Lock/ Unlock your simcard
In case of lost PIN and PUK code, what should I do?
In case of lost or forgotten PIN, the mobile phone will ask you to enter the PUK code (after three incorrect PIN). Just enter the PUK code received with the SIM card. You can then choose a new PIN.
Please note that after 10 incorrect PUK codes throughout the life of the SIM card, the card will be out of order and will require replacement.
In case of loss of the PUK code, please contact our Call Center at +352 671 009 009 or visit one of our shop (find the list, schedules and contacts here).
What are the PIN & PUK codes?
Your PIN (Personal Identification Number) code is an access code composed of 4 digits that you received with your SIM card. With this code, you have access to JOIN’s network. You must enter the PIN code each time you switch on your mobile.
The PUK (Personal Unblocking Key) code is a code consisting of 8 digits that you also received with your SIM card. It is used to unblock your SIM card when you entered 3 times a wrong PIN code.
These codes are provided with the SIM card in the Welcome Pack.They can be found on the plastic card that the SIM card is attached to. It is recommended to keep these secret codes in a safe place.
How can I change my PIN code?
You can change the PIN code (4 digits) that you received with your SIM card. We advise you not to choose too simple combinations such as 1234 or 7777. You can change your PIN at any time by composing the following codes:
Change PIN **04*old PIN*new PIN*new PIN#
Change PIN2 **042*old PIN2*new PIN2*new PIN2#
If you have inserted three times the wrong PIN, you can unblock the SIM card by calling the following codes:
Unblock PIN **05*PUK*PIN*PIN#
Unblock PIN2 **052*PUK2*PIN2*PIN2#
How to activate the call forward on my IPhone?
On your Home screen, touch Settings
Press Call Forward
Enable option and enter your phone number
Enter the phone number to which you want to forward your calls, and then press <Call Forwarding
Your calls will now be forwarded to that number.
You must complete the following steps to claim your refund:
- Contact LALUX insurance at +35247616640 or by e-mail: firstname.lastname@example.org and send your damaged phone for repair in a JOIN shop.
- You will receive the documents to be filled in from LALUX. You will have to fill them in, add a copy of the invoice of the purchase of the phone and send it back to LALUX.
- Once the repair quote is received, you will have to sign it at the shop of deposit or by mail.
- As soon as the phone is returning from repair, the shop will contact you. The repair invoice must be paid at the shop.
- After payment, you can ask for your refund at the insurer LALUX by sending proof of payment.
Premium SMS: ho much you coud pay
Some call them premium sms, pay, premiums or special numbers. Join does not set the prices of paid SMS and special numbers but the service provider that manages the short number.
Below is a list of maximum tariffs affected by SMS.
Fee schedules for paid sms
- All sms to 8xxx numbers will always be free.
- Some services will charge you for sending and receiving sms.
||Max. € 1,00 /SMS
||Max. € 4,00 /SMS
||Max. € 31,00 /SMS
||Max. € 0,50 / SMS
||Services for games, logos, ringtones, etc.
||Max. € 2,00 /SMS
||Services for games, logos, ringtones, etc.
||Max. € 4,00 /SMS
||Erotic services (18+)
||€ 2,00 par SMS envoyé et reçu
Subscription services for games, logos, ringtones, etc.
You can download the complete list of short numbers on the links below.
What can I do if I receive unwanted commercial calls on my phone number?
Please note that you have the option to register for free at the time of the subscription of your contract and at any time on the list "do not call me any more" at: http: //www.ne-m-appellez-plus.be /
Companies that carry out direct marketing actions will then have the obligation to delete your name and telephone number from their prospecting list and you will not be disturbed once your registration has been successfully completed.
How to set up my smartphone or tablet?
Set up your tablet or your smartphone is too complicated? Don't worry, follow this guide and configure your device with ease
Click here and configure your device
How to configure my smartphone or tablet?
You would like to configure your smartphone or tablet but it’s too difficult for you? Don’t worry, follow this guide and configure easily your devices.
Click here to configure your device
Is it possible to obtain a double SIM card for the same phone number?
It is currently not possible to obtain a dual SIM card for the same phone number, either on one or different devices.
If I don’t have any email address, may I subscribe to JOIN offers?
