Frequently asked

  1. How can I access Internet on my phone?

    If you have an iPhone with iOS 9, download and install the alów data access profile at http://www.alow.es/alow.mobileconfigiOS9andabove.php while connected to a WiFi network. 

    If you have an iPhone with iOS 8 or below, download and install the alów data access profile at http://www.alow.es/alow.mobileconfigiOS8orbelow while connected to a WiFi network. 

    If you have an Android or Windows phone, manually crete a New APN (Access Point Name) on your handset's (mobile) network settings with the Name: alów and APN: inet.es (leave username and password blank).  Save your changes and make sure it is the selected APN before restarting your phone.

  2. How to set the APN ?

    If you have an iPhone with iOS 9, download and install the alów data access profile at http://www.alow.es/alow.mobileconfigiOS9andabove.php while connected to a WiFi network. 

    If you have an iPhone with iOS 8 or below, download and install the alów data access profile at http://www.alow.es/alow.mobileconfigiOS8orbelow while connected to a WiFi network. 

    If you have an Android or Windows phone, manually crete a New APN (Access Point Name) on your handset's (mobile) network settings with the Name: alów and APN: inet.es (leave username and password blank).  Save your changes and make sure it is the selected APN before restarting your phone.

  3. In which mobile phones can I use my alów SIM card?

    You can use your alów SIM in any unlocked, GSM phone.

  4. Can I use alów outside of Spain?

    Yes, your alów SIM card and number will work in Spain, and in hundreds of countries around the world.  However, when you use alów outside of Spain, you will be roaming, and roaming rates apply.

  5. My mobile is SIM locked

    If when you introduce your alów SIM card in your mobile and it does not allow you to make calls saying "wrong SIM card”, or "invalid SIM", your phone might be SIM locked.

    Contact your current service provider and ask them to give you the code to unlock your mobile.

  6. Which countries are included in the CallnText, All-in or UnMILited minutes allowances?

    The 250 or 1000 minutes/sms allowances in CallnText, All-in or UnMILited include calls to landlines and mobile numbers in the following countries:

    Austria, Argentina, Bangladesh, Belgium, Brazil, Bulgaria, Cambodia, Canada, China, Colombia, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guam, Hong Kong, Hungary, Iceland, India, Ireland, Israel, Italy, Japan, Republic of Korea, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Mongolia, New Zealand, Norway, Poland, Portugal, Puerto Rico, Romania, Singapore, Slovakia, Slovenia, South Africa, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Kingdom, USA, Venezuela, US. Virgin Islands

  7. I have not called for a long period of time and it is not working now

    if you do not top up your card for 90 days we will lock your SIM card. Then you have 30 days to top up or you will lose your phone number along with any credit you may have in your account.

  8. How can I know my credit? How can I top up?

    If you want to know your credit in your card dial *123# and press the call button.


    You may top up and increase your credit anytime you want to. You may do it on-line with this link, at your closest “locutorio” or at any phone shop

  9. Does my SIM card expire?

    The SIM card is a microchip inside the phone that established connection to the network. If you want more information about expiring dates please read our terms and conditions.

  10. Do calling rates change based on whether I call in the mornings, afternoons or evenings?

    No, rates are the same 24/7.

  11. How much does it cost to access voicemail?

    Voicemail is free of charge.  You must first activate it dialing 1222 from your alów phone while in Spain.

  12. What about coverage?

    Even though we do not have our own network we can offer the maximun national coverage as well as worldwide since we use Orange's network, which reaches 99,2% of the Spanish territory.

  13. What is a SIM card?

    A subscriber identity module or subscriber identification module (SIM) is an integrated circuit that securely stores the International Mobile Subscriber Identity (IMSI) and the related key used to identify and authenticate subscribers on mobile telephony devices (such as mobile phones and computers).

    SIM cards are available in five standard sizes: full-size, mini-SIM, micro-SIM, nano-SIM and embedded SIM.

  14. What is the ICCID?

    The ICCID is a 15 to 19 digit number printed on your SIM card.  It is the SIM card's unique serial number, and as such it might be required by our customer care staff if you have a technical problem.

  15. What is the PIN? and PUK?

    PIN (Personal Identity Number) is a 4-8 digit access code which can be used to secure your telephone from use.


    PUK (Personal Unblocking Key) is used to unlock the PIN code if your SIM card is blocked.

    Keep your card in a safe place. Your PIN number may change over time but your PUK number does not change and you may need it in the future.

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