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FAQs and Customer Service

Find answers to the most frequently asked questions here. If you still can't find what you want, contact us directly

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Your questions answered

About Lebara Play

  • What is Lebara Play?

    Watch all the TV shows and movies you love with our new entertainment service – Lebara Play. Get the latest blockbuster movies, hit TV channels and thousands of shows, all available to enjoy in one place.

  • Watch Lebara Play

    Stream the shows and movies you love from your mobile, tablet, laptop or via a set top box.

    Android (Coming soon!)

    Download Lebara Play for free from the Google Play store. 

    We support most Android phones and tablets, running Android operating system 4.0 (Ice Cream Sandwich) and later. 

    Apple iOS (Coming soon!)

    Download Lebara Play for free from the iTunes App Store.

    • iPhone: 4, 4S & 5, 5S, 6, 6+
    • iPad: 2, 3rd Gen, 4th Gen, iPad Mini
    • iPod touch: 5th Generation or later

    All iOS devices are supported with iOS 7 or later.

    PC or Mac

    Go to play.lebara.com. Sign in, register, or skip and go straight to watch the free content.

    • Windows XP, Windows Vista, Windows 7, Windows 8
    • Windows 8 app for PC’s and Tablets (only responsive website)

    Mac OSX 10.6 (Snow Leopard) or later

    Desktop Browsers - Chrome 36+, IE 9+, Firefox 32+, Safari 6+ & Opera 12+  - on Win XP +, Mac OSX, Linux OS

    Set top box (Coming soon to a retailer near you!)

    Set up your Play set top box > get started > get connected > plug in > power up and start watching!

  • Device management

    How many devices can I have?

    You can register three devices to your Lebara Play account, and watch content on two at the same time.  You can swap/change one device a month.

    Add device

    Add the device you want to watch Lebara Play on, and it’ll be registered automatically.

    Remove device

    • Go to Settings > Device management >My devices
    • Click on the device you want to remove
    • Click on the Remove device button

    Rename device

    • Go to Settings > Device management > My devices
    • Select the device you want to rename
    • Press the name of the device (e.g. iPhone 5-2) to change the name

About Lebara Play set top box

  • About Lebara Play set top box

    What is a set top box?

    A set top box is a device that enables a TV set to receive and play digital broadcasts. Connecting your Lebara Play set top box to your TV will allow you to watch your favourite shows and movies. 

    Where can I buy a set top box?

    You can buy a set top box from selected retail outlets in UK, France, Germany, Netherlands, and Spain. Once you take your box home, set it up (it’s easy), and start watching.

    What do I get with the set top box?

    You get the following kit – set top box, remote control, remote charging cable, HDMI cable, network cable and power adaptor. 

    Do I need anything else?

    • Broadband internet
    • A TV with an HDMI port

    Setting up your Lebara Play set top box

    • First, make sure you have all the kit
    • Check your TV has an HDMI port
    • Set up your Play Set Top Box
      1. Get started: connect one end of the HDMI cable to your TV and the other end to your set top box

      2. Get connected: connect one end of the network cable to your set top box, and the other end to a free port on your modem/router*

      3. Plug in: select the adaptor for your region and slide onto the power adaptor, connect the power adaptor to your set top box and plug in

      4. Power up: switch the button on the side of your remote control to ‘ON’; press the Lebara Play ‘ON’ button on the remote control; Follow the easy set up process on screen - choose your language and how you want to connect to the internet – and start watching! 

    *Connect via Wi-Fi if you prefer

    For the best quality home viewing experience, we recommend connecting via the network cable. Make sure the set top box is placed near to your TV, in an upright position, with no obstructions. 

    Set top box technical spec

    OSAndroid OSAndroid 4.2
    VideoResolution720P, 1080I, 1080P, 4:3 and 16:9 video ratio
    NetworkEthernet PortRJ45 Interface  10M/100M adaptive
     Wi-FiBuild in Wi-Fi 2.4GHz 802.11a/b/g/n Broadcom AP6210
    ConnectivityHDMIHDMI1.4a, HDCP function Enabled
     SD CardSD card slot
     EthernetRJ45
     USB1 X USB 2.0
     PowerDC IN 
    OtherInput VoltageDC IN 12V/1A
     Power Consumption8W Max when working, less than 0.5W when standby
     Operation Temperature0~40°C
     Product Dimensions120mm*120mm*28mm
     Unit Weight280g

     

    Do I need a Lebara Play account?

    You will enjoy a more personalized experience when you register to Lebara Play. Plus you get a free premium movie, you can save movies to your watchlist, set reminders and more. However you can skip straight to the free content without having to register or sign in. 

    Do I need a subscription to keep the set top box?

    You can keep your set top box even if you cancel your subscription (you can renew it at any time).

    Can I use the internet on my set top box?

    No, that’s not possible.

    Can I insure my set top box?

    No, that’s not possible. 

  • 'How to' video guides

    Set up your set top box using a network cable. Click here to watch. 

    Set up your set top box via Wi-Fi. Click here to watch.

    Lebara Play set top box - remote control functions. Click here to watch.

