What does it mean to count the pennies

FAQ

General
General questions about Penny Mobil
Where can I get detailed information about Penny Mobil?

On this website you will find all information about the offers from Penny Mobil. You can conveniently download and print out the individual documents. Further information and setting options can be found on your personal service pages, which are available to you after activating your Penny Mobil prepaid card.

Where can I get the cheap offer from Penny Mobil?

The offer is available in all Penny stores in Germany. There you can buy the Penny Mobil starter package with SIM card directly.

Who can I contact if I have questions about Penny Mobil?

You can already find a lot of information in your personal Penny mobile app. If you have any further questions, you will find an overview of our contact channels here.

Who is my contact person and who looks after me as a Penny Mobil customer?

The contract and contact person for you as a Penny Mobil customer is congstar Services GmbH, Postfach 1167, 61466 Kronberg. You can reach Penny Mobil customer service here.

Where can I buy a cell phone to make calls with my Penny Mobil prepaid card?

Your Penny Market offers you cell phones from top brands at top prices several times a year. The offer is then valid while stocks last. Otherwise, you can use any current SIM / Net-Lock-free mobile phone that supports the GSM 900/1800 standard and that you have purchased elsewhere for Penny Mobil.

I already have a cell phone. Can I use this with the Penny Mobil prepaid card?

You can usually use the Penny Mobil prepaid card with any device that supports the GSM 900/1800 standard. This is the case with all dual, tri-band and UMTS cell phones. Please refer to the operating instructions for your mobile phone for information on this. Some providers use a so-called SIM or Net-Lock. This SIM / Net lock must be removed with an unlock code before use with the Penny Mobil prepaid card. To do this, please contact the network operator or service provider from whom you purchased the cell phone.

SMS cannot be sent. Why is that?

Please check the settings in your mobile phone (SMS notification center, etc.). If you still have problems despite checking the settings, our service team will be happy to help.

Error message on the mobile phone display and no network, what is the cause?

Possible causes:

  • Error message in the mobile phone display: Security code, unlock code or master code: Some mobile phones offer the option of protecting the phone from unauthorized use. The user can set that a code must be entered when another SIM card is inserted. This is ex works i. d. R. 1234, 123456, 0000 or 000000. If this security code has been changed by the user and forgotten, the device must be sent to the manufacturer for unlocking.

Outgoing calls / SMS not possible, but I can still be reached, why?

Possible causes:

  • You only get a busy signal: Line 2 was accidentally activated (on some mobile phones a small 2 appears in the battery symbol). Please refer to the operating instructions for your mobile phone for information on this.

  • You have blocked outgoing calls on your mobile phone. This lock must be removed in the mobile phone, for which the entry of the PIN2 is required.

Incoming calls / SMS not possible, but I can make outgoing calls, why?

Possible causes:

  • You have set a call diversion. This can be switched off with ## 002 # green receiver button or ## 004 # green receiver button.

  • You have activated the Fax / Data function under Settings. The announcement "Service or service feature not possible" sounds.

What type of SIM card do I get with the Penny Mobil starter package?

With the Penny Mobil starter package, you receive a 3-in-1 SIM card from which you can remove the SIM card that is suitable for your mobile device.

How can I transfer a contract from one person to another?

Please download the contract transfer form, fill it out in full and sign it using our contact form or by post to Penny Mobil Customer Service (congstar Services GmbH, Postfach 1121, 61466 Kronberg).

How can I issue a power of attorney?

Please download the Power of Attorney form for contractual matters, fill it out in full and sign it using our contact form or by post to Penny Mobil Customer Service (congstar Services GmbH, Postfach 1121, 61466 Kronberg).

Questions about porting (taking along) the previous phone number
What is number porting (MNP)?

Number porting is the term used to refer to the transfer of a cell phone number to another cell phone provider.

Is it possible to take / port a cell phone number to Penny Mobil?

Number portability to Penny Mobil is possible. Further information can be found on the Penny Mobil homepage under the item number portability.

Questions about telephony abroad (roaming) and abroad
What is roaming

Roaming is understood to mean any type of cellular network outside of the home network, i.e. making calls, sending SMS and transferring data abroad. The costs depend on the different country zones. With our roaming calculator, you can easily determine the exact costs for each holiday destination. You can find detailed information on this topic here.

