Is anything not clear? Here you can find the answers to all your questions.

  • How to activate your Banana SIM card?

    You bought your Banana SIM card in one of our JOIN Experience Centre or on bananasim.com?
    Your BananaSIM card will be activated by our agents.

    You bought your SIM card in a self-service point of sale (gas stations, tobacco shops, supermarket etc)?

    1. Go to bananasim.com/register
    2. Complete the form and add a scanned copy of your identity card
    3. You will receive an email confirmation when your SIM card is activated
    4. You can now communicate with your loved ones and enjoy the Banana SIM services.
  • Why we think you should have your Banana SIM!

    The Banana SIM is a “4G Prepaid All Net Flat”, meaning that

    1. Your card is automatically activated for a 4G connection
    2. There is no price difference whether you call a JOIN or another national number
    3. Like in a Flat tariff plan, the units included can be used, either for connecting to Internet, for calling or sending SMS
    4. You’ve nearly unlimited WhatsApp, Facebook Messenger and Viber usage in Luxembourg
    5. The Banana SIM works in whole Europe
    6. You can use WhatsApp even without credit on your Banana SIM (up to 500 MB in whole Europe)
  • Where can I obtain a Banana SIM?

    Order online at www.bananasim.com or visit one of our Experience Centres in Luxembourg or Belgium. You can also buy our Starter Pack, containing one Banana SIM with 100 minutes or 100 texts or 100 MB, on the website bananasim.com or in one of our JOIN Experience Centres for €15.

  • What does the free Banana SIM include as credit?

    The free Banana SIM is not loaded with any call credit and is valid for 180 days. You can always use WhatsApp to stay in touch, even if you haven’t got any credit left.

  • How can I refill my Banana SIM?

    To refill your Banana SIM, you have the choice between refills ranging from 5€ to 45€. You can recharge your Banana SIM directly from your phone by dialing *121*the refill code# SEND obtained online from e-shop within the www.bananasim.com website or from the voucher purchased from a JOIN Experience Centre, at a Primavera bakery, at the libraries k-kiosk, the cash desks at the supermarkets of Cora, Match & Delhaize and at the petrol stations Aral, Total, Texaco, Esso, Q8 and Shell.

  • How can I verify my remaining credit?

    You can consult your remaining balance by dialling *120# SEND from your mobile.

  • How can I recharge my card if I am currently abroad?

    Through the e-shop (soon available) within bananasim.com or ask someone in Luxembourg to communicate you the refill code of the refill voucher he’s bought (SMS, email or call).

  • How can I recharge the phone of a third person?

    You may communicate the code obtained from your online purchase or top up voucher, to the person of your choice.

  • What are the validity periods for my Banana SIM?

    Good news! As of 15 November 2016 the validity period of your Banana sim card has been extended with 2 months!

    Each Banana SIM refill is valid now for 180 days instead of initially 120 days, divided into two time frames. The first period “In bundle starts from the moment you activate your refill and comes with a host of benefits, such as great tariffs and amazing BONUSES. During the second period of 150 days, the “Out of bundle tariffs” – although still attractive – apply.
    If a refill is added, the period of validity will be extended until this new refill expires.

    If you don’t refill your card once the 180 days of validity have expired, you can still receive calls while in Luxembourg and Belgium, receive texts and use WhatsApp in Europe (max 50 MB) for another 120 days. If you did not recharge in the meantime, at the end of this period you will lose your remaining credit. You can reactivate your card in one of our Joion Experience Centres within the next 30 days, otherwise you will lose your number too.

  • If my Banana SIM has expired, how can I reactivate my number?

    If you have not exceeded the 3 months of inactivity time frame, you may reactivate your Banana SIM  just by topping up. If the time frame of inactivity is longer than 3 months, please visit one JOIN Experience Centre in order for you to find us and reactivate your Banana SIM.

  • Do I have access to 4G data connection with Banana SIM?

    Yes, if you have a 4G compatible smartphone and access to a 4G coverage.

  • Where can I use my Banana SIM?

    You can use your card in whole Europe:
    Andorra, Austria, Belgium, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland (including the Aland Islands), France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Martinique, Monaco, the Netherlands (+ the Antilles), Norway, Poland, Portugal (including Madeira & Acores), Reunion, Romania, Slovakia, Slovenia, Spain (including the Canary islands), Sweden, Switzerland, the United Kingdom.

  • I am currently with another Luxembourg telecom operator. How can I transfer this number to my Banana SIM?

    JOIN supports the portability of mobile numbers for postpaid customers. For Banana SIM, this service will be available around mid of August.

  • I can't access Internet and WhatsApp.

    This is probably due to the fact that you haven’t yet configured your smartphone for accessing Internet. Just log on joinexperience.tweakker.com and follow the instructions to configure your phone for Internet and MMS.

