Following are answers to the most frequently asked questions. Choose your service of interest from the below list to view its related FAQs.
How can I activate CLIR?
If you hold a prepaid line: Send an SMS to 1188, including “CL” or via touch mobile app/website. If you hold a postpaid line: Via touch mobile app/website or by contacting any Customer Care channel (Live Chat, our Service Centers etc.).
I tried to activate this service during my grace/barring period but I received no answer?
If you hold a prepaid line: You cannot subscribe to the CLIR service during your grace period, however if the service is already active, it will be automatically renewed during the grace period, if there is enough credit.If you hold a postpaid line: You cannot subscribe to the CLIR service during the barring period of outgoing calls. You should settle your dues in order to be able to add any service.
How can I transfer credits?
You need to send a message to 1199, including the number to transfer credit to, followed by the letter T and the amount of whole dollars between $0.5 and $3. Each transaction will cost you $0.14 + the applicable SMS rate. Example: 03xxxxxxT1 or 70xxxxxxT1 or 71xxxxxxT1 etc. for a $1 transfer.
Why can’t I transfer credit successfully?
Please make sure that: The message center number saved on your mobile phone is: 009613996060. Both lines are not in the Active period. The prepaid line transferring credit should have a minimum remaining balance of $0.54 after the transfer is done.
When I send credit, I receive the following message, “Invalid message”. What’s wrong?
When sending credit, write the mobile number, followed by the letter “T” and the amount to be transferred in dollars (can transfer 0.5, 1, 1.5, 2, 2.5 or 3 dollars per transaction). Example when sending $1: 70xxxxxxt1 or 03xxxxxxT1.
How can I transfer credits?
You need to send a message to 1155, including the prepaid number to transfer credit to only and $1 will be transferred at a cost of $0.09 per transaction with a limit of 10 transactions per billing cycle. (New postpaid customers can benefit from this service 3 months after the line installation date).
When sending credit, I receive the following message; “Max Limit Reached”. What’s wrong?
Postpaid lines can only send $1 per message and only 10 times per month.
I am sending $1 to party B and party B seems not to receive the credit, why?
Please make sure that party B is not an SSS plan (Start, Smart or Super) and is in the active period.
How can I activate Daily Data bundles on my prepaid line?
To subscribe to a Daily Data Bundle (if you hold a Magic, SSS or Student line), please send “HD2” (20MB/$0.1 for 2 Hours), “HD6” (50MB/$0.2 for 6 Hours), “DD” (50MB/$0.34 for 1 day), "DD2" (200MB/$0.67 for 2 days), "DD4" (700MB/$1.34 for 4 days) or "WD" (1GB/$2.34 for 7 days) by SMS to 1188.
Are the Daily Data bundles auto-renewable?
No, daily data bundles are not auto-renewable.
What is 4.5G?
It is the fastest mobile broadband connection in Lebanon.
Where can I add the 4.5G service?
You can activate the High Speed Internet service 4.5G on your existing touch line or by issuing a separate Data Only SIM card (whether holding a touch line or not).
What are the needed settings?
Make sure your device is LTE/4G enabled, by switching the network mode under network settings to 2G/3G/4G or GSM/WCDMA/LTE (auto). Also make sure that the Access Point Name (APN) is 'touch'. For detailed instructions, visit the "Devices" section.
Are my unused MBs carried over to the next month?
There's no accumulation of MBs with the 4.5G service from one month to another.
How do I know if I am on 4.5G network?
If you're connected to touch 4.5G network, the phone screen will display 4G or LTE next to the network bar.
Does video call consume from my MBs when using the default video call service?
Not at all, you're only charged for the video call minute rate.
Can I make an international Video Call when using the default video call service?
Yes, if the other operator supports this feature.
How much does a Data-Only SIM card cost?
The cost of a Data-Only SIM card is $6 excluding VAT for postpaid customers and $17 excluding VAT for prepaid customers (including $11 worth of credit).
Do I lose any remaining credits on my Data-Only SIM card?
Not at all, credits will accumulate every time you recharge.
Which recharge vouchers can be used to top up my prepaid Data-Only SIM card?
You can use any recharge voucher to top up your Data-Only SIM card, whether it's magic, Start, Smart or Super.
How can I recharge my prepaid Data Only SIM card?
You can recharge your prepaid Data Only SIM card using any of the following methods:1.USSD Recharge: *200*14 digits#.2.Web Pin Recharge.3.Third Party USSD Recharge.4.e-Recharge.5.Post to Pre Recharge.
How can I manage my data consumption?
