Following are answers to the most frequently asked questions. Choose your service of interest from the below list to view its related FAQs.
How can I activate the BlackBerry Internet Service?
If you hold a prepaid line: Send an SMS to 1188 including the text "BBS" for BlackBerry Social offer, "BBC" for BlackBerry Complete offer and “BIS” or “BIS1”* for BlackBerry Internet Service offers.*BIS1 available only on magic. If you hold a postpaid line: Call Customer Care on 111 or visit any of our Service Centers. Please make sure before you activate the service that the handset is original (not imported/not branded).
How can I activate CLIR?
If you hold a prepaid line: Send an SMS to 1188, including “CL”. If you hold a postpaid line: Call Customer Care on 111 or visit any of our Service Centers.
I tried to activate this service during my 5 days grace period, but I received no answer?
You can not subscribe to the CLIR service during your grace period however you will keep benefiting from the service if you have already subscribed.
I tried to activate this service during my grace period/WARN but I received no answer?
If you hold a prepaid line: You cannot subscribe to the CLIR service during your grace period, however if the service is already active, it will be automatically renewed during the grace period, if there is enough credit. If you hold a postpaid line: You cannot subscribe to the CLIR service during the WARN status. You should settle your dues in order to be able to add any service.
How can I transfer credits?
You need to send a message to 1199, including the number to transfer credit to, followed by the letter T and the amount of whole dollars between $1 and $10. Each transaction will cost you $0.4 + the applicable SMS rate depending on peak/offpeak hours. Example: 03xxxxxxT5 for a $5 transfer or 70xxxxxxT5 or 71xxxxxxT5 etc. for a $5 transfer.
Why can’t I transfer credit successfully?
Please make sure that: The message center number saved on your mobile phone is: 009613996060. Both magic lines are not in their grace period. The magic line transferring credit should have a minimum remaining balance of $2 after the transfer is done.
When I send credit, I receive the following message, “Invalid message”. What’s wrong?
When sending credit, write the mobile number, followed by the letter “T” and the amount to be transferred in dollars. Example when sending $5: 70xxxxxxt5 or 03xxxxxxT5
How can I transfer credits?
You need to send a message to 1155, including the prepaid number to transfer credit to only and $3 will be transferred at a cost of $0.25 per transaction with a limit of 8 transactions per billing cycle.
When sending credit to a mag!c line, I receive the following message; “Max Limit Reached”. What’s wrong?
Postpaid lines can only send $3 per message and only 10 times per month.
I am sending $3 to party B and party B seems not to receive the credit, why?
Please make sure that party B is not in the grace period.
What is 4.5G?
It is the fastest mobile broadband connection in Lebanon, with a speed up to 260 Mbps.
Where can I add the 4.5G service?
You can activate the High Speed Internet service 4.5G on your existing touch line or by issuing a separate Data Only SIM card (whether holding a touch line or not).
What are the needed settings?
Make sure your device is LTE/4G enabled, by switching the network mode under network settings to 2G/3G/4G or GSM/WCDMA/LTE (auto). Also make sure that the Access Point Name (APN) is 'touch'. For detailed instructions, visit the "Devices" section.
Are my unused MBs carried over to the next month?
There's no accumulation of MBs with the 4.5G service from one month to another.
How do I know if I am on 4.5G network?
If you're connected to touch 4.5G network, the phone screen will display 4G or LTE next to the network bar.
Does video call consume from my MBs?
Not at all, you're only charged for the video call minute rate.
Can I make an international Video Call?
Yes, if the other operator supports this feature.
How much does a Data-Only SIM card cost?
The cost of a Data-Only SIM card is $5 excluding VAT for postpaid customers and $19 excluding VAT for prepaid customers (including $19 worth of credit).
Do I lose any remaining credits on my Data-Only SIM card?
Not at all, credits will accumulate every time you recharge.
Which recharge vouchers can be used to top up my prepaid Data-Only SIM card?
You can use any recharge voucher to top up your Data-Only SIM card, whether it's magic, Start, Smart or Super.
How can I recharge my prepaid Data Only SIM card?
You can recharge your prepaid Data Only SIM card using any of the following methods:1- USSD Recharge: *200*14 digits#.2- Web Pin Recharge.3- Third Party USSD Recharge.4- e-Recharge (using magic vouchers).5- Post to Pre Recharge (using magic vouchers).
