Problems

When you place your order, you’ll see the delivery time at checkout. Some phones are available with next-day delivery and others take 2–4 working days.

SIM cards take around 1-2 working days, and eSIMs should be delivered by email within 30 minutes. If it's been longer than a working day and you still haven't received eSIM, check your spam or junk folder before contacting Mozillion.

Remember, every phone comes Mozillion Assured, so it includes our free 12-month warranty along with the standard manufacturer warranty.

Please check the email you received from our couriers — Royal Mail, DHL or DPD — to make sure your order has actually despatched. This gives you info on how to track your delivery online; better still, download their app for the best experience.

Contact them first if your delivery is overdue. If you still have issues, contact our Customer Services team.

We think you’ll be thrilled with your phone, but if for any reason you’ve changed your mind, you can return it to us for a full refund within 14 days of delivery. Please note that the phone must be in exactly the condition you received it, and therefore able to pass our rigorous inspection before a return and refund is approved.

Brand new phones must be returned unused and with the security seals still sealed for a full refund — otherwise a partial reduction will apply.

Check for obvious things like power — plug the phone into a mains socket in case the battery isn’t yet charged. If problems persist, you’ll find the phone’s user manual on the manufacturer’s website. If you’re still stuck, email our support team or use our Contact us form and one of our friendly customer team will talk you through it.

If you’re trying to log in through an app, that may be the problem. Mozillion doesn’t currently have a dedicated app for managing your main account. The app you may be seeing is the Kill Your Bill app, which is specifically for buying and managing your Kill Your Bill gift cards.

To manage your account, view billing or change your plan, log in to your Mozillion Dashboard on the website.

If you’re still having trouble accessing your account, you can contact our support team at [email protected].

If you have requested a 2FA text message and it has not arrived, please ensure the following:

• Your registered phone number is correct and able to receive SMS messages.
• Your mobile network is working properly and not blocking messages from unknown senders.
• Check if your phone has any message filtering or blocking settings enabled that might prevent the 2FA SMS from arriving.

If everything seems fine but you still haven't received the message, please contact Mozillion customer support.

If the Coverage Checker is not working properly, it could be due to temporary technical issues or browser-related problems. Please try the following:

• Refresh the page or try accessing the checker from a different browser or device.
• Ensure your internet connection is stable.
• Clear your browser cache and cookies.

Remember, actual 5G coverage at your location can also be affected by factors like building materials, local geography, and network congestion.

If your voicemail is not working on your Mozillion plan, it could be due to network or device settings issues. Here are some steps to try:

• Ensure your phone is connected to a network with good coverage.
• Check if you are roaming and if the network supports VoLTE and WiFi Calling, as these can affect call features like voicemail.
• If you are roaming and cannot make or receive calls, try disabling VoLTE and WiFi Calling in your phone settings.
• Verify that your phone’s call forwarding settings (which often control voicemail) are correctly set up.
• Restart your phone to refresh network connections.

If the Mozillion website is not responding while you’re trying to sell your phone, please try the following steps:

• Refresh the page or try accessing the site using a different browser or device.
• Clear your browser cache and cookies, then try again.
• Check your internet connection to ensure it is stable.

To stop spam calls and unwanted marketing texts on your Mozillion phone service, you can take the following steps:

• Do not respond or engage with spam calls or texts, as this can confirm your number is active.
• Use your phone’s built-in blocking features to block specific numbers that send spam or unwanted marketing messages.
• If you continue to receive nuisance calls or texts, contact Mozillion Customer Support to report the issue.

If you made a mistake on your Mozillion order and want to amend it, please contact Mozillion Customer Support as soon as possible.

Mozillion currently uses 2FA codes sent via SMS only. There is no option to disable two-factor authentication or to receive 2FA codes by email instead of SMS.
 If you are having trouble receiving SMS codes, please ensure your mobile number is correctly registered, you have good network coverage, and your message inbox is not full.

For further help, you can contact Mozillion customer support.

If you are having trouble receiving SMS codes, please ensure your mobile number is correctly registered, you have good network coverage, and your message inbox is not full.

For further help, you can contact Mozillion customer support.

If you accidentally cancelled your Mozillion plan, reinstatement is not explicitly guaranteed. However, you can contact Mozillion Customer Service as soon as possible to explain the situation.

If the sign-up page for a new Mozillion plan is not loading or is showing an error, you can try the following alternatives to purchase your plan:

• Visit the main Mozillion website and use the product filters to select your desired phone or SIM plan.
• Contact Mozillion Customer Service directly for assistance with your purchase.

Mozillion does not offer delivery to pickup points. All orders must be delivered to a valid UK home or business address that you provide during checkout.

If the checkout process on Mozillion is not allowing you to enter your billing address, please ensure the following:

• You are completing all required fields correctly, including your full name, address, postcode, city, and country.
• Your billing address must be a valid UK address, as Mozillion only accepts orders from UK addresses.
• Make sure your browser is up to date and try clearing your cache or using a different browser.
• If you are using autofill, try entering the address manually instead.

If the Mozillion website is down, please try the following steps:

• Clear your browser cache and cookies, then try accessing the site again.
• Try using a different browser or device to see if the issue persists.
• Check your internet connection to ensure it is stable.
• If the problem continues, you can contact Mozillion Customer Service for assistance by emailing [email protected].

Simply head on over to our Contact us page.

A page issue when checking out usually means the page cannot be found or there might be a temporary issue.

Please try these steps to resolve it:

• Clear your browser cache and cookies.
• Use a different browser or device to access the site.
• Make sure your internet connection is stable.
• Try accessing the basket again after a short wait, as it might be a temporary glitch.

If the problem continues, please contact our customer support through the website so we can assist you directly and help you complete your purchase.