FAQ

Normally we will keep your number for 120 days if you do not use our service.

If your SIM does not work when you first put it into your mobile and enter your PIN, it may have be locked. If you have been with your current provider for more than 1 year this lock can be removed for free. Please contact the Customer Service on100 from Lyca Mobile Number or +256726100100 from any other Uganda Operator number to request the code which will allow you to remove your SIM lock. If you have had your handset for less than one year you will also have to ask your handset provider how much it will cost to remove the SIM lock.

You can order a Lyca Mobile SIM from a nearby Lyca Mobile store. Electronic Top-up vouchers can be purchased from various locations and you can also top-up online using a credit or debit card. You can also use Lyca Mobile Uganda Mobile Money to buy top-up. Lastly you can as well topup from Payway, Peebu and Interswitch using their Point of Sales (POS) or Vending Machines.

If you have activated your SIM PIN and then you enter the wrong SIM PIN three times your SIM card will automatically lock. In this case you will need to enter a PUK code which will unlock your SIM card. Your PUK code is displayed on the SIM card holder that came in your starter pack. Please keep a note of this code. If you do not have the code, please call Customer Services on 100 from your Lyca Mobile.

With My Lyca Mobile, you can view your balance, call and top-up history, set up Auto-Top-up so you never run out of credit, update your personal details, change your plan and more.

Once your SIM card is activated, you can view your number by dialling *192#

No, there are no monthly or hidden charges. Every price you see is what you’ll pay.

You can call Customer Services on 100 from your Lyca Mobile or +256 726100100 from any other phone. Visit our Contact Us page for full details of the various ways you can get in touch with us.

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. 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.

When it comes to making international calls, Lyca Mobile works in the same way as other mobiles or landlines. Simply dial 00 followed by the country code you are calling (e.g. 40 for Romania), then the area code without the first 0 (except Italian landlines where the first 0 is kept) and then the phone number and press the call button. Instead of 00 you can also use a + (e.g. +40). For example, if you were calling Romania from Switzerland you would dial 0040377 881276 (example is Lyca Mobile Customer Services).

 

Please note that 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 the country code without the first 0, then the area code and then the phone number and press send. Instead of 00 you can also use a +.

For example, if you are texting someone in Romania, simply text 0040377 881276 (number is Lyca Mobile Customer Services and is not available to text).

Your handset needs to be compatible with 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 100 from your Lyca Mobile if you are unsure about your handset.

If you do not use your phone at all for a period of 5 months, your credit will be frozen.

If your credit has been frozen, you must top-up within one month of it being frozen to reactivate your credit. If you don’t top-up, you will no longer be able to use your SIM.

Currently, Lyca Mobile does not provide voicemail service.

Roaming services are automated and they should work as soon as you travel abroad. If it seems roaming isn’t working, please restart your phone and you should be able to use our roaming services without any problem.

Firstly, please make sure you have enough credit to send a text. If you still can’t send or receive texts, please check the Message Centre Number (MCN) in your SMS settings.

You can check our unbeatably low rates from our website.

Alternatively, you can dial *194* followed by the phone number you wish to call with its country code and then # from your mobile.

E.g. *194*0040377881276# (number is Lyca Mobile Customer Services).

You can always check your balance by dialling 131 or entering *131#

To check your billing details and to manage your Lyca Mobile account, please register your SIM card and complete the setup for My Lyca Mobile. Once you have completed the setup, you will get a case sensitive password that will allow you to gain access to online account management on our website.

Please Contact the Customer Services on 100 for your Itemized Bill.

This could possibly be due to an active data connection. Please turn off mobile data and restart your handset. If the problem continues, please contact Customer Services on 100 from your Lyca Mobile.

Your Lyca Mobile SIM is set up to let you know when your balance gets below a set level. That is why you may receive this error message. 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, please call Customer Services on 100 from any Lyca Mobile number.

Yes. Lyca Mobile Uganda Offers Contract Services. Please get in touch with Lyca Mobile Customer Services on 100 for further support.

No, we only provide a SIM card at the moment.

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

You can register your SIM card through authorized retailers. Please remember to have your Identification details.

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.

Yes, it is mandatory to register in order to use Lyca Mobile services. Registering your number opens up many additional options including the ability to manage your Lyca Mobile account online, the setting up of Auto Top-up, changing or updating personal information and much more.

Please visit our National Bundles page where you will find the specific activation code for the bundle that you are interested in. Alternatively, you can always call Customer Services on Customer Services on 100.

