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What is TV+?

This is a mobile app and web platform that enables you, by using TV+ app, to watch more than 110 local and foreign channels, your favorite films and TV series from your mobile phone, tablet or the www.turkcelltvplus.com.tr​ website, plus it gives you the chance to also rent the most popular and up-to-date movies.

Who can use TV+ service?

All Turkcell and Turkcell Superonline subscribers can benefit from this service. Turkcell Superonline subscribers can use the service via the web, and Turkcell subscribers can use it through the web, or their mobile phones and tablets.

How can I log into TV+?

Turkcell subscribers can log in with their Turkcell phone numbers and Passwords, while Turkcell Superonline customers can log in with their customer numbers and passwords.

How can TV+ Packages be purchased?

You can get information about our packages by calling our customer services on 532.

Is TV+ a contracted package? If I cancel it, will I have to pay a cancellation fee?

TV+ subscribers will not have to pay any commitment or cancellation fee. When you cancel your TV+ subscription, it will be canceled automatically at the end of your subscription period.

What is BiP?

BiP is a new generation app that enables you to experience instant messaging with your loved ones over the internet. You can send your pictures, videos, sound recordings and text messages along with unique content instantly and free of any charge.

With BiP app;

  • You can instantly message your friends using BiP.
  • You can send messages to more than one person at the same time.
  • You can share your location with one-on-one or group messages.
  • You can make your texts more entertaining with caps and stickers exclusive to BiP.
  • You can generate your own caps from BiP by using your existing photo or taking a new photo.
  • You can make your messages disappear from the chat screen at the end of a predetermined period while you are messaging your loved ones using the BiP special disappearing message feature.
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Who can use this app?

BiP is an instant messaging app that can be used by TURKCELL and other operators’ subscribers. All users who own iOS and Android mobile devices can download and use this app. It cannot be used yet on Blackberry and Windows mobile devices.

How can I access this app?

This app can be downloaded from App Store, Google Play or AppMarket.

How can I remove the BiP app?

The app can be removed by uninstalling it.

What is the Merhaba Umut app?

Merhaba Umut is an app that meets the communication needs of Arabic speakers, particularly Syrians, who are living in Turkey for the short or long-term. With Merhaba Umut, it is possible to learn Turkish, communicate in Turkish and reach information needed for everyday life.

Who can use this app?

All Turkcell and non-Turkcell users can benefit from this app.

How can I access this app?

This application can be used on smartphones and tablets with iOS and Android operating systems.

How much internet do I consume?

This app is free of charge and subscription is not required. Mobile internet consumption will be charged via the user’s current date plan, as this app has online running features.

How can I remove the Merhaba Umut app?

Merhaba Umut is not a service that needs canceling as it doesn’t require subscription.

What is Turkcell 4.5G?

4.5G is a fourth generation telecommunication service that provides faster mobile internet speed, more data capacity, and less time lags.

Will I need to pay an additional charge to get 4.5G?

No, you can experience 4.5G without paying any additional charge.

What difference will 4.5G technology make?

4.5G technology will make a fundamental difference in many areas, improving your video watching experience on mobile devices, your ability to share high-volume data, plus you’ll notice the difference in cloud services, smart home and city infrastructures, and mobile offices, mobile health and mobile education services. We’ll start to do most of our work and daily activities on our mobiles, and this will continue to change our usage habits and entire sectors. Companies and employees will be able to work more efficiently outside the office and will be able to get hold of the information and files they need with 4.5G speed anywhere as long as they within a 4.5G coverage area. The Internet of Things (intermachine communication) and cloud computing will show their true potential. Smart city and smart home infrastructures will be able to work perfectly and it will provide high efficiency and great convenience in every aspect of our lives. Remote access to mobile health and mobile education will be much easier.

How can I benefit from 4.5G?

In order to experience the advantages that 4.5G can offer, you need to be within a 4.5G coverage area and use a 4.5G compatible SIM card and supporting device. You can already get your 4.5G compatible SIM cards at Turkcell Stores, or through a corporate sales representative if you are a corporate line user.

