Troubleshooting

The 60-second SimBuster troubleshooting check

1. Check your internet. Open a normal webpage with Wi-Fi off, then test again with Wi-Fi on.
2. Check the SimBuster app is current. Update it from the official App Store or Google Play listing.
3. Restart SimBuster and your phone.
4. Check the correct service is active. For example, confirm the phone number has not expired and the eSIM still has data.
5. Check the correct route or balance. A number routed to AI Assistant will not ring the app; Speech Credit will not pay for an outgoing call.
6. Make one clean test. Use another phone, note the exact time and reproduce the problem once.

If the problem affects calls, switch once between Wi-Fi and mobile data. If it works on one network but not the other, the problem is probably the connection or network environment rather than the SimBuster account.

Identify which part is actually failing

The app

Examples: app will not open, freezes, crashes or cannot sign in.

The internet connection

Examples: calls connect on Wi-Fi but not mobile data, or work at home but not on a corporate network.

A phone number

Examples: number is pending, expired, requires KYC or is routed somewhere unexpected.

Calling

Examples: outbound call fails, audio breaks up, DTMF does not work or Call Credit is insufficient.

SMS

Examples: the number does not support SMS, a message fails or a third-party OTP provider rejects the number.

Receptionist or AI Assistant

Examples: the call reaches the wrong route, a flow is not published or AI minutes are exhausted.

eSIM

Examples: the digital SIM will not install, has no network, has no data or is expired.

Payment or Mobile Top-Up

Examples: payment authentication fails, a recharge is pending or the wrong balance was purchased.

Fix the first broken layer. Do not rebuild an AI Assistant when the phone number itself is still pending activation.

Several unrelated SimBuster features fail at the same time

Before changing your account:

1. switch from Wi-Fi to mobile data;
2. turn off VPN;
3. restart SimBuster;
4. test one normal webpage;
5. try another device or connection if available.

If the same SimBuster problem occurs across different networks or devices at the same time, keep the exact time and contact Support. A service-side or upstream provider incident can affect more than one feature.

Do not delete phone numbers, eSIMs or call flows because of a short-lived widespread connectivity problem.

Switch between Wi-Fi and mobile data

If calls, audio, notifications or loading behave strangely:

1. Turn Wi-Fi off and test using mobile data.
2. Then turn Wi-Fi on and test again.
3. If one works and the other does not, focus troubleshooting on the failing network.
4. If you use a VPN, temporarily disconnect it and retest.
5. If you are on office, hotel, airport or school Wi-Fi, try a normal mobile-data connection.

A network can load websites successfully while still interfering with real-time voice traffic, push notifications or secure app connections.

Do not permanently change a corporate firewall without approval from the network administrator.

Restart the phone before deeper troubleshooting

• network registration problems;
• stuck audio routes;
• Bluetooth issues;
• operating-system notification state;
• app processes; and
• memory problems.

Restarting is especially useful after:

• changing SIMs;
• installing an eSIM;
• changing APN settings;
• updating the app;
• changing notification permissions; or
• switching between several Bluetooth devices.

After the phone restarts, test SimBuster before opening many other apps.

Update SimBuster

Updates can contain:

• bug fixes;
• compatibility changes;
• payment fixes;
• call improvements;
• notification fixes;
• new number or eSIM support; and
• security updates.

On iPhone, Apple provides app updates through the App Store account screen.

On Android, Google Play provides updates through Manage apps & device.

If the store shows Open instead of Update, you already have the latest version currently offered to that device.

Do not troubleshoot emergency calls through SimBuster

Do not rely on SimBuster for:

• 999;
• 112;
• 911; or
• another local emergency number.

Use your device’s normal carrier service, a fixed line or the official emergency-calling method available where you are.

If there is an emergency, use that service immediately rather than spending time troubleshooting an internet calling app.

Read the SimBuster Terms of Service

SimBuster will not install from the App Store or Google Play

• the device is connected to the internet;
• there is enough free storage;
• the App Store or Google Play account is working;
• parental or company restrictions do not block app installation;
• the operating system is supported by the current store listing;
• the device is not using an unsupported modified environment.

