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Start here! Let’s talk about getting you started with Lobster.
Simple. Just give us a bell, sign up on our website or visit one of our friendly selected retail stores.
Coming on board by phone or via our website…
- Signing up: Whether by calling us or visiting our website, sign up is instant. Just tell us which plan you want, register with an email address and password, confirm your identity with a passport or other official form of ID, provide us with a delivery address and your credit card details, and ‘hey presto’. No checks, no jumping through hoops.
- Getting your SIM card: Once you’ve selected your plan, we’ll pop the SIM card in the post. There’s no delivery charge and you should receive it in a couple of days.
- Getting started: As soon as you receive your SIM card, you can activate it by giving us a call on 1661 or visiting lobster.es/go . Then simply slot the SIM into your phone and you’re good to go.
Visiting one of our friendly selected retail stores…
We have two types of stores, ‘Quick Buy’ and, ‘Full Setup’.
Quick Buy Stores:
- Getting your SIM card: Purchase a SIM card on the spot, right there and then, for €5. Don’t worry, we’ll discount that from your first plan payment.
- Signing up: You can do this by calling us or visiting our website. Just tell us which plan you want, register with an email address and password, confirm your identity with a passport or other official form of ID, provide us with a delivery address and your credit card details, and ‘hey presto’. No checks, no jumping through hoops.
- Getting started: As soon as you’ve selected your plan, we’ll activate your SIM card. Just pop it into your phone and off you go!
Full Setup Stores:
- Getting your SIM card and signing up: You can do this by calling at one of our stores. Just tell the shop representative which plan you want, register with an email address and password, confirm your identity with a passport or other official form of ID and provide us with an address. We will then patch you through to our contact centre to ask for your payment details, and ‘hey presto’. No checks, no jumping through hoops.
Getting started: We’ll activate your SIM card immediately. Just pop it into your phone and off you go! Click here for a list of retail store locations.
None. Nowt. Nadda. You simply pay upfront, every 28 days, for one of our great plans, with data, unlimited calls and texts starting from just €12. You’re free to stop and start again any time you like. No lock-ins, no termination fees. We want you to stay because you’re happy with our great service, not because we tie you in.
No worries. As a Lobster customer you can have up to five additional numbers linked to your account. These lines can be for your friends, your family or for anyone you like, but just remember it’s your credit card that’ll be used! You can purchase additional numbers at any time by:
- Giving us a bell, visiting our website, or dropping by one of our friendly selected retail stores, just like when you purchased your first number. Only this time when it comes to registering, just tell us that you’re already registered with us.
- If you prefer you can also purchase additional numbers by logging in to the Lobster account section on our website.
Yes. Your phone will need to be ‘unlocked’ to use it with us. It’s very straightforward though. Just ask at one of our friendly selected retail stores, and they’ll help you sort it out.
It’s easy. Just log in to your Lobster account on our website. Alternatively you can call our customer service team for an update on your order at any time.
As part of the registration process on our website you are given the option to upload a photo or scan of your ID document. This is the easiest and quickest way and will speed up your application.
If you don’t have the documents to hand during registration don’t worry! Another easy way would be to email a copy of your passport and ID card to:firstname.lastname@example.org
Please include your full name, the mobile phone number associated with the account, and the registered address.
If you live in mainland Spain it shouldn’t take more than 1-2 days after you place the order. If you live in the Canary or Balearic Islands it may take an extra day or two.
Yes, you need to activate it by calling 1661 or going to lobster.es/go . If you asked to keep your number it won’t work straight away as we need to arrange for the number to be transferred to your new SIM card. However if you’ve asked for a shiny new number it will work straight away.
Coverage, plans, costs and swapping your t-shirt six time a day!
We have full national coverage in Spain, running on the Movistar network (and they don’t come any bigger or better than that!). Our coverage gives you super fast data up to 4G. And we have great international coverage too. So you can call all those long lost friends in Australia, or use your phone when you’re traveling abroad on business or on holiday.
Most certainly. All our great plans come with data, unlimited calls and texts (starting from just €12!). Everything’s included, calls and texts in Spain and to the UK, Denmark, Germany, Gibraltar, Ireland, Netherlands, Norway, Portugal and Sweden, whether you’re calling from Spain or traveling abroad in any other EU country. Calls and texts to the US from Spain are also included in your plan.
Aha, the nitty gritty. We’ve made our deals as simple as possible. There are just three plans and what you see is what you get; no hidden extra charges or surprises. One small deal, one medium one and one big one, all with unlimited calls and unlimited texts.
