Mobile FAQs

What is the price of the my.t Prepay SIM?

Rs 100 (VAT Inclusive)

What does the my.t Prepay starter pack contain?

• Rs 87 Free credit
• 15 GB Weekly Unlimited*
• 150 SMS

*The free SMS and mobile data will be credited within one week following SIM activation.
An SMS will be sent to inform you once provisioned.
You will receive 2.14 GB/day for 7 days.

How do I activate my mobile phone and my my.t SIM card?

• Charge your mobile phone.
• Insert your SIM card as instructed in your phone's user guide
• Switch on your phone and enter your PIN number when requested. You will find your PIN on your starter pack.
• Call 124.
• Press 2 to obtain your mobile phone number.

What happens if I enter a wrong PIN number?

If you enter an incorrect PIN code 3 times in a row, your SIM card will be blocked.

To unlock SIM, click on puk.myt.mu and follow the steps

How many contacts can be stored on the my.t SIM card?

Up to 250 contacts

If I am buying a new SIM, what will happen to my SIM contacts?

Transfer all your SIM contacts on your phone before replacing the old SIM with the new one in order to ensure you don’t lose your SIM contacts.

How do I recharge my prepay account?

Recharge on my.t money app anytime, anywhere.

Open your my.t money app, click on ‘Recharge’ and select ‘Airtime’. You can recharge or buy data packs for your prepaid my.t mobile or another my.t mobile number.

Scratch Cards (option 1)

• Scratch off the security panel on your my.t mobile scratch card to reveal the 14-digit number
• Call 124
• Choose Option 1 by pressing 1 to refill your account
• Enter the 14-digit code of the scratch card
• The voice prompt will give you your new credit level
• You will receive an SMS indicating your new credit level and validity of your account.

Scratch Cards (option 2)

• Dial *124*+ 14-digit code of the scratch card followed by #
• A flash SMS is displayed on the mobile phone with the new balance and validity of the account
• You will also receive an SMS indicating your new credit level and validity of your account.
  

ATM Recharge with selected banks (SBM, MCB, MPCB, Bank One)

• Insert your debit or credit card in the slot of the machine
• Input the PIN number of your debit or credit card
• Choose your account
• Choose transaction (Recharge)
• Select the denomination
• Input your mobile number
• Confirm your mobile number
• You will receive an SMS indicating your new credit level and validity of your account.

Recharge by SMS (SBM, MCB)

You will need to have a bank account with SBM or MCB and register for this service at your bank first.

Either

Send SMS "topup" on 8726 if the amount of recharge has already been decided at the time of application e.g. Rs 100

Or to recharge with a different denomination, Send SMS "topup xxx" on 8726, where xxx is the denomination of the credit (Rs50, Rs 100 and Rs300)

Or to recharge another mobile phone,

Send SMS "topup xxx ABCDEFG" on 8726, where xxx is the denomination of the credit (Rs50, Rs 100 and Rs300) and ABCDEFG is the mobile number.

SMS sent to banks to top up your phone are free.

Recharge with E-transfer

Want to help a friend in need by transferring some of your credit to his/her mobile?

Well, you can do it now with E-Transfer if you have a my.t mobile prepay account. Just follow the few simple steps below. Make sure you do have credit available on your mobile before starting a transfer. You can transfer between Rs20 and Rs1000 per month.

For example, if your number is 5760 XXXX and you want to transfer Rs50 to your friend whose mobile no. is 5750 XXXX

• Send an SMS on 8500 to initiate the transfer in the form of T ‹ space › ‹ the number you wish to give credit to › ‹ space › ‹ Amount to be credited› ‹space› 0000 :
  T ‹ space › 5750XXXX ‹ space › 50 ‹ space › 0000
• The system will check if you have enough credit and your eligibility
• If sufficient credit is available, the transaction will be carried out.
• Your friend's account is credited with Rs50 and your account is debited with Rs50
• You will both receive an SMS notification confirming that everything went well SMS will cost you 60c/SMS

Recharge with E-voucher

You can also recharge your account at any retailer with our E-voucher system (look for the E-voucher sign), ask for an E-voucher top-up and follow the steps below:

• Choose your E-voucher amount between Rs 10 and Rs 5,000.
• The retailer will take your payment and do the transaction You will get an SMS notification on your phone to confirm the transaction

How to check my validity period and available credit?

Option 1

• Call 126.
• The voice prompt will tell you your new credit level and the validity period of your account.
• Tariff : First 7 queries free of charge (per day) ; then 60cts per query

Option 2

• Send “query” to 8122 by SMS
• You will receive an SMS immediately, indicating your credit level and validity of your account.
• Tariff: Free of charge

Option 3

• Dial *122#
• You will receive a flash message that will have your available credit and validity of your account.
• Tariff : Free of charge

I have recharged my account? For how long can I use my credit?

