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Support

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POPULAR ARTICLES
What is the troubleshooting?

Does my plan renew automatically?

Can I use my BNESIM SIM card into different devices?

ACTIVATING YOUR SIM
Do I need a Wi-Fi connection to go through the activation process?

How do I activate my SIM?

Why should I use my full name in order to activate my SIM?

I have an Android. How can I download the APN profile?

I have an iPhone? Can I set the APN Profile manually?

Can I use the BNESIM SIM card into different devices?

TROUBLESHOOTING
I lost the card with my SIM's activation code. What do I do?

I am following the in-app SIM installation guide, but I can't find the settings on my phone.

The green led at the end of the SIM card installation doesn't turn green.

I have turned off the Wi-Fi, but the led at the end of the SIM card installation doesn't turn green.

I don't have a working data connection.

Connection status
What is the troubleshooting?

What happens if I don't find a solution in the troubleshooting?

MY SIM INFORMATION
What is the ICCID?

Where can I find my SIM's ICCID?

What is my SIM's phone number?

Can I make calls with my SIM?

MANAGING MY PLAN
Can I change or cancel my plan?

How can I change or cancel my plan?

Can I use my data credit if I cancel my plan?

What happens to my remaining data when I change my plan?

Does my plan renew automatically?

When does my plan renew?

What happens if my data runs out before my plan renews?

What happens to my ONE-TIME data allowance if I activate a plan?

What happens to my ONE-TIME data allowance if I buy more ONE-TIME data credit?

Can I pause my plan?

Is my data credit really without expiration?

Is my data connection encrypted?

Can I use my BNESIM SIM card into different devices?

RATES, PLANS AND TOP-UPs
How much would I pay to use data abroad?

How can I find prices for all the different plans?

What is the difference between Global, Regional and National data?

Can I activate a Global plan and a National plan at the same time or should I first finish my global data allowance?

Can I activate a National plan before I reach my destination?

Is there a limit on the data plans I can activate?

How can I top-up my data credit?

How much will I pay for roaming charges?

Will I get a free SIM by activating the free trial?

What are the one-time, daily and monthly plans?

How does the ONE-TIME plan work?

How does the daily and monthly validity work?

Will the DAILY and MONTHLY plans renew automatically?

Do you have any unlimited plans?

Will the unlimited data plans renew automatically?

Passwo

Can I buy multiple SIM cards?

What is a BOOSTER?

How does the RESTART of a plan work?

Do you have any offers on data plans? How do I get the best prices with BNESIM?

EMERGENCY TOP-UP
What is the Emergency top-up?

How to activate the Emergency top-up?

Who is eligible for the Emergency top-up?

CONSUMPTION DETAILS
How can I find my consumption details?

Can I check the consumption details related to one month ago?

How can I check my remaining balance?

I've used up all the data. How do I get more?

Is my data credit really without expiration?

Does making a call consume my data allowance?

How can I reduce my data usage on iPhone?

How can I reduce my data usage on Android?

ABOUT BNESIM SIM CARDS
Will your SIM fit into my phone?

Can I use BNESIM SIM card to watch Netflix?

What is your reduced data speed?

Can I use my personal hotspot to share my data?

Can I access the Self Care if I don't have an Internet connection?

e-SIM
Does BNESIM support the e-SIM?

Can I change from e SIM to a physical SIM and viceversa?

What should I do if I lose my eSIM registered device?

OFFERS AND PROMOTIONS
Do you have any offers on data plans? How do I get the best prices with BNESIM?

What is BNESIM's Now or Never offer?

COVERAGE DATA
How can I find the list of the covered countries?

What does TOP 88 stand for?

SHIPPING DATA
Can I update my shipping address if my order is under process?

TROUBLESHOOTING
I have no Internet connection.

My data connection is slow.

I can't download the APN profile.

My SIM is obsolete. What can I do?

I lost my SIM. What can I do?

My data is over, I am not eligible for the Emergency top-up and I can't access the Self Care. What do I do?

Why can't I make calls or send SMS with my new SIM card?

My plan renewal failed.

My phone is locked and I can't use your SIM.

EMERGENCY TOP-UP
What is the Emergency top-up?

How to activate the Emergency top-up?

Who is eligible for the Emergency top-up?

TROUBLESHOOTING
Why am I not able to use the Emergency top-up?

My data is over, I am not eligible for the Emergency top-up and I can't access the Self Care. What do I do?

