All about the SIM card

Take a look through all FAQs about your Ortel Mobile SIM card here.

How can I order a new SIM card?

Your SIM card is defective, you can’t find it any more, or it was stolen? 
 

TIP: If it has been stolen, please ensure your SIM card is blocked. You can have your SIM card blocked by phone by calling our service hotline or online via MeinOrtel. 

How to order a new free SIM card: 

By phone from the Ortel Mobile service hotline: From a landline and all mobile phone networks: 0177-177 -1138 (the cost of a mobile phone call to the Telefónica Deutschland network as quoted by the respective provider applies). Service hours: Monday to Friday from 8.00 am to 8.00 pm, Saturday and Sunday from 9.00 am to 6.00 pm. For authentication, please have either your Hotline PIN or your PUK 1 ready. 

By email to: info@ortelmobile.de 

By form to: Ortel Mobile GmbH, E-Plus-Str. 1, D-40472 Düsseldorf 

or online via your personal MeinOrtel customer section

 
You’ll receive your new SIM card in the post. You still have to have it activated on our service hotline. You can also activate your new SIM card yourself via the toll-free hotline +49 176 / 88 85 66 92 or via MeinOrtel. From this moment on, the old SIM card becomes invalid. 

Note: The new SIM card is a triple SIM, which means it contains three SIM formats in one: a normal SIM card, a micro SIM and a nano SIM. It can be reduced to the card format you need by simply breaking them out.

What happens to my phone number and my credit when I change my SIM card?

When you swap your SIM card, your phone number, your credit and any options you may have booked remain the same.

PIN, PUK1 and Hotline PIN

PIN

You’ll find the 4-digit PIN code on the SIM card holder. Using this code number protects your smartphone from unauthorised access to your data stored on the phone (e.g. if you lose your phone). You can change or deactivate your PIN in your smartphone’s settings (not recommended). Please contact the device manufacturer in question.

PUK1

If you enter the incorrect PIN three times, the SIM card will be blocked for security reasons and can only be unblocked again by entering the PUK1 code. Then follow the instructions on the phone display to set a new PIN. Make a note of the new PIN. 

If you enter the incorrect PUK code ten times, the SIM card is blocked. This block cannot be lifted. In this case, you must carry out a card replacement by contacting our service hotline. For authentication you need your Hotline PIN. 

If you’ve lost your PUK1, you can also find it here: 

  • On the SIM card holder
  • In your personal MeinOrtel customer section under SIM card data. 
  • You can request the code from us. Send us the „Auftrag an Ortel Mobile“ form for this purpose.

Hotline PIN (bzw. persönliche Kundenkennzahl PKK)

You’ll need the four-digit Hotline PIN (old: PKK) for authentication at the service hotline. The protection of your personal data is of the highest priority for us. This is why it is necessary to provide your Hotline PIN for most enquiries to our service hotline. 

You set the four-digit Hotline PIN when you signed the contract. If you no longer remember it, you can set a new four-digit code. To do this, please send us the „Änderung der Hotline PIN" form.

I would like to order an eSIM.

If If you want to order an eSIM as an exchange SIM, you can do so via our Hotline at: 0177/1771138*. We are available from Monday to Friday from 8 am to 8 pm and at weekends from 9 am to 6 pm.

Please have your PKK or PUK1 ready for verification. 
Once your order is successfully placed, you will receive a confirmation via email or SMS. 

You will receive a QR code for eSIM activation by post. 
Afterwards, simply download the QR code. Alternatively, you can activate your eSIM via the hotline or via MeinOrtel

Please note: 
Ensure that your mobile phone supports eSIM. General information on eSIM is available here
eSIM orders cannot be placed by another user.

You don’t have an Ortel SIM card yet?

Then order it quickly, put credit on it, and book the right option for you!

Security
  • Secure payment
  • SSL encryption
  • Full cost control

Ortel Mobile is a company of the E-Plus Group.

Your advantages at Ortel Mobile

SIM card without contract

With a prepaid SIM card from Ortel you can use your mobile phone to make and receive calls and surf abroad flexibly and cheaply - and with no long-term contractual obligation. In addition, you benefit from various advantages of cheaper prepaid rates and a variety of different options. We have the right rate for everyone.

Pay in advance

Prepaid means paying in advance. You purchase a SIM card, which you top up with credit. Then you can book a suitable option from our large selection on your card. Calls and SMS will only be blocked once you have depleted your credit. However, you will still be reachable.

No long-term contract

You do not have to sign a long-term contract. To phone with Ortel, all you need is a mobile phone without a SIM lock. You can order your SIM card online for free or with your starting credit.

Change options flexibly

You can change your Ortel tariff flexibly every month. With Ortel you always are in full control over your mobile phone and telephone expenses.

No additional fees

Since there is no basic tariff yet, there are no additional costs with an Ortel prepaid card. There is no unpleasant surprise when checking the telephone bill.

Flat rate tariffs for smartphone users

Ortel also offers flexible tariffs for smartphone users. Internet flat rates for mobile surfing can be booked as an option - monthly and hassle-free. The good thing is that you can cancel these rates on a monthly basis. If you expect high Internet consumption in the next month or know that you will be travelling a lot, we offer you a one-off booking option.

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