    Watch videos in Tamil

     

  • Easy guide to setting up your Lebara Play set top box

    Follow the instructions and you’ll soon be watching all the TV and movies you love. 

    Connect the power and HDMI cable. If you’re connecting to the internet with a network cable, insert the cable into the network port.

    Choose your connected HDMI channel using your TV AV input setting.

    Using the ON switch on the side, turn on the remote control. (Recharge your remote control by plugging it into the STB with the cable provided.

    Choose system display language.

    Choose how you want to connect.

    If you’re connecting by Wi-Fi, select network and enter password.

    The operating system will automatically update.

    If you already have a Lebara account sign in with those details. If not, register to create a new account. 

    Start watching! The home screen is where you’ll find TV channels and new movies. Explore using the navigation buttons on your remote control.

    Watch Live TV by browsing TV channels on the home screen. Or select Live TV in the main menu for a full channel listing. 

    Watch films by browsing movies on the home screen, or select Movies in the main menu.

    Use the Search button in the main menu to look for TV shows, movies and actors. 

  • Pairing new remote with Lebara Play STB

    1. Hold the remote with keyboard side facing up. 2. Place the front of the remote on top of the set top box. 3. Press the “CAPS” button continuously until the red LED light starts blinking. 4. Release the “CAPS” button when the red LED light stops blinking. 5. Your remote is now paired with the set top box.

  • Can I buy a set top box in a store?

    You can buy a set top box in selected retail outlets in the UK, France, Germany, Netherlands and Spain.

    You can get a replacement HDMI cable from all good electrical stores.

  • Set top box troubleshooting

    Getting started

    • First, make sure you have the kit - a set top box, remote control, remote charging cable, HDMI cable, network cable and power adaptor
    • Check that your TV has an HDMI port
    • Set up your Play Set Top Box

    For the best quality home viewing experience, we recommend connecting via the network cable. Make sure the set top box is placed near to the TV, in an upright position, with no obstructions. 

    Remote control not working?

    • Check that it’s charged. To fully charge, plug one end of the remote control charging cable into the remote control and the other end into the usb port at the back of your set top box
    • Make sure there’s no large objects in front of your TV
    • Move closer and point the remote control directly at your set top box
    • Make sure that the remote control is switched on

    Reset

    On your set top box, go to Home button > Settings > go to Reset, and follow the prompts. This will restore your set top box to its factory settings.

    Check for updates

    Issues could occur because your set top box is not running the latest software. The set top box will display an automatic pop up when you need to update your software. 

  • Warranty

    Your set top box is in warranty for one year after purchase.

  • Replace faulty set top box

    Before you think about replacing your set top box, first check everything is set up properly. If your set top box still isn’t working, contact us.  

    • First, make sure you have all the kit – a set top box, remote control, remote charging cable, HDMI cable, network cable and power adaptor 
    • Check that your TV has an HDMI port
    • Set up your Play Set Top Box
      1. Get started: connect one end of the HDMI cable to your TV and the other end to your set top box

      2. Get connected: connect one end of the network cable to your set top box, and the other end to a free port on your modem/router

      3. Plug in: select the adaptor for your region and slide onto the power adaptor, connect the power adaptor to your set top box and plug in

      4. Power up: Switch the button on the side of your remote control to ‘ON’; press the Lebara Play ‘ON’ button on the remote control; Follow the easy set up process on screen choose your language and how you want to connect to the internet – and start watching! 

    For the best quality home viewing experience, we recommend connecting via the network cable.  Make sure the set top box is placed near to the TV, in an upright position, with no obstructions. 

    Set top box is damaged on arrival

    Contact us at Lebara customer service, and we can organise a replacement.  

    Check whether your box is in warranty

    Make a note of the serial number (you’ll find it on the underside of the set top box) and contact us. We can tell you if your box is still in the warranty period, and eligible to be replaced. 

Manage your Lebara play account

  • How to subscribe to Lebara Play

    Follow the simple steps below to subscribe to Lebara Play with a debit/credit card or a voucher.

    A) Pay by debit/credit card

    1. Go to play.lebara.com or download and install our Android Lebara Play app on your mobile from the Google Play store. Please note that we currently don't support subscription purchases on our iOS app. So if you are an iOS user, you need to subscribe on our website.

    2. Click 'start your free trial' and choose your pack

    3. If you're an existing customer, sign in using your Lebara account details. If you're a new customer, create a new account entering your email address and password. 

    4. Choose payment method Debit/credit card or PayPal,

    5. Click Add new debit or credit card and enter your payment details. You will not be charged during your trial and by clicking the Confirm button your payment details will be stored securely. 

    6. Congratulations! You're subscribed to Lebara Play and can start watching all the TV and movies you love. 

    7. Your payments will only start after your free trial ends and you can cancel your subscription anytime.

     

    B) Pay by voucher or with Lebara Credit

    Follow steps 1 and 2 above, then

    3. Select your payment method Voucher or Lebara Credit .

    4. Enter your voucher code

    5. Congratulations! You're subscribed to Lebara Play and can start watching all the TV and movies you love. 

     

     

  • Change your details

    Change your debit/credit card details

    If you want to change your credit card details, go to www.lebara.com > my profile.

