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Frequently Asked Questions


Q: What is the PIN Number?

The Personal Identification Number (PIN) of your SIM Card is a secret number of four digits, which is used to activate the SIM card.

Q: Where will I see my SIM PIN?

Your Unique PIN will be printed on the SIM Card Holder.

Q: What is the PUK Number?

PIN Unblock Key (PUK) is required when an incorrect PIN Number has been entered three times, the PIN will become blocked. The PUK allows the SIM PIN to be reset.

Q: I blocked my SIM card, how do I get the PUK number?

The PUK Number is printed on your SIM Card Holder

Q: What SIM size does my Device need?

The Standard SIM should be inserted in your device

Q: Can I use my SIM for voice calls

No. Paratus currently only offers data services

Q: Will my unused MB be carried over to the next Month?

No. Unused MB will not be carried over to the next billing cycle, “Use it or lose it”. Pre-Paid Data is valid for 30 days from Top Up date

Q: What should I do if my SIM is damaged?

Damaged SIM cards will need to be replaced with the same MSISDN number, after paying a replacement fee. Visit the nearest Paratus Shop with a Copy of your ID to confirm ownership. If the SIM card is registered to a company – they will need to have an authorisation letter from the company as well as a copy of the requestors ID?

Q: What should I do if I lost my SIM Card?

Please contact our call centre to disable your SIM card to avoid data loss, and visit in store for replacement SIM card.

Q: What is the SIM replacement Fee?

N$20.00 incl Vat. This does not cover the device – a replacement device will need to be purchased

Q: What Number may I phone for Help?

You Can Phone the Call Centre at 083-LTE or 083 583

Q: Where will I be able to use my data device?

LTE services are currently available in Windhoek only within coverage areas.

Q: What can I do when my data is depleted?

Access the Paratus portal to purchase Out of Bundle data, as well as from the Paratus retail outlet at the Grove Mall or Katiti Vendor

Q: May I still access the Portal, if I don’t have any data?

Yes, the Portal is free and connection will be granted

Q: Will I be able to access  4G LTE, 3G and 2G on Paratus network?

No, we only offer 4G LTE Services

Q: May I Roam with my data package?

Roaming is not applicable to the Paratus SIM card