FAQ > Customer Support

Customer Support FAQ:

1. How many call centers does Asiacell have?
Four call center.
- East region serving (Suleimaniyah- Kirkuk) and (Erbil Gov.)
- West Region serving (Mosul-Tikrit) and (Dohuk Gov. <Future> )
- Center Region (Baghdad ,,Najaf & Karbala ), (Dyala , Romadi )
- South Region (Basra,Diwanyah, Emarra, ) & Hilla).
2. How can I contact asiacell call centers?
If you have a prepaid line –please dial 111.
If you have a post paid line –please dial 121
From fixed phone by dialing:
Prepaid:
Suly & Kirkuk: 07701115120
Mosel: 07701115121
Baghdad: 07701115122
Basra & Omarah: 07701115123
Postpaid:
Suly & Kirkuk: 07701115130
Mosel: 07701115131
Baghdad: 07701115132
Basra & Emarah: 07701115133
While you are (roaming) abroad and you want customer care support please dial : <N.B.: the call will be charged >
Pre paid:
- 009647701115120
- 009647701115121
- 009647701115122
- 009647701115123
Post Paid:
- 009647701115130
- 009647701115131
- 009647701115132
- 009647701115133
3. What are the working hours of Asiacell Call Center?
Daily from 8:00am to 12:00 midnight (Iraq local time).
4. How can you speak with a customer care agent?
After dialing 111 for prepaid & 121 for postpaid, you will be asked to select a language (Arabic, Kurdish or English).An agent will answer your call in the selected language.
5. What sort of questions or queries can be handled when you contact CC?
- VMS activation
- Codes & Tariff
- GPRS activation
- Coverage
- Release from Black list
- Providing PUK & PIN code
- Barring
- Check balance
- Premium SMS - User guide
- International Roaming

SIM Card
1. How can any one get an Asiacell SIM card?
Asiacell SIM card is available in approximately 4,500 POSs spread out all over the governorates that have Asiacell coverage.
2. Are there any other ways to get Asiacell SIM card?
There are 52 main distributors spread out in the regions that covered with our service and as below:
Baghdad: 22 main distributors
Mousel: 6 main distributors
Basra: 7 main distributors
Kirkuk: 4 main distributors
Salah Al Din: 7 main distributors
Diyala: 2 main distributors
Asiacell own shops: 7 shops in 5 governorates.
3. How much is the price of Asiacell SIM card?
The current price of Asiacell SIM card is 10$.
4. Is there a user guide that verifies how to use the SIM card after buying it?
There is a user guide that verifies the procedure of activating the SIM card and the buyer will find more details about the services that available in Asiacell SIM card, in the other side every POS that deals with Asiacell have a clear idea about that procedure in order to help the person that buys the SIM card.

Scratch Cards
1. How can the new subscriber get the credit to charge his/her new line?
The new subscriber can get the scratch card in order to charge his/her new line with credit in the same POS that bought the line from, he will find three categories of scratch card to buy, so the POS can sell the prepaid line, the scratch cards and give any assistant needed in that process.

Postpaid Line
1. Is there any other kind of SIM card that the person can buy?
Beside the prepaid line there is another kind of SIM card which is the post paid line.
2. How about the post paid line, is it available in the POSs too?
The post paid line is exclusively available in the own shops of Asiacell it self.
3. How much is the price of the post paid line?
The price of the post paid line falls into categories; due to the services that the buyer needs, each addition makes a difference in the price.

Asiacell Shops
1. If any problem appeared how can I get the support to solve it?
In addition to the costumer care service, Asiacell has own shops in each governorate that has coverage in order to give the necessary assistant to the subscriber to solve the problems that he/she face or any require he/she may have.
2. Can I tend to those shops at any time per day?
The working hours of those shops are below:
Baghdad shop: from 8:00 am to 4:00 pm
Kirkuk shop 1, Kirkuk shop2: from 8:00 am to 4:00 pm
Mousel shop 1, Mousel shop 2: from 8:00 am to 4:00 pm
Suleimania shop: from 8:00 am to 12:00 o'clock at midnight
Immara shop: from 8:00 am to 4:00 pm.
3. Are those shops capable to help me in any thing?
These shops are able to help you in any problem related to your Asiacell SIM card; you will be face to face with well trained sales and costumer care representatives ready to any requires you have.

General
1. Are there any conditions in order to be an Asiacell subscriber, any documents needed?
The documents needed to buy a prepaid Asiacell SIM card are:
For Iraqi (two photos, a copy of ID card).
For foreigner (two photos, a copy of passport).
The documents needed to buy a post paid line are:
For Iraqi (two photos, a copy of ID card, a copy of residence card).
For foreigner (two photos, a copy of passport).
2. Why I should take these documents, what they are necessary for?
These documents are for the subscriber contract, this contract is the document that ensures the subscriber rights with the company, the relation between the company and the subscriber is represented in this contract.
3. Why should I buy Asiacell SIM card in Iraq?
As you see the uncomplicated way to have Asiacell SIM; which enables you to have the most spread out GSM service in Iraq, the simplest call fees and the most reachable face to face costumer service centers (the own shops of Asiacell).
4. Through mobile communication, which one connects faster, the voice connection (call) or (SMS)?
The voice connection (call) is faster.
5. What does GSM stand for?
Global System for Mobile Communications
6. Why has Asia Cell changed SIM Card from (7) numbers to (11) numbers?
Every company in Iraq has been set up with 11 digits according to the license obligations.