Frequently Asked Questions

Frequently Asked Questions

1. Scratch off the security panel on the back of the card to reveal your voucher number;

2. To recharge using your mobile, select ‘Account’ on your mobile phone menu, then ‘Payment’ then ‘Voucher’.

         Enter your 6 digit Lebara account PIN and follow the instructions OR;

3. Call 126 123 from your Lebara Mobile and follow the prompt to recharge;

4. Enter your voucher PIN.
         Whichever method you choose, your call credit will be added instantly!

1. You will receive 10 digits voucher PIN to your email;

2. To recharge using your mobile, select ‘Account’ on your mobile phone menu, then ‘Payment’ then ‘Voucher’.

        Enter your 6 digit Lebara account PIN and follow the instructions OR;

3. Call 126 123 from your Lebara Mobile and follow the prompt to recharge'

  OR     Click  Instant Web TopUp   

4. Enter your voucher PIN (PIN number sent to you by email).

         Whichever method you choose, your call credit will be added instantly!

Mega Plan $39.90 – Add $10 more credit for international calls, international SMS, more data and all other call types.

Each value lasts for 30-days from redemption. Addtional more credit amount can be used for anything that is not included in the ‘Unlimited’ services of the plan (where available), and are charged at standard rates which will be deducted from your included credit amount.

Each Mega Plan value is valid for 30-days once the call credit has been added to your account.  To continue using the Mega Plan you must redeem a new Mega Plan value on or within 30-days.

If you are a new Lebara customer, you can choose the Lebara Mega Plan by:

  • purchasing a Lebara Mobile SIM from stores; or
  • ordering a Lebara Mobile SIM (no call credit) online 

Once you have activated your SIM you will need add call credit by choosing one of the Mega Plan values - $39.90, $49.90 or $59.90.

If you are an existing Lebara customer, you can change to the Lebara Mega Plan at any time by choosing one of the Lebara Mega Plan values - $39.90, $49.90 or $59.90 – when you add call credit to your SIM.

If you are on the Lebara Standard plan and want to change to the Mega Plan, you can do so at any time by adding a Lebara Mega Plan value to your account.

The minimum amount for the Lebara Mega Plan is $39.90. Any unused credit amount will roll over and will become part of your included credit on the Mega Plan.  Any credit that is rolled over to the Mega Plan will take on a 30-day credit expiry.

Calls to any standard fixed line number in AustraliaCalls to any standard mobile number in Australia (excludes Pivotel)Standard SMS & MMS to Australian numbersCalls to 13xx and 18xx numbersCalls to voicemail (deposit & retrieval)Calls to standard ‘Free call’ numbers including Lebara short code services and emergency numbersNEW! 4GB Data included at no extra costAdd $10 call credit to use for International calls, International SMS, data over 4GB, and other services not listed above.

Your Mega Plan may have expired if you have not added another Mega Plan value on or within the 30-day expiry period. Unfortunately you may lose access to your current number, and will need to get a new SIM.Note: Minimum amount to keep using the Mega Plan is $39.90 for 30-days access.

To keep getting the Mega Plan, you need to make sure you redeem another Mega Plan value on or within the 30-day expiry of your current plan.

f you redeem another Mega Plan value before your current 30-day plan expires, don’t worry, you don’t lose out. Any additional Mega Plan values you redeem within your current period will be added to your existing plan, so if you have 10 days left on your current plan and redeem another Mega Plan value you will have access to Unlimited services for 40 days. Plus, any unused credit for additional services will be rolled over to your new expiry.

If you are on the Mega Plan and want to change to the Lebara Standard plan, you simply need to recharge your account with a Lebara Standard recharge (available in $10-$100 denominations),

Should you change to the Lebara Standard plan, you will no longer have access to ‘Unlimited’ services and your account will revert to the Lebara Standard plan.  Any unused credit amount from the included services of your Mega Plan will roll over and will become part of your credit on the Standard Plan, and will take on the 90-day expiry period of this plan.

