FAQs

The SIM

1. How do I activate my SIM Card?

The Telcel SIMs ship activated and you will only need to insert it in your phone upon arriving in Mexico. The SIM can be tested prior to leaving to confirm that it is functioning properly but mainly to make sure that your phone is properly unlocked.

2. What does it mean for a phone to be unlocked?

It means that your phone is able to operate on more then one cellular network. Generally, an unlocked phone has been purchased at full price from the retailer (directly from the Apple Store for example). Equally, some phones are factory unlocked for international use. The best way to find out if your phone is unlocked is to call your cellular provider which can also unlock your phone at your request.

3. What SIM does my phone use?

We ship 3 in 1 SIMs that can work as Standard (Regular), Micro or Nano SIM. Those 3 SIM sizes will fit all devices that use a SIM card.

4. Do you have LTE-capable SIMs?

All our SIMs are LTE-capable (where available - see coverage map on Open Signal), otherwise they will function with 3G service.

5. On which network does Telcel operate?

Telcel operates on the GSM 850/1900 bands for 3G service as well as UMTS 850 and LTE 1700MHz bands. Those bands are North American standards and nearly all of North American sold phones will work with these - provided that the phones are unlocked.

Voice Service

1. How long are the Minutes valid for?

The Minutes are valid 30 days from the Date of Arrival you specify at checkout. An additional Minutes refill will reset the 30-day expiry period of your Minutes.

2. How can I receive calls from the US/Canada? How do I call to the US/Canada or another person in Mexico?

Calling rules to, from and within Mexico can be tricky, please consult the Dialing Rules section of the FAQs for more info.

3. How much does it cost to receive a call?

Incoming calls are always free of charge (within Mexico) and this includes calls that are coming through our Call Forwarding service.

4. Can I be charged for extra usage?

No. Once you use all your Minutes, the service will stop working and you will be able to buy more if you want to. We do no store credit card information and cannot bill you for any extra usage.

Text Messaging (SMS)

1. How much does it cost to send a text message (SMS) to the US or Canada?

For Telcel customers, every text message (SMS) to US & Canada uses the equivalent of 2 Minutes of Airtime. Text messages (SMS) sent to Mexico use the equivalent of 1 Minute.

2. How do I send a text message (SMS) to the US or Canada?

You must either send it with +1-xxx-xxx-xxxx or with 001-xxx-xxx-xxxx

3. How can I receive a text message (SMS) from outside of Mexico?

The sender must send it as +521-xxx-xxx-xxxx or as +011-52-1-xxx-xxx-xxxx

4. How much does it cost to receive a text message (SMS)?

Just like calls, text messages (SMS) are free of charge to receive (while in Mexico).

5. Do applications like WhatsApp or iMessage use Data or Minutes?

Since those messages are sent using Data, they do not count as regular text messages (SMS) and hence do not use your Minutes balance but they will use a very tiny portion of your Data plan. iMessages sent in blue use Data whereas iMessages sent in green count as a regular text message (SMS).

Data Service

1. Is Data valid throughout Mexico?

Yes. There is no roaming for Data in Mexico but Data plans will not work outside of Mexico.

2. Can I use Skype, Google Voice, Facetime or other VOIP to places calls?

Yes, many of Mexico SIM Card customers only buy a Data package and place their calls with VOIP applications.

3. Can I be charged for extra usage?

No. Once you use all your Data, the service will stop working and you will be able to buy another Data plan if you want to. We do no store credit card information and cannot bill you for any extra usage.

4. If I run out of Data, can I buy another package?

Yes, this can be done in the Refill Center section of our website.

5. Do you have LTE-capable SIMs?

Yes, we provide our customers with Micro and Nano SIMs that are LTE-capable (see coverage map for your destination on Open Signal).

6. What speeds can I expect?

You can expect upload and download speeds of between 1-5 Mbps for the 3G service and speeds of 10-15 Mbps in LTE-covered zones.

Coverage Map

1. Telcel has by far the best coverage in Mexico with the widest LTE/4G network in Mexico.

2. For more information on coverage for a specific area, we recommend consulting Open Signal.

Call Forwarding Service

1. How does the service work?

If you select the Call Forwarding option, we will provide you with a US number if you are in the USA or a Canadian number if you are in Canada. This number will transfer to your Mexican SIM when someone calls it. You can also forward your home, work or cellular phone numbers to the number we provide so you will get all your regular calls. Alternatively, you can share the forwarding number with close friends and relatives.

2. When will I know the number I was provided?

We will contact you 3 days before your departure to let you know the Forwarding number. This number will be valid for 30 days starting on your arrival date.

3. Do I need to buy a Minutes Package to use the service?

No, it's not necessary. All incoming calls from the Call Forwarding service are free of charge to receive.

4. Will it cost my caller to use the Call Forwarding service?

No, it will be considered like a regular call to a US or Canadian landline.