What does roaming cost?

Within the EU, the additional roaming fees will not apply from June 15, 2017, then the low-cost Penny Mobil tariffs will apply both domestically and for mobile phone use in country group 1. You can then easily take your data volume and your inclusive minutes and SMS with you within the EU . Penny Mobil does not offer any mobile phone tariffs that exclude roaming or only allow it for a surcharge. From this date onwards, the prices will be automatically billed according to the new EU guidelines. Penny Mobil customers do not need to make any changes to their existing mobile phone contracts.

Outside the EU there are additional costs for the use of telephony, SMS and data. These depend on the country of travel and the destination country, e.g. calls. With our roaming calculator, you can easily determine the exact costs for each holiday destination for trips within and outside Europe.

General questions about the Penny Mobil Internet Stick
Can I also use the Penny Mobil Surf-Flat 500 with the Penny Mobil Internet Stick?

Use with the Penny Mobil Internet Stick is also possible. Please note that the flat rate only applies in Germany.

How can I check the current balance on the Penny Mobil Internet Stick?

Check balances

You can easily check your current account balance using the Penny Mobil Internet-Manager software for the Penny Mobil Internet Stick.

Simply click on "Manage credit" and "Credit inquiry" in the menu bar. After a few seconds you will see the current credit balance.

Or use your Penny Mobil prepaid card in your mobile phone. You can read your current credit in the display using the key combination * 100 # and then confirming with the green button.

You can also call up your credit free of charge using the short code number 95 77. As soon as your credit is less than € 2, you will automatically receive a notification before each connection.

How can I top up the credit on my Internet stick?

You can use the regular Penny Mobil top-up cards with credit over € 15 and € 30 to top up.

You can easily top up the Penny Mobil SIM card via the Internet manager. Simply go to "Credit management" and click on "Top up credit", then enter the cash code without hyphens and press "Activate CashCode" - done!

Can I send SMS with the Penny Mobil Internet Stick?

With the Penny Mobil Internet Stick, SMS can be sent via the Penny Mobil Internet Manager.

In the preset “data” tariff, the costs are 9 cents per SMS for sending to all German networks.

To send SMS, please leave the Penny Mobil SIM card in the internet stick.

What does the Penny Mobil Internet Stick cost?

The Penny Mobil Internet Stick with a Penny Mobil SIM card and a preset daily data flat rate is available for a one-off price of 29.99 euros (RRP). You will receive a one-off starting credit of 5 euros.

What radiation values ​​(SAR value) does the Penny Mobil Internet Stick have?

The Penny Mobil Internet Stick complies with government guidelines with regard to exposure to radio frequency in electromagnetic fields (

Can the Penny Mobil Internet Stick also be used as a USB storage device?

You have the option of using a micro SD memory card up to a maximum of 33 GB (not included) in the Penny Mobil Internet Stick. You can use the Penny Mobil Internet Stick as a USB memory stick at the same time.

Which cellular standards are supported by the Penny Mobil Internet Stick?

The Penny Mobil Internet Stick supports the network standards GPRS, EDGE, UMTS and HSDPA.

Can I also use the Penny Mobil Internet Stick with SIM cards from other mobile phone providers?

The Penny Mobil Internet Stick can only be used with a Penny Mobil SIM card.

How do I connect to the Internet with the Penny Mobil Internet Stick?

As soon as you have started the Penny Mobil Internet Manager, please proceed as follows:

  • Start by double-clicking the Penny Mobil Internet Manager icon.

  • When the menu has opened, click on the "Connect" menu item.

  • If you are connected to the Internet, your standard Internet browser will start automatically.

  • To disconnect, switch to the Penny Mobil Internet Manager and click on "Disconnect"

What functions does the software supplied with the Penny Mobil Internet Stick offer me?

