Help

FAQ

SIM order
To order a SIM card please visit our website at http://www.tothemoonmobile.com/order, or use our Mobile App available on iOs and Android platforms. We accept payment by Mastercard and Visa and will debit your payment on acceptance of your order placed with us. You must pay for the products before we dispatch them and must use a valid debit or credit card belonging to you, placing the order.
SIM delivery
We deliver our SIM cards by the Royal Mail (Royal Mail terms apply). Please be informed that we can only deliver to a valid UK address and will deliver within 30 days. If you haven’t received your order after 5 working days, contact us with your order details and we’ll investigate.
SIM activation
In order to activate your new SIM card you need to insert it into the phone, wait when the phone is attached to the radio network (until the signal bar on the phone shows signal strength) and make a call the Self-Service freephone number (1213). Then you will receive a Welcome SMS with confirmation of activation and your phone number. Please note that it may take a while for a phone to attach to the network for the first time and that this process can only be done while in the UK (you cannot activate the SIM card abroad). Once activated, the SIM card can be used for roaming.
Transfer your old number
Before number transfer can be done, we’ll need your 9 digit porting authorisation code (PAC) consisting of three letters and six numbers. You can get this from your previous provider and then just contact our helpful customer service. Please note that it takes two working days for porting to complete, however if porting day falls on a Friday, there is an additional working day needed to perform the porting.
Plan management
You can easily manage your plan according to your needs through ToTheMoon mobile app.
Unlimited Calls & Text
All plans include unlimited calls and texts. Unlimited calls include: standard UK landlines (starting 01, 02 and 03), freephone numbers (starting 080), standard UK mobiles (starting 07) and calls within our Roaming EU countries. What’s not included:
  • 084 calls – 3p Access Charge plus up to 7p per minute or 7p per call which is the Service Charge,
  • 087 calls – 3p Access Charge plus up to 13p per minute or 13p per call which is the Service Charge,
  • 101 calls 15p per call.
Data allowance
Data allowance in all plans is for use when in the UK and in the EU. These plans are for personal use only and are subject to your acceptance of our standard terms and conditions. The terms state that you can’t use these plans for commercial purposes.
Autorenewal
This is how we provide you possibility to be always-on. If there is enough money on your balance next time when you run out of data next plan will be activated automatically and will last for next 30-day period. This option is enabled by default and, you can turn it off through ToTheMoon mobile app.
Top Up your balance
You can top up your balance through ToTheMoon mobile app.
Check your balance
You can check your balance through ToTheMoon mobile app.
Roaming
EU roaming free condition is included in all plans. That means you continue using data allowance and unlimited calls & texts as in UK while you travel to EU Zone. Outside the EU and international calls&texts are taken from cash balance by rates accordingly the table below.

Feedback

If you have any questions or want to report a problem, please contact us via the feedback form. we will contact you and try to help you.