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faqs

Q: How much will it cost me to be connected to the airtel network?

A: Connection fee is Le 1,000.


Q: How do I top-up my phone?

A: Scratch the foil to reveal your VALIDATION CODE

  • Dial *136* ; Enter the Validation Code, press # then send/ok; or alternatively you can
  • Dial the recharge number 130
  • Follow the recorded instructions
  • Enter your validation code

Your airtel Pre-paid account will be credited immediately.
Also, you can top-up your phone with our M-voucher service available countrywide.


Q: How do I check my balance credit?

A: Dial *137# to see your balance on your screen. Alternatively, dial 133 or 160 to hear an operator's voice or to receive a voice message which is free.


Q: Where can I buy top-up cards or M-voucher?

A: Top-up cards and M-voucher can be bought from all airtel shops, dealer stores and most retail outlets nationwide.


Q: What is personal identification number (PIN)?

A: A PIN is a secret code that protects your phone from being used. When you activate your PIN, you must enter your code each time you switch on your phone. This means that only you or someone who knows your code can use your phone. To activate it, check in your phone's manual or call Customer Care for details.


Q: My phone says PUK. What does it mean?

A: PUK is an abbreviation for Personal Unblocking Key. Your phone will display this message if a wrong PIN code is entered more than three times. Take your phone to any airtel outlets or dealers they will unblock it for you or call Customer Care for instructions.


Q: When people call me, they can't get through. Instead they are asked to leave a message. What's going on?

A: Voicemail is a service that operates automatically when your phone is not answered, out of reach of the signal or switched off. If your phone is not being answered for one of these reasons, voicemail will automatically ask callers to leave a message. It is also possible that you have set up 'divert to voicemail' on your phone.


Q: Why does my phone give a busy tone when I try to call another number?

A: This is probably because the person you are trying to reach is engaged (already on the phone). But you should also check carefully that you are dialing the number correctly.


Q: Why does my phone say 'SIM rejected'?

A: This means the SIM card is damaged, either because someone has entered a wrong unblocking code or because the phone itself has been damaged. Always handle your SIM card with great care.


Q: I have lost my phone and there is some credit still left in it. Can you refund me?

A: Yes. If you buy a new SIM card we will transfer your credit to the new SIM card.


Q: What advantages does airtel have over other networks?

A: airtel has a higher-quality network with wide geographic coverage and plenty of additional services. We have competitive personal rates and business rates to suit your pocket, and excellent customer care.


Q: Do you repair phones?

A: No. Our business is the provision of airtime. The dealers who sell our products also have technicians who will repair your phone.


Q: When I dial 130 to top-up my credit, I was told it's an invalid number?

A: It might be that you did not enter the correct validation code or you pressed the 'send' button after you enter the code on your top-up card. To top-up your credit correctly, do not press any buttons after you enter the code on your top-up card. Just wait for the automatic message confirming that your account has been credited.


Q: How do I activate my voicemail?

A: Find out more about activating voicemail.


Q: Where does airtel have coverage?

A: Click here to see our coverage map.


Q: Why does my phone give a busy tone when I try to call another number?

A: This is probably because the person you are trying to reach is engaged (already on the phone). But you should also check carefully that you are dialing the number correctly.


Q: I want to see my call history. Can you print it for me?

A: The call history (or call log) is only available to Post-paid customers. If you are a Pre-paid customer, a search warrant must be issued before we supply the call log.


Q: How do I dial an international number?

A: Read our guide to dialing international numbers.


Q: What is roaming?

A: Read our guide to roaming.


Q: In which countries can I roam?

A: See our list of countries where you can roam.


Q: I have a post-paid plan. How do I check my balance?

A: You can't. But our system warns you when you have reached 80% - and then 90% - of your usage limit.


Q: To which countries can I send international SMS text messages?

A: Read the list of countries to which you can send SMS text messages.