     

  • Summary of the Banana SIM access codes

    *120# SEND = to check the credit left on your Banana SIM

    *121*refill code# SEND = to top up your Banana SIM

    *122# SEND = the menu that shows you all the different Banana SIM access codes

    *123# SEND = to change the langue of the access code messages of your Banana SIM

  • How can I switch to a #SURF flat?

    All SIM cards activated before 30/04/2016 are activated with a #CALL flat.

    If you wish to switch to a #SURF (more Data) flat, send SURF via SMS to 9009. We will processyour request as soon as possible and notify you via SMS after.

    Note : All your remaining #CALL flat bonuses (those by default on your SIM card) will remain valid with your #SURF flat. Your consumptions will be discounted to the rates of the new #SURF flat which is enabled on your card. Top ups done after the change, will be credited to your #SURF flat.

  • Loss or theft your Bananana SIM card?

    We know that losing your mobile or worse, having it stolen, are difficult moments to live with.

    For no one to make calls from your phone and use it fraudulently, block your SIM card in less than 24h by contacting us on joinexperience.com.

FIN DE L'ANONYMAT DES CARTES MOBILES PRÉPAYÉES

Comme annoncé à la suite du Conseil de gouvernement du 18.11.2015 au Luxembourg, JOIN Experience a mis fin à l’anonymat de ses cartes mobiles prépayées (Banana SIM). Ceci concernera dès aujourd’hui tout achat de nouvelles cartes prépayées au Grand-Duché de Luxembourg et également en Belgique, dans nos magasins et sur notre site web de vente en ligne. Lors de l’achat d’une nouvelle carte prépayée, une pièce d’identité sera désormais nécessaire.

>> Lire la suite du communiqué >>

END OF THE ANONYMITY OF MOBILE PREPAID CARDS

As announced after the “Conseil de gouvernement” on 18.11.2015 JOIN Experience has ended the anonymity of its mobile prepaid cards (Banana SIM). This decision is valid with short notice for the acquisition of all new mobile prepaid cards sold in the Grand-Duchy of Luxembourg and also in Belgium, inside all our physical shops and also inside our online shop. An ID card will be needed while acquiring a new mobile prepaid card.

>> Read the full Press Release >>

ENDE DER ANONYMEN MOBILEN PREPAID-KARTEN

Wie angekündigt nach dem Regierungsrat vom 18.11.2015, wird JOIN Experience die Anonymität seiner mobilen Prepaid-Karten (Banana SIM) beenden. Dies gilt kurzfristig für jeden Kauf einer neuen Prepaid-Karte in all seinen Shops (auch online) in Luxemburg und auch in Belgien. Ab sofort ist beim Kauf einer Prepaid Karte, ein Ausweis erforderlich.

>> Lesen Sie die Pressemitteilung >>

ENDE DER ANONYMEN MOBILEN PREPAID-KARTEN

>> Lesen Sie die Pressemitteilung >>

END OF THE ANONYMITY OF MOBILE PREPAID CARDS

>> Read the full Press Release >>

FIN DE L'ANONYMAT DES CARTES MOBILES PRÉPAYÉES

>> Lire la suite du communiqué >>

EINDE AAN DE ANONIMITEIT VAN PREPAID MOBIELE KAARTEN

Zoals aangekondigd na de Raad van de regering te Luxemburg van 18.11.2015, heeft JOIN Experience een einde gesteld aan de anonimiteit van de voorafbetaalde mobiele kaarten (Banana SIM). Deze beslissing treedt vandaag reeds in werking voor alle aankopen in Luxemburg van nieuwe voorafbetaalde kaarten. Dit geldt eveneens voor België, in onze winkels en onze webshop. Bij de aankoop van een nieuwe voorafbetaalde kaart, zal thans een identiteitsdocument nodig zijn.

>> Lees het volledige persbericht >>

EINDE AAN DE ANONIMITEIT VAN PREPAID MOBIELE KAARTEN

>> Lees het volledige persbericht >>

NEW PAYMENT SYSTEM
ON BANANA SIM!

Hi! I've just put in place a new online payment system, with a much better security (3D Secure). So don't worry if your payment interface looks different from what you're used to.

BONUS: I now accept debit card like Maestro and V-Pay (via Visa), in addition to the usual credit cards. Great, isn't it?

NOUVEAU SYSTÈME DE PAIEMENT
SUR BANANA SIM !

Salut ! Je viens de mettre en place un nouveau système de paiement en ligne, plus sécurisé (3D Secure): ne t’inquiète donc pas si l’interface de paiement est légèrement différente de celle que tu connaissais.

BONUS: j’accepte maintenant les cartes de débit Maestro et V-Pay (via Visa) en plus des cartes de crédit habituelles. Génial non ?

NEUES BEZAHLUNGSSYSTEM
BEI BANANA SIM !

Hey ! Ich habe soeben ein neues und sicheres (3D Secure) ONLINE-Bezahlunssystem online gesetzt : wundere dich also nicht wenn die Benutzeroberfäche ein wenig von der abweicht die du gewohnt bist..

