You can purchase a Jazz SIM by visiting Jazz TouchPoints:

• Retailer Shops
• Franchise Centres
• Experience Centres

Requirements:

Your presence is necessary for biometric verification through fingerprint.

• Pakistani Citizen: Your presence (for biometric verification through fingerprint) and your your original CNIC
• Foreigner: Your presence, original passport, and a valid visa
• Overseas Pakistani: Your presence (for biometric verification through fingerprint) and your original NICOP

Charges:

• Basic Price:
  • A New Prepaid SIM starts from Rs.350
  • A New PostPay SIM starts from Rs 350, plus a refundable security deposit would be required per your selected Price Plan. The minimum amount to be deposited as refundable security is Rs 1100 (amount can vary depending on Price Plan)
• Choose your Number: Charges would be as per the number category

Time Required for SIM activation:

• Your SIM will be activated immediately after successful biometric verification

You can purchase a Jazz eSIM by visiting Jazz TouchPoints:

• Franchise Centers
• Experience Centers

Requirements:

• eSIM can be issued to both New & Existing Jazz Customers
• Your presence (for biometric verification through fingerprint) is necessary

Charges:

• eSIM charges are Rs. 2000 for both a new number and an existing number

Time Required for getting an eSIM:

• eSIM will be activated immediately after successful biometric verification & QR scan

You can get your Jazz SIM replaced by visiting Jazz TouchPoints:

• Retailers Shop
• Franchise Centers
• Experience Centers

Requirements:

• Your presence is necessary for biometric verification through fingerprint.

Charges:

• Rs.550 (For Prepaid/PostPay)

Time Required for SIM replacement:

• Immediate SIM replacement and activation after successful biometric verification

You can locate your nearest Franchise/Retailer by:

• Visiting Jazz website at https://jazz.com.pk/franchise-locator and entering your city; or
• Writing "Jazz" and sending an SMS to 7089 (if you are a Jazz user)

Time required for finding the nearest Franchise/Retailer:

• The nearest Experience Centre, Franchise or Retailer address will be received via SMS within 15 minutes of sending a blank SMS to 7089

You can convert your number from Prepaid to PostPay by visiting Jazz TouchPoints:

• Retailers Shop
• Franchise Centers
• Experience Centers

Requirements:

• The number should be in use / active status
• Visit our nearest Jazz Experience Center / Franchise with your CNIC
• Your presence is necessary for biometric verification through fingerprint.
• A refundable security deposit would be required per your selected package plan. The minimum refundable security deposit is Rs. 1100 (can vary depending on Price Plan)

Charges:

• Free of Cost

Time Required:

• Immediate conversion from Prepaid to PostPay after biometric verification through fingerprint

You can convert your number from PostPay to Prepaid by visiting Jazz TouchPoints:

• Franchise Centers
• Experience Centers

Requirements:

• The number should be active on PostPay over the last 90 days
• One-time charges for conversion are Rs.200
• Visit our nearest Jazz Experience Center/Franchise with your CNIC
• Your presence is necessary for biometric verification through fingerprint.
• Your PostPay Bill must be cleared with no outstanding amount.

Charges:

• Charges to convert your PostPay number to Prepaid are Rs.200

Time Required:

• Immediate conversion from PostPay to Prepaid after biometric verification through fingerprint

You can convert / port your number from any other network to Jazz by visiting Jazz TouchPoints:

• Retailers Shops
• Franchise Centers
• Experience Centers

Requirements:

• The number should be in use / active status
• 60 days should have passed after activation of the number or change of ownership on the current network
• Visit our nearest Jazz Experience Center/Franchise with your CNIC. Biometric verification is required.

Charges:

• Prepaid: Rs.300
• PostPay: Only security deposit will be required

Time Required:

• Confirmation of payment of all your dues from the other network will be received within 4 business days, after which your number will be converted to Jazz.
• 4 working days for Prepaid
• 13 working days for PostPay

You can check your Prepaid Number Balance via:

• SIMOSA APP:
  • Download SIMOSA App: care.jazz.com.pk/SIMOSAApp
  • Open SIMOSA App Homepage
  • Balance is visible at the top of the HomePage under "Dynamic Dashboard"
• Jazz WhatsApp:
  • Add Jazz WhatsApp (0300-3008000) as a contact on your handset.

