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 get your PAC Code please call your operator's Customer
Care Number and ask them to give you a PAC Code.
Click here to know more.
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.
Multi Media messages (MMS) allow you to send and receive pictures and audio such
as a video clip or animation. At present we can only offer this service between
Vectone Mobile customers and a limited number of other destinations. We are working
hard to add more networks in the near future.
In order to use MMS, you must activate Internet on your MMS-capable handset and
also, don't forget to enable data and MMS while roaming.
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 SecureCode 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 Secure Code
If you have any further questions please contact your card issuer.
To configure your mobile internet settings please click
On some occasions and in certain parts of the UK you may see ‘Orange’ on your handset display instead of ‘Vectone’. This issue is currently being resolved. However, please rest assured that your charges will remain the same.
First, please try to find a menu called “Vectone Services”. Select it, and then
click on “Select Roaming Mode”. Two options will appear: select
“Manual” followed by “In the UK”. This should allow your phone to reconnect to the
In case you still need further assistance, please contact our Customer Services.