Help - Frequently Asked Questions

An inactive status on a new package doesn't always indicate a problem. If this is the first package on your CUI® SIM card, the package will only activate once you connect to a network in a country covered by the package.

This means the plan may appear inactive until the SIM card is used in a country where the plan is valid. Once in that country, the phone should connect to the local partner network, and the plan will be activated automatically.

Important: For the package to work, data roaming must be enabled on your phone. Without data roaming enabled, the internet may not launch, even if the package was purchased correctly.

If after arriving in a country covered by the package the service still does not work, it is worth restarting the phone and checking whether data roaming is active in the device settings.

If you are already in a country covered by the package and the package still does not activate, it may mean that the SIM card has automatically connected to the network of an operator that does not support data transmission.

In this case, you need to manually change your network provider in your phone settings. After selecting the correct provider, the package should activate automatically, and your internet should start working.

You can find a list of supported operators in the package details on our website. Before manually selecting a network, it's worth checking which operator you should connect to in a given country.

Important: Also, make sure data roaming is enabled on your phone. Without this option, the internet may not work, even if the SIM card connects to the correct network.

After changing your carrier, we recommend waiting a few minutes. If the package still doesn't activate, restart your phone and check your network connection again.

If you are already in a country covered by the package, you have data roaming enabled, you have tried to manually select the correct operator from the list available in the package details, and the internet still does not work, you should use the system OTA / STK application.

Important: The OTA/STK application is not an internet or phone setting. It is a special system application for the SIM card that allows you to refresh the card's connection to the network.

After launching the app, select Reactivation . You'll then need to wait a few minutes for the SIM card to reconnect to the network. During this time, your phone may briefly lose coverage or reconnect to its carrier.

On Android phones, this application may be located on the phone's desktop, in the Tools folder, or directly among all the application icons. Its name may appear as OTA , STK , SIM Toolkit , or SIM Applications .

On iPhones, you shouldn't look for this option in your internet settings. SIM card apps are located in your SIM card details as SIM Apps . Go there and select Reactivation , if available.

After performing the Reactivation option, we recommend waiting a few minutes. If the internet still doesn't start, it's worth restarting your phone and checking again whether data roaming is enabled and the phone is connected to a supported carrier.

If a previous package is already active on your CUI® SIM card, the new package will not activate immediately. The next package can only be activated after the previous package expires.

Important: Using your allocated GB doesn't mean your package has been deactivated. The package is valid for the number of days it was purchased for, even if you've already used up your entire data allowance.

Data transmission may continue until the current package expires, but at a reduced speed, for example, 128 Kbps . Only after the previous package expires will it be possible to activate a new package.

The next package doesn't activate automatically immediately after purchase. Once the previous package expires, you must use the system's OTA/STK application and select Reactivation to refresh the SIM card's connection to the network.

The OTA/STK application is not an internet or phone setting. It is a system application for the SIM card. On Android phones, it may be located on the desktop, in the Tools folder, or among all applications icons. It may appear as OTA , STK , SIM Toolkit , or SIM Applications .

On iPhones, this option should be found in the SIM card details under SIM Applications , not in the Internet settings. After entering the SIM card applications, select the Reactivation option, if available.

After selecting Reactivation , you'll need to wait a few minutes for your SIM card to reconnect to the network. During this time, your phone may temporarily lose coverage or switch to a different carrier.