First Steps
You can buy a SIM card from Spice Mobile here: In kiosks and internet cafés, O2 shops, airport and railway station shops, petrol stations (e.g. Esso) or in supermarkets such as Real and Rewe.
ACTIVATION & IDENTIFICATION
Find a Spice dealer of your choice.
All you need is a valid and acceptable form of ID.
German and foreign identity cards and passports are accepted. You can also use temporary identity cards and passports. Diplomatic passports, residence titles, visas, residence permits, EU Blue Card; proof of arrival according to § 63a Abs. 1 AsylG and certificates of suspension of deportation (fictitious certificate) are also accepted.
The SIM card will be registered in your name, the dealer will send us a scan of your ID card. Then your SIM card will be activated and you can start using it.
If you bought the SIM card directly from us or in a shop, you can have it activated online at www.spicemobile.de.
Under “Activate”, simply enter your new phone number and SIM number as well as your personal data.
Everything else will be explained to you in detail.
Activation via video chat, PC or mobile phone is the quickest way.
You can also prove your identity at a post office.
If you have any questions about activation, please contact your Spice team on 0176 888-777-00.*
To protect against misuse, an identity check must be carried out before activating a prepaid SIM card. Have a valid and acceptable form of identification ready.
We will keep you informed about the status of your SIM card activation and send you the contract. To do this, we need your email address.
Holographic security features, minimum personal details and a photograph must be included. Not all identity documents fulfil these conditions. The following applies to the identification procedure:
Identification via video chat:
German identity cards, passports and residence permits are permitted. Provisional identity cards and passports are also okay. ID cards and passports from a variety of other countries are also permitted.
Identification by Post-Ident at a post office or post office of your choice:
German identity cards and passports are accepted at Deutsche Post AG offices. Provisional identity cards and passports are also acceptable. ID cards and passports from a number of other countries can also be used. You can find more information on permitted identity documents of different countries here.
Identification at the dealer (varies depending on the dealer):
German and foreign identity cards and passports are accepted. Provisional identity cards and passports are okay. Diplomatic passports, residence titles, visas, residence permits, EU Blue Card; proof of arrival according to § 63a para. 1 AsylG and certificates of suspension of deportation (fiction certificate) can be used.
The single entry of the data without proof is not enough for legal reasons. Personal identification is required before the prepaid SIM card can be activated. Bank cards or membership cards are not accepted.
You can choose the easiest option:
- Online via video chat
- In person by Post-Ident at a post office location
- In person at a specialist retailer
The requirements for activating the prepaid SIM card with video chat:
- The person who registered the SIM card must use the video chat themselves. This is to prevent any misuse of the data.
- The identity card must be shown.
- A computer with webcam and microphone or a smartphone tablet with camera must be available.
- The video chat can be carried out in an internet browser. The browser must support Web RTC, such as Chrome, Firefox and Opera.
- With a smartphone or tablet, you can download the app “Identity” (not “Identity autoID”) from the Google Playstore or Apple App Store. You can also use your mobile browser (Android: Chrome, iOS: Safari).
- The internet connection must be fast and stable.
- Your face and the area around you must be clearly visible.
You can reach the video chat every day around the clock.
Possible solutions in case of problems:
- The internet connection must be stable and fast enough.
- Your camera and microphone must be in order.
- The environment and your face must be well lit.
- If the video chat is not available, please try again later. You can also activate your account using the POSTIDENT procedure or at a specialist dealer.
You can start again at https:/sim-karte-aktivierung.spicemobile.de/de.
After entering your customer data, you must also enter your date of birth.
It is only possible for the person to be registered with the SIM card to prove his or her identity at a post office.
For the POSTIDENT procedure, you will receive a POSTIDENT COUPON from us to download and print out. We will also send it to your e-mail address.
With a valid and acceptable ID and the POSTIDENT COUPON, you can go to a post office to have your identity checked.
You can start again easily at https://sim-karte-aktivierung.spicemobile.de.
After entering your customer data, please enter your date of birth.
You can print out your coupon again.
Find a Spice dealer of your choice.
All you need is a valid and acceptable form of ID.
German and foreign identity cards and passports are accepted. You can also use temporary identity cards and passports. Diplomatic passports, residence titles, visas, residence permits, EU Blue Card; proof of arrival according to § 63a Abs. 1 AsylG and certificates of suspension of deportation (fictitious certificate) are also accepted.
The SIM card will be registered in your name, the dealer will send us a scan of your ID card. Then your SIM card will be activated and you can start using it.
Once the verification of the ID data has been successfully completed, you can use the prepaid SIM card.
