Top-Up FAQs
Top Up Plans & Bundles
How to Top-up
Phone Setup & Repair
How to Switch to Epic
How do I check how much bundle I have left?
You can check your bundle balance and validity by sending a free blank SMS to 16290. You can also log into your account on the Epic App to view your credit and bundle balance.
How do I buy a bundle?
You can buy a bundle through your online Epic account or on the Epic App, or by sending an SMS with the bundle code to 16200. Your bundle will be purchased as long as it is compatible with your current plan.
How will I know that my bundle was purchased successfully?
You will receive a confirmation SMS once your bundle has been successfully purchased, and can start using it from then until it expires or until it is consumed. Should you start making use of your services before receiving this confirmation SMS, standard out of bundle rates will apply since usage cannot be done from the bundle until it is successfully purchased.
Can I renew my bundle early?
Yes, you can renew a bundle before the previous one expires. To do this, simply cancel your old bundle by sending an SMS with the bundle unsubsciption code to 16200. Upon receiving confirmation that it has been cancelled, you can buy it again online, from the Epic App or via SMS. If you are on an opt-in top up plan, simply top up with the required amount again to renew your bundle.
How do I pay for a bundle?
You can pay for your bundle using your mobile credit or a bank card when purchasing through your online account or from the Epic App, by selecting your preferred payment method. If you purchase a bundle by sending an SMS with the bundle code to 16200, payment will be automatically deducted from your mobile credit.
How do I cancel a bundle?
You can cancel your bundle at any time, by sending an SMS with the bundle unsubscription code to 16200. This is usually STOP followed by the bundle name. You will still be able to use any minutes, SMS or internet left over from your current bundle until it expires, but it will then not repurchase again. You will receive an SMS confirmation once it has been cancelled.
Why did my bundle repurchase automatically?
If you have purchased an automatically recurring bundle, this will repurchase again from your chosen payment method as soon as it expires. You can stop this at any time, by sending an SMS with the bundle unsubscription code to 16200. This is usually STOP followed by the bundle name. You will receive an SMS confirmation once it has been cancelled.
Why is my bundle not repurchasing?
If your bundle is not repurchasing successfully, check that:
- You have enough funds in your chosen method of payment
- If you are paying by bank card, check that your bank card details are correct and valid, from the My Bank Cards section on your Epic account
- If you already have a previous bundle active, follow the previous step to cancel this first before you purchase a new one.
Topping Up
Ways to top-up
You can top up your mobile credit in any of the following ways:
- Through your online Epic Account on our website here or Epic App, by clicking on Top Up
- Top-Up Voucher
- Bank ATM
- Mobile SMS Top-Up for BOV and HSBC customers
- Set up Easy Top-Up from your epic account on our website here.
4% Excise Tax applies and is automatically deducted from each top-up.
Does mobile credit expire?
Your mobile credit will not expire, but you need to make at least one chargeable event (a call or SMS or data session that costs credit) per 180 days to keep your SIM card and credit active.
Easy Top-Up
Save time and effort on manually topping up with Easy Top-Up.
We’ll top up your credit automatically for you on your preferred date or when your credit falls below your chosen threshold.
How do I set this up?
- Log into your online Epic Account and select the Easy Top-Up option.
- Select your preferred Easy Top-Up method, amount, and your bank card details.
- You will be topped up within a few minutes and receive a confirmation SMS from us.
You can still top up yourself anytime while subscribed to Easy Top-Up.
You can also cancel Easy Top Up at any time from your online Epic Account.
SOS
If you’re in a bind with under €1 credit, apply for SOS €2 credit.
The €2 and an additional 40c service charge will be deducted from your next top-up.
How do I apply for SOS?
- Send SOS to 16250
You can only use SOS twice per top-up.
- We’ll send you a confirmation SMS once the €2 are through, but you can check by sending a free blank SMS to 16290.
Roaming
Click here for all the information you need on how your plan works outside of Malta.
Calling Abroad
Click here for applicable rates when calling abroad with your plan.
Notice to customers
As of 11th of January 2024 we changed disconnection rules for our Prepaid tariff plans. Now to keep prepaid line connected, customer should make any chargeable event within 180 consecutive day period (365 days originally).
How to keep my prepaid line connected?
To keep your line connected, you should: make a call, or send an SMS, or top up, or purchase a bundle, or use data at least once in a 180 consecutive day period.
My line was disconnected, may I reconnect it?
All registered customers have 30 days from their disconnection date to apply to port or reactivate their number.
Check your balance
Keep an eye on your account 24/7 from our mobile app.
You can also send a blank SMS to 16290, and we’ll get back to you with your credit balance, bundle balance and bundle validity, if applicable.
Don’t worry! It’s a free service, so you don’t need any credit to see your balance.
Phone Setup & Repair
Setup your Phone
Internet Settings
You may need to set up your phone for mobile internet. We have a step-by-step guide to help you do that right here.
Voicemail
From time to time, you might miss a call. Voicemail has you covered. Learn more about how it works and how to set yours up here.
Email Settings
The email app on your mobile phone might need you to set an outgoing mail server for you to send and receive emails seamlessly. Our Epic mail server is mailrelay.telco.mt.
Repair your Phone
If you took a phone with your agreement, but it’s not working as it should and is still under warranty, we can help you. Just bring your phone to our Birkirkara Service Centre
We will:
- Keep you connected by giving you a loan phone on the same OS you’re used to, be it iOS or Android.
- Commit to fix or swap your phone within 15 working days (if an assessment shows a manufacturer’s defect).
- Keep your original warranty period secure when you bring your phone for repair. We can do this as a Recognised Official Reseller.