Lobster Mobile Frequently Asked Questions:

Lobster Mobile Frequently Asked Questions:

Are there really no commitments?
None. Nowt. Nadda. You simply pay upfront, every 28 days, for one of our great plans. 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.

How can I pay for my Lobster plan?:
We accept most credit and debit cards. There are some cards we don’t currently accept like American Express and Diners.

What if I want more than one number?:
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!

How do I find out my phone number?:
It’s easy. Just log in to your Lobster account on our website. Alternatively, you can call our customer service team and they can tell you.

What is a valid ID?
To be able to send a SIM to you we do need to confirm your identity with a valid ID. A valid ID can be any one of the following forms of official identification in Spain:

Passport
NIE (identity card for a foreigner in Spain) sometimes called a residence card
European ID card
DNI (identity card for a Spanish citizen)
NIF (identity for a Spanish company or self-employed)
Please remember that your identification should include your photo, date of birth, and not have expired. When you send your ID to us, please make sure that all the information is legible.

A driving licence, Spanish registration certificate (green card), or bank statement are not valid forms of ID. Library cards or selfies are also not valid forms of ID either!

Is eSIM supported?:
Sorry but Lobster doesn’t support eSIM at this time.

How wide’s the coverage?:
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. 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.

When does my plan start and end?:
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.

Can I change to a new plan?:
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.

What happens if I want to stop my plan?:
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.

How can I ‘park’ my number?:
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 your Lobster account or give us a call.

How much data do I have left?:
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 call 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.

What happens if I run out of data?:
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.