Frequently Asked Questions

You can find a complete overview of all UNDO subscriptions — including inclusive call minutes, SMS, data and the monthly price — on undo.be or in our app/My account at https://wsc.undo.be/?lang=en.

Whatever you don’t use in data, call minutes or SMS during the month is automatically rolled over to the next month. That way, you never pay for what you don’t consume. Have questions about which subscription suits you best? Contact us

It’s very simple! You can download our mobile app to do it or via our website by selecting the subscription of your choice.

1. You must first log in with ITSME to create your account.

2. Then follow the order steps until it is finalized.

3. You will receive an email confirmation of your order.

If you order an eSIM, you will receive a second email with the QR code of your eSIM in order to install it on your smartphone. The activation of your number with an eSIM is generally active within the hour and you can start using it immediately, unless you have made a request for a number transfer. In that case, the delay mainly depends on your current operator!

When placing your order on undo.be or in the UNDO app, you indicate that you want to keep your current number, along with the details of your current operator. UNDO then takes care of the transfer with your old operator.

Important things to know upfront:

– The transfer itself usually takes 1 to 5 working days, depending on the response time of your current operator. UNDO unfortunately has no control over this.

– Until the moment of transfer, your old SIM card remains active. You will receive an SMS as soon as your number is active on the UNDO network.

– Your old operator automatically stops your service as soon as the transfer is complete. So you don’t need to separately cancel your old subscription with your old operator.

You can track the status of your transfer in our app or in “My account” at https://wsc.undo.be/?lang=en, under “YOUR TARIFF”. As long as the frame around your number is grey, the transfer is still in progress. Once it turns green, your number is active at UNDO. When placing your order, fill in all fields correctly. An error in your customer number or SIM card number at the old operator is the most common reason why a transfer is refused.

A refusal is almost always due to a mismatch between the information you provided to UNDO and what your old operator has in their system. The four most common reasons:

– Incorrect customer number. The customer number at your old operator (often “numéro de client” or “client number”) must match exactly. You can find this number on your invoices.

– Incorrect SIM card number. The SIM card number at your old operator must match exactly. You can find this number on the SIM card itself from your old operator.

– Wrong operator. This happens if you indicated a wrong previous operator.

– Outstanding invoice. Some operators refuse a transfer if there is still an unpaid invoice outstanding.

Did you receive an email from UNDO saying your transfer was refused? Reply to that email with the corrected information, or contact us. We will then submit a new request. You don’t need to place a new order.

UNDO uses the Orange network. There is nothing more annoying than a video that won’t load. Our SIM cards are equipped for 5G, both the eSIM and the traditional SIM card. Therefore, our users can rely on a strong and fast network everywhere in Belgium.

You can order up to 7 SIM cards as a private user and up to 100 SIM cards as a business.

Once you’ve ordered an eSIM you’ll receive an email with the detailed installation procedure.
Is this eSIM for another person? Then forward this email to the relevant person so it can be installed on his/her smartphone.

Follow these steps for the eSIM installation:
– Scan the QR-code in the email with the camera of your smartphone
– Follow the steps and unblock your eSIM with the PIN-code received in the email

Please note that after scanning the QR-code and installing the profile you will receive a SMS once your eSIM is active.

Important: DON’T delete the installed eSIM from your smartphone because you can only install the QR-code once!

Pay attention: if the installation with the above steps fails you can also activate it manually:
– For Apple : go to “Settings” – “Cellular” – “Add Cellular Plan” – “Use QR-code” and complete the steps
– For Android :
1. Go to “Settings” – “Connections”
2. Tap on “SIM card manager”
3. Select “Add mobile plan”
4. Navigate to “Other ways to add plans”
5. Choose “Add using QR code”
6. Scan the provided QR code
7. Follow on-screen prompts

To activate a new physical SIM card, go to our mobile app or in “My account” (https://wsc.undo.be/).
Once you received your SIM card, you can click “ACTIVATE” and enter the SIM card number (13 digits) and click “Activate”.
Activation of a new mobile number or SIM SWAP is usually done within an hour and you can therefore use it immediately. If you have chosen for a number portability, the waiting time depends on your current operator. When your mobile number is transferred and active, you will receive an SMS and you will also see the frame with your number in green in your UNDO account.

During your order you can simply choose for an eSIM or a classic SIM card.
In case of an eSIM, you will need to select the brand of your smartphone and then the model of your smartphone in order to know whether or not your smartphone is compatible with the eSIM. If this is the case, we strongly recommend that you opt for an eSIM for which the carbon footprint is practically zero compared to a traditional SIM card.

An eSIM is a digital SIM card, which replaces a traditional physical SIM card. At UNDO, you don’t pay any costs for this type of SIM card. With an eSIM you can start surfing, calling and sending SMS in the minutes following your order because it activates much faster than a physical SIM card.
Note: not all phones support an eSIM. Smartphones that do this also offer space for a physical SIM card. With such a Dual SIM smartphone, you kill two birds with one stone. You can use two numbers, and therefore two subscriptions. Compared to a traditional physical SIM card, an eSIM has many advantages:
– Activation is digital so you have no waiting time
– You choose a more environmentally friendly alternative, without plastic.
– You can easily switch from one number to another if you have a Dual SIM smartphone. So you decide, for example, which number you call with and which number you surf with.
– Outside the EU you can easily use a local SIM card.
– Lost or stolen smartphone? Activate a new eSIM in 1-2-3 in your replacement device.
– No need to change physical SIM cards anymore.

Please follow the steps below if your eSIM is not working:
– Make sure that the eSIM is active and unlocked with the PIN code in your smartphone’s settings (you can find the PIN code in the email with the QR code you received for installation).
– If you still have an (old) physical SIM card in your smartphone, it is best to remove it.
– It is also best to set the UNDO eSIM as the primary SIM. If you have multiple SIM cards/eSIMs in your smartphone, the UNDO eSIM might be a secondary number. You need to set it as the primary SIM so that your calls/SMS/surfing will be done with the UNDO eSIM.

