OurFAQS

Our world-class support team is on WhatsApp at 060 015 0023, in the Melon App, or on our website. Real humans, ready to help.

Top ups can take a few minutes to reflect, but rest assured it’s captured on our side. If you still don’t see it after a few minutes, chat to us and we’ll have a look.

Every now and then we do experience network issues, often beyond our control. We work closely with MTN to get things back up as quickly as possible. You can check our social channels for live updates.

Your trial plan should kick in as soon as your SIM is active. Try closing the Melon App or restarting your phone. If it’s still not showing after that, chat to us and we’ll sort it out.

It could be an MTN issue, your SIM, or your device. A few things to try first: restart your phone, check your APN settings (these are different for Apple and Android), and make sure you have voice minutes or data available. Still stuck? Chat to us.

It can take up to 24 hours to reflect. If your details still haven’t updated after that, chat to us and we’ll have a look.

Sometimes those pesky gremlins mess with our systems. We promise the plan you chose is the plan you’ll get. Chat to one of our agents and we’ll fix it.

Not cool. You should have received a tracking number for your SIM, and our delivery partners are pretty reliable. Track it from the link in your email, or chat to a support agent and we’ll chase it for you.

RICA is an important step, so we get why this is frustrating. Failures usually mean some of the info supplied doesn’t match, or something glitched on our side. Either way, our support team can sort it out fast.

Your SIM can take up to 24 hours to activate. Between you and us though, it’s usually a lot quicker, often instant. You’ll get a text from us the moment you’re live.

We’re not always sure why pins are slow. After a couple of tries, if it’s still not coming through, chat to a Melon support agent and we’ll get it sorted.

We’re sorry to hear that. The fastest way to sort this out is to chat to one of our support agents on WhatsApp or through the App.

We’ve got a dedicated business support team. You can book a callback from the Melon Business website, chat to us on WhatsApp, or email us, whichever suits you.

Easily. You can pause, port out or cancel any SIM straight from the portal. No drama, no waiting for the end of a contract.

No 24-month commitments here. Plans are month-to-month, so you can scale up or down as your business changes.

Yes. The Melon Devices store is available to businesses too. Equip your team with new Samsung or iPhone devices, with flexible payment options and a free 3-month Unlimited Plan included with every phone.

We’ve made RICA simple and digital. There are no in-store visits and very little paperwork. It only takes one RICA for the whole business.

We offer same-day porting in most cases, with very little admin on your side. You give us the numbers you want to bring across, and we handle the rest.

Everything is done through the Melon Business Portal. From there you can activate new SIMs, change plans, assign SIMs to team members, view usage and pay your bill.

Yes. Your sales team probably needs more voice whilst others might need more data. With Melon Business, you can choose the exact mix of Data, Voice and SMS for each person.

You can build your own plan for every SIM, based on your needs and budgets. Or choose one of our Uncapped Plans. Pricing starts at R199 per month and scales with the data and voice your team needs. A few of the most popular options: 5GB Business Lite: R199 per month (500 voice minutes, 500 SMS). 10GB Uncapped: R299 per month (uncapped calls and SMS). 15GB Uncapped: R399 per month (uncapped calls and SMS). 50GB Uncapped: R599 per month (uncapped calls and SMS).

Yes. We offer a 30-day free trial that gives you 5 SIMs loaded with 10GB of data each plus uncapped calls and SMS. Try it on us, then decide.

Same network, same flexibility, but built for teams. You get a dedicated business portal, multi-SIM management, custom plans per employee, central billing and a support team that knows business.

Startups, SMEs and larger companies. Whether you’re kitting out a team of 5 or 5000, we’ve got plans and tools to fit.

Melon Business gives any business the freedom to create flexible monthly plans, manage multiple SIMs and control your mobile spend, all from one easy portal. It’s Melon Mobile with even more benefits for business.

Yes. Melon Roaming works on both a physical Melon SIM and a Melon eSIM. If you’re using an eSIM, just make sure it’s active on your device before you travel.

For the best experience, and to avoid any unexpected charges, we recommend buying a Melon Roaming bundle before you go. Bundles give you predictable pricing and the data, voice and texts you need wherever you are.

No drama. Top up directly in the Melon App from anywhere in the world and you’ll be back online in minutes.

We pretty much have every destination covered, but definitely cover the most popular travel destinations across Africa, Europe, the Americas, Asia and beyond. You can check the full list of supported countries in the Roaming section of the Melon App.

It depends on the country and the size of the bundle you choose. We’ve got options for short weekend trips right through to longer stays, and even multi country options. You’ll see the exact price before you commit. No surprise charges when you get home.

Yes, your Melon number stays with you. Once you’ve activated a roaming bundle, you can use data, send texts and make calls just like you would at home.

It’s super simple: Open the Melon App before you travel. Head to the Roaming section and pick your region and destination. Choose a bundle based on how long you’ll be away and how much data you need. Activate it. You’ll be ready to go the moment you land.