- For €12 you get unlimited calls and texts + 8GB of data
- For €18 you get unlimited calls and texts + 18GB of data
- For €24 you get unlimited calls and texts + 35GB of data
And don’t forget, calls and texts back to UK, Northern Ireland, Ireland, Netherlands, Denmark, Germany, Norway, Sweden, United States, whether you’re calling from Spain or any other EU country, are all included in each of these plans too.
Good question. You can start a plan whenever you like. Our plans run for 28 days. So, if you started your plan on 1st January, then it would run from midnight 1st January through to midnight on 28th January. You don’t need to remember to renew it, we’ll do that for you. Remember, you are free to stop and start any time you like.
Yep. You can change to a new plan any time you like; you don’t have to wait until your plan finishes. The changeover will be instant and you can start using the new plan with no fuss. From the day you change, you’ll be charged straight away for the new plan and it will restart from that day.
Relax. All you really need to choose is how much data you need, the rest is the same. If you watch lots of video then you probably need the large or medium plan. If not, either the medium or small plans are the bundles for you. Remember, there are no commitments. You can start with any of the plans and change any time you want.
Not much is the answer! Spanish premium numbers and special numbers (like 901 and 902 numbers) aren’t included in the plan and are charged, for prices click on the price guide at the bottom of this page. Traveling abroad outside the EU countries isn’t included either, so that’s charged too. Calling home from outer space is neither possible nor currently included in the plan. In any case, it’d be charged. In fact, it’s easiest to simply load some credit onto your account, and you’ll never be charged a penny more than that. You decide how much and are in full control. Once the credit’s in there, you can choose when and how you use it. It will never expire. If you run out of credit, then we’ll let you know.
Most of your mobile use will be included in your plan. However the following services aren’t included in our plans, so you’ll need credit to use them:
- Using your phone outside the EU and selected destinations.
- Calling international numbers (other than those included in your plan)
- Spanish premium numbers and special numbers (like 901 and 902 numbers)
You have three simple options: give us a call, visit your Lobster account on our website or fire up our app!
You can see the balance of your credit by logging into your Lobster account on our website or on our mobile app. You’ll also be able to see how much of your current plan you’ve used.
Alternatively, dial the following short-code from your phone:
Dial *100# to check your credit
You’re free to stop your plan any time you like by just giving us a call or visiting your Lobster account. You can keep using your plan until it finishes, then it will be stopped. Your number and remaining credit balance will be kept for you for up to 12 months. You’re able to receive calls and texts only in the first month of your plan being stopped. You can start your plan again at any time by giving us a call or visiting your Lobster account and your plan will restart from that day. And don’t worry, we’ll tell you if your 12 months are coming up. If after 12 months you have not started your plan again, then we’ll close your account, and that’ll be that.
So, this bit’s neat – and especially useful if you’re heading abroad for an extended break. You can ‘park’ your number at any time, no need to wait until your plan finishes. We’ll simply freeze it as well as any remaining unused data and credit balance right there and then, for up to 12 months. While your number is frozen you won’t be able to receive any calls or texts. You can unfreeze your number on your return, just like it was before – same unused data, same credit balance – and enjoy the rest of the days you had left in until your plan finishes when you parked it first of all. If after 12 months you have not unfrozen your plan, then sadly you’ll lose your number. To park your number simply log in to the Lobster account or give us a call.
Absolutely. Any problems, just give us a ring and we’ll be very happy to help. You can also get full account management online, where you can do almost everything yourself. Simply log into your Account section on our website or sign into the app any time and you can: see usage, change plans, buy more data, top-up credit, see itemised billing, park your number, add more lines or open a service issue. We’ve thought of everything (we think)! And you can always use our website and our app even if you have run out of data. Full control all the time, brilliant.
You certainly can, yes. To manage your phone usage you can block certain types of calls and texts (e.g. international, premium, etc.). This can be done online on your Lobster account, or by calling us on 711.
Spanish premium numbers and special numbers (like 901 and 902 numbers) aren’t included in the plans and are charged, for prices click on the price guide at the bottom of this page.
Calls to these numbers are charged at different rates, depending on the prefix. Be aware that some calls are expensive. As premium numbers are charged at a high rate, some numbers may be barred to protect you.
Well, we have full voicemail services so that you never miss a call. And that’s just about it. It’s a cracking service, even if we say so ourselves.
So you want to give Lobster a go but like your number? Not a problem!
Of course. You can keep your number or we can give you a brand new one. Either way, it’s simple:
- If you want to take a brand new number then once you’ve activated your SIM, simply pop it into your phone and you’re good to go. You’ll find the number on the packaging.