After following the above steps, restart your device to establish a new network connection.
You still don’t have network coverage with your eSIM? Then order a SIM SWAP via our Mobile APP or Customer Portal in order to receive a new eSIM (QR code) and install it on your smartphone.

Our eSIM works with most smartphones and tablets that support eSIM. Smartwatches are currently not supported. Check your device’s specifications to make sure it’s compatible.

You can transfer your current eSIM to another smartphone by ordering a SIM SWAP in our Mobile APP or Customer Portal. On your subscription, click on “MANAGE” and then choose “SWAP YOUR SIM CARD”. Select “eSIM” and follow the steps. You will receive a new QR code via email, which you can use to install your new eSIM on your other smartphone.
As soon as your new eSIM is correctly installed on your smartphone, the change will be initiated at network level which can take up to 2 hours. As soon as the change is made at network level, you will receive an SMS confirming that your new eSIM is active.

You can order a SIM SWAP in our Mobile APP or Customer Portal. On your subscription, click on “MANAGE” and then choose “SWAP YOUR SIM CARD”. Select “eSIM” and follow the steps. You will receive a new QR code via email, which you can use to install your eSIM on your smartphone.
As soon as your new eSIM is correctly installed on your smartphone, the change will be initiated at network level which can take up to 2 hours. As soon as the change is made at network level, you will receive an SMS confirming that your new eSIM is active.

You can order a SIM SWAP in our Mobile APP or Customer Portal. On your subscription, click on “MANAGE” and then choose “SWAP YOUR SIM CARD”. Select “Regular SIM card” and follow the steps. When you receive the SIM card at home, you can activate it via our Mobile APP or Customer Portal (https://wsc.undo.be/) and then insert it into your smartphone.
The change will be initiated at network level which can take up to 2 hours. As soon as the change is made at network level, you will receive an SMS confirming that your new SIM card is active.

If you unfortunately entered the wrong PIN code 3 times, your SIM card will be blocked. This aims to protect it from unintended usage from others.
To unblock your SIM card, you need to use your PUK code (Personal Unblocking Key).
This PUK code can be found:
– On the plastic that surrounded the classic SIM card (keep this code in a safe place and not near your smartphone)
– In the email with the QR code that you received for installing the eSIM
– In our Mobile APP or Customer Portal. Click on “MORE”, then “SETTINGS” and at the bottom right you will see your PUK code
To unblock your SIM card, you just need to follow the instructions on your smartphone with the use of your PUK code.

Your QR code is automatically sent by email to the address registered in your UNDO account, usually within the hour after your order. If you can’t find it, follow these steps:

– Check your spam or junk folder. The email sometimes ends up there.

– Check whether the email address in your UNDO account is correct. Open our app or My account at https://wsc.undo.be/?lang=en, go to MORE, then SETTINGS.

– If the email still doesn’t arrive, contact us. We’ll resend your QR code.

Important to know: a QR code can only be scanned once. If you’ve already installed your eSIM and want to switch devices later, request a SIM SWAP via our app or My account to receive a new QR code.

Your PIN code is delivered in one of two ways, depending on your type of SIM card:

– For a physical SIM card: on the plastic card that contained your SIM. Store it somewhere safe, not together with your smartphone.

– For an eSIM: in the same email as your QR code.

If you can’t find your PIN code:

– First check your spam or junk folder. The email sometimes ends up there.

– If the email doesn’t arrive, contact us. We’ll resend your PIN code.

If you enter your PIN code three times incorrectly, your SIM card will be blocked and you’ll need your PUK code to unblock it. You can find your PUK code in the same place as your PIN code, or in our app or My account at https://wsc.undo.be/?lang=en via MORE, then SETTINGS, at the bottom.

Your physical SIM card is shipped within 1 working day after your order and should normally reach your address within 2 to 4 working days (depending on the courier and your location).

If you haven’t received anything after 5 working days:

– Check that your delivery address is correct in your UNDO account. Open our app or My account at https://wsc.undo.be/?lang=en, go to MORE and SETTINGS.

– Check your mailbox again, and possibly that of close neighbours — UNDO SIM cards are sent in an A5 cardboard envelope.

– If you still receive nothing, contact us. We’ll send you a new SIM card.

Tip to avoid waiting time: choose an eSIM for your next order. An eSIM is delivered immediately by email and is active within the hour.

An activation can fail for various reasons. First try the following steps:

– Check that you’ve entered the complete 13-digit number of your SIM card correctly. It’s on the back of the plastic SIM holder.

– Have you recently requested a number transfer? Then your SIM card can only be activated once the transfer is complete. Check the status in our app or My account at https://wsc.undo.be/?lang=en — a green frame around your number means your number is active.

– If it still doesn’t work, contact us with your SIM card number (13 digits). We’ll check from our system what’s going wrong.

Do you have an eSIM instead of a physical SIM card? Then check our FAQ “My eSIM is not working”.

The standard PIN code can be found on the plastic card, which was holding your SIM card or in the email with the QR code you received for the installation of the eSIM. You preferably change it by a code you only know.
How to change your PIN code? If you want for example the code “1375” as a new PIN code, you enter **04*oldPIN*1375*1375# on your smartphone and press the dial button. The PIN code is now changed to your new code.
For security reasons, you better do not choose sequential numbers (1234) or same numbers (2222).

You can switch off the PIN code of your SIM card. You can do this in the settings of your smartphone but we advise you not to do so for security reasons.

You can change the language of your SIM card via our Mobile APP or Customer Portal. Click “MORE” and choose “SETTINGS”. Then, select the language of your choice for your SIM card. Once changed, the chosen language will be green.

You’ll find your SIM card number in our Mobile APP or Customer Portal. Click on “MORE”, then “SETTINGS” and at the bottom right you will see your NSCE (= SIM card number)
Or:
– In case of a physical SIM card: on the back of your current SIM card
– In case of an eSIM: In the email with the QR code you received for the installation of the eSIM
– In your smartphone settings:
– For iOS
1. Go to “Settings” > “General” > “About”
2. Scroll down to “ICCID”
3. Touch and hold to copy the number
– For Android:
1. Go to “Settings”
2. Scroll down to “About phone” or “About device” depending on your phone model
3. Choose “Status” and tap “ICCID”
4. Tap and hold to copy the number to your clipboard

The IMEI number (International Mobile Equipment Identity) is the identification number of your smartphone.

