Customer Support

Call Center

Our dedicated team at our Call Center is ready to assist with any of your queries. Assistance is just a call away!


You can dial:

9005 from Ncell Prepaid Numbers

9007 from Ncell Pro & Ncell Biz Numbers

9809005000 from other numbers.


Please note: Calls to IVR (900/9005) is free of charge. You will get 30 calls free every month to talk to the Call Center representative; standard charges will be applicable after 30 calls. Calling from other operators will be charged as per the standard tariff determined by the operator. Our call center operates 24X7.


Online Support

To chat with our customer service representatives, please click on Chat box at the bottom of this page.


You can send private messages, comment or post on our Ncell Facebook Page. Please go to https://fb.com/ncell or https://m.me/ncell to send us a private message.

You can reach us via email as well. Just us send an email to emailus@ncell.axiata.com and our customer service representatives will be there for your support.


Please follow us on our social media pages to get latest updates, offerings and support.

Contact Us

Corporate Office:

Ncell Axiata Limited.

Ncell ICON, Ward No. 26, Lainchaur, Kathmandu, Bagmati Pradesh, Nepal


Phone: +977 980 555 4444

Email: info@ncell.axiata.com

Write to us
+977

Ncell Centre

Ncell Centres are located in many major cities. We will be adding more Ncell Centres in various parts of Nepal in the near future. You are welcome to visit our Ncell Centres for any kind of queries at your convenience.

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Individual Subscription Forms
Biz Subscription Forms
Roaming Activation Form
Credit Limit Request Form
Other Forms

