Help centre

Yes. Create an account and confirm your email address with the link we send you (it works for 48 hours). Then choose a plan and press Choose.

You pay the first bill straight away on our payment provider's secure page. As soon as the payment is confirmed your service opens from the start date you chose, and we email you.

The order waits for payment. You can pay or withdraw it from the order page in My Wavirel. An order left unpaid for 48 hours is cancelled automatically, and nothing is charged.

Yes. At checkout choose “Keep my number” and give us the number and your current provider. Our team arranges the move with them. Until it is done, keep using your current service; your Wavirel service shows the number once it has moved.

Look in your phone's settings for an option to add an eSIM or a mobile plan, or check the manufacturer's specifications. At checkout you confirm it with a tick. If you are not sure, choose a physical SIM instead.

The service page in My Wavirel shows when we sent your physical SIM or eSIM QR code.

Monthly plans roll on from month to month and can be cancelled by request at any time. A 12-month term gives a lower monthly price for 12 months. Every plan shows both prices, if it offers a 12-month term, before you order.

We bill back the discount you received so far: the difference between the monthly and the 12-month price, for each whole month the service ran. Nothing is due once the term has ended. The service page in My Wavirel shows what it would be today.

Your first bill is paid when you order and covers the start date to the end of that month, worked out by the day. After that, from the 20th of each month we issue the bill for the next month and email you.

On the 1st of the month it covers. The due date is shown at the top of every bill.

The day after the due date the bill becomes overdue and we email you. Seven days after the due date we send a reminder. From 14 days after the due date the services on that bill are suspended automatically, and they come back by themselves as soon as it is paid.

Yes. Every bill in My Wavirel has a PDF with the VAT detail.

A promo code takes a percentage off the plan price for a stated number of billed months, starting with the first bill. Enter it at checkout; the discount appears as its own line on each bill it applies to.

Yes. Every price on the site and on your bills includes VAT, and each plan shows the rate.

When US dollars are offered at the top of the page, prices are converted from euro at the European Central Bank reference rate, rounded to the cent, and you are charged in US dollars. Bills themselves are kept in euro, and the dollar amount is shown before you pay.

Open the bill in My Wavirel and press Pay now. You go to our payment provider's secure page, pay by card and come back. The bill is marked paid once the provider confirms the payment to us.

No. You enter your card on the payment provider's page and it never reaches us. There is no saved card and no automatic payment: you pay each bill yourself.

Our payment provider asks for a phone number and a billing address with every card payment. You add the phone number to your profile; the address comes from your order.

The bill page and the checkout say so, and nothing is charged. Contact us and we will help.

A failed or cancelled payment does not pay the bill and nothing is charged, so you can try again from the same bill. If it says we are still checking with the provider, wait a few minutes first.

Check your spam folder first. The link works for 48 hours. You can ask for a new one from the sign-in page.

Choose “Forgot your password?” on the sign-in page. We email you a link that works for one hour. Setting a new password signs you out on every device.

In Profile & settings, enter the new address and your password. We send a link to the new address; your email changes when you open it, and you then sign in again everywhere.

Each service in My Wavirel shows the data and minutes recorded for this month, with the date they were last updated. The figures are recorded by our team, are not live, and are never needed to pay a bill.

Open the service in My Wavirel and send a change request with the plan you want (a plan of the same kind) and the date. Our team replies by email with the date it takes effect.

Open the service and send a cancellation request with the date, up to 120 days ahead. On a 12-month term the page shows the early-exit charge first. We confirm the end date by email.

Each service can have one open request at a time. You can withdraw an open request on the Requests page and send a new one.