Call the *#06# code. The IMEI number will appear on your smartphone.
On some older handsets, the IMEI number can be found under the battery of the handset or on the original box of the handset.

Please contact our Support to block your phone number:
– By phone at +32490461999
– By Email: support@undo.be
Right after, you can order a SIM SWAP in our Mobile APP or Customer Portal. On your subscription, click on “MANAGE” and then choose “SWAP YOUR SIM CARD”. Select the type of SIM card and follow the steps.

There are 3 types of SIM card sizes:
– The “STANDARD” SIM card (dimensions: 25 x 15 mm)
– The “MICRO” SIM card (introduced by the iPhone 4, but now commonly used in most smartphones)
– The “NANO” SIM card (used in some smartphones such as the iPhone 6s, iPhone SE, Samsung S6, Samsung S7, and iPads)

At UNDO, we standardly provide a multi-format SIM card. This card contains all SIM card sizes in one convenient format. You only need to punch out the desired size from the card. If you accidentally choose the wrong size, don’t worry, you can use the remaining sizes as an “adapter”: click the smaller size back into the larger form and insert it into your smartphone.

You can choose the monthly amount you wish not to exceed outside of what is included in your subscription and/or your add-ons. This typically concerns your calls, SMS or mobile internet sessions beyond what is included in your subscription but also for example international calls, to premium numbers, while roaming in non-EU countries. If you reach this chosen limit, your out of bundle consumption will be blocked until the end of the month and automatically restored on the 1st of the following month.

You can adjust your limit via our Mobile APP or Customer Portal. On your subscription, click on “MANAGE” and choose “OUT OF BUNDLE LIMIT”. Select another limit and confirm it. This will apply immediately for the current month and subsequent months.

Voice Mail:
In Belgium, call the free number 1987.
From abroad, call +32490461997 at the standard roaming price.

Customer Service:
If you have questions, you can reach one of our agents every weekday from 8:30 to 17:00 by calling the free number 1989 with your UNDO number or +32490461999 from any other phone number.
From abroad, standard roaming price applies if you call with your UNDO number.

The voicemail service works like a classic voice recording system. This service is free of charge. To configure your voicemail, you just need to call 1987 and configure a welcome message.
The standard welcome message is as follow: “This is the voicemail of …” followed by your mobile number.
To personalize your voicemail, please record a personal message and save it.

– To deactivate your voicemail, you just need to call 1987 (with your smartphone) and select option 4 “to deactivate or reactivate your voicemail”. By doing this, your voicemail will be directly deactivated.
– To reactivate your voicemail, you just need to call 1987 (with your smartphone) and select option 4 “to deactivate or reactivate your voicemail” and your voicemail will be directly reactivated.

First of all, you will receive an SMS each time there is a new message on your voicemail.
To listen to your messages, you just need to call 1987 (with your smartphone). If you are abroad, you need to call +32490461997 to listen to your messages.

To change the language of your voicemail, you need to change the language of your SIM card (see FAQ: “How can I change the language of my SIM card?”)

You can choose how many seconds you allow the phone to ring before the voicemail picks up. The standard time is set for 20 seconds but you can change this duration. For exemple: if you want your voicemail to pick up after 5 seconds you have to type **61*+32490468787**5# on your phone keyboard and confirm with the dial button of your smartphone. Instead of 5 seconds you can also choose following values: 10, 15, 20, 25 or 30 seconds. If you want to do this you have to change the 5 in the instruction with the number of seconds you want.

You can choose to forward your calls to any fix or mobile phone number and you can even choose when the calls will be forwarded:
• If you’re on the line (you are having a call):
– To activate: Enter **67*number to forward to# on your smartphone and press the dial button. Example: **67*+32486123456#
– To deactivate: Enter #67# on your smartphone and press the dial button
• If your smartphone doesn’t receive any signal (your smartphone is switched off or you don’t have any network coverage):
– To activate: Enter **62*number to forward to# on your smartphone and press the dial button. Example: **62*+32486123456#
– To deactivate: Enter #62# on your smartphone and press the dial button.
• If you can’t answer to a call:
– To activate: Enter **61*number to forward to# on your smartphone and press the dial button. Example: **61*+32486123456#
– To deactivate: Enter #61# on your smartphone and press the dial button
• If you wish to forward all types of calls:
– To activate: Enter **21*number to forward to# on your smartphone and press the dial button. Example: **21*+32486123456#
– To deactivate: Enter #21# on your smartphone and press the dial button

To deactivate all your call forwarding commands, you just need to enter ##002# on your smartphone and press the dial button.

You will be charged for diverted calls at the same rate as a call you would do yourself to the forwarded number you configured.

In almost all cases, the APN settings for mobile data are configured automatically as soon as you insert your SIM card into your smartphone. If it still doesn’t work:

– Restart your smartphone. This often solves it.

– Check that mobile data is enabled in your settings, and that “data roaming” is not accidentally disabled.

– If it still doesn’t work, manually configure the APN on your smartphone. For mobile data this is: APN name “UNDO”, APN address “mworld.be”.

– On iPhone, you’ll find these settings under Settings → Mobile network → Mobile data network.

– On Android devices, under Settings → Connections → Mobile networks → APN.

– If it still doesn’t work after this, contact us. We’ll look at it together with Orange’s technical service.

Specifically for Xiaomi devices: there is a known issue where data and/or roaming doesn’t work intermittently. As a solution you can disable “VoLTE” and “Carrier services” in the Xiaomi settings, or set the device to “4G” instead of “5G”.