The Penny Mobil Internet Manager software has the following functions:

  • Send or read SMS.
  • Save and view contact information.
  • Viewing your personal data, e.g. duration and speed of the transmission and the amount of data received or sent (daily, monthly, annually)
  • Query your current account balance. Simply go to "Credit Management" in the menu list and click on "Credit Inquiry". After a few seconds you will be shown the current credit balance.
  • Connect to the Internet and exit.
Which settings do I have to make in my mobile phone or internet stick to use the Penny Mobil data options such as the Internet daily flat rate or the Surf Flat 500?

Many end devices have an automatic configuration. If the appropriate settings are not set up automatically, check the settings for the mobile Internet.

  • APN: internet.t-mobile
  • DNS: 193.254.160.1
  • 2. DNS: -
  • Username: t-mobile
  • Password: tm
  • IP address: dynamic
  • IP header compression: no
  • Use proxy: no
  • How do I activate and install the Penny Mobil Prepaid Internet Stick?

    In order to be able to use your Penny Mobil Internet Stick, you must first activate your SIM card and identify yourself with a valid identification document.

    Please have your SIM card number and mobile phone number ready. You also need the activation code that you can find on your receipt from the Penny Mobil Internet Stick.

    You can activate and legitimize the card at pennymobil.congstar.de/freischalten. Activation can take up to 24 hours. After activation via hotline or online, you should insert the card into the device and try to access the Internet every hour.

    Insert the Penny Mobil SIM card

    Installation of the Penny Mobil Internet Stick

    Please switch on your computer and insert the prepaid internet stick activated in advance into a free USB port. The installation wizard will start automatically after a few minutes.

    Now follow the further instructions. You may need administrator rights to do this.

    After successful installation, the Penny Mobil Internet Manager icon appears.

    My internet stick is not recognized. What can I do?

    Please check whether you have installed your Penny Mobil Internet Stick correctly. The specific procedure for this can be found in the operating instructions that come with your Penny Mobil Internet Stick.

    Please also check whether your computer meets the system requirements for the Penny Mobil Internet Stick. You can also find these in the operating instructions.

    Which SIM card format does the Penny Mobil Internet Stick require?

    The Penny Mobil Internet Stick requires the standard SIM card format! (25x15 mm). A SIM card in this format is included with the Penny Mobil Internet Stick.
    The Penny Mobil Internet Stick can only be used with a Penny Mobil SIM card.

    I get the error message "Connection error occurred" with the Penny Mobil Internet Stick. What can I do?

    There is no GPRS / EDGE / UMTS / HSDPA connection at your location. Move to a location with a good signal.

    The network could be busy. Please try again later.

    The Access Point Name (APN) in the user configuration file is incorrect. Check the APN in the user configuration file under "Network settings" and change it to internet.t-mobile if necessary

    Can I buy the Penny Mobil Internet Stick without a SIM card?

    No, unfortunately this is not possible.

    How can I use the Penny Mobil Internet Stick on a tablet PC (with Android operating system) with a USB connection?

    The Penny Mobil Internet Stick cannot be used on a tablet PC with an Android operating system. The reason for this is that Android does not have the necessary drivers to install the Penny Mobil Internet Stick.

    My Penny Mobil Internet Stick is defective. What can I do?

    In this case, please contact Penny Mobil customer service.

    After your request has been checked, you will receive a letter with an additional sheet and a personalized return label by post.

    Please pack your defective Penny Mobil Internet Stick in a suitable shipping bag and send it to the address given using the return label.

    Within a few working days you will receive a functional Penny Mobil Internet Stick by post to your home address.

    Questions about the Penny Mobil mailbox
    How can I set up my mailbox?

    Your Penny Mobil card has a convenient answering machine so that your callers can leave you a message at any time. After activating your Penny Mobil prepaid card, you can make all the necessary settings directly in the menu of your mailbox.

    How do I check my mailbox?

    You can reach the mailbox of your Penny Mobil card under the speed dial 47 12.

    What does it cost to check my mailbox?

    The mailbox can be queried via mobile phone within Germany free of charge.

    Can I turn off my mailbox?

    You can deactivate call diversion to the mailbox with the following key combination on your mobile phone: ## 002 # green handset key.

    Activation & legitimation
    Questions about legitimation
    What is prepaid legitimation?

