Frequently asked Questions

Got questions? We’ve got answers. Browse through our frequently asked questions to learn more about Lebara’s plans and everything else you need to know to get the most from your mobile service.
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New Members

SIM orders and delivery

You can order a free SIM or a SIM with a plan on our website.

If you order it before 3 PM on a weekday (Monday–Friday), it will be delivered by Royal Mail the next working day. This excludes weekends and Bank Holidays.

Yes, you can keep your existing number, and it’s easy to move your number to Lebara.

Follow this simple 3-step process to keep your existing number.

You’ll need to do the following:

  1. Activate your Lebara SIM card.
  2. Text PAC to 65075 from your existing mobile network SIM to get the PAC code.
  3. Complete a port-in request, and it will be processed on the date selected by you.

Move your existing number to Lebara today!

You have up to 30 days to activate your SIM card with Lebara.

You will no longer be able to use your chosen plan or promotions if you have not activated your SIM within 30 days from your order date.

We currently don’t support eSIM, but it is planned for Q3 in 2025. You can follow us on social media to keep up to date with Lebara news.

If you have a smartphone, your SIM will activate once you put it in your phone and switch it on. If you have a feature phone, dial 5588, and your SIM card will be activated when you hear the automated voice.

If you are having problems using your SIM, check a few simple things to resolve the issue.

Dial *#100# and press the call button to see your number on-screen.

You can also find your number on the back of the SIM card packaging if you still have it.

To activate your SIM card, insert it in your phone and switch it on. You are then ready to browse, or purchase a plan if you haven’t already.

Top-Up & Balance

There are three ways to check your balance:

  • Dial *#1345# and press the call button to see your balance on screen.
  • Dial 5588 to listen to your balance.
  • Log in to your MyLebara account online or via the app.

If you think you’ve been overcharged, you can log in to your MyLebara account and check your usage history. To request a refund, get in touch with our customer services team.

You can find all our current rates here.

Dial *#1345* and enter the 12 or 14-digit voucher number, followed by # then press the call button. You can also top-up via the MyLebara app, or buy a top-up voucher or scratch card from your local shop.

Just so you know, entering the wrong voucher or scratch card number could block your top-up service. If this happens, get in touch with our customer services team.

You can find all our current rates here.

Top-ups can take a couple of minutes to update. If it hasn’t updated after four hours, get in touch with our customer services team.

Our online checkout is safe and easy to use. We accept the following credit and debit cards: MasterCard, Visa, Visa Debit, Visa Electron, and American Express.

Pay via PayPal

Select PayPal at checkout and use your account to make a purchase. PayPal accepts MasterCard, Maestro, Visa, Visa Debit, Visa Electron, Discover, and American Express.

Pay in-store with cash or card

There are hundreds of Lebara retailers across the country. You can find one at your nearest high street location.

You will need to have an active plan or top-up on your account to be able to buy an add-on. If you’re still having issues, you likely exceeded the limit of add-ons you can buy, so you will need to buy a new plan.

Browse our plans here if you need more data, minutes, or texts.

Plan & Rates

You can see our 30-day rolling SIM-only plans here. If you want to see all our prepaid plans, go here. When you’ve chosen one, you can activate it from our website or by logging in to your MyLebara account.
You can browse our offers page for the latest Lebara Rewards.

If you have the correct balance on your Lebara SIM card, prepaid plans are renewed automatically.

We’ll send you an SMS reminder or an email if you purchased the plan online before your plan renews automatically. If you don’t want to renew your plan, follow the prompts in the SMS.

If you bought your plan online, you can choose to disable auto-renew on MyLebara.

To check the balance of your plan, log in to your MyLebara account online or via the app. You can also dial 5588 to listen to your plan and credit balance.

How can I change my plan?

If you’d like to change your current Lebara SIM-only plan you can do this via the website or through the MyLebara app. You will need to purchase the plan you would like to switch to, and your previous plan will automatically end once it has expired. You can still use your old plan allowances until the date of expiry. To change your plan simply, follow the instructions below:

How to change your Lebara plan via the website

You can visit best-sim-only-deals.html and select your preferred product from the list of 30-day or 12-month SIM-only deals and follow the steps below:

Click on “Buy”.
Select “An existing Lebara SIM card”.
Log in with your credentials.
Select the mobile number (if you have multiple mobile numbers associated with one account).
Proceed to payment and complete your purchase.
You will receive a purchase confirmation on your registered email.

How to change your Lebara plan via the MyLebara app

On the home screen at the bottom centre click on “Shop Now”.
Click on the product category 30-Day Monthly Plans or 12-Month Plans.
Select a plan and click on “Buy”.
Select the mobile number (if you have multiple mobile numbers associated with one account).
Proceed to payment and complete your purchase.
You will receive a purchase confirmation on your registered email.

You can find all of our international rates on our rates checker page.

If you don’t have enough funds for automatic renewal, you’ll receive an SMS alert letting you know your plan won’t be renewed. If you want to add a new plan, you’ll need to top-up and text the opt-in code of the plan to 38885.

If you are on one of our 30-day rolling SIM-only plans you can cancel any time by turning off auto renew. To turn off auto renew, simply log in to your MyLebara account and toggle off auto renew under the manage plan section.