We will send you a confirmation e-mail with all the information.
The Spice Mobile SIM card is usually activated within a few minutes, only in exceptional cases does it take up to 24 hours. Then insert the Spice Mobile SIM card into your mobile phone, enter the PIN code and you’re done. The PIN code is on the SIM card holder.
No network connection? Simply switch your mobile phone off and on again.
Problems with the activation? We will inform you by e-mail.
For help activating your Spice Mobile SIM card, call our multilingual customer hotline on 0176 888-777-00.*
If you need help activating your Spice Mobile SIM card, you can contact our multilingual customer hotline on 0176 888-777-00.*
The PIN code is a 4-digit secret code. Your mobile phone is protected against unauthorised use. There are two PIN codes on the SIM card holder: PIN 1 and PIN 2.
PIN 1: To start your mobile phone. It protects against illegal use.
PIN 2: For changing special services.
The PUK code is for unblocking. Your SIM card is automatically blocked if you enter your PIN code incorrectly three times. You can then use the PUK code to reactivate the SIM card.
There are two PUK codes on the back of the SIM card, PUK 1 and PUK 2.
Have you forgotten your PIN and need your PUK1 code to unblock your card? The PUK1 code is written on the holder of your SIM card. You want to use the PUK1 code for legitimation and can’t find it?
You can get the PUK1 code from us:
To do this, please send us the Prepaid Order form. Please fill in the form completely and remember to legitimise it.
You will receive the code from us within a few days. It is quicker to send it by e-mail, please tick if you would like to receive it by e-mail. During our opening hours you will receive the e-mail within a few hours.
Have you forgotten your personal customer code consisting of four digits that you specified when you activated your SIM card?
Simply send us the Prepaid Order form. Please fill in the form completely and remember to legitimise yourself.
To call from German network, dial 0176 888-777-00 (the call is charged at the rate specified by your service provider for mobile calls to the Telefónica Deutschland network).
PERSONAL CUSTOMER AREA OF SPICE MOBILE
Register with “My Spice” or for the Spice app:
For example, you can track your current balance, top up your credit, book, manage and cancel options, check the remaining inclusive units of your booked option, track individual connection records, check personal data and much more.
You can register as a Spice Mobile customer in your online customer area “MySpice”. If you register via the website mein.spicemobile.de, a code will be sent to you by SMS. You must enter the temporary SMS code and then set a new “MySpice” password.
Using the Spice app is very simple:
You will receive an SMS with a code that is automatically used for registration.
You can see your personal data in the app after logging in with your “MySpice” password.
You can find everything about the Spice Mobile app here.
Forgotten your password? Then please go to www.spicemobile.de and call up “MySpice”. You can reset your password with your Spice phone number. You will receive your new password by e-mail or SMS.
You can change your address, e-mail address and “MySpice” password under MySpice My Data. Your first and last name cannot be changed in the personal customer area of Spice-Mobile.
CREDIT & CREDIT RECHARGE & VALIDITY
Once the SIM card has been activated, it is active for three months. You have to recharge at least five euros, then it is activated for six months, up to a maximum of one year. After this period, it must be recharged. If you do not recharge the SIM card, it will be deactivated. Please always pay attention to our SMS. We will keep you informed of any changes to the status of your SIM card.
You can use the recharge card from Spice Mobile, E-Plus or O2. You can buy them in many kiosks, call shops, supermarkets, specialist shops, petrol stations, drugstores and O2 shops. You can get credit of €15, €20 or €30 online via “PayPal Digital Vouchers”.
The recharge code can be redeemed as follows: in the Spice Mobile Android or iOS app, enter online via “MySpice”, enter via the mobile phone keyboard:
You can check your current credit balance in the following ways:
in the Spice Mobile Android or iOS app and in your personal customer area MySpice.
Call the account manager 1155 free of charge with your own mobile phone and press 1.
By USSD code: enter *101#call key via the mobile phone keypad.
The current credit balance is shown on your mobile phone display.
If your SIM card is deactivated, the remaining credit is of course not lost. You can have the remaining credit paid out to you after deactivation or porting of the SIM card. Please send us the completed “Credit payment” form to: Telefónica Germany GmbH & Co. OHG Customer Service Ortel Mobile 90345 Nuremberg or by fax 021117 14 82 99. The payment claim will be checked by us, please be patient.
BOOKING & MANAGING OPTIONS
A voice or data volume package – individually adapted to your needs. An option is always valid for 28 days. If you have enough credit on your SIM card, the option is automatically renewed. You will receive confirmation of your booking by SMS. If you have not booked an option, we will charge you according to the standard price list. You can find it at www.spricemobile.de.