Your credit is valid for a limited period after your recharge.

Option 1: If your account has been recharged with a Scratch Card

The card denomination you are using to recharge your account determines for how long your credit will be valid.

• Scratch card of Rs 50 : credit valid for 50 days after recharge
• Scratch card of Rs 100 : credit valid for 100 days after recharge
• Scratch card of Rs 300 : credit valid for 150 days after recharge

Option 2: If your account has been recharged with E-Transfer

• When your credit is zero or your credit validity period has lapsed, you are in an "inactive" state for a period of 60 days. If your account is recharged when you are in an "inactive" state, then your validity period for your new credit will be 30 days.
• If your account is recharged when your current validity period is less than 30 days, then your validity period for your new plus existing credit will be 30 days.
• If your account is recharged when your current validity period is more than 30 days, then your validity period for your new plus existing credit will not change.

I no longer have any credit on my account. What happens if I do not recharge my account?

When your credit reaches Rs 25, you will be notified by SMS. When your credit falls to Rs 10, you will be notified by a voice message every time you make a call. Once your credit falls to zero, you will be in an "inactive" state; however, you will still be able to receive calls. If you do not recharge your account within 60 days after your credit is zero, your account is deactivated. At deactivation you will no longer be able to recharge your account or receive calls.

What happens when my validity period for my credit has lapsed?

Three days before your validity period lapses, we alert you by SMS. During those three days we also notify you of this state by a voice message each time you make a call. Your credit expires when its validity period has lapsed. That means you will no longer be able to use the remaining credit on your account. You will be in an "inactive" state and you will still receive calls. If you do not recharge your account within 60 days after your validity period has lapsed, your account will be deactivated. When deactivated you will no longer be able to recharge or receive calls.

Can I use my mobile phone if I have no credit on my account?

If you have no credit on your account, you will not be able to make calls. However you will still be able to receive calls on your mobile for a period of 60 days. You may also call our callfree contact numbers:

• 124 for recharge
• *122# for balance enquiry

Can I get back my phone number upon reactivation after it has been deactivated?

When your mobile number is deactivated, the number may be reallocated to another customer. In this case, you will not be able to recover your previous number.

my.t mobile Prepay Call Charges

With a prepay account, you will not pay any monthly rental. You will pay only for your communication charges.

* All prices quoted are VAT exclusive
** except for audiotex numbers e.g. 301xxxx, 302xxxx, etc

How to activate Mobile Internet on my mobile phone?

Most of the smartphones today are already pre-configured for usage of Mobile Internet. However, should you need to configure your mobile, please follow the steps below.

If you are still having difficulty, call us on 8900.

If you do not have a mobile internet package, you must have at least Rs 6 on your account to be able to browse.

How to enable Voice Mail on your smartphone?

Call forwarding has to be enabled on your mobile phone. This can be done directly by calling on 8900 or by doing it manually. Just go on your mobile, choose call forward/divert and input 52599597 as forwarding/voice mailbox number

The conditions are as follows:

• Busy
• No reply
• No network coverage

Note: For iPhone users, you cannot activate your voicemail manually. Please call on 8900 to do so.

I am an existing Voicemail user. Should I activate the service again?

No. The new voicemail service will be automatically activated for you. You just need to follow the same steps as to retrieve your messages

How to unsubscribe to the service?

The call forwarding has to be deactivated. This can either be manually with the phone or by calling 8900

How to deposit a message?

If a call is made to a customer who has the voicemail service and if he is not available, the call will be diverted to his voicemail box. An announcement will be played with instructions of how to leave the message.

How to retrieve the message?

Dial 123 from the mobile phone and follow the instructions.

How to retrieve the message from another phone?

Dial 2505000 and insert the PIN

For how long the message(s) are kept?

Non-retrieved messages are kept for 14 days while retrieved messages are kept for 7 days.

For how long saved messages are kept?

The messages which have been saved will be kept for 7 days in the mailbox.

When should I use a PIN code?

PIN code is to be used when retrieving your voicemail messages from another phone

What PIN should I use to access my voicemail from another fixed or mobile number?

You can find your PIN on your voicemail activation SMS.

How can I change my PIN?

Dial 123 on your my.t mobile phone and follow the prompts to set up your PIN.

What type of PIN is allowed on the system?

For security reasons, PIN with identical numbers like 1111, 2222 etc or PIN with continuous numbers like 2345, 8765, etc., are not allowed. Choose a PIN different from them.

In case the PIN is lost, how to proceed?

Dial 123 from the phone and press the * key to go to the main menu. Another PIN can then be requested.

How can I set up a personalised greeting?

It’s really easy! Just dial 123 on your mobile phone and follow the instructions for greeting.

What will happen if I also have a MCA service? Can I use both Voicemail and MCA together?