  OR

  • Simply click: care.jazz.com.pk/JazzWhatsApp
  • Open WhatsApp → Jazz WhatsApp → Type 'Hi' & send
  • Select "Account Details" from the menu
  • Select Balance & Usage Details
  • The "Remaining Balance' message will show your current balance
• *111#

Requirements:

• Active Jazz SIM

Charges:

• SIMOSA App Balance Check (Free of Cost)
• WhatsApp Self-Service number [03003008000] (Free of Cost)
• *111# (Rs. 0.24)

Time Required:

• None / Immediate

To check your current PostPay bill, you can use any of the following channels:

• SIMOSA APP:
  • Open SIMOSA App Homepage
  • Your Bill details are visible on the top of the Home Page under "Bill Details"
• Jazz WhatsApp:
  • Add Jazz WhatsApp (0300-3008000) as a contact on your handset.

  OR

  • Simply click: care.jazz.com.pk/JazzWhatsApp
  • Open WhatsApp -> Jazz WhatsApp -> Type 'Hi' & send
  • Select Account Details -> Billing Information
  • "Billing Amount' will be shared with customer via WhatsApp message
• Dial *1111# to receive billing details via SMS

Requirements:

• Active Jazz Sim

Charges:

• SIMOSA App Billing Details Check (Free of Cost)
• WhatsApp Self Service number [03003008000] (Free of Cost)
• *1111# (Free of cost)

Time Required:

• None / Immediate

You can recharge your Prepaid number balance via any of the following:

• Online via Web link (Visit the following link on our website to recharge: https://jazz.com.pk/recharge/)
• SIMOSA App (Clicking "Tap to Recharge" on SIMOSA App's homepage & recharge via JazzCash, Credit / Debit Card, Scratch Card)
• Send "Hi" on Jazz WhatsApp number [03003008000] & Select "Balance Recharge" to recharge via scratch card or Jazz Cash account
• Jazz Cash (By pressing the "Mobile loads & bundles" option in Jazz Cash Application)
• 1 link (By visiting any 1-Link ATM nearest to your location)
• Online Banking Applications (Use your online banking application to top-up your Jazz prepaid mobile account)

Requirements:

• Active Jazz Sim
• The minimum amount of Jazz Load is Rs. 100

Charges:

• Not Applicable

Time Required:

• None / Immediate

You can pay your PostPay bill via any of the following:

• SIMOSA App (Press the "Pay Bill" option on SIMOSA App & pay via JazzCash/ Credit or Debit Card/ Scratch Card)
• Send "Hi" on Jazz WhatsApp number [03003008000] & select the 'Pay your Bill' Option to pay the bill via scratch card or Jazz Cash Account
• Jazz Cash App (Press the "Mobile loads & bundles" option in Jazz Cash Application)
• Bill Payment via Scratch (Using Jazz scratch card available at any shop)
• Direct Debit
• Website (Visit https://jazz.com.pk/PostPay/payment-option)

Requirements:

• Whenever required

Charges:

• Not Applicable

Time Required:

• None / Immediate

If you are a prepaid customer, you can check your usage details via any of the following channels:

• SIMOSA App (Go to "View history" icon on SIMOSA App)
• Jazz WhatsApp (Send "Hi" on Jazz WhatsApp Self Service number [03003008000]), go to "Account Details" & select "Call-Recharge History" to receive call history
• Dial *7050#

If you are a PostPay user, you can do any of the following to check your usage details:

• SIMOSA App (Go to the "View history" option in SIMOSA App)
• Dialing *1111# & *2222#

Requirements:

• As and when required

Charges:

• Not Applicable

Time Required:

• None / Immediate

If services on your PostPay number are blocked due to non-payment of Bill, you can restore your number on commitment of payment via:

• Self-Service Channel (*6767#)

Requirements:

• To use self-services, dial *6767# from the same number for which restoration is required
• Follow the instructions to restore your number on commitment of payment

Charges:

• Not Applicable

Time Required:

• None / Immediate

If you are a prepaid user, you can use:

• SIMOSA App (Go to the "Packages" section in SIMOSA App)
• Jazz WhatsApp (Send "Hi" on Jazz WhatsApp Self-Service number [03003008000] & select "Bundle Activation" to activate bundles)