First, please make sure that you have sufficient credit on your SIM card.
You book options:
- with the easy-to-use Spice app (available in the Apple or Playstore)…
- or at www.spricemobile.de: Log in to “My Spice”.
- dial 1155 with your Spice Mobile SIM card. This is your free account manager. Follow the instructions.
- by SMS: send free START Options booking keyword to 55300.
- call your personal customer service agent on 0176 888-777-00.*. Please have your personal customer code or PUK1 ready for verification.
You have booked an option with a data volume and received an SMS from us that your data volume will soon be used up? Of course you need a new data volume now. There are two options:
- book a “new high-speed volume”: Please check: Has your included volume actually been used up? You need to know that this process resets the data counter.
- your data volume will not be enough? We recommend you to book “MehrInternet”. This will be added to your current volume.
No matter what you decide: You can add new Highspeed Internet and “Mehr Internet” as often as you like, but they are only valid as long as the main option is running.
For the next month, please check whether the data quota is enough or whether you want to switch to a larger option.
Please note: When your internet volume is used up, you will continue to surf at the standard tariff. So be sure to switch off the “mobile data” in your mobile phone so that no additional charges are added. If you have successfully booked an option, you will always receive an SMS from us.
MOBILE NETWORKS
Spice Mobile is at home in the strong networks of the operator Telefónica Deutschland (O2 network and the former E-Plus network). The network is constantly being expanded. You can check the network coverage map to see whether there is sufficient network coverage in your area: https://www.o2online.de/service/netzabdeckung/
From 1 cent per minute, you can already make calls to over 220 countries including Germany with Spice Mobile.
You can find the country list with all prices here.
Spice Mobile offers great options with included minutes in Germany and many other countries. Get more information here.
Please switch your phone off and on again. Is it connecting to the network?
If not, go to https://www.o2online.de/service/netzabdeckung/ and see if you can find a radio station at your location. Do you find any current interference? If not, insert the SIM card into another mobile phone. If you now have signal, the problem is with your hardware. If the problem still exists, it’s the SIM card.
You can get a free replacement SIM card from Customer Service. You will need your four-digit customer code or PUK1 to place the order.
When you are near a national border, it can happen that your mobile phone dials into the foreign network even though you are in Germany. This is due to the fact that “automatic network dialling” is activated in the settings of most mobile phones. To avoid unnecessary roaming costs, you can select “manual network selection” in the settings of your mobile phone. Your mobile phone will then only log on to the selected network. You will find information on this topic in the operating instructions.
If the data exchange (download and upload) between the BrowserApp and a server is measured, there may be an influence by various factors (e.g. setting of the end user equipment as well as other processes running in parallel). In addition to the type of connection (e.g. LAN), you should check that other factors cannot influence the measurement result. Such an influence of the measurement result by the measurement system used is basically unavoidable. The design of the broadband measurement test tries to exclude as many factors as possible from the outset. However, it is possible that the data transfer rate between your browser or app and the measurement server is lower than the data transfer rate agreed with your provider.
Several factors have an influence on the test result. These are mainly: the contracted maximum bandwidth of your mobile internet access (e.g. tariff-related limitation of the data transfer rate in download and upload or throttling after exceeding an included monthly volume). The number of active users who share the same mobile phone cell and the same network segment with you, the end device with which you are testing, the mobile phone technology used (GPRS, UMTS, LTE), the mobile phone network coverage and coverage quality at your location, whether you are inside or outside a building during the mobile phone measurement, how fast you are moving (e.g. on the motorway or in the train). You can also use the app to take a measurement via WLAN. In this case, the measurement is not carried out via a mobile phone connection, but via a stationary connection.
Several factors may have an influence on the test result. These are primarily: the contracted maximum bandwidth of your stationary Internet access (e.g. tariff-related limitation of the data transfer rate in download and upload or throttling after exceeding an included monthly volume), the number of active users who share the same network segment with you, the end device with which you are testing, the simultaneous use of the same Internet access by other users or programmes (e.g. e-mail, updates, VPN), the quality of your modem router, the performance of the measurement via WLAN, the quality of your modem router the performance of the measurement via WLAN
Yes, please do not run any other applications (e.g. updates) during the measurement (approx. 40 seconds) and do not transfer any other data to your broadband connection.
The measurement should be carried out with a LAN cable for stationary end devices and via the mobile network for mobile end devices and not wirelessly via WLAN. Measurements via WLAN are possible, but can change the result. If WLAN measurements are identified, they are not included in the evaluation.
