Dialog Value Added Services FAQs

As Sri Lanka's premier connectivity provider, Dialog extends over 400 core value added services and another 15,000 services via its IdeaMart partner platform. These services are offered to our subscribers, ranging from medical appointments to e-commerce purchases and other entertainment services.

As our service portfolio expands, Dialog constantly endeavors to provide transparency to its subscribers on the service subscriptions.

Please find below all information on how to check/activate/deactivate services, how to manage your connection and how to troubleshoot disputes, along with how to escalate unresolved matters to us for immediate action.

The Different Charges Applied to a Customer and How to View Them?

Value Added Services (VAS) range from managing your connection using default & free of charge services such as Call Forward, Call Waiting, Caller Line Identification, Missed Call Alert, SMS Block and Call Block services, to services that meet user specific needs and financial requirements such as RingIN Tones, Video Streaming, Content Download, News Alerts, Horoscope checks, lottery related services, Share Credit, Insurance and Loan services.

Charges on your Postpaid or Prepaid connection therefore may include base package rentals, usage charges of Voice, Data, IDD, SMS & Roaming, Value Added Service charges and government taxes.

When a new VAS is activated, an SMS is generated stating charges applicable, the frequency of charging and for most VAS, the deactivation method.

Prepaid customers are notified every time their balance is deducted for Voice and SMS services.

How to View Services Activated on My Dialog Connection?

Additional services activated on your connection can be checked using the following methods:

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How to activate a VAS?

What are the other activation options?

• SMS – type the relevant activation code for the specific VAS and SMS to the specified port
• Outbound Dialer (OBD) – select the relevant option & reconfirm to activate
• Web banners & links – click on the link and follow the two-factor authentication mechanism
  Note: While activating VAS using web banners & links, customer activation requests will be validated via one of the following two-factor authentication mechanisms:
  • Customer will receive One Time Password (OTP) verification via SMS for service activation
  • Web activation validation via captcha
  • Validation via the Dialog Consent Gateway and the customer will be provided a USSD popup to validate the activation

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How to deactivate a VAS?

What are the other deactivation options?

SMS - type the relevant deactivation code for the specific VAS and SMS to the specified port. An SMS confirmation will be sent to the customer, once the service is deactivated.

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How to View My Usage?

Online: logon to your My Account portal on dialog.lk to manage and view your services

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What if I forget or do not use the service?

• For active customers - Dialog will implement a proactive monthly SMS notification to customers that have subscribed to a VAS. Some of our services already have this feature while others do not. We intend to extend this notification covering our services to ensure that even if a customer has forgotten that they activated a service, the SMS will be a reminder that a service is active. The SMS will also carry information to unsubscribe from the service.
• For dormant customers - Dialog regularly reviews service subscriptions of every individual subscriber and their consumption of these services to prevent charging for services which haven't been accessed by the subscriber. The objective of this exercise is to remove services in case one has forgotten about the subscription or the need for the service is nonexistent as our records would indicate that the customer has not used the service for a period of time. However, this has certain limitations as content services delivered via SMS is assumed to be consumed when the content is delivered on to the mobile. As a measure of additional customer protection, starting from 01 February 2019, Dialog will evaluate consumers that have subscribed to value added services. If a customer has not consumed the service in 90-days consecutively, where feasible, Dialog will terminate the service proactively. If the subscriber wishes to avail any of the terminated services, a fresh subscription should be made.

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How to Ensure the Safety of Your Connection?

Your device should always be secured using the security functions provided by the device. It is recommended that apps or folders that contain personal/private content are secured and locked via access control features. Further, device data backup should be setup appropriately to avoid loss of personal data. Additionally, users should be cautious when handing over or sharing their device.

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For Assistance:

• The MyDialog app
• Dialing #678#
• www.Dialog.lk website
• E-mailing service@dialog.lk
• Chat services
• Social media
• Dialing 1777
• Visit any Dialog Customer Care Centre

To Escalate Disputes & Complaints:

• The MyDialog app
• Dialog.lk website
• Dialing 1777
• Visit any Dialog Customer Care Centre

To Escalate Unresolved Disputes:
Visit, Escalation Contact Points