About the assistant
Before asking a question, learn how the assistant works and which information you should not share.
What the assistant can help with
The Mobilfree assistant helps with general support, FAQs, knowledge centre articles and published plans. Sources are shown as links to the relevant pages. The assistant cannot access your account, bills, payment details, connection history or personal subscription records, and cannot perform subscription transactions.
What happens when you send a question?
Your question is sent to the Mobilfree server together with a limited selection of recent messages from this session to preserve context. The server selects relevant Mobilfree content approved for assistant use. Depending on its current mode, the assistant shows excerpts from these sources or prepares an answer based on them.
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Conversation records and access
When conversation logging is enabled, questions and answers are stored encrypted on the Mobilfree server for 30 days to assess service quality and investigate errors. Only the authorised management team can access full conversations. Messages detected to contain passwords, tokens, card details or other sensitive data are excluded. Daily usage summaries without message content are retained for 12 months. The current logging and provider status is explained in the notice shown before you send a question.
Only published information approved for assistant use may be kept in the external semantic search index. When a source is removed, it is no longer used in answers and deletion from the external index begins. The provider’s technical retention terms are separate from Mobilfree’s 30-day conversation records. Conversations are not automatically added to the knowledge base.
Do not share personal information
Do not include identity or passport numbers, phone numbers, email addresses, full addresses, subscriber numbers, passwords, payment or health information in your message. Do not share other people’s personal data. This information is not needed for a general question. For matters involving personal data or a review of your subscription, contact our support team.
Clearing the conversation
Conversation history is held in this tab’s memory; persistent browser storage is not used for chat. The conversation may continue as you navigate Mobilfree pages. The Clear conversation button removes messages from this browser session. Refreshing the page or closing the tab also clears this history.
This action is not a request to delete data already sent to the server or service provider. For details about data processing and your rights, read the Personal data notice (KVKK) .
Check the answer against its source
The assistant’s answer may be incomplete or incorrect. For plan terms and applications, refer to the current information on the relevant page. If the sources do not contain an answer, the assistant directs you to support channels. For billing, payments, cancellation and account-specific matters, use the online account centre or 0850 966 0 966 support line.
Information and request channels
You can send personal data requests using the channels listed in the personal data protection notice (KVKK) . You can also access the knowledge centre, FAQs and other support channels without using the assistant.