On iPhone, Apple recommends resolving any App Store billing or download restriction shown by the store before retrying the installation.

On Android, use the official Google Play listing and update Google Play if the store itself is not functioning correctly.

Do not sideload an unknown copy of SimBuster from an unofficial website.

The app store says SimBuster is not compatible with your device

If the store reports incompatibility:

1. check for an operating-system update;
2. confirm you are using a supported iPhone or Android phone;
3. confirm the device is not rooted, jailbroken or an emulator;
4. use another supported physical device if necessary.

Do not confuse SimBuster app compatibility with eSIM compatibility. A phone can run the SimBuster app but still lack eSIM hardware.

For eSIM hardware compatibility, use the dedicated eSIM Compatible Devices list.

SimBuster will not open

1. Force-close SimBuster.
2. Reopen it.
3. Restart the phone.
4. Check for a SimBuster update.
5. Check for an iOS or Android system update.
6. Make sure the phone has free storage.
7. Check the device date and time.
8. On Android, clear the SimBuster cache.
9. If necessary, reinstall the app after confirming you know how to sign back into the correct account.

Do not delete an installed travel eSIM while reinstalling the SimBuster app. The eSIM profile is separate from the app.

SimBuster keeps crashing

• update SimBuster;
• restart the device;
• close other memory-heavy apps;
• free storage space;
• update the operating system;
• on Android, clear app cache;
• reproduce the crash once and note exactly which screen caused it.

If it crashes only when opening one feature, tell Support the feature and exact steps.

For example:

“iPhone 15 Pro, iOS 26.1, SimBuster version X. App crashes every time I open Phone Numbers → UK → Mobile at 14:32 GMT.”

That is much more useful than “app is broken.”

The app is frozen or buttons do not respond

Then:

1. force-close SimBuster;
2. reopen it;
3. switch network;
4. update the app;
5. restart the phone;
6. test the same action again.

If the frozen screen followed a payment, check whether the transaction completed before pressing Pay again.

A frozen checkout can otherwise turn into an accidental duplicate purchase.

A screen is blank or keeps loading

• internet connection;
• VPN;
• corporate or filtered Wi-Fi;
• mobile-data permission for SimBuster;
• app version;
• device time and date.

Then switch from Wi-Fi to mobile data.

If only one SimBuster section is blank while the rest works, note the exact feature.

Examples:

• eSIM country list;
• number inventory;
• payment history;
• Refer & Earn dashboard.

The feature may be waiting on a different backend or provider even when the rest of the app is working.

SimBuster feels unusually slow

• weak internet;
• very high latency;
• VPN or proxy;
• low device storage;
• memory pressure;
• operating-system update in progress;
• app update in progress;
• network congestion; or
• a temporary service/provider delay.

Compare:

1. Wi-Fi vs mobile data.
2. SimBuster vs another internet app.
3. One SimBuster feature vs the whole app.
4. Current device vs another device if available.

If only calls are slow or delayed but normal screens are fast, use the Audio & Calls troubleshooting sections.

The app says you need an update but the store does not show one

Try:

• refresh the App Store or Google Play listing;
• close and reopen the store;
• restart the phone;
• check that you are viewing the official SimBuster listing;
• make sure the operating system itself is not too old for the current app version.

Do not install SimBuster from an unknown APK or unofficial download site to bypass the store.

Reinstall SimBuster safely

Before uninstalling:

• confirm which SimBuster account you use;
• make sure you can receive the sign-in verification;
• note any important error;
• do not delete an eSIM profile from phone settings;
• keep payment or number records you may need.

After reinstalling:

1. sign into the same account;
2. allow notifications;
3. allow microphone access;
4. review battery/background permissions;
5. check your phone numbers;
6. test an incoming call;
7. test an outgoing call.

Cloud-linked account services should remain with the account, while phone-level permissions need to be granted again.

Clear the SimBuster cache on Android

The menu varies by manufacturer but is usually similar to:

Settings → Apps → SimBuster → Storage → Clear cache

Clear cache, not account data, first.