You can subscribe to our offers by visiting one of our JOIN Experience Centres or by contacting our Call Centre +352 2889 9009 (Luxembourg).
You can carry out all of the different steps (from delivery to billing) by post mail.
Please note that you will be charged of €2.50 when you receive your invoice by post (paper) instead of €0.00 by email (electronic).
Is it possible to book specific phone numbers?
It is quite possible to book a special number (eg. your birthday date - Silver number) or composed of a series of specific numbers (Gold and Platinum numbers) for your convenience. You can find the rates and conditions by following this link http://joinexperience.com/mobile
Can I keep my previous fixed line phone number?
With JOIN’s technology, you don’t need a classical fixed phone line anymore. However, you can easily switch your existing number to the new Broadband service. Just add a voice service to your subscription and ask for number porting. It is Important to not terminate your voice service at your existing provider.
Does JOIN propose Machine-to-Machine (M2M) services?
For those who want to maximize their investment and operational costs in IT, and enjoy the security and freedom of Cloud, JOIN will make life easier in the near future with its dedicated Cloud service.
Indeed, JOIN wants to make its customers' lives easier by providing connectivity solutions Machine to Machine (M2M), a revolutionary system that allows a group of stationary or mobile machines to exchange information with a central server.
In the fields of industry, services, finance and sustainable development, an efficient M2M connectivity makes the deployment of equipments easier and safer (logistics expertise, reinforced and secured SIM ... ), regardless the industry sector and its location.
JOIN makes the communication between machines simple and efficient.
The benefits? Optimization of investment and maintenance budgets and resources, improvement of products and ability to create new services.
With 4G, a European national communications rate, 460 roaming agreements and future management portal SIM cards, JOIN will offer a tailored M2M connectivity service soon.
Can I purchase a mobile phone online together with a subscription and SIM card?
JOIN does not provide this service yet. It is only possible to request for a subscription and SIM card online when you already possess a mobile phone of your own. If you want to purchase from our selected mobile phones, you can only do this whilst visiting one of our Experience Centers. You can find a list of our stores on our contact page.
Can I request a subscription and SIM card online without visiting one of JOIN’s Experience Centers?
JOIN allows you to request easily and fast your chosen subscription and compatible SIM card online by visiting our Mobile section or by calling the Call Center on +352 2889 9009.
Once you have selected your chosen type of subscription and SIM card you will proceed to the checkout page, where you need to fill in your personal details and where you will find the total amount of the monthly billing. Please make sure that all details are correct and that all required fields are filled in.
JOIN will review your subscription and SIM card request and will contact you shortly to give you more information about the procedure of your order and the required documents you need to send back by post. Make sure once you have received your contract by post you need to return the signed contract within 7 days.
If I want to become a JOIN customer, can I keep my current phone number?
Changing the mobile operator does not necessarily mean changing your mobile number. If you already have a Luxembourg or Belgium number you can reach JOIN and keep your current mobile number. JOIN will take care of porting your number. If you have a number outside of Luxembourg (eg. France or Germany), you'll get, by subscribing to JOIN, a Luxembourg or Belgium phone number.
How can I subscribe to JOIN’s offers and therefore become a customer?
To become a JOIN customer and benefit from our exclusive offers, you can apply in various ways :
1) Visit us directly at one of our Experience Centres, where one of our sellers will present you the available opportunities to you. For personal service, you can make an appointment by contacting us on + 352 2889 352 9009
2) Visit our website (www.joinexperience.com), you can read about our offers here or contact our customer service on + 352 2889 352 9009.
3) Contact our Promo Line on 8002 9008, send us an email to email@example.com or by send us a postal mail to 11, Rue de Bitbourg, L-1273 Luxembourg-Hamm; Luxembourg
How can I contact JOIN?
Multiples ways exist to contact the JOIN's customer Service:
1) By email :
via our online form
Promo Line for our offers: 8002 9008 from Luxembourg
Our Call Center for any further information: 9009 (from mobile JOIN) or :
+352 2889 9009 / +352 671 009 009
3) By post: Rue Emile Bian, 1 L-1235 Luxembourg; Luxembourg
How can I be informed about JOIN's offers and products?