If you have an iPhone, you must also enter a separate APN with personal access point (hotspot) information. Please enter this information and follow these steps in your iPhone:
• Go to “Settings”
• Access the “Mobile Service”
• Access the “Mobile Data Network”
You’ll see 3 types of settings:
• APN for “Mobile Internet “
• APN for “MMS”
• APN for “Personal Hotspot”
In “APN for Personal Hotspot”, please make sure that this information is entered correctly:
• APN = mworld.be

If you receive anonymous malicious calls or SMS messages on your smartphone and you want to know the identity of the suspected person of these calls or SMS messages? You can submit a complaint to the “mediation” service here: http://www.ombudsmantelecom.be/en/malicious-calls.html?IDC=110&IDD=146.

An SMS can contain up to 160 characters. If your message exceeds the 160 characters, it will be counted as a second SMS (of 160 characters as well). If your message exceeds 320 characters, it will be counted as a third SMS etc, per each 160 characters.

Please verify if the SMS central (SMSC – Service Center) is correctly configured in the parameters of your smartphone.
This number needs always to be +32495002530.

Yes, UNDO uses the 5G network set up by Orange. You have automatic access to it as long as your smartphone allows it and you have authorized access to 5G on your smartphone. Please know that Orange is investing in allowing you to stay connected with your loved ones and your favorite content. To do this, Orange is fully strengthening its 4G network and gradually deploying 5G.

Yes, UNDO offers VoLTE & VoWIFI services. You have automatic access to them as long as your smartphone allows it and you have authorized these services on your smartphone.
– VoLTE
VoLTE stands for Voice over LTE (Long Term Evolution), i.e. calling via 4G. You can automatically benefit from this technology if you have a compatible smartphone.
– VoWIFI
VoWIFI means calling over WIFI, i.e. calling over WIFI. If it happens that you have poorer mobile network coverage (4G/5G) but have a good WIFI connection, then you can call via the WIFI network when the quality of the mobile network at the location where you are is insufficient. This is the ideal solution if you benefit from poorer mobile network coverage (4G/5G) at your home or office. But be aware that good WIFI coverage remains important to ensure optimal quality of your calls via WIFI.

If you want to avoid receiving expensive premium SMS/Calls and not be billed excessive amounts due to the use of third-party partner services, you have the option of blocking these services in the following way:
– Send STOP by SMS to the third-party partner’s short number. This way you unsubscribe from the service in question and avoid premium SMS/Calls charging.
– Go via our Mobile APP or Customer Portal (https://wsc.undo.be/) to your subscription, click on “MANAGE” and choose “NETWORK SERVICES” and deactivate the “Block premium numbers” service.

Please contact us at support@undo.be.

Please complete the UNDO withdrawal form: https://undo.be/general-conditions/withdrawal-form/ and send it to support@undo.be. We will process your request as soon as possible to deactivate your number and terminate your subscription. You will nevertheless receive by email a final closing invoice at the beginning of the following month for the consumption made up to the termination date of your number.

To delete your account, go to our Mobile APP or Customer Portal (https://wsc.undo.be/). Go to “MORE”, then “CONFIGURATIONS” and then click on “DELETE ACCOUNT “” and confirm the choice. This way you will immediately provide the system with the necessary information to delete your account.
You can find more information on deleting your account here: https://undo.be/accountdeletion/

In your subscription, you have a certain number of minutes, SMS and mobile data. If you use more than what is included in your subscription, you can choose to purchase an additional add-on.
Here are our optional add-ons that you can purchase:

• 2 GB of data: €4 per month
• 5 GB of data: €8 per month
• 10 GB of data: €14 per month
• 20 GB of data: €20 per month
• Unlimited SMS: €3 per month

You can activate these add-ons in your app or in “My account” (https://wsc.undo.be/). Under “YOUR TARIFF”, you can click on “SHOW ME” to activate the add-ons.

You can activate or deactivate your add-ons in your app or in “My Account” (https://wsc.undo.be/).
Under “YOUR TARIFF”, you can click on:

• “SHOW ME” (if you don’t have an active add-on yet) to enable add-ons
• “MANAGE” (if you already have at least one active add-on) to activate additional add-ons and/or deactivate add-ons.

You can easily consult your detailed consumption in your app or in “My account” (https://wsc.undo.be/). On “YOUR TARIFF”, cllick on “MANAGE” and click on “HISTORY” for a detailed overview of your call minutes, SMS and mobile data consumption for the current month. You can also personalize your search period by clicking on “current month” and select the period of your choice.
On your monthly bill, on the 2nd page, you will also find an overview of your consumption by type of service.

If you wish to change your UNDO subscription, this is perfectly possible. You can do this in your app or in “My account” (https://wsc.undo.be/). On “YOUR TARIFF” click on “MANAGE”. Then select “CHANGE SUBSCRIPTION”, select the subscription you want and confirm. Your subscription will be automatically changed on the first day of the following month.

If you already have an existing account with an active or deactivated UNDO number, you can easily add additional SIM cards to your account:

• in the application: at “YOUR TARIFF” next to your UNDO number, you can slide the frame to the left and click on “Request extra SIM card”.
• in “My account” (https://wsc.undo.be/): to the right of “YOUR TARIFF” and your UNDO number you can click on “ORDER” to order an additional SIM card.
  Please note: to order an additional SIM card, you must ensure that all your bills have been paid.

To change your account password or email address, go to our mobile app or in “My account” (https://wsc.undo.be/). Go to “MORE”, then “SETTINGS” and click on “ACCOUNT SETTINGS”. Then click on “EDIT” to change your account password or email address.

At UNDO, we believe in zero waste — even in mobile usage. That’s why your unused data, minutes and SMS automatically roll over to the next period. No waste, no extra cost. Just more value, for your money.

Good to know: Your rollover is always used first. If you still have unused volume left after the next period, it will expire.

With this Zero Waste approach, mobile telecom becomes smarter — and more sustainable.

When you transfer your number to another operator, your UNDO subscription is automatically terminated at the moment the transfer is completed. So you don’t need to cancel your subscription separately.

Good to know: you will still receive one final invoice at the beginning of the following month. This includes:

– The consumption and pro rata of your subscription up to the day of the transfer

– Any additional options or consumption outside your subscription during that period

An example: your number is transferred on 4 May. At the beginning of June, you’ll still receive a closing invoice for the 4 days of May during which you were still an UNDO customer, with any consumption.