1.Disable automatic syncs and updates: change your mobile phone settings to allow manual update download or select the option to automatically update only when in the range of Wi-Fi network. 2.Identify high consuming applications by checking your mobile phone data usage counter. 3.Set data usage limit on the phone if available. 4.Disable widgets and restrict background data on your mobile phone. 5.Monitor your usage: keep an eye on your current balance through the touch app and, in case of overconsumption, subscribe to a larger data bundle to supplement your monthly data usage.
How can I pay my bill?
You can settle your bill through any of the following channels:1- Via a Bank Direct Debit2- At touch stores (touch service centers/Certified Outlets/Ogero PoPs)3- Bill e-Pay4- ATM Bill Payment5- Appointed payment channels (BoB Finance/Cash United/Libanpost/OMT/Wish Money)6- Door to door (Jibayat - DNC)7- Via BLOM bank mobile app (for e-Blom customers only)
Is there a limit for online payment with the cards?
The card monthly limit is 35,000,000LBP for local cards and $3,000 for international cards.
I forgot my PUK code, what should I do?
You can check your PUK code by:1.Logging in to our website and then go to ‘my touch’ or via touch mobile app under current balance' 2.Live chatting with us here3.Using our IVR self-service.
How can I recharge my prepaid line?
You may recharge your line by:1- USSD: *200*14-digit recharge voucher#OK2- Third Party Recharge/Pre to Pre: *300*961XXXXXXX*14-digit recharge voucher#OK3- Post to Pre Recharge: Send an SMS from a postpaid line to 1166 including the 8-digit mobile number you wish to recharge followed by “R” & the denomination: “10” for the 10 days or “30” for the 30 days voucher4- e-Recharge online via touch app or website using a debit/credit card5- PIN Recharge: via touch app/website by entering the recharge voucher code and the prepaid number6- ATM Recharge using a debit/credit card
-The card daily limit is 3,000,000LBP for local cards and $250 for international cards.-The card monthly limit is 3,000,000LBP for local cards & $500 for international cards.
How do I report a network quality problem?
All you need to do is go to touch mobile app, then Customer Care and click on "Report Network Quality".
How can I activate a song?
To activate a song, dial 1001 (local rate/min + $0.30/min surcharge), purchase a tone ($0.24) and "Samme3ni" will be automatically activated on your line.
What does social bundle grant me access to?
Social Bundle is a data bundle that gives you dedicated access to most popular social media platforms like Facebook, WhatsApp, Instagram, Twitter and Snapchat.
How can I activate the social bundle on my line?
If you are a prepaid user (Magic/SSS/Student), send an SMS including “S” to 1100 or through Touch App/Website.If you are a postpaid user, send an SMS including “SB” to 1133.
How can I switch my postpaid line to a prepaid line?
You only need to pass by one of our service centers/certified outlets or points of presence (POPs) in person.
What is the cost of the transaction?
The prepaid line activation fee is $7. Note that all postpaid line unpaid dues (if any) should be settled prior to the transfer.
How can I transfer my prepaid line to a postpaid line?
Line transfer is easy & free of charge. You only need to pass by one of our service centers/certified outlets/points of presence with the below documents for the transfer to take place, in addition to answering questions authenticating the details of the line holder:1.An ID (personal ID or passport)2.Cash deposit or a Bank Direct Debit3.SIM card
What should I expect on my first bill?
Here’s what your first bill would generally include:1- One month in advance monthly subscription fee and services (if any).2- Prorated charges for a partial month if you have activated your line or any services in the middle of a billing cycle. 3- Usage charges incurred during the same billing cycle (i.e. calls, SMS, additional data charges, etc.).
Why is my bill higher than normal?
You may have:1- Exceeded your monthly allowance of minutes, texts or data. 2- Upgraded, changed or added a new bundle or plan and prorated charges were incurred.3- Transferred credits or recharged a prepaid line from your line.
How can I check my invoice and/or current monthly usage?
1- You may call 114 ($0.14/call) or send an SMS including “Bill” to 114($0.07/SMS).2- You can log in to touch website (go to my touch) or mobile app (go to current balance).3- Visit any touch store. Important to note that if you regularly go over the bundled allowance, you can change/upgrade your plan anytime online (via the mobile app or website).
How can I request a detailed bill?
You can visit any touch store (service centers or PoPs) in person to request a monthly detailed bill for your postpaid line, free of charge, and have it delivered to your email account. Requirements:1- ID, passport or a recent civil extract and 2- An email address.
How can I check my previous bills?
You can view the past 3 months of bills on touch mobile app and/or website. After 3 months, you may visit any touch store (service centers or PoPs) in person with your ID, passport or a recent civil extract and request a statement.
How can I activate WhatsApp bundle on my prepaid line?
To subscribe to WhatsApp bundle, send "WA" (200 MB/$1.34) or “WA2” (300 MB/$2) to 1100 (free of charge), valid for 30 days.
Live Chat, use our IVR self service (24/7) or send us feedback here