Mobile Postpaid

Account Management

How can I change my number?

You can request to change your mobile number by calling Customer Service on 123 for residential customers and 121 if you are a business client, 24x7. Change of number is free and is allowed once per billing period.

If you request to change a metallic value number, your payment for that number is not refunded. If you request to change to a metallic value number, there is a charge depending on the value of the number.

Metallic value numbers are special numbers with sequential digits or other memorable digit combinations. There are two types of metallic value numbers:
- Gold for BGN 900.00 VAT included
- Silver for BGN 420.00 VAT included

Please note that if you request to change a ported in Globul or Mtel number it will be lost.

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How can I change my tariff plan?

You can request to change your tariff plan by calling Customer Service on 123 for residential customers and 121 if you are a business client, 24x7. Change of tariff is free and is allowed once per billing period.

Please note that for some tariff plans specific restrictions for change of tariff apply.

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How can I change my personal account details such as my name?

You can change your name, registered address, ID card number, nationality and other personal account details by visiting in person your nearest authorized dealer. Please present your personal ID card in person for verification purposes.

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How can I change my security question & answer?

Your security answer is the unique identifier that protects your account and prevents unauthorized access to your account.

To change your security question or answer please contact Customer Service on 123 for residential customers and 121 if you are a business client, 24x7. Change of security question or answer is free and is allowed once per billing period.

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How can I add another mobile number to my account?

You can easily add additional mobile numbers to your account by visiting your nearest authorized dealer. Please present your personal ID card in person for verification purposes.

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How can I make a change of ownership?

You can request change of ownership for some or all of your mobile numbers on your account. Both the initial owner of the account and the new owner must visit in person the authorized dealer. Please present your personal ID card in person for verification purposes.

Before applying for change of ownership, all due amounts must be paid in full.

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How can I add additional services?

You can add additional services on your account like
  • Data traffic packages
  • Favoriti 1000 package
  • Еurope 80
  • World 30 

by calling Customer Service on 123 for residential customers and 121 if you are a business client, 24x7.

Activation/deactivation of the service is free of charge and is allowed once per a billing period.

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How can I cancel my service?

If you're in contract, you must pay all due amounts in full for the remainder of your contract. Please call Customer Service on 123 for residential customers and 121 if you are a business client, 24x7 for additional details.

Please be advised that you are still liable for payment in full of any remaining billed and unbilled charges on your account.

If you're out of your contract term please call Customer Service on 123 for residential customers and 121 if you are a business client, 24x7 for additional details.

If you want to port out your number to different mobile operator in Bulgaria you need to visit your nearest VIVACOM shop and request a Mobile Number Portability Certificate.

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How can I activate roaming?

You can request roaming at the time of your initial purchase. You can also request roaming activation or deactivation at any time by calling Customer Service on 123 for residential customers and 121 if you are a business client. Depending on your credit history with us you might be required to pay a roaming deposit.

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I’ve lost my PIN / PUK number, what should I do?

Your initial PIN and PUK codes are listed on the plastic holder that you received with your SIM card. If you changed and forgotten your PIN code you can unblock your SIM card by entering the 8 digit PUK code on your plastic holder.

If you incorrectly enter your PIN code more than three times, your SIM card will be blocked and only the PUK code can unblock it.

If you enter more than ten times incorrect PUK code your SIM card will be blocked permanently and you'll need a replacement SIM card.

To request your PIN or PUK codes call Customer Service on 123 for residential customers and 121 if you are a business client, 24x7.

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How do I contact Customer Service?

 By calling a free number 123  you can receive information about all service for VIVACOM residential customers:


We provide:

  • Immediate contact with our team 24/7;
  • Invoice information;
  • Products and services information;
  • In time and competent service about all technical issues;
  • Possibility for change of the mailing data


With giving "Secret question" and "Answer of the secret question" you can:

  • Change your subscription plan according the terms of the used by you service;
  • Activate/deactivate additional services;
  • Declare a movement of an ordinary telephone post.


Our team "Customer Service" is expecting you!


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