• Only one forwarding is possible at a time on a mobile phone. It means that a customer can either have the MCA service or voicemail.
• The call forwarding number for MCA is 52599595.
• The call forwarding for Voicemail is 52599797.
• So if a customer has the MCA service and he changes the call forwarding to voicemail number (52599597), then, he will have only the voicemail service (and the MCA service will be cancelled).
• If a customer has the voicemail service and he opt for the call forwarding number to the MCA number (52599595), then he will have only the MCA service (and the voicemail service will be cancelled).

Missed Call Alert

What is Missed Called Alert (MCA)?

Missed Call Alert sends you an SMS notification when:

• your phone is switched off
• you are in a non-covered zone
• you are already in communication on your mobile

How much does it cost?

Missed Call Alert offered FREE of charge for Postpay customers

How to configure my mobile for Missed Call Alert?

• To activate, send "mca" on 8888 by SMS for registration. (SMS sent to 8888 is free of charge). Once registered, you don't need to renew your registration every month.
• If you wish to cancel the service, send 'stop mca' on 8888 to end the service

CLI Restriction

What is CLI Restriction?

If you do not want your number to appear on the phone of the person you are calling, you can withhold it. We call this service CLI Restriction. This service is available to Postpay subscribers only. Benefits / features: Maintain your privacy

How much does it cost?

Monthly rental of Rs 50/month (VAT exc.)

How to configure my mobile for CLI Restriction?

Please call our Customer Care on 8900 to enable this service, or visit any of our Telecom shops

Call Forward

What is Call Forwarding?

Call Forwarding allows you to forward calls from your mobile to another phone - either a fixed phone, a mobile phone or even to your Voice Mail Benefits / features

• redirect your calls when you are busy to another colleague / friend / family's phone
• call back at your convenience

How much does it cost?

• activation of this service is free
• Call Forwarding to Voice Mail is free
• forwarding to any other number costs you the forwarding leg of the call, i.e. the cost of forwarding the call from your mobile phone number to the other number

Conference Call

What is Conference Calling?

This service allows you to communicate with more than two persons at the same time from your mobile and up to a maximum of 6 persons.

How can I use the conferencing service?

Before making any conference call, you need to register for the service by calling on 8900. The registration is free of charge.

• Make your first call.
• Wait for your correspondent to reply.
• From your phone options, choose add call
• Dial the other number and wait for the answer
• Choose option conference, now you are in conference with both parties.
• To add another person in the conference, repeat steps 3 to 5.

How much does it cost?

There is no charge to set up Conference Calling, you will be charged at standard rate for each person you call to join the conference. So for example, if you have five people in the conference, you will pay for five calls. If you invite someone from abroad to join in a conference, international calling charges will apply.

How can I activate international roaming?

I have a my.t mobile Postpay account

• Visit any of our Telecom shops with your ID card
• Fill in the application form
• International roaming will be activated on the date requested. No deposit will be required

How do I use roaming when abroad?

I have a my.t mobile Postpay account

• I am a postpaid roamer in England calling B (57581234) in Mauritius: I dial +230 57581234.
• I am a postpaid roamer in England calling B (British Resident 37271234) in England: I dial 37271234
• I am in Mauritius calling B (Postpaid Roamer 5256 4122) in England: I dial 5256 4122
• International roaming will be activated on the date requested.

I want to browse and download my emails while roaming.

With my.t mobile Data roaming, you can still use your phone for downloads. my.t mobile has agreements with several countries for you to use their mobile networks when travelling abroad.

Do I pay the same roaming tariff in different countries?

No. You will pay different charges depending on the country from which are calling.

How do I send SMS while roaming?

I have a my.t mobile Postpay account

• Select Menu and choose Messaging.
• Choose Create message and select Text message.
• Enter your recipient phone number in the field or select Add to select the phone number from your phone directory.
• Enter your message.
• To send the message, select Send.

What is Fun Tones service?

Fun Tones service allows you to personalize your ring back tones by selecting music of your choice to callers, thus replacing the boring "ring ring" tone that callers usually hear when they call.

How to access Fun Tones service?

You can access the service through 2 interfaces:

• By connecting to the my.t mobile Portal (www.myt.mu/mobile)
• By SMS

How much do I pay?

(all prices are VAT excl)

How to register for Fun Tones service?

You can register for the service by SMS or by portal (www.myt.mu/mobile)

To register by portal

• Step 1: Connect to www.myt.mu/mobile and click on Fun Tones icon. You will be directed to Fun Tones portal.
• Step 2: Click on "register"
• Step 3: Enter your mobile number and click on "obtain authentication code" (You will receive your authentication code by sms through your mobile)
• Step 4: Input your authentication code in the corresponding box
• Step 5: Then click on "Register"

To register by SMS

Send <fun> SPACE <Fun Tone code> to 8787
Example: send fun 100001 to 8787

How do I access my personal library?

