Frequently Asked Questions

VoLTE stands for voice-over LTE. Its High-quality voice calls over a 4G LTE network, rather than the 2G or 3G . faster call setup times, better coverage

Keeping VoLTE active is advisable because without it, your 4G network reverts to 3G during calls. This limitation prevents you from accessing fast internet during calls. However, with 4G VoLTE enabled, your 4G network remains unchanged, allowing you to use data services seamlessly in between calls. This means you can browse the web, download media, and perform other online tasks while engaged in VoLTE calls.

VoLTE calls typically incur charges at the same rate as other standard calls. If you have an active bundle, VoLTE calls may be included in your bundle allowances, depending on your service plan.

You might be concerned about VoLTE calls using up your data, but this is not the case. VoLTE calls are billed as minutes and do not generate data usage. Therefore, there are no additional data-related fees associated with VoLTE calls.

Android Phone

• Tap on your phone’s Settings application.
• Tap on Mobile Networks. This may also be called “Cellular” or “Internet”.
• Look for VoLTE.

Apple iPhone

• 1. Go to Settings > Cellular > Cellular Data Options or Settings > Mobile Data.
• 2. Tap Voice & Data. You may need to tap Enable LTE to see the following options: Off: Turns off LTE. …
• 3. Tap LTE if there’s no checkmark beside it. You should see a checkmark beside LTE.
• 4. Tap the VoLTE toggle to turn it on or off.

For more information on web setting please visit

To receive our offers and promotions, text YES to 3232. You can opt out at anytime by sending STOP to 3232.

Under our terms and conditions Lyca Mobile has the right to restrict or prevent access to certain websites and services over its network. At present Lyca Mobile does not allow the use of Lebara Talk over the Lyca Mobile data network. This will not prevent you from accessing such services via any available WiFi connection.”

Firstly, please make sure you have enough credit to send SMS.

If you still can’t send/receive SMS please check the Message Centre Number (MCN) in your SMS settings – it should be +393510000111. If you see a different number, enter +393510000111, turn your handset off and on and re-try sending any unsent SMS. If the problem remains please contact Customer Services.

If your SIM does not work when you first place it into your mobile, it may have a SIM lock. If you have been with your current provider for more than 18 months this lock can be removed for free, please contact your current provider directly to request the code which will allow you to remove your SIM lock. If you have had your handset for less than 18 months you should ask your handset provider how much it will cost to remove the SIM lock.

If you have activated your SIM PIN code and then entered the wrong PIN code into your Lyca Mobile three times your SIM card will automatically lock. In this case you must enter your PUK code. Your PUK code is displayed on the SIM card holder that came in your starter pack. Please retain it for safe keeping. If you have already joined My Lyca Mobile you can also find your PUK code displayed there – click here to login. If not please call our Customer Services team on +39 06 45 21 2322 and our team will return your call.

My Lyca Mobile is a way of monitoring your calls and texts online. You can join from this website and gain access to lots of useful tools.

Once you’ve inserted your new Lyca Mobile SIM, you can view your number by dialling *132#

To keep your old phone number, click on this link to download the POA form Fill the form and send it, together with a copy of your ID and CF to the below address Lyca Mobile S.r.l., Via di Valle Lupara 10, 00148 Roma. or cs@lycamobile.it you can also send a fax to 800 177 888 We will then be able to process your application. Please note: it can take up to 3 working days for your number to be transferred. However, you can still make and receive calls on your temporary Lyca Mobile number.

Yes, we have a connection charge: €0.18/call for national calls and €0.16/call for international calls with SMART Offer or €0.18/call with standard tariff. To find out more about our prices, please visit “National Rates” and “International rates” section in this website.

Visit the Contact us page for full details of the various ways you can get in touch with us, or simply call 40322 from your Lyca Mobile.

When you receive a text from a company you have not given your number to, this is called SPAM. Unfortunately, Lyca Mobile is unable to prevent you from receiving these unwanted messages, unless you want to ban all text messaging. These companies have sophisticated ways of obtaining mobile phone numbers. One way to avoid SPAM is to be careful about what sites you give your mobile number to.

The flashing envelope indicates your text memory is full. This will usually prevent you from receiving more text messages until you have deleted a few old ones. You can delete messages from the Inbox, Sent or Draft folders to free-up some storage space. The number of messages you can store will vary from one handset to another.

Calling Customer Services on 40322 from your Lyca Mobile is free of charge. Calls to +39 06 45 21 2322 from any other network are charged at your service provider’s standard national rate.

When it comes to making international calls, Lyca Mobile works in the same way as other mobiles or fixed line phones. Simply dial the number you need: 00 followed by your country code, then your area code and then the phone number and press the call button. Instead of a 00 you can also use a “+”. Please note: most premium voice and text services in other countries cannot be reached from a mobile phone service when calling from outside that country.

Lyca Mobile works in the same way as other mobiles when it comes to sending international text messages. Simply text 00 followed by your country code, then your area code and then the phone number and press the dialler button. Instead of a 00 you can also use a “+”.