    "Prepaid legitimation" means that mobile phone customers must identify themselves with a valid ID before their SIM card can be activated. This serves to prevent criminal abuse and ultimately also for your safety. All mobile phone providers have been legally obliged to do so since July 1st, 2017.

    How does it work and what do I need?

    Prepaid legitimation is very easy: all you have to do is identify yourself directly online with your identity card or passport. For this we work together with the partners POSTIDENT and webID.

    And this is how it works: During the card activation, we start a video call in which you hold your ID card / passport in the camera. To do this, you need a webcam including a microphone or a smartphone / tablet with an internet connection. That's it: Your SIM card will be activated!

    Why do I have to be legitimized?

    Due to legal requirements, every mobile phone provider is obliged from July 1st, 2017 to identify you before activating your prepaid SIM card.

    How can I legitimize my prepaid SIM card?

    After purchasing, activate your prepaid SIM card online as usual at pennymobil.congstar.de/freischalten or by telephone via our customer hotline. In addition to your mobile phone number and PUK, you also need the activation code that you received when you bought your prepaid package.

    In the course of the activation, you then carry out the legitimation. There are two options for legitimation: directly on the computer or smartphone with video ID or in person at a post office using POSTIDENT. You need a valid identification document for both procedures.

    How does the legitimation work with the video identification procedure?

    The video identification process is an offer from our partner webID solutions. If you choose this authentication procedure, you will be redirected to the webID portal and follow the relevant instructions.
    For the video identification process you need a stable internet connection, a device with a webcam and integrated microphone (and / or a headset) and a valid identification document (identity card or passport). The legitimation takes place via a video call with a webID solutions employee, who compares your identification document with the data that has already been collected.
    A TAN will then be displayed in the browser. This is to be entered according to the instructions of the employee. Your identification process is completed by entering the TAN and then confirming it.

    How does the legitimation work with the POSTIDENT procedure?

    The POSTIDENT via post office procedure is an offer from Deutsche Post AG. If you choose this authentication method, you will be redirected to the POSTIDENT portal. Via this you will receive the POSTIDENT coupon via download, which you can then print out. With this coupon and a valid identification document (identity card or passport) you identify yourself in a Deutsche Post branch of your choice.

    Can I repeat the legitimation if the Video-Ident breaks?

    If the Video-Ident breaks off, e.g. due to a technical error, you can simply repeat the process.

    Does the legitimation cost me anything?

    No, the legitimation is free of charge for you.

    Can I bypass the legitimation?

    No, the identification process is mandatory for all prepaid customers from July 1st, 2017.

    Activation questions
    How can I activate my Penny Mobil prepaid card?

    You can activate your Penny Mobil prepaid card conveniently online at pennymobil.congstar.de/ or by calling Penny Mobil customer service. The only requirement is a new Penny Mobil starter package from your PENNY store.

    How long does it take until my Penny Mobil prepaid card is activated?

    In general, you can use your Penny Mobil prepaid card within 24 hours of successful activation and legitimation.

    The SIM card has just been activated online, why can't I make calls?

    After activation and authentication have been completed, the relevant data is sent to the cellular network. The implementation of the activation may take some time. Please switch off the mobile phone with your Penny Mobil card and try to log into the network again after about 1-2 hours.

    What can I do if my Penny Mobil card has been deactivated?

    If you have been terminated and you want to continue the contract, you can initiate this within a period of one month after receipt of the termination by topping up your credit account with at least € 15. The contract will then be continued as requested. If your credit is not topped up, your prepaid card will be deactivated after the notice period has expired. We will inform you of the termination by SMS to your mobile phone.

    If your card has already been deactivated because the notice period of 1 month has expired, please call our customer service. Up to 4 weeks after deactivation, the SIM card can usually be reactivated by our customer service and the contract can be continued if you wish.

    Top up & credit
    Does my Penny Mobil starter package contain a starting credit?

    The starting credit of your Penny Mobil starter package differs depending on the selected tariff.

    Will my Penny Mobil starting credit expire after a certain period of time?

    Your Penny Mobil starting credit is valid indefinitely.

    How can I top up credit for my Penny Mobil prepaid card?

    You can top up credit worth € 15 or € 30 in any Penny Markt in Germany without any problems.

