Help and support

Q: Do I have to cancel my current contract?

No, we’ll take care of it once we’ve received your authorization. Please do not take any action. This could delay number porting.

Q: What are the common reasons for an unsuccessful porting request?

A porting request might be unsuccessful due to one or more of the following reasons: - The details you provided don’t match the information held by your current provider (such as the contract holder’s name, whether it’s a prepaid or postpaid plan, or the phone number itself). - You have a remaining contract with your current provider that lasts one year or more. - Your phone number has expired or is no longer valid.

Q: What happens if my number porting fails?

If your number porting request cannot be completed, you will receive an email with instructions directing you to my Lebara. There, you will find details on the steps you need to take to resolve the issue, including the possibility to digitally sign a new authorization form if required. If the porting still cannot be completed after updating your information, our team will contact you again for further assistance.

Q: How can I avoid porting problems?

To prevent delays or issues, please make sure you: - Accurately indicate whether you currently have a prepaid or postpaid contract with your current provider. - Let us know during sign-up if the contract isn’t in your name — we’ll need authorization from the current owner. - Check if you have a contract longer than one year remaining with your current provider. If so, you may want to choose “fast porting,” which allows immediate transfer but could incur early termination fees.

Q: Can I still change information such as the desired porting date at a later date?

It’s possible only if the porting has not yet been confirmed. Please contact us to request any changes.

Q: Can I use my Lebara SIM card as soon as I receive it?

No, the new Lebara SIM card will only be activated once the number has been ported.

Q: How do I know whether my number is being ported? Will I receive a confirmation?

As soon as you’ve completed the order for your new Lebara subscription, we’ll check the details you’ve provided for number porting with your current provider. You’ll receive an SMS or an e-mail confirmation from us as soon as your request has been approved.

Q: I have more questions. Who can I contact?

Use the chat pop-up window at the bottom right of your screen to chat with us. You can also call us on 0900 480 000 (CHF 1.50 per call).

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Transferring my mobile number

Thinking about moving to Lebara but want to keep your existing mobile number? That’s easy! Whether you currently have a mobile subscription plan or use a prepaid SIM with your existing provider, you can easily transfer your number to Lebara. Just choose the Lebara plan or prepaid offer that suits you and follow the simple steps below to complete your number transfer.

1. Specify number porting in the order

When you sign up for your new Lebara subscription online, you can select "Keep my number" during the order and you’ll be guided through the process step by step. The process may vary slightly depending on whether you’re switching from a postpaid subscription or a prepaid SIM. If you need help placing your order, our employees will be happy to assist you—either in a shop, over the phone, or via chat.

Porting your phone number from a postpaid plan:

To start the porting process, we’ll need the following information:

The name of the current contract holder

The earliest date you can leave your current provider without extra charges. Not sure? Just select the "Keep the contract term" option during the order.

The date you’d like your number transferred (transferring before your contract ends may cause fees)

To get this information quickly, scan the QR code below to send a free SMS.

Alternatively, you can send a free SMS with the word INFO to 503. You will receive details about your porting options, including any early termination fees and the name of the contract owner. Please have this information ready when you sign up with Lebara.

⚠️Please note: Number porting can take place no sooner than seven working days after you’ve submitted your request. Porting is not possible on weekends or public holidays.

Porting your number from a prepaid SIM:

If you currently use a prepaid SIM card without a subscription contract, porting your number to Lebara is simple and doesn’t require any additional information. To start the process, simply scan the QR code below or send an SMS with the word YES to 499. This confirms your request and initiates number porting.

⚠️Please note: Any remaining prepaid credit will expire once the porting is complete.

2. Verification of your porting details

We’ll verify the information you provided with your current provider and confirm the porting date once it’s accepted. If the details don’t match, we will contact you to request the correct information to avoid any delays.

3. Sending your Lebara SIM card

We’ll provide you with your new SIM card—keep it safe and insert it on the confirmed porting date.

- Online or phone orders: Your SIM card will be delivered by post.

- In-store orders: You’ll receive your SIM card right away.

4. Activation

Number porting will take place on the confirmed date. From that moment, your old SIM card will become invalid and should be replaced with your new Lebara SIM card. Once you’ve inserted your new SIM, you can fully use your new Lebara plan or prepaid SIM. You’ll receive a reminder via SMS 24 hours before your number is ported.

⚠️Please note: We’ll handle the cancellation of your current mobile subscription for you. Please do not cancel it yourself, as this may delay the number porting process. If you're using a prepaid SIM, no cancellation is needed.

Frequently asked questions

Do I have to cancel my current contract?

No, we’ll take care of it once we’ve received your authorization. Please do not take any action. This could delay number porting.

What are the common reasons for an unsuccessful porting request?

A porting request might be unsuccessful due to one or more of the following reasons:

- The details you provided don’t match the information held by your current provider (such as the contract holder’s name, whether it’s a prepaid or postpaid plan, or the phone number itself).

- You have a remaining contract with your current provider that lasts one year or more.

- Your phone number has expired or is no longer valid.

What happens if my number porting fails?

If your number porting request cannot be completed, you will receive an email with instructions directing you to my Lebara. There, you will find details on the steps you need to take to resolve the issue, including the possibility to digitally sign a new authorization form if required.

If the porting still cannot be completed after updating your information, our team will contact you again for further assistance.

How can I avoid porting problems?

To prevent delays or issues, please make sure you:

- Accurately indicate whether you currently have a prepaid or postpaid contract with your current provider.

- Let us know during sign-up if the contract isn’t in your name — we’ll need authorization from the current owner.

- Check if you have a contract longer than one year remaining with your current provider. If so, you may want to choose “fast porting,” which allows immediate transfer but could incur early termination fees.

Can I still change information such as the desired porting date at a later date?