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  • How do I check my bill and where can I make a payment?
    We made it easier for you to check and pay your bills. The easiest and fastest way is through our app, My Ooredoo that you can find in Apple Store or Play Store. Another way is through visiting our website and clicking on ‘Pay Now.’ You can also call us at anytime or visit the nearest branch or kiosk to you.
  • Why am I being charged the wrong amount for my postpaid subscription?
    If you feel there is an issue or are being over charged for a service please call 121 our 24/7 customer contact center hotline or visit your nearest branch. Your concern will be looked into promptly.  
  • When will my contract expire?
    This depends on what offer you subscribed to.  You can find  commitment details on the appendix you signed at point of sale. For a quick way to check the exact date  of contract expiration please call  121.
  • How do I cancel my contract?
    You must pay  the early termination fee and  then your contract will be canceled. Please call 310 who will assist you in connection with this matter. 
  • What contractual benefits do I get as a Shamel postpaid customer?

    Shamel provides you with the ability to get Ooredoo minutes & SMS

    Local SMS & minutes

    internet

    Take your unused Internet to the next month

    Freeze your Contract

    Transfer your Contract

  • Why have you sent me an SMS about consuming  80% of my  internet package?  It was just renewed.
    Ooredoo postpaid internet is roll-over enabled. This means that any MBs you did not use last  month will be forwarded to this month. This service ensures you get a chance to use all the internet you were promised. The SMS is related to your rolled over internet. 
  • Will I be charged if I consume all my internet pack?
    Yes, a small fee of 100 Fils/MB is applicable. If you are worried about using pay-as-you-go services you can either switch off your mobile internet and use only Wi-Fi or you can upgrade to a higher pack and stay connected all the time.
  • Where can I find out about your latest offers?
    Please visit our e-shop (https://shop.ooredoo.com.kw) You can shop at our online store we are open 24/7  and have exclusive online deals and will arrange a delivery for you within 48 hours or you can always just visit any of our branches, call 121 or download  My Ooredoo application from here (http://www.ooredoo.com.kw/getapp) for a quick look at ongoing promotions.
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  • What is the Program called?
    The Program is called Nojoom, which means ‘stars’ in Arabic.
  • What is the Program about?
    Nojoom is Ooredoo’s Rewards Program. You will be granted points based on your Ooredoo spending. You will benefit from an attractive range of rewards, services.
  • How does Nojoom work?
    Upon your Nojoom enrollment, you will be allocated to a tier based on your spending over the span of 6 months; Red, Silver, Gold or Al-Nokhba. You can earn Nojoom points through spending on Ooredoo’s eligible services. These points can be converted into rewards.
  • Who can enroll?
    All Ooredoo customers can enroll except customers with business plans.
  • How can I enroll in Nojoom?
    You can enroll by providing your Civil ID number via the following channels:
    • The Ooredoo Website (hyperlink to be embedded).
    • My Ooredoo application.
    • The Civil ID provided when registering to Nojoom should match the one used for your Ooredoo line.
    • You should complete your profile to validate your registration.
  • How many numbers can I acquire points from?
    You can link up to 10 numbers that are registered under your Name and Civil ID in Nojoom.
  • Can non-residents enroll in Nojoom?
    No, Nojoom is only open to residents with a valid Kuwaiti Civil ID
  • Can businesses enroll in Nojoom?
    No, only personal line members can be enrolled.
  • Does enrolling in Nojoom cost anything?
    No, Nojoom is free to join.
  • How will I be sure that I have enrolled to Nojoom?
    After successfully completing registration, a Welcome email and/or SMS will be sent to you.
  • What are the Nojoom tiers?
    To reward our best customers, Nojoom is designed with four tiers - Red, Silver, Gold and Al-Nokhba. The higher your tier, the more privileges and benefits you can enjoy.
  • How do I earn points?
    • Postpaid: points are earned upon full amount payment of bill within 25 days of bill issuance
    • Prepaid: points are earned through consumption of credit.
  • How many points can I earn?
    Earning Points depends on membership tier, for every 1 KD spent with Ooredoo:
    • Red members will earn 15 points.
    • Silver members will earn 20 points.
    • Gold members will earn 30 points.
    • Al-Nokhba members will earn 60 points.
  • What are the Stars used for?
    The Stars allow you to upgrade to the next tier once you collected the required amount of Stars for the next tier. The Stars are also evaluated on your assessment date to either maintain your tier or downgrade.
  • How can I earn Stars?
    You will earn 1 Star for every 10 KD spent with Ooredoo on telecom services. The accumulated points land you on the corresponding star.
  • How does a Nojoom member upgrade?
    A Nojoom member will be upgraded automatically when the number of Stars collected reaches the required amount for the next tier. Upon upgrade, your points are reset to 0.
  • Once I upgrade to a new tier, how long will I stay in this tier?
    Once you upgrade to a new tier, you will have 12 months (1 year) in this tier before the assessment date.
  • What happens on my assessment date?