Yes. Melon Roaming keeps you connected when you’re out of the country, without the nasty bill shocks when you get home. You can pick up a roaming bundle for the country (or region) you’re heading to, all from the Melon App.

If you’re mostly chatting on WhatsApp, a dedicated bundle is more cost-effective and keeps your main data free for browsing, streaming and apps that need it.

Yes. WhatsApp activity uses your WhatsApp Bundle first. Everything else continues to use your regular Data balance. Two pots, working together.

We’ll send you a heads up before it does. Once it’s used up, WhatsApp will start pulling data from your regular plan or top-up balance. You can buy another WhatsApp Bundle at any time from the App.

Validity depends on the bundle you choose. Each option in the App shows you exactly how long you have to use it, so you’re never guessing.

Pop into the Melon App or website, and choose a WhatsApp Bundle that fits how much you chat. You’ll see options for different sizes and validity periods so you can pick what works for you.

Your bundle works on WhatsApp activity, which usually includes: Sending and receiving text messages, voice notes, photos, videos and documents. WhatsApp voice and video calls. Status updates and WhatsApp channels. Things outside of WhatsApp (like browsing the web, streaming on YouTube, or scrolling Instagram) will pull from your regular data.

A WhatsApp Bundle gives you dedicated data to use on WhatsApp only, so you can chat, send voice notes, share photos and make voice and video calls without eating into your main data. Perfect for staying connected with friends without eating into your main data plan.

Chat to us right away. We’ll guide you through the warranty or returns process, and if the device is faulty we’ll repair or replace it as quickly as we can.

Each payment partner has their own quick approval process at checkout. There’s no long contract or piles of paperwork. You’ll know within a few minutes whether you’re good to go.

We’ve made it as flexible as possible. You can choose between: Pay in full upfront, using a credit card or instant EFT through our secure checkout. Pay in 4 equal payments over 6 weeks, or monthly over 3 months, at 0% interest. Spread the cost on your credit card over a few months, interest free. Pay over 6 or 12 months, with quick approval and no paperwork.

Every phone purchased through Melon Devices comes with a free Unlimited Plan for three months. The exact plan size depends on the device you choose, but they all come with unlimited calls and texts plus a generous chunk of data.

That would be preferable but not required. If you’re already with us, just let us know at checkout. If you’re new, and want to get the 3-month mobile plan for free, you’ll pick a physical SIM or eSIM as part of the order and we’ll get you set up.

Nationwide delivery usually takes 3-5 working days after your order has shipped. You’ll get a tracking number to keep tabs on it.

You have 7 days to return a device under the Consumer Protection Act if you’re not satisfied, and up to 14 days in line with our easy returns policy. If the device is faulty, you can return it too. Check our returns policies on the Devices site for the full details.

Yes. Brand new devices come with warranties. Pre-loved iPhones come with a 12-month warranty. Peace of mind, included.

A pre-loved iPhone has had a previous owner, but it’s been carefully checked, refurbished and tested before reaching you. Every pre-loved iPhone is in mint condition with at least 80% battery health.

Right now we stock brand new Samsung devices and iPhones. We also have a range of pre-loved phones. Both ranges are kept up to date, so check our store regularly for new arrivals.

Melon Devices is our online phone store. You can pick up a brand new smartphone (and a few pre-loved phones), with flexible ways to pay and a free 3-month Unlimited Plan thrown in with every device.

You need to be an active Melon customer with a plan or recent data top-up (in the last 30 days) to qualify.

Yes, refer as many friends (or frenemies) as you like. You’ll get a reward every single time.

It’s our way of saying thanks for spreading the word. Refer a friend or family member, and when they join Melon and pick a qualifying plan, you both get rewarded. We’re basically making BFFs over here.

Same drill as a physical SIM. Cancel as soon as you can by chatting to us in the App or on WhatsApp, and we’ll reissue your eSIM on a new device so you can pick up where you left off.

Chat to our team in the App and we’ll deactivate the eSIM on your old device and reissue a new one on your new phone. The whole thing usually takes a few minutes.

Absolutely. You can run your Melon eSIM as your primary line, or use it as a secondary line alongside another SIM. Handy if you’re stuck in a long contract you can’t escape just yet.

Yes. Just chat to our help centre in the App and our team will do a SIM Swap for you. Heads up: during the swap, you might be given a temporary number for a short while. Your real number switches over within the hour.

Usually under 2 hours, but most of the time it’s done within minutes. You’ll get a text from us as soon as you’re live.

New customers can pick "eSIM" when the App asks what type of SIM they want. You’ll be guided through a quick activation right there in the App. No store visit, no waiting for delivery.

We’ve put together a list of all compatible devices on our website under "eSIM Compatibility". If your phone is on the list, you’re good to go.

An eSIM connects you to Melon just like a regular SIM, only it’s completely digital and already built into your phone. If your device is compatible, you can download the Melon App and activate yours in minutes.

This happens sometimes. Most of the time it’s a quick fix with our support team. Chat to us in the App and we’ll get you sorted. If the card is damaged or unusable, we’ll replace it.

