FAQ

The pre-paid services keeps you in touch continuously without having to worry about plans and bills, you simply pay as you go. Just top up and you're on your way to enjoying bemobile services and promotions.

Different rates apply for different time bands (Peak & Off Peak Hours). For more information on prepaid rates click here.

What is a Credit Transfer?

A credit transfer is when a subscriber transfers phone credits to another subscriber within the same network.

1. How to use Credit Transfer?

2. Type *128*12345(Pin Number)*amount (Kina)*Mobile Number# and;

3. Press Send

A confirmation SMS will appear on screen.

“You have successfully recharged (amount). Your balance is (amount) & valid until (validity/expiry date)”.

Applicable Charge

A  2 toea fee is applicable for this service. Note that the sender and recipient are both charged 2 toea each for the credit transfer service.

Transferring Credit from prepaid to Postpaid and vice versa

• One can only transfer phone credits from a prepaid subscriber to another prepaid subscriber on the same network.
• Phone credits cannot be transferred from a prepaid subscriber to a postpaid subscriber or vice versa. However, if attempted the following messages will be received if one tries to transfer from prepaid to postpaid or vice versa.

Message - Transferring phone credits from Prepaid to Postpaid

“Sorry you have used the wrong format, use *128*12345*value*mobile# then

press send, or check your account balance on *120#”.

Message - Transferring phone credits from Postpaid to Prepaid

“Sorry your operation failed, please dial call center”

Are there any limitations to the Credit Transfer service?

Yes, there are limitations to a credit transfer;

• A minimum balance of K1.02 plus must be in the account to allow to transfer credits.

• A minimum amount of K1.00 can be transferred each time.

• A maximum amount of K100.00 can be transferred in a single transfer

• A maximum amount of K200.00 can be transferred in a day

• A maximum amount of K300.00 can be transferred in a month

• A subscriber can transfer up to ten times per day. The value must not exceed K200.00. If a subscriber tries to transfer more than 10 times, the transfer will fail and will take up to 30 days for system to clear out and allow subscriber to transfer again.

• A subscriber is allowed 30 transfers within a month. If the subscriber exceeds this limit, the transfer will fail and take up to 30 days for system to clear out before the subscriber can use the transfer service again.

Default PIN number

This is the set PIN number to transfer phone credits. The default pin number to transfer credits is 12345.

Can one change the default PIN number to their desired PIN number?

Yes, the default PIN can be changed to a desired number so long as it is a number they are sure they will not forget.

How does one change the default PIN number?

To change default pin to ones own desired pin number, press *124*OLD PIN*NEW PIN#

What if one forgets the PIN number after changing from default?

If you forget your pin number after changing it from default,  call the bemobile Customer Care team on 1555 for assistance with resetting.

What is Call Forwarding?

Call Forward transfers calls from your mobile phone to a number you choose, be it your home phone, answering service or another phone. It has different settings according to whether your phone is engaged or unattended. bemobile’s call divert service and all applicable short codes can be use by both Prepaid and Postpaid subscribers.

Why call forward?

So you can never miss an important home or business call.

How can I access this service.

Call forwarding is a feature within Voicemail. To activate a call diversion, your voicemail must already be activated. For more information on voicemail activation, please call bemobile customer care on 1555.

How do I activate my call forward?

To set up a call diversion:

• Press 1261 which is the short code allocated for call diverts.

• To activate , follow these steps on the handset call setting option

Call settings > Call forwarding/Call divert (depending on the handset manual setting option)

• The following selection of call divert options will appear

  1. Divert all calls (all calls divert into voicemail box without any rings)

  2. Divert calls if busy (calls diverted when sub is busy, phone is in-used)

  3. Divert calls when not answered (call divert when call rings out, miss call. Option to set duration time also)

  4. Divert calls if unreachable (call divert when out of coverage area, network coverage is off)

• Select “Divert calls when not answered”

• A prompt will then give the following options to select from

(1) Divert to voicemail

 (2) Divert to other numbers

• Select “Divert to other number”

• Enter the number you wish to forward call to

• Then enter 1261

Do I register to use the service?

There is no need to register. All you need to do is activate the service on your handset by following the steps on how to activate.

How much does it cost?

Normal tariff rates will apply. A charge of 79t for the first minute and 1t thereafter. The same rate applies to both peak and off-peak hours.

Can I forward my calls to more than one number  at any one time?

No, you can only forward calls to only one number at a time.

What other call forwarding options are available?

The following options are also available and can be activated using the same instruction outlined under “How to activate call forwarding”.