• Step 1: Connect to www.myt.mu/mobile and click on Fun Tones icon. You will be directed to Fun Tones portal.
• Step 2: Go to the login area
• Step 3: Enter your mobile number, your password and code in the respective box
• Step 4: Click on "Log in". When you login, click on ‘My Fun Tone’ to access your personal library. You can manage your Fun Tones as you wish.

I have forgotten my password, how to get it?

There are 2 ways to get your password: via portal or by sms

Via portal

• Step 1: Connect to www.myt.mu/mobile and click on Fun Tones icon. You will be directed to Fun Tones portal.
• Step 2: Click on ‘Log in’. When you log in, click on ‘Forgot Password’.
• Step 3: Enter your mobile number and code.
• Step 4: You will receive your password by sms on your mobile.

By SMS

Send <pwd> to 8787
Example: send pwd to 8787

SMS keywords for Fun Tones Service

How will I be charged for the Monthly Subscription Fee?

The charging of the monthly subscription fee is based on relative validity that is if you register on 5 March 2016, you will be charged Rs 10 on that same day and the service will be valid up to 4 April 2016.

What happens when the Fun Tones service is due to expire?

2 days before end of validity, you will receive a sms notifying you of the next deduction.

How do I offer a Fun Tone? Who will pay for it?

You can offer a Fun Tone to a friend by SMS or via portal.

By SMS

Send <gift> SPACE <Fun Tone code> SPACE <friend's mobile number> to 8787
Example: send gift 100001 752xxxx to 8787

Present Fun Tone via portal

Connect to www.myt.mu/mobile and click on Fun Tones icon. You will be directed to Fun Tones portal.

• Step 1: In the login area, input your mobile number, password and code
• Step 2: Click on "Log in". When you log in, click on ‘My Fun Tone’ to access your personal library
• Step 3: Choose the Fun Tone you want to offer & click on the ‘present’ icon
• Step 4: Enter the presentee mobile number and click on "Present"

Note: The receiver must be already a Fun Tone customer to obtain the gift. The person offering the Fun Tone will pay for the Fun Tone fee.

How many Fun Tones can I download and assign to calling parties?

A maximum of 10 Fun Tones can be downloaded and assigned.

How do I manage my library?

You can manage your Fun Tone by portal.

Managing Fun Tones via portal

By accessing your personal library via the portal.

• Step 1: Connect to www.myt.mu/mobile and click on Fun Tones icon. You will be directed to Fun Tones portal.
• Step 2: Click on ‘Log in’. When you log in, click on ‘My Fun Tone’ to access your personal library
• Step 3: Click on ‘advanced settings’ & ‘+ New Advanced Settings’ to manage your Fun Tones

Settings can be done:

• For special calling number You can set specified Fun Tones for a specified caller number. When the calling party calls you, he can listen to the specified Fun Tone.
• For special calling groups You can set specified Fun Tones for a specified calling group. When a calling party in this group calls you, he can listen to the specified Fun Tone.
• For specified time segment You can set Fun Tones to be played at any time, in the daily time segment, or in the special time segment.

What is Ordinary Setting?

The Fun Tones set in the Ordinary Setting page will be the default Fun Tone.

The Fun Tone that I selected has stopped playing. Why?

If you are a prepay customer, check that you have sufficient balance to pay for the monthly subscription fee. Also check the validity of the Fun Tone.

What happens when I download a new Fun Tone? When will the new one be in use?

Once, you have downloaded a Fun Tone, you need to set it. You can set a Fun Tone via portal or by SMS.

Setting via portal

• Step 1: Connect to www.myt.mu/mobile and click on Fun Tones icon. You will be directed to Fun Tones portal.
• Step 2: Click on ‘Log in’. When you log in, click on ‘My Fun Tone’ to access your personal library
• Step 3: Go to "settings" to set your Fun Tone

By SMS

Send <set> SPACE <Fun Tone code> to 8787
Example: send set 100001 to 8787

What happens when I download (SMS/portal/express copy) a Fun Tone due to expire within 1 month time?

You cannot download a fun tone which is due to expire within 1 month. The following message will be displayed ‘Hello the fun tone xxx does not exist’.

Will Fun Tone be available while roaming?

No. Fun Tones will not play as long as you are abroad. It will resume playing once you return back to Mauritius, provided that subscription has not yet expired or you have not unsubscribed to the service.

I am a fixed line customer, can I subscribe to Fun Tones?

No, you need to have a my.t mobile prepay or postpay SIM card.

Does Fun Tones work on all handsets?

Yes, Fun Tones service is handset independent.

How to change my password?

By accessing your personal library via the portal. The procedures are as follows:

• Step 1: Connect to www.myt.mu/mobile and click on Fun Tones icon. You will be directed to Fun Tones portal.
• Step 2: Click on ‘Log in’. When you log in, click on ‘My Account’
• Step 3: Click on modify password
• Step 4: Enter your old password
• Step 5: Enter your new password
• Step 6: Confirm your new password and click on ‘Submit’
• Your new password is modified successfully.