Clearing app data can log you out and reset local settings.

Samsung also documents app cache as a normal troubleshooting step for notification and application problems.

After clearing cache:

1. reopen SimBuster;
2. check the account;
3. test the affected feature.

Low phone storage can cause app problems

• app updates;
• cache;
• downloads;
• eSIM screenshots or QR files;
• document uploads;
• operating-system stability.

Free some space and restart the phone.

Do not delete:

• important KYC documents;
• payment receipts;
• eSIM installation information; or
• other records you still need

without saving them somewhere secure first.

Check automatic date and time

• verification codes;
• secure sessions;
• payment authentication;
• certificate validation;
• login tokens.

Use automatic date and time unless you have a specific reason not to.

This is particularly worth checking after:

• international travel;
• manual timezone changes;
• restoring a phone;
• SIM changes.

Rooted, jailbroken or emulated devices

If SimBuster reports that the device is unsupported or insecure:

• use a normal physical iPhone or Android device;
• remove unsupported system modifications where appropriate;
• use the official operating system;
• do not try to bypass security checks;
• make sure the phone is not running inside an emulator.

A device can be powerful enough to run the app but still be unsupported because its security environment has been modified.

VPN, proxy or firewall interference

• app login;
• calls;
• audio;
• push notifications;
• payment pages;
• eSIM provisioning.

Test once with the VPN disconnected.

If SimBuster works without it:

• review the VPN configuration;
• try another VPN region;
• contact the VPN provider;
• or exclude SimBuster traffic only where that is safe and supported.

Do not disable corporate security permanently without approval.

SimBuster does not work on office, school or corporate Wi-Fi

Test using mobile data.

If SimBuster works on mobile data but not the managed Wi-Fi, give the network administrator:

• device type;
• time of test;
• the fact that ordinary HTTPS and real-time voice connectivity are required;
• the exact error shown.

Do not ask Support to change your company firewall.

The organisation controlling that network must decide what traffic it permits.

Hotel or airport Wi-Fi says connected but SimBuster does not work

Your phone can show a Wi-Fi symbol before you have accepted the network terms.

Open a normal browser and complete the Wi-Fi sign-in page.

Then test SimBuster.

If calling quality is still poor:

• use mobile data;
• use a SimBuster travel eSIM;
• or move to a better connection.

Public Wi-Fi can have enough bandwidth for web browsing but still perform badly for real-time voice.

SimBuster works on Wi-Fi but not mobile data

On iPhone, app-specific mobile-data access is controlled in Settings → Mobile Service / Cellular.

On Android, check SimBuster’s Mobile data & Wi-Fi or equivalent app data settings.

Also check:

• Data Saver;
• roaming if you are abroad;
• correct SIM selected for data;
• data allowance;
• VPN;
• carrier signal.

If the phone has two SIMs, confirm which SIM is providing mobile data.

iPhone Low Data Mode

It does not automatically mean SimBuster will fail, but if you are troubleshooting delayed background behaviour, temporarily test with Low Data Mode off.

On current iPhone software, Low Data Mode can be set separately for mobile data and individual Wi-Fi networks.

After changing it, make a test incoming call with the SimBuster app in the background.

Android Data Saver

If notifications or incoming calls are delayed:

• open SimBuster app data settings;
• allow background data;
• allow unrestricted data while Data Saver is on where your phone provides that option;
• test again.

Samsung specifically documents that Data Saver limits background app activity.

Do not disable every battery or data-saving feature globally if a per-app exception solves the problem.

Background activity on iPhone

If incoming alerts are unreliable, check:

• notifications;
• Focus;
• mobile data;
• Wi-Fi;
• system update;
• app update.

Also review Background App Refresh if it has been disabled globally or for SimBuster.

Do not repeatedly force-close SimBuster as a normal daily habit while testing incoming call reliability.

Android battery optimisation can delay incoming calls

If SimBuster rings only when open:

1. open Settings → Apps → SimBuster → Battery or the equivalent screen;
2. allow normal or unrestricted background operation where appropriate;
3. check Background usage limits on Samsung;
4. make sure SimBuster is not in a Deep Sleeping Apps list;
5. allow background mobile data;
6. restart the phone;
7. make an outside test call.