What should I do to change my SIM card for a 4.5G compatible one?

You can visit your nearest Turkcell Store to change your SIM for a 4.5G compatible one.

Will I be charged for changing my SIM card?

Yes, a SIM card change costs 22 TL including VAT.

What should I do to make an overseas call from Turkey?

You can also activate international calls by texting YURTDISI ARAMA (meaning “international call”) free of charge to 2222, or deactivate them by texting IPTAL YURTDISI ARAMA (meaning “cancel international call”) to the same.

How can I make an international call from Turkey?

If the person you’re calling is a Turkcell customer who is currently abroad, you just need to dial their mobile phone number.

Calls to other countries while abroad can be made by dialing the current country’s international exit code, the receiver’s country code, the receiver’s network code and then the number.

To call the user of an overseas operator while they are in that country, simply dial their mobile phone number.

Will I be charged for receiving international calls while I am in Turkey?

No, you will not be charged for receiving international calls while you are in Turkey.

Where can I find out about your international call/SMS/internet packages from Turkey to overseas?

You can get information by calling 532.

Can I use my domestic package minutes for international calls/SMS messaging from Turkey?

You can use your domestic minutes and text messages only towards local numbers.

How can I activate my number to use in abroad ?

In order to activate the roaming status of your individual line; the legal owner or user has to apply.
From Turkcell Customer Services (532 from Turkey or +90 532 532 00 00 from abroad)
TIM and Turkcell stores (Domestic)
Mobile Signature with Online Transaction Center
By sending SMS to 2222 (Domestic)
You can reach Turkcell via "My Account" by logging in with your password,
Roaming activation can be made by calling 00905327570532 from abroad free of charge.
Opening via SMS:
If your line is closed to use in abroad, you can text INTERNATIONAL, ULUS, ROAMING or ROAM to 2222 for free to inquire whether your line is open to use in abroad. The transaction can only be done when you are in Turkey. Roaming deactivation process can be done by sending "IPTAL ROAM" sms for free.

How can I make calls when I am abroad?

Make calls from your destination country by putting ‘+’ and country code in front of the number. .Your mobile phone will automatically choose the operator that has the most extensive coverage area. If you are not sure about your mobile phone’s automatic operator selection feature, you can make this choice through your phone’s settings menu.

Can I also use my domestic package minutes abroad?

You can get information roaming usage rates of your plan from customer services by calling 532.

How can I add money to my account?

You can use your turkish bank credit card to top up TL, Nar and mobile and computer internet packages for any Turkcell number on the TL/Paket Yükle (Money/Package Top Up) page, reached from the link on the top right corner of turkcell.com.tr homepage. Click for instant money or to add to your package.
You can also add money by stopping by your nearest Turkcell Store.

How can I buy a package?

To buy a package with your current balance, you can call 532. You can also buy a package by stopping by your nearest Turkcell Store.

Up until when I must top up my account with TL to be able to use my number?

You can make and receive calls and benefit from all pay-as-you-go services for 180 days, starting from the moment you top up your number. If you don’t add money within this 180-day period, a 90-day “Semi-Active Period” will start. During this period, people can reach you, but you can’t make calls, even if you have credits. To be able to make calls, you have to top up your line every 180 days. If you don’t top up your line at the end of semi-active period, your line will be canceled and cannot be used again until you buy it back from a TURKCELL communication Center.

How can I find out when I need to make a top up to be able to continue to use my number?

You can find out your usage periods by dialing *166*5# from your mobile phone.

How can I check how much credit I have left?

You can find out by dialing *123# from your mobile phone.

I can’t read what is written on my TL top up card. What can I do?

If you can read at least 6 digits of your passcode, you can add units by dialing *128# from your mobile phone. If you can read less than 6 digits of the passcode, you can get help by visiting a Turkcell Store..