MOBILE INTERNET
You can use your Spice Mobile mobile internet immediately when the SIM card is activated. An additional activation is not necessary. If mobile data usage does not work with your, please check the device settings.
Important tips: Is mobile data activated? If not, your mobile phone cannot establish a connection. Activate mobile data on Android devices: (the steps may vary depending on the manufacturer) Open the settings of your smartphone, go to “Wireless and networks” or “Connections”. You can now choose between different settings. Tap on “Data usage” Set the check mark or activate the slider for “Mobile data connection”. Activating mobile data on iOS devices: Open the settings of your smartphone. Go to “General”. Select the item “Mobile network”. Under “Mobile data”, activate the “Receive settings via SMS” checkbox. If mobile data is activated and you cannot surf the Internet with your Ortel SIM card, the APN settings may not be correct. Why not have them sent to you? Simply send an SMS with the word “mobile” to the free short code 80215 and you will receive a configuration message. After opening the message, please select “install”. The settings will then be installed automatically. If the APN settings do not install automatically, you can enter the configuration manually: You can set the APN settings on Android devices: (depending on the manufacturer, the steps may vary) Settings -> More… -> Mobile networks -> Access points (APNs) Settings -> Mobile networks -> Access points. Here you can set the APN settings for iOS end devices: Settings -> General -> Network -> Mobile data network Internet settings – manual: connection name WEB GPRS APN: internet.eplus.de user name: eplus password: internet. If you still can’t use any data, your customer service will help you.
49 cent/MB is charged for mobile data use. From a usage of 20 MB per month, it is worth ordering a data option. Data options at Spice Mobile: here. For data usage in non-EU countries, other prices may apply. You can find the exact price list in the current Spice Mobile price list in the download area.
Your Spice Mobile SIM card can also be used abroad.
When making a call, simply enter the international dialling code, e.g. 0049 or +49 for Germany, the network prefix without 0 and the phone number and then append the phone number.
Writing SMS: Foreign networks allow you to send short messages. Receiving an SMS is always free of charge.
Using mobile internet: Mobile internet abroad can be used without registration, activation is not necessary.
Everything about the conditions for using your Spice Mobile SIM card abroad can be found in the current Spice Mobile price list in the download area.
The conditions of your Spice Mobile tariff and the units included in your option remain unchanged when you are abroad in the EU.
EU Roaming Regulation, valid for: EU Member States plus Iceland, Liechtenstein and Norway. The domestic tariff is valid in the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Gibraltar, Guadeloupe, Greece, Hungary, Ireland, Italy, La Réunion, Latvia, Lithuania, Luxembourg, Malta, Martinique, Netherlands, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden and the United Kingdom, as well as Guernsey, Jersey, Iceland, Liechtenstein and Norway.
The EU Roaming Regulation does not apply in Switzerland.
From 1 July 2014, the following applies according to the EU regulation: In the European Union including Norway, Liechtenstein and Iceland. In other EU countries, you can use an alternative (local) roaming provider. Everything you need to know about this topic here.
NUMBER PORTABILITY
Three simple steps and you can switch your mobile number to Spice Mobile:
- Apply for number transfer with Spice Mobile. Please activate your SIM card. Afterwards, please print out the application for number transfer. For the transfer of your number you can find the right application form here. Please complete and sign the application and send it to: Spice Mobile GmbH, co Telefonica GmbH & Co OHG. P.O. Box, 90345 Nuremberg or by fax to: 0331-700 31 30. The customer data of your previous provider and the customer data we have on file must match.
- Your telephone number must be released by your old provider. It is possible to change a fixed-term contract before the end of the contract. Your number must be released for porting by your old provider (= porting declaration). Your contract will be continued with the old provider under the previous conditions. The contract should be terminated in writing in due time. For the porting of your number, your old provider charges a switching fee of a maximum of 6.82 euros. You can change a fixed-term contract at the end of the contract. You terminate the contract with your old provider in due time at the next possible date. Number porting is no problem at the end of the fixed-term contract and up to 90 days after the end of the contract. For the porting of your number, your old provider will charge you a switching fee of a maximum of 6.82 euros. If you have a prepaid SIM card and you want to transfer the number from a prepaid card, you must send a disclaimer to your current provider. You can get a form from them on request or you can find it on their website. In the case of prepaid SIM cards, the switching fee is usually paid via the prepaid credit, exceptionally by bank transfer. You should have sufficient credit on your prepaid account.