1. Divert all calls (all calls divert into voicemail box without any rings)

2. Divert calls if busy (calls diverted when person is busy or the phone is in use)

3. Divert calls if unreachable (call is diverted when out of coverage area or the network coverage is off)

4. How can I get further assistance on setting up my call forwarding if not activated after 1^st attempt?

Simply call the bemobile customer care team on 1555 for further assistance.

What is SMS Banking?

SMS banking is a technology-enabled service offering from banks to their customers, allowing them to operate selected banking services over their mobile phones using SMS messaging. These include services such as Balance Check and Funds Transfer.

How can I be eligible to use SMS banking service?

1. Be a BSP account holder.

2. Register with the SMS Banking service – Application forms are available from all BSP branches

 Can I use my bemobile phone to use this service?

Yes, currently bemobile offers this service with Bank South Pacific (BSP) only.

What kind of banking services are available with BSP SMS banking via bemobile?

bemobile offers 2 kinds of services with BSP SMS banking:

1. Balance Check – Checking your BSP Account balance.

2. Funds transfer -  Transferring money in between norminated BSP accounts.

How do I use my bemobile phone to  check my BSP bank account balance via SMS banking?

You can check any account you have as long as you have registered with BSP SMS Banking.

For example, if you have a BSP Kundu Card account, you can check your current balance and available balance by SMS using your bemobile phone.

Here’s how…

• On your phone Menu, click on bemobile Services

• A prompt will pop up showing English or Pidgin. Select your preferred language setting. Eg; select English

• Next prompt will show two options- bemobile Service and SMS Banking. Select SMS Banking

• Key the word “Bal” followed by the account number that you want to query

• To obtain the balance of the first account the customer can simply text “Bal” or send a blank SMS

• Send the message to 16277

• SMS Banking will respond with your current account balance and available balance

How do I use my bemobile phone to perform a Money Transfer with BSP SMS banking?

This service allows you to transfer money to your other BSP accounts or other nominated BSP accounts. Note that all these accounts must be the nominated accounts you had registered with SMS Banking upon initial application.

For example: Jack has a BSP Kundu Saver account and BSP Cheque account. Upon applying for the service, Jack discloses both his account numbers, his mum and his dad’s account numbers. This service will allow Jack then to transfer money from his Kundu Saver to his Cheque account and if he wants to send money to his parents, he can also just transfer the funds just by SMS to either his mum or his dads account. 

Here’s how…

• On your phone Menu, click on bemobile Services

• A prompt will pop up showing English or Pidgin. Select your preferred language setting. Eg; select English

• Next prompt will show an option of bemobile Service and SMS Banking. Select SMS Banking

• BSP Bank will appear as your only option

• Next prompt will show Query and Money Transfer. Select Money Transfer

• A pop up box asking for your SMS Tag will appear. The SMS tag should be the one stated on your initial SMS bank application.

Example:  MUM for your mothers BSP account number, DAD for your fathers BSP account number.

• Type in Pay, allow space then type the SMS tag, followed by space and then type in amount

Example: Pay MUM 30

• Send message to 16277

• SMS Banking responds with a confirmation code eg; P001041

• Customer is to reply with this code to confirm transfer request

• Send message to 16277

• SMS Banking responds with a transaction number eg; P103556

How much is charged to use these services?

 bemobile offers these services at no cost.

What is voicemail?

In its simplest form it is an answering machine.  Basically, the voicemail system store incoming voice messages in personalized mailboxes of a user’s phone number. People may try to call while your phone is off, out of coverage, busy or unanswered. With voicemail you can still receive these calls in your Voicemail box and retrieve them later. bemobile’s voicemail service and all applicable short codes can be use by both Prepaid and Postpaid subscribers.

How long can a message be stored for?

Messages can be stored for a maximum of 7 days after they are read or 21 days if they are unread, after which deletion of messages will take place.

How many voice messages can be stored?

One can store a maximum of 7 minutes worth of voice messages.

How long does it take to leave a voice message?

Callers are given a maximum of 90 seconds to deposit a voicemail message.

How do I set up my voicemail

1. Dial 1260, press SEND and follow the voice prompts to create your greeting and/or change your pin code. The default pin code is 1234.

2. Enter the Voicemail diversion number (1262) in your phone as per the user manual guide provided with your mobile phone.

3. Select the types of Voicemail diversion as per the user guide provided with your mobile phone.

Examples;

• Divert all voice calls

• Divert to voicemail when busy

• Divert to voicemail when not answered, etc

Once set, you will be advised via a text message every time a voicemail is left in your inbox.                                                

Important features of voicemail and how they function.

There are 3 main features of Voicemail and each has a set short code. These short codes can be used by both prepaid and postpaid customers.

How do I retrieve a message?

