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FAQ

Using Lyca Mobile is simple, just click below for more information.

How can I receive texts with Lyca Mobile offers and promotions?

To receive our offers and promotions, text YES to 3332. You can opt out at anytime by sending STOP to 3332.

Can I use VoIP Services on my Lyca Mobile?

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.”

Keep your old number with Lyca Mobile

You can change your current mobile phone number free of charge to Lycamobile. For number portability to questions, fill out the form in the SIM package or call customer service.

Forgotten PIN / PUK Codes

If you enter the wrong PIN code 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 Letter found in your starter pack. Please retain it for safe keeping. If you can’t find your PUK code call Customer Services.

SIM Lock

If your SIM does not work when you first enter it into your mobile and after entering your PIN, it may have a SIM lock. If you have been with your current provider for more than 1 year 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 one year you should ask your handset provider how much it will cost to remove the SIM lock.

Validity Period

If you do not make any calls or SMS within a 3 month period your credit will be frozen.

If your credit has been frozen you have one month in which to top up again, in which case your old credit will be reinstated. If you do not top up within this period your number will be frozen permanently and you will not be able to use your SIM.

International Roaming

How do I use the International Roaming service? All Lyca Mobile customers can use our International Roaming service. The service is activated automatically when you make your first call whilst in Denmark. You can make and receive calls & a text’s as you would at home. Please remember to add the international dialing code before making a call. Please note: We recommend that you make your first call at least 24 hours before leaving Denmark. How do I know if I am roaming? There are a few easy ways to check if you are Roaming: Some phones display a ‘Roaming Icon’, please see your handset user guide for further details. Your phone will display a different network name once you have successfully logged onto a Roaming Partner Network. Some phones will display the Roaming Partner Network name above or after Lyca Mobile. Our Roaming Partner Network may send you a welcome text message. How much does it cost? Whilst you are abroad, the cost to make & receive a call will depend on where you are and where you are calling to. To keeps things simple, we have split the world into 5 zones. Each country will fall into one zone. Click here to see our International Roaming prices.

How to Activate Mobile Internet

To use the mobile internet you need the correct settings on your handset. Call customer service to request the settings. We will send you SMS messages to update your phone’s Internet settings automatically. Make sure you accept this message and save the settings. If you need help, simply call 3332 from your Lycamobile.

Click here to view your Mobile Web settings.

Why I cannot send/receive SMS?

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 +4571300101 for Lyca Mobile Denmark. If you see a different number, enter +4571300101 and turn your handset off and on and re-try sending any unsent SMS. If the problem remains please contact Customer Services.

eSIM

What is an esim?

An eSIM is a convenient SIM card that’s integrated directly into your phone. Unlike traditional plastic SIM cards, the eSIM stores all the data needed for your device to connect to the LYCA Mobile network without the need of insertion and removal from the handset.

What’s dual sim with eSIM?

Dual SIM phones with eSIM enable users to have two phone numbers on one device. These phones contain both a physical SIM card and an eSIM, allowing for access to multiple data networks and their plans. This is convenient for people who utilize different phone lines for various reasons or who often travel abroad.

Can I get LYCA eSIM on Pay As You Go?

Yes! We offer both Pay As You Go (prepaid) and Pay Monthly (post-paid) to our customers, as long as their phones are compatible with the eSIM technology.

Which devices support eSIM?

Starting with the iPhone XS and continuing through to the latest iPhone 14 Pro Max, all iPhone models now have the capability to support eSIM. Similarly, iPads and tablets, such as the iPad Air, iPad Pro, and Microsoft Surface Pro X, also support eSIM. There are also numerous Android phone models that support eSIM, including Samsung, Huawei, Pixel, Motorola, Xiaomi, Sony, and others. Click here to access a complete list of phones compatible with Lyca eSIM.

Where Lyca eSIM can be purchased?

You can purchase Lyca eSIMs online on https://www.lycamobile.dk/en/order-sim/ or through any retail shop selling Lyca Mobile SIM.

What is the eSIM QR code?