    Change your email address

    If you want to change your billing email address or your Lebara Play email address you’ll need to contact us. Your details will take up to 48 hours to be updated.

    Change personal details

    Once you set up your Lebara Play account you’re unable to change your title, name, date of birth or address.

    Change parental control PIN

    • Go to Settings > Device management > Parental control
    • Enter your old PIN
    • Enter your new PIN
    • Confirm PIN

    Change password

    • Go to Settings > Account
    • Enter your old password
    • Enter your new password
    • Confirm password

    Forgot password

    • Click on ‘Forgot password’ and enter your email
    •  We'lll send you an email with a reset code

    Why have I got multiple accounts?

    • You may have used another Lebara service using different credentials
    • You signed up or registered again with new details
    • A household member could have used the same payment card

    Problem locating your account?

    Contact us and we’ll look into it for you.  

    Forgot username

    Sorry, we can’t help if you’ve forgotten your username.

    Email address already in use

    If you already have a Lebara account, you can use those details to sign in to Lebara Play.

    Forgot parental PIN

    Creating a parental PIN protects children from watching inappropriate content. If you’ve forgot your PIN:

    • Go to Settings > Device management
    • Click on Parental control PIN
    • Click on Recover PIN?
    • We’ll email you a new PIN

  • Cancellations

    Opt out of emails 
    We want to help you make the most of your Lebara Play experience, and if you’ve subscribed to email updates, it’s a great way to find out more about upcoming new releases, special offers and more. 

    If you wish to unsubscribe; the easiest way is to click the unsubscribe link in one of the emails from us. Or go to your profile and un-tick subscribe to emails. OR go to www.lebara.com > My Profile. 

  • Payments / Subscriptions

    Lebara Play set top box  

    When you buy a set top box, the payment will be taken instantly. All Lebara Play payments will appear on your bank or card statement as Lebara.  

    Buy a Lebara Play set top box

    You can buy a set top box in selected retail outlets in the UK, France, Germany, Netherlands and Spain.

    How much does a set top box cost?

    Buy a set top box for just £149 and get a year of TV and movies. 

    First 30 days free

    When you first subscribe to Lebara Play, you’ll get the first 30 days free! So if you subscribe on 5th January, your first payment will be taken on 5th February. We want to your browse through and enjoy all of the great movies and Live TV from home. Immediately after you complete the subscription process, start watching our full range of TV and movies. 

    What appears on your statement

    All Lebara Play payments will appear as Lebara on your bank or card statement.

    Cancel subscriptions

    There’s no contract, no commitments with Lebara Play, so you can cancel your subscription anytime. However, we don’t give refunds if there is a single watch (pay per view) event.

    Purchase history

    This shows a full list of all your payments to Lebara Play. You'll see the

    • Discount (if applicable)
    • Price
    • Payment method
    • Order date
    • Refunds

    Accepted payment cards

    We accept the following cards:

    CountryPayment methodRecurring Transactions
    United KingdomAmex, MasterCard, Visa and PayPalYes
    SpainAmex, MasterCard, Visa and PayPalYes
    GermanyAmex, Giropay, MasterCard, sofort, Visa and PayPalGiropay and Sofort not allowed
    NetherlandsAmex, iDeal, MasterCard, SEPA, Visa and PayPalIt does not accept iDeal
    DenmarkAmex, Dankort, MasterCard, Visa and PayPalYes
    PolandAmex, DotPay, MasterCard, Visa and PayPalDotPay not accepted
    France

    Amex, MasterCard, Visa and PayPal

    Yes
    AustraliaAmex, MasterCard, Poli, Visa and PayPalPoli not accepted

     

Vouchers

  • Buy a voucher

    You can buy a voucher for Lebara Play at selected retail outlets in the UK, France, Germany, Netherlands and Spain. Vouchers can be bought with cash and credit card. 

  • Code not valid

    An invalid voucher code message means that the voucher code you're applying to your Lebara Play account has either been used, expired or entered incorrectly. To make sure it's been entered correctly, check the details and try again.

    If you're still seeing the message, check the terms and conditions at the bottom of the email that has the voucher code in it. Voucher codes have various redemption/expiry dates, and your code may have expired. If this has happened you won't be able to get a replacement.  If you've checked that you've entered it correctly, and your voucher code hasn't expired, contact us.

    If you’ve scratched off the voucher code and can't read it, you’ll need to return it to the retailer to get a new one.  All replacements and refunds are subject to the retailers’ policies. 

Technical details

  • My device is not supported (Android and iOS)

    If you're using an Android or iOS device and get the message: My device is not supported, this means that your device or operating system is not compatible with Lebara Play. This could be because the device has been modified, or it has been bought outside the list of countries where Lebara Play is available. 

  • Buffering (All devices and set top box)

    When you watch Lebara Play on your device or set top box you may get poor viewing quality – this is usually because of a poor internet connection. Make sure you’re not downloading something, or are online on another device, as this can affect loading. 


    If that doesn’t work, quit and restart the programme that you're watching. You can do this by explain the steps for each device


    If all else fails, press the reset button! 

Get started with Lebara Play