CUSTOMER SERVICE
FAQ
The 5G standard (fifth-generation mobile technology)
A coverage map including 5G is available at: https://www.plus.pl/mapa-zasiegu-mvno
Where can I buy a new SIM card?
Order a card on Allegro.
Do I have to register my SIM card?
Yes. Under current law, a new SIM card does not work until it has been registered and activated.
You can register at Plus and Cyfrowy Polsat stores. Remember to bring an identity document – an ID card, passport or residence card.
I have lost or damaged my SIM card. Can I get a new card with the same number?
Yes. Contact our customer service to arrange the replacement of your SIM card.
My SIM card is not working. What happened?
Are you sure the card has been registered? An unregistered card does not work.
Have you topped up your account within the last year? Your account validity may have expired.
Does the card connect to the network? If your phone does not detect the card, contact customer service – we will probably need to replace the SIM card.
I cannot use the internet. Do I need any settings?
After inserting an active card into your phone, you should receive an automatic configuration message. Save the settings it contains.
If the automatic message with the settings has not arrived, send a free SMS with the text INTERNET to 8090.
If that does not help either, you can always enter the settings manually. In your phone settings, find “Mobile networks” or “New access point (New APN)” and enter the details for the Klucz Mobile network:
- Name: internet
- Access point: www.klucz.net
- Server, Port, Username, Password: (leave these fields empty)
- MCC: 260
- MNC: 01
- Authentication type: PAP
- APN type: default
- IP protocol type: IPv4
On iOS phones (iPhone), enter www.klucz.net or internet in the “Access point” field.
How do I order an internet package?
Turn off data transmission on your phone. Enter the package activation code. You will find all packages and activation codes on the home page.
Do I always have to order an internet package? Does the internet not work without one?
You can use data without an active package. It is then charged at the standard rate — you will find the rates in the price list. If you want cheap internet, activate an internet package.
How do I check my package status?
Enter the code *121# or *136# and press the green handset on your phone.
I cannot send or receive MMS messages. Do I need any settings?
After inserting an active card into your phone, you should receive an automatic configuration message. Save the settings it contains.
If the automatic message with the settings has not arrived, send a free SMS with the text MMS to 8090.
If that does not help either, you can enter the settings manually. In your phone settings, find “Mobile networks” or “New access point (New APN)” and enter the following:
- Name: mms
- Access point: mms.klucz.net
- Username, Password: (leave these fields empty)
- MMSC: https://mms.plusgsm.pl:8002
- MMS proxy: 212.2.96.16
- MMS port: 8080
- MCC: 260
- MNC: 01
- Authentication type: PAP
- APN type: mms
- IP protocol type: IPv4
How do I check my account balance and validity?
With the code *100#. Your account is valid for 365 days from the day of the last top-up.
How do I top up my account?
You can top up your account:
- With a Plus network top-up code (doładowanie Plus, telekod) — sold in every shop and at petrol stations all over Poland
- At a payment terminal (select a PLUS network top-up!)
You will receive a 16-digit top-up code. Enter *123*top-up_code# (e.g. *123*1234567898765432#) and press the green handset. Wait for a confirmation SMS.
You can also top up your account:
- at an ATM
- in your bank’s app (select PLUS / Plus na kartę)
- at doladuj.plus.pl
Can I top up another Klucz Mobile subscriber’s account?
Yes, if you have a top-up code. Enter *123*top-up_code*48subscriber_phone_number# (e.g. *123*1234567898765432*48727899999#) on your phone and press the green handset. Wait for a confirmation SMS.
How much do I need to top up to extend my account validity by a year?
Top up your account with any amount. Every top-up extends your account validity by a year — even PLN 5.
How do I make international calls?
Just enter the phone number with the country code. For example, if you are calling France, enter 0033 or +33 before the actual number. If you are calling Ukraine: 00380(number) or +380(number).
How much do calls and data cost in roaming?
You will find the price list and the table of roaming zones under Customer service → Price list.
When in EU countries, you can make calls and use the internet at domestic rates (as set out in the price list). You can also activate one of the internet packages – check the Atlantic packages in the “internet packages in the EU” tab on the home page.
I want to port my number to Klucz Mobile. How do I do it?
Fill in the electronic form available on our website in the “PORT YOUR NUMBER” tab. A courier will deliver the new SIM card and documents to the address you provide.
Sign the documents and hand them to the courier. Number porting starts within one working day of us receiving the signed documents. The courier service is free of charge for you.
Remember: the details in the request must match the details your number is registered under with your current operator!
Sending an SMS with the text SPRAWDZAM
By sending a free SMS with the text “SPRAWDZAM” to 80909, you can check whether your SIM card and device support 4G/LTE. You will receive a reply with information about the technology your card and phone are using.
Sending this SMS constitutes one-off consent to the processing of data by Klucz Telekomunikacja Sp. z o.o., solely to verify whether the phone and SIM card support 4G/LTE.