The handset needs to be compatible with the internationally recognised GSM standards, adopted by all the major handset manufacturers. There are no other restrictions on the type of handset you can use with Lyca Mobile. Please call our Customer Services team on +39 351 000 1322 if you are unsure about your handset.

Please contact Customer Services on +39 06 45 21 2322 as quickly as possible and one of our advisors will help you.

We automatically deactivate SIM cards if you do not use them to make a call or send a text for 13 months. Thereafter, you have 11 more months to Top-up. After this time, unfortunately, these SIM cards cannot be reconnected and the mobile number also stops being available for you to use.

Calls to access the voicemail are absolutely free. Your Lyca Mobile Voicemail service has been automatically activated. To access your voicemail from your Lyca Mobile in Italy:dial 40121.

Roaming services are automated and they should work as soon as you travel abroad. If you are unable to access the same, kindly restart your phone and you should be able to use the services without any problem.

You can use your debit/credit card to automatically Top-up your account. This means that when your account reaches a certain level – we will automatically Top-up your account with a pre agreed amount of money from your registered credit/debit card. This saves you the problem of having to remember to Top-up and means that you never run out of credit or experience any unnecessary inconvenience.

Auto Top-up is the best way to always stay connected to your friends and family without running out of credit. To set up Auto Top-up, you need to Log on to MY LYCA MOBILE. Complete a Top-up using your debit or credit card. While processing a payment, please select the Auto Top-up service and set the minimum level of credit you want on your phone at all times. You can also choose from €5, €10, or €20 for your Top-up. When your credit falls below your minimum level, your phone will be automatically Topped-up.

To deactivate your Lyca Mobile Voicemail service: dial *185# followed by call button.

On our website: https://prepay.lycamobile.it/en/internationalrates Or Dial *136* Phone number with country code# from your mobile e.g. *136*00393510123456#

You are able to check your allowance at any time by dialling *137# (then press call) entirely free of charge from your Lyca Mobile phone.

You are able to check your Free Minutes and Free SMS allowance at any time by dialling *135# (then press call) entirely free of charge from your Lyca Mobile phone.

You can always check your available balance/allowance by dialing *131# from your handset. Alternatively, you can call our Automated Voice response at 40321 from your Lyca Mobile number.

To check your billing info and to manage your Lyca Mobile account, please register your SIM online. Once you have completed the set up, you will get a case sensitive password which will allow you to gain access to online account management on our website.

This could possibly be due to an active data connection. Kindly turn off mobile data and restart your handset and you will be able to access the internet. If you still are facing issues, please contact Customer Services at 40322 from your Lyca Mobile number.

The Lyca SIM is set up to intimate customers when the balance reduces below a set level and that is why you may receive this error. However once you disconnect the first attempt and try again the call will go through as long as there is enough credit. If the problem persists kindly call Customer Service at 40322 from any Lyca Mobile number.

No, at the moment we offer only Pay As You Go services, however we do have various offers.

No, a Bundle purchase will not be considered as a top up.

Please note that some handsets switch from Wi-Fi to Mobile Internet depending on signal strength. To avoid these issues, please deactivate the Data option on your mobile phone while using Wi-Fi.

While it is not mandatory to register your details on our website, we would strongly recommend you do so. Registering one’s number opens up many additional facilities including the ability to manage your Lyca account online, setting up of Auto top up facility, collecting itemized bill copy, changing or updating personal information etc.

Kindly visit our website www.lycamobile.it for the specific activation code for the bundle that you are interested in or you can always call Customer Service at 40322 from your Lyca number.

Please remember that you can always dial *137# to check your balance details and allowance details on your Lyca Mobile account.

Yes, you will get a message confirming your bundle activation. Please start using the bundle only after you receive the same, failing which you may be charged under standard tariffs. If you did not receive a confirmation message, you can always check you bundle allowance by dialing *137# from your Lyca Mobile or call 40322 from your Lyca Mobile number to reach Customer Service.

No, you need to have available credit on your main balance to activate any bundle.

Yes, the expiry details are mentioned on the website www.lycamobile.it (T&C).

No. As per T&Cs, all the allowances will expire on the same day as the bundle validity date.

Each bundle is specifically designed to cater to specific customers and hence you will only be able to call the countries specified in the bundle you have activated.

We do not have the option to cancel any bundle once activated; however depending on the bundle and your usage of it, we will try our best to assist you. For more details kindly contact Customer Service at 40322 from your Lyca number.

To ensure that we offer the most competitive bundles to our customers, we update our rates as often as possible; hence for the most updated information on our rates and bundles, please visit our website www.lycamobile.it or you can also call our Customer Service department at 40322 from your Lyca Mobile number.

When activating a bundle, there is an option for the same to be automatically renewed. Please uncheck the box to disable Auto renewing as an option. Please note that the Auto renewal option is available for the customer’s benefit as it save you the trouble of remembering to top up your account. However, you do have an option to cancel Auto renewal by dialing *190# at least 24hrs before the bundle expiry date.