The SIM (Subscriber Identification Module or Subscriber Identity Module) card - a.k.a. "smart card" - holds all of a subscriber's personal information and phone settings. In essence, it is the subscriber's authorization to use the network. It also holds the phone number, personal security key and other data necessary for the handset to function. The card can be switched from phone to phone, letting the new phone receive all calls to the subscriber's number.

The SIM is inside each handset and functions as its digital brain. The authentication and encryption capabilities of the SIM prevent your phone from being stolen and your calls from being eavesdropped on. The SIM's digital memory, which stores information like your rate plan, phone number and service features, also allows you to easily personalize your service and contains user ID and billing information that can be switched between different phones. So, with your SIM card installed, you can make or receive calls personally even when you're using a borrowed phone. Upgrading your phone is as simple as slipping your SIM card into your new phone.

Lebara Mobile pre paid SIM cards and recharge vouchers are available from many shops throughout Australia.  Please contact us or call 1300 126 122 from any other phone  to find the closest shop to you.

You can activate your SIM online at www.lebara-mobile.com.au or call us on 126 122 from your Lebara Mobile .  You'll need your passport or Australian drivers licence when you do this.

Calls to 126 122 from your Lebara Mobile are free. Calls to 1300 126 122 from other networks are charged at your service provider’s standard national rate.

  • When it comes to making international calls, Lebara Mobile works in the same way as other mobiles or fixed line phones. Simply dial 0011 followed by your country code, then your area code without the leading ‘0’ and then the phone number and press the dialler/send button. Instead of 0011 you can also use the "+" symbol.
  • 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.

The call credit for Lebara Mobile expires after 90 days from last recharge.

We don’t currently offer international/global roaming, however we are looking to introduce this in the near future. If you are travelling to Europe you can purchase a Lebara SIM from selected countries. Please visit www.lebara.com for a listing of these countries.

Lebara Mobile works in the same way as other mobiles when it comes to sending international text messages. Simply text 0011 followed by your country code, then your area code and then the phone number and press the dialler button. Instead of a 0011 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 Lebara Mobile. Please call our customer services team on 1300 126 122 if you are unsure about your handset.

If your mobile phone screen shows any of the following when you first put your Lebara Mobile SIM in your phone: 'phone restricted', 'blocked', 'barred', 'incorrect SIM' or 'SP lock', your mobile may be locked to another network. There are a number of ways to unlock your phone - just call our customer services team on 1300 126 122 for advice.

Where You do not Recharge for a continuous period of 120 days following Your Activation or last Recharge of the Services in relation to the Lebara Standard Plan or where you do not purchase and redeem a Lebara Mega Plan, Lebara Mini Mega Plan or Lebara $29.90 Unlimited National Plan within 7 days after the end of your latest Plan period of use, the Agreement will terminate automatically and shall be deemed to be terminated by You.

Please contact customer services on 1300 126 122 as quickly as possible and one of our advisors will help you.

  • calls or SMS to any international number
  • premium SMS services or any MMS services
  • video calls within Australia
  • calls to premium or special service numbers, including but not limited to satellite phone numbers, directory assistance and 19xx services
  • making any Australia or international video calls
  • any mobile data connection charges

Note: You must have a minimum balance of 1c at any time within the 30-day period in order to have access to all services on the Mega Plan.

You can purchase the Mega Plan online, or buy a voucher from retail stores

If you use up your included call credit, you can top up at any time with a Lebara Mega recharge. The Lebara Mega recharge is available in values of $9.90 and $19.90 and can be purchased in the same way as the Lebara Mega Plan.

If you top up your account with a Lebara Mega recharge it will expire at the same time as your current Mega Plan, however unused additional call credit will roll over as long as you remain on a Lebara plan. 

Note: You must have a minimum balance of 1c at any time within the 30-day period in order to have access to all services on the Mega Plan.

If you top up your Mega Plan with a Lebara Standard recharge you will lose access to your ‘Unlimited’ services, and your account will revert to the Lebara Standard Plan.
Any unused credit from your included services amount will roll over to the Standard Plan and any usage will be charged at the rates of the Lebara Standard plan. Any credit that is rolled over will also take on the 90-day expiry period of the Lebara Standard plan. At any time, you can convert back to the Lebara Mega Plan.