Cancelling your UNDO subscription takes 3 steps:

1. Fill in the withdrawal form at https://undo.be/general-conditions/withdrawal-form/.

2. Send the completed form to support@undo.be.

3. We’ll stop your number and confirm this by email.

Good to know:

– Your last invoice will arrive at the beginning of the following month. It includes the consumption and pro rata of your subscription up to the end date of your number. This is normal: you only pay for the days during which you could actually use your subscription.

– Transferring your number to another operator? Then your UNDO subscription is automatically terminated — see our FAQ “What happens to my UNDO subscription if I transfer my number to another operator”.

UNDO does not currently offer an automatic pause function for subscriptions. But contact us and we’ll look at what’s possible — for example in case of a long trip, military service or hospitalisation.

An alternative, especially if you’re not sure how long you won’t use your number, is switching to the UNDO Zero Waste subscription at €4 per month. That way you keep your number active at the lowest tariff.

A third option is to permanently stop your number and order a new SIM card upon your return. Keep in mind that you’ll then get a new number — a once-stopped number can no longer be restored.

Your subscription is suspended if an invoice remains unpaid for too long. To reactivate your number:

1. Pay all outstanding invoices via the UNDO app or My account at https://wsc.undo.be/?lang=en. Click under your subscription on “PAY €xx.xx” and follow the steps.

2. After successful payment, your number is restored as soon as possible.

3. If your number is still not active after 24 hours, contact us.

Want to avoid this in the future? Set up a direct debit via MORE, then MY INVOICES AND PAYMENTS, and click in the top right on PAYMENT METHODS.

A subscription change you make today only takes effect on the first day of the following month. Until that date, you remain on your current subscription.

You can still cancel or adjust a planned change via the UNDO app or My account at https://wsc.undo.be/?lang=en, as long as the new month has not yet started.

The new price appears on your next invoice.

At UNDO, we don’t believe in waste. What you don’t use, you take with you to the next month.

How it works:

– At the end of the month, your unused data, call minutes and SMS are automatically rolled over to the next month.

– Your rollover balance is always used first, then your new monthly bundle.

– Whatever remains after the next month expires — rollover therefore only applies for one month.

You can see your rollover balance in the UNDO app or My account at https://wsc.undo.be/?lang=en under YOUR RATE.

Important to know: in case of cancellation of your subscription or a number transfer to another operator, the rollover balance is lost. It cannot be refunded or transferred.

You can find your customer number on every invoice you receive from UNDO, in the top left under the UNDO logo in the document.

When you contact us, always mention your UNDO phone number and (if you have it at hand) your customer number. With this information, we can quickly find your file.

To take out an UNDO subscription you need itsme. This way we can verify your identity securely and quickly, without you having to send papers or copies.

If itsme isn’t working:

– Check that your itsme app is up to date and that you’re activated with your ID card or bank card.

– Try again after 5 minutes — sometimes there’s a temporary problem on the itsme side.

– If it still doesn’t work, contact itsme directly via https://www.itsme-id.com/ for support with your account.

Don’t have an itsme account yet? You can request one via your bank or via a registration app, more info on https://www.itsme-id.com/.

When you place an order, you must first configure your SIM card. Then you will see a screen where you need to confirm the delivery address. If you want to change the delivery address provided, click on “Edit” and enter the new address to which your SIM card should be sent.

Unfortunately, this option is not yet possible. We are actively working on offering this option soon.

The “primary” holder or owner has full access to all users and all settings of their UNDO account, for example to pay an invoice, change a tariff plan or activate an option.
The “secondary” users can connect to their UNDO account with their own mobile number and then only have access to their personal subscription data as well as the possibility of offsetting their own CO2 emissions.

Depending on your subscription, your UNDO subscription includes a certain number of KG of CO2 free of charge, at no additional cost. You can use these KG of CO2 via “UNDO Removal” to offset your CO2 emissions linked to the use of your smartphone and therefore be carbon neutral. How? Consult the FAQ “How do I offset my CO2 emissions?”

The right of withdrawal means that you, as a consumer, have the right to cancel an online or telephone purchase within a certain period and get your money back, without giving a reason. In the EU, this period is generally 14 days from receipt of the product or conclusion of a service. Would you like to use it at UNDO? Then consult the FAQ “How do I cancel my subscription/contract?”

– “International” calls are applicable to make a call from Belgium to another country.
– “Roaming” calls are applicable to make and receive calls from abroad.

You can call and send SMS messages from abroad to all other countries.
For an overview of countries and prices, please visit https://undo.be/roaming.
To call someone from abroad, you must add the + or 00 sign in front of the country prefix. Do not forget to remove the first 0 from the phone number. For example: you want to reach the Belgian number 0487030405 from abroad. You must dial the following number: +32487030405 or 0032487030405.

Here are some solutions to help you:
1. When you are abroad, your smartphone is automatically connected to a local operator (the name of the local operator appears on your smartphone screen). If you cannot call, send an SMS or surf with this operator, go to your smartphone settings, manually select another operator and retry to call, send an SMS or surf.
2. Just try restarting your smartphone and try calling, texting or surfing again.
3. To call or send an SMS to someone from abroad, add the + or 00 sign in front of the country prefix. Don’t forget to remove the first 0 from the call number. For example: you want to reach the Belgian number 0487030405 from abroad. You must therefore dial the following number: +32487030405 or 0032487030405.
4. Check via our Mobile APP or Customer Portal (https://wsc.undo.be/) that the “Block data roaming” service is not activated. If this is the case, on your subscription, click on “MANAGE” and choose “NETWORK SERVICES” and deactivate this service.

You can call and send SMS messages from Belgium to all countries.
For an overview of countries and prices, please visit https://undo.be/roaming.
Do not forget to add the prefix of the country of your correspondent preceded by the sign + or 00 and without the first 0 of the number. 

For example: you want to call the number 0402811215 in the Netherlands. You must dial +31402811215 or 0031402811215.

