Customer service: Monday to Saturday from 9:00 to 18:00 hours
Contact number: +55 8947 2900
Customer service email: soporte@mexmovil.com
At the moment you can get your SIM card either with your postpay plan through one of our distributors, or we can send it to you when you request it here.
We have sent you a message with your phone number when you’ve activated your SIM card. Other than that, you can find your mexmovil number in your mexmovil app dashboard
Download your app.
If you've still got the little pack that the SIM came in, check on the credit-card sized bit of plastic that the SIM snapped out from. The PIN and PUK code are printed on the back. You can’t change your PUK code, but you can personalize your PIN code in the settings of your phone.
If your SIM has been lost or possibly even stolen you might want to block the SIM so no one else can use it. Call us on XXX and we will block it straight away. We will also figure out with you, how to get you connected as soon as possible.
After inserting the SIM into your phone, you need to send us a SMS in the following format:
to: 5555
Message text: [Your CURP number] space [Your last name]
Once we successfully verify your identity, you will receive a welcome message with your new phone number. Most SIM activations take a few minutes, but it can take longer.
There are a few reasons that might be causing problems for you. Keep in mind that in some situations the activation can take up to couple of hours. So, if you've already activated, it could just be a bit slow. Check that you’re in the area of our coverage.
The right of users to keep the same telephone number when changing telecommunications service provider.
It’s super easy to bring your number over. You just need a NIP code from your old network.
1. Text “NIP” to 051 from your old SIM (not your Mexmovil one).
2. During the next few minutes, you will receive a message containing 4-digit PIN code. The PIN has a validity period of 15 calendar days to be used.
3. Call our customer service hotline and give your NIP code to our agent. They will help you request the porting of your number to our network.
4. Within 24 hours (if submitted by 16:00 of the day) your number will be transferred to your mexmovil SIM card. You can keep using your mexmovil SIM card during the whole process. Until the portability happens, you can use your new number.
5. During portability your service might be interrupted for approximately 30 minutes. Majority of the portability happens during night. In the morning you will have your usual number in the mexmovil SIM
It’s easy. You just need a NIP code from us. Then, pop that code in when your new network asks for it. Text “NIP” to 051 from your mexmovil SIM to get the code. We’ll be sad to see you go.
Not at all. Just keep in mind that if you’re not using the old number it may expire. This usually takes at least six months. Expired numbers get recycled and you won’t be able to bring the number over.
Mexmovil has a great coverage throughout MEXICO with more than 86,000 locations and more than 75,500 kilometers of road covered. We are mainly connected to the Movistar network with the support of the Telcel and AT&T networks. More than 90% of the urban population and 80% of the total population of Mexico can enjoy our services with all the quality guarantees. Check your local coverage here mexmovil.com/coverage/
With Prepaid, it means you'll always pay/recharge for your plan upfront when you want to use mobile services without any commitments.
The exact number of calls, texts and data as well as expiration date depends on your prepaid plan, and the amount you recharge.
A postpay sin telefono (SIM only deal) offers a package of minutes, texts and mobile data for a fixed recurring monthly cost. You sign up for a contract which can be anything from 4 months up to 12 months. It is much the same as a traditional mobile phone contract, however the difference is, that compared to our competition you really get a fair deal. No small print, period. We are working hard on bringing you the opportunity to buy subsidised phones, which will be available later.
If you ever run out of data throughout your postpaid plan, you can just simply add an add-on package. Just recharge your balance and choose a package that will connect you again. Add-ons are not available for prepay customers, but if you’re on prepay, you can choose any of the prepaid packages if you run out of data allowance.
It’s very simple. You can recharge your balance in your mexmovil app – this will require a payment with a credit or debit card. Alternatively, you can choose one of our 100.000 recharge points (link to our recharge page), where you will need to provide your phone number and pay amount of money equal to your selected package. Once you do that, you can choose your package in your mexmovil app or dial *515# on your keypad, choose recharge and then the package you want.
If you have a credit or a debit card, you can easily recharge your balance in your mexmovil app. Choose recharge in the menu and follow the steps of the process.
You can also call us on *515 free of charge and our agents will help you with your top up.
Alternatively, you can choose one of our many recharge points (link to recharge). There are more than 100,000 recharge points throughout the country, and it's as simple as asking for mexmovil or, if they don't recognize us, ask for a recharge in the name of Movistar. We have and agreement with them that allows us to be able to get near you.
Once you’ve recharged your balance, you can choose one of available packages in your mexmovil app or chose a package via dialing *515# on your keypad and following the instructions in the menu.
It’s very simple. If you are on a postpay plan and you run out of your data before the end of your billing period, we offer add-ons, which are packages of data only. Simply recharge your credit and select your desired package. You can choose your package in your mexmovil app if you are connected or by dialing *515# on your keypad and choosing the package in the menu which doesn’t require access to internet.
If you’re on prepay, simply purchase a new prepay package. After you’ve recharged your balance, you can use the app or our *515# menu to choose your allowance.
You can always see your balance in the dashboard of your mexmovil app. Alternatively if you’re not connected to the internet, you can dial *515# on your keypad and chose “balance” in the menu.
It’s very easy. Login to your mexmovil app anytime you need. It’s updated regularly in real time. If you’re not connected to internet, you can dial *515# on your keypad and choose the option from the menu.