There are several ways to keep you informed of our promotional offers, products and services every day, 24h/24, 7/7:
1) Visit our website www.joinexperience.com where you will find all the latest information and news about JOIN.
2) Follow us on our Facebook page “Join" to stay informed of all our exclusive offers, contests and events.
3) Visit one of our Experience Centres, every day of the week from 9am to 18pm, or make an appointment by contacting us : http://joinexperience.com/contact.html
4) Contact our Promo Line at 8002 9008 from Luxembourg
What are the status and the history of the brand JOIN?
JOIN Experience is a joint venture between JOIN Wireless and POST Luxembourg Group. JOIN Wireless S.A. was founded in April 2013 by three visionary Luxembourgish entrepreneurs - Pascal Koster (former director of Tango and founder of VOXmobile, former member of the Mobistar Executive Committee), Claude Lüscher (former CEO of Tecsys and co-founder of Exigo) and Frank Fischer (former partner at Deloitte, co-founder of Exigo and founder of IT Works and Cartrust) - who have combined their skills and expertise. The JOIN vision: to become the preferred 3.0 telecommunications operator with a focus on the international markets of the future. After launching activities in January 2014 in Luxembourg, JOIN has been established in Belgium and offers personal services across Europe.
To which kind of public are JOIN’s offers made for?
JOIN Experience offers suitable products for both individuals and their families, and small and large businesses. Mobile, and soon Cloud, M2M or combined offers, JOIN proposes products and services for everyone.
Originally created for people mainly calling abroad, especially in Europe, JOIN will also shortly propose national deals at very competitive rates. Please, find our exclusive offers by following this link http://joinexperience.com/mobile
What makes JOIN different ?
JOIN Experience is a unique promise in Europe. JOIN is the first mobile network operator to offer a European tariff equal to the national rate. Whether it is an incoming or outgoing call, you can communicate freely without any unexpected surprises on your bill at the end of the month.
JOIN offers simple and transparent plans which can be adapted at any time according to your personal needs. Our basic plans are very comprehensive and if you would like to extend your options, nothing could be simpler. Moreover, if you want to return to your initial plans, no worries ! At JOIN, anything is possible and simple to do!
Please, find our exclusive offers by following this link http://joinexperience.com/mobile
Where are the Experience Centres (shops) situated? When can I visit them?
JOIN Experience currently has several Experience Centres in Luxembourg : Luxembourg, Esch-sur-Alzette, Hamm, Ettelbrück, Cora Foetz. Real places for initiation, to encounter latest products and IT services, the Experience Centres offer discovery areas, a Customer Service, a Repair & Support Corner, and in some of them a training centre.
Do I have access to My Join platform with a Banana SIM?
With a prepaid flat, Banana SIM, you are not yet able to access My Join. But you can check your call credit by calling *120#.
What to do if I've blocked my account?
After 5 incorrect attempts made with your password, your account will be blocked. To unblock, please click on Unlock here under My Join window and follow the instructions. As account owner you will receive an email, and as a simple subscriber you will be sent an SMS.
What if I can't retrieve my activation SMS or email ?
Please contact Customer Care under: +352 671 009 009
In case of loss of password, what do I do?
Click on Forgot your password in the My Join window and follow the instructions.
How can I change my password?
To do so, access My Join, click on change password and follow the instructions. If you cannot remember your password, click onForgot your password? in the login window and follow the instructions.
How can I recover my username?
Once you've created your account you get a confirmation either per email, or per SMS which includes your user name. If you can't find it back, please contact the call center: +352 671 009 009
How can I access My Join as an account owner?
Before accessing My JOIN, you first need to create your access codes, meaning your user name and password. As account owner, your access codes are created while signing your contract in a JOIN Shop.
If not, you can ask Customer care (+352 671 00 9009) to sent you per email a link to create your access codes.
Once you have activated your account, you can access it by clicking on My Join, via www.joinexperience.com
How can I access My Join as a subscriber?
Before accessing My JOIN, you first need to create your access codes, meaning your user name and password. To do so, you need to click on Register on our home pagewww.joinexperience.com and follow the instructions. or click directly here.
Once you have activated your account, you can access the details of your mobile consumption by clicking on My Join.
What is meant by a subscriber?
As subscriber you have the right to see the consumption of your own subscription and to sent a request to your account owner to add an option to your subscription.