Radio usage fee

Why is this fee charged? This fee is the amount that has to be paid to the government for telecommunications services. The fee for 2017 has been determined as 19.68 TL (this was 18.95 TL for 2016) in accordance with the decision of the Information and Communication Technologies Board. Turkcell pays this amount to the government on behalf of its subscribers at the beginning of each year as a lump sum payment. However, it receives this amount on a monthly basis to provide easy terms of payment to its subscribers. For pay-as-you-go numbers, this is received in equal installments over 12 months.. Dial *100# and tap the call button. Select Reply from the menu displayed and text “4” free of charge to learn your Radio Usage Fee.

Some of my credit has gone, can I find out which subscriptions my line is registered to?

You can call 532 to find out your line’s current subscriptions.

I tried to top up my account but it didn’t work. What could be the reason?

If your credit top-up was not successful, you can call 532.

I’ve topped up the wrong account, can I cancel it?

If you’ve put credit on the wrong number, you can call 532 to get information on how to cancel the transaction.

What is Avans TL (Advance Money)? How can I subscribe?

Avans TL (Advance Money) is a service that allows our customers to have an account in minus balance. With Avans TL (Advance Money), Turkcell gives you an advance of 8TL when your balance is about to finish, so that if you’re in the middle of a call you won’t be cut off. Our individual pay-as-you-go card holder costumers who have been members of Turkcell for more than 90 dayscan benefit from our Avans TL (Advance Money) service just for 99 kurus per month.

What is TL Transfer (Money Transfer)?

TL Transfer (Money Transfer) is a service that enables you to transfer money to pay-as-you-go users via your Turkcell number. If you are using postpaid, the transferred amount will be added to your bill, if you are pay-as-you-go, it will be deducted from your current balance. You can also make transactions by texting to 8888. Write the receiver’s number without the first 0, leave a space and add the amount that you wish to transfer. (Example: 5XXXXXXXXX 25)

How can I find out my PUK code?

You can call 532 to learn your puk code.

How can I cancel services?

You can call 532 to unsubscribe from the current service subscriptions on your line.

How can I find out my invoice amount?

You can text FATURA (meaning “invoice”) to 2222. You will be charged in addition to your package.

How can I pay my bill?

You can call 532 or visit a Turkcell Store to pay your bill.

How can I find out my billcycle date?

Your billcycle date will be on the 10th, 20th, or 25th day of each month, in accordance with your request.

How can I change my billcycle date date?

You can change your billcycle date date by calling 532.

How can I find out the due date for paying off my bill?

You can change your invoice payment due date by calling 532.

How can I place e-invoice & SMS invoice orders?

You can receive your invoice in e-invoice or SMS format by calling 532.

What is the late fee rate?

The late fee rate for individual costumers has been determined as 1.4% as of April 24, 2015. The late fee rate before that date was 4%.

Do I have to make a payment if my line is closed due to an unpaid bill?

As of the date of January 3, 2017, a total amount of 14TL, including taxes will be reflected in your invoice, if your line is closed due to unpaid bills. The current fee is 12 TL.

How long can I use my minutes in my package?

If your are using postpaid, you can use the minutes on your package until bill cycle date. If you are using pay-as-you-go, you can use your minutes until the end of your package period.

Do I get a notification when the money or minutes in my package are used up?

An info text is sent to your mobile phone when you use 80% and 100% of your package and at the end of your package’s usage period.

How will I be charged when the minutes in my package are used up?

If you do not have additional package at the time when you finish your minutes, you will be charged according to excess usage conditions of your plan.

How can I check what’s left on my package?

You can check by texting KALAN (meaning “remaining”) free of charge to 2222. You can dial *159# and you can also call our Customer Services on 532.

What is a package limit exceeding fee?

If you are on contract, 10TL will be charged for every 250 min. of calls in any direction after exceeding the package limit. If you are using pay-as-you-go, the fee for every call in any direction is 60 kurus per minute..

Are numbers starting with 118 included in my package?

Five-digit numbers starting with 118 are not included in your package and will be charged additionally.