A QR code is a type of barcode used for quick and easy access to information using a smartphone. To use it, simply scan the unique code with your phone’s camera and the relevant information will be sent back to Lyca, enabling us to add an eSIM profile onto your device in a safe and secure manner. There’s no need to download any additional apps as the QR code reader is built into your phone.

If I'm using both my physical sim and eSIM, does that mean I have two mobile numbers?

Yes, if you have both a physical SIM card and an eSIM, then that means you have two separate mobile phone numbers. A mobile number will be active only on one of SIM type eSIM or physical.
 

How do I activate my eSIM that I ordered online via Lyca Mobile website?

Here are the steps to activate your eSIM:

  1. After ordering your eSIM online with bundle plan via Lyca Mobile, you will receive a confirmation email
  2. The email will contain a QR code for activating your eSIM
  3. Depending on your phone model (iOS, Android, Samsung Smartphone, Huawei etc.), follow the instructions below to successfully activate your eSIM

A. iPhone You’ll need a Wi-Fi/Mobile Data connection on your phone and an eSIM activation card with a QR code from Lyca Mobile. To download your eSIM, open your camera app, point the camera at the QR code, and follow the prompts. If you can’t scan the QR code through the camera scanner, follow the below steps:

  1. Connect to Wi-fi
  2. Go Settings
  3. Mobile data
  4. Add eSIM (Click it will open the QR code scanner)
  5. Follow the prompts to scan the QR code on your eSIM activation card from Lyca Mobile

B. Samsung Smartphone You’ll need a Wi-Fi/Mobile Data connection on your phone and an eSIM activation card with a QR code from Lyca Mobile. To download your eSIM, open your camera app, scan the QR code, and follow the prompts. If you can’t scan the QR code through the camera scanner, follow the below mentioned steps:

  1. Connect to Wi-Fi
  2. Open Settings
  3. Select Connections
  4. Select SIM card manager
  5. Select Add mobile plan
  6. Follow the prompts to scan the QR code on your eSIM activation card from Lyca Mobile

C. Google Smartphone You’ll need a Wi-Fi/Mobile Data connection on your phone and an eSIM activation card with a QR code from Lyca Mobile. To download your eSIM, open your camera app, scan the QR code, and follow the prompts. If you can’t scan the QR code through the camera scanner, follow the below mentioned steps:

  1. Connect to Wi-Fi.
  2. Open Settings.
  3. Choose Network & Internet.
  4. Select the plus sign (+) next to Mobile network.
  5. Select Download a SIM instead.
  6. Follow the prompts to scan the QR code on your eSIM activation card from Lyca Mobile.

D. Huawei You’ll need a Wi-Fi/Mobile Data connection on your phone and an eSIM activation card with a QR code from Lyca Mobile. To download your eSIM, open your camera app, scan the QR code, and follow the prompts. If you can’t scan the QR code through the camera scanner, follow the below mentioned steps:

  1. Connect to Wi-Fi.
  2. Open Settings and look for Mobile Network.
  3. Choose SIM Management.
  4. Add eSIM.
  5. Select Type – eSIM
  6. Follow the prompts to scan the QR code on your eSIM activation card from Lyca Mobile.

I’ve accidently deleted my eSIM from my phone, what do I do?

Please call Lyca Mobile customer service

What do I need to do when I upgrade or change my phone?

Please call Lyca Mobile customer service

I ordered Lyca Mobile Free eSIM without a Plan or Topup, can I activate my eSIM?

Yes, you can activate your eSIM without a plan or top up. After you purchase the eSIM from our website, you will receive a confirmation email with a QR code. Scan the code and install the eSIM on your device. Once your eSIM is installed, it is activated and ready to use – but only after you purchase a bundle plan or top up. Without that, your eSIM won’t be able to make calls or access data networks. For an easy start with your new eSIM, we recommend buying a bundle plan from our website while purchasing your eSIM. That way you can get started instantly and save time!

I am Lyca Mobile customer and have a physical SIM how do I swap it with an eSIM ?