If you are a PostPay user, you can use:

• SIMOSA App (Go to the "Packages" section on SIMOSA App)

Requirements:

• As and when required

Time Required:

• None / Immediate

To receive internet settings for your mobile phone:

• If you are a Prepaid customer, dial *444*6*5# to receive internet settings via SMS.
• If you are a PostPay customer, send blank SMS to 7342.
• APN For prepaid & Postpaid both will be "Jazz"

Requirements:

• As and when required

Time Required:

• None / Immediate

You can transfer ownership of SIM registered in the name of a deceased person to yourself by visiting:

• Franchise Centres
• Experience Centres

Jazz is facilitating the change of ownership of SIMs from a deceased customer's CNIC to his/her legal heir at its nationwide customer experience centers and franchises. Relatives of deceased customers can visit the nearest Jazz Experience Center and/or franchise to get the ownership transferred after necessary documentation/verification.

Only a blood relative (as per the family registration certificate) can transfer Ownership to his name when the existing owner is deceased

• Original family registration certificate (FRC) needs to be presented to verify the family tree
• NOC/Affidavit by other family members in favor of transferee (as per FRC)
• Original CNIC of deceased (or CNIC cancelation certificate)
• Original CNIC of transferee
• A signed undertaking shall be taken from the applicant (transferee) at Jazz Experience centers / Franchises in a format acceptable to Jazz.
• Death certificate (issued by Govt. body like Union Council and/or NADRA)

Possession of a SIM is required to be presented in addition to the above requirements.

• Verification of last recharge / last call history will be performed
• JazzCash account should not be active on the number whose change of ownership is required
• Change of ownership request will be entertained only if the number has not availed MNP, issuance of duplicate SIM, or issuance of new SIM during the last 30 days.

Requirements:

• Demise of Existing Customer

Charges:

• Free of Cost

Time Required:

• 2 Business Days
• 4 business days (for golden numbers)

If your SIM gets stolen, dial *8822# & follow the instructions to block the number immediately or call 111 helpline to block number

Requirements:

• Any Jazz Number

Charges:

• Free of Cost

Time Required:

• Immediate

If stolen SIM gets recovered after blocking, dial *8822# & follow the instructions to restore your number immediately. Alternatively, you may call 111 Helpline

Requirements:

• Any Jazz Number

Charges:

• Free of Cost

Time Required:

• None / Immediate

To effortlessly submit a complaint from your home, Jazz offers you Digital Complaint handling on the SIMOSA App.

Steps to submit Complaint:

● Open the SIMOSA App

● Click on

○ Support->Submit a complaint-> Select your Issue-> Fill all the details & press Submit

You will receive the complaint ID via SMS & our relevant team will get in touch with you.

From SIMOSA App (last 7 days)[Text Wrapping Break]

· Open the SIMOSA App and go to "View History". A 4-digit PIN will be shared on SMS. Enter this PIN when it asks for "Verification Code and press "View history"

· WhatsApp Self-Service (last 7 days)

· Add Jazz WhatsApp (0300-3008000) as a contact on your handset.

OR

· Simply click: care.jazz.com.pk/JazzWhatsApp

· Open WhatsApp 🡪 Jazz WhatsApp 🡪 Type ‘Hi’ & send

Requirements:

· As & when required

Charges:

· Free of cost

Time Required:

· None / Immediate

From SIMOSA App: 

• Open the SIMOSA App, go to "Services" section and click on the "Subscribed" tab next to the search tab. This will display all active services on your mobile screen. 

• Dial 6611# 

Charges:  

·    Free of cost  

Time Required: 

·    None / Immediate

SIMOSA App: 

• Check the Price Plan from home page by clicking on “View All” under the Billing Dashboard 

WhatsApp:  

• Add Jazz WhatsApp (0300-3008000) as a contact on your handset. 

OR  

• Simply click: care.jazz.com.pk/JazzWhatsApp 

• Open WhatsApp -> Jazz WhatsApp -> Type ‘Hi’ & send  

• Click on Account Details 

• Go to “Package-Incentives”  

Dial code: 

·    Dial *1111#

·    An SMS containing Price Plan details will be received 

Charges:  

• Free of cost 

Time Required: 

• None / Immediate 

SIMOSA App:

• Check the activated package from the homepage[Text Wrapping Break][Text Wrapping Break][Text Wrapping Break]

WhatsApp Self Service:

· Add Jazz WhatsApp (0300-3008000) as a contact on your handset.

