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Frequently Asked Questions


Q: What is the PIN Number?

The Personal Identification Number (PIN) of your SIM Card is a secret number of four digits, which is used to activate the SIM card.

Q: Where will I see my SIM PIN?

Your Unique PIN will be printed on the SIM Card Holder.

Q: What is the PUK Number?

PIN Unblock Key (PUK) is required when an incorrect PIN Number has been entered three times, the PIN will become blocked. The PUK allows the SIM PIN to be reset.

Q: I blocked my SIM card, how do I get the PUK number?

The PUK Number is printed on your SIM Card Holder

Q: What SIM size does my Device need?

The Standard SIM should be inserted in your device

Q: Can I use my SIM for voice calls

No. Paratus currently only offers data services

Q: Will my unused MB be carried over to the next Month?

No. Unused MB will not be carried over to the next billing cycle, “Use it or lose it”. Pre-Paid Data is valid for 30 days from Top Up date

Q: What should I do if my SIM is damaged?

Damaged SIM cards will need to be replaced with the same MSISDN number, after paying a replacement fee. Visit the nearest Paratus Shop with a Copy of your ID to confirm ownership. If the SIM card is registered to a company – they will need to have an authorisation letter from the company as well as a copy of the requestors ID?

Q: What should I do if I lost my SIM Card?

Please contact our call centre to disable your SIM card to avoid data loss, and visit in store for replacement SIM card.

Q: What is the SIM replacement Fee?

N$20.00 incl Vat. This does not cover the device – a replacement device will need to be purchased

Q: What Number may I phone for Help?

You Can Phone the Call Centre at 083-LTE or 083 583

Q: Where will I be able to use my data device?

LTE services are currently available in Windhoek only within coverage areas.

Q: What can I do when my data is depleted?

Access the Paratus portal to purchase Out of Bundle data, as well as from the Paratus retail outlet at the Grove Mall or Katiti Vendor

Q: May I still access the Portal, if I don’t have any data?

Yes, the Portal is free and connection will be granted

Q: Will I be able to access  4G LTE, 3G and 2G on Paratus network?

No, we only offer 4G LTE Services

Q: May I Roam with my data package?

Roaming is not applicable to the Paratus SIM card


Q:What data is included in the Flix 100GB package?

You are able to use Netflix, Showmax and Youtube

Q:How much data does Netflix use? *

Netflix Quality Level Usage per Hour in GB Usage per month with an average of 2 hours / day
Good Quality 0.3 GB 18 GB
Better Quality 0.7 GB 42 GB
Best Quality – Standard Definition 1.0 GB 60 GB
Best Quality – High Definition 2.3 GB 138 GB

Q:How much data does ShowMax use? *

Showmax Quality Level Usage per Hour in GB Usage per month with an average of 2 hours / day
Good Quality 0.3 GB 18 GB
Better Quality 0.7 GB 42 GB
Best Quality 1.42 GB 85.2 GB

Q:What happens if the 100GB Flix data is depleted?

You will automatically continue to watch Flix using General Data or Data Bundle Top-up’s

Q: How do I add more data to my account?

You may access the Paratus portal to add data bundles.

Q: How do I use less data on Flix that I am watching?

Refer to specific guidelines on the websites of the related service to change settings to a lower resolution streaming quality.

*Estimated maximum data usage for the selected quality level. Actual results could be lower depending on speed of internet connection. Disclaimer: Data usage varies by device. The above examples are based on averages and are estimates only. The actual amount of data used for the described activity can vary.

LTE Wingle

Q: How do I log into the LTE Wingle E8372 (Dongle)?

Open your Web Browser and type in the following IP address,

  • Username: admin
  • Password: admin

Q: My SIM is inserted into my Wingle, but has no internet with a flashing BLUE LED

Your Wingle requires the SIM PIN to be entered to enable the SIM

Q: My Wingle LED flashes GREEN?

NO SIM is inserted or your SIM card does not authenticate.

Q: Where can I find my Wingle’s WIFI Key?

Option 1

  • Insert the device into PC or Laptop
  • Log into the following IP
  • Go to settings - See your SSID and WIFI Password.

Option 2

  • Take the SIM cover off the Wingle
  • See small label with MODEL SSID WIFI KEY and IP of device.

Netgear Pocket WIFI

Q: How do I log into the Netgear 785s Pocket WIFI?

Connect to the Netgear WIFI and Open your Web Browser and type the following IP address in the web browser :

  • Username: admin
  • Password: password

Q: Where can I find my Netgear Pocket Wifi Info?

Press one of the two buttons above the display screen, on the screen you will see the SSID and the SSID password

Customer Portal

Q: How do I Register on the Customer Portal?

To register on the LTE Customer Portal

  1. Click on the “Register Button”
  2. Register with your Mobile Station International Subscriber Directory Number (MSISDN)
  3. and Complete the Registration Form Online
  4. click the checkbox to accept the Terms & Conditions
  5. Once the Registration Form is completed
    • Customer will receive an email with a One Time Password (OTP) that is valid for one login session via registered email address
    • Customer will then be directed to the Login page where the customer must
      • Change the Password
      • Setup 3 Security Questions

Q: How Do I view my balances?

To be able to view your balances you must be registered on the Customer Portal (See Q: How do I Register on the Customer Portal?)

Click on the “Login Button” and then Click on the view Balances

Q: Where do I receive my one time PIN when registering via the LTE portal?

The One Time Pin will be sent to your registered email address

Q: What information can be viewed on the Customer Portal?

Personal information, account information, available account balance and data usag

Q: May I transfer data to other MSISDN?


Q: What is throttling?

When the included data on a contract package is exhausted, the data throughput is limited

Q: What is capping?

When data is exhausted on pre-paid services all data throughput is stopped until a data bundle is applied. The customer may still access the portal to add data bundles.

Top-Up Data

Q: May I purchase data bundles via the customer portal?

Yes with a valid visa or mastercard that is enabled for online transactions

Q: May I purchase data bundle with my debit card?

Yes as long as it is a valid Visa or MasterCard and enabled for online transactions

Q: Will my Old Mutual / Nammic bank card work to buy Data bundle?

Yes as long as it is a Visa or MasterCard and enabled for online transactions

Q: What steps should I follow to purchase data bundles via portal?

  • Step 01: Navigate to the Paratus customer portal to top-up your data. and click on the login button.
  • Step 02: Click the register button if you have not previously registered.
  • Step 03: Select the product in the drop down for which you are registering.
  • Step 04:: Complete the registration form online, accept terms & conditions and submit.
  • Step 05: You will receive a one-time password (otp) to your mobile handset.
  • Step 06: You will also receive an email with a temporary password.
  • Step 07: Use this information to login and setup a new personal password and three security questions.
  • Step 08: You may then log into the customer portal and add additional data bundles to your account as required.

Q: Will the top-up be on my device immediately after I complete payment?

Yes, as long as the transaction completed successfully

Q: Will I be charged VAT on the data bundle purchase?

Yes, VAT will be charged at the standard rate

Q: How long will my Top Up data bundle be valid?

The data bundle is valid for 30 days on a “use it or lose it” basis