The EU data roaming limit is a limit that blocks your mobile data sessions when you have used more than €60.50 in roaming. This is a limit to protect you against high roaming charges abroad. You will receive an SMS when you have used 80% and 100% of your €60.50 roaming data limit. Your data roaming will be blocked until the end of the month if you have used 100%.
You can activate or deactivate this limit yourself in your application or in “My account” (https://wsc.undo.be/). Under “YOUR RATE”, click “MANAGE”. Then select “NETWORK SERVICES” then “LIMIT FOR DATA ROAMING IN EU” and enable or disable this limit.

The billing for your subscription begins on the day your number was activated. You will receive your first invoice at the beginning of the next month, on which you will be billed partially for the current month (from the day your number got activated until the end of the month) as well as for the following month.
Example: My subscription has been active since the 15th of September. My invoice at the beginning of October will be as follows:
– Subscription invoiced from 15 to 30 September prorated to the number of active days: 16 days out of 30
– Subscription invoiced from 1 to 31 October: 31 days

Your first invoice covers two periods and is therefore usually higher than a regular monthly invoice:

– Pro rata of your activation month. From the day your number became active until the end of that month.

– Full following month. The regular monthly amount for the first full month.

An example: your number becomes active on 15 September. Your first invoice (early October) will contain:

– Pro rata 15-30 September: 16/30 days of your subscription

– Full month of October: 31 days of your subscription

From the second invoice, you simply pay the monthly amount of your subscription, plus any additional options or consumption outside your subscription.

You will receive your invoices electronically via the email address you gave us.

You have 15 days to pay your invoice. The due date is on your invoice, the email and the SMS that you receive for this invoice.
After your invoice due date, you will receive several payment reminders via SMS and/or email with a notice to suspend the services if the invoice remains unpaid. If after this you still do not pay, your number will be permanently deactivated.

You can pay your invoice by online payment or by direct debit.
– Online payment: To pay your invoice online, go to our Mobile APP or Customer Portal (https://wsc.undo.be/). Below your subscription, you will see a box showing the open invoices to be paid. Click on the “PAY €xx.xx” button and follow the instructions to pay your bill. You can also pay it by going to “MORE”, then “MY INVOICES AND PAYMENTS” and then clicking on the “PAY €xx.xx” button.
– Direct debit: To pay your invoices by direct debit, go to our Mobile APP or Customer Portal (https://wsc.undo.be/). Go to “MORE”, then “MY INVOICES AND PAYMENTS” and then click at the top right on “PAYMENT METHODS”. Select “Direct debit” and follow the instructions to activate your direct debit. This payment method will only be effective from the next invoice so if you still have an unpaid invoice, you must pay it online as described above.

When an invoice remains unpaid, you go through several steps:

– Invoice due date. By default, you have 15 days after receipt to pay.

– Reminder. If payment is still missing, you receive a reminder by email and SMS. On the 2nd email reminder, a reminder fee of €8 is charged on your next invoice.

– Suspension of your services. In case of persistent non-payment, your call, SMS and data services are temporarily blocked. Your number does still exist.

– Permanent deactivation. If even after suspension the outstanding invoices are not paid, your number is permanently deactivated and can no longer be restored.

To avoid this trajectory, pay any outstanding invoices as quickly as possible via the UNDO app or My account at https://wsc.undo.be/?lang=en. Or set up a direct debit so your invoices are paid automatically. Having a temporary payment difficulty? Contact us — we’ll find a solution together.

Have you paid an amount you didn’t owe — for example a double payment, an invoice that has since been credited, or an amount that was wrongly debited — we automatically deduct this amount from your next invoice, but if necessary you can also request a refund.

Send us an email at support@undo.be with:

– Your UNDO phone number or customer number

– The amount you’d like refunded

– The reason for your request (for example: double debit, invoice credited, etc.)

– If possible: a screenshot or proof of payment

We review your request and provide an answer within 5 working days. Approved refunds are transferred within 10 working days to the account from which the original payment came.

A refused direct debit can have various causes — insufficient balance on your account, an expired bank card, or a change of account number. What you do now depends on the cause:

If the refusal was one-off (for example due to a temporarily low balance), you can pay your invoice manually via our app or My account at https://wsc.undo.be/?lang=en. Click under your subscription on “PAY €xx.xx” and follow the steps. Due to this refusal, your direct debit at UNDO is automatically stopped and you need to set it up again via our app or My account at https://wsc.undo.be/?lang=en: Go to MORE, then MY INVOICES AND PAYMENTS, and click in the top right on PAYMENT METHODS. Select Direct Debit and follow the steps.

If you have a new account number (even within the same bank), you need to set up the direct debit again with the new IBAN. Go in our app or My account at https://wsc.undo.be/?lang=en to MORE, then MY INVOICES AND PAYMENTS, and click in the top right on PAYMENT METHODS. Select Direct Debit and follow the steps.

A refused direct debit costs €5 extra (administration fee). You’ll see this on your next invoice.

To change your payment method, go to our mobile app or to “My Account” (https://wsc.undo.be/). Go to “MORE”, then “MY INVOICES & PAYMENTS” and click on “PAYMENT METHODS”. You will then be able to choose between “Online payment” or “Direct Debit”. If you choose “Direct Debit”, follow the simple steps on the screen. You will need to make a verification payment to verify that you are the owner of the specified bank account. This verification payment of €0.02 will be automatically refunded within 3 business days.

Also consult the FAQ “How do I pay my bill?” » to discover in detail the different payment methods.

Setting up a new account number for your direct debit, you do this yourself in our app or via My account at https://wsc.undo.be/?lang=en:

1. Go to MORE, then MY INVOICES AND PAYMENTS.

2. Click in the top right on PAYMENT METHODS.

3. Select Direct Debit and enter your new IBAN.

4. Confirm with a verification payment of €0.02 — this is refunded within 3 working days.

From the next invoice, the amount is automatically debited from your new account.

Important: do you still have an outstanding invoice before setting up your direct debit? Pay it first manually via the “PAY €xx.xx” button in the app. The new direct debit only applies to subsequent invoices.

Your invoices are sent by email at the beginning of every month. If the email doesn’t arrive, or if you need an older invoice:

– Check your spam or junk folder.