Are 3-digit emergency call numbers, such as 112 and 132 or other similar numbers, included in my package?

Three-digit numbers starting with 1 are included in your package.

Can I change my rate plan whenever I want?

Yes, you can move to another rate plan from your current rate plan, but only once a month. When you place a request to change your rate plan, you can start to benefit from the new rate plan from the date when your on your bill cycle date You can call our Customer Services on 532 to change your plan.

How can I find how many minutes I have remaining on my package?

You can find out your remaining balances by texting KALAN (meaning “remaining”) to 2200.  .You can also call our Customer Services on 532.

Are texts for things such as competitions, donations, etc. included in my package?

Any texts sent for services, such as competitions, donations, etc. are not included in your package; they will be charged additionally.

Where can I find all package and rate plans?

You can call our Customer Service on 532 to get information about our packages and rate plans.

The legal owner of the line I’m using has passed away. How can I take over the ownership?

You can take over the ownership by taking the death certificate to a Turkcell Store.

I’ve lost my SIM card, how can get a new one?

The SIM card replacement service is 22TL including VAT for costumers on contract or pay-as-you-go .(It is free of charge for costumers with Platinum and Black plans). A courier service is free and available in 81 cities. .If your line is registered to your name, you just need to apply at a Turkcell Store with your ID Card. You can get your new SIM card instantly when you apply at a Turkcell Store. You can also call a Turkcell Store and ask them to send your replacement SIM card to your address by courier. If your line is registered in somebody else’s name, you can also take your new SIM card along with your ID Card and the line owner’s trust deed when you apply at a Turkcell Store. If you are on pay-as-you-go, you can also continue to use your remaining credit on your replacement SIM card.

How can I cancel my line?

If you want to cancel your line, you can call Customer Services on 532 for detailed information

How can I switch from a postpaid plan to pay-as-you-go?

Individual costumers can switch over from postpaid plans to pay-as-you-go at any Turkcell Store.

What kind of documents are required to switch from a postpaid plan to pay-as-you-go?

The line owner can do this with their ID card. They will also need to fill out a form for Data lines. It will take effect within 96 hours. 

Will my plan change if I switch from a contract plan to pay-as-you-go?

Yes, you have to choose one of the new payment type’s rate plans at the time of changing your method of payment.

Will I have to pay a fee to switch from a contract plan to pay-as-you-go?

No, this is free of charge.

Is there any special fee for switching from pay-as-you-go to a contract plan?

No, switching to a contract plan is free of charge. If you owe money on your account from using the AVANS TL (ADVANCE MONEY) service, this amount will be reflected in your first bill as a debt after switching to the contract plan. (This is valid for costumers who switch to a contract plan after October 16).

What is number porting?

This means changing your operator without changing your phone number.

Is number porting subject to any fee?

No, you won’t have to pay any fee.

How can I port my number?

To carry out a number porting transaction, you can apply in person at any dealer certified by the operator whose services you wish to receive.

How long does it take to port a number?

The number porting process can be legally completed within 6 days, at most. During this period, your communication services remain uninterrupted.

Our Customer Satisfaction Policy

As Turkey’s leading communication and technology company, we guarantee to solve customer requests in an open, transparent, quick, reassuring and customer-oriented manner. We always handle customer requests with our devotion to providing high-quality services. Whenever we receive a complaint from our costumers, we review each complaint in an objective, attentive, and careful manner and provide a solution as a result of this review. We also implement permanent improvements in our system and processes in parallel to complaints and suggestions. By supporting participation, sharing, and inventiveness among our employees, we provide an environment where they can constantly express and develop themselves. Our request handling process policies and objectives are structured to meet the legal regulation-based requirements (ITIA, Ministry of Industry and Commerce, etc.) and customer expectations and we progress by paying attention to what our employees have to say. We regularly review the Turkcell customer request and complaint management process and implemented systems to determine areas of improvement and to increase productivity, and we report events and constantly improve them.