You can buy as many addon data packages as you want anytime throughout your contract. Just recharge your balance via mexmovil app or in any of our charge points and choose your package.
Since we need to run some checks on your credit history, we work with various distribution partners who have capabilities to do that. Contact our call center on 55 8947 2900 to get more information.
The minimum amount you can recharge is 50 MXN and the maximum is 500 MXN.
Balance means amount of money converted into credit
Plan is a type of tariff you are using. It can be prepay, postpay or SIM only.
Package is a bundle of minutes, texts and data prepared to give you what you need without needing to pay extra if you’re not using it so often.
To help you out, we’ve created a little calculator that will help you to understand how much data you need. Just choose from the menu a choice that reflects your usage the best and the calculator will tell you how much data you need.
Don’t forget that you might be using your phone on WIFI, so you might not need to buy the biggest package.
Almost all of our plans contain unlimited voice and message allowance, so you don’t need to worry about that.
Once you activate sim, you will receive user name (it is usually your phone number) and password which you can use to login for the first time. You can change it whenever you want in my mexmovil app.
Unfortunately, we can’t provide itemized statements at the moment.
You have a few options though when it comes to general mobile usage queries:
View your actual usage on you’re your mexmovil app dashboard. This might give you the information you’re looking for.
We know what a difficult time this can be, so if you contact the call cener at 55 8947 2900 they’ll do everything they can to help.
Include both the full name of the account holder and the CURP number (if you know it), the mobile phone number associated with their account and their registered address. Please also provide your own name, address and relationship to them, as well as a photocopy of their death certificate.
You’ll have the option of keeping the account or closing it down.
Yes, yes we do. You can download it from the Google Play.
The Mexmovil app allows you to:
To download the app you’ll need Android 4.1 or above.
You can log in using your Mexmovil number and password which you have received when you activated your SIM card.
Having problems logging into the Mexmovil app? Try these steps:
Download the latest version of the app
Uninstall and reinstall the app
If you’re still having trouble logging in to the app, you can give us a call on *515 or 55 8947 2900
If you are on postpay you need to finish your contract before you can stop using the service. If you are on prepaid tariff, you just stop recharging your balance.
For both, Your SIM and account will automatically deactivate after 90 days of inactivity.
Moving to another network?
You can cancel your Mexmovil account immediately without having to wait 3 months:
Take your Mexmovil number with you - if you want to keep your Mexmovil number, you need to request a NIP at 051 which you give to your new network. They will manage your transfer, after which your mexmovil account cease to exist.
It’s easy, you can call us at *515 or 55 8947 2900
Our agents are here for anything you might need or for anything where your personal data is involved. If you send us a message or an email, they can take up to 24 hours to respond. You can contact us here: mexmovil.com/contact
International calling means calling abroad from Mexico, whilst international roaming means using your phone when you’re abroad, such as calling Mexico or checking you e-mail when you are in the USA.
It’s just like calling a number in Mexico. But with a couple of extra steps. Don’t forget that USA and Canada are included in your minutes allowance, so you don’t need to follow the steps below.
Calling international numbers isn’t included with our packages, so if you want to place an international call, you need to purchase one of our international calling packages. For more info on these, check out www.mexmovil.com/rates.
Pop the international dialling code in your phone and then the phone number you’re trying to call. You can find international calling rates on mexmovil.com/rates
It’s pretty much the same as in Mexico. You can always see your balance in the dashboard of your mexmovil app. Alternatively if you’re not connected to the internet, you can dial *515# on your keypad and choose “balance” in the menu.
It depends where you’re going, but you can find all the rates at mexmovil.com/rates
Not at the moment. But you can recharge your balance with one of our roaming add-ons, which will allow you to use your phone like if you were at home.
Almost everywhere around the world. You’ll need to add some credit and you’re good to go.
It’s pretty easy. To protect unwanted usage, we have disabled roaming for everyone by default. This prevents your phone consuming data if you forgot to turn it off and it helps you to be in control of your money.
If you know you’re travelling abroad, simply recharge your balance and choose one of our roaming options. This will automatically activate your roaming. Depending where your roam from, you are then charged per minute/sms/Mb and it is being deducted from your roaming balance. You can check the rates at mexmovil.com/rates
Almost everywhere around the world. You’ll need to add some credit if you want to travel abroad. Have a look at mexmovil.com/rates for roaming costs in each country.
Have a look at mexmovil.com/rates for roaming costs in each country.
To protect unwanted usage, we have disabled roaming for everyone by default. This prevents your phone consuming data if you forgot to turn it off and it helps you to be in control of your money.
If you know you’re travelling abroad, simply recharge your balance and choose one of our roaming options.
Alternatively, you can also disable roaming directly in your phone. In most phones you find this option in the settings – network.
The main way to save money is not to use data while outside Mexico. It can get expensive quickly.
Turn off roaming data in your phone settings.
Do not choose roaming when choosing packages.
Be careful using data-hungry apps full of images or videos.
Look for WiFi hotspots (always be careful using public WiFi networks though)
Turn off automatic app updates.
Hopefully one of these things can fix it.
Try turning off your data. You can switch flight mode on and off again. Or restart your phone.
You may need to choose another network.
Go to settings.
Then go to mobile data/wireless networks.
Find something like “Network selection”.
Choose the network you want to be on.