Menu names vary by Android manufacturer.

SimBuster notifications are disabled

Check:

• operating-system notification permission;
• Focus / Do Not Disturb;
• individual notification categories on Android;
• battery restrictions;
• background data;
• internet connection.

After enabling notifications, lock the phone and call your SimBuster number from another phone.

A test with the app already open is not enough.

Fix SimBuster notifications on iPhone

Settings → Notifications → SimBuster

Check:

• Allow Notifications is on;
• Lock Screen is allowed if you want locked-screen alerts;
• notification sounds are enabled where desired;
• Focus is not silencing SimBuster;
• mobile data is available.

Apple allows notification behaviour to be controlled per app and by Focus modes.

After changing settings, test an incoming call with the phone locked.

Fix SimBuster notifications on Android

Depending on Android version and manufacturer:

• allow notifications;
• enable relevant notification categories/channels;
• make sure call notifications are not set to silent;
• review Lock Screen visibility;
• check Do Not Disturb;
• remove aggressive battery restrictions;
• allow background data.

On Samsung, also review Battery → Background usage limits if the app has been put to sleep.

Focus or Do Not Disturb is blocking alerts

• iPhone Focus;
• Do Not Disturb;
• Android Do Not Disturb;
• scheduled sleep/bedtime modes;
• driving mode;
• work profile rules.

Temporarily disable the active mode and make a test call.

If that fixes the issue, add SimBuster to the permitted apps for the Focus/DND mode you actually use.

The phone is silent but you expected a ringtone

• hardware silent switch where applicable;
• ringtone volume;
• notification sound;
• Bluetooth audio destination;
• Do Not Disturb;
• custom call/notification tone settings.

A visual incoming-call alert can still appear even when the phone is intentionally silent.

If there is no visual alert either, troubleshoot notifications rather than only ringtone volume.

Your SimBuster number does not ring the app

1. Is the phone number active?
2. Is KYC complete?
3. Has the number expired?
4. Open Where calls go.
5. Is it actually set to the SimBuster app?
6. Is the phone online?
7. Are notifications enabled?
8. Is Focus/DND blocking alerts?
9. Is Android battery optimisation stopping background delivery?
10. Call from another phone.

If Where calls go is set to Receptionist, AI Assistant or PSTN, the app is not supposed to ring directly.

Learn about Phone Numbers

Calls ring only when SimBuster is open

Check:

• notification permission;
• Android battery optimisation;
• Android background data;
• iPhone Focus;
• Data Saver / Low Data Mode;
• VPN;
• app update;
• system update.

Then:

1. restart;
2. open SimBuster once;
3. lock the phone;
4. have someone call your SimBuster number.

If the call rings only while the app is in the foreground after these checks, contact Support with device model, OS version and app version.

You received a missed-call email instead of the phone ringing

If you receive these emails frequently:

• check mobile data;
• check Wi-Fi;
• check notifications;
• check battery optimisation;
• check Focus/DND;
• test the number while the device has a known-good connection.

A missed-call email is not the same as voicemail.

Learn about Voicemail and missed-call emails

You keep receiving missed-call emails even though the phone seems online

1. Connect to strong Wi-Fi.
2. Turn off VPN.
3. Confirm notifications.
4. Confirm Where calls go is the app.
5. Lock the phone.
6. Call the number.
7. Repeat over mobile data.

If one network consistently fails, focus on that network.

If both fail, provide Support with two exact test times so they can correlate the call records.

Incoming calls behave differently on multiple devices

If you use several devices:

• identify which device is expected to ring;
• check notification permission on each;
• test one device at a time;
• sign out old devices you no longer use;
• use Receptionist/routing features for deliberate call distribution.

If a new device appears to have changed incoming behaviour, tell Support both device models and which one currently receives the alert.

SimBuster does not have microphone permission

iPhone

Use Settings → Privacy & Security → Microphone and allow SimBuster.