1. Dial 1260 and press SEND

2. You will hear a voice prompt “You have a new voice message”

3. You can then  access your message(s)

*This service can be used by both prepaid and postpaid customers.

How do I deposit or forward a message?

1. When a call is made and the other person does not answer, your call is automatically deposited or forwarded to 1261 and prompts the voicemail box to answer.

2. A voice prompt will answer, saying, “You have reached the voicemail box service of ……you can leave a message after the tone”…

3.  You can then leave a message or end your call.

*This service can be used by both prepaid and postpaid customers.

Can I retrieve my messages using someone else's phone?

Yes you can. For example, if you want to check your messages using someone else’s phone;

• Enter 1262 and press SEND

• Enter the mailbox phone number (your number) and press *

• Confirm phone number (your number)

• Enter pin code (your pin code)

• You can then  access your message(s)

*This service can be used by both prepaid and postpaid customers.

What charges are incurred for the voicemail service?

1. Voicemail charges apply  for retrieval of messages, modifying a greeting or changing password. You will be advised via a text message when a voicemail has been left in your inbox

2.  Voicemail also charges for depositing/forwarding of messages.

3. Normal rates apply for peak and off-peak times.

4. All charges are GST inclusive.

How can I get further assistance on setting up my voicemail if not activated after 1^st attempt?

Simply call the bemobile customer care team on 1555 for further assistance.

What is Balance Check?

A subscriber does a balance check when he or she wants to check how much phone credits he or she has on their mobile phone.

Are there any limitations to this service?

There is no limitations to this service. One can check his or her balance as many times as they want in a day. 

What do I pay for the use of this service?

There is no fee applicable for the Balance Check service.

How do I perform a Balance Check

Simply dial short code

•  *120#

• Press send

An SMS confirming your balance will appear.

“Your account balance is (amount). Your account will expire after (expiry date)”.

Note the code (*120#) for checking balance is only applicable to prepaid customers and not postpaid. However if attempted by postpaid customers, the following SMS will be received;

“Sorry your operation failed, please dial call centre”.

Is this service available to both Prepaid and Postpaid subscribers?

No, the service is only available to Prepaid subscribers.

How can I perform a balance as a Postpaid customer?

Balance check can not be performed by a Postpaid customer. Postpaid bills are generated and sent directly to customers at month end. However,  to find out the current status of your postpaid account at anytime, call the postpaid team  at customer care on 1555 or email: postpaid@bemobile.com.pg

Is there any other information I can access via the Balance Check service?

Yes, you will note immediately after your balance message, additional information on any promotions  bemobile is running, whether it be special rates or new products etc.

For further information on the Balance Check Service please contact our customer Care team on 1555 or email customer care@bemobile.com.pg

What is a Top Up?

Top up is when a subscriber recharges their phone credits by purchasing a bemobile TopKad, purchasing credits via bemobile’s  Electronic Voucher Distribution System (EVDS) or via an ATM machine.

Methods of top up

bemobile offers 3 ways of top up:

• bemobile Topkad– card which comes sealed in a plastic (K3, K5, K20, K50 and K100)

• bemobile EVDS- a system whereby upon payment, credits are transferred to your phone electronically. This can be done from a bemobile mobile phone to your phone, from a bemobile EVD desktop phone to your mobile phone or from a Payecom POS terminal to your phone  

• ATM Top up – using a bank card to purchase phone credits at an ATM (available with ANZ and BSP)

How to top up using the Topkad

1. Purchase any available bemobile topkad (K3, K5, K10,K20, K50 or K100).

2. Scratch the silver panel on back to reveal voucher number.

3. Press *121*voucher number # and send

A confirmation SMS will appear on screen.

“You have successfully recharged (amount). Your balance is (amount) & valid until (validity/expiry date)”.

If in error. An SMS from will be sent from 120 (Customer Service) saying;

 “The card you entered is expired”.

How to Top-up using EVDS Service (Direct Top-up & Payecom)

• Direct Top -up – This service can be done from a mobile phone to your mobile phone or a desktop phone to your mobile phone. Any amount from K1.00 can be purchased. Values purchased must be in round Kina amounts only. Example:  K1, K2, K3, K4 etc.

• Purchase of your preferred top –up amount.

•  inform the vendor of the phone number that you want the top up to be sent to.

• The purchased top-up amount is  then sent electronically from the vendors phone to the mobile number given.

A confirmation SMS will appear on your mobile phone screen.

“You have successfully recharged (amount). Your balance is (amount) & valid until (validity/expiry date)”.

A second SMS giving you the transactions ID# and phone number of EVD will be sent from 122 confirming your recharged amount.

• Payecom– Electronic top-up service using POS terminal that generates top-up vouchers.