What will happen if I do not have enough credit in my prepay account for service renewal?

You will be automatically deregistered from the service after one month.

Does Fun Tones work for call waiting?

Yes

Shall I be refunded if I cancel my account?

No

Do I pay for the monthly fee if I suspend the Fun Tone service?

Yes, only the Fun Tone will not be heard by your callers.

What do I need to prelisten Fun Tones before downloading from portal?

Windows Media Player

For how long the Fun Tones remain in my library after stopping the service?

The Fun Tones remain in your personal library for 90 days.

What is Express Copy?

With Express Copy, you can now copy a Fun Tone. When you call another person, you can copy his Fun Tone by just pressing on "*" on your mobile before the person takes your call.

What is 'Hot' Fun Tone code?

A Hot Fun Tone code is numeric string of 1 to 5 digits. With this feature, we can specify special Fun Tone codes to some Hot Fun Tones for advertisement purpose.

The customer can purchase the Fun Tones easily by sending the special Fun Tone codes for e.g 111 or 222 etc

Hot Fun Tones have validity periods. The customer can only browse the Fun Tone before the validity periods end. The subscribers can then purchase them via portal and SMS.

How much time will it take for the Fun Tone to be activated?

You will obtain the Fun Tone within 24 hours.

Will the Fun Tone be set automatically?

Yes, the copied Fun Tone will be set as default.

How much will I pay?

Only Rs 9 for the Fun Tone. If the said Fun Tone is on promotion, then you will be charged the promotional price indicated on the portal.

What is the validity period of Fun Tone that is copied by pressing on "*"?

It is the same as displayed on the portal.

If I am not a subscriber of Fun Tones, can I press on "*" to copy Fun Tones?

Yes, you will be automatically registered for the service and you will get the Fun Tone. Then, you will be charged Rs 10/- for the monthly subscription fee and Rs 9/- for the Fun Tone.

How can I check if I have well copied a Fun Tone?

By accessing ‘My Account’ via the portal.

• Step 1: Connect to www.myt.mu/mobile and click on Fun Tones icon. You will be directed to Fun Tones portal.
• Step 2: When you log in, click on ‘My Account’
• Step 3: Click on ‘Record History’ & ‘Fun Tone History’, the select the ‘copy’ menu

What happens if I do not have enough credit in my prepay account for Express Copy?

The Fun Tone will not be copied. You will also be notified by sms.

What happens if I try to copy a Fun Tone that already exists in my personal library?

The Fun Tone will not be copied. You will also be notified by sms.

What is Service Presenting?

Service presenting allows you to offer the service to another party who does not have the service. You will pay for the monthly subscription fee. The number of month that you want to offer will depend on you. The other party must respond to your offer by sending ‘yes’ to 8787 within 3 minutes after receiving your proposal for the service. Otherwise, the operation will be cancelled.

How do I offer Fun Tones Service? Who will pay for it?

You can offer Fun Tones service by SMS only.

By SMS

Send <serve> SPACE <number of monthgt; SPACE <friend's mobile numbergt; to 8787
Example: serve 2 752xxxx to 8787
The presentee will have to respond to your offer within 3 minutes, otherwise the operation will be cancelled.

How will I be charged?

You will be charged for the total number of months you have offered the service on the day. E.g if you have offered the service for 3 months to a friend, you will be charged Rs 30 on the same day.

Will he get a Fun Tone along?

No, he will be subscribed only for the service. He must then buy a Fun Tone or you can offer him a Fun Tone also. Refer to section ‘How to offer a Fun Tone’.

When will my friend start paying for the service?

Your friend will start paying after the "offering" period has lapsed. He will receive notification sms and he can decide if he wants to keep the service.

What are the packages that can be gifted?

Daily, Weekly 300MB, Weekly 800MB, Monthly 2GB

How to gift a package?

You can gift a package by SMS or by dialling *8900# and choosing option ‘gift data’

What do I need to gift a package?

A my.t mobile prepay number + sufficient credit to gift the required package

Is there any additional charge when gifting a data package?

No. The sender of the package will pay only the price of the package

Is the gift package renewable?

No, the gift package is not automatically renewable

What is the validity of the gift package?

Validity is same as normal data package

Can I gift a my.t mobile Postpay number?

No, only a my.t mobile Prepay can gift another active my.t mobile Prepay

I have a postpay number. Can I gift a prepay number?

Not for the time being

Can I gift some data volume from the available package on my account, e.g. if I have 1GB, can I gift 20MB to another prepay account?

No. With gift data, you can send a predefined data package to another number and the amount is deducted only from the available credit on your account, not your data package.