Android

Use Settings → Apps → SimBuster → Permissions → Microphone.

Apple and Google both provide per-app microphone permission controls.

After enabling it, make a new call.

Permission changes do not repair a call that is already connected.

The other person cannot hear you

1. SimBuster is not muted.
2. Microphone permission is allowed.
3. Bluetooth is not sending your microphone to another device.
4. A headset microphone is connected properly.
5. The phone microphone works in a voice memo or normal carrier call.
6. Switch between Wi-Fi and mobile data.
7. Reconnect the call.

If your microphone works everywhere except SimBuster, contact Support with the device model and OS version.

You cannot hear the other person

• call volume while the call is active;
• speaker/earpiece selection;
• Bluetooth route;
• headset;
• phone output device;
• internet connection.

Toggle Speaker on and off once.

Disconnect Bluetooth temporarily.

If audio appears through a car, earbuds or hearing device instead of the phone, select the intended audio route.

Call connects but there is no audio in either direction

• network blocking;
• VPN;
• unstable connection;
• audio route problem;
• permission issue;
• Bluetooth;
• temporary media-session failure.

Try:

1. end the call;
2. disable VPN;
3. disconnect Bluetooth;
4. switch Wi-Fi/mobile data;
5. restart the app;
6. call again.

If the problem happens only on one Wi-Fi network, test with mobile data before changing any SimBuster account settings.

One-way audio

Check:

• microphone permission;
• mute;
• Bluetooth;
• VPN;
• network;
• headset.

Then compare:

• outgoing vs incoming call;
• Wi-Fi vs mobile data;
• one destination vs several destinations.

If every call on one specific network has one-way audio but mobile data works, the network may be interfering with real-time voice media.

Choppy, robotic or broken audio

Possible causes include:

• packet loss;
• jitter;
• weak Wi-Fi;
• weak mobile signal;
• congested network;
• VPN;
• large download/upload in background;
• hotspot congestion.

Try:

1. move closer to Wi-Fi;
2. stop large uploads;
3. switch to mobile data;
4. turn VPN off;
5. use a different network;
6. restart the router if it is yours.

Similar internet phone applications recommend switching networks as one of the fastest ways to isolate call-quality problems.

You hear an echo

• speakerphone volume too high;
• another phone nearby;
• Bluetooth/car audio;
• poor acoustic isolation;
• the far-end device;
• network delay.

Try:

• lower speaker volume;
• use the earpiece;
• use headphones;
• move the two phones apart;
• disable Bluetooth;
• call another destination.

If echo occurs only with one person, the source may be their audio setup rather than yours.

There is a long delay in the conversation

• satellite or distant network routing;
• VPN;
• weak mobile data;
• congested Wi-Fi;
• poor destination network;
• high network latency.

Switch networks and remove VPN first.

Avoid both people using loudspeaker if the delay makes them talk over each other.

If the delay appears only when calling one country or one destination, give Support examples of that destination.

Calls keep dropping

• at random;
• at the same duration;
• only on Wi-Fi;
• only on mobile data;
• only to one destination;
• when Call Credit runs low;
• when a plan allowance is exhausted.

Then test another network.

If a call repeatedly disconnects at a predictable time, give Support:

• calling number;
• destination;
• exact timestamps;
• approximate disconnect duration.

Do not post full sensitive numbers publicly; send them through the official support channel.

Speakerphone does not work

1. tap Speaker;
2. raise call volume;
3. disconnect Bluetooth;
4. check the phone is not routing audio to another accessory;
5. test the speaker using another app.

If the phone speaker works elsewhere but not during SimBuster calls, restart the app and device and report the device model if the problem remains.

Bluetooth headset or car audio problems

• open the call audio route;
• select the correct output;
• disconnect unused Bluetooth devices;
• turn Bluetooth off and on;
• reconnect the headset;
• make a fresh call.

Cars can sometimes take control of call audio even when you expected the phone earpiece.

Test once with Bluetooth completely off to determine whether Bluetooth is the cause.

Audio changes device during a call

• earbuds connect;
• a car starts;
• Bluetooth reconnects;
• a wired headset is inserted;
• another device claims audio.

