If you have recently changed to Lobster, the English-language mobile provider for expats living in Spain, you might have a few questions that I – as a long-standing Lobster customer – can probably answer for you. Let me share my experience, so that your first days and weeks with Lobster will go as smoothly as possible.
Getting started with your Lobster SIM
Once you’ve decided that Lobster is the mobile phone provider for you, you’ll need to sign up for your Lobster SIM and follow a series of steps. Below, I answer your questions about signing up for your Lobster plan, activating your new SIM, keeping your existing Spanish number and what you should do if you have a mobile number from another country.
What documents do I need to join Lobster?
All you need to join Lobster is a valid official photo ID: either your passport, national ID card or NIE (if you have one). Apart from this, you’ll need an e-mail address and credit or debit card. Plus, if you’ve ordered a physical SIM card, you’ll have to provide a postal address for delivery. You might want to have a look at my guide on signing up with Lobster for more information.
How do I activate my physical SIM?
To activate your physical Lobster SIM, go to www.lobster.es/go (the URL printed on the card) and follow the instructions. If you prefer to do it by phone, call 1661 (Monday to Saturday, 9:00 AM to 9:00 PM; Canaries, 8:00 AM to 8:00 PM) and an English-speaking agent will happily talk you through the process.
How do I install and activate my Lobster eSIM?
Lobster checks your photo ID before sending your eSIM installation email. Once it arrives, connect your compatible phone to Wi-Fi or another internet connection and follow the installation instructions. You can use the installation link in the email or scan the QR code from another screen, then enter the confirmation code when prompted. There’s no physical SIM to insert.
For step-by-step guidance, see our eSIM setup instructions for iPhone and Android.
Can I keep my existing mobile number?
You can bring your existing Spanish mobile number with you to Lobster, or you can request a brand-new Spanish number. If you want to keep your current number, it’s important that, when you’re signing up, you specify that you want to transfer your current Spanish number to Lobster, a process known as portability. In another article I explain the ins and outs of the whole portability process.
Can I use Lobster alongside my UK number or a number from another country?
You can’t transfer a non-Spanish mobile number to Lobster, but there are ways and means of being able to use it alongside your Lobster number. Basically, these are your options if you want to keep using your old number from your home country:
- If your mobile phone supports two physical SIM cards, you can use your existing SIM alongside your new Lobster SIM.
- If your mobile phone supports eSIM as a second SIM, you can use a Lobster eSIM alongside your existing SIM.
- Use one mobile for your new Lobster SIM and another for your old SIM.
Check out my post about how to get a Spanish phone number and keep your existing number.
Your plan and payments
Lobster’s plans are all pay-as-you-go. There are several to choose among (various International plans and Just Spain, for calls within Spain), and payment is easy and automatic.
How do I pay for my Lobster plan?
When you sign up with Lobster, you need to give your card payment details. It can be a debit or credit card, though American Express isn’t accepted. Your plan renews automatically at the end of each billing period unless you switch off automatic renewal. Switching off renewal lets you use the rest of your current plan period without renewing. Parking your number freezes your plan immediately, so you can’t make or receive calls or texts or use mobile data until you reactivate your number.
Can I use a non-Spanish bank card?
The credit or debit card you associate with your plan doesn’t have to be a Spanish bank card.
Can I change my plan?
You can change plans whenever you want; there’s no need to wait for your current plan to end. The changeover happens instantly, so you can start using the new plan right away.
You’ll be charged for your new plan when you switch, and a new billing period will begin on that date.
What happens if a payment fails?
If a payment fails, log in to your Lobster account to check your payment details. Update your card if necessary, then try restarting your plan.
- Go to Account Details → Payment method to update your saved card or add a new one.
- Click on Reactivate this SIM on the website or Reactivate number in the app to restart your plan.
- Alternatively, call Lobster customer service on 711 or +34 711 000 711 (for calls from outside Spain), Monday to Saturday, between 9:00 AM and 9:00 PM (8:00 AM to 8:00 PM in the Canaries).
Consult the Lobster help page for more information.
Calls, texts and mobile data
Which international calls are included in my plan?
All Lobster’s plans (except Just Spain) include unlimited calls to the UK, Belgium, Denmark, France, Germany, Gibraltar, Ireland, Netherlands, Norway, Portugal, Romania, Sweden, and the USA. Data allowance varies depending on which plan you choose.
How can I check my remaining data?
You can check your remaining data via your Lobster account, the mobile app, or by dialling *100#.
If you want to manage your data use more effectively you should check your phone’s “Data Usage” settings to see which apps use the most. All Lobster’s plans include generous data allowances, but streaming HD video on mobile data can gobble up your gigabytes. Remember, Wi-Fi use doesn’t count against your plan, so connect to Wi-Fi for heavy usage when possible.
When travelling outside the UK and most of Europe, data can get costly, so turn off Data Roaming and enable it only when needed.
What happens if I use all my data?
Lobster will notify you when your mobile data allowance runs out and stop your data usage, so you won’t incur unexpected charges for exceeding that allowance. You can buy extra data to last until your current billing period ends, or you can switch to a new plan with more data and start a new billing period.
You can still use the Lobster website and app to manage your account even without active data.
Using Lobster when you travel
As an expat, you’re likely to spend time away from Spain, visiting back home or simply travelling to other countries. Here’s the lowdown on what to expect from your Lobster plan when you aren’t in Spain.
Can I use my Lobster SIM outside Spain?
You can use your Lobster SIM abroad where roaming is available. What’s included and any additional charges will depend on your destination and your Lobster plan. Before travelling, check Lobster’s roaming guide for the countries covered, applicable charges and fair usage conditions.
Premium numbers and certain special numbers in countries outside Spain cannot be called from a Lobster SIM.
Are international calls and roaming the same thing?
No. Calling a UK number from Spain is an international call. Using your Lobster SIM outside Spain is roaming, whether you’re making or receiving calls, sending texts or using mobile data. The allowances and charges depend on your plan and where you use it.
Can I pause my plan while I’m away?
You can ‘park’ your number at any time, whenever you are away from Spain, if you so wish. You don’t need to wait until your current billing period ends. Your plan will be frozen immediately and any remaining unused data and credit balance will be kept for up to 12 months. While your number is parked you won’t be able to make or receive any calls or texts, or use data.
Check the Lobster website for more information about parking your number.
Managing your account and getting help
Here are some tips about managing your account and getting help in English whenever you need it.
How do I access my Lobster account?
You can access your Lobster account online at https://care.lobster.es, by clicking on ‘Log in’ at the top of the page, or by downloading the official app (Lobster Mobile). Log in with your email address and password.
What can I manage in my account or the app?
Log into your Lobster account on the website or the app to do any of the following:
- view your usage (calls and data)
- change plans
- buy extra data if you run out of GBs
- top up your credit to pay for services not included in your plan
- view your itemised bills
- park your number
- add more mobile lines
- open a service issue
Don’t worry if you’ve run out of data; you’ll still be able to use the Lobster website and app.
How can I contact Lobster for help in English?
Still have questions? Start with the Lobster Help Centre for more answers and step-by-step guidance. If you can’t find what you need, contact Lobster through its contact page or call its friendly English-speaking team:
- If you’re already a Lobster customer: Call 711 (free from the Lobster network).
- In the process of joining Lobster, or thinking about it: Call 1661.
- Phoning from outside Spain: Call +34 711 000 711
