frequently asked questions

We hope you will find the answer to your question otherwise contact our team anytime - [email protected]

Buying a SIM

Q How to order a SIM Easy card?

A

In a few simple steps:

1) Select the country you are travelling to

2) Select your preferred package

3) Click 'Add to Basket' 

Once the product is inside the shopping basket, proceed to checkout to add your address details, confirm order and make payment. Your SIM card will be on its way! The only requirement is to ensure your mobile phone is unlocked. See 'How to unlock my phone' below.

Q Why buy from SIM Easy?

A

1) Using a local SIM card is the most affordable method of connecting. You may come across occasions when travellers use their existing SIM card and returning with large imposing bills. Data roaming is expensive. Local packages are much cheaper and you have the ability to control what you spend. Expect big savings when buying from SIM Easy. 

2) Avoid any unnecessary hassle finding local SIM card vendor. You may struggle to find somewhere to buy then try to negotiate in foreign languages, or wait in a long queue to be served. Buying before you travel means you can connect immediately; whether to inform your family / friends that you arrived safely, or finding your next destination. Enjoy a stress free experience and start your holidays the moment you arrive.

3) Your SIM card will be delivered to your door with free international delivery using DHL courier service.

4) We negotiate the best deals with the strongest mobile phone operators ensuring you receive the best option considering network coverage, service and packages.

Q Which SIM size do I need?

A

SIM card size

Q Why do some countries require passport information?

A

Some countries, by law, require your passport information before connecting to a local network. On SIM Easy you can do this by uploading your passport photo page during the checkout stage and we’ll complete the activation process. The same rules apply if you brought a SIM card from any mobile operator or vendor locally; only the activation is completed before you arrive with SIM Easy.

SIM Easy takes your privacy seriously. Passport information will be used under the strictest confidence and only shared with the local network company for registration purposes.

Countries that require passport information for SIM activation:

  • Thailand
  • China

Please ensure the photo is clear enough to identify the passport number. 

Q How to unlock my phone?

A

To buy any SIM Easy product you will need to ensure your mobile phone, tablet or pocket Wi-Fi device is unlocked.

The majority of devices are already unlocked therefore you do not need to worry. 

To check the status of your device, or to unlock, contact your current mobile operator or service provider. Most of the time they will unlock your phone remotely and free of charge. Otherwise you can search online about unlocking process with some websites able to offer this service for free.

Locking is simply being locked down by your current mobile operator - they want exclusive custom of your device. Nothing changes to your device or existing contract during the unlocking process only it allows the freedom to choose any mobile operator of your choice. 

Delivery & Returns

Q Free international delivery with DHL

A

SIM Easy offers free international delivery worldwide with DHL courier service.

Your items will be processed and dispatched 24 hours upon the placement of your order. Upon dispatch you will be notified by email. Please note the free international delivery with DHL is not an express service and may take many days for delivery especially during holiday seasons. For a fee you can select DHL Express Delivery at the checkout. See 'Express delivery with DHL' below for more information.

Estimated delivery times are as follows:

Country

Estimated Transit Time (Working Day)

Asia Pacific

7–10

Western Europe

9-12

USA & North America

12-14

Rest of the World 

14-21

SIM Easy is not responsible for estimated delivery times and will not be held liable for any loss of income, loss of profits, loss of contracts, loss of data or for any indirect or consequential loss or damage of any kind howsoever arising and whether caused by tort (including negligence), breach of contract or otherwise due to delivery issues.

If your order is not received within the expected shipping time then contact our team at [email protected] We'll contact the courier service to gather where your order might be and contact you back within 24hrs. 

Q Express Delivery with DHL

A

With Express Delivery your items will be processed and dispatched within 24 hours upon the placement of your order. Upon dispatch you will be notified by email whcih will also disclose your delivery tracking number. You can select Express Delivery in the checkout stage.

Estimated delivery times are as follows:

Asia / Pacific: 2 working days
Europe / Oceania / North America: 3 working days
All other areas: up to 5 working days

 Estimated price for express shipping:

Country

Estimated price for express delivery

Asia Pacific

$13

Western Europe

$16

USA & North America

$14

Rest of the World 

$24

Note: Multiple quantities can be brought for the same shipping price.

Q My product is damaged / faulty

A

We like happy customers!

If your order is damaged / faulty then please contact us to resolve the issue. You can contact us by sending an email to [email protected] quoting your order number. One of our team will promptly respond to your request. The SIM Easy team requires as much evidence as possible so we can investigate the issue.

Please note if your product has been damaged with water, or damaged after delivery, customers will not be offered a refund. If the product is faulty then a full refund will be given. 

Activation

Q How to activate my SIM card?

A

A special service from SIM Easy - for most countries we undertake the activation process directly with the mobile operator. Our SIM cards automatically activate when inserting your new SIM and turning on the device. We'll even give you a free tool to remove the existing SIM card from your device. 

To replace your SIM card:

1)    Turn off your phone/device

2)    Open the SIM housing by using our free tool*

3)    Remove your current SIM card

4)    Replace your new SIM Easy card

5)    Turn on your phone/device

*Read your phone operation manual about removing your existing SIM card.

 If activation requires additional steps then SIM Easy will send easy to understand instructions about how to activate your new SIM card. If you require instructions in another language then our team is happy to help. Please contact us at [email protected].

Coverage

Q What is the network coverage for my selected country?

A

Network coverage varies from one mobile operator to another. SIM Easy carefully selects the mobile operators that give you the best coverage for each country. You can expect strong mobile signal and 4G capabilities in towns and cities with possibly weaker signal in rural areas. By visiting the mobile operator website can often inform you of the network coverage in the area you'll be travelling. 

Q What happens when I reach my package limit?

A

Customers will be notified by SMS when you reach your limit, whether it might be your data allowance, minutes, texts or you go beyond the package activation time. You can either top-up online or at a local vendor. Specific information relating to topping up your SIM card is provided inside the SIM Easy packaging. 

Technical

Q Need extra help? Contact our team 24/7

A

Our team is available to help, 24/7. You can contact our friendly team here.