Can I get a new mobile FROG without going to a COSMOTE/GERMANOS store? 

Certainly! Order your SIM card online and choose "Get a new number". Its activation is easily done through the FROG app or at cosmote.gr, only with your ID (or other identification document) and a selfie! The signing of necessary documents is done electronically, and your prepaid plan is activated in a few minutes. 

Can I keep my number from another provider by getting a prepaid plan? 

Yes, you can, as long as the number is registered at your name! Order your SIM card online and choose "Keep the number you already have at another provider". Its activation is done through the FROG app only with your ID (or other identification document) and a selfie! After electronically signing the necessary documents, the process of transferring your number will commence. Once the activation completed, you will be notified by email. 

 
I already have FROG; can I get the activation offer through online SIM card ordering? 
The activation offer is only valid for new connections. If you want to get this offer, you need to activate a new FROG SIM card either with a new number or by transferring the number you already have at another mobile provider. 

How many prepaid plans can I order online? 
You can only get one prepaid plan per order. If you want more, you must repeat the process after activating each prepaid plan. Attention! You cannot have more than 20 prepaid connections registered at your name across all mobile providers in Greece. 

I have a COSMOTE NEO order in progress; can I order a new prepaid plan? 
Yes, you can if it is under a different name. If you want to activate it under the same name, you must first complete the COSMOTE NEO order that is in progress. 

Can I get a new prepaid plan number if I am under 18? 
No. According to the law, you must be over 18 to register a new connection under your name. 

Why do I need to add my e-mail? 
Your e-mail is required to send you updates about the progress of your order, as well as the transaction receipt. 

I have ordered a SIM card for my prepaid plan. How can I track my order? 
We will e-mail you the tracking code for the SIM card shipment by the courier company. Additionally, you can check the status of your order in the "Requests" section on the COSMOTE App, by selecting "Orders". 

When will I receive the SIM card for my prepaid plan? 
You will receive it within 4-5 working days from the order submission date. 

If the courier cannot find me at the address I provided for my order, what should I do? 
They will leave a note indicating at which branch of the courier company you can pick up your order. 

Do I need to sign any documents when I receive my prepaid plan’s SIM card? 
No! The signing of necessary documents is done electronically during the activation process of your prepaid plan. 

Can I use my prepaid plan’s SIM card immediately upon receiving it? 
No, you need to activate it first through the FROG app. The process is simple and fast. Once the activation is complete, you will be notified via e-mail. If you have requested a number transfer from another provider, you must wait until you are disconnected from the previous network before inserting the new SIM card into your mobile. 
 
How can I activate the SIM card? 
Go to the "Activate SIM card" section in the FROG app and follow the steps on your screen. You will need the envelope of the SIM card you received, your ID (or another identification document), and a selfie! Once your prepaid plan is activated, you will be notified by e-mail. 
 
I can't activate the SIM card. What should I do? 
To activate the SIM card, go to the "Activate SIM card" section in the FROG app and follow the steps on your screen. You will need to scan the barcode on the SIM card envelope using your mobile camera. Alternatively, you can enter the SIM card code manually. If activation is not possible, you will see a relevant explanatory message on your screen. If you don't activate the SIM card promptly, your order may be canceled, and you'll need to place it again. 
 
What documents do I need to activate my prepaid plan? 
To activate your new number or complete your number transfer to your new prepaid plan, you'll need to take a photo of your identification document (ID or passport) and a selfie, which will be used exclusively for the identification process. In case of any issues (e.g., unclear document), you'll see a relevant message on your screen guiding you accordingly. 

How can I track the progress of my prepaid plan activation? 
You can check the activation progress in the "Requests" section on the COSMOTE App by selecting "Orders". Additionally, you'll receive updates via e-mail and SMS. 

Can I activate a prepaid plan under different personal data, other than my own? 
No, activating the prepaid plan must be done using your personal identification data. 

What happens if I don't activate my prepaid plan’s SIM? 
The SIM card’s activation window may expire, and you'll need to place a new order. Especially when transferring your number from another provider, if you don't proceed with the activation process promptly, the transfer request won't be sent to your current provider until you do so. 

What is immediate and indirect portability? 
You can activate your number immediately upon receiving the SIM card (immediate portability) or wait 14 calendar days from signing the contract for the number transfer process to start (indirect portability). During this period (withdrawal period) and until your prepaid plan is activated, you can cancel your order from the "Orders" section. Otherwise, you'll lose the right to withdraw. Attention! The number must be registered under your name, in order to be able to apply for number portability, otherwise your request will be rejected by the National Reference Database of Portability (NRDBP). 

What will I have after the expiration of the activation offer for my prepaid plan? 
You can choose one of the available bundles for your prepaid plan. However, gifts and surprises never stop, so stay tuned! 

My mobile accepts a specific type of SIM card (nano-SIM, micro-SIM, etc.). What should I do to receive a compatible SIM card for my mobile? 
The SIM card you will receive will be a 3-in-1 SIM, compatible with all mobiles. Depending on the SIM card your mobile accepts, you can remove the corresponding card from the frame and place it in your device. 

Is there a cost for ordering the SIM card for my prepaid plan? 
If you have chosen WHAT’S UP, COSMOKARTA or FROG, your order costs €3. Your order includes the SIM card for your prepaid plan and communication gifts that are automatically activated with the purchase of specific bundles for 6 months from your prepaid plan’s activation. If you have chosen Mobile Internet with a card, your order costs €20 and includes the SIM card with 15GB for 12 months integrated for immediate use after activation. Upon completion of your SIM card online order, payment is made with a credit or debit card. 

What identification documents can I use for my prepaid plan? 
The following identification documents can be used: 
1.    National identity card 
2.    Special ID for Foreigners (Constantinople, Imbros, Tenedos) 
3.    Official identity card 
4.    Greek residence permit 
5.    European identity card 
6.    Greek residence permit certificate 
7.    Security Forces identity card 
8.    Alien's card requesting political asylum 
9.    Diplomatic identity card 
10.    Residence permit on humanitarian groups 
11.    Passport 
12.    Special ID for Foreign Fugitives 
13.    Expatriate identity card 
14.    Special card for aliens who have not been granted 
15.    Refugee identity card 
16.    Non-deportation certificate for aliens who have applied for citizenship 
17.    NATO Employee Proof 
18.    Travel document (T.D.V) for beneficiaries and applicants for international protection 

According to the legislative framework, the digital identity card in the gov.gr wallet cannot, for the time being, be used for personal data verification/ identification of the owner of a telecommunications connection remotely (e.g. via app/ web portal). The digital identity card in the gov.gr wallet is only valid for personal data verification/ identification carried out by an authorized representative of the electronic communications provider with the physical presence of the owner of the connection (e.g. at the provider's stores).