    If you have earned enough points to meet the threshold of your current tier, (30 for Silver, 60 for Gold, 115 for Al-Nokhba) then you will maintain this tier. Otherwise, you will be downgraded.
  • How does Tier downgrade work?
    After 12 months of being in a tier, your assessment will determine your tier. If you did not collect enough Stars to maintain your tier, you will be downgraded.
  • Do I lose my Stars when I am assessed or upgraded?
    Yes, stars are reset after assessment or upgrade, but you will not lose any points.
  • What happens if I only pay part of my bill?
    Your Nojoom points and respectively stars will only be accredited when the full amount is paid within 25 days of bill issuance. You will not gain any points nor stars for partial payment.
  • What happens if I pay more than my billed amount?
    If you pay more than your billed amount, you will only receive points for the amount billed. No points or stars will be given for additional payments.
  • What kind of spending is not eligible for earning points?
    Promotions, free packs and device installments will not earn you additional points.
  • What is the expiry duration of my points?
    Points expiration is 2 years after they’ve been earned.
  • What are Bonus points?
    Occasionally, we may decide to run promotions. Should you choose to take advantage of these promotions, you will be issued bonus points.
    Bonus points are the same as Nojoom points. They can be used for redeeming rewards. In some cases, bonus points may expire quicker than Nojoom points.
  • What is my Nojoom primary number?
    The primary number is used to redeem points, access membership and update your details.
    You can change your primary number anytime by going to “My Numbers” section after logging in to My Account.
  • What is the secondary number?
    The secondary number is the one that is linked to your membership. It allows you to earn points to your Nojoom membership, but cannot be used for accessing detailed information or for redemption of points.
  • How can I check my Nojoom information?
    Enrolled Nojoom members can check their tier, points and stars through the following channels:
  • Can I redeem for an Ooredoo service and transfer rewards to another line?
    Yes – you can select a number you wish to transfer an Ooredoo reward to. However, this number should be an Ooredoo number.
    It is important that the number chosen is an Ooredoo Service Number and falls under the same type of service plan as the reward chosen (Postpaid/Prepaid). If the above does not apply, you will receive an error notification.
  • How do I redeem for a partner voucher?
    By selecting a partner and a voucher on Ooredoo’s portal after logging in to My Account and clicking on the “partner voucher” tab.
    By calling the Call Center at 121
  • How do I redeem for Ooredoo services?
    By selecting the reward on Ooredoo’s portal after logging in to My Account and clicking on the “Ooredoo services” tab.
    Via the call center by dialing 121.
  • How do I redeem on the online Nojoom rewards store?
    Go to the “online shop” section under ”Use my points” section where you will be redirected to the rewards store.
    If asked to login, use your My Account username and password.
    Select the product you wish to attain and follow the steps.
  • How do I redeem my points to partner loyalty miles?
    Click on ‘convert to partner’ in the “Use my points” section and follow the steps.
  • How do I donate to Charity?
    Click on ‘donate’ in the “Use my points” section and follow the steps.
  • How do I transfer to a friend?
    You can only transfer points to other fellow Nojoom members:
    Click on ‘Transfer to friend’ in the “Use my points” section and follow the steps.
    Call 121 and request a transfer.
  • How do I use my redeemed vouchers?
    When you redeem for a voucher, you will receive an SMS on your primary number containing the voucher code. Present the code at our partner’s cashier or customer service to benefit from the voucher.
  • How do I use my OULA voucher?
    You will receive an SMS containing an electronic voucher code on your primary mobile number. You can benefit from the voucher by going to Oula Petrol Station website and recharge your Oula card by entering the voucher code received. https://www.oula1.com/recharge/ooredooredemption.aspx
  • How do I use my M.H. Alshaya Co. voucher?
    You will receive an SMS containing an electronic voucher code on your primary mobile number. You can benefit from the voucher by visiting any Ooredoo branch and providing your voucher code. You will receive a paper voucher that you can use at M.H Alshaya Co. participating brands.
  • How long are vouchers valid for?
    Nojoom vouchers are valid for 6 months unless otherwise specified.
  • How many times can a voucher be used?
    Vouchers can only be used once. Once a voucher is used with a partner, it will be terminated in the system, and reuse is not possible.
  • Once a Reward is redeemed can it be reversed?
    No – once a Reward is redeemed, it is credited, and the points cannot be reallocated to your Nojoom Account.
  • How long is Membership valid for?
    Nojoom Membership will be terminated if the member did not accrue or redeem points for the last 12 months.
  • How do I get more points?
    Click on ‘Buy Points’ after logging in to My Account and follow the steps.
    You can apply for a prepaid Nojoom KFH Mastercard that will award you 4 points for every 1 KD spent using the card.
  • How do I check my history?
    Click on ‘My Points’ after logging in to My Account and select the dates you wish to view your transactions for.

