questions

 

Service

You can download the Lebara app from the IOS App Store or from the Google Play Store

Check our store finder for a store nearby or order online via lebara.nl. 

Select *149# on your phone and then press the call button. You will then see your Lebara number appear on the screen. Your number is also on the back of the SIM card package.

From the Netherlands:

0900 - 4321 321

For Lebara customers: 1200

 

From abroad:

+31619001200

 

You can call the customer service on: 061900 (1200). There are no additional costs for calling Lebara customer service from your prepaid credit or your Sim Only bundle, for contact details and opening times look here.

Thinking of leaving? We are really sorry that you're thinking of leaving Lebara. Before making your final decision, we'd suggest that you compare our current rates and offers, with the network you want to join to make sure it's the right decision for you. If you decide to switch, please contact our customer service.

 

SIM card

Select *149# on your phone and then press the call button. You will then see your Lebara number appear on the screen. Your number can also be found on the back of the SIM card packaging.

There are 3 formats:

  • The mini SIM card: This is the most commonly used one in the older phones.
  • The micro SIM card: This is the new standard for new smartphones.
  • The nano SIM card: A format in which only the chip is visible.

The Lebara SIM card is 3-in-1 and therefore always fits in your phone.

You will receive an e-mail confirming your online order for a free Lebara SIM card. Weekday orders before 20.00h will be delivered the next day by postNL.

You can do that here for free. Or get one in a shop, the closest you can find via the shop finder. After you activated the new simcard by calling 1244, you can contact our customer service. Your number and call credit will be transfered to your new simcard within 2 working days.

To help you as soon as possible, we want to provide you with another SIM card. You can order this for free here. Do you order before 20.00 on working days? Then you will receive it the next working day. You can then use the activation link that you received by e-mail. Do you need a SIM card now? Then you can also get a SIM card at a shop near you! Check out our store finder here.

You decide when your plan starts. Do you order in a shop and don't have a number you want to take with you? Then your plan can start immediately when you take out your plan in the store. Do you order in a store and want to keep your current number? Please tell the shopkeeper. He will apply for number portability right away.

Did you order online no number to take with you? Then immediately activate your SIM card. You do this by clicking on the link you received after ordering. Do you to keep your number from another provider? Then first request number retention and activate your plan after your request is completed.

To activate your Sim Only, click on the activation link in the e-mail you received after you ordered. No mail received? Check your spam folder.

Would you like to bring your own number to Lebara? Then you need an activated Lebara simcard. You can apply this via >requestnumberporting< You need the following data:

  1. The number you want to keep;
  2. The simcardnumber of the telephone number you want to keep.
  3. The telephone number of your new Lebara simcard.
  4. Your customer number of your current provider (only if you have a plan)

The required time for this porting differs per provider. You can only request number porting when your plan from the current provider expires within 120 days.

Do you want to transfer your current number and possible credit to new simcard? Apply for this here. First, copy all your contacts from you old sim card to your phone or new sim card before applying.

Did you loose your telephone or your simcard? Please, call the customer service to freeze your simcard: +31(0)619001200.

This is possibly caused by an invoice that has not yet been paid. Lebara then freezes your simcard. You will receive an e-mail with a link to pay as yet. If succesfull, your SIM card will be activated again. Please, check your spamfolder as well for this particular e-mail.  

 

Calling & Internet

Lebara uses the KPN Network. You're connected via 3G and 4G in the whole country. Click here to see the coverage in the Netherlands.

Please find the instructions to set the internet on your phone on our website here.

You can use 4G almost anywhere in the Netherlands. Curious about coverage in the Netherlands? Check here the cover card.

Our theoretical down / upload speeds are: 25 mbps download 10 mbps upload. The actual speed depends on your device, location and how busy the network is.

We understand that it is annoying when you run out of your bundle. Therefore, you'll receive a text message as soon as 80% of your MB credit has been used up and you'll always have free access to your current usage status on MyLebara and the MyLebara app. There you can see exactly how many MB's you still have left.. As soon as you ran out of credit, you receive another sms. Then, you can choose to buy extra credit. If you do not do this, the usage will be on top of your bill. 

