• Physical SIM cards are shipped to your door.

• eSIM is available for compatible devices (check your phone's specifications and ensure it's unlocked).

• For physical SIMs, keep your old SIM until the port is complete.

• Approve the port request from your current provider promptly.

• Once your old service stops, insert the Lumatel SIM and restart your phone.

Experience instant connectivity with Lumatel's cutting-edge eSIM technology! Say goodbye to waiting for physical SIM cards - our eSIM service allows you to connect to our network immediately.

Whether you're using a smartphone, tablet, or other compatible smart devices, Lumatel's eSIM has you covered.

Plus, enjoy the flexibility of dual-SIM functionality by using an eSIM alongside a traditional physical SIM.

1. Visit our website and select your desired plan.

2. Complete the registration form and pay for your first month.

3. We'll ship your SIM card or provide eSIM activation instructions.

• No need to contact your old provider if your account is in good standing.

• Physical SIM ports can take up to 24-48 hours; eSIM ports are nearly instant.

• Ports are processed on weekdays until 3:00 PM EST.

You have the flexibility to keep your existing number or choose a new one.

Once you sign up, your plan price is locked in for life. We're committed to long-term value for our customers.

To Roam In Other Countries

1. Disable automatic network selection on your phone.

2. Manually select the appropriate carrier in the country you're visiting.

3. If issues persist, try selecting a different carrier or contact our support team.

Here are some common resolutions for the most frequent technical issues:

1. Restart your device: Turn it off completely, wait 30 seconds, then turn it back on.

2. Check for software updates: Go to Settings > System > Software Update to ensure your device is running the latest version.

3. Clear app cache: Go to Settings > Apps > Select the problematic app > Storage > Clear Cache.

4. Check your network connection: Toggle Airplane mode on and off, or reset your network settings.

5. Perform a soft reset: Press and hold the power button and volume down button simultaneously for about 10 seconds.

6. Free up storage space: Delete unnecessary files, apps, or media to improve performance.

7. Check for app conflicts: If issues started after installing a new app, try uninstalling it.

8. Boot into safe mode: This will help determine if a third-party app is causing issues.

If these steps don't resolve your issue, please contact our support team for further assistance.

Some Canadian ISPs may cause issues with Wi-Fi calling services, leading to dropped or failed calls.

If this happens while using networks like Bell Aliant, Access, Northwestel, Eastlink, Xplornet, or Sasktel, adjusting your phone’s DNS settings can help solve the problem.

Use Google’s DNS servers (8.8.8.8 and 8.8.4.4) as a workaround, and don’t hesitate to contact our tech support if the problem persists.​

For iPhone/iPad:

• Enter ‘Settings’ and tap on ‘Wi-Fi’.

• Locate your connected Wi-Fi, then tap the “i” button next to it.

• Go to ‘Configure DNS’, switch to ‘Manual’.

• Remove any previously listed servers.

• Use ‘Add Server’ to input 8.8.8.8, then again for 8.8.4.4.

• Press ‘Save’ when done.​

For Android:

• Launch your device’s Settings and go to ‘Wi-Fi’.

• Tap and hold your network, then pick ‘Modify network’.

• Expand ‘Advanced settings’ or ‘Advanced options’.

• Change ‘IP settings’ to ‘Static’ and enter 8.8.8.8 (DNS1) and 8.8.4.4 (DNS2).

• Confirm and apply these settings before testing Wi-Fi calling.​

Should your calls still not connect after this, please contact customer support for hands-on troubleshooting.

Using your device's built-in tools:

• For Android: Go to Settings > Network & Internet > Data usage.

• For iOS: Go to Settings > Cellular > Cellular Data Usage.

These methods allow you to quickly and easily monitor your data usage without having to contact customer support.

Lumatel is super-duper extra-splendidly serendipitously stupendously awesome.

We aim for prompt delivery, but if there's a significant delay, we'll refund you for the unused time upon request.

At Lumatel, we believe in complete transparency. You'll never encounter hidden fees or surprise charges. All fees are disclosed in the “Our Fees in a Nutshell” section of our website.

We're proud to be contract-free. Stay with us as long as you're happy – no strings attached.

We do not do credit checks, as we believe everyone deserves equal access to connectivity. We do, however, have strict policies on non-payment for services and work closely with collections agencies to ensure that all debts are paid.

