Lebara Customer Care: An Expert, Practical Guide (2025)

What Lebara Customer Care Covers and Where It Operates

Lebara is a multi‑country mobile virtual network operator (MVNO) founded in 2001, focused on low‑cost international calling and flexible SIM‑only plans. It operates in several European markets, notably the United Kingdom, Germany, France, and the Netherlands, with localized customer care in each country. Support is delivered through online chat, the MyLebara app (iOS/Android), web forms, and, in many markets, a phone-based help line for existing customers.

Because Lebara runs on host networks (for example, Vodafone’s radio access network in the UK), many technical issues overlap with the underlying network’s coverage, device compatibility, and VoLTE/Wi‑Fi Calling support. Customer care handles number porting (PAC/STAC in the UK), SIM/eSIM activation, plan changes, international rate questions, billing/top‑ups, roaming, and lost/stolen security actions. For fastest resolutions, have your account identifiers and device details ready before you start a chat or call.

Getting in Touch: Channels and Hours

The MyLebara app is the quickest self‑service channel for most tasks: activate SIM/eSIM, check usage, buy a bundle, change plan, see or download invoices, raise a support request, and suspend service if your phone is lost. Download from the Apple App Store or Google Play; sign in with your Lebara number and a one‑time code. Most common fixes—APN refresh, voicemail setup, call barring, and bundle changes—can be completed in under five minutes via the app.

For web support, use your country’s official site: lebara.co.uk (UK), lebara.de (Germany), lebara.fr (France), lebara.nl (Netherlands). Then follow the Help/Support or Contact link for chat and ticket options. Community forums (for example, community.lebara.co.uk for the UK) are useful for how‑to guidance, device compatibility tips, and announcements. Support hours vary by country and channel; live chat generally follows local business hours, while app and web self‑service are available 24/7. If you need to block a lost SIM urgently, use the app immediately; you can then arrange a replacement SIM/eSIM through support.

If you prefer phone-based help, check the “Contact” page specific to your country for the current care number and any short codes accessible from your Lebara SIM. Charges and availability differ by market. When roaming, use app/chat or web forms to avoid international calling costs.

Information to Have Ready Before You Contact Support

Bringing the right details to a chat or call speeds verification and cuts handling time. In many cases, support can complete security checks and perform the requested change in a single interaction if you provide the identifiers below.

• Account and identity: Full name, date of birth, billing/registration address, and the email used for MyLebara. If your number is new, have your order number or the last top‑up method/date.
• SIM and device: SIM ICCID (19–20 digits printed on the SIM card), PUK (usually 8 digits, shown in the app or original SIM carrier), and device IMEI (15 digits; dial *#06#). For eSIM, keep the activation QR code or profile ID handy.
• Service context: Your current plan/bundle name, when it renewed, and any recent changes. For call/SMS issues, note 2–3 example numbers, timestamps, and whether the problem is on mobile data, Wi‑Fi Calling, or both.
• Number transfer: If porting, keep your PAC or STAC code. In the UK, a PAC is valid for 30 days from issue; do not cancel your existing line until the port completes.

Never share full payment card numbers or your personal passwords in chat. Legitimate agents will only ask for partial verification and will never request your online banking login. If in doubt, end the session and reconnect via the official app or website.

Switching Your Number (UK PAC/STAC): Timelines and Steps

In the UK, Ofcom’s “Text to Switch” makes moving numbers simple. To take your number with you, text PAC to 65075 from the number you wish to move; you’ll receive your PAC by text typically within 60 seconds. If you want to cancel your current number without keeping it, text STAC to 75075. Both codes are valid for 30 days. Share the relevant code with your new or current provider (e.g., when joining or leaving Lebara) and choose your preferred switch date.

If you submit your PAC/STAC to the receiving provider by 17:00 on a working day, the switch should complete the next working day; later submissions usually complete the day after. Keep your existing SIM active until the port finishes. During the cutover window (often 15–60 minutes), you may notice brief service interruptions. If a port stalls beyond the agreed date, contact support with your PAC/STAC, the requested date, and any error text you received.

For multi‑SIM or business accounts, ports may be staged. Ensure each number has its own PAC and confirm any device lock (SIM/network lock) is removed before the switch. Visual voicemail and Wi‑Fi Calling can take several hours after port‑in to fully provision; restarting the handset and toggling airplane mode helps the network refresh.