The Sim Only extra databundles are valid until the end of the current month, in addition to the Sim Only month bundle. On the first day of the month, you will receive new MB's again and the speed is replaced.

When using mobile internet, you use data (MB's).You do not pay for the time that you're online, but for the number of MB's that you use and for the number of sessions that you start. Lebara is not allowed to register to what kind of apps your MB's go to. Fortunately, it is possible in an easy way to check. Android Via Settings > Data use you can see exactly how much data your apps use in the current period. You can set this period the way you want. We advise you to set it similarly as you buy your data credit with us. iPhone Via Settings > Data use you can see exactly how much data your apps use in the current period. You can set this period the way you want.We advise you to set it similarly as you buy your data credit with us. Check the next examples:

  • Sending a WhatsApp: 0,01 MB per message 
  • Uploading photo on Facebook: 1 MB per foto
  • Streaming music, via Deezer for instance: 1 MB per minute
  • Watching YouTube: 2,5 MB per minute
  • Watching YouTube HD: 11 MB per minute
  • Watching Netflix on average quality: 700 MB per hour
  • Watching Netflix on HD quality: until 3 GB per hour
  • Watching Netflix on Ultra HD quality: 7 GB per hour
  • Sending an e-mail without attachment: 0,15 MB per message
  • Downloading an app: 20 - 30 MB for common apps

Are you on WiFi? Then you don't use MB's from the Lebara network.

To view your call history, you have to register your Lebara number at MyLebara. Once you have logged in to MyLebara, you will be able to view all your details.

"Lebara applies a Fair Use Policy (FUP, conditions for reasonable usage), part of our General Conditions. Which means you are not allowed to overrun a normal usage per month. Normal usage is being defined as 3.000 minutes and 1.000 text messages (sms) per month. If you do overrun these quantities, Lebara has the right to suspend the service or to terminate the contract.

Foreign numbers not belonging to the bundle, paid premium numbers (as 0900 numbers) and paid texting services, will be separately registrated. With an unlimited databundle you receive a month credit of 75GB, valid in the Netherlands. Almost run out of these GB's? We send a text. Afterwards, you can top up every day 1GB for free, by contacting our customer service at 1200. Like this, we try to avoid unfair or commercial usage. Like this, everybody can internet limitless, and the network is not unnecessarily loaded. Roam Like At Home FUP (Fair Use Policy): When you start using a Lebara bundle in an EU country, per number a maximum data use of 30 days is applicable, starting from the day you pass a country border. The maximum differs per bundle. In the next table you find an overview of the quantity of GB per bundle:

 

  Product

 FUP in GB

 Sim Only National 1 month €10 with 5 GB

3,6

 Sim Only National 1 month €11 with 5 GB

4,0

 Sim Only National 1 month €15 with 7 GB

5,4

 Sim Only National 1 month €16with 7 GB

5,4

 Sim Only National 1 month €20 with 10 GB

7,2

 Sim Only National 1 month €21 with 10 GB

7,6

 Sim Only National 1 month €25 with Unlimited GB

9

 Sim Only National 24 month €10 with 5 GB

3,6

 Sim Only National 24 month €15 with 7 GB

5,4

 Sim Only National 24 month €20 with 10 GB

7,2

 Sim Only National 24 month €25 with Unlimited GB

9

 Sim Only International 1 month €15 with 5 GB

5,4

 Sim Only International 1 month €16 with 5 GB

5,8

 Sim Only International 1 month €20 with 7 GB

7,2

 Sim Only International 1 month €21 with 7 GB

7,6

 Sim Only International 1 month €25 with 10 GB

9

 Sim Only International 1 month €26 with 10 GB

9,4

 Sim Only International 1 month €30 with Unlimited GB

10,8

 Sim Only International 24 month €15 with 5 GB

5,4

 Sim Only International 24 month €20 with 7 GB

7,2

 Sim Only International 24 month €25 with 10 GB

9

 Sim Only International 24 month €30 with Unlimited GB

10,8

 

 

 

For calls to a 09XX or 18XX-number, you will pay the rate mentioned at the start of the call. On top of this rate, you will pay the start rate and the rates for calling a landline as stated in the rates for your type of call credit. Costs for calling a 085X, 088X, 14XXX and 116X number are the same as the rates for calling a landline as stated in the rates for your type of call credit. Below are the rates:

Lebara Sim Only.

