Questions and answers about prepaid top-up, SIM cards and eSIM

Choose the number's carrier, type the number to top up, choose a plan and pay. The top-up usually arrives within minutes.

1. On the home page tap the carrier: Cellcom, Pelephone, Partner, HOT Mobile, 019, 012 or Golan Telecom.
2. Type the phone number you want to top up (10 digits, starting with 05).
3. Choose a plan and tap "Load plan".
4. Fill in a name and email for the confirmation, and pay by credit card, Bit, Apple Pay or Google Pay.

The order confirmation is sent to the email you entered. No sign-up and no password needed.

Good to know: a number can only be loaded with a plan of the carrier it belongs to, and all plans on the site are for use in Israel only and do not work abroad.

In most cases within minutes of payment. If 15 minutes have passed and the top-up has not arrived, message us.

The top-up is sent to the carrier right after the payment is approved. If 15 minutes have passed and it has not arrived, message us on WhatsApp with your order number and we will check why.

By the number, not by the plan. The prefix shows the original carrier, but a ported number belongs to the carrier it moved to.

If the number was ported, the carrier is the one you moved to, not the one of the original prefix. You can check the last SMS from the carrier, or ask us on WhatsApp.

A plan gives you data, calls and texts for a month at a fixed price. A credit top-up adds a balance in shekels, and usage is charged at the carrier's rates.

For most customers a plan is better value. A credit top-up is not recommended for everyday use, and the site shows a warning before you buy one.

No. There is no registration and no password. A name and email are needed only to send you the order confirmation.

Repeat customers can use the app, which saves the numbers already topped up and allows a repeat top-up in one tap.

Send us your order number on WhatsApp. We check why the top-up failed and fix it, in most cases by loading the plan on the correct carrier.

1. Wait 15 minutes from the payment.
2. Turn the phone off and on again.
3. Check in the phone settings that the device is connected to the network of the SIM's carrier, and that you have reception.
4. Make sure the number you entered is correct (it is in the confirmation email).
5. Message us on WhatsApp with the order number. You can also send a screenshot of the confirmation email. Agents reply every day 08:00 to 23:00.

The most common reason is choosing a carrier the number does not belong to, for example after porting. In that case we load the plan on the correct carrier. A refund is the last resort, when there is no other way to complete the top-up.

Yes. Type the number you want to top up, and the order confirmation is sent to your email.

You can also top up several numbers in one order: add a plan for each number, and pay for everything together. Note: each number can have one plan per order. If you choose another plan for the same number, it replaces the previous one in the cart.

Usually because a carrier the number does not belong to was chosen, or because the line is a monthly subscription rather than prepaid.

• Wrong carrier: a ported number belongs to the carrier it moved to, not to the carrier of its prefix.
• Monthly subscription: a line on a monthly subscription with the carrier cannot be loaded with a prepaid plan.
• Another carrier's plan: a number cannot be loaded with a plan of a carrier it does not belong to. It simply will not work.
• Kosher number: we do not sell kosher numbers.
• A blocked number after several failed payment attempts can be unblocked by contacting support.

Dial your carrier's balance code from the line. The balance is managed by the carrier, not by us.

With a credit top-up the balance is in shekels and is used up at the carrier's rates. It is not a monthly plan.

Up to 3 business days, by fast courier to your door, with no delivery charge.

Business days are Sunday to Thursday, excluding holiday eves and holidays. There is no self-pickup: every order is delivered to your door.

Insert the SIM into the device, turn it on, and in most cases the line is active within minutes.

1. Turn the device off and insert the SIM into the SIM tray (the card comes in a size that fits every device).
2. Turn the device on and wait for reception.
3. The plan you bought with the SIM is already loaded. If there is no reception after a few minutes, restart the device.

If there is still no reception, message us on WhatsApp with the order number and we will check with the carrier.

The SIM comes with a new number. We do not handle number porting: porting is done with the mobile carrier.

To move your old number to the new SIM, contact the new SIM's carrier with the details of the old line. We also do not convert a regular SIM into an eSIM.

Yes, if it has not been used: within 14 days of receiving the order, for a refund or an exchange.

