Q: Can you help me choose a plan?
A: Of course, we would love to help you. All we need to know is:
1. How much data (internet) you want to have in your plan?
2. Will you need international calls to your country?
3. How long you will stay in USA?
Q: Do you charge any fees on top of the price I pay?
A: We do not charge fees at all. The price you pay includes all the fees, taxes and shipping.
Q: Do you ship worldwide?
A: We do ship worldwide for FREE. We offer 14 business day shipping - Ask us about activating your eSIM. That is the embedded sim in your device.
Q: My trip is coming up in less than 14 business days, can you ship faster?
A: Yes, we offer 3-5 business day at an additional charge of $65, however, activating your eSIM will save the trouble and the money.
Q: I need my Sim card sooner than 3-5 business day, what other options do I have?
A: If your device is supported, we can activate the eSIM in your device and if it's not supported we can always ship it to your destination in the USA. We offer 2-5 business day shipping for free, 1-3 business day for additional cost of $10, 1-2 business days for $35 and overnight shipping for $65.
Q: Can you ship the sim card to my hotel?
A: Yes, we ship to hotels and we also confirm the details that they need to have on the package in order to make sure you will receive it without any delays.
Q: I need a plan for more than 1 month. What plans you have for me?
A: We can offer plans for with no time limit. Contact us to find out more.
Q: Can I receive the sim card at the airport?
A: Unfotunately, we don't offer that service. Feel free to contact us for more info on how to get your sim card faster.
Q: Can I come to pick up the sim card myself?
A: Yes, please contact us to schedule a pick up.
Q: How do I activate the sim card after I got it.
A: Please follow the instructions that came with the sim card, our new portal allows you to activate or to schedule the activation of the sim card yourself.
Q: The internet doesn't work for me. How do I fix it?
A: There are few reasons the internet my not work, please check out how to fix it here and contact us if still does not work:
1. You need to set up the access point names (APN) settings on your phone. Each phone model and sim brand is different.
2. You finished your data allowance and need to renew it.
3. Your phone doesn't support the frequencies and bands of the network.
4. The phone needs to be repaired (software / hardware)
5. The phone model is too old.
6. Your location is not covered by the carrier.
Q: I lost my sim cards or my sim card is broken, where can I get another one?
A: We can offer free 2 days shipping to you or pick up a new sim card from our location in Los Angeles. With an eSIM you will never lose your sim. Ask us about that.
Q: Where do I write a review on your service?
A: We really hope you enjoyed the service, you can write a review for us in TripAdvisor forum or in our Facebook page or if you bought it on Amazon, you are welcome to leave a review there. Just search DBS Sim Trade on Facebook or Google.
Q: Do I need to return the sim card after I finished using it?
A: No, there is no need to return the sim to us. If you used a T-Mobile sim, please keep it for next time, we can re-activate it.
Q: If I come back in a month, can I use the same sim card?
A: Yes, you can use the same sim card if you used T-Mobile. If not, contact us.
Q: What size of sim card do I need for my phone?
A: The sim cards that you're buying from us are called 'Triple cut' because they have all the options that are existed. Nano, Micro and Standard. If your device is supported, you can use eSIM plan.
Q: My phone is locked to my local carrier. Can you unlock it?
A: The best way to unlock your phone is to contact your carrier and ask them about the process. We are also offering unlocking services to our clients that wants to buy a prepaid phone plan. Contact us for a price quote for unlocking your device.
Q: What is the differnce between 3G, 4G, LTE or 5G Speed?
A: 3G Speed is up 1 or 2 Megabite per second. 4G Speed is up to 20 Megabite a second. LTE Speed is up to 60 Megabite per second. 5G Speed is up to 200 Megabit per second. This can also depend on the area where you are located.
Q: I am travelling in between cities, how is the service there?
A: The service depends on the area and can change based on where you are located, however, most of the highways today in the US are covered.
Q: I am also travelling to Canada and/or Mexico. Do you have a plan for those countries?
A: Yes, some of our plans will also work in Canada and Mexico. You can always ask us about them. We also offer plans for Europre. Our eSIM plans will work in more than 50 countries and we always add more countries.
Q: Which carrier has a better service/coverage, AT&T or T-Mobile?