- If you want to keep your existing number, then having activated your SIM, we’ll start the process to bring your number over from your current operator. You don’t have do anything.
- The transfer normally takes 24 hours. Don’t worry though, we’ll tell you in advance the day the transfer will take place (it all happens in the small hours of the morning). Once the transfer’s done, your old SIM card will stop working and you can then pop your new SIM card from us into your phone. And that’s it! You’re good to go with the same number as you had before. Click here for T&Cs and further info.
Once you’ve told us you want to transfer your number from your old network to your new Lobster plan, it’s plain sailing!
The transfer takes place between 02:00 and 06:00 on the chosen day to avoid disruption. Unless you’ve requested a date in advance, the full transfer process will take a maximum of 5 days (some people in Spain don’t work weekends!), but doesn’t normally take longer than 2 days.We’ll let you know what date your number will be transferred. During the transfer window you won’t be able to use your number for a few hours. We’ll also let you know once your number is transferred and when your Lobster SIM card is activated.
Porting is the process by which you transfer a number from one operator to another. If you wish to keep your number when moving to Lobster you’ll be ‘porting it’ to us.
When you submit your order and we have all the information we need to start the process, we’ll get in touch with your operator to agree the quickest transfer window possible (unless you’d prefer to transfer it on a date in the future).
The porting process starts here and it takes 24 hours. The SIM card will be delivered to you first, and once you let us know you’ve received it we’ll start the porting process. We’ll let you know when the change is due to take place (this happens in the early hours of the morning on the selected date so you’ll probably be asleep when it happens) and on the transfer day your old SIM card will stop working and you’ll be able to put your shiny new Lobster SIM in your phone and start using your plan. There’s no need to contact your old operator, we’ll do all that for you. Just pop your SIM in and start talking.
Nope. Nada. We’ll process it for you at no fee. You just need to check with your old operator to see if you have any tie-ins or early termination clauses.
Where can I use my data? How much have I used? And loads more…
You can keep track of your data usage by logging into your Lobster account on our website or with our app. You can also dial *100# to check your data balance. Alternatively, you can give us a buzz and we’ll happily tell you (in English too!). We’ll also alert you when you’re getting close to your data limit and again when you’ve reached it.
Not a problem. We’ll alert you immediately, stop you there, and you won’t be charged a penny more. Don’t worry though, if you want more data you can change to a new plan any time you want. Or you can simply add more data until your plan finishes
In order to be able to use the internet on your mobile you may need to have the required data settings configured on your device. But don’t worry we make this easy for you. When you activate your Lobster SIM you should receive these settings automatically. But if you don’t just call 711 and we’ll help you set this up.
Alternatively, you can follow the manual configuration guide below:
Simply go to ‘Settings’ on your device. Look for the ‘Networks’ section and look for ‘Access Point Names’ or ‘APN’. You’ll need to set ‘lobster’ as your APN. But if this all sounds like gobbledygook then just call us and we’ll set it up for you over the phone.
The easiest way to keep data use in check is using the settings on your phone. Most devices will have a ‘Data Usage’ section under your data settings which will show you which apps are using the most data.
All of our plans include plenty of data. However, be wary of streaming HD video when on a mobile data network as this can quickly eat up your data allowances – remember that usage when on a Wi-Fi network does not count as part of your data plan so if you think you are going to be using a lot of data try and log on to a Wi-Fi network first.
You can check how much data you have left on your plan by logging into your Lobster account or on our mobile app. You’ll also be able to see how much of your current plan you’ve used.
Alternatively, dial the following short-code from your phone:
Dial *100# to check your credit
Remember data roaming charges outside of Europe may be high so if you’re travelling far it’s best to turn Data Roaming off on your phone and only turn it on when you need it.
No surprises here! Calling an international number and using your phone abroad is easy with Lobster.
Yes you can. If you’re travelling within Europe you’ll be able to use it in the same way you do when you’re in Spain with no extra charge. If you’re travelling a bit further you can use it too as our network extends to most international destinations, however any time you make a call, send a message or use the internet it will be deducted from your credit.
Yes we will. If you’re travelling in Europe your normal plan will apply, with no extra costs. However, to avoid surprises, when arriving at a destination abroad you will receive a welcome message with full details of roaming charges for that operator, unless you have chosen to opt out to receiving these messages. To check the latest roaming rates before you travel click here.
You can indeed. You’ll just need credit, as international calls and texts aren’t included in our plans.
Managing my plans – the easy way.
All Lobster plans are paid in advance, with any calls, messages or data deducted from your plan or credit. This means no nasty bills or surprises. However if you need a print out of your receipt for VAT purposes or for your own records you can get one by visiting your Lobster account on our website.