A SIM that was already activated or used cannot be returned, because its plan has been used. A return request is sent by WhatsApp message with the order number.

Source: site terms, section 13.3.

A data-only SIM, with no calls or texts. Good for routers, dongles, car multimedia systems, tablets and security cameras.

Data SIM plans are sold for long periods (months to years) and in large volumes. It is not suited to a phone that also needs calls.

An eSIM is a digital SIM installed on the device by scanning a QR code, with no physical card and no delivery. The line is active within minutes.

After payment you get a QR code on the thank-you page and by email. Scan it in the device settings and the line is active within minutes.

1. iPhone: Settings → Cellular → Add eSIM → Scan QR code.
2. Android: Settings → Network & internet → SIM cards → Add eSIM → Scan.
3. Confirm, wait for reception, and select the new line for data if you wish.

Scan the code from the device on which the eSIM will be activated. If the code does not scan, you can enter the activation details manually from the email.

Most iPhones from XS and XR onward, Samsung Galaxy S20 and later, Google Pixel 3 and later, and new models from Xiaomi, Oppo and Motorola.

Devices bought "locked", or some models from personal import, may not support it even if the model is on the list. Quick check on iPhone: Settings → General → About → if "Digital SIM" appears, it is supported. The site has a checker by maker and model.

The QR code is single-use, so the transfer is done through the carrier and not by scanning again.

Contact the carrier the eSIM is from (or us on WhatsApp with the order number) and ask for a re-issue for the new device. Do not delete the eSIM from the old device before the new one is active.

Credit card, Bit, Apple Pay or Google Pay. Payment is in shekels.

Checkout takes place on a secure payment page, with the card company's 3D Secure verification.

Yes. Checkout takes place on the payment provider's secure page, with the card company's 3D Secure verification, and card details never pass through the site.

With 3D Secure the card company sends you a code by SMS or asks for approval in its app. Only after approval is the transaction made. Sometimes the SMS arrives after a minute or two, so wait before trying again.

No. Card details are entered only on the payment provider's page and are not stored by SIM Online.

We keep only the order details: name, email, the number topped up and the plan. So even if you top up again, you enter the card anew.

The charge is probably a temporary hold that will be released within a few days, or the email landed in spam. Message us and we will check right away.

• Check your spam folder for an email from SIM Online with the order number.
• A transaction declined by 3D Secure can appear temporarily on the card and disappear within a few days.
• Send us the last 4 digits of the card and the time on WhatsApp, and we will locate the transaction.

No. A top-up reaches the line right after payment, so it cannot be cancelled once made.

That is why it is important to check the number and the carrier before paying. The number is shown for confirmation in the cart and in the email.

Source: site terms, section 13.2.

First we check why the top-up failed and complete it, in most cases by loading the plan on the correct carrier. A refund is the last resort.

When a refund is made after all, it goes back to the same payment method. It takes between two weeks and a month for the money to show in your account. For details about the refund on your account, contact your card company.

Source: site terms, section 13.4.

Send the order number and the reason in a WhatsApp message. We reply during support hours and handle it the same day.

• WhatsApp: agents reply every day 08:00 to 23:00. You can also write at night, and we reply from 08:00.
• There is no phone support. All requests are handled by message, which lets us reply fast with the order number in front of us.

A plan you pay for once for a period of several months, and it renews automatically every month without you having to top up again.

The monthly price is lower than a regular monthly top-up, and there is no risk of forgetting to top up. At the end of the period the plan stops, and you can buy a new period.

No. An auto-renewing plan cannot be cancelled after purchase.

Payment is made in advance for the whole period (3, 6 or 12 months), and there is no monthly charge to the card. So choose the period carefully before paying.

Agents reply by WhatsApp message every day 08:00 to 23:00. The site itself works 24 hours a day, including Saturdays and holidays.

Top-ups are processed automatically at any hour. Human support is needed only for queries and problems with an order.

By WhatsApp message, or through the form on the contact page. There is no phone support. It helps to include an order number.

Yes, for iPhone and Android. It has special prices, up to 10% off, and it saves the numbers you topped up for a repeat top-up in one tap.

It is a free download from the App Store and Google Play. Topping up through the app is the same as on the site, with the same payment methods.