Billing, Top‑Ups, Roaming, and International Rates

Lebara plans are typically 30‑day bundles with optional auto‑renew. You can pay by debit/credit card, sometimes PayPal (market dependent), or with vouchers purchased from participating retailers. Manage payment methods and renewal preferences in the MyLebara app; you can switch bundles mid‑cycle, but changes usually apply at the next renewal unless you explicitly buy an additional bundle to start immediately.

International calling is a core Lebara feature. Rates vary by destination and plan; always check the live rate checker on your local site (e.g., lebara.co.uk → International Rates) before making long calls. Some bundles include international minutes to specific countries; out‑of‑bundle calls are charged per minute. For roaming, verify whether your plan includes EU/EEA usage and any fair‑use caps. After the UK’s exit from the EU, roaming terms differ by operator and plan; consult your country site for current allowances and surcharges before you travel.

Invoices/receipts are downloadable in the app for expense claims and VAT purposes. If a payment fails, update your card and retry from the app; banks may decline international or recurring charges for security. Refunds for duplicate purchases or failed ports are assessed case‑by‑case; provide the transaction ID, date/time, and the last four digits of the card used to speed review.

Technical Troubleshooting and Escalation

Lebara relies on its host networks (e.g., Vodafone in the UK). As 3G has been decommissioned across the UK by 2024, ensure your device supports 4G/VoLTE for voice and SMS. If calls drop to “2G only,” update your device software, enable 4G/VoLTE in settings, and restart. Data and MMS issues are frequently APN‑related; most modern devices auto‑configure, but a profile refresh (remove/reinsert SIM or reset network settings) often resolves lingering problems.

• Signal/data issues: Test your SIM in another unlocked phone; if it works there, your device settings or firmware are the likely cause. Compare results indoors vs. outdoors and at different times to rule out local congestion.
• Account provisioning: In the app, confirm your bundle is active and you have data/minutes left. If you just changed plan or ported in, allow a few hours for all features (voicemail, Wi‑Fi Calling) to provision fully.
• eSIM: Delete and re‑add the eSIM profile only if support instructs you—some profiles cannot be re‑downloaded without a fresh QR code. Keep Wi‑Fi on during activation.
• Voicemail/SMS: Ensure the voicemail number and SMSC are default for your market; resetting network settings restores defaults on most phones.
• Escalation: If an issue persists after first‑line steps, ask for a diagnostic ticket with a reference ID and expected update time. Provide 2–3 recent failing examples with timestamps and locations for network teams.

In the UK, if a complaint remains unresolved after eight weeks, or you receive a “deadlock” letter earlier, you can take the case to Alternative Dispute Resolution (ADR). See Ofcom’s guidance at ofcom.org.uk/complaints/adr for the current scheme and how to submit your case. Keep transcripts, ticket numbers, and invoice copies—well‑documented cases are resolved faster.

Country Sites and Where to Start

Begin with your local site to get the right contact options, hours, and pricing: lebara.co.uk (United Kingdom), lebara.de (Deutschland), lebara.fr (France), lebara.nl (Nederland). Use the Help/Support page for live chat and the MyLebara app for 24/7 self‑service. Community forums are invaluable for real‑world device tips and plan optimization.

When speed matters—number ports, lost/stolen, or access issues—use the app or log in on the website first. You’ll complete security faster, your account context loads automatically for the agent, and most fixes require no further follow‑up. For UK number moves specifically, remember the key short codes: PAC to 65075 to keep your number, STAC to 75075 if you’re cancelling without porting, with a standard 30‑day validity and next‑working‑day completion when submitted by 17:00.

How do I activate Lebara?

Do it: Via the Lebara app. Online at lebara.com.au/activate. By phone on 1300 126 122 with our customer-service team.

What number to dial for Lebara?

5588
If you have not registered online with us before and do not have your original Lebara SIM linked to your account, please contact our customer services team (via chat or dial 5588 from your Lebara SIM to speak to an advisor).

How do I contact Lebara outside the UK?

Other network or outside the UK : +44 207 0310791 (cost depending on your operator). Available from 8am to 9pm (UK time), seven days a week.

What is the phone number of Lebara helpline KSA?

Top up and Balance
Activating expired Lebara SIM If you find that your Lebara SIM card may have expired and need help on what to do next, contact our Customer Service team on 1755 or 0576001755 and they can support you on further options.