Shipping

US customers: US orders are fulfilled via Amazon Fulfillment. Delivery time with Free Regular USPS shipping is 5 business days and it includes a USPS tracking number that you will receive once Amazon Fulfillment ships your order.

Canadian customers: We have a shipping center for Canadian orders in Quebec City and delays are 5 business days or less.

In a rush or already in Mexico? We can deliver your SIM to your Mexican destination on the next business day for only $19.95 (cutoff time is 4:00PM ET).

Cutoff time for Amazon orders for Two-Day and One-Day shipping is 4:00PM ET.

You will pick your shipping method at the very end of the checkout process.

 

Dialing rules

Calling rules to, from and within Mexico can be tricky, here’s a simple guide.

CALL MEXICO FROM THE US & CANADA

  • To call a landline, dial 011-52-(10 digits phone number)
  • To call a cellular, dial 011-52-1-(10 digits cellphone number)

Area codes are two or three digits.

CALLING IN MEXICO

Since January 2015, there is no roaming or long distance charges to make or receive calls in Mexico, the area code is therefore irrelevant, just as in the US.

  • To call a Mexican cellphone from a Mexican cellphone: 10 digits cellphone number

CALL US & CANADA FROM MEXICO

Dial (001)-(Area Code)-(7 digits number)

CALL A 1-800 NUMBER FROM MEXICO

  • For a 1-800 number, dial 001-880-(7 digits number)
  • For a 1-888 number, dial 001-881-(7 digits number)
  • For a 1-877 number, dial 001-882-(7 digits number)
  • For a 1-866 number, dial 001-883-(7 digits number)
  • For a 1-855 number, dial 001-884-(7 digits number)

TO SEND TEXT MESSAGES (SMS) FROM MEXICO

  • To Mexico: You send the text message (SMS) to the 10 digits cellphone number
  • To US/Canada: You must add 001 before the 10 digits cellphone number or +1 before the 10 digits cellphone number

TO SEND TEXT MESSAGES (SMS) FROM US & CANADA TO MEXICO

You send the text message (SMS) to +52-1-(10 digits cellphone number)

COMMON AREA CODES IN MEXICO

Acapulco

744

Guadalupe

81

Reynosa

899

Aguascalientes

449

Guanajuato

473

Rosarito Beach

661

Apodaca

81

Hermosillo

662

Salamanca

464

Cabo San Lucas

624

Irapuato

462

Saltillo

844

Campeche

981

Ixtapa-Zihuatanejo

755

San Luis Potosi

444

Cancun

998

Ixtapaluca

55

San Nicolas de los Garza

81

Celaya

461

Jiutepec

777

Tampico

833

Chihuahua

614

La Paz

612

Tapachula

962

Chimalhuacan

55

Leon

477

Tecate

665

Cihuatlan

315

Los Mochis

668

Tepic

311

Ciudad Jimenez

629

Manzanillo

314

Tijuana

664

Ciudad Juarez

656

Matamoros

868

Tlalnepantla de Baz

55

Ciudad Lopez Mateos

55

Mazatlan

669

Tlaquepaque

33

Ciudad Obregon

644

Mexicali

686

Tlaxcala

246

Ciudad Victoria

834

Mexico City

55

Toluca

722

Coatzacoalcos

921

Merida

999

Tonala

33

Colima

312

Monclova

866

Torreon

871

Comitan

963

Monterrey

81

Tulum

984

Cordoba

271

Morelia

443

Tuxtla Gutierrez

961

Cuautitlan Izcalli

55

Naucalpan

55

Uruapan

452

Cuernavaca

777

Nezahualcoyotl

55

Valparaiso

457

Culiacan

667

Nuevo Laredo

867

Veracruz

229

Durango

618

Oaxaca

951

Villahermosa

993

Ecatepec

55

Pachuca

771

Xalapa-Enriquez

228

Ensenada

646

Playa del Carmen

984

Zacatecas

492

General Escobedo

81

Puebla

222

Zamora

351

Gomez Palacio

871

Puerto Vallarta

322

Zapopan

33

Guadalajara

33

Queretaro

442

Zitacuaro

715

Returns and Refund Policy

We are very proud to boast a return rate of less than 2% of our orders. We obviously try to accommodate our customers as much as we can.

Before your arrival to Mexico:

100% refund, SIM card will have to be returned at buyer’s expense. No refund for Express shipping services.

After your arrival to Mexico (and packages have been activated):

100% refund if service could not be used.

Exceptions:

If your device is not unlocked and the Data and Minutes packages have been activated, we will not be able to process a refund. We strongly suggest that you test the SIM with your phone before leaving for Mexico and/or check the unlock status of your phone with your operator.

If there is a Telcel network problem or any issue arising from our operation that prevents you from using the service for a certain time, we will issue a credit based on the duration of the outage.