OR

· Simply click: care.jazz.com.pk/JazzWhatsApp

· Open WhatsApp -> Jazz WhatsApp ->Type ‘Hi’ & send

· Click on Account Details

· Go to “Package-Incentives”

Dial Code:[Text Wrapping Break] · Dial *444*6*2#

[Text Wrapping Break]Charges:

· SIMOSA App and WhatsApp Self-Service are free of cost

· *444*6*2# is free of cost

Time Required:

· None / Immediate

· Incase your number is blocked due to non-filing of tax with FBR, please file your tax returns to become compliant.

· Once the tax is filed, the number will be restored automatically

· For further help, contact FBR helpline at 051-111-772-772

• Visit your nearest Jazz Experience Center

• Choose the iPhone model available at Jazz Experience Center

• Provide required documents

• Complete the payment or installment process

• Collect your iPhone after successful verification

Requirements:

• Upfront Payment - Cash or Credit Card only

• You must have been a Jazz PostPay customer over the last 6 months

• Minimum credit limit will be applicable depending on iPhone model

• In case you face below-mentioned issues after purchasing Package from SIMOSA App please contact Jazz call center 111 for complaint submission

• Issues Faced:

• Load Amount not received from SIMOSA App

• Package not activated from SIMOSA App

• Bill amount not updated after paying via SIMOSA App

• Requirements:

· Transaction date

· Customer CNIC Number

· Amount

· Beneficiary MSISDN

· Transaction ID (TID)

· Your Mobile Number

· Network Operator Name

· SIMOSA OMNO Package name

Via SIMOSA App:

• Open SIMOSA app

• Click on “View All” on homepage under billing dashboard

• Go to “View Subscribed services”

• Subscribe “International Roaming Voice”

Via Dial Code:

• Dial *7626#

Requirements:

• PostPay International Roaming requires a minimum credit limit of Rs. 5,000

• For voice roaming, select a 2G/4G network on your handset

• For data roaming, select 2G/4G (Auto) network settings

• For Tariff Details, you can visit: https://jazz.com.pk/international-roaming-tariff

For assistance, you may contact the roaming helpline at +923002000100 or +923008470112.

VoWiFi (Wi-Fi Calling) allows you to make and receive calls using your mobile number over a Wi-Fi connection, helping improve call quality and coverage in areas with weak signals. This Service is for both Prepaid & PostPay customers

• VoWiFi, also called Wi-Fi Calling enables subscribers to use smartphones that support VoWiFi to make calls from their number through any available WiFi connection

• VoWiFi improves indoor coverage even where there is no Jazz signals Better call quality (Ultra HD Voice), faster call setup time, efficient use of Network resources and no extra App is needed

• VoWiFi will not be available on International outbound roaming

• VoWiFi has no mutual exclusivity dependency for any service

Activation Process:

• Enable VoWiFi via Handset Settings:

• Open ‘Settings’ in Handset

• Search/Select Wi-Fi Calling feature and turn ON after provisioning.

OR

• Open “Phone” Application

• Tap on three vertical dots (More Options)

• Select “Settings”

• Turn ON Wi-Fi Calling feature

Deactivation Process:

Customer to deactivate/disable VoWiFi option from handset by unchecking Wi-Fi calling feature

• To get your PUK code, send your complete number via SMS to 7023 (from your Jazz number only). Alternatively, you can use 99999999 (eight nines) instead of the PUK code.

Requirements:

• Be careful! Entering the wrong PUK code may block your SIM, requiring a replacement. Contacts saved in your SIM card may be at risk of loss & Jazz does not have the backup of your contacts

• If the PUK code does not work, visit the nearest Jazz Franchise or Experience Center

• After entering the PUK code, you will need to set your PIN code to 0000

You can get your monthly PostPay bill using any of the following channels:

SIMOSA App:

• Open SIMOSA App

• Go to “Bill Details” from homepage

• Select “Download” from Bill Details tab

• Enter Verification code “XXXX”

• Download the Bill

Jazz WhatsApp:

• Add Jazz WhatsApp (0300-3008000) as a contact on your handset.

