How to Notify Lebara After a Death in the UK

How to Notify Lebara After a Death in the UK

If the person who died used Lebara, contact Lebara customer support by dialling 5588 from a Lebara SIM or +44 207 0310791 from another phone. Lebara also offers online chat and a contact form, but before closing the SIM, check whether the number is needed for banking, email recovery or two-factor authentication.

A mobile number can be more than a phone line. After a death it may be the key to text-message security codes, app logins, family contacts, and subscription cancellations. The safest approach is to preserve access first, then close or change the plan once urgent administration is under control.

First: find out what type of Lebara account it is

Lebara is often used as a SIM-only or prepaid mobile service. The practical steps depend on how the person paid and what the number was used for.

Look for:

What to check	Why it matters
The Lebara SIM or handset	You may need the number to receive security codes
Recent bank payments	Shows whether there is a recurring plan or top-up pattern
Lebara emails or app access	May show the plan, renewal date and account details
The phone’s lock status	Access may be impossible without the passcode
Important apps using the number	Banks, email, HMRC, utilities and social accounts may rely on it

If the phone is locked and you do not know the passcode, do not try random guesses. You could lock the device or lose access to information the executor needs.

Why you should not close the number immediately

Many families understandably want to cancel every account quickly. With a mobile number, that can backfire.

Before cancellation, check whether the number receives codes for:

• online banking
• email password resets
• pension, insurance or investment accounts
• HMRC or Government Gateway access
• mobile wallet or payment apps
• social media and cloud storage
• utility and broadband accounts
• delivery, shopping and subscription services

If the number is disconnected too early, you may make other accounts harder to access. If you are the executor or administrator, take advice if you are unsure what you are allowed to access. The aim is to preserve evidence and administration routes, not to intrude unnecessarily into private messages.

Contacting Lebara

Lebara’s UK contact page lists these routes:

• Call from a Lebara SIM: 5588
• Call from another network or outside the UK: +44 207 0310791
• Online chat: available through Lebara’s website
• Contact form: available on the Lebara website, with a stated response aim of 5-7 working days
• Postal address: Lebara, Level 5, Security Office/Loading Bay, Broadwalk House, 5 Appold St, London EC2A 2DA

Customer support is shown as available from 7am to 11pm UK time, seven days a week. Contact details can change, so check Lebara’s current contact page before sending documents.

What to say when you contact them

Keep the message short and factual:

“The Lebara account holder has died. I need to understand how to stop or manage their mobile plan and whether the number needs to stay active temporarily for estate administration.”

Ask Lebara to confirm:

1. what information they need to locate the account
2. whether they require a death certificate or other evidence
3. whether the plan is prepaid, rolling monthly or otherwise recurring
4. whether any payment is due or any credit remains
5. whether the number can be kept active temporarily
6. what happens to voicemail, messages and the SIM after closure

Do not send original documents unless Lebara specifically asks and you are comfortable with the method. A clear scan or photo is often enough for many organisations, but the company should confirm its own requirement.

If there is a recurring payment

Check the deceased person’s bank statements for Lebara payments. If the bank account is frozen, the mobile plan may stop renewing automatically. If the plan is still being paid from a joint account or someone else’s card, decide whether that payment should continue temporarily.

Keep the final bill or payment record with the estate papers. If there is a refund or remaining credit, ask Lebara how it will be handled and who has authority to receive it.

If the phone number is needed for two-factor authentication

This is the most important practical risk. If a bank, email account or cloud account sends codes to the Lebara number, closing the SIM can create delays across the estate.

A safer sequence is:

1. list important services linked to the number
2. update recovery details where you have legal authority and access
3. download or preserve essential documents
4. move household accounts into the right person’s name
5. only then ask Lebara to close or change the service

If the number belongs to a surviving household member in practice but was paid for by the person who died, ask Lebara what options exist. Do not assume a transfer is available; ask for the current process.

If you cannot access the phone

You can still contact Lebara using the account holder’s name, mobile number, address and any payment references you can find. Explain that the phone is locked or unavailable. Lebara may ask for additional checks before discussing the account.

If the phone may contain important estate information, keep it safe and charged. Avoid factory resets until the executor or administrator has decided what should happen.

Add it to the wider admin checklist

A Lebara number may connect to many other tasks: banks, subscriptions, email, benefits, utilities, and family communication. GetPassage can help you track these links so the SIM is not cancelled before the accounts depending on it have been dealt with.

Key points

• Contact Lebara on 5588 from a Lebara SIM or +44 207 0310791 from another phone.
• Check whether the mobile number is used for security codes before closing it.
• Ask what evidence Lebara needs and whether any payment, credit or refund remains.
• Keep the SIM active temporarily if it is needed for estate administration.
• Record the decision so relatives do not accidentally cancel a number that is still useful.