Frequently Asked Questions

Prepaid International

Where can I buy PrePaid International?
PrePaid International sim cards and top up vouchers are available at more than 20,000 shops in the Netherlands, including T-Mobile Shops, telecomshops, supermarkets, petrol stations and drugstores.

How much does it cost to call with PrePaid International?
By using PrePaid International, you can make low cost national and international calls. View the tariffs.

How can I top up my calling credit?
You can top up your T-Mobile PrePaid International calling credit in various ways. You can top up online or use a top up voucher, for instance.

Online top-up.
Online top up allows you to top up both easily and safely via www.t-mobile.nl/opwaarderen. As you are paying by means of iDeal, the top up amount will be added to your balance straightaway. 

Topping up using a voucher.
You can top up your balance using a T-Mobile voucher which you can buy at many different retail outlets such as T-Mobile Shops, telecom shops, supermarkets and drugstores. Call 1244 free of charge and follow the instructions on how to top up using the code on the voucher.

What is the phone number for T-Mobile Customer Service?
If you would like to find out more about T-Mobile PrePaid International or have any other questions, please visit www.t-mobile.nl/international or call T-Mobile Customer Service. T-Mobile Customer Service is available in several languages
(English, Turkish and Polish) which can be contacted from Monday through Friday from 11.00 to 17.00 hours. T-Mobile Customer Service in Dutch can be contacted from Monday through Friday from 08.00 to 20.00 hours. You can contact us by dialling 1200 on your mobile (€ 0,25 per minute). If you are calling from a landline or from abroad please call +31 6 2400 1200.

How can I switch from PrePaid International to a monthly subscription?
If you are over 18 years old, you can switch to a T-Mobile monthly subscription and maintain your existing number. Switching to a subscription is free of charge. Any remaining calling credit (with a maximum of € 20,-) will be discounted from your first invoice. This only applies if you switch from T-Mobile PrePaid to a T-Mobile subscription.

How can I switch from PrePaid International to PrePaid Bonus Sms?
It is not possible to switch from PrePaid International to PrePaid Bonus Sms. In this case you should buy a new T-Mobile PrePaid sim pack and request to transfer your number. Unfortunately, the calling credit from your old sim card cannot not be transferred to the new sim card.

How can I switch from PrePaid Bonus Sms to PrePaid International?
It is not possible to switch from PrePaid Bonus Sms to PrePaid International. In this case you should buy a new T-Mobile PrePaid International sim pack and request to transfer your number. Unfortunately, the calling credit from your old sim card cannot be transferred to the new sim card.

What happens if I have forgotten my PIN/PUK code?
If you have entered an invalid PIN code three times, the sim card will automatically be blocked. In this case you will need to enter the PUK code to remove this block. You can find the PUK code on the same page as the PIN code which is provided with the sim card. If you cannot find the PUK code, please contact our Customer Service.

Can I keep my number when I switch to PrePaid International?
You can transfer your mobile number to PrePaid International using the request form to keep your number. Processing this request can take up to several weeks.

Download the Retain number form (pdf, 134 KB)

How do I make International calls with PrePaid International?
Making International calls using PrePaid International is easy. Press 00, followed by the country code and the area code without the ‘0’ and then the phone number. Instead of 00 you can also use the + symbol.

How can I remove the SIM lock from my mobile phone?
Your mobile phone might be sim locked, which blocks you from using your PrePaid International sim card. To check if your mobile phone is sim locked, you put your sim card into your phone. If, after you have turned on the device and have entered the PIN code, the text ‘SIM blocked’ appears, it is likely that your mobile phone is sim locked.

Your previous provider can remove this block. If your mobile phone is over one year old, this service will be free of charge. If you have had your device less than a year, please contact your previous provider for the costs of removing the lock.

I have not used my PrePaid International sim card for a while and now I cannot use it. Why is this?
If you have not performed a top up, made or received calls, sent text messages or used the internet for 6 months, then your mobile number and calling credit is expired.

How can I reach my Voicemail?
If you can’t take any calls, your calls will automatically be forwarded to your voicemail. If someone has left you a message, you will receive an SMS to tell you about this. You can access your voicemail by dialling 1233. You can also record a welcome message or personalize your voicemail settings via this number.

How can I switch my Voicemail on or off?
When you dial 1233, you can personalise your voicemail settings and turn your voicemail on or off.

Why can’t I call an 090x-number?
Your PrePaid sim card is barred for calling 090x-numbers until you have purchased a minimum of € 20,- top up.