If you change between plans, any unused credit will be rolled over to your new plan, as long as you remain with Lebara. Any roll over credit will take on the expiry period of the plan that you have changed to.

For example:

  • If you are on the Lebara Standard plan and change to the Mega Plan any remaining credit will roll over and become part of the included credit amount on the Mega Plan, and will take on the 30-day expiry of the Mega Plan.
  • If you are on the Mega Plan and change to the Standard plan, you will lose access to your ‘Unlimited’ services and any unused credit for additional services will roll over to the Standard plan.  Any credit that has been rolled over will take on the 90-day expiry of the Standard plan.

If your included services credit reaches $2 you will get a low balance warning (either voice message or SMS). You will need to top up your credit with a Mega Plan recharge amount – $9.90 or $19.90 – to allow you to continue using the services that are not included as part of your Unlimited services.Note: You must have a minimum balance of 1c at any time within the 30-day period in order to have access to all services on the Mega Plan.

With MyLebara you can keep track of your call history, view your call balance, check your credit expiry and manage your account online.

Go to www.lebara.com.au/mylebara to sign in - you will need your account or mobile number, and your PIN to login. You can check your credit expiry in the ‘Account Summary’.

To see how much credit you’ve used, select the ‘Usage’ tab – here you will see any ‘Unlimited’ services listed with no charge, and any amounts deducted from your included credit amount will be charged at standard rates.

Your Mini Mega Plan may have expired if you have not added another Plan value on or within the 30-day expiry period. Unfortunately you may lose access to your current number, and will need to get a new SIM.
Note: Minimum amount to keep using the Mini Mega Plan is $24.90 for 30-days access. Lebara recharge values ($9.90/$19.90) can only be used to top up or add credit amounts.

If you redeem another Mini Mega Plan value before your current 30-day plan expires, any unused call credit for additional services will be rolled over to your new expiry. However, your access to 200 national standard minutes of Talk or Text and any unused data from the 200MB Data included will not rollover. You will receive a new 200MB Data inclusion from your most recent Mini Mega Plan renewal however any unused data will not accrue. Your new redeemed Mini Mega Plan recharge re-sets to 30 days. Also, your included call credit from the new plan and roll over credit (if you have any left) will take on the 30 day expiry of the new Mini Mega Plan

E.g If you have 10 days left of you Mini Mega Plan voucher and recharge with a new Mini Mega Plan voucher, you DO NOT receive 40 days expiry for your plan and services. You will reset to 30 days expiry.

If you have unused call credit on your existing Lebara Standard Plan or any Included credit or additionally purchased credit for “Excluded Services” on other Lebara Plans, any unused call credit will be rolled over to your new plan, as long as you remain with Lebara. Any roll over call credit will take on the expiry period of the plan that you have changed to.
For example:

  • If you are on the Lebara Standard plan and change to the Mini Mega Plan any remaining call credit will roll over and become part of the included credit amount on the Mini Mega Plan, and will take on the 30-day expiry of this Plan.
  • If you are on the Mini Mega Plan and change to the Standard plan, you will lose access to your ‘Unlimited’ services and any unused call credit for additional services will roll over to the Standard plan. Any call credit that has been rolled over will take on the 90-day expiry of the Standard plan.

Note: Unused data from the 2GB Data included does not rollover, however you will receive a new 2GB Data inclusion on a 30-day renewal of your Mini Mega Plan.

If you are on the Lebara Mini Mega Plan and want to change to any of our other Lebara Plans, you simply need to recharge your account with any one of the other Lebara Plans: Lebara Standard Plan, Lebara Mega Plan or Lebara $29.90 Unlimited National Plan.