How will I know if the package has been correctly provisioned?

Both sender and receiver will get a confirmation SMS. The receiver can also send query to 8684 to check if package is well provisioned.

I’m trying to gift a package to a prepay number but is unable to do so. Why?

Please check if:

• you have sufficient credit.
• the mobile number you are sending the data package is a valid my.t mobile prepay number
• The SMS keyword and shortcode is correct, ie. gift to 8684

If all of the above is correct, please call on 8900 for further assistance.

How many packages can I gift to a prepay number?

There is no limit. I can gift as many packages, so far as I have sufficient credit on my account

Can I send a gift data package to a tablet?

Yes, so far that there is a my.t mobile prepay SIM on the tablet.

How to subscribe to Love Pack?

You can subscribe by sending an SMS to 8684 or by using USSD.

What do I need to buy a Love Pack?

A my.t mobile Prepay number + sufficient credit to subscribe.

How much does the Love Pack cost?

• Rs39 vat exclusive, i.e. Rs39 will be deducted from your credit upon purchase
• Rs45 vat inclusive

Is the Love Pack renewable?

No, Love Pack is not renewable

What is the validity of Love Pack?

24 hours from time of activation

I have a Postpay number. Can I subscribe to a Love Pack?

No, Love Pack is available only to my.t mobile prepay customers

Is the Love Pack applicable in Rodrigues?

Yes, my.t mobile Prepay customers in Rodrigues can also enjoy the Love Pack.

I have subscribed to a Love Pack and have free minutes on my account. Will my free minutes be deducted?

No. When you have a Love Pack on your account, your calls to other my.t mobile numbers will not be billed at all. Your free minutes will not be deducted as well.

Can I make unlimited calls to other operators with Love Pack?

No, with Love Pack you can make unlimited calls only to my.t mobile numbers. All calls to fixed and other operators will be deducted from your prepay credit

I've subscribed to a Love Pack but my calls to other my.t mobile users are being deducted from my credit?

Please check if your package has been well provisioned by sending “query” to 8684. If yes, please call on 8900 for further assistance.

I've sent a request to buy a Love Pack. My credit has been deducted but I did not receive any confirmation SMS.

Please check if your package has been well provisioned by sending “query” to 8684. If yes, please call on 8900 for further assistance.

What is Online Top Up?

The service allows customers from Mauritius or abroad to buy airtime credit or data packs for any my.t mobile prepay mobile in Mauritius. This service can be accessed through https://topup.myt.mu/

What do I need to register to Online Top Up?

Only a valid email address

Why is my email address required to register and use the service?

• The email address is used as a part of the customer care and identification processes, so that you can be contacted if there are any difficulty using the service.
• If you forget your password, it will be sent on the email address you registered
• An email confirmation(“electronic receipt”) is also sent to your email address as proof of purchase

I did not receive my registration confirmation email, what do I do?

• Please check if you have used a valid email address. If not, please register again using a valid email address.
• Contact our Customer Care by calling on 8900

What do I need to top up via Online top up?

Customers will need:
1. An active my.t mobile Online Top Up account with a registered email address & password
2. An active my.t mobile prepay number
3. A mode of payment: A credit card, a valid scratch card or sufficient mobile credit (if purchasing data pack)

What is the Online Top up amount and validity?

Why has my Top Up failed?

Here are the main reasons why your Top Up may fail:

• Your bank may have declined the payment for credit card or Mobile Money
• You have reached the limit concerning the number of transactions.
• If your payment has gone through successfully, but you have not received your mobile credit or data pack, there may have been a problem with your account. In this case, please contact our Customer Care by calling on 8900. Please provide your transaction id and product being purchased when calling.

Credit card and payment details

What cards are accepted by the my.t mobile Online Top Up website?

You can use any of the following cards:

• VISA Credit cards
• VISA Electron cards
• MasterCard Credit cards

Do I have to enter my credit card information each time I use the Online Top Up service?

Yes, due to security reasons we do not store your credit card details.

In what currency can payment be made?

If you are in Mauritius, payment will be done in local currency (i.e. Mauritian Rupee). If you are abroad, payment can be made using US Dollars.

What is the exchange rate when recharging a prepay account from abroad?

Exchange rate fluctuates on a daily basis and are automatically updated to reflect these changes. The website will state the total amount the buyer will pay in his/her currency on the confirmation screen. Confirmation of payment implies you are agreeable to the applied exchange rate.

Is tax added to the top up amount?

• Value Added Tax (VAT) as enforced in the Republic of Mauritius is applied on the top up amount
• VAT will be included in the prices displayed on the website, unless when stated otherwise (e.g. for data pack purchase using mobile credit)
• The value of my.t mobile Online Top Up received is minus the tax amount (E.g. for Rs100 top up, the customer will receive Rs86.96).

Is there a charge for using the Online Top Up service?

