Account Management

How can I join?

It's very easy and quick!

Download the WOO App for free, choose the mobile + broadband, and then follow these steps:

  1. Enter the address where you want the installation to take place.
  2. Indicate whether you want a new number or to transfer your current number.
  3. Specify the date on which you want your service to be installed.
  4. Enter your personal information.
  5. Finally, confirm the payment method you want to use.
  6. That's it! During the installation, you will receive your WOO SIM card.

If you chose to keep your current number, you will receive instructions on how to initiate the number transfer when you receive the card.

Remember, temporary emails are not allowed for WOO subscription.

Can I transfer a mobile number from another network to the WOO card?

Yes, you can transfer your number for free to WOO.

When you receive your WOO card, you just need to send us the following documents:

  1. Photo of the filled and signed Portability Form. This form is included with your card and has instructions for filling it out on the back.
  2. Front and back photos of your identification document (identity card, passport, or residence permit). You can submit these photos directly in the app or send them by email to: manter@woo.pt

Within 24 hours, you will receive an SMS with the day and time when we will transfer your number to your WOO card.

How does the payment process work?

With WOO, you always pay the same amount without surprises.

Every month, on the same day, we will renew your tariff and automatically charge the same amount using the payment method you set up in the App (PayPal, Debit/Credit Card).

The first month's payment will be charged the day after the Fixed Internet installation. Afterward, you will pay the same amount on the same day each month, and you can choose how you want to pay. You can check the exact date in the App.

When is the first monthly fee charged?

The first subscription fee is only charged after you receive the WOO mobile card or after the installation of Broadband Internet. When we activate your subscription, you will receive an SMS with the renewal date, which you can also check on the main screen of the App.

If it's your first WOO mobile, you are entitled to the first month for free, so the first payment is only charged after the first month.

What are the available payment methods?

The accepted payment methods are:

  1. Paypal - Every month, on the same day, we debit the same amount from your Paypal account.
  2. Debit/Credit Card - You can use your debit card, credit card (VISA or MASTERCARD), or a virtual card (MB NET), and we automatically debit the same amount every month.

You can change the payment method in the app whenever you need to.

Can I top up using Multibanco?

You can top up using Multibanco or your online banking platform by making a payment for services using the following details:

Entity: 21970

Reference: your WOO number

Topping up is available exclusively for mobile tariffs.

If you prefer, you can also make more convenient payments using PayPal, Credit Card, or Recurring MBWAY in the WOO App.

Can I change my WOO tariff plan?

Of course, you can do it easily and quickly, once a month, in the APP under the 'Manage Subscription' option on the home page, just a click away.

 

How can I disable the service?

You can disable your tariff at any time in the app by selecting the 'Manage Subscription' option on the home page.

By proceeding, you will deactivate the renewal of that tariff. This means that on the next renewal date, we will not charge the tariff amount and we will deactivate the respective services.

However, please note the following:

  • If you have an ongoing contract period, we will provide you with the amount for early termination. The cancellation of the tariff will only be effective upon payment of this amount.
  • If you deactivate the Fixed Internet service, we will ask you to schedule the collection of the Router, Power Wi-Fi devices (if applicable), and their respective power adapters within 30 days to avoid additional costs (€75 per device).
  • By deactivating the subscription, any remaining balance for other communications not included in the subscription will be lost.
  • If you are currently benefiting from a promotional or discontinued offer, you will lose access to it if you deactivate the subscription.

Can I activate a card for someone else?

You can activate up to 4 tariffs, but the account holder and payment method are unique.

Only the account holder has access to all subscription information, including communication details, balances, and notifications.

The account holder is also the only one who can manage the subscriptions, such as making changes, deactivating, or adding credit.

What can I do in the WOO App?

The WOO App was designed to give our customers the freedom to take care of everything without having to leave the couch or put down their mobile phones.

Anywhere, anytime, without having to speak to anyone, you can:

  • Activate, change, and deactivate your plan.
  • Check your balance and payments or make top-ups.
  • Manage your plan and router.
  • Update your personal information and privacy settings.
  • Request assistance and access the chat feature.

How do I check my balances?

You can check your balances whenever you want on the home page of the app.

How can I check the payment history and the invoice?

In the WOO App, in the Payment History menu, you can check at any time all your payments made through MBWAY, PayPal, or credit card.

Each transaction also has an associated invoice if you want to download it.