Payment will be taken automatically every 28 days. Your plan and allowances will kick in that day if the payment is successful. If payment is unsuccessful you will be notified and you will need to get in touch with our team to make the payment in order to activate your plan.
We accept most credit and debit cards. There are some cards we don’t currently accept like American Express and Diners.
You can edit some of your personal details in your online Lobster account, such as payment details and address. However for some details, such as changing your name, you’ll need to send us new ID documentation so contact us on 711 so we can process this for you.
Remember to keep your details up-to-date so we can continue to provide you with a tip top service.
Don’t worry, we all go blank sometimes. If you can’t remember your Lobster username or password, you can recover them by clicking on the forgotten password link.
We’re sorry you’re thinking of leaving Lobster. Before making your final decision, we’d suggest that you compare our current rates and offers, with the network you want to join to make sure it’s the right decision for you. If there’s something we can do better please let us know – we’d love for you to stay!
Before you decide to go, there are a few things you should know.
Taking your number with you
If want to keep your number and you’re moving to another Spanish mobile provider then you’ll need to advise your new operator that you want to keep the number and provide them with name and ID details that match our records. They’ll get in touch with us directly to arrange the switchover and once the number has been transferred to them we will close your account. You will lose any credit or active plan balances when switching to another operator.
There are no minimum contract fees or early termination penalties on Lobster plans.
Boring legal stuff and things that don’t really fit into other categories.
If your Lobster SIM card is lost or gets broken, or you have a new phone that uses a different size SIM card, you can replace it with a new SIM. You can order a new SIM by calling us on 1611. Once ordered, your new SIM should arrive within 2 business days. Once your SIM has been received you can activate it by calling us.
There are three different size SIMs, which are all designed to fit different devices.
1. Nano SIM card (The smallest of the three SIMs). Used in all the latest iPhone and iPad models, from iPhone 5 and iPad Mini 2 onwards as well as some Android devices.
2. Micro SIM card (The second smallest of the three SIMs). Used in older iPhone and iPad models, most Samsung Galaxy devices, and other Android phones.
3. Standard SIM card (The original SIM size). Used in older devices, such as iPhone 3G, Samsung Galaxy SII, HTC Desire HD and some mobile dongles.
Our SIMs are designed to include all three sizes – Nano and micro SIMs pop out of the middle of standard SIMs. This means whatever your device you’ll be able to use a Lobster SIM.
If your Lobster SIM card is not working, please try the following checks:
Have you activated your new Lobster SIM card?
Whether you’ve purchased it at one of our retailers, or had the SIM card delivered to your home you will need to activate your SIM. You can do this on the Lobster website or by calling 1661.
Do you have enough credit on your SIM card?
If you don’t have an active plan, or are trying to call a number not included as part of your plan when you don’t have credit you will not be able to complete your call. Simply top up or check that your plan is active in order to make the call.
Are you connected to our network?
Lobster should be displayed on your phone screen. If you are not connected to our network, please check how to connect to our network. Sometimes simply turning flight mode on, then off again, will help your phone connect to the network.
Making an international call?
If making an international call, please ensure you are dialling the international code, followed by the country code and finally by the mobile/landline number (sometimes without the 0 in the beginning).
Did you insert your SIM card correctly?
It might be the wrong way around or the wrong size for your device. Different phone models have different ways of inserting your SIM.
Is your phone unlocked?
If you bought your mobile phone with another operator, the phone could be locked to that operator. If it is locked you will usually need to contact the mobile operator that it’s locked to, and ask them to unlock it for you. There are also some mobile repair shops that will unlock it for you.
If having performed the above steps your new SIM card is still not working, please request a new SIM card by calling our Support helpline.
We know this may be a difficult time, so we’re here to make the process of cancelling an account belonging to someone who has passed away as easy as possible.
Please Note: When corresponding with Lobster please remember to include both the full name of the account holder, the mobile phone number associated with their account and their registered address. Please also provide your own name, address and relationship to them, as well as a photocopy of their death certificate. This information can either be emailed or posted to us.
As soon as this has been verified by our agents, the account can be closed.
If a death certificate is provided and the representative requests a refund, we aim to refund the credit back to the source. Upon request, an agent might transfer the airtime credit from the deceased’s account to the account of the representative. If any other questions or issues are presented, agents would respond to the query on a case by case basis.
The first thing you should do is contact us on 1661 and explain what happened so the Lobster team can block your missing SIM card and request a new one, which we’ll try and get to you as soon as possible. Outside of our telephone support opening hours you can submit your request to email@example.com