To ensure that we offer the most competitive bundles to our customers, we update our rates as often as possible. For the most updated information on our rates and bundles, please visit our website www.lycamobile.it or call our Customer Service department at 40322 from your Lyca Mobile number. As an MVNO, our rates are greatly subject to market conditions and rate fluctuations and we are constantly updating our products to ensure that we offer the best value for money to our customers.

You can buy a new SIM card at any of our retail partners. Once you have the new SIM card, please call our Customer Service department at 40322 (if calling from a Lyca Mobile number) or +39 0645212322 (if calling from any other number) and we will help in transferring your old number to your new SIM within 24 business hours.

We don’t have the option to get your contacts back, however you can check your dialled numbers via our website www.lycamobile.it if you are a registered customer with a My Lyca Mobile account. For more details kindly contact Customer Service at 40322 from your Lyca Mobile number.

Kindly contact the Customer Service department at 40322 (if calling from a Lyca Mobile number) or +39 0645212322 (if calling from any other number) with your SIM card details and your card will be blocked.

At the moment we do not have the option to block incoming calls; however your outgoing calls will be barred as soon as the number is blocked.

Yes, you can transfer your old number to Lyca Mobile. If you do not yet have a Lyca Mobile number, you can purchase a new Lyca Mobile SIM card at any of our retail partners. You can ask to transfer your number at the moment of purchase. Alternatively, you can find the request form on our website https://prepay.lycamobile.it/en/transfer-your-number/. Kindly print the form and send it, filled in all its parts, to email address cs@lycamobile.it, together with a scan of your ID. You can alternatively send your request via fax to 800 177 888. Once we will get your request , if all details are correct, the transfer will be effective in 3 working days.

It is possible, unless tariffs applied by your previous network provider. Please check your previous network provider’s T&C.

Yes, you can top up your Lyca Mobile SIM card and the credit will be available even after the port-in is completed.

Your port-in request will be completed in 3 business days, but this timeline also depends upon the previous network provider and may be extended.

Yes, we offer the best rates to call internationally. As the largest MVNO in the world, we operate in 17 countries and this means you can be always be in touch with your family without breaking the bank. For more details kindly visit our website https://prepay.lycamobile.it/en/internationalrates.

At the moment we don’t have the option to transfer only the balance from one account to another; however you will be able to transfer the balance along with the mobile number and any active bundle as part of a SIM transfer. For more details kindly contact Customer Service at 40322 from your Lyca Mobile number.

We will be able to transfer your bundle from the old SIM however the bundle in the new SIM will be deactivated /cancelled after SIM swap.

We are sorry that you have chosen to leave us and would like to know why. Kindly contact our Customer Service department on 40322 where we would like to hear your feedback / concerns.

Kindly ensure that you have data allowance or sufficient balance available on your phone. You can always find out the exact leftover allowance on your Lyca Mobile SIM card by pressing *137# and then pressing the call button. If the problem persists, kindly contact our Customer Service team at 322 from any Lyca number.

Every time you change your handset or reset your Phone you will get the automated settings messages, however once you save or install the settings the messages will stop.

Kindly ensure that your mobile data and data roaming is on and also check the manual settings by visiting our website.

No, at the moment we do not support data access when in roaming.

No, at the moment we do not support Internet on Blackberry.

Yes, depending upon your handset and area, you will be able to access data.

Depending on your handset model, the settings will vary. For most phones you will automatically receive the settings which you will have to save for it to work. You can manually choose the settings for your specific handset model by visiting our website or you may also call us at 40322.

No, you can ignore that option.

You can either enter “0000” or “1234”.

Kindly restart your handset and select the network manually, you may chose Lyca Mobile or Vodafone.

The network coverage is heavily dependent on location & our network partners. We request you to keep trying and if the problem persists, to report the same to our Customer Service department at 40322 from your Lyca Mobile number.

If the SIM is damaged, kindly call Customer Service at 40322 with a brand new activated Lyca Mobile SIM and PUK number and we will help you to transfer your old number to your new SIM within 24 business hours.

Since the SIM is working in your handset while other SIMs do, it might be an issue with your handset provider; or the mobile phone could be locked to only accept SIM cards from a particular service provider. Kindly contact the handset dealer for more assistance.

You can top up using a Debit or Credit card online on our website. After your card has been registered, you can simply dial 40321 and use our Interactive Voice response to top up over the phone using your Credit/Debit card.

Our website is best enjoyed while using Internet Explorer or Google Chrome. Please avoid using other web browsers like Firefox or Opera. If the problem still persists, please raise a complaint with our Customer Service team by calling 40322 from your Lyca Mobile number.

Did you know that you can now manage your entire Lyca Mobile account, including changing the registered address, online at https://account.lycamobile.it/login.aspx?lang=en? Alternatively, you can also change your address by writing in to cs@lycamobile.it with your Full name, Date of Birth, Lyca Mobile Number and a copy of your ID.

After completing one successful top up with your Credit/Debit card, you have the option to activate the Auto Top up facility. You set this service to automatically top up a predetermined value each time the balance drops below a value set by you. Please note that you can also control the frequency and value of the top up.