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.
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
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
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.