How can I manage my data consumption?
1.Disable automatic syncs and updates: change your mobile phone settings to allow manual update download or select the option to automatically update only when in the range of Wi-Fi network. 2.Identify high consuming applications by checking your mobile phone data usage counter. 3.Set data usage limit on the phone if available. 4.Disable widgets and restrict background data on your mobile phone. 5.Monitor your usage: keep an eye on your current balance through the touch app and, in case of overconsumption, subscribe to a larger data bundle to supplement your monthly data usage.
I activated MC SMS and “Call Divert” is active on my phone but I am still not receiving the MC SMS notification. What’s wrong?
The service will be activated within a maximum period of 24 hours. If you are still not receiving the notifications, please call our customer care center on 111 for further assistance.
I activated MC SMS, but I am still not receiving MC SMS notifications when my phone is off or without coverage. What’s wrong?
Dial **62*03800164# & press OK, messages will be received when your phone is reachable again (turned on with coverage).
I tried to activate the service during my grace period but I received no answer?
You can not subscribe to the MC SMS during your grace period however you will keep benefiting from the service if you have already subscribed.
I tried to activate the service during my grace period/WARN but I received no answer?
If you hold a prepaid line: You cannot subscribe to the MC SMS service during your grace period, however if the service is already active it will be automatically renewed during the grace period, if there is enough credit. If you hold a postpaid line: You cannot subscribe to the MC SMS service during the WARN status. You should settle your dues in order to be able to add any service.
I tried to subscribe to the service while already having it active on my line, the service validity did not get extended, why?
The service validity cannot be accumulated. Once the MC SMS is active on your line, it will be automatically renewed every 30 days, if there is enough credit, otherwise the service will be deactivated.
How can I switch profiles?
Send an SMS including “Start”, “Smart”, “Super” or “magic” to 1144.
How can I know what my plan’s profile is?
Send an SMS including "prof" or "profile" to 1144.
I forgot my PUK code, what should I do?
If you have forgotten your PUK code, please call 111 from a touch line or 03800111 from any phone and our customer care will be more than happy to assist you.To save time please have the following information ready before calling one of our agents.
1. Prepaid line: last recharge, credits remaining and expiry date
2. Postpaid line: account number or contract number
Can I activate the SMS roaming service on my prepaid line?
Yes, it is active on all prepaid lines by default. Just make sure that the message center number on your mobile is set to 009613996060. The cost of sending an SMS depends on the country you are in.
How can I activate a song?
To activate a song, dial 1001, purchase a tone and "Samme3ni" will be automatically activated on your line.
How can I transfer my prepaid line to a postpaid line?
Line transfer is easy & free of charge. You only need to pass by one of our service centers/certified outlets/points of presence with the below documents for the transfer to take place, in addition to answering questions authenticating the details of the line holder:\n \n1-An ID (personal ID or passport)\n2-Cash deposit or a Bank Direct Debit\n3-SIM card
What should I expect on my first bill?
Here’s what your first bill would generally include:1- One month in advance monthly subscription fee and services (if any). 2- Prorated charges for a partial month if you have activated your line or any services in the middle of a billing cycle. 3- Usage charges incurred during the same billing cycle (i.e. calls, SMS, additional data charges, etc.).
Why is my bill higher than normal?
You may have:1- Exceeded your monthly allowance of minutes, texts or data. 2- Upgraded, changed or added a new bundle or plan and prorated charges were incurred.3- Transferred credits or recharged a prepaid line from your line.
How can I check my invoice and/or current monthly usage?
1- You may call 114 ($0.40/call) or send an SMS including “Bill” to 114($0.20/SMS).2- You can log in to touch website (go to my touch) or mobile app (go to my balance).3- Visit any touch store. Important to note that if you regularly go over the bundled allowance, you can change/upgrade your plan anytime online (via the mobile app or website).
How can I request a detailed bill?
You can visit any touch store (service centers or PoPs) in person to request a monthly detailed bill, free of charge, and have it delivered to your email account. Requirements:1- ID, passport or a recent civil extract and 2- An email address.
How can I check my previous bills?
You can view the past 3 months of bills on touch mobile app and/or website. After 3 months, you may visit any touch store (service centers or PoPs) in person with your ID, passport or a recent civil extract and request a statement.
Dial 111 anytime (24/7) or fill in our feedback form