Frequently asked questions

Here you'll find answers to our most commonly ask questions. 

Data & Minutes

You can check if you’re eligible to upgrade by

  • Logging into your account login. Here you’ll see when your contract ends and all your upgrade options.
  • You can also check this in the Tesco Mobile App

You can add a one-off data bundle or change your monthly data allowance: 

You can add a one-off minutes bundle:

You can video call with your loved ones if you can’t be with them in person at the moment.

Watch how to set up WhatsApp on any smartphone

Watch how to set up FaceTime on iPhones

Watch our video on setting up Skype on any smartphone

Your bill

You can view your bill by:

You can check your usage by:

  • Logging into the Tesco Mobile app
  • Calling 4488 to hear what you’ve used this month
  • Logging into My Account and clicking View this month’s usage

You can make a payment by:

  • Logging into the Tesco Mobile app
  • Calling 4488 and selecting ‘Make a payment’ option
  • Logging into My Account and clicking ‘Make a one-off payment’

Need help understanding your bill? Take a look at our interactive guide to see what each part of your bill means.

If you’re worried about anything to do with your account or you need to talk to us, you can call us on 4455 from your Tesco Mobile phone or 0345 301 4455 from another phone.

If you'd like to view your bill as a summary, itemised or VAT invoice, you'll need to change your bill's format. Once you've logged into My Account

  1. Click on Bills and payments
  2. Then View bills and payments
  3. Click on the Bill format drop down box and select either Summary, Itemised or VAT
  4. Click on Update at the bottom of the page
  5. You'll get a message at the top of the page confirming your changes

Staying in control of extra charges

These are charges for things that aren’t in your allowance, such as calling or texting non-UK numbers, premium rate numbers, 08 numbers or using your phone abroad.

These extra charges will appear on your next bill along with your monthly tariff.

Log in to the Tesco Mobile app or My Account to see your bill and any extra charges.

Here are our pay monthly charges

You can view, change or add a safety buffer:

Adding a Rocket Pack and topping-up

If you’ve just joined on No-contract SIM or Triple Credit, your first top-up needs to be online

Troubleshooting tips

  • If you’ve changed address since you last used your card you’ll need to enter the full card details again to update your address
  • Also make sure you enter the full card number

The easiest ways are to top-up online or in our pay as you go app.

The easiest way to top-up someone else’s phone for them is online by selecting the ‘New user’ button and following the instructions.

In our app you can also redeem top-up vouchers that you’ve bought in store.

Call 4444 free from your Tesco Mobile phone or call 0345 940 0000 from a landline to top-up using a card or top-up voucher.

You can top-up online, in the Tesco Mobile app or by calling 282.

You can add a Rocket Pack:

It can take up to 4 hours for your Rocket Pack to be ready for you to use.

Managing your credit

You can find all of our pay as you go charges here.

To check your balance and credit:

  • Call  282 free from your Tesco Mobile phone
  • Text the word BALANCE for free to 2112
  • Dial 4444 to hear your balance

Dial *#10# to see your balance on screen

You can change or add a data bundle in the Tesco Mobile app, and can change or add a data, minutes or texts bundle in My Account or by calling 282.

Once you’ve given us your PAC or STAC code from your existing network, we’ll complete your switch to Tesco Mobile within one working day, if you give your PAC or STAC code to us before 6pm Monday to Thursday. Otherwise it may take longer, particularly on bank holidays. The most time you’ll have to wait is 5 days. This is the same for all mobile networks.

Find out more about switching to Tesco Mobile

If you need to swap your number onto a new SIM card, you need to do a SIM swap.

If your phone has been lost/stolen, please contact us on 0345 301 4455 as soon as possible.

  • To switch to a different network and take your number simply text ‘PAC’ to 65075 for free from your Tesco Mobile phone.
  • To switch to a different network and get a new number, text ‘STAC’ to 75075 for free from your Tesco Mobile phone.


Find out more about leaving Tesco Mobile

We share O2’s network, and you can check their live network status in your area. If you are having a network issue, you can raise it via the checker tool. The status checker is updated hourly, 24/7.

Get detailed help in our easy step-by-step device guides

To troubleshoot problems with your phone, your SIM or with the network, see if any of the solutions here can help.

We don’t charge to unlock Tesco Mobile phones, you just need to complete an online unlocking request and then follow the instructions. 

We’ll text you within 7 days with the code and a link. Click on the button below and then follow the instructions to unlock your device.

Your Tesco Mobile phone is already set up to use abroad.  Just switch it on when you arrive and it will automatically connect to a local network, who'll send you a welcome text.

You can use your Tesco Mobile phone in more than 100 countries worldwide. 

Take a look at how much it will cost when you are abroad for Pay monthly and Pay as you go.