Everything you’ll need to know about little old us.

SIM Delivery

• Can I track the order for my SIM?
• I am yet to receive my SIM card.
• Do you deliver micro/iPhone SIMs?

Getting Started

• How do I set up mobile Internet?
• How do I set up picture messaging?
• How do I set up and access my voicemail?
• How do I keep my number from my existing provider?
• How do I make a video call?
• How can I keep track of what I am spending?
• How do I make International calls?
• What mobile handsets can I use with Alpha Mobile?
• What does it mean to unlock your phone?
• How do I contact customer service?
• How do I set up roaming?

Payment and Billing

• Where can I access my payment history?
• What is instant top-up?
• Can I change the direct debit details for my auto renew is taken?
• How do I cancel my auto renew/top-up?
• Why am I still being charged outside of my bundle package?
• Will I be charged for using mobile Internet?
• How much does it cost to use voicemail?
• What is 3D secure?

My Alpha

• What is My Alpha?
• How do I change the password for my account?
• I’ve forgotten my username and password.
• I want to change my registered billing address.
• Can I change the email address registered to my account?
• Can I change my mobile number?

Offers

• Which countries do the Unlimited, Freedom, 1p/min and Decreasing Rates offer apply to?
• What is auto renew?
• What is auto top-up?
• How long do the bundles last for?
• Will my Freedom credit expire along with the minutes and texts?
• What is the ‘fair usage policy’?
• Can I end my bundle early to buy a new one?

Troubleshooting and Other

• My SIM does not work.
• I can’t call premium rate numbers.
• I have transferred my number but I cannot send texts.
• My handset says it is locked/blocked/barred/incorrect SIM/SP locked.
• My SIM is lost/stolen
• I cannot access my voicemail from abroad as it asks for a pin.

SIM Delivery

1. Can I track the order for my SIM? (top)

Unfortunately we cannot offer this service yet. After ordering, the SIM takes between 3-5 working days to arrive.

2. I am yet to receive my SIM card. (top)

If it has been longer than 5 working days then it may be that the SIM has been lost in the post. If this is the case you can order a replacement SIM. If you have any problems in this process, do not hesitate to contact our customer service.

3. Do you deliver micro/iPhone SIMs? (top)

At the moment we only deliver full sized SIMs but we are working on providing both. For now, it is possible to cut your existing SIM to fit the micro size, but beware of Internet usage that is charged through fetching date and push notifications.

Getting Started

1. How do I set up mobile Internet? (top)

Mobile Internet is set up depending on the handset you are using. Visit our mobile Internet set up guide to see if we can help.

2. How do I set up picture messaging? (top)

We currently do not provide MMS services.

3. How do I set up and access my voicemail? (top)

Voicemail can be accessed by dialing 265 from you handset and following the audio prompts using your keypad.

4. How do I keep my number from my existing provider? (top)

Visit our keep my number page for more information regarding this subject.

5. How do I make a video call? (top)

We currently do not provide video call services.

6. How can I keep track of what I am spending? (top)

By logging into your My Alpha page, you will have access to information regarding your call, top-up and balance history. If you are not registered, you can call one of our agents through our customer service who will be happy to assist you.

7. How do I make International calls? (top)

You can make International calls the same way you make regular ones. You must first enter 00 followed by the country code, area code and finally the individual phone number. + can be used instead of 00.

8. What mobile handsets can I use with Alpha Mobile? (top)

The handset needs to be compatible with the internationally recognized GSM standards, adopted by all the major handset manufacturers. As long as the phone is unlocked, the SIM card should work.

9. What does it mean to unlock your phone? (top)

An unlocked phone is a handset which is not tied to a certain carrier/provider. To use your Alpha SIM, your mobile must be unlocked. For further information regarding this, visit our unlock your phone page.

10. How do I contact customer service? (top)

For the contact details for our customer service team, visit our contact page.

11. How do I set up roaming? (top)

You are automatically provisioned for roaming. When you arrive in another country, in most cases, your mobile will automatically search for and register on a network. If not, you will have to select a network manually – you can normally do this under the “phone settings” menu on your phone. Check your phone’s user guide if you are not sure.

Payment and Billing

1. Where can I access my payment history? (top)

You can access your payment history through My Alpha under the account history tab.

2. What is instant top-up? (top)

Instant top-up is a feature allowing you to credit an account with only a mobile number and card details. In this sense, a consumer can top-up for a relative or friend if they need to.

3. Can I change the direct debit details for my auto renew is taken? (top)

You can change the chargeable card through the auto renew settings. This can be found under the summary page through My Alpha.

