How do I pay for COSMOTE Neo?
Just by tapping on your phone’s screen, of course! COSMOTE Neo is paid monthly by credit/debit card, which you will need to enter during activation. This is done only once, and then you will be automatically charged every month.
No bill is issued and every month you will receive proof of payment to the email address you have registered during activation.
You can change the card you registered or even cancel the plan through the My COSMOTE App.
How can I transfer my number from another provider to COSMOTE and activate COSMOTE Neo?
Easily, directly from your mobile phone! More precisely, from the “Manage Connections” section in the My COSMOTE App. You need to have your ID card (or any other identification document) handy, good lighting and an appetite for selfies! Enter the mobile number you want, pick the plan of your choice, and enter the shipping information for your new SIM card.
After you receive the SIM card, you can either choose to immediately activate it by scanning the barcode you will find in the envelope through the My COSMOTE App or wait up to 14 days to activate it. If you decide to wait for 14 days, you can cancel your order from the “Orders” section. Once the 14-day period has passed, you will need to go back to the My COSMOTE App, scan the barcode found in the envelope of the SIM card, and enter your debit card details.
How can I track my COSMOTE Neo order?
With just a few steps from the “Orders” section of the My COSMOTE App.
In addition, in case you have requested a new number or transferred your number from another provider to COSMOTE, you will receive an email with a code to track the courier company shipment of the SIM card.
I cannot activate the COSMOTE Neo SIM card.
By following some simple steps in the My COSMOTE App home screen, you can scan the barcode found in the envelope of the SIM card and activate the card. The barcode you must scan starts with 89300…
Alternatively, you can enter the barcode and continue with the procedure. In case activation is not possible, you will see an explanatory message in the My COSMOTE App.
If you do not activate your SIM card promptly, your order might be cancelled, and you will need to order it again.
How much does COSMOTE Neo cost?
The cost of the package depends on the data and airtime combination you choose based on your needs. You can see the available options and their cost here.
If, by the following month your needs have changed, you can select a different option in the My COSMOTE App “Management” section.
Am I likely to be charged more than my fixed COSMOTE Neo fee?
Your credit card is charged every month depending on the fixed fee for the combination you have selected. Once you have used up 80% and 100% of the available airtime minutes or data, you will be notified via SMS. If your available balance is used up, you can buy extra data, airtime, and SMS packages, if you wish, by charging your card.
Don’t forget that you can change your plan through the My COSMOTE App “Management” section at any time!
Can COSMOTE Neo be used abroad?
The airtime, SMS messages and MBs provided by COSMOTE Neo can be used free of charge in the EU, Iceland, Liechtenstein, and Norway.
Countries where free roaming is allowed include: Austria, Belgium, Bulgaria, France, French Guiana, Germany, Gibraltar, Guadeloupe, Denmark, Estonia, United Kingdom, Ireland, Iceland, Spain, Italy, Croatia, Cyprus, La Réunion, Latvia, Lithuania, Liechtenstein, Luxembourg, Malta, Martinique, Norway, Netherlands, Hungary, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Czech Republic, and Finland.
What documents do I need to activate COSMOTE Neo?
To be able to create your COSMOTE Neo plan, you must provide an identification document (ID card or passport). During the activation process, you must be in a well-lit room to upload a photo of yourself, as well as a liveness video, which will be exclusively used for the ID verification procedure. In case an issue occurs (e.g., the document you uploaded is blurry), you will see a relevant message on your My COSMOTE App screen, which will guide you accordingly.
What happens if there is a problem with my debit card on COSMOTE Neo payment day?
Don’t worry. Within the next 5 days, we will try to complete the payment. Until then, you can use up your available balance from the previous month. When your monthly charge is successfully completed, your plan will be renewed. The payment date will not change, so you don’t have to remember any new dates. You can always change your debit card from the My COSMOTE App “Credit cards” section.
If the issue is not resolved within 5 days, you will lose your balance and your next renewal. You can reactivate COSMOTE Neo from the My COSMOTE App “Management” section.
What happens if I delete my COSMOTE Neo debit card?
If you delete the card you use for your COSMOTE Neo monthly payments in the My COSMOTE App, your benefits will not be renewed on the predetermined date and any balances will no longer be available from that date onwards.
Don't forget that you can change your COSMOTE Neo debit card from the My COSMOTE App "Credit cards" section. You can also reactivate COSMOTE Neo from the "Management" section at any time.
How can I reactivate COSMOTE Neo?
If you choose to cancel COSMOTE Neo or if the automatic monthly payment is not successfully completed, you can reactivate COSMOTE Neo from the “Management” section in the My COSMOTE App.
Caution! The reactivation option is available for 13 months after your last successful payment. After that time, the connection is permanently terminated, and you will lose your connection number.
