F.A.Q
Information for users
1. For financial issues:
on weekdays from 9:00 to 18:00, on Fridays from 9:00 to 16:45 – 380894201933, 380445941011
on weekdays from 18:00 to 9:00, on weekends and holidays: sales@atelecom.net.ua
2. For technical issues:
on weekdays from 9:00 to 18:00, on Fridays from 9:00 to 16:45 – 380894201918, 380445941013
on weekdays from 18:00 to 9:00, on weekends and holidays: noc@atlantistelecom.net
According to the Law of Ukraine “On Electronic Communications” dated January 12, 2021, the “Rules for the Provision and Receipt of Telecommunications Services” dated April 11, 2012 and the offer agreement, the operator is obliged to return the unused part of the funds in case of refusal from prepaid services. The procedure for returning funds:
1. To return unused funds, you must submit an application of the established form (download the application)
2. Attach a copy of your passport, a copy of a payment document (bank statement, receipt, etc.) to the application
3. Send a scanned copy of the documents by e-mail: sales@atelecom.net.ua
4. Send the original application and copies of the documents to the address: 02081, m. Kyiv, P.O. Box-43, LLC “ATLANTIS TELECOM”
5. After receiving the original application, the funds are returned by non-cash payment in the national currency – hryvnia, according to the terms established by the legislation of Ukraine
Procedure for returning erroneously transferred funds:
1. To return erroneously transferred funds, you must submit an application of the established form (download the application)
2. Attach a copy of your passport to the application
3. Send a scanned copy of the documents by e-mail: sales@atelecom.net.ua
4. Send the original application and copies of the documents to the following address: 02081, Kyiv, P.O. Box-43, ATLANTIS TELECOM LLC
5. After receiving the original application, the funds are returned by non-cash payment in the national currency – hryvnia, according to the terms established by the legislation of Ukraine
6. The funds are returned minus the commission established by the electronic payment system through which the payment was made
How to check the crediting of funds to the number’s balance:
To check, please send a request to sales@atelecom.net.ua with the following data:
1. Your phone number
2. Payment system through which the payment was made (for example, Portmone, Privat24, Liqpay)
3. Payment amount in hryvnias
4. Date and time of the transaction
5. If the payment was made through the Portmone or Privat24 payment systems, indicate the card number (first 6 digits and last 4):
Format: 000000*****000*
6. If the payment was made through the Liqpay payment system, indicate the payment ID (9 digits).
Please note: Applications are accepted only from the email address specified during registration!
Application examples:
Example 1:
Phone number: 380894771111
Payment system: Portmone
Payment date: 03.08.25
Transaction time: 13:16
Card number: 111111****111
Example 2:
Phone number: 380894771111
Payment system: Privat24
Payment date: 03.08.25
Transaction time: 13:16
Card number: 111111****111
Example 3:
Phone number: 380894771111
Payment system: Liqpay
Payment date: 03.08.25
Transaction time: 13:16
Payment ID: 111111111