If you recharge with a Lebara Mega Plan, Lebara Standard Plan or Lebara $29.90 Unlimited National Plan recharge value, your plan will revert from the Lebara Mini Mega Plan to the relevant plan. On the Lebara Standard Plan, Mega Plan and $29.90 Unlimited National Plan you do not have access to the Lebara Mini Mega Plan 200 standard national calls or texts or 200MB content and data (Included Services) however your remaining included credit will roll over to the relevant plan and can be used for services as outlined in the relevant Lebara Plan Services Description. In these circumstances your roll over credit will also take on the expiry period of the relevant Lebara Plan. At any time, you can convert back to the Lebara Mini Mega Plan.

If you are on the Lebara Standard plan, Lebara Mega Plan or Lebara $29.90 Unlimited National Plan and want to change to the Mini Mega Plan, you can do so at any time by adding a Lebara Mini Mega Plan value to your account by selecting the $24.90 Lebara Mega Plan denomination online.

If you have unused call credit on your existing Lebara Standard Plan or any Included credit or additionally purchased credit for “Excluded Services” on other Lebara Plans, any such credit will roll over to the Lebara Mini Mega Plan as additional included credit for Excluded Services, and it will take on the expiry period (30-days) of this new plan.

If you recharge using a Lebara Standard Plan recharge value, your plan will revert from the Lebara Mini Mega Plan to the Lebara Standard Plan. On the Lebara Standard Plan you do not have access to the Lebara Mini Mega Plan 200 standard national calls or texts or 200MB content and data (Included Services) however your remaining included credit will roll over to the Lebara Standard Plan and can be used for services as outlined in the Lebara Standard Plan Services Description. In these circumstances your roll over credit will also take on the 90-day expiry period of the Lebara Standard plan. At any time, you can convert back to the Lebara Mini Mega Plan. If you recharge with a Lebara Mega Plan or Lebara $29.90 Unlimited National Plan recharge value, your plan will revert from the Lebara Mini Mega Plan to the relevant plan. On the Lebara Standard Plan, Mega Plan and $29.90 Unlimited National Plan you do not have access to the Lebara Mini Mega Plan 200 standard national calls or texts or 200MB content and data (Included Services) however your remaining included credit will roll over to the relevant plan and can be used for services as outlined in the relevant Lebara Plan Services Description. In these circumstances your roll over credit will also take on the expiry period of the relevant Lebara Plan. At any time, you can convert back to the Lebara Mini Mega Plan.

Yes! You receive 200MB Data in your 30-day Mini Mega Plan, at no extra cost. If you’re new to the Mini Mega Plan you will receive 200MB Data when you purchase your first Mini Mega Plan.

  • Excess national standard minutes of calls or texts over the included 200 minutes of talk or text;
  • calls or SMS to any international number;
  • premium SMS services or any MMS services;
  • video calls within Australia;
  • calls to premium or special service numbers, including but not limited to satellite phone numbers, directory assistance, and 19xx services;
  • making any Australia or international video calls; and
  • content and data usage over 200MB (excess data) which is charged at 3c per MB rounded up to the next MB.
  1. 200 minutes of standard national talk (calls) OR 200 standard national texts (SMS) to the following services, known as ‘Included Services’:
    • calls to any standard fixed line number in Australia;
    • calls to any standard mobile number in Australia (excludes Pivotel);
    • standard SMS to Australian numbers;
    • calls to 13xx and 18xx numbers;
    • calls to voicemail (deposit & retrieval); and
    • calls to standard ‘Free call’ numbers including Lebara short code services and emergency numbers; and
  2. the use of content and data services up to 200MB data charged in 1MB increments, rounded up to the next MB; and
  3. Included Additional credit for “Excluded Services” (see below)

To recharge your Lebara Mini Mega Plan select the $24.90 Lebara Mini Mega recharge denomination on MyLebara. The following are the steps on how to recharge:

  1. Log into MyLebara
  2. Select “Top-up” on the Menu option on the left hand side
  3. Select “Specify credit card” or “Use registered Credit card” and follow the prompts
  4. Select “Lebara Mini Mega Plan Recharge” under “Prepaid Options”
  5. Select “Lebara Mini Mega Plan $24.90” from the drop down list
  6. Click “Next” and payment will be transacted