Airtel Prepaid Customer Care: Complete, Practical Guide (India, 2025)

How to Reach Airtel Prepaid Customer Care

The fastest way to reach Airtel customer care from an Airtel prepaid number in India is by calling 121 for general queries and 198 for complaints. 198 is toll‑free for registering service complaints; 121 has a self‑service IVR that’s free, while agent-assisted calls on 121 may attract a nominal charge in some circles—listen to the IVR announcement before proceeding. Both numbers operate 24×7 for IVR; live-agent availability can vary by time of day.

Digital channels often resolve issues without waiting. In the Airtel Thanks app, go to Help & Support > Mobile Services > Raise a complaint to open a case, attach screenshots, and track status. Web support is available at https://www.airtel.in/support/ where you can log queries, check FAQs, and chat. For in-person help (SIM replacement, KYC, eSIM QR), use the store locator at https://www.airtel.in/store/ to find the nearest Airtel Store with working hours and navigation.

• Call from Airtel mobile: 121 (queries, IVR/self-service) and 198 (complaints, toll‑free).
• Web support: https://www.airtel.in/support/ and App download: https://www.airtel.in/airtel-thanks-app
• Store locator for SIM/eSIM/KYC: https://www.airtel.in/store/
• International roaming information and packs: https://www.airtel.in/ir/
• Official customer care on X (Twitter): https://x.com/Airtel_Presence and brand handle: https://x.com/airtelindia

What to Prepare Before You Contact Support

Have your Airtel prepaid number, an alternate contact number, and the Airtel Thanks app (logged in) ready. Note your last recharge amount and date, current plan name/expiry (visible under Thanks app > Mobile), and recent locations/times when the issue occurred (e.g., “Kondapur, Hyderabad, 26 Aug 2025, 7–8 pm”). This context helps agents replicate and route network tickets accurately.

Be ready for identity verification. Agents may ask for your full name, date of birth, and the last recharge or last three digits of a valid ID linked to the account (e.g., Aadhaar). For SIM-related tasks, keep the SIM serial (19–20 digits printed on the SIM card; last 4 is often enough) and your handset model (e.g., “Samsung A54 5G, Android 14”) handy to check for device/VoLTE compatibility.

For network or data complaints, collect quick diagnostics: number of signal bars, whether 4G/5G/VoLTE toggles are ON, approximate download/upload speeds (run any speed test thrice, note results), and whether the issue persists after moving outdoors or rebooting the phone. Clear, time-stamped notes reduce back‑and‑forth and speed up resolution.

Common Prepaid Issues and How to Resolve Them

Recharge, Pack Activation, and Balance Disputes

Most successful recharges reflect within 60 seconds and generate an SMS from Airtel. If you paid via UPI or card and the Airtel Thanks app still shows the old balance, pull to refresh the plan page, toggle Airplane Mode off/on, and reboot once. If the recharge is still missing after 10 minutes, check your payment app for a transaction ID and raise a ticket via Thanks app > Help > Recharge & Billing, attaching the proof. Give the exact amount, time, and reference number.

If you recharged a wrong number, immediately contact the payment merchant (the app or outlet that processed the transaction). Once value is credited to a valid prepaid account, operators typically cannot reverse it. Reversals, when possible, are handled by the merchant within strict time windows (often under 15–30 minutes). For duplicate recharges on the same number, Airtel can convert the extra one into a queued pack with the original validity or assist case‑by‑case—raise it with 198 or via the app and provide both transaction IDs.

SIM Lost, SIM Swap, PUK, and Number Suspension

If your phone is lost, block services quickly. From another phone, call 198 or use the Thanks app (logged in on another device) to temporarily suspend outgoing and data. Then visit an Airtel Store (https://www.airtel.in/store/) with a government ID (Aadhaar/Passport/Driver’s License) for a SIM replacement (same number). Replacement fees vary by circle; carry a small cash/card amount. Service usually resumes within 15 minutes of activation, though it can take up to 4 hours in some cases.

If your SIM is locked, you can retrieve the PUK via the Airtel Thanks app (Help > Manage SIM > Get PUK) or by calling 121/198 and verifying identity. For SIM swap requests (moving your number to a new SIM/eSIM), expect temporary restrictions to mitigate fraud: high‑value transactions and certain services may be limited for up to 24 hours after a swap. Never share the SIM swap OTP or eSIM QR with anyone; Airtel agents will not ask for full OTPs or UPI PINs.

Network, VoLTE/5G, and International Roaming on Prepaid

For voice issues, ensure VoLTE is enabled (Settings > Mobile Network > VoLTE/Wi‑Fi Calling ON) and preferred network is set to 4G/5G. For data, verify APN is set to “airtelgprs.com” with default/Internet profile; reset network settings if needed. If multiple users in the same location face poor coverage, raise a “network coverage” complaint with exact address landmarks; Airtel may run drive tests and optimize sectors—agents typically ask for 3–5 sample timestamps over 24–72 hours.

International roaming must be activated on prepaid with a valid IR pack before travel. Browse options and supported countries at https://www.airtel.in/ir/ and activate via the Thanks app. Activation usually completes within 30–60 minutes. Check that roaming and data roaming are ON in device settings. Pay‑as‑you‑go roaming without a pack can be very expensive; confirm country‑wise rates in the app and keep SMS delivery reports ON for OTPs.

Escalation Matrix and Resolution Timelines

Always start with a formal complaint so you get a docket number (via 198, Thanks app, or https://www.airtel.in/support/). Note the complaint ID and the promised turnaround time (TAT). Many issues—wrong pack activation, caller tune deactivation, basic network resets—are addressed same‑day; complex network complaints typically target 48–72 hours, with periodic updates shared by SMS or in‑app.

If your issue isn’t resolved by the promised time or the resolution is unsatisfactory, escalate. Step 2: contact the circle’s Nodal/Grievance team via the links at https://www.airtel.in/complaints/ (you’ll see region-specific emails/phone numbers after selecting your state/circle). Provide the original complaint ID, dates, and any attachments. Step 3: if still unresolved, approach the Appellate Authority for your circle through the same portal. File the appeal within 90 days of the complaint’s closure; appellate decisions are typically issued within 30 days.

• Step 1: Register complaint (198/App/Web). Get and save the docket ID. Typical TAT: same day to 72 hours depending on issue type.
• Step 2: Nodal/Grievance via https://www.airtel.in/complaints/ with your docket ID and evidence. Expect acknowledgement in 1–2 business days.
• Step 3: Appellate Authority within 90 days of closure; aim for a decision within 30 days. Keep call logs, screenshots, and payment proofs ready.

Costs, Plan Checks, and Transparency Tips

Calls to 198 are free. IVR on 121 is free; agent-assisted support on 121 may be chargeable in some circles—listen for the tariff prompt. In-store services like SIM replacement usually carry a small fee; carry a valid ID and check the store page for hours. For any chargeable request raised through the IVR, the system announces the fee before you confirm.

Prepaid plan pricing varies by circle and changes periodically. As a ballpark, 28‑day unlimited plans with 1–1.5 GB/day often fall in the ₹299–₹399 range, 56‑day plans around ₹509–₹669, and 84‑day plans around ₹719–₹999, with add‑ons for data boosts (e.g., 6 GB top‑ups) and OTT bundles. Always verify current prices and benefits in the Airtel Thanks app’s Recharge section for your specific number and circle; the app shows the most accurate, live offers and expiry dates. For transparency, turn on Bill/Usage alerts in the app and review the “Active Packs & Validity” screen after every recharge.