There is no transaction fee charged for using Online Top Up service. However please check with your respective banks for any applicable banking fee for using your credit cards.

Verifying a transaction and a mobile number

Is there a way to verify the amount the topped up number will receive?

The amount of top up the my.t mobile prepay number will receive is displayed when you have selected a top up amount and is also visible in the 'transaction history' tab when you log in to your account. An SMS will be also sent to the receiver of Top Up

What happens if I enter a wrong recipient number?

Once the my.t mobile prepay number is entered, we verify if it is a valid my.t mobile Mauritius prepay number. If not, you will be informed that the number is invalid. However, if you have topped up a wrong number but a valid my.t mobile Prepay number, no refund shall be issued to the buyer.

What happens when the package purchased expires?

If the data package purchased is an auto-renewal package, the package will be renewed if there is sufficient credit on the mobile phone for which the data package is being bought. Otherwise, no renewal happens as do not store any payment details.

Security and Privacy

Is my email address and payment details secured?

All information is transmitted through secured protocols (SSL - Secure Socket Layer); one of the most widely used and safest security protocols available on the web - you will see it being used at all leading sites.

When completing a credit card transaction, my.t mobile does not store your credit card information. All sensitive information is held by our payment processor who keeps this data secure to the stringent requirements of the Visa and MasterCard compliance teams, which include PCI compliance.

For Mobile Money payment, the paying Mobile Money number will be requested to enter his/her Mobile Money PIN on the paying mobile number. At no point will the website request the user to submit the PIN online.

What is Free Facebook Offer?

This service allows my.t mobile Prepay & Postpay subscribers to have free access to Facebook via official Facebook app or m.facebook.com.

Do I need credit to have access to the Free Facebook Offer?

Yes, you need to have a minimum of Rs 6 credit on your account. However, the credit will not be decremented while using Free Facebook Offer!

Is the offer applicable for both Postpay and Prepay?

Yes, the offer is applicable for both.

Can I share my Free Facebook Offer by opening my personal hotspot?

Yes, but since the offer is free of charge, it is better that the other mobile connects directly to the Mobile network and access the official Facebook app.

Can I access the Free Facebook Offer on my Tablet?

Yes, the tablet is a mobile device. If it contains a my.t mobile SIM and have at least Rs 6 credit, you can have access to the Free Facebook Offer

Can I access Free Facebook Offer on my Laptop or PC?

The Free Facebook Offer is available for my.t mobile customers. For Laptop and PC use your home broadband connection to access Facebook.

Do I need to have a mobile internet package to access the Free Facebook Offer?

No, Free Facebook Offer is available even if you do not have a package but Prepay customers should have a minimum credit of Rs 6 in their account

If I already have a mobile internet package, will my volume data be deducted while accessing the Free Facebook Offer?

As long as the access is within what is included in the Free Facebook Offer, your volume data in your package will not be deducted.

My credit is being depleted while assessing the Free Facebook Offer. Why?

This might probably be due to other applications running at the background & accessing internet at the same time. To avoid this, kindly turn off other applications (Eg:email sync, calendar sync) or notifications which access internet

I have turned off all my applications but still my credit is being depleted while using the Free Facebook Offer. Why?

This can be mainly because when you turned ON mobile data on your smartphone, there are apps that will still try to access or sync with the internet in the background. Even if you stop all background activities of your apps on your smartphone and turn off automatic sync on mobile data, there may still be some activities that could happen in the background which may partly use your credit. We guarantee that usage of Facebook app, m.facebook.com and messenger app for the following is free and unlimited for my.t mobile Prepay & Postpay users:

• Update status, like, share, comments, add your friend, check events.
• Browsing your news feed
• View pictures /album on Facebook
• Chat on Facebook Messenger
• Share post/ photo/ video

This free Facebook Offer will allow much savings on your mobile data usage if you are a regular mobile internet user.

How do I access the Free Facebook Offer on my mobile?

You can enjoy the Free Facebook Offer by accessing the official Facebook app or url m.facebook.com on your mobile browser. Official Facebook app available on Playstore for Android phone, App store for Apple devices, Blackberry world for blackberry devices and windows store for windows devices

Can I have access to the Free Facebook Offer on any device?

You should have a smartphone or any mobile internet device.

Do I have access to Free Facebook Offer when using a mobile internet package?

Yes, you will have access to the Free Facebook Offer and the usage will not be deducted on your package

Will I be charged for Free Facebook Offer while roaming?

Yes. FREE access is valid only for domestic use. Data roaming charge will be applied while roaming.

Is the Free Facebook Offer available in Rodrigues?

Yes it is also available for all my.t mobile customers in Rodrigues.

What is WeChat?

WeChat is an instant messaging app that can be downloaded on any smartphone (Android, iOS, Windows, Symbian)

What can I do with WeChat?