- We take care of the rest. You will receive an e-mail and a text message with the exact date of the changeover. If you have any questions, please contact our customer service on 0176 888-777-00* or send an e-mail to: spicemobile@ortelmobile.de
Once you have informed your old provider about the number transfer to Spice Mobile and paid the porting fee to your old provider, it will take around seven to ten working days before you can use your Spice Mobile SIM card with your old number. You can only use your Spice Mobile SIM card once the number porting process has been completed. Here is a guide on how to transfer your number.
- There is a matching form for transferring your number to another provider. Please fill out the form completely and identify yourself with your four-digit personal customer code or your PUK 1. Your porting request (opt-in), which is valid for four weeks, will be deposited by us. Until then, your new provider should request the number from us.
- We will deduct the porting costs from the balance of your SIM card. Please make sure that you have at least 6.82 euros in your account. Cancel your options beforehand so that they are not automatically renewed. You may not have enough credit left to cover the porting fee.
- Inform your new provider that you want to take your phone number with you.
SIM EXCHANGE/NEW SIM CARD
If your SIM card is damaged, you can’t find it or it has been stolen, we have a tip for you: block your SIM card as soon as possible! You can block your SIM card by calling our customer service or online via “MySpice”.
You can order a new free SIM card like this:
- Call Spice Mobile Customer Service. For legitimation, please state either your personal customer code or your PUK 1.
- by e-mail to: spicemobile@ortelmobile.de
- by letter to: Ortel Mobile GmbH, E-Plus-Str. 1, D-40472 Düsseldorf or
- online via the personal customer area “MySpice”.
Your phone number, credit balance and any options you may have booked do not change when you swap SIM cards.
If you only make phone calls or send text messages, you don’t need to do anything else. If you use data in the future, we’ll give you a new 4G-capable SIM card for free. You can order the SIM card online under “MySpice”.
Please register under “MySpice” registration.
Simply click on “SIM” and then “Order replacement card” -> Please check your contact details! The SIM card will be sent to the address saved there.
Mailbox
The voicemail is a digital answering machine that stores messages for you if you do not answer the call. Callers leave you a message on your voicemail when you can’t answer the phone.
Once the SIM card is activated, your mailbox is ready for use. When you set up your mailbox, you can record a personal greeting and set various functions. A standard greeting is preset when the SIM card is activated. You can also record a personal greeting: Dial 9911 and follow the recording instructions for a personal greeting. Set PIN: The first time you call your voicemail, you must set a PIN (four to ten digits) so that no one but you can listen to your messages. You need this PIN if you want to listen to your mailbox from another telephone connection.
Calls are forwarded to your mailbox if you have set it that way. When a message is received in your mailbox, you will receive an SMS. From your own mobile phone, you can easily listen to your mailbox from within the country by dialling 9911. You will be identified with your telephone number and forwarded to your mailbox – you do not need your PIN.
Costs within Germany: Mailbox set-up 9 cents/min plus connection fee of 9 cents per call. From abroad: Please note the national tariffs for calling and listening to the mailbox.
If you want to activate or deactivate your mailbox, dial the free short code 9911 with your mobile phone and follow the voice menu. Select the item “Change configuration” with the 9 key and then “Service selection” with the 6 key to activate or deactivate your mailbox. The instructions in the voice menu will help you.
PRODUCT INFORMATION SHEETS
The product information pages according to § 1 of the Telecommunications Transparency Ordinance (Telekommunikations-Transparenzverordnung) are the same for all customers and contain only general information about the specific product. Special services, offers or discounts that have been agreed individually are not included in the documents. We will send you the prices agreed in the contract separately.
At spicemobile.de/en/product-information/ you can get the documents for the actual advertised products.
With prepaid credit, you can purchase digital content such as apps, games, eBooks, music and videos in the app stores of Apple, Google and others. Practical everyday items such as parking tickets or stamps and much more can also be paid for in this way. From 01.02.2020, all German mobile phone providers must make payment by mobile phone bill or prepaid credit from third-party services even more secure. For services paid via prepaid credit, an additional confirmation step will be necessary before payment. For certain services, this is not necessary if a customer account with authentication, for example by a password, has to be created and confirmed. The companies that are not affected by the new additional confirmation step as “Trusted Partner Login” can be found here.
You can easily block a third-party provider in your customer login. Simply log in to “MySpice”. The third-party services are listed under the menu item “Help&Service”. You can also contact our customer service on 0176 888-777-00.*
Rich Communication Services (RCS)
RCS (Rich Communication Services), a new messaging service, offers the possibility to send messages and media via your data connection instead of as SMS or MMS. RCS messages can be sent via the pre-installed standard messaging app – if there is no internet connection, your messages will be sent as SMS or MMS. There are no additional costs for using it.