ARMY & RAF

What happened to Paradigm Cards?

You may have known us in the past as Paradigm, however we have undergone a rebranding effort and are now known as WelComE. It’s the same service and the same people, just a new name.


How do I contact the WelComE Customer Contact Centre?

You can contact the WelComE Customer Contact Centre (WCCC) on the following telephone numbers:

0800 4334 993 General Enquiries from a UK landline*
+44 (0) 1249 85 3551 General Enquiries from a mobile or overseas*
+44 (0) 1249 85 3552 Top-ups from a mobile or overseas*

By pressing * 0 once you have access the WelComE telephone system 

Alternatively, email customer.services@mywelcome.co.uk


What are the the opening hours for the WCCC?

The opening hours for the WelComE Customer Contact Centre are

06.00 - 22.00 (UK) Monday - Friday (including bank holidays)


Is there a list of WelComE phone numbers?

To contact the WCCC, please use the following numbers

0800 4334 993 General Enquiries from a UK landline*
+44 (0) 1249 85 3551 General Enquiries from a mobile or overseas*
+44 (0) 1249 85 3552 Top-ups from a mobile or overseas*

To leave a voicemail, please use the following numbers

0800 051 07 37 from a landline in the UK**
0800 180 89 77 from a landline in Germany**
8009 6337 from a landline in Cyprus**
+44 (0) 1438 775084 from the rest of the world and UK mobiles 

For International Access Codes (ITAC) please click here


Do you provide WelComE phone cards to the Army, Navy and RAF?

Yes! WelComE provide phone cards to all of the services.

You should receive it after basic training but don't worry if you haven't. If you speak to your admin officer they will be able to assign one to you.


When will I receive my Account Card?

You should receive it after basic training. If you haven't, speak to your admin officer.


I haven't received my Account Card, what should I do?

Speak to your admin officer immediately. They will be able to provide you with a card straight away.


What should I do with my Account Card when I return from deployment?

A WelComE account card is assigned to you for your entire military career and can be used to access telephone and Internet services whilst deployed.

When you return from deployment, keep your card in a safe place, so that in the event of another deployment you are able to take it with you.

Lost your account card?

No worries! Speak to your admin officer who will be able to provide you with your WelComE account number and a password to reset your PIN.


What is the difference between Welfare and Private credit?

The find out more about the differences between Welfare and Private credit please click here


What will happen to the Private Credit on my Account Card once I return from deployment?

Private credit that is remaining on the account card at the end of the deployment, will stay on the card until the next deployment. If you would like to receive a refund of the remaining credit, please contact the WCCC


Can I see how many minutes/money is left on an account?

Yes you can. Visit the WelComE Account Manager website for further details


How do I top up a WelComE Account Card?

You can top up a WelComE Account Card the following ways

Via the WCCC

Via the WelComE Account Manager


What is the WelComE top up phone number?

Through the WelComE system, all you will need to do is press *0 to be connected to the WCCC.


Can family and friends top up my account?

Family and friends can top up your account card in the following ways.

Online Top-up 

Using the 9 digit WelComE Account Number, family and friends are able to make a top-up directly to the account, with funds being instantly available


WelComE Customer Contact Centre 

The WCCC is open Monday to Friday 06:00 to 22:00 (including bank holidays), and will require the following information:
The name and rank of the WelComE Account holder
The 9 digit WelComE Account Number assigned to the service person
Their own debit/credit card details (with the 3 digit security code)


Can family and friends see my call history, logs, balance or minutes?

No they cannot. Only the account holder will be able to access this information.


Can I have a refund if I haven't used all of my private credit once I have left theatre and returned home?

Private credit that is remaining on the account card at the end of the deployment, will stay on the card until the next deployment.

If you would like to receive a refund of the remaining credit, please contact the WCCC


What services does WelComE provide to deployed personnel?

The WelComE service provides all UK service personnel deployed on welfare entitled deployments and exercises with publicaly funded calls, Internet access and voicemail. 


What is an Op Minimise?

OP MINIMISE is an operational procedure, which suspends the WelComE telephone and Internet facilities at the discretion of the MoD, usually in the event of an incident in theatre.

The aim of OP MINIMISE is to ensure that sensitive information does not reach the general public prior to official notification by the MoD.

OP MINIMISE may be called at any time of day or night.


How do I report a fault?

To report any faults please contact the WCCC


I am having problems using the service, who do I need to call?

If you experience any problems with your account or the service, please contact the WCCC


What is the welfare entitlement of deployed service personnel?

Deployed and entitled personnel receive 30 telephone minutes per week.

You will also receive 60 minutes/20MG of WiFi access (where available) and have access to the Internet through the fixed WelComE cabins.

For more information please click here


How can I increase my call time on a WelComE Account Card?

Click here to find out how to increase your call time 


How do I use my WelComE Account Card from a public telephone?

Please click here to download the International Access Codes (ITAC)


How many voicemails can be left?

Up to 10 voicemail messages can be left at any time. Once the maximum of 10 has been reached, message will need to be deleted to allow room for new ones to be left.


How do I retrieve a voicemail message?

Press * to enter the voicemail system from your account
Press 1 to replay a message
Press 4 to repeat the previous message
Press 6 to move forward to the next message
Press 8 to delete the current message
Press # to exit the voicemail system


How much does it cost to retrieve a voicemail message?

Voicemail messages are free to retrieve. Once you have accessed either your Welfare or Private credit on your account card, you will be able to retrieve any voicemail messages that you have stored.


How long are the voicemail messages stored for?

Saved voicemail messages will be stored on the account card for 60 days


What is the maximum duration of a voicemail message?

The maximum duration for each voicemail is 2 minutes