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Frequently asked questions

Pay&Go+

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Already customer

I already have a Pay&Go card (Easy, Smart, Max). How can I switch to Pay&Go+?

No problem: you can change your type of Pay&Go card 3 times per year for free via MyProximus or by calling 1911 (choose option 2).

From the 4th change onwards, you will be charged €6.20 per change. Your new price plan will become valid as soon as you make or receive a call. You will receive your top-up bonus next time you reload your Pay&Go card.

I already have a subscription. How can I switch to Pay&Go+ ?

Our customer service is at your disposal should you wish to switch from your subscription to a Pay&Go+ card.

I already have a Pay&Go+ card and I want a blocked subscription. What should I do?

Choose the blocked subscription you want. Your remaining call credit will be automatically deducted from your first invoice. As a new subscriber, you will also be entitled to the promo and web advantage.

Do I have to pay to keep my number?

We transfer your number free of charge. When placing your order, you just need to indicate whether you want to keep your number; we’ll take care of the rest.


New customer

Why do I have to identify my prepaid card?

By law, all prepaid cards must be identified. If your top-up card is not identified, you will not be able to call, text or surf.

How can I identify my prepaid card?

It's easy to identify yourself: online or in a Proximus Center.

How can I top up my Pay&Go card?

You can top up your Pay&Go card in different ways: online, on MyProximus (consult the app or log in via the website) or at a point-of-sale.

For how long is my Pay&Go card valid?

Your Pay&Go card is valid for 12 months as from when you make or receive your first call. This means that you have one year to use up your calling credit or top up your card. Each time you top up your card with € 5, the validity period is extended by 1 month. Each time you top up your card with a higher amount, the validity period is extended by 12 months.


Sim card

My SIM card is too big for my new smartphone. What should I do?

Pick up your new card or exchange your old one at a point of sale. Your SIM card is free of charge.

What SIM card do I need?

Depending on your mobile, you can opt for a normal SIM card, a micro-SIM card or a nano-SIM card.

Push out the correct size (Standard, Micro or Nano), so it fits into your device. Pushed out the wrong size? You can obtain a new card at a point of sale.


Tariffs and usage

How many calling minutes, text messages and MB do I have left?

Type #120# on your mobile and press the call key. Or view your remaining minutes, texts and MB on MyProximus: consult the app or log in via the website.

Is my Pay&Go+ card also valid abroad?

Your Pay&Go+ card is valid in Belgium and while travelling in the European Union + Iceland, Norway and Liechtenstein.

What are the Pay&Go prepaid card rates in Belgium?

You can consult your current Pay&Go tariff plan and rates by entering your mobile number on the reload page and scrolling down afterwards. Don’t worry, it is not necessary to top up to consult your rates.

What are the rates of Pay&Go from and to abroad?

Consult the roaming and international rates of Pay&Go that apply when you’re abroad or when you call an international destination.


Surf

Can I surf abroad with a Pay&Go+ prepaid card?

The same rates apply, whether you surf in Belgium or while travelling in the European Union + Iceland, Norway and Liechtenstein.

Is my mobile ready for surfing on the Internet?

If it isn't, it's very easy to configure your mobile using our online tool.

Do you want more data to surf on your mobile phone?

Select a data option! The chosen amount (€4.99 or €9.99) will automatically be deducted from your calling credit.

  • Add 250 MB (valid 31 days) for €4.99. Press #152*1# + Send on your phone to activate it.
  • Add 1 GB (valid 31 days) for €9.99. Press #151*1# + Send on your phone to activate it.

Want to know how much you’ve used already ? Press #152# + Send on your phone.

Contact

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