Select the intended audio route again.

If audio switching is frequent, disconnect unnecessary paired devices while testing.

Call volume is too low

Call volume can be separate from:

• ringtone volume;
• media volume;
• alarm volume.

Also check:

• earpiece obstruction;
• headset volume;
• Bluetooth volume;
• speaker mode.

If every app is quiet, this is probably a device/audio issue rather than a SimBuster account problem.

You cannot sign in

• correct account identifier;
• internet;
• latest verification code;
• device date/time;
• app version;
• VPN;
• whether you accidentally created a new account.

Do not keep creating accounts if your existing account contains phone numbers or balances.

Use Support to recover the correct account when needed.

Learn about Account

Account verification code did not arrive

• email Spam/Junk;
• mobile signal if delivered by SMS;
• correct email/mobile shown;
• wait briefly;
• request one new code;
• use only the newest code.

Repeatedly requesting codes can invalidate older ones.

If the verification destination itself is no longer under your control, use official Support.

Verification code says invalid or expired

Check:

• device time;
• extra spaces;
• wrong account;
• whether a new code was requested after the one you entered.

Request a fresh code once and enter it promptly.

Do not share it with anyone claiming to be Support.

You signed into the wrong account

• phone numbers missing;
• zero balance;
• missing eSIM orders;
• missing Refer & Earn history.

Check the email/phone/login method used on your previous device.

Sign out and return to the original account.

Do not repurchase services until you confirm which account owns them.

Your services are missing after login

Then check each service separately:

• Phone Numbers;
• Call Credit;
• SMS Credit;
• Speech Credit;
• Buster Minutes;
• eSIM orders;
• Receptionist;
• AI Assistant;
• Refer & Earn.

If the purchase exists on a receipt but not on the correct account, contact Support with the transaction reference.

Account or service is under review

• KYC;
• payments;
• fraud;
• chargebacks;
• withdrawal;
• telecom compliance;
• referral activity;
• security.

Read the message shown and provide the requested information accurately.

Do not create another account to bypass a review.

Problems after changing phone

• allow notifications;
• allow microphone;
• check background restrictions;
• check mobile-data permission;
• test incoming calls;
• test outgoing calls.

Remember: an installed travel eSIM does not automatically move just because the SimBuster account moved.

You lost access to the account email

If not:

• keep payment receipts;
• keep known SimBuster phone numbers;
• keep KYC information;
• contact official SimBuster Support.

Additional verification may be required before account details can be changed.

You lost access to the mobile number used for verification

• contact your mobile carrier if recovery is possible;
• secure your email;
• keep SimBuster purchase/account evidence;
• contact Support.

Do not let another person who now controls the old number receive your account verification codes if you can prevent it.

A purchased phone number is still pending

• KYC;
• supplier activation;
• regulatory documents;
• payment not completed;
• manual review.

Open the number and check its status.

Do not configure extensive call flows around a number that has not become active yet.

If pending beyond the expected period, contact Support with the number/order reference.

The phone number requires KYC

You may need:

• identity;
• address;
• business documents;
• end-user information;
• local presence information.

The number may not activate until the required documents are approved.

Learn about Phone Numbers

KYC was rejected

Common causes:

• expired document;
• cropped image;
• unreadable text;
• name mismatch;
• address mismatch;
• wrong document type;
• missing business document;
• country-specific requirement not met.

Submit the correct missing evidence, not the same rejected file repeatedly.

A phone number you bought is missing

1. correct SimBuster account;
2. payment completed;
3. Phone Numbers list;
4. number status;
5. whether purchase is pending.

Keep the payment reference.

Do not buy another number just because the first one has not appeared immediately after a delayed payment screen.

Your Magic Number is missing or not working

Check:

• you are signed into the correct account;
• the Magic Number is still active;
• any required activation/use condition shown by the offer has been met;
• the number has not expired;
• Where calls go is configured;
• notifications work if routed to the app.

If a Magic Number has disappeared despite meeting the current conditions, contact Support with the account and number details.