You can always dial 131 to check your bundle and allowance details on your Lyca Mobile account.

Yes, you will get a message confirming your bundle activation. Please only start using the bundle after you receive the text. If you attempt to use your bundle before receiving the confirmation text you may be charged under standard tariffs. If you did not receive a confirmation message, you can always check your bundle allowance by dialing 131 from your Lyca Mobile or simply call 100 from your Lyca Mobile to speak to Customer Services.

Yes, the expiry details are mentioned on the bundle page and can be found in the terms and conditions.

No. As per the terms and conditions, all allowances will expire on the same day as the bundle expiry date.

Yes you can activate the same Bundle again for as long as you have loaded Airtime on your phone.

Each bundle is specifically designed to cater to specific customers. 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 please contact Customer Services on 100 from your Lyca Mobile.

To ensure that we offer the most competitive bundles to our customers, we update our rates as often as possible; for the most up to date information on our rates and bundles, please visit our website. Alternatively, you can also call Customer Services on 100 from your Lyca Mobile.

When activating a bundle, there is the option for it to be automatically renewed. Please uncheck the box to disable Auto-renewal. Please note that the Auto-renewal option is available for your benefit as it saves you the trouble of remembering to top-up your account. However, you do also have the option to cancel Auto-renewal by dialing *190# at least 24 hours 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 up to date information on our rates and bundles, please visit our website or call Customer Services on 100 from your Lyca Mobile. As an MNO, our rates are 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.

Please go to the nearest Police station to report the loss. With a letter from Police, please go to the nearest Lyca Mobile store or to Lyca Mobile Head Office for processing of a replacement.

We don’t have the option to get your contacts back, however you may log in to your My Lyca Mobile account and check your dialed numbers. For more details please contact Customer Services on 100 from your Lyca Mobile or +256726100100 from another phone.

Please contact Customer Services on 100 from your Lyca Mobile or +256726100100 from another phone as quickly as possible and one of our advisors will help you.

Please send an email to cs@lycamobile.ug with the required details including IMEI number and handset make/model, along with a copy of a utility bill to verify your identity. After verification has been completed, we will provide you with proof of usage which you can use for claiming your insurance.

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.

No, the Service is not available on the Lyca Mobile Network.

Please ensure that you have enough data allowance or sufficient balance available on your phone. You can always find out the exact allowance on your Lyca Mobile account by dialing *131#. If the problem persists, please contact our friendly Customer Services team on 100 from your Lyca Mobile or +256726100100 from another phone.

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.

Please ensure that mobile data and data roaming are on and also check the manual settings by visiting our website.

No, at the moment we do not support internet on BlackBerry or dongles.

Yes, depending on 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 the internet to work. You can manually choose the settings for your specific handset model by visiting our Mobile Web Settings page. Alternatively, you can contact Customer Services on 100 from your Lyca Mobile or +256726100100 from another phone.

No the Service will be set automatically on your phone.

No, you can ignore that option.

This PIN number will be sent as a text message when you receive internet settings.

Please restart your handset and select the network manually. You can choose Lyca Mobile.

Network coverage is heavily dependent on location and our network partners. Please keep trying and if the problem persists, contact Customer Services on 100 from your Lyca Mobile or +256726100100 from another phone.

If your SIM is damaged, please call Customer Services on 100 from your Lyca Mobile or +256726100100 from another phone. You can order a new Lyca Mobile SIM card and we will help you transfer your old number to your new SIM within 24 hours.

If your SIM isn’t working in your handset but other SIM cards are, it might be an issue with your handset provider; or the mobile phone could be locked, meaning it only accepts SIM cards from a particular service provider. Please contact the handset dealer for more assistance.

You can top-up using a debit or credit card online at www.lycamobile.ug

Our website functions best on Internet Explorer or Google Chrome. Please avoid using other web browsers such as Firefox or Opera. If the problem still persists, please contact Customer Services by calling 100 from your Lyca Mobile or +256726100100 from another phone.

You can update your billing details through My Lyca Mobile. Alternatively, simply email cs@lycamobile.ug with your full name, date of birth, Lyca Mobile number and a copy of your utility bill.

After completing one successful top-up with your credit or debit card, you have the option to activate Auto Top-up through My Lyca Mobile. You set this service to automatically top-up a chosen amount each time the balance drops below an amount set by you. You can also control the frequency and value of the top-up.