NEED HELP?
How can I call the Customer Support?

How can I message the Customer Support?

What is the email address to contact the Customer Support?

Can I contact the Customer Support through one of your social channels?

How many languages does your Customer Support supports?

Is your Customer Support available 24/7?

TROUBLESHOOTING
Nobody is answering my support request. What do I do?

The call to 888 is not going through. What do I do?

The emails from BNESIM always finish in my spam folder. What do I do?

LOGGING IN INTO YOUR ACCOUNT
How can I log in into my account?

What is my username?

TROUBLESHOOTING
I lost my password. How can I recover it?

I can't login into my BNESIM account.

I didn't link any of my social accounts to the BNESIM account. Can I recover my password?

MANAGING MY ACCOUNT DETAILS
Where can I find my account details?

How can I edit my account details?

Can I change my email address?

Why do I need to verify my email?

How can I change my password?

Can I update my payment method?

How can I add a new payment method?

How can I manage my subscriptions?

Why do I need to connect my BNESIM account to all of my social accounts?

How can I connect my BNESIM account to my social accounts?

Can I disconnect my BNESIM account from my social accounts?

How can I add a new address?

How many addresses can I add to my BNESIM account?

How can I update my shipping address?

Can I change the name associated to my BNESIM account?

How can I opt-out from your promotional emails?

SECURITY AND PASSWORD
Do I need to be a certain age to join BNESIM?

Someone has used my card to activate a BNESIM account. What do I do?

How can I change my password?

KYC PROCEDURE MY ACCOUNT
What is the KYC procedure?

Why do I need to go through the KYC procedure?

How do I go through the KYC procedure?

What will happen if I don't go through the KYC procedure?

PAYMENT METHOD
How can I add a new payment method?

Can I update my payment method?

I don't want to pay on my card. What other payment options are available?

How can I apply for a refund?

SUBSCRIPTIONS
How can I cancel or change a subscription?

ADDRESSES
How can I add a new address?

How many addresses can I add to my BNESIM account?

Can I change my shipping address after placing an order?

TROUBLESHOOTING
Why is my account not complete?

I lost my password. How can I recover it?

I didn't receive the password recovery email.

Why is my account blocked?

My account has been stolen. What do I do?

REFUNDS
Can I apply for a refund if I'm not satisfied by your product?

How can I apply for a refund?

How long does it take to receive a refund?

MY ORDERS
Where can I find my order information?

How can I cancel an order?

TROUBLESHOOTING
My payment was rejected. Why?

I haven't received my refund.

I have provided you with a wrong address. What do I do?

The SIM I received is damaged. What do I do?

The courier lost my SIM. What do I do?

CALLER ID AND SMART CLI
What is a CLI?

How can I change my caller ID?

How many caller IDs can I have?

Can I use multiple caller IDs at the same time?

What is the Smart CLI?

How to enable and disable the Smart CLI?

DID
What is a DID?

Is there a limit on the DIDs I can activate?

Can I choose my own DID?

Is the first DID included for free in my BNESIM account?

How can I claim my free-for-one-month DID?

Can I get multiple DIDs from the same country?

How many countries do BNESIM's DID cover?

Do you offer mobile and toll-free numbers too?

Do the DIDs expire?

Can people call me on my DID?

Why do I need to get in touch with BNESIM to get a DID from certain countries?

Why do I need to provide BNESIM with my personal documents in order to get a DID from certain countries?

Can I use a BNESIM phone number to register to WhatsApp?

How can I import my mobile number into the BNESIM App?

What do call-out and call-in stay for?

What is the difference between CLI and DID?

MANAGING MY DID
Can I cancel my DID subscription?

How can I change or cancel my DID subscription?

Can I use my DID if I cancel my subscription?

Will my DID renew automatically?

When does my DID renew?

What happens if cancel my DID subscription before my plan renews?

Can I pause my DID?

Are the DIDs included in my Infinity plan subject to payment after one month?

Where can I find the information about all of my phone numbers?

RATES AND PLANS
How much would I pay to get a DID?

How can I get more DIDs?

How does the one month, three months and one year validity work?

Will the one month, three months and one year plans renew automatically?

PERSONAL DOCUMENTS
Why do I need to provide BNESIM with my personal documents in order to get a DID from certain countries?

What documents do I need to provide in order to activate a DID?

TROUBLESHOOTING
My DID renewal failed.

