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How To Get Started

The following is a list of frequently asked questions about the Vectone Mobile PAYG service. If you have a question that is not answered here, our Customer Services team are happy to help.

To benefit from the savings Vectone Mobile offers, you need a Vectone Mobile SIM card. You can get a Vectone Mobile SIM card by ordering a starter pack here or from the many shops showing the Vectone Mobile signage. The starter pack is FREE, but you will need to top-up to start making calls.

Your PUK code is displayed on the SIM Card holder that came in your starter pack. Please retain it for safe keeping. Alternatively, you can call our Customer Service team and they will be glad to assist you.

You can keep your current mobile number and use it with your new Vectone Mobile SIM. Please text your  "PAC code" and "Vectone number that we will transfer your existing number" to 07574212555. <PAC code> space <Vectone Mobile Number>. Click here to know more.

This process will take 1 working day from receipt of your PAC. When your number transfer has been completed, you will receive a confirmation text from us.

To get your PAC Code please call your operator's Customer Service Number and ask them to provide you a PAC Code.  Click here to find out more about how to keep your number.

Call customer service and arrange for your old number to be moved to a new SIM card. You may be asked security questions in order to verify that you are the account holder. Please be advised that it costs £1 to do a SIM swap. The amount will be deducted from your balance.

Don’t worry. We can send you a reminder – simply provide us with your Vectone Mobile number and the email address you used when registering in the password reminder page.

Select your desired bundle and text the bundle registration code to 345. Pay as you go bundles are charged from your Vectone account balance. So please make sure you’ve got enough credit by topping up from a Vectone Mobile (Standard) multifunctional voucher. A customer can only subscribe to any one bundle in the given calendar month.

Top up and payments

Once you have purchased a multifunctional top-up voucher from a shop, simply key in *101* followed by the 10-digit PIN number found on the back of the multifunctional voucher, followed by the # key, and press call. Alternatively, dial 121 and follow the instructions.

From your phone simply key in *102# the call key. Your credit balance will automatically display on screen.

You can purchase multifunctional top up vouchers from shops displaying the Vectone mobile sign or from one of our top-up partners. Alternatively, you can top-up here using your credit card.

It’s FREE to register for a My Vectone account. Once registered, you can check your balance, call history, edit your personal details and add credit.

Your transaction could have failed for different reasons. Here are a few things you should check before trying to top up on our website:

  • Make sure you have signed up for MasterCard SecureCode if you use a Mastercard or Verified by Visa if you use a Visa card.
  • Make sure the address you enter is correct and matches the information your bank holds on you.
  • Make sure you enter the correct CVN number on the back of your card.
  • Please also note that your transaction might fail if you are trying to top up from abroad.

If you have checked all of the above and you are still having problems, please contact our Customer Support who will be happy to assist you.

Because we take security seriously at Vectone, we use the official Verified by Visa and MasterCard Secure Code secure payment schemes to process your card payment, adding an extra level of protection for online card payments.

During the payment process, your details will be securely forwarded to your bank's website for verification. The code you use will be known only to yourself and your bank – just like when you tap your PIN into the card reader in a shop. Once your bank has authenticated the transaction, you'll be redirected to Vectone's website to finish your purchase.

If you have not yet registered your card for 3D Secure Payments you will be asked to do so during the authentication process. you'll just need to confirm a few security details with your own bank and set a password or PIN for future use. Once you've done this, you can use this extra level of security on any website that uses Verified by Visa or MasterCard Secure Code to secure your card transactions. Don't forget to keep your password and PIN safe at all times, making sure you only disclose it on official authentication websites of your bank.

For more information on Verified by Visa
For more information on MasterCard SecureCode

If you have any further questions please contact your card issuer.

FAQs for PAYG Bundle

PAYG bundles can be activated only if the required current credit available is of the latest top up being of a Vectone Mobile (Standard) multifunctional voucher. A customer can only subscribe to any one bundle in the given calendar month.

The Bundle subscription amount is directly debited from your credit balance created by your top-up from a Vectone Mobile (Standard) multifunctional voucher. So, before subscribing to a bundle, please ensure that you have sufficient credit from the correct multifunctional voucher in your account.

We know that our customers love PAYG bundles, therefore we have an auto renewal facility with the bundles. Once you subscribe to a bundle, we automatically deduct the credit from your account and it gets renewed every calendar month from the date of subscription or last renewal.

To unsubscribe or cancel auto renewal, Text ‘Stop’ followed by bundle ‘Code’ to 345. Please note: to cancel auto renewal, a customer must unsubscribe before the renewal date.

PAYG bundles are only available on the Vectone Mobile (Standard) multifunctional top-up vouchers. However, if your last top-up is from aVectone Mobile Plus multifunctional voucher, you can quickly top up with a Vectone Mobile (Standard) multifunctional voucher and become eligible to subscribe to the bundle.

The 'Registered Number' subscribed to unlimited PAYG Bundle is valid for 30 days and cannot be changed halfway through that time. However, you can always unsubscribe and re-subscribe the bundle with a different number after the bundle expiry date.

There is no separate top-up card to activate the PAYG Bundle offer; you only have to ensure that the latest top-up is from any Vectone Mobile Standard multifunctional voucher. From there, you can subscribe to a PAYG Bundle offer and enjoy the benefits!

Please refer to our Terms & Conditions for more information.