The direct debit will be taken when that specific bundle exceeds its usage or 30 days after its activation. If you would like to change your auto renew date, simply cancel its payment and renew it on the date you wish it to be continued.

4. How do I cancel my auto renew/top-up? (top)

Just log into My Alpha and click on auto renew settings under the specific bundle you wish to cancel. This can be found on the summary page.

5. Why am I still being charged outside of my bundle package? (top)

There are many reasons why this might be:

Usage not covered by your bundle, this can include - Premium rate texts
Games
Ringtones
Internet Usage

Usage beyond bundle, this can include -
Standard rates beyond fair usage (Unlimited) or exceeding free increments (such as 10 megabytes Internet Usage, texts and minutes)

You can see your call history through My Alpha to keep track of your spending.

6. Will I be charged for using mobile Internet? (top)

Internet usage is charged at 5p per megabyte for the first 10MB, then 15p/MB thereafter. This is reset per day.

7. How much does it cost to use voicemail? (top)

Voicemail is charged at the standard rate of 10p per minute.

8. What is 3D secure? (top)

3-D Secure: design to offer the highest level of security to internet transactions. 3-D Secure is a security protocol for online credit and debit card transactions developed by VISA to improve security of Internet payments. This protocol has also been adopted by MasterCard (MasterCard SecureCode) and by JCB International (J/Secure).

My Alpha

1. What is My Alpha? (top)

My Alpha is a free online account to accompany your Alpha SIM. Features include online top-ups, automatic crediting, account histories and more.

2. How do I change the password for my account? (top)

You can change your password through the settings tab under My Alpha.

3. I’ve forgotten my username and password. (top)

If you’re forgotten either, simply follow the instructions on this link.

4. I want to change my registered billing address. (top)

You can change your registered billing address through the settings tab under My Alpha. Alternatively this can be done during the payment process. Be warned, if you decide to change your billing address, the existing cards added to our system will no longer work and will be subsequently erased.

5. Can I change the email address registered to my account? (top)

You can't change your email.

6. Can I change my mobile number? (top)

Unfortunately we do not provide this service. If you want to keep your existing number from another provider, follow our guide to keeping your number.

Offers

1. Which countries do the Unlimited, Freedom, 1p/min and Decreasing Rates offer apply to? (top)

You’ll find information regarding applicable countries on the offer’s individual pages. These can be accessed through the offers tab on the bar at the top of the page.

2. What is auto renew? (top)

Auto renew refers to the automatic renewal of a bundle after it has either run its 30 day duration or completely finished its usage. This can be set up from your summary page once a bundle has been activated.

3. What is auto top-up? (top)

Auto top-up refers to the automatic crediting of an account from which users will still be entitled to promotions and offers. Auto top-up requires the increment top-up and the value at which the top-up should be occurred to be set. This can be set up from your summary page under the balance column.

4. How long do the bundles last for? (top)

A bundle usually lasts for 30 days, however the £15 credit, as offered with the Freedom is added to the account as credit and will remain until used.

5. Will my Freedom credit expire along with the minutes and texts? (top)

No, the £15 will remain until it is used.

6. What is the ‘fair usage policy’? (top)

The fair usage policy refers to a clause regarding limitation and excessive use. The Unlimited offer is subject to a fair usage policy of 1500 minutes a month and 60 minutes a day.

7. Can I end my bundle early to buy a new one? (top)

No you cannot. However, you can buy the same bundle again and have it running side by side with the other one - this is in case you have any unused minutes or texts. Our system will then credit the bundle with the least days remaining where appropriate.

Troubleshooting and Other

1. My SIM does not work. (top)

First check of the handset is locked. If it is not, try the SIM in another handset to see where the fault lies. If it still does not work, you can either contact our customer service or order a new SIM.

2. I can’t call premium rate numbers. (top)

Unfortunately Alpha does not provide services to call premium rate numbers.

3. I have transferred my number but I cannot send texts. (top)

It can take up to 24 hours after a number transfer for the SMS services to work on your SIM.

4. My handset says it is locked/blocked/barred/incorrect SIM/SP locked. (top)

This means the handset is yet to be unlocked. For more information on unlocking your phone, follow this link.

5. My SIM is lost/stolen (top)

If your card has been lost or stolen, contact our customer service team to have it blocked and have a replacement SIM organised.

6. I cannot access my voicemail from abroad as it asks for a pin (top)

A voicemail pin is set up for security reasons and can should be set up before going abroad. To do so, simply contact one of our customer service members.