BONUS : du kannst jetzt MAESTRO / V-PAY (via VISA) und die andern gewohnten Kreditkarten benutzen . Genial oder?

NIEUW BETAALSYSTEEM
OP BANANA SIM!

Hey! Ik heb zojuist een nieuw systeem voor online betalingen gebouwd, nog veiliger (3D Secure): maak je dus geen zorgen over de licht aangepaste betalingsinterface.

BONUS: Ik aanvaard nu ook Maestro en V-pay kaarten, naast de andere gebruikelijke kredietkaarten. Geweldig niet?

ACTIVE TA BANANA SIM !

Si tu as acheté ta carte SIM dans un point de vente en self-service, tu dois d'abord l'activer.

  1. Rend-toi sur la page d'enregistrement
  2. Complète le formulaire
  3. Tu recevras un email de confirmation quand ta carte SIM est active.
NEED TO ACTIVATE YOUR BANANA SIM?
Click here to access the registration form
IST DIE AKTIVIERUNG DEINER BANANA SIM NOTWENDIG?
Klick hier, um Zugang zum Formular für die Registrierung zu erhalten.

ACTIVATE YOUR BANANA SIM!

If you bought your SIM card in a self-service point of sale, you need to activate it first.

  1. Go to the registration page
  2. Complete the form
  3. You will receive an email confirmation when your SIM card is activated.

AKTIVIERE DEINE BANANA SIM!

Falls du deine SIM-Karte an einer Verkaufsstelle mit Selbstbedienung erworben hast, muss die Karte zuerst aktiviert werden.

  1. Gehe dazu auf die Registrierungsseite
  2. Fülle das Formular vollständig aus
  3. Nach Aktivierung deiner SIM-Karte erhältst du eine Bestätigungs-E-Mail.

ACTIVEER JE BANANA SIM!

Als je je SIM-kaart in een self-service verkooppunt kocht, moet je ze eerst activeren.

  1. Surf naar de registratiepagina
  2. Vul het formulier in
  3. Je ontvang een bevestigingsmail zodra je SIM-kaart actief is.
IMPORTANT NOTICE:

ALL PREPAID CARDS NOW NEED TO BE REGISTERED

Dear Banana SIM user,

From now on, all mobile operators are required by law to register their prepaid users. This is an anti-terrorism measure, designed to prevent the use of anonymous cell phones.

If you've just bought a new Banana SIM card, you will have to register your identity in order to unlock it.

If you already have an active Banana SIM card, please register to avoid having your card blocked, before 01.02.2017 for Luxembourgish numbers (+352), and before 01.06.2017 for Belgian numbers (+32).

To register, you can either:

> Fill in our Online Registration Form

> Visit a JOIN Experience Centres

* For Luxembourg, the date of 01.02.2017 is not yet mandatory but a legislative proposal.

REGISTER YOUR SIM CARD

Dear Banana SIM user,

From now on, all mobile operators are required by law to register their prepaid users.

If you've just bought a new Banana SIM card, you will have to register your identity in order to unlock it.

If you already have an active Banana SIM card, please register to avoid having your card blocked:.

To register, you can either:

> Fill in our Online Registration Form

> Visit a JOIN Experience Centres

ENREGISTREZ VOTRE CARTE SIM

Cher client Banana SIM,

A partir de maintenant, les opérateurs mobiles doivent légalement enregistrer leurs clients pré-payé.

Si vous venez d’acheter une nouvelle carte Banana SIM, confirmez votre identité pour la débloquer.

Si vous avez déjà une carte Banana SIM active, enregistrez-vous, afin d’éviter qu'elle ne soit bloquée.

Pour vous enregistrer, vous pouvez :

> Remplir notre formulaire en ligne

> Vous rendre dans un de nos JOIN Experience Centres

INFORMATION IMPORTANTE :

TOUTES LES CARTES PRÉPAYÉES DOIVENT MAINTENANT ÊTRE ENREGISTRÉES

Cher client Banana SIM,

A partir de maintenant, tous les opérateurs mobiles doivent légalement enregistrer leurs clients pré-payé. Il s’agit d’une mesure anti-terrorisme visant à prévenir l’utilisation anonyme des téléphones mobiles.

Si vous venez d’acheter une nouvelle carte Banana SIM, vous devrez confirmer votre identité pour la débloquer.

Si vous avez déjà une carte Banana SIM active, veuillez vous enregistrer afin d’éviter que votre carte soit bloquée, avant le 01.02.2017 pour les numéros luxembourgeois (+352) et avant le 01.06.2017 pour les numéros belges (+32).

Pour vous enregistrer, vous pouvez soit :

> Remplir notre formulaire en ligne

> Vous rendre dans un de nos JOIN Experience Centres

* Pour le Luxembourg, la date du 01.02.2017 n’est pas encore définitive mais est une proposition de loi.