– If you don’t find it there, you can find your recent invoices in our app or My account at https://wsc.undo.be/?lang=en. Go to MORE, then MY INVOICES AND PAYMENTS. At the bottom you’ll see an overview of your available invoices, with the option to download each PDF file.

Do you need an older invoice that is no longer in the app or My account, contact us. We’ll send you a copy by email.

Are you systematically not receiving any invoices by email, let us know. Then we’ll check whether your email address is correct in our system and whether there’s no technical problem with email delivery.

If you have extra charges on your invoice and you don’t know where they come from, here’s an overview. These extra charges are usually related to:
– additional consumption outside your subscription. Please check page 2 of your invoice to see exactly what these additional charges relate to (calls/SMS/data)
– a refused direct debit: €5
– a reminder fee for an unpaid invoice: €8

To view your payment history, go to our mobile app or to “My account” (https://wsc.undo.be/). Go to “MORE”, then “MY INVOICES AND PAYMENTS” and at the bottom you will see an overview of all your payments made for UNDO with the date and amount.
Would you like to view your invoices? These are sent to your email address at the start of each month. You can therefore consult them in your mailbox. If you have not received it, please also check your Spam/Junk folder.

Your CO2 emissions are a result of using your smartphone on a daily basis. Smartphones work on various rare earth minerals such as gold, cobalt, lithium, silver, and silicon. The mining of these components releases carbon into the atmosphere. Similarly, the manufacturing of the smartphone also causes emissions. As a user of smartphones, we also rely on our 4G/5G networks to make calls, surf on internet, use various applications, and occasionally send text messages. These networks consume electricity to power up and function. Electricity often comes from non-renewable sources and causes emissions as well. Similarly, our phones need to be charged which again consumes electricity and causes emissions. All these sources combined lead to CO2 emissions that can be attributed to us as a user.

As an UNDO member, you have the chance to contribute to the fight against climate change. Planting trees is surely one of the simplest ways of helping and having a direct impact. That is why each new member joining UNDO plants one tree by default in our UNDO Forest – a natural carbon sink. But that is not all, every UNDO member can also support emerging carbon removal technologies such as biochar, CCS, and enhanced weathering via “UNDO Removal”. Your monthly emissions calculated via our mobile app can be neutralized by assigning the same or greater number of KGs across one or more removal projects of your choice that UNDO proposes.

The overall emissions displayed include the following:

(1) DEVICE – UNDO computes the emissions produced during the manufacturing of your device, taking into account whether your device is new or used. The data is gathered from environmental product reports issued by manufacturers like Apple, Huawei, and Fairphone.

(2) BATTERY CHARGING – UNDO estimates your daily power consumption and resulting emissions based on how much time your device spends under charge.

(3) TELECOM USAGE – The energy consumed by the network to provide you with services such as calls, text messages, and data is calculated by UNDO according to your number of calls, SMS, and GBs used.

(4) ONBOARDING & ACTIVATION – UNDO also factors in the one-time emissions resulting from the ordering, the sending as well as the activation of your UNDO SIM card. If it is a:
– Physical SIM card, this represents a total of 8,1 KG of CO2
– eSIM, this represents a total of 3,1 KG of CO2.

With UNDO you compensate your mobile CO2 emissions in 3 steps via the UNDO app or My account at https://wsc.undo.be/?lang=en:

1. Check your emissions. Go to the SUSTAINABILITY section. There you’ll see your monthly CO2 emissions, calculated based on your device, its charging and your telecom usage.

2. Assign your available KGs. Click on UNDO REMOVAL and choose which project you want to assign your KGs to.

3. Confirm your compensation. Click on COMPENSATE. Your emissions for that month are then neutralised.

Need more KGs than your subscription contains? You can buy extra KGs as an add-on via the app or My account.

Just like GBs each UNDO subscription includes a certain amount KGs (Kilogrammes). Consider these as your personal emission credit that can be used to compensate your monthly emissions resulting from your smartphone use. You can find these KGs and carbon compensation projects in the “UNDO Removal” section. Just log in to the app, assign KGs to the project you like and hit “Compensate”! This allows each member to choose the project(s) that best suit them in just one click. In case your emissions are higher than the available KGs you can purchase extra KGs in the form of add-ons. You can find these add-ons by tapping on ‘SHOW ME’ in ‘Your Tariff’ section via the mobile app or web customer portal. Your KGs that remain after compensation will be carried over and added to your available quota next month.

UNDO Removal aims at connecting the UNDO community to literally carbon removal technologies! In an attempt to balance the amount of carbon released due to human activity, these technologies ensure the removal of atmospheric carbon and long-term storage for over 100 years in different forms such as demolished concrete, or underground sequestration! One of the most critical challenges of the present day faced by such technology-driven projects is the high cost of project execution, which can be lowered by applying the principle of economies of scale. UNDO procures high-quality, certified REMOVAL credits from individual project developers across the globe. Projects are verified by independent 3rd party agencies and follow internationally recognized benchmarks and reporting standards such as Gold standard, Puro earth, and Verra. For our members, UNDO removal is a way to choose projects of their choice and be carbon-neutral by compensating their emissions every month. You can use your CO2 KGs pre-included in your monthly subscription at no extra cost.

For our UNDO community, “UNDO Removal” is a way to choose the carbon offset project of your choice and be carbon neutral by offsetting your CO2 emissions each month. You can use your KG of CO2 already included in your monthly subscription for free and at no additional cost! However, if you do not have enough KG available in your subscription, you can always purchase more. Here are our complementary and optional add-ons that you can purchase:

• 2 KG CO2 – 1 €
• 5 KG CO2 – 2 €
• 10 KG CO2 – 3.50 €

You can activate them in your app or in “My account” (https://wsc.undo.be/). Under “YOUR TARIFF”, you can click on “SHOW ME” to activate the add-ons.