  • I'm being charged for roaming usage but I already activated Ooredoo Passport, Why are you charging me?
    Check Bill or the operator or the country you are in.
    You might have consumed your free quota. You will be charged additional if you use more.
  • Why am I receiving 1 GB only when I subscribe to Ooredoo Passport? It's not enough for my usage.
    The product is designed basis usage on travel. 98% of our customers do not cross 1GB while travelling
  • Can I get more GBs for roaming?
    You can get 1 GB only without Passport service.
  • How much does it cost to use my line in a specific country?
    Check roaming partners & costs for roaming through My Ooredoo App
  • How  can I increase the validity of my line?
    1. You  need to recharge your line through the available options of KD 25 for 1 year, KD 20 for 6 Months, KD 10 for 3 Months, KD 5 for 30 Days, KD 3 for 15 Days, 2KD for 10 Days or 1KD for 7 Days.
    2. Subject to available bundles subscription or renewal, your validity will get extended by 30 days.

  • How do I check my line validity?

You can check your line validity by simply dialing *555#, checking your line information on My Ooredoo app, or by calling our customer care team on 121

  • How can I check where I am losing my balance, even though I am not subscribed to any service?

Through My Ooredoo app or by calling our customer care team on 121, you can check to the services you are subscribed to, in addition to your consumption.

  • What are the bundles & add-ons available for my Xpress line?

We offer a verity of  Xpress bundles that gives you minutes and internet benefits that best suit you. 

After subscribing to the bundle of your choice, you can customize it by activating on or more add-on based on your needs.

To find out more about our bundles and subscribe to any of them, visit us on http://Xpress.ooredoo.com.kw/en

You can also activate or subscribe to any of the bundles through My Ooredoo App or by dialing *121# and following the self-service menu. 

  • Why am I not able to subscribe or activate any bundles/add-ons even though I have enough balance available in my Xpress line?

If you have enough credit in your balance but still cannot subscribe to any Xpress bundles, you can call our customer care team at 121 to fix the problem. 

For subscribing and activating any add-on, you must first make sure you are already subscribed to an Xpress bundle.

  • How long are prepaid available add-ons valid for?
    For subscribing and activating any add-on, you must first make sure you are already subscribed to an Xpress bundle.
  • Can I subscribe to multiple add-ons at the same time?

Yes, you can subscribe to multiple different add-ons at the same time subject to subscription of any of the bundles.

  • What is Xpress Profit?

Xpress Profit is a credit transfer service introduced by Ooredoo which allows you to send credit & validity between Xpress lines and make money on every transaction.

The earned money will be credited in your Xpress Profit account as extra credit.

  • How I can use Xpress Profit service?

It’s simple, two easy steps:

  • Recharge your Xpress Profit account by dialing *456*Voucher Number#
  • To transfer credit, you need to dial : *457*Mobile Number*Amount#
  • Once credit is transferred, you will receive a confirmation SMS with details of the cashback you will receive to your Xpress Profit account.
  • Why I am not able to transfer credit through Xpress Profit?

    Make sure your line is active and have enough credit available in your Xpress Profit account. 
    If you made sure you have enough credit in your account and still facing trouble, you can contact our customer care on 121

  • How can I use my line to transfer credit internationally?

    - SMS the international number you want to transfer credit to 1919 (Example to transfer credit to India – SMS 009198XXXXXXXX to 1919)
    - Choose from the available credit options
    - Confirm the transaction by replying with Y to the SMS you will receive
    - You & the receiving party will be notified through an SMS of the credit that was sent.

    Charges – Rates for international transfer vary depending on daily current values


  • Download the new My Ooredoo app that can help you:
    • Check your account details i.e. expiry date, usage details etc.
    • Activate/Deactivate Bundles & Add-Ons
  • For more details, kindly visit our website or call 121
    Xpress - http://Xpress.ooredoo.com.kw/en
    Xpress Internet - http://Xpressnet.ooredoo.com.kw/en
If you made sure you have enough credit in your account and still facing trouble, you can contact our customer care on 121
  • Why I am not able to transfer credit through Xpress Profit?

    Make sure your line is active and have enough credit available in your Xpress Profit account. 
    If you made sure you have enough credit in your account and still facing trouble, you can contact our customer care on 121

  • Why I am not able to transfer credit through Xpress Profit?

    Make sure your line is active and have enough credit available in your Xpress Profit account. 
    If you made sure you have enough credit in your account and still facing trouble, you can contact our customer care on 121



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