A: Until 7 years ago AT&T had a better coverage than T-Mobile. In the past 5 years T-Mobile made some great improvments and today they have fantastic coverage and in some areas it's even better than AT&T. If you've seen bad reviews about T-Mobile, look at the date, you will see that it was not written recently.
Q: Is it possible to keep my number in the Whatsapp app on my phone?
A: Sure and it's very easy to do. After inserting the USA Sim, open the whatsapp app and a new screen will pop up. In this screen you will be asked if you want to use the new number or to keep your number. All you have to do is click on 'Keep my number'.
* In case you clicked the other option, just switch the sims again and you will be asked again.
Q: Do you offer groups discounts?
A: Yes we do. Please contact us for more info.
Q: How much data do I need to have if I use only Whatsapp, Facebook, GPS, checking emails and browsing internet?
A: All those applications that working on data only like Whatapp, Facebook, GPS, checking emails and browsing internet are not using a lot of data at all. If you are streaming videos and music that means you need a lot of data.
* You can always ask us about it if you're not sure.
Q: I want to use the sim card as a Hotspot for my tablet / computer. Are your plans supporting that?
A: Some of our plans has this option, you can contact us in order to get information about those plans.
Q: I received the sim card but I don't see the phone number here. What should I do?
A: The phone number is being generated during the activation process. That means that we will receive the phone number at the date that you asked us to activated it.
Q: I inserted the sim to my iPhone and I see a message that says "Activation required", what does it mean?
A: That message means that your iPhone is locked to your local carrier and needs to be unlocked. The best way is to contact your local carrier or where you bought the iPhone. We also offer unlocking services and will be glad to quote you a price for the unlock.
Q: I am using T-Mobile and travelling in USA. I bought a plan with international calls and I can't make international calls. I also got a text message from T-Mobile that says that I have used all the data in my plan.
A: Since T-Mobile is not covering all the areas in USA, some areas will be covered by a partner carriers (Like AT&T) and while staying in those areas the international calls are disabled and the data is limited to 300MB.
Q: I am using T-Mobile service and I am inside my hotel room but there is no service at all.
A: In most of the hotels there will be very low service and maybe no service at all. You may also feel it with AT&T service, however, with AT&T it will be a lot better.
Q: How can I check if my phone supports your sim cards?
A: If you have an Apple iPhone or Samsung Galaxy S5 and up, your phone is supported. If not, please send us your phone brand and model and we will check which carrier they are supported by.
Q: Can you activate eSim?
A: Yes, we can! This will be a manual process for now, however, we are working on adding that to our automatic portal.
Q: My trip was cancelled, can I get a refund?
A: Of course! You will receive 100% of your money back - No questions asked!
Q: The sim card is not working good for me, I have a lot of issues. What do I do?
A: We strive for perfection and will do the best to resolve all the issues as soon as possible. Please contact us in order to get it resolved quick.
Q: How can I port my landline number to Google Voice?
A: We offer that service as well, please contact us for a quote to your number. The process takes 1-2 buiness days.
Q: How can I get a US phone number to my Whatsapp account?
A: We offer that service as well, please contact us for a quote.
Q: Does activating the eSim in my device means that my device is exposed or insecure?
A: No, No and No. Activating the eSim in your device is exactly like activate a physical sim. We have a very high level of security and are authorized by the FCC to activate these eSIM plans.
Q: What is an eSim?
A: Embedded SIM (eSIM) is just a physical SIM gone digital. Like a physical SIM card, an eSIM provides your connection to the network. An eSIM is built into your device just activate it with your account information rather than inserting a physical SIM.
Some eSIM compatible phones like the iPhone XS, XR, and XS Max are also DSDS (Dual SIM Dual Standby). DSDS compatible devices can accommodate both an eSIM and a physical SIM so you can have two wireless accounts with talk, text, and data on one device. Check this video for more info: youtu.be/3a2WHOXfstQ
Q. I activated my eSIM, however, I can't get the data to work, what do I do?
A. First of all, the most important thing is to keep the plan in your device. The most common mistake is to remove the plan and than try to scan the QR-Code again. After scanning the QR-Code once, you cannot scan it again.
Now, please make sure that you turned on Roaming services in your device and also make sure that you chose the plan as your main plan. If that didn't solve your issue, please contact us and we will troubleshoot your issue by email.
If you have a question that you do not see the answer for here, please contact us and we will be glad to assist you!