We’re sorry to hear that. The best way to sort this out is to speak to one of our support agents.
We’re not sure why pins aren’t sent straight away. After a few attempts, if you still do not receive one, speak to a Melon support agent.
You’ll be able to activate your Melon SIM on the app. Follow the instructions and in a short while you’ll be one of us, a Melon.
This is a very important step in the process. Failure either means you haven’t supplied the correct information, or it’s something on our side in the application process. Contacting a Melon support agent is the best way to sort this out.
Sometimes those pesky gremlins mess with our systems. We assure you that the plan you choose is the plan you will get. Have a friendly chat with one of our agents.
This could take up to 24 hours, so please check again a little later. If your details are still not updated, chat to us.
This could be MTN, Melon SIM issue, or even a problem with your device. Try restarting your device and checking your APN settings on your phone. If you are still having problems, chat with us.
Every now and then we do experience network issues. This could be for multiple reasons, but we’ll do everything we can with our partner MTN to get you back up as soon as possible.
Your plan should kick in as soon as your SIM card is activated. Try closing your Melon App or restarting your phone. You can also check to make sure your phone’s APN settings are correct. If it’s still not showing after you’ve done all of that, chat to us and we’ll sort it out.
Top-ups could take a few minutes to update, but you can rest assured it has been captured on our side. If you still don’t see it after a few minutes, please chat with us.
Melon is a digital MVNO (mobile virtual network operator). We run off the MTN infrastructure and network which means we do everything they can, we just don’t have the buildings and towers. We’re virtual, truly digital, and we like it that way.
We like to think we’re different from everyone else. Firstly, we’re fully digital so everything happens on our App or Website. Secondly, we have really looked at the things you don’t enjoy about mobile, like 24-month contracts, no control over your plan, frustrating call centres and so much more. We then built our offering to break those.
That’s the easy part. Simply download our App, sign in, Build Your Plan, choose a plan, or even get a Free Trial. You can also order your Melon SIM to be delivered (we’re working on other ways to get your SIM to you), activate it, and then you’re officially a Melon. Welcome.
Yes, every customer gets to try Melon for 14 days, on an Unlimited 5GB plan, for free. If you run out of Data during the trial period, you will have to top up. When the trial ends you will automatically be placed on a paid Unlimited 5GB plan.
That’s the easy part. You can simply sign up on our website, choose a physical SIM which we will deliver to you, or you can download an eSIM and use that. You’ll automatically receive your free trial and then activate your SIM, Self-RICA and manage your account on the Melon Mobile App.
Sometimes this does happen but don’t worry, we’re here to help. You can restart your phone (typical IT response) and you’ll need to check your APN settings. They’re different for Apple and Android, find out how to set them up. If you’re still having problems, chat with one of our smart Melons.
Sometimes this does happen but don’t worry, we’re here to help. You can restart your phone (typical IT response) and you’ll need to check your APN settings. They’re different for Apple and Android, find out how to set them. If you’re still having problems, chat to one of our smart Melons.
We’re working on other ways for you to pay for Melon, but for now you’ll need a debit or credit card.
You can change your plan any time you want. Build a new plan or choose one by simply logging into the App. Your new plan will activate on your next monthly payment date. This means you won’t lose any of the Data, Voice or Text purchases you have already made.
That’s also easy to find. When you login you’ll find your plan details on your home page.
Yes, it’s called Melon Family Plans. You can add up to 7 SIMs onto your account and then manage their monthly Data, Calls & Texts amounts from that account.
The home page on the App will show your balances, but you can also find other information under “Your Account”, where you’ll get a history of purchases, plans and more.
We’ll let you know before this happens, so you won’t ever run out. But if it does happen, you can simply top up your account to help get you through the month.
If you haven’t used your Melon SIM card for three months, it will be cancelled. You’ll have to get a new SIM to get your Melon going again.
Firstly, your account is safe on Melon. If you can’t find your phone, or it’s been taken, it’s best to cancel your SIM as soon as you can. Use our online chat self-help to do this. We’ll also send you a new SIM so you can get back to life as quickly as possible.
We hope it never comes down to this. But at least you don’t have to wait 24 months to do it. Your subscription plan is monthly, so if you feel like leaving us, boohoo, you can just pause your plan. You can also chat to us on the App to pause your plan.
Log in, visit “Your Account” and the full history of your spending will be there for you to see.
Yes, and No. To download the App, you might need to use a bit of data (or you could connect to a Wi-Fi spot, just not one of those dodgy ones in a seedy part of town). Once you’ve downloaded the App it’s free to use and won’t cost you a cent.
We wouldn’t want it any other way. You can keep your old number by simply porting it over to Melon. Or you can choose a new number from us and get rid of those pesky telemarketers who never stop calling.
Every person will get a free 5GB Unlimited Cals and Text Plan for 14 days. When the trial ends, you will automatically be placed on a paid 5GB Unlimited Calls and Text Plan . You can adjust your plan your plan or cancel it when the free trial ends.
That’s the beauty of Melon. There are no contracts and no set way of doing things. You can choose your own plan based on your usage. You can also change your plan monthly. If you need more data, take more data. Fewer minutes, we’re fine with that. Simple as that.
You’re not the first person to ask us that. So, we got some super smart people to create plans around your needs. If you are a chatterbox, there’s a plan for you. A gamer, we've got you covered. In fact, we’ve got plans for everyone and you can find them under “Melon Plans”.
Every person will get a free 5GB Unlimited Calls and Text Plan for 14 days. When the trial ends, you will automatically be placed on a paid 5GB Unlimited Calls and Text Plan . You can adjust your plan your plan or cancel it when the free trial ends.
We’ll need to get a credit or debit card linked to your account. Any transactions you make on the App including recurring monthly plans or top-ups will be securely charged to that credit card.
You can, but your new plan will only take effect at the end of your billing period. If you need anything during that period, you can top your plan up to get you through.
No. You only get one chance at a free trial.
We’ve done extensive testing on this, and we love a melon mojito. Made with fresh watermelon and mint, light rum, lime juice, and a splash of fizzy club soda, it’s perfect on a warm summer’s day, a family braai, or when you’re just chilling by the pool.
No, you can change your Unlimited plan at any time or choose to build a new month-to-month plan. You can also cancel after your trial ends (but we don’t like that idea at all).
No. But you can choose to “update your plan” and when your trial is over it will automatically move you onto your new month-to-month plan.
We know one thing for sure, DO NOT try it at a restaurant. We learned that the hard way.
Yes, you can refer as many friends as you have (even frenemies). And you’ll get a tech voucher every time.
Yes, we do have a few. You can view them by scrolling to the bottom of this page.
No, you can change your Unlimited plan at anytime or choose to build a new month-to-month plan. You can also cancel after your trial ends (but we don’t like that idea at all).
Our SIMs are made for smartphones and feature phones and will fit most of the latest devices.
You’ll give us the delivery address and we’ll send you a SIM in 1-3 business days. (If your phone is compatible, you can download an eSIM immediately).
You’re close, but not there. You will still need to do a Self-RICA, port your old number (if you want to) and activate your shiny new SIM on the Melon App.
This happens sometimes. But mostly it can be fixed by chatting to a Melon agent from the App, or you can use the self-help section on our website. If the card is damaged or cannot be used, we will replace it.
Our self help platform is here to get you out of trouble and into freedom.
Chat to one of our online assistants who will do their best to help you.