Frequently Asked Questions

  • What are the different processes for recharge?
    You can do any of the fullowing:-
    • Type *102* fullowed by 16 digit recharge card pin no and press # then dial.
    • SMS recharge PIN number to 90012
    • Use Ncell App/E-care
  • If I topped a recharge card of Rs. 100, how much balance will I get in my account?
    You will get Rs. 100 as a main balance.
  • While scratching recharge card if it gets damaged, what should I do?
    You can call 9005 and provide the serial number of damaged card and atleast 4 digits from the visible PIN number. If it is verified then the respective recharge will be done in your number. Or, you can also share the visible PIN details by dialing *9005*7#.
  • How can I recharge to any other number’s account using my own SIM?
    You can recharge to other number by dialing *102*recharge PIN*mobile number#
  • How can I check my balance?
    In order to check balance, please dial *901# or send blank SMS to 90011.
  • What is the difference between main and bonus balance?
    Main balance can be used for any services like call, data or to activate services/packs. But, bonus balance can be used for services within Ncell network like on net call, SMS, data etc. Only after your bonus balance is used up for all on net service usage then, charging occurs from main balance.
  • Which bonus balance will be used first if I have multiple resources or Bonus balance?
    The resource having least validity will be used first.
  • Can I buy data pack or activate any service using bonus balance?
    No. Only main balance can be used to purchase data pack or activate any service.
  • What is the process to check age of my SIM card in network?
    SIM card age means the period from the date of SIM activation till the current day. It can be checked by dialing *903#
  • Are there any benefits based on the SIM age?
    Higher the SIM age, higher is the loyalty bonus. Loyalty bonus is the bonus balance provided to customers upon every recharge.
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  • My SIM card is in network but those who call to my number complain that they got response as “Number is switched off”. Why is it so?
    You might have unknowingly diverted your call to other number which is switched off
  • Why am I not being able to make or receive any calls despite having balance and network?
    You might have activated “All incoming and outgoing call barring” in your call settings. Dial *330*0000# to cancel call barring
  • Why am I not being able to cancel call barring with default password “0000”?
    Because, the default password of call barring might have been changed for your handset. If you do not recall, contact 9005 for help.
  • I have been dialing to a mobile number and it says “Number Busy” all the time, why?
    May be the receiving party has blocked your number by using handset settings or applications like call reject/call block
  • What are the documents required to buy a new SIM card?
    You need to submit a subscription form along with one photocopy of citizenship, license or passport and a recent PP size photo. Original citizenship and the customer him/herself should be present at the time of buying SIM
  • What should I do if I lose my SIM card or phone?
    You can immediately block your SIM card by calling to 9005, call centre service. In order to get a new SIM card retaining the same mobile number, you can visit any Ncell centre or shop and fullow SIM replacement process
  • What is the procedure to block SIM card?
    You can call to 9005 and verify your (SIM owner’s) details like name, date of birth, address and document number among others in order to block the respective number
  • What is the charge for SIM replacement and can I send someone else to get my SIM replaced?
    SIM card replacement costs Rs. 50 per SIM. No, you cannot send someone else to get the SIM card. Original document with authorized customer must be present at Ncell Centre for SIM change with regular document process.
  • I found out recently that the mobile number I have been using since more than 2 years is not registered in my name. What should I do?
    You can visit the nearest Ncell centre with your documents (Passport size photo, a copy of license, passport or citizenship). You need to provide more than 10 phone numbers frequently dialed from your mobile number prior to six months. If the call detail record matches then the number will be registered in your name after submission of duly filled subscription form.
  • What if I lost my phone and want to perform location trace?
    You (the respective SIM owner) must visit Ncell center with valid original document
  • How can I get the call detail record of my number?
    You can get it free of cost by using Ncell App or E-care. Else, visit nearest Ncell centre with your original document
  • I didn’t use my number for a year as I was out of country. When I try to use it now, it shows “SIM card registration failed”. What do I do?
    If you do not use the number for six months, the number goes to Pre-deactivate state. In order to reactivate the number, you can visit nearby Ncell center or Ncell Shop with the valid original document. Reactivation charge is Rs. 100.
  • What is PIN- PUK number?
    PIN or PUK number is used as personal identification number for a particular SIM card in order to secure the SIM from unwanted intrusion. PIN or PUK is accessible only to the respective SIM owner upon need.
  • What happens if I mistakenly dial wrong PIN- PUK number?
    In case you have turned on the PIN-PUK security, you need to insert PIN when you start your phone. If you enter wrong PIN 3 times then PUK number is asked. If you go on entering wrong PUK number exceeding the allowed number of entries then SIM card is blocked permanently and “SIM rejected” is displayed on the phone screen. After this, the SIM card can no longer be used. To confirm your PIN-PUK number, contact 9005 call center service.
  • Why is the SIM not unlocked even after providing correct PIN and PUK?
    You or someone, who used your handset, might have changed the PIN number. If the default PIN/ PUK is not working then you can visit Ncell center with original document to get help.
  • I cannot use my SIM as it shows “Insert SIM” in my phone screen. What should I do?
    You can try by taking out the SIM card and trying in different handset. If it doesn’t work, your SIM card might be physically damaged. You can get your SIM replaced by visiting nearest Ncell centre or Ncell shop.
  • I purchased a SIM card a while ago, but it shows “SIM card registration failed” in the mobile screen, why?
    This means your SIM card is not activated yet. Normally, SIM card gets activate within 24 hours. Incase not, you can call 9005 or visit Ncell centre with your document