UNDO Forest is a project that aims to create a natural carbon sink that will absorb and store carbon below the ground in soil. It’s 100% owned by UNDO. The project is being developed in the Democratic Republic of CONGO, near the town of Kinshasa. We work in collaboration with our partner IBI Village, which helps us with on-ground activities. The project aims to plant 25.000 trees in its 1st phase. The concept of agroforestry is applied that ensure maximum utilization of the land and turn a dry savannah into a habitat filled with acacia, corn, and manioc. Every new subscription guarantees planting 1 tree but that is not it. Under the project, our members can also support additional social initiatives by adding “UNDO Forest” add-ons to their monthly subscription. This way our community not only helps the planet but also helps out the local population by providing employment, and aid, much like the UN sustainable goals.

UNDO provides regular updates about the progress of the project and on ground activities via photos, videos, or even interviews of locals via our social media channels. Follow UNDO on Facebook, Instagram, Tiktok to stay updated.

UNDO Forest add-ons are initiatives that are aimed at improving the lives of the locals and helping quicken the planting of trees in our UNDO Forest.  The projects are actually picked from the list of wishes that was put together by the locals that live nearby and help us in maintaining the trees, planting new ones or even building firewalls to protect our precious forest from burning down in natural forest fires during the dry season. These initiatives directly help improve the quality of life of the locals in the form of planting more trees, providing medical aid for local families, educational support for their children, buying farming tools, or even preserving important members of the biodiversity such as bees!

You can find these add-ons by tapping on ‘SHOW ME’ in ‘Your Tariff’ section via the mobile app or web customer portal.

UNDO plants trees in Congo rather than in Belgium to make a greater environmental impact and support global sustainability goals. The Congo Basin is one of the world’s most important carbon sinks, absorbing far more carbon dioxide than forests in Belgium due to its tropical climate and fast-growing trees. By focusing reforestation efforts in this region, UNDO helps combat severe deforestation, which is a major contributor to global carbon emissions.

Additionally, restoring the Congo’s forests helps preserve biodiversity and protect endangered species. The vast areas of degraded land available in Congo also allow for large-scale tree planting, which wouldn’t be feasible in more urbanized regions like Belgium. This approach maximizes the positive impact on climate change, ecosystems, and local communities.

To offset your CO2 emissions, go to our mobile app or in “My Account” (https://wsc.undo.be/). Go to “SUSTAINABILITY”, you will have an overview of your CO2 emissions and compensations. Your monthly emissions that we calculate can be neutralized by allocating the same number or a greater number of KG to one or more carbon removal projects of your choice.
With “UNDO Removal”, you can use your available KG of CO2 already included in your monthly subscription for free, at no additional cost! This allows you to be CO2 neutral by offsetting your CO2 emissions each month. However, if you do not have enough KG available in your subscription to be carbon neutral, you can always purchase more if you wish. Here are our optional add-ons that you can purchase:
– 2 KG CO2 – 1 €
– 5 KG CO2 – 2 €
– 10 KG CO2 – 3.50 €
You can activate them in your mobile app or in “My account” (https://wsc.undo.be/). Under “YOUR RATE”, you can click on “SHOW ME” to activate these additional add-ons.

When you first access the “SUSTAINABILITY” section on our mobile app, you will need to configure your “UNDO Tracker”. You will then receive a short tutorial of what you can do in the “SUSTAINABILITY” section. At the end of this tutorial, you will be asked if you have a new or refurbished smartphone, so that we can correctly calculate your CO2 emissions. Once you have done this, your “UNDO Tracker” is configured.

It’s very simple! You can download our mobile app to do it or via our website by selecting the subscription of your choice.
1. You must first log in with ITSME to create your account.
2. Then follow the order steps until it is finalized.
3. You will receive an email confirmation of your order.
4. Afterwards, send us an email to “support@undo.be” with the contact details of your company: Company name, last + first name of the legal representative, company address and VAT number. We will do the necessary to change your private account into a business account.

If you order an eSIM, you will receive a second email with the QR code of your eSIM in order to install it on your smartphone. The activation of your number with an eSIM is generally active within the hour and you can start using it immediately, unless you have made a request for a number transfer. In that case, the delay mainly depends on your current operator!

Do you already have an UNDO subscription in your personal name and want to receive invoices in your company’s name from now on, we’ll take care of that for you. You don’t need to take out a new subscription and you keep your number.

Send us an email to support@undo.be with:

– Your current UNDO number

– The company name

– The VAT number (BE…)

– The address of the registered office

– The first and last name of the legal representative

– Your company’s email address (if it is different from the one on your personal account)

We convert your account to a business account. From the following month, your invoices appear in your company’s name, with VAT mention.

Want to redirect your direct debit to the business account? You can set this up yourself via our app or My account at https://wsc.undo.be/?lang=en. Go to MORE, then MY INVOICES AND PAYMENTS, and click in the top right on PAYMENT METHODS.

As a UNDO customer, you can take part in our Member Get Member program and earn discounts by inviting friends, family, or colleagues. Once you’re registered for the program, you’ll receive your personal referral link by email, which you can easily share via WhatsApp, email or social media.

For every friend who becomes a UNDO customer via your link, you will receive a €4 discount per month for 12 months. The person you refer will also receive a €2 discount per month for a whole year. These amounts are automatically deducted as a discount on your monthly invoice. The first discount will be applied to the invoice for the month following the one in which your friend joins UNDO. Have you invited several friends and built up more discount than your monthly amount? Then you simply pay €0.

As many as you like! There’s no limit to the number of people you can refer. The more friends you invite, the more you save — your UNDO subscription could even become completely free.

Yes.

• – The new customer must sign up using your personal referral link.
• – The referred person must be a new user who has not previously subscribed to UNDO.
• – The discount remains valid as long as both of you have an active subscription. If the person you invited cancels their subscription before the end of the 12-month promo period, your discount will also stop from the same point onward. The discount will be applied for the last time in the month prior to the month of cancellation.
• – This offer is not valid on the UNDO Zero Waste plan (4€).
• – UNDO reserves the right to update the terms or duration of the program. You will always be notified in advance.

Feel free to reach out — we’re happy to help!

• – Email: support@undo.be
• – Phone: +32 490 46 19 99

Available: Monday to Friday, from 8:30 a.m. to 5:00 p.m.