 Note; credit for calling these numbers will be taken out of your out of bundle credit.

 

Abroad

Outside the EU, you can only call, sms and internet with ‘Lebara 10=20/20=40/30=60’, with ‘Lebara One’ and ‘Lebara SIM Only’. You cannot use ‘Lebara All in NL’, ‘Lebara Unlimited’ or Lebara 3G/4G databundles.

You need to have a pin code first, which you set when activating your voicemail. You can then dial +31619001233. You then only have to give your Lebara number and your pin code.

No, this is not included. This is just calling abroad, so that's where the normal international rates apply. Check out the international rates here.

That is possible in these countries/areas, so without extra roaming costs: 

 

 A
 Azores, Aland Islands, Austria
 B
 Belgium, Bulgaria
 C
 Canary Islands, Croatia, Cyprus (Republic of Cyprus, not including Northern Cyprus), Czech Republic
 D
 Denmark
 E
 Estonia
 F
 Finland, France, French Guyana
 G
 Germany, Gibraltar, Greece, Guadeloupe
 H
 Hungary
 I
 Ireland, Iceland, Italy
 L
  Latvia, Lithuania, Lichtenstein, Luxemburg
 M
 Madeira, Malta, Martinique, Mayotte
 N
 Norway
 P
 Poland, Portugal
 R
 Reunion, Romania
 S
 Saint Martin, Slovenia, Slovakia, Spain, Sweden
 U
 United Kingdom (England, Scotland, Wales and Northern Ireland)

 

"Lebara applies a Fair Use Policy (FUP, conditions for reasonable usage), part of our General Conditions. Which means you are not allowed to overrun a normal usage per month. Normal usage is being defined as 3.000 minutes and 1.000 text messages (sms) per month. If you do overrun these quantities, Lebara has the right to suspend the service or to terminate the contract.

Foreign numbers not belonging to the bundle, paid premium numbers (as 0900 numbers) and paid texting services, will be separately registrated. With an unlimited databundle you receive a month credit of 75GB, valid in the Netherlands. Almost run out of these GB's? We send a text. Afterwards, you can top up every day 1GB for free, by contacting our customer service at 1200. Like this, we try to avoid unfair or commercial usage. Like this, everybody can internet limitless, and the network is not unnecessarily loaded. Roam Like At Home FUP (Fair Use Policy): When you start using a Lebara bundle in an EU country, per number a maximum data use of 30 days is applicable, starting from the day you pass a country border. The maximum differs per bundle. In the next table you find an overview of the quantity of GB per bundle:

 

  Product

 FUP in GB

 Sim Only National 1 month €10 with 5 GB

3,6

 Sim Only National 1 month €11 with 5 GB

4,0

 Sim Only National 1 month €15 with 7 GB

5,4

 Sim Only National 1 month €16with 7 GB

5,4

 Sim Only National 1 month €20 with 10 GB

7,2

 Sim Only National 1 month €21 with 10 GB

7,6

 Sim Only National 1 month €25 with Unlimited GB

9

 Sim Only National 24 month €10 with 5 GB

3,6

 Sim Only National 24 month €15 with 7 GB

5,4

 Sim Only National 24 month €20 with 10 GB

7,2

 Sim Only National 24 month €25 with Unlimited GB

9

 Sim Only International 1 month €15 with 5 GB

5,4

 Sim Only International 1 month €16 with 5 GB

5,8

 Sim Only International 1 month €20 with 7 GB

7,2

 Sim Only International 1 month €21 with 7 GB

7,6

 Sim Only International 1 month €25 with 10 GB

9

 Sim Only International 1 month €26 with 10 GB

9,4

 Sim Only International 1 month €30 with Unlimited GB

10,8

 Sim Only International 24 month €15 with 5 GB

5,4

 Sim Only International 24 month €20 with 7 GB

7,2

 Sim Only International 24 month €25 with 10 GB

9

 Sim Only International 24 month €30 with Unlimited GB

10,8

 

 

 

If you travel to a country outside the EU, you can still make and receive calls, and send and receive text messages. If you plan to use mobile data, you must first register with the Lebara customer services.