What is meant by an account owner?
As account owner you have permission to purchase and supervize all subscriptions belonging to one same account.
What is meant by My Join?
My Join allows you to control online and in real time the consumptions of your subscription(s) and as account owner to add options to your subscription(s).
Connect to MyJoin
Where can I get the details of the current consumption?
This detail is not yet available online. The actual details will appear on your next bill.
Where can I get the detail of the amount "out of package"?
This detail is not yet available online. The details will appear on your next bill.
What is the amount "out of package"?
This corresponds at the consumption that is not included in your package. (example: special number, calls outside Europe, premium numbers, surcharged numbers and SMS, etc…)
Bills & payments
How does my invoice work at JOIN?
Click on the link below to download the link
How is a billing cycle set up?
This is the monthly period of your communication considerations. For our private customers, the bill cycle runs from the 9th of the current month to the 8th of the following month; for our corporate customers it goes from the 1st til the 31st of the current month.
Does JOIN send a notification if I reach my credit limit?
JOIN offers to its customers an anti-billshock system, that informs him with a personal notification when his credit begins to approach the end of the monthly fee.
Whether at the level of consumption of voice, SMS, or Data in national, in Europe or in the world, the customer is notified by SMS when it reaches 80%, 90% and 100% of its total consumption.
In some cases, when abroad, it is suggested to the customer to obtain additional options at attractive prices in order not to find themselves cut off from any services, or to pay additional fees outside the package.
May I receive my bill by paper format?
Yes. When signing your contract, JOIN offers you the opportunity to choose to receive your invoice by email (PDF) or by postal mail. Simply check and select the desired option in the contract. You can change at any time by calling our Call Center at +352 671 009 009 or by visiting one of our shop (find the list, schedules and contacts here).
Please note that you will be charged € 2.50 per month if you want to receive your invoice by paper instead of by email.
What is the IBAN and the BIC?
The IBAN (International Bank Account Number) code is the international identifier of a bank account. It appears on all bank statements and is currently required when it comes to pay an invoice. Why ? Because it is necessary (in conjunction with BIC) in automated transaction process for international transfers. The first two letters indicate the country of origin of the bank account.
Ex: LU (Luxembourg), BE (Belgium), FR (France), ...
The BIC (Bank Identifier Code) is the global identifier of the bank. It appears on all bank statements and consists of 8 or 11 characters. The BIC is especially necessary to make international transfers.
May I pay my invoice by bank transfer?
Yes. You can pay your JOIN bill by bank transfer, electronically or by paper.
To do this, enter the bank account number that JOIN mentioned on the invoice and the amount indicated.
Then complete the structured communication mentioned at the bottom of your invoice format + + + xxx / xxxx / xxxx / + + +
By paying on time, before the due date indicated on your invoice, you avoid paying additional reminder charges.
However JOIN urges its customers to make their payment by direct debit to avoid paying € 2.50 extras and simply avoid forgetting to pay the bill.
To do this, a simple direct debit permit from you is enough when signing the contract.
May I receive my bill by electronic format?
Yes. When signing your contract, JOIN offers you the opportunity to choose to receive your invoice by email (PDF) or by postal mail. Simply check and select the desired option in the contract. You can change at any time by calling our Call Center at +352 671 009 009 or by visiting one of our Experience Centres (list, schedules and contacts by following this link : http://joinexperience.com/contact.html).
Please note that you will be charged € 2.50 per month if you want to receive your invoice by paper instead of by email.
If I wish to stop my contract with JOIN, how can I proceed?
If you wish to stop a contract with JOIN, you must:
1) Call our Customer Service at +352 671 009 009 (mobile) or +352 2889 9009 (fixed) so that we can process your application and notify you of any steps to take.
2) After receiving the request, JOIN will end the concerned service in the shortest time possible and send a confirmation email stating the dates of termination.
3) If you subscribed for a subsidized device, the seller will inform you of the amount that should be paid depending on the type of contract, to finalize the purchase. You might be asked to pay the last current bills.
How can I change my tariff plan?
Nothing more simple. Visit the Experience Centre of your choice (find the list, schedules and contacts here) and meet one of our seller to make changes in your contract. You can also send your request by email by using our online contact form.