1. Purchase a preferred top –up amount.  

2. A top-up voucher or receipt containing the voucher number, amount, expiry date etc is generated for the customer to top-up.

3. Customer tops up by entering *121*Voucher number, press # and send.

 Amounts that can be purchase from a Payecom terminal are similar to the Topkad – K3, K5, K10, K20, K50, K100.

How to Top-up via an ATM (Service available with ANZ and BSP)

How to Top up at ANZ

• Insert bank card

• Select ‘Mobile Top Up’

• Select ‘bemobile’

• Select amount for top up  - K5, K10, K20, K50 or K100

• Collect receipt containing voucher number

• Top up mobile phone-  Press *121*voucher number # and send

How to Top up at BSP

• Please insert bank card

• Select your preferred language either English or Pidgin. For this case English is selected

• Enter your PIN number and ‘Press if Correct’.

• Select transaction for Phone top-ups and Press the Button

• Select a Top-up provider as Telikom

• Select bemobile top-up

• Select a bemobile top-up amount e.g. K5 top-up

• Select the account to withdraw from (Cheque, Savings or Archiever)

• Screen display “Your transaction is being processed”

• After transaction completed, a screen displayed “ if you would like to perform another transaction” . Press if NO to ignore to perform another transaction.

• Finally, a screen is displayed to take your card. “Thank you for banking with Bank South Pacific. Please take your card”.

How do I confirm my phone credit top up?

Simply, Press *120# and send

An SMS confirming your balance will appear.

“Your account balance is (amount). Your account will expire after (expiry date)”.

How long are the bemobile TopKads valid for?

Each Topkad has a validity period . The validity period starts from the date of recharge.

What is Roaming?

Roaming is the ability for wireless customers to automatically make and receive voice calls, send and receive data, or access other services when travelling outside the geographical coverage area of their own home network, by using a visited network.

How is the roaming service made possible with another network in a foreign country?

An International Roaming Agreement (IRA) is signed between bemobile and a network in a foreign country to enable customers of both networks to use the inbound and outbound roaming services offered.

What is Outbound roaming?

This is when a bemobile customer uses a foreign mobile operator’s network to make & receive calls, send & receive text and data or access other services.

• For example; Mr Momo, who is a bemobile postpaid subscriber is visiting Australia for 2 weeks.  Mr Momo can use the Telstra network to make & receive calls, send & receive text and data or access other services.

What is Inbound roaming?

This is when a foreign network customer uses the bemobile network to make & receive calls, send & receive text and data or access other services.

• For example: Mr Smith, an Australian businessman is in PNG for several business meetings. He can use the bemobile network make & receive calls, send & receive text and data or access other services.

Who can Roam?

This service is only available to bemobile postpaid subscribers who have roaming subscription.

How can a customer subscribe to Roaming?

1. Call into any of the bemobile flagships
2. Fill out the required postpaid registration forms
3. Pay the specified fee for the preferred postpaid plan which must include a refundable K250 deposit for the roaming service.
4. Your preferred postpaid plan will then be activated allowing you to use bemobile’s roaming service.

Is there a deposit fee requirement for the roaming service?

A refundable deposit fee of K250 is applicable upon subscription. Minimal roaming charges apply as per roaming service usage.

Is it available to both Prepaid and Postpaid Customers?

The roaming service is only available to bemobile Postpaid Customers.

How long does it take to activate the roaming service?

It takes 24 working days to configure and do testing. To add new subscriber to existing account, it takes only 24 hours. 

Do I have to sign a contract to subscribe for the service and is there a minimum term   

No, you don’t need to sign a contract and there is no minimum term. All you need to do is fill out a bemobile Postpaid Application Form, for your account to be activated. You are at liberty to unsubscribe at anytime without any penalty.

What are the Roaming rates for voice calls, data and SMS?

The following are inbound roaming rates for calls, data and SMS. These are the rates charged when a customer uses the bemobile network to make & receive calls, send & receive text and data or access other services. All rates are charged in USD$.

Outbound roaming rates are dependent on individual operator rates, which bemobile then adds a mark-up on and applies to the customers billing.

What is the difference with making international calls/SMS and using the roaming service?

Roaming is when you use another operators network to make & receive calls, send & receive SMS and access data or other services.  International calls/SMS are calls or SMS to a network in another country using the bemobile network.

Do I get a separate bill for roaming or will the charges be included on the monthly Postpaid bill?

No, the roaming service charges are not billed separately. Charges for your Roaming usage are included as a separate section in your monthly postpaid bill.  

How do I apply for Roaming?

Contact the bemobile Corporate Sales team to complete a Postpaid application form on ph: 3259400, 3259401 or call bemobile Customer Care on 3251500 email: postpaid@bemobile.com.pg