The rates and rules for countries outside the EU are not changing. These are not covered by the new rules on EU roaming. Data roaming outside the EU is only possible with Sim Only, Lebara 10=20 and Lebara One. With Lebara One, you can now also enjoy data roaming in the EU and the rest of the world. Sim Only can only be used outside the EU in combination with Lebara One.

Abroad, Lebara mobile internet is available at 3G speed.

Yes, just call +31619001200 (12 cents per call).
Getting called abroad is free within the EU. If you are called outside the EU, the cost for Lebara One is €0.99 per minute and for Lebara 10=20 €1.98 per minute.

 

Voicemail

To check your voicemail, you have to activate it first. You can do this by dialing 1233 and then following the instructions on the tape. You will be asked to give your name, insert a welcoming message and to set a pin code. Once you've followed these steps, you can check your voicemail by dialing 1233.

The costs for calling voicemail are € 0.10 per call with Lebara One credit and € 0.20 per call with Lebara 10=20 credit.

To turn off your voicemail, you can send a text with the shortcode 'UIT' to 1233. You will receive a confirmation text that the voicemail has been disabled. To turn on your voicemail, you can send a text with the shortcode 'AAN' to 1233. You will receive a confirmtion text that the voicemail has been enabled.

To do this, first set a PIN code and then call +31619001233. Then enter your Lebara number and the corresponding PIN code.

You need to have a pin code first, which you set when activating your voicemail. You can then dial +31619001233. You then only have to give your Lebara number and your pin code.

 

Bundles & Tariffs

You decide when your plan starts. Do you order in a shop and don't have a number you want to take with you? Then your plan can start immediately when you take out your plan in the store. Do you order in a store and want to keep your current number? Please tell the shopkeeper. He will apply for number portability right away.

Did you order online no number to take with you? Then immediately activate your SIM card. You do this by clicking on the link you received after ordering. Do you to keep your number from another provider? Then first request number retention and activate your plan after your request is completed.

Extra usage outside your bundle is charged at the following rates: outside bundle costs.  The maximum extra usage is €10 per month. This way you will never face a bill shock. All your consumption outside the bundle in a certain month is charged to you via the invoice for the following month. You can top up your additional outside bundle credit here or via the MyLebara App.

If you are about to run out of data, check out here for the additional data bundles for Sim Only. The additional data bundle is valid until the end of the current month.

Here you find the Sim Only out of bundle rates.

We will send you a message when you're on 80% and 100% of your bundle usage. Check this to upgrade your Sim Only. You will never have unexpected costs like this. The additional databundle is valid unti the end the end of the current month.

 

Invoice

You can find everything you need to know right here.

Every first week of the month, by e-mail, you will receive a specified invoice. You can also check your invoices at MyLebara.

It will be a little higher, caused by the moment of your plan's start. The fixed monthly costs you always pay in advance. Is your plan's start halfway the month? The costs will be charged for the entire month, but will be corrected on the second invoice.  

For example: You have a plan of €20 per month that started on 15th. On your first account you will see €20 for plan costs and €15 for administration costs, €35 in total. On the second invoice we correct the €20 for the bundle with a credit of €10 of the first month. Possibly, out of bundle costs will be charged. On the third invoice, the €20 plan costs, as well as out of bundle costs of month 2, if made, will be charged.

You will receive your final invoice by e-mail. We settle possibly extra paid costs of the last month with costs of use in the same period.

If you think your invoice is not correct, please contact costumer service