Why does the person I called see a phone number different from the phone number I called from?

OFFERS AND PROMOTIONS
Do you have any offers on DIDs? How do I get the best prices with BNESIM?

What is BNESIM's Now or Never offer?

REGISTERING A NEW ACCOUNT
Do I need to have a BNESIM SIM card to register a new BNESIM account?

Is it mandatory to buy a SIM card while registering a BNESIM account?

How can I buy a SIM card from the app?

I have received my SIM card. How do I proceed?

Do I need the BNESIM App if I only need to use data?

Why do I need to use my mobile number to register a BNESIM account?

Why should I use my social accounts to register a BNESIM account?

TROUBLESHOOTING
I didn't receive my OTP.

KYC PROCEDURE SAFETY
What is the KYC procedure?

Why do I need to go through the KYC procedure?

How do I go through the KYC procedure?

What will happen if I don't go through the KYC procedure?

TROUBLESHOOTING
Why has my account been blocked?

MY SHIPMENTS
How can I track my shipment?

SHIPPING SHIPMENTS
Do you ship worldwide?

My country is not included in the list of the countries where you ship. Can you ship to my travel destination?

What are your shipping rates?

How long does an express shipment take to reach its destination?

How long does a regular shipment take to reach its destination?

TROUBLESHOOTING
I didn't receive my SIM.

I have provided you with a wrong address. What do I do?

The SIM I received is damaged. What do I do?

The courier lost my SIM. What do I do?

The courier asked me to pay for the customs fees. What do I do?

MY BNESIM PERSONAL NUMBER
What is my BNESIM personal number?

Can I use my BNESIM personal number to make international calls?

How can I change my caller ID?

Can people call me back on my BNESIM personal number?

Can I choose my BNESIM personal number?

What are VIP phone numbers?

Are VIP numbers free of charge?

Can I change my BNESIM personal number?

CALLS
How can I make a call?

How can I call a number from my phone book?

Can I call other BNESIM users?

Are my calls encrypted?

How much will the people who call me pay for the call?

Can I make video calls?

Can someone join a conversation?

How can I change my caller ID?

Can I enable the DO NOT DISTURB feature?

How do I check my calls history?

What happens if I miss a call?

VOICE MAIL
Do you offer Voice Mail? How can I activate it?

How much does the Voice Mail cost?

How can I check my messages?

How can I delete a message?

FREE TRIAL
How long does a free trial last?

What will I get by activating the free trial?

Will I get a free SIM by activating the free trial?

My free trial is over. How do I get more minutes?

MANAGING MY PLAN
Can I change or cancel my plan?

How can I change or cancel my plan?

Can I use my voice credit if I cancel my voice plan?

What happens to my remaining minutes when I change my plan?

Does my plan renew automatically?

When does my plan renew?

What happens if my minutes run out before my plan renews?

What happens to my ONE-TIME minutes allowance if I activate a plan?

What happens to my ONE-TIME minutes allowance if I buy more ONE-TIME minutes?

Can I pause my plan?

Is my voice credit really without expiration?

RATES, PLANS AND TOP-UPs
How much would I pay to make calls abroad?

How can I find prices for all the different plans?

What are the international calling rates to call Zone A, Zone B, and Zone C?

How can I top-up my voice credit?

How much will I pay for roaming charges?

What are the one-time, weekly, and monthly plans?

How does the ONE-TIME plan work?

How does the weekly and monthly validity work?

Will the WEEKLY and MONTHLY plans renew automatically?

Is there a limit on the voice plans I can activate?

What is a BOOSTER?

How does the RESTART of a plan work?

Do you have any offers on voice plans? How do I get the best prices with BNESIM?

CONSUMPTION DETAILS
How can I find my consumption details?

Can I check the consumption details related to one month ago?

How can I check my remaining balance?

I've used up all the minutes. How do I get more?

Is my voice credit really without expiration?

TROUBLESHOOTING
The phone of the person I called doesn't ring.

Someone called me, but my phone never rang.

My plan renewal failed.

I can't make calls.

I can't receive calls.

Why are the calls I make redirected to the BNESIM Customer Support?

The person I am calling can't hear me.

I can't hear the person I called.

OFFERS AND PROMOTIONS
Do you have any good offers on voice?

What is BNESIM's Now or Never offer?

COVERAGE VOICE
How can I find the list of the countries I can call?

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