OR

• Simply click: care.jazz.com.pk/JazzWhatsApp

• Open WhatsApp 🡪 Jazz WhatsApp 🡪 Type ‘Hi’ & send

• Select “Account Details”

• Select “Monthly Invoice

• Select “Month”

• Get invoice in PDF file format

You can voluntarily block your number for a period of 90 days.

For Prepaid:

• You can get your prepaid number voluntarily blocked for a maximum of 90 days

• Number should be reactivated with in maximum 90 days from last charged activity (such as outgoing Call, SMS or Mobile Internet usage).

• After 90 days, number may be permanently blocked (re-issued to a new customer) as per policy

• In case there is some balance available on your number, you will be guided to utilize available balance before volunatary blocking

For PostPay:

• Your outstanding bill must be cleared before submitting a voluntary blocking request

Request Entertained At:

Voluntarily blocking request can only be placed using below mentioned channels:

• 111 Helpline (for Prepaid)

• 777 Helpline (for PostPay)

• Experience Center

• Franchise

• Jazz Customer Care Team (via Email)

To report a stolen mobile phones, you can use the following link: https://complaint.pta.gov.pk/RegisterComplaint.aspx to register a blocking request / complaint.

• Details required from you will be available as a form on the website

• You will receive a complaint reference number upon successful registration of blocking request

Channels to Submit Complaint:

Following channels can also be used to submit a blocking request / complaint:

• PTA Fixed Line Number: 051-9207059

• PTA Toll Free Number (FOC): 0800-55055 (9:00 AM to 9:00 PM 7 days a week)

• PTA Headquarters or nearest PTA Zonal Office.

• Citizens Police Liaison Committee (CPLC)

• Helpline: 1102, 021-35662222 & 021-35682222 for lodging complaint of snatched / stolen / lost mobile phone.

The status of blocking can be checked after 16 Working Hours of reporting, via above-mentioned channels. Once blocked, following status shall be displayed against the stolen IMSI search.

• “Your mobile device (IMEI#) is blocked (Reported Stolen / Lost / Misused to PTA)”

MNP stands for Mobile Number Portability, allowing you to change your mobile network while keeping the same number. Your existing mobile number remains unchanged.[Text Wrapping Break]

Requirements:

• You can Port In to Jazz from Other Mobile Networks as a Prepaid and PostPay user

• Your number should be active

• 60 days must passed after activation or change of ownership from Other Network

• MNP charges for Prepaid users are Rs.300,

• MNP charges for PostPay users will be as per deposit (Only security deposit is required)

How to Port-in to Jazz from Other Mobile Networks:

• Write MNP and send to 667. Charges: Rs.2+Tax/ SMS

• You will receive SMS from your existing network operator

• You will forward the SMS information received from 667 to 76300. Charges: Rs.2+Tax/ SMS

• Visit Jazz Office or Retailer for Biometric Verification & new Jazz SIM

• 4 working days are required to port your number to Jazz

• Add Jazz WhatsApp (0300-3008000) as a contact on your handset.

• Open WhatsApp 🡪 Jazz WhatsApp 🡪 Type ‘Hi’ & send[Text Wrapping Break][Text Wrapping Break][Text Wrapping Break]

OR[Text Wrapping Break]

• Simply click: <WhatsApp Link>

Process:

• Below menu will appear after you send “Hi” on Jazz WhatsApp:

· Account Details

· Pay your Bill

· Bundle Activation

• From here, you can explore the menu to avail a number of self-service options to manage your number via Jazz WhatsApp

ROX is a lifestyle App offering data packages, shared packages, discounts, vouchers, and daily streak rewards. Engage with the App daily to earn points and redeem exciting perks[Text Wrapping Break]

ROX Offers:

• Flexible packages

• Digital onboarding

• In-app management.

• You can control your plan, usage, and payments through the ROX app.

• ROX is designed for a simple and fully digital mobile experience.

• Download ROX App by visiting www.rox.com.pk

ROX is a lifestyle App offering data packages, shared packages, discounts, vouchers, and daily streak rewards. Engage with the App daily to earn points and redeem exciting perks[Text Wrapping Break]

ROX Offers:

• Flexible packages

• Digital onboarding

• In-app management.

