Tell us your thoughts on our website and app!

Hi everyone,

We'd love to hear your thoughts on Lebara's website and app. Your feedback helps us improve the experience for everyone.

• What’s working well for you right now?
• What feels confusing, frustrating, or could be improved?
• Are there any features you’d like to see added?
• If you could change one thing today what would it be?

Whether it’s about design, navigation, speed, ease of use, or anything else, we’d really appreciate your honest input. Thanks in advance for helping us make things better!

Hi
I have just joined Labara being recommend by my partner all is good .
I went live on Labara at the beginning of April but as of to date my partner has not received the £50 incentive for recommending me

Thanks for the feedback Lesbourne! On the Refer and Earn incentive there is a 60 day wait until it comes through. More information here.

I think Lebara should very quickly introduce 2-Factor Authorisation. While you are a Which Recommended Provider you have slipped to number 7 in their listings. Some of this is down to Lebara not having 2FA. SIM swap scams are rising. Which? have criticised Lebara for it's poor security due to lack of 2FA and because of lax verification of customers. This is a major concern for me and I am currently considering my options despite the otherwise excellent service.
Here is what Which? says:

Lebara fooled by scammers who failed its ID checks

Last summer, scammers targeted Beth (not her real name) and used online ‘chat’ to change sensitive account details, despite repeatedly failing to answer security questions correctly.
On one occasion, the scammers didn’t know the correct registered home address, and on another they claimed they had lost their phone and couldn’t remember the online password. The third time was a charm, though – despite entering the last four digits of a frequently dialled number incorrectly, Lebara agreed to delink Beth’s email address from the account.
Beth noticed a message confirming a Sim swap, which she hadn't asked for, and spoke to a Lebara chat adviser to query it. But she was told it was a ‘glitch' and to ignore it. The criminals were unleashed, taking over two bank accounts and her PayPal, spending around £3,500.
The money they spent was refunded, but the criminals continued to target various accounts for nearly a month.
‘I had to keep confirming that they were not my payments via multiple stressful phone calls and in-person visits. It was so traumatising,’ says Beth. ‘The other institutions involved were supportive and helpful. But Lebara was slow to respond, lacked understanding and offered no reassurance about my personal data security, which added to my distress and despair.’
Lebara told Which? it doesn't comment on individual customer accounts, although it explained that it uses industry-standard security practices to help protect customers' accounts and prevent unauthorised access. It said: ‘Where a customer's email account is compromised, it becomes particularly challenging for customers to ensure the security of their accounts across multiple channels, including their mobile provider.’

wonkypython I can confirm that account security is a priority for Lebara, and we recognise the importance of stronger authentication. Enhancements to authentication including multi-factor options is already part of our product roadmap and will be delivered.