Almost. You’ll still need to do a Self-RICA, activate the SIM on the App or website, and port your old number if that’s what you want. After that, you’re a fully fledged Melon.

You’ll give us the delivery address (home or work, your call), and we’ll get it to you within 1-3 business days.

Our SIMs are made for smartphones and feature phones, and they’ll fit most of the latest devices.

You only get one shot at this one. But don’t worry, Melon lets you decide what comes next, so you can build a plan that works perfectly for you.

You can’t change the trial itself, but you can line up a new plan for when it ends. You can also top up your Data, Voice or Texts during the trial if you need more.

No, this isn’t your wedding. The trial is completely free, no strings attached. Once it’s done, you can decide whether you’d like to stick around. (We’re hoping you do.)

We’ve done extensive testing on this. Our pick is a watermelon mojito: fresh watermelon and mint, light rum, lime juice, a splash of fizzy club soda, and a touch of sugar if you want it sweeter. Perfect on a warm summer’s day, at a family braai, or chilling by the pool.

That would be lovely, wouldn’t it. Unfortunately the Free Trial is a one-timer. After that, you can build your own plan or pick from a bunch of really cool Unlimited Plans.

You can. Your new plan kicks in at the end of your current billing cycle. If you need anything in between, just top up to get you through.

You’ll need a credit or debit card linked to your account. Any transactions you make on the App, including recurring plans and top-ups, are securely charged to that card.

Log in, head to "Your Account", and the full history of your spending will be waiting for you.

We hope it never comes to that. The good news is you don’t have to wait 24 months to do it. Your plan is monthly, so if you really want to go, boohoo, you can pause your plan in the App or chat to us and we’ll sort it out.

You can reset your password yourself in the App, or ask our support team for a hand. Either way, we’ll get you back to Melon in no time.

First, deep breath: your account is safe with Melon. If you can’t find your phone, or it’s been taken, cancel your SIM as soon as you can. Chat to us on WhatsApp and we’ll send you a new SIM so you can get back to life quickly.

If your Melon SIM hasn’t been used for three months, it will be cancelled. To get going again, you’ll just need to grab a new SIM from us.

We’ll let you know before this happens, so you shouldn’t run out. But if it does happen, you can top up your account in seconds to get you through the month.

All of it lives on the App or website under "Your Account", along with a full history of any payments you’ve made.

Yes. We call it Family Plans. You can add up to 9 extra lines onto your account and manage their monthly Data, Calls and Texts from one place. Great for family, extra devices, or that best friend who keeps "borrowing" your hotspot.

Easy. When you log in, your plan details are right there on the home page under "Plans".

You can change your plan any time you want. Log into the App, build a new one or pick one off the shelf, and your new plan will activate on your next monthly payment date. You won’t lose any of the Data, Voice or Text purchases you’ve already made.

You can use any credit or debit card (preferably yours, and not one you found on the floor in the mall). EFT is on the way as well.

You’re not the first person to ask. We’ve put together a bunch of ready-made Unlimited Voice & Texts with Data Plans for different kinds of users.

That’s the beauty of Melon. There are no contracts and no set way of doing things. You choose your own plan based on how you actually use your phone. You can also change your plan every month. Need more data? Take more data. Fewer minutes? We’re fine with that. Simple as that.

It’s our way of letting you take Melon for a spin before you commit. You get 5GB of data, unlimited voice and unlimited texts for 30 days, completely free. You’ll need an active SIM to use it. (Quick heads up: we don’t recommend the "try before you buy" approach at your favourite restaurant. Trust us.)

Yes, of course. We wouldn’t want it any other way. You can keep your old number by simply porting it over to Melon. Or you can choose a new number from us and get rid of those pesky telemarketers who never stop calling.

Yes, and no. To download the App, you might need to use a bit of data (or just hop onto a Wi-Fi spot, ideally not one of those dodgy ones in a seedy part of town). Once it’s downloaded, the App is free to use and won’t cost you a cent.

We’ll deliver a physical SIM to your door in 1-3 business days (depending on your address). Or, if your phone is compatible, you can download an eSIM straight away and carry on with the sign-up journey from there.

Yes. It’s mahala. We want you to experience mobile the way it should be, so we’ll give you 5GB data, plus unlimited voice and texts, for 30 days at no cost. Once you’ve used that up, you can build your own monthly plan or pick from our Unlimited Plans.

That’s the easy part. Download our App from your favourite app store, or hop onto our website, sign up, and then Build Your Own Plan or choose one of our Unlimited Plans. You can also try us free for 30 days. Order your SIM to be delivered, or download an eSIM if your phone is compatible, activate it, and then you’re officially a Melon.

We like to think we’re different from everyone else. We’re fully digital, so everything happens on our App or Website. We’ve also looked hard at the things you don’t enjoy about mobile (24-month contracts, high prices, frustrating call centres, you know the list), and then built our offering to break all of that.

Melon is a digital MVNO (a mobile virtual network operator). We run off one of the country’s best networks, so we have coverage all over SA. We just don’t have the buildings and towers. We’re virtual, truly digital, and we like it that way.