Frequently Asked Questions
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.
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.
Q: I need my Sim card sooner than 3-5 business day, what other options do I have?
A: 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 up to 3 years. You can email us or even chat with us on the Live Chat 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: We do the activation for you unless we advise you otherwise. We activate the sim card on the date that you will choose.
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: The internet connection is very slow, how do I fix it?
A: You probably finished your data plan and need to renew it, however, you may be in a low coverage area.
Q: I lost my sim cards or my sim card is broken, where can I get another one?
A: We can offer shipping to you or pick up a new sim card from our location in Los Angeles.
Q: The sim card is still not active, when will it be active?
A: If the sim card is still not active after you arrive, please wait a few hours, sometimes the system is working slow. This sometimes happens during weekends and holidays. If after few hours it is still not working, please contact us and we will solve it as fast as we can.
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. 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 size options.
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 speed and 4G or LTE 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. This can 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.
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.
Q: Which carrier has a better service/coverage, AT&T or T-Mobile?
A: Until 3 years ago AT&T had a better coverage than T-Mobile. In the past 3 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 see 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: I bought H2O sim card and I can use internet, how can I fix it?
A: Please check this link for further instructions: H2O APN Settings
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.
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!