  • What is 4G (LTE)?
    LTE stands for ‘Long Term Evolution’ - it is a radio access technology to deliver very high speeds. 4g is a standard in mobile network technology and stands for ‘fourth generation’ - the latest after 2G and 3G which gives us a faster and rich internet experience.
  • What all can I do with Ncell 4G?
    • Use internet to access rich content and multimedia applications such as movies, HD videos and content, E-learning, and more.
    • Upload and download at higher speeds.
    • Seamless online streaming, high definition online gaming and seamless video chat.
    • Access business applications that require higher speeds and last mile connectivity.
  • Will I be able to play online games on Ncell 4G?
    Yes, Ncell 4G provides a high speed broadband internet access; you can even play HD games on the internet.
  • Can I make call on Ncell 4G?
    Yes, you can make calls. As soon as you initiate/receive call, there will be automatic network fallback from 4G to 3G/2G. Once the call is ended, your network should automatically latch on to 4G.
  • Do I need a new SIM or number for Ncell 4G?
    You can use the same number either Prepaid or Postpaid but your SIM has to support 4G which is called USIM. If you already have USIM, you just need to latch on 4G network. If your SIM is not USIM, please visit nearest Ncell center with original document of SIM owner and replace your SIM for free.
  • How can I check whether my SIM is USIM or not?
    Please type Q and send SMS to 324.
  • How to check whether my handset supports 4G or not?
    You can check it in your handset settings. Go to settings > Mobile network > Network mode. If there is 4G in network options, you can choose 4G/LTE. You can also check if your handset model supports 4G via http://www.gsmarena.com
  • How can I use Ncell 4G?
    You require a 4G enabled mobile phone and a USIM to be able to use Ncell 4G within coverage area. Ncell 4G is available in 21 cities
  • When will I get 4G service for locations other than Kathmandu valley?
    Ncell will definitely expand 4G coverage in coming days. Customers will be informed accordingly.
  • If I use 4G will my battery be consumed fast or it’s like same while using 3G?
    It depends on the handset battery capacity and operating system.
  • Is 4G expensive than 3G/2G?
    No, tariffs are same and independent of whether 4G, 3G or 2G networks. Your bill will depend on your usage. 4G speed is faster and hence, you can browse more data within specific time.
  • What signal is shown in handset while using 4G/LTE?
    Normally handset shows 4G as network signal.
  • What is the speed ranges (minimum-maximum) under Ncell 4G network?
    Upload speed can be 18 Mbps to 3 Mbps and download speed can be 37 Mbps to 10 Mbps.
  • I brought 4G/LTE smartphone from overseas. Does it still work on Ncell 4G/LTE network?
    Due to different 4G/LTE technulogy adopted by different operators around the world, your 4G/LTE smartphone might be configured to run only on a specific country's 4G/LTE network and thus, might not be compatible with Ncell's 4G/LTE network. Please check your phone specification to ensure that your device operates on LTE 1800MHz band.
  • Why does my phone not support call or SMS features while in 4G?
    When you select 4G network only then phone should automatically fall back to 3G or 2G for call/SMS features. In some handsets, there could be a problem in making voice call or SMS (mainly for low end smart phones). To avoid this, select 2G/3G/4G mode under network selection instead of selecting 4G only.
  • How many cities are covered with 4G network till now?
    Ncell has the widest coverage of 4G network across the country which includes major 19 cities of Nepal. 4G coverage expands through major cities including Kathmandu, Lalitpur, Bhaktapur, Nagarkot, Banepa, Dhulikhel, Pokhara, Damauli, Birtamode, Damak, Biratnagar, Birgunj, Hetauda, Bharatapur, Butwal, Bhairahawa, Nepalgunj, Kohalpur and Birendranagar. Customers can avail their 4G SIM from their nearest Ncell Centre for just Re.1 which includes 1GB 4G data. Moreover, Yonder Music streaming and download is free for the first 30-days where customers need to dial *324# to activate.
  • Will all customers get 2GB 4G data while upgrading SIM to U-SIM?
    Yes, all customers will get 2GB 4G data valid for 7 days after upgrading to U-SIM.
  • Will I be able to use my previous data package on 4G network?
    Previous data pack can be used in 4G network.
  • What is SIM re-verification?
    If you have been using a SIM but it is not registered in your name, then you need to register that SIM in your name with your details. This process ownership transfer of SIM is called re-verification.
  • Why do I need to re-verify my SIM?
    A person must only be using a SIM registered in his/her name. Mobile number of customers will be used as a primary mode of identification in public service delivery, emails, bank accounts, social media accounts, and many others. Nepal Telecommunications Authority, the regulatory body of the telecommunications sector, has also published public notice, informing all customers to use SIM registered under his/her name only. Therefore, if you are using SIM card registered under someone else’s name, then you are required to transfer ownership of the SIM in your name.
  • How can I check whether the SIM is registered as per my details?
    There are three ways to check:
    • Dial *9966#
    • Download Ncell App in your mobile and see your name on the home screen, or
    • Call 9005 and ask whether the SIM is in your name or not.
  • Where do I need to go for SIM re-verification?
    You can visit your nearest Ncell Centre for the SIM re-verification process.
  • What do I need to do for SIM re-verification?
    For SIM re-verification, you have to authenticate that you have been using that particular SIM/Mobile number for at least six months by providing more than 10 phone numbers that are frequently dialed from your mobile. Once the call details records are matched, the mobile number will be registered in your name after submission of the duly filled subscription form.
  • What do I need to bring for the SIM re-verification process?
    You need to bring your citizenship certificate or original driving license, passport or and a passport size photograph.
  • What if I am not able to remember the phone numbers dialed from my mobile?
    The current SIM owner along with his/her original documents needs to be present in the Ncell Center with you. He/she needs to fill out a Transfer of Ownership form, while you need to fill out a Subscription Form and submit original documents with a passport size photo.
  • What are the charges for SIM re-verification?
    The SIM re-verification process is free of cost.

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