    How long does it take until the topped up credit is available?

    The loaded credit is usually available to you immediately after topping up.

    How long are my Penny Mobil SIM card and the credit on my Penny Mobil credit account valid?

    Your Penny Mobil SIM card and the topped up credit are valid indefinitely. The contractual relationship between you and congstar Services GmbH is concluded for an indefinite period. It only ends when it is terminated by you or congstar Services GmbH.

    How can I check the current balance on my Penny Mobil card?

    You have two different options for checking the current balance on your prepaid card free of charge:

    The first option:
    Please dial the speed dial 95 77 and press the green receiver button. You will then receive an automated announcement of your current account balance.

    The second possibility:
    Or dial * 100 # with your mobile phone.

    Confirm the entry with the green handset button (call button). Your current prepaid credit will then appear immediately on the display.

    Do I receive information when new credit has to be topped up?

    If your credit is less than € 2, you will receive an announcement before outgoing calls informing you of the current amount of your credit.

    Can I still take calls without credit?

    You can also take calls without credit.

    How can I have my remaining balance paid out?

    Your remaining Penny Mobil credit will be paid out to you after deactivating your Penny Mobil card in accordance with our terms and conditions. The payment of your existing credit (excluding free starting credit from Penny Mobil) takes place within 6-8 weeks.

    How can I top up the credit on my Internet stick?

    You can use the regular Penny Mobil top-up cards with credit over € 15 and € 30 to top up.

    You can easily top up the Penny Mobil SIM card via the Internet manager. Simply go to "Credit management" and click on "Top up credit", then enter the cash code without hyphens and press "Activate CashCode" - done!

    Tariffs & options
    General questions about add-on options
    Which options can I activate?

    The options you can activate depend on the tariff you have chosen. You can find detailed information on this in the tariff overview

    How can I activate an option?

    Activation is very easy using the Penny Mobil app or Penny Mobil customer service. If your customer account has sufficient credit for the option you want, you will receive a confirmation SMS. From now on you can use the option you have chosen for 4 weeks.

    How long is the term of the options?

    The options each run for 28 calendar days from the activation date (current calendar day + 27 days) and are automatically extended for a further 4 weeks if your prepaid account has sufficient credit.

    How can I unsubscribe from the options?

    You can easily cancel the options at the end of the 4 weeks via the Penny Mobil app or via Penny Mobil customer service.

    When and how are the options billed?

    The calculation of the respective option takes place at the beginning of the 4 weeks. For this purpose, it is checked whether you have enough credit in your customer account. If this is the case, the corresponding amount will be debited from you and you will receive a confirmation by SMS. If you do not have enough credit in your customer account, you will receive an SMS asking you to top up your account.

    What happens if my prepaid credit is not sufficient for the monthly fee for the Penny Mobil option I have booked?

    If there is not enough credit on your Penny Mobil prepaid card, the option will be "frozen" for the time being. Of course, the respective fee is not charged during this period.

    If the basic fee cannot be debited during this period, you can continue to use the mobile Internet.

    In the Penny Mobil Smart and EASY tariffs you have the following options to continue surfing the Internet:

    • Booking the messaging option for € 0.00 / 4 weeks. Data volume of 1 GB / 4 weeks with reduced speed of max. 32 kbit / s.
    • Book the surf daily flat rate for € 1.00 / 24 hours. 25 MB / 24 hours HSDPA speed with max. 7.2 Mbit / s. Book in and out flexibly every day.

    When you open the browser or go to the website www.datapass.de, a page opens automatically where you can book the messaging option or the daily surf flat rate.

    A direct debit attempt will be made daily within a period of 180 days to reactivate the option. If the credit is still not sufficient after these 180 days, the option will be permanently deactivated. In this case, you will be informed of the final deactivation by SMS.

    If you have booked several options, if there is insufficient credit at the time of the new debit, the selected options will be automatically activated in the following order:

    1. Surf flat option
    2. Minutes option
    3. SMS option
    Can I book multiple options?

    You can combine several options with each other. For example, in the Penny Mobil EASY tariff you can book the 100 minute option with 100 SMS and 500 MB surf flat rate. This allows you to put together the best mix for you.