It’s easy to switch from a physical SIM to an eSIM! Here’s what you do:

  1. Go to https://www.lycamobile.dk/en/ and order a free eSIM
  2. Once you have bought it, you will receive a confirmation email with a QR code
  3. Scan the QR code and install the eSIM on your device
  4. Login to your Lyca Mobile account from our website
  5. Go to Account Manager section
  6. Click on “SIM Swap” option on the navigation panel on the left
  7. Select the option to switch from a physical SIM to an eSIM
Bundle and Credit Reservation

What is credit reservation? And why has my credit been frozen?

Credit reservation is a new system we have introduced to automatically reserve credit paid for by top-up voucher or debit card in your Lyca Mobile account for the purpose of activating a rolling Pay As You Go (PAYG) plan or queued Lyca Mobile plan.

When you do not have enough credit in your balance for our system to automatically renew/activate your requested plan, our system will now automatically reserve any existing Lyca Mobile account credit until you’ve topped up enough balance to renew/activate the requested plan.

This is to prevent you from accidentally using services at PAYG standard rates without your knowledge (for example, data used by apps for alerts and background refreshes).

We will notify you that credit reservation has taken place on your Lyca Mobile balance. Any chargeable calls will divert to customer service, so you can release your balance.

For example: you purchase a Kr.200 30-day plan. When the expiry date arrives, you only have Kr.80 credit shown in your balance. With our credit reservation, your balance will automatically be reserved at Kr.80 – and you will be sent a text message letting you know. If you then top-up Kr.150 (bringing your total balance to Kr.230) the system will automatically active your Kr.200 plan. Your new plan will begin, and you will have Kr.30 balance to use for out-of-plan services.

 

What if I have activated my plan using a debit/credit card?

If you have activated your plan using a debit/credit card, unfortunately our credit reservation system does not support this payment method at the moment. We hope to change this soon. If you wish you can change your payment method by logging into your Lyca Mobile account.

What happens to the services when credit reservation causes my Lyca Mobile account balance to be reserved?

When your account balance is reserved due to credit reservation, your Lyca Mobile services will be limited to non-chargeable calls and texts. This includes incoming calls, texts, customer service calls, and any free calls/texts – e.g., freephone numbers and free data (where applicable). Any additional unexpired Lyca Mobile plan will still continue to be available to you until it expires.

How do I release my Lyca Mobile account balance when credit reservation has activated?

To deactivate credit reservation and release your balance, text CANCEL to 5309. Your scheduled plan will be cancelled and reserved credit, if any, will be available for use at PAYG rates or for a plan you have enough credit for.

How can I check my balance to see my credit reservation?

When credit reservation starts for your number, your reserved balance amount will be in the SMS notification sent to you.

Please refer to the notification text or call customer service for your reserved balance.

Our credit reservation system does not currently support balance display – this is coming in a future update. If you check your balance after receiving a credit reservation notification message – via our call system, mobile app or your online account – it will display as having no funds.

However, any balance you had before credit reservation activated will be displayed immediately once you deactivate the credit reservation.

How does credit reservation work if I have multiple Lyca Mobile plans active on my Lyca Mobile account?

Credit reservation activates on a per-plan basis.

If you have more than one Lyca Mobile plan active, with auto-renewal or a plan queued, and not enough call credit in your balance, the first plan to expire will automatically trigger credit reservation and reserve your Lyca Mobile balance.

Your second Lyca Mobile plan will still continue to be available to you until it expires.

You will be notified of any credit reservation on your Lyca Mobile balance that takes place.

What if I want to activate a different plan – not my current or queued plan?

To activate a different plan to your current or queued plan, please contact customer service or call via 3332.

When credit reservation is active, if you top-up a sufficient amount for your current or queued plan, that plan will automatically be re-activated using the reserved credit and the balance of the top-up.

If you stop credit reservation and release your balance, you are free to top-up a new or existing plan, start a new plan, or use Pay As You Go services as you choose.

Can I disable auto-renewal before credit reservation activates?

Yes. You can disable auto-renewal on your Lyca Mobile plan(s), and this will also stop credit reservation from activating.

However, by disabling auto-renewal, any discounts or benefits which are conditional on auto-renewal may be lost. Please review your plan and agreement before cancelling auto-renewal.

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