Text messaging, voice/video calls, sharing of photos and videos, gaming

What are the available WeChat packages?

There are 2 WeChat packages:

• Weekly200MB @ Rs39, including VAT
• Monthly1GB@ Rs199, including VAT

What do I need to subscribe to WeChat packages?

A my.t mobile Prepay SIM with a smartphone + sufficient credit to purchase the WeChat package

Are WeChat packages limited to Chinese tourists only?

No. Any my.t mobile Prepay customer can subscribe to WeChat packages

Are the packages renewable?

Yes, WeChat packages are renewable, except when offered free on starter packs

I have a Postpay number. Can I subscribe to a WeChat package?

No, WeChat packages are available only to prepay customers

Can I use the data volume allowance on the WeChat packages for other browsing purposes?

No. the data allowance (1GB or 200MB) is limited to WeChat only. However, you can buy any other mobile internet package for browsing other than WeChat.

What will happen if I exceed the data volume allowance on the package?

You will be billed for each MB used above your data volume allowance, i.e. Rs2.50/MB

Can I use the WeChat packages in other countries?

No, these packages are limited for use with a my.t mobile Prepay SIM in Mauritius only.

I have sent a request to buy a WeChat package. My credit has been deducted but I did not receive any confirmation SMS.

Please check if your package has been well provisioned by sending “query” to 8684. For further assistance, please call 8900.

I have subscribed to a WeChat package but my credit is being depleted while browsing on WeChat?

First of all, please check if your package has been well provisioned by sending “query” to 8684. If yes, it might be probably due to other applications running in the background and which are accessing the internet at the same time. To avoid this, kindly turn off the other apps or notifications which are consuming mobile internet. If the package has not been provisioned, please call on 8900 for assistance.

I have 3 my.t mobile Postpay numbers, can I have access to these 3 numbers at once by using the Account ID?

Yes. All the numbers associated to your Account ID will be displayed on your Selfcare account.

What is a Customer ID?

A customer ID is an access code that will give access to all accounts of a given customer. It is used mainly by SMEs, Corporates & Ministries.

Do I have to pay a fee for registering to and using the Selfcare service?

No, registration and access to Selfcare is free of charge.

I have already registered to the previous mobile selfcare. Can I use my previous credentials to login on the new self care?

To have access to the new enhanced Selfcare, you need to register again.

Does Selfcare show my real time consumption?

Your usage and detailed usage are updated every hour.

Which type of card(s) can I use to make payments?

Only credit cards can be used (Visa Card/Master Card)

Is it safe to submit my credit card details?

Payment by Credit Card is performed through SBM’s secured Payment Gateway. SBM is constantly helping its customers to minimize online fraud and above all, providing a comfortable level of protection to its merchants by proposing the latest security standards of Visa, MasterCard and UnionPay International (UPI) as well as the use of the Verified by Visa (VbV), MasterCard Secure Code and UnionPay Online Payment (UPOP) to merchants.

Credit card details can be safely submitted directly to SBM’s payment Gateway

How many bills can be viewed online?

Bills for the last 12 months are available on Selfcare.

How can I change my password?

On your Selfcare homepage, click on and change your password under Password.

How can I view the detailed usage of previous months?

On your Selfcare homepage, click on Services > Usage. Then, choose the type of usage you want to view (SMS, Calls, Data...) and select the appropriate Start and End dates.

Can I perform partial payment on Selfcare?

No, Selfcare does not allow any partial payment.

How to subscribe to Mobile Internet packages via Selfcare?

On your Selfcare homepage, click on Services > Add Services > Mobile Internet. Choose the package that best suits your needs and follow the steps.

How to make a request/complaint?

On your Selfcare homepage, click on My Requests > Send requests. In Quick Solutions, search the answers for your queries or click on Report if you need further help.

I have Postpay 500 offer and want to upgrade. What should I do?

On your Selfcare homepage, click on Services > Change Plan. Then, select the offer that best suits your needs and follow the steps.

How can I track my request status?

On your Selfcare homepage, click on My Requests. Under Request history, you will see all requests created and their status.

Where can I view my payment history?

On your Selfcare homepage, click on Payments. Go to Payments and you will have an overview of all previous bills settled.

How can I pay my bills?

On your Selfcare homepage, click View/Pay Bill. Select the bill(s) you want to settle, click on Pay and follow the steps.

I cannot add services or change plan?

If you cannot add any service or change plan means that you are a fleet user.

I have already registered to the new Selfcare but cannot access it now. Why?

If you are already registered on your new Selfcare and do not have access to it, please ensure that the SIM you are using has not changed ownership.

How can I subscribe have access to international roaming?

If you are a postpay customer, On you Selfcare homepage, click on Services > Add Services > Calling Abroad. Then, select Roaming and follow the next steps.

If you are a prepay customer, Please consult our website for more information.