• You can control your plan, usage, and payments through the ROX app.

• ROX is designed for a simple and fully digital mobile experience.

• Download ROX App by visiting www.rox.com.pk

SIMOSA is a Jazz self-service app that helps you manage all Jazz services easily.

SIMOSA allows you to:

• Buy Packages

• Pay Bills

• Check Bill details

• Avail various available discounts

• View your call history

• Manage International Roaming

• View How-to Process (in Support section)

• Submit Complaints

Process:

· Download SIMOSA App: care.jazz.com.pk/SIMOSAApp

Requirements:

• You need to be a PostPay customer

• You need to have been on Jazz Network for at least 3 months to be eligible for PostPay Handset Installment Plan

• You will be required to make a down payment via cash or Credit/Debit card at the time of purchase

• Monthly handset installments will be reflected in your PostPay bill

• You can also incur / pay the installment charges at the point of handset acquisition

• Prices of Smartphone(s) are subject to change without any prior notice

• You can also avail the handset on full price

Process:

• Visit below link & check your eligibility to proceed further:

• https://jazz.com.pk/handsets-on-installment-for-PostPay-customers

• If you are eligible, please visit Jazz Experience Center to get your Handset

• Your SIM has been blocked as per instructions from PTA

• You can not restore this number or get a new number due to restrictions implemented by PTA

To submit a fraud-related (attempted and/or executed) complaint on JazzCash, please use any of the following channels:

• If you are a Jazz customer, call JazzCash Helpline 4444 from your number to report Fraud

• If you are not a Jazz customer, call 111-124-444 (without area code) to report Fraud

• You can also report fraud via email to Jazzcash: “[email protected]”

Jazz offers the a number of self-service channels, allowing you to easily manage your Jazz number & related services:

Jazz Self Service Channels

SIMOSA

WhatsApp Self-Service

Jazz 5G services have officially launched, marking another major milestone in our journey to deliver next-generation connectivity and superior digital experiences for you.

The introduction of 5G technology will enable significantly faster data speeds, ultra-low latency, and enhanced network capacity, unlocking a new era of connectivity. This launch further reinforces Jazz’s commitment to leading Pakistan’s digital transformation, enabling individuals and businesses to benefit from cutting-edge mobile technology.

The term “Purchase of SIM” means procuring/acquiring connection to the network of PMCL by a customer for availing telecommunication and other related services from PMCL. SIM always remains the property of PMCL and by issuing SIM to customer, only rights to use are given and no ownership is transferred to the customer in any manner, whatsoever. The customer is bound to return the SIM to PMCL in case he stops using service or agreement is terminated or if their network is ported to another provider.

A Value-Added Service (VAS) means all services provided by Jazz other than GSM services (Calls, Data & SMS). VAS may include Missed Call Alerts, streaming services, ring tones/ ring back tones, infotainment, gaming etc. To check out different VAS provided by Jazz, please visit: https://jazz.com.pk/prepaid/products-and-services

Prepaid balance does not expire and has unlimited validity even if you do not perform any activity (Calls, SMS, Data).

A dispute relating to change of ownership/transfer of number / SIM without consent can be lodged within 30 days of such change/transfer, along with supporting evidence. Please note that any dispute lodged after 30 days of change of ownership will not be entertained.

A complaint with respect to activation of any Value Added Service (VAS) without consent and/or for refund of amount charged can be lodged immediately but not later than 60 days of such activation along with supporting evidence. Complaints raised after 60 days of said activity will not be entertained due to system constraints.

Yes, taxes (i.e., Sales Tax/FED and Advance Income Tax) are applicable on the amounts charged to PostPay customers as late payment fees. A late payment fee of Rs.100 (plus applicable taxes), will be charged on bills remaining unpaid after the due date, in addition to the price of the monthly subscribed package plan.

You can avail Jazz Advance by dialing *112# and via SIMOSA app.

Status of your prior Jazz Advance can be checked by dialing *112*2#, upon which you will receive details of Advance amount availed, service fees and amount to be deducted upon recharge.

For new SIMs / numbers, one recharge is mandatory for Jazz Advance eligibility.

For JazzCash related queries, please contact our dedicated 24/7 JazzCash helpline: 4444. The charges for each call are Rs. 2.39 per call.