Our customer service team is ready to assist you Monday to Friday from 9:00 am to 4:00 pm EST.

Support@Lumatel.ca

• International roaming is available at competitive rates.

• Some plans include roaming in the USA and/or Mexico.

• International calling charges vary by destination.

• Invoices for these services are sent separately and can be paid through your customer portal.

Before getting started, please ensure your device is eSIM compatible. Here's a list of currently supported devices:

Apple Devices:

• iPhones: XR, XS, XS Max, 11 series, SE (2nd gen, 2020), 12 series, and up.

• iPads: Air (3rd & 4th gen), Pro 12.9-inch (3rd & 4th gen), Pro 11-inch (1st & 2nd gen), 7th & 8th gen, Mini (5th gen), and up.

Android Devices:

• Samsung: Galaxy Fold, S21 5G series, S20 series, Z Flip, Note 20+, and up.

• Google: Pixel 3 series, 3a series, 4 series, 5, and up.

• Others: Motorola Razr 2019, Huawei P40 & P40 Pro, Gemini PDA, and up.

Other Devices:

• Windows 10, Nuu Mobile X5, and up.

Important Notes on Regional Compatibility:

• iPhones: Some models purchased in mainland China, Hong Kong, and Macau may not support eSIM.

• Pixel phones: Compatibility varies based on purchase location and carrier.

• Samsung devices: U.S. models of certain series may not support eSIM.

For detailed compatibility information, please contact our support team.

1. Complete your purchase and fill out the welcome form sent to your email.

2. Wait for your eSIM voucher email containing a QR code.

3. Open the email on a separate device and scan the QR code with your phone's camera.

4. Once you see "activating", contact us at support@lumatel.com to finalize the activation.

5. Your eSIM will be active with a temporary number until your existing number is ported.

6. Within 24-48 business hours, you'll receive a text on your old SIM to authorize the transfer.

7. After responding to the text, your old service will end, and your number will transfer to the new eSIM.

8. If you experience any issues, try restarting your device.

Remember: Your current number must be active for porting, and you'll need to provide your old provider's account number on the form.

Need Help?

Our dedicated support team is here for you! If you need assistance at any point during the eSIM activation process, don't hesitate to reach out to us at support@lumatel.com.

We're committed to ensuring a smooth transition to your new Lumatel eSIM service.

Welcome to the Lumatel community - enjoy the freedom of instant connectivity!

Setting up your Lumatel voicemail is quick and easy:

1. From your phone, dial *98 or press and hold the "1" key.

2. When prompted, enter your temporary password. This is typically the last four digits of your Lumatel phone number.

3. Follow the voice prompts to:

   • Create a new password (4-15 digits)

   • Record your name

   • Choose a greeting (personal or standard)

4. Press # to confirm your choices after each step.

5. Your voicemail is now ready to use!

Remember, you can always change these settings later by accessing your voicemail menu. If you encounter any issues during setup, don't hesitate to contact our Lumatel support team for assistance.

Lumatel offers two convenient options for bill payment:

1. Personal online customer portal:

   • Log in to your account.

   • Choose your payment method and follow the prompts.

2. Directly with our Support team:

   • Call our customer service line.

   • Inform us that you'd like to make a payment.

   • Provide your account information and payment details.

   • We will then process your payment and provide a confirmation.

If your phone is lost or stolen, take these steps immediately:

1. Use a computer or another device to email Lumatel and temporarily suspend suspend service to your missing device.

2. Activate the "Find My Device" feature (for Android) or "Find My iPhone" (for iOS) to locate, lock, or erase your device remotely.

3. Change passwords for all important accounts, especially those linked to your phone.

4. Contact your local police to file a report, providing them with your phone's IMEI number.

5. Notify your bank and credit card companies about the situation.

6. If you have phone insurance, contact your insurance provider to start the claim process.

7. Once you're certain the phone can't be recovered, contact Lumatel customer support to confirm that the your device is lost or stolen and discuss options for a replacement device.

Remember, acting quickly is crucial to protect your personal information and prevent unauthorized use of your account.

If you go dramatically over your monthly data allotment within a billing cycle, as in tripling it, for instance, we’ll suspend your service as soon as our system flags it.

You can reach out to us and we’ll put you on a plan that’s more suitable to your needs. We allow for this once with no extra fees, before strictly monitoring your data usage. This is so you can see how much data you actually need in a cellular plan that works right, just for you.