Where can I check the details of my mobile communications?

You can check the details of your mobile communications for the past 6 months in the app.

Access the Mobile subscription and select the option 'Communication Details.'

To protect your privacy, we will ask you to enter a validation code sent via SMS.

On which day does the balance and payment renew?

Your subscriptions renew every month on the same day and are charged to the payment method you chose in the app (credit or debit card, PayPal, MB WAY Recurrent, or Multibanco).

The renewal day of your subscription corresponds to the day it was activated, and it always renews on the same day. If that day does not exist in a particular month, the renewal will occur on the following day. With each renewal, your mobile data balance and credits for national calls and SMS are also reset.

You can check the renewal date of your subscription on the home page of the app. If you haven't installed the WOO app yet, you can dial *111# on your mobile phone.

Please note that each subscription has its own renewal date. Therefore, if you have multiple subscriptions, you may have multiple renewal dates.

I'm having trouble logging in or using the WOO app.

If you already have a WOO account, try logging into the app using the email and password you set up when you created your account.

If you don't remember these details, you can always recover them on the app's login page.

If you're still unable to access the WOO app, visit the WOO website's homepage and request a free call back to help resolve the issue, or call +224004040 (standard call charges apply).

I'm not able to use the WOO service.

Confirm if you have the service active and if you have sufficient balance. If you need assistance, we are available to help you in the chat of the WOO app.

If you prefer, access the WOO website's homepage and request a free call back to assist you in resolving the situation, or you can call +224004040 (standard call charges apply).

The app is very slow.

The WOO app is compatible with Android 5.0 or later and iOS 10.0 or later operating systems.

If you're experiencing difficulties with the app, it may be due to the operating system on your mobile device. Please verify that you have the correct version on your phone and try uninstalling and reinstalling the app.

If you're still unable to access the WOO app, please visit the WOO website's homepage and request a free call-back to help resolve the issue, or call 224004040 (standard call charges apply).

I can't speak in the WOO App chat.

If you need to speak with us and are unable to do so through the App chat, access the WOO website homepage and request a free callback to assist you in resolving the issue, or call 224004040 (cost of a call to the national landline network).

I lost or my phone was stolen.

Please contact us through the chat in the app so that we can help you block your SIM card, preventing anyone from using your number, and send you a replacement SIM card so that you can continue using your tariff under the same conditions.

If you prefer, we can also block the use of your phone on the network.

To do this, install the app on another device and log in with your credentials.

If you prefer, access the homepage of the WOO website and request a free call back to help you resolve the situation, or call us at 224004040 (standard call charges apply).

How can I contact WOO?

We are available 24 hours a day, seven days a week, for free through the chat in the WOO App.

If you prefer, click here for us to call you for free between 9 AM and 10 PM.

Can I join WOO without installing the app?

Yes, you can. Simply purchase a ready-to-use WOO prepaid card from a participating retailer or request a free card to be sent directly from the WOO website.

Afterward, you'll need to recharge the card every month with the monthly amount and keep track of your balance and renewal date by dialing *111# on your mobile phone.

However, if you register the card in the app, you'll get one month free and access to our free 24/7 chat support. Additionally, the WOO app makes it much easier to manage your tariff.

I'm unable to install the WOO App.

Please confirm the following:

  1. Check if your mobile phone's operating system version is compatible (we require iOS 9 or higher / Android 5.2 or higher).
  2. Ensure that you have set your country to 'Portugal' in the App Store or Play Store.
  3. Make sure you have sufficient free space in your phone's memory (we need 36MB).
  4. If you have a Huawei phone without Google OS, please note that the WOO App will not work in this case.
  5. If the issue persists, try clearing the cache of your mobile phone (Go to Settings > Apps > Select the WOO App > Storage > Clear data/Clear cache) and try again.

If you're still unable to install the app, please request a free call from us (on the homepage of the website) or call +351 224004040 (regular call charges apply).

Can I suspend my WOO service?

You can request the suspension of your WOO service for a maximum period of 180 days free of charge if you meet one of the valid reasons. To do so, simply consult the Service Suspension Form here.

If your reason is eligible, you should send the following documents to cliente@woo.pt:

  1. Completed and signed Service Suspension Form.

  2. A document providing proof of the indicated suspension reason.

  3. Front and back photos of your identification document (identity card, passport, or residence permit).

After submitting your request, you will be contacted via SMS.

Find us on the app chat

Download the App