    If you have booked several options, if there is insufficient credit at the time of the new debit, the selected options will be automatically activated in the following order:

    1. Surf flat option
    2. Minutes option
    3. SMS option
    I have questions about the Penny Mobil tariff
    What kind of tariff is Penny Mobil?

    Penny Mobil is a prepaid tariff with which you can easily and safely top up your calling credit yourself.

    How much does mobile calling with Penny Mobil cost?

    With Penny Mobil EASY and Penny Mobil DATA you can make calls within Germany for only € 0.09 gross / minute to all German networks (except for connections to special numbers).
    In the other tariffs you receive a contingent of free minutes depending on the tariff you choose. You can see detailed information on this in the tariff overview. After using up the inclusive minutes, you can call within Germany for only € 0.09 gross / minute in all German networks (except for connections to special numbers).

    What does an SMS with Penny Mobil cost?

    With Penny Mobil you can send SMS within Germany for € 0.09 gross / SMS to all German networks (except premium SMS). You can optionally add an SMS option with a quota of free SMS to your tariff. You can see detailed information on this in the tariff overview.

    What is Penny Mobil's frequency?

    The tariffs from Penny Mobil have a 60/60 second cycle, i. H. every minute is always billed in full (except for connections to special numbers).

    What do calls to special numbers (0700/0800/0900 etc.) cost?

    There are many special numbers that can all be reached at different prices. A detailed price overview can be found on this website in the tariff overview area.

    Where can I see the prices of the individual services?

    A detailed price overview can be found on this website in the tariff overview area.

    What does it cost the caller to call a Penny Mobil number?

    A call to a Penny Mobil number is billed normally as a connection to the D-Netz and depends on the caller's tariff.

    Which tariffs are including LTE?

    All tariffs have LTE.

    I have questions about the Penny Mobil 6-month package
    What happens if my data volume of 6 GB is used up before the 6 months have expired?

    From a data volume of 6 GB, the bandwidth in the 6-month billing period from an estimated max. 25 Mbit / s (download) and max. 5 Mbit / s (upload) to a maximum of 64 Kbit / s (download) and 16 Kbit / s (Upload) limited. Additional data volume can be booked through SpeedOn options. You can find more information here.

    Can I use the 6 GB flexibly or 1 GB every month?

    Flexible use of the 6 GB over the 6 months.

    What happens after the 180 days have expired?

    If there is sufficient credit over € 29.99, the tariff will be booked again.

    Is the 6-month package active / usable immediately after booking?

    In general, you can use your Penny Mobil prepaid card within 24 hours of successful activation and legitimation.

    What happens if the 6-month package expires after 6 months?

    If there is sufficient credit over € 29.99, the tariff will be booked again. If your credit is not sufficient: 9 cents / min (60/60 cycles) and 9 cents / SMS in all German networks.

    General questions about changing tariffs
    How can I change the tariff?

    You can easily change tariffs using the Penny Mobil app or the Penny Mobil customer service.

    What does a tariff change cost me?

    All tariff changes are free of charge for you!

    Questions about the TIDAL music option

    Questions and answers about the TIDAL music option can be found on our music help page.

    App
    How much does the app cost?

    ✓ The app is free.

    Is there a time lag in the consumption display of the app?

    ✓ The query of the data volume only works when the mobile data connection via the Deutsche Telekom network is activated. The time offset of the data display is up to 12 hours. When using data abroad, there may be a longer time lag.

    What technology does the app use?

    ✓ The app is a so-called native app. Native apps are specially adapted to the target platform (iOS or Android) and can therefore make optimal use of the variety of functions of native smartphone functions and their resources. The app is available for the Android operating system from version 4.1. The app is available for iPhones from the iOS 11.00 operating system.

    How can I top up my prepaid credit via the app?

    ✓ To do this, simply click on the "Top up" tab and choose between top-up cash code or convenient top-up.

    When will the app for Windows Phone / Microsoft appear?

    ✓ There are currently no plans to make the app available for Windows operating systems.

    Can I be logged in on several devices at the same time?

    ✓ The multi-login function allows you to access the same contract with several devices at the same time without being logged out.