You didn't receive a confirmation email after paying your order? Contact us and provide us with your proof of payment. We will process your order as soon as possible.
Problems with your (online) order?
What problem are you facing?
Please check the following...
- Are you paying with VISA or Mastercard? Make sure the first and last name you enter for your delivery address match those on your card.
- Check the expiration date on your card. Is the card still valid?
- Is there sufficient available credit on your card?
- Double check the numbers on your credit or debit card. You may have entered an incorrect digit.
Does an error message appear when you try to make a payment? If so, please contact us and provide a description of the problem, including the exact wording of the error message. We will assist you as soon as possible.
Important
Are you getting an error message after clicking on your bank's logo when making the payment? If so, please contact your bank.
BASE ships all devices via PostNL. You can easily track your order using the Track & Trace link.
Has the order been delivered according to Track & Trace, but you have not received anything? Contact us and mention your order number: you will find it in the confirmation email you received after having placed your order. We will try to help you as soon as possible.
Please note
Have you ordered a physical SIM card? You will receive it in your letterbox via bPost, without a Track & Trace link.
Is your BASE modem of BASE TV box defective?
If so, first check that there is no general issue or if the cables are not (or no longer) connected properly. Read what you can do.
Did you buy a Wi-Fi booster or smartphone from BASE?
For some online orders we are legally required to identify you.
Are you a new customer who is unable to proceed because the address data you have entered manually is not recognized? Or you don't have the correct proof of identity? Visit a BASE Shop, where an employee will be happy to help you.
Are you an existing customer who is having problems because, during the identification procedure, you are trying to register and our systems indicate that you are already registered as a customer? You can solve this by logging in with your BASE login details.
- Don't have a login yet? Create one here.
- Don't have a username or have you forgotten it? Follow this link to set a new password.
To activate your SIM card, you will need the email in which we informed you that your SIM card had been sent. Then choose how you would like to activate your SIM card. See our FAQ: Activate your new SIM card.
Follow the steps and ensure that the installation is carried out in the correct order. See our FAQ: BASE self-installation.