Do not assume a free promotional number has the same renewal, return or eligibility rules as every paid number.

Phone number porting is still pending

While the port is pending:

• keep the existing service active unless the port instructions specifically tell you otherwise;
• do not cancel the old number prematurely;
• check any requested account or authorisation information;
• keep the port reference;
• allow for the scheduled porting window.

During a port, temporary routing differences can occur.

If the expected completion window has passed, contact Support with the number and porting reference.

Phone number porting failed

• incorrect account information;
• number not eligible to port;
• mismatch with the losing provider;
• missing authorisation;
• active contractual or provider restriction;
• rejected port request.

Read the reason supplied and correct that specific issue.

Do not submit repeated port requests with different details unless instructed, as that can make the process harder to trace.

Your active number cannot receive calls

• number active;
• not expired;
• KYC complete;
• Where calls go;
• destination active;
• app notifications if routed to app;
• PSTN number if forwarded;
• Receptionist published;
• AI Assistant active.

Call it from another network/phone.

If it fails before any route answers, give Support the exact test time and calling number.

Calls are going to the wrong destination

The selected destination controls whether calls go to:

• SimBuster app;
• Receptionist;
• AI Assistant;
• PSTN/external destination;
• another currently supported route.

Save the correct choice and make an outside test call.

Do not troubleshoot notifications if the number is deliberately routed to AI Assistant.

Your phone number expired

Check:

• expiry date;
• renewal status;
• whether renewal is still available;
• payment method;
• Auto Renew.

Do not assume an expired number can always be recovered.

For important numbers, renew or Extend before expiry.

Phone-number Auto Renew failed

• declined payment;
• expired payment method;
• insufficient funds;
• authentication;
• compliance;
• product availability.

Open the number and check the actual expiry/status.

If manual Extend or renewal is still available, complete it promptly.

Extend payment completed but the expiry did not change

1. payment final status;
2. correct phone number;
3. transaction history;
4. refresh the number details;
5. restart app.

If the payment is completed but validity is unchanged, contact Support with the transaction and number.

Do not repeatedly Extend until the first transaction is understood.

Your SimBuster number is not showing as caller ID

• outgoing route;
• number eligibility;
• destination network;
• country rules;
• configured outgoing identity.

Check the outgoing-number setting shown in SimBuster.

Test more than one destination.

Some receiving networks can alter or suppress caller ID independently.

The wrong caller ID appears

• check which number is selected for outgoing calls;
• check the intended caller ID;
• end and redial after changing it.

If SimBuster shows the correct outgoing identity but a specific destination sees something different, test another carrier before reporting it.

PSTN call forwarding is not working

• number active;
• Where calls go set to PSTN;
• external destination in full international format;
• enough Call Credit where forwarding is chargeable;
• destination can receive ordinary calls;
• destination network is not blocking calls.

Call the PSTN destination directly to prove it works, then test through SimBuster.

Forwarded calls reach the mobile but are not answered

• ringing;
• busy treatment;
• carrier voicemail;
• unavailable treatment.

If direct calls to the external destination also behave incorrectly, contact that carrier.

SimBuster cannot change the voicemail settings of a third-party mobile network.

You want to return a phone number

• within 24 hours of purchase; and
• have no call or SMS usage.

If the number has been used for calling or SMS, it no longer meets the unused-number return condition.

Contact Support promptly if an unused number qualifies.

Do not use it while waiting if you intend to request the return.

A phone number does not work for OTP or verification

• virtual numbers;
• VoIP ranges;
• mobile ranges;
• particular countries;
• particular prefixes.

SimBuster cannot guarantee acceptance by WhatsApp, Telegram, banks, marketplaces or another external service.

Check that:

• the number supports incoming SMS;
• the external service has the correct number/country code;
• the sender is not blocking virtual numbers.

A third-party rejection does not necessarily mean the SimBuster number itself is broken.

An outgoing call will not connect

• internet;
• full destination number;
• Call Credit or Calling Plan;
• destination supported;
• app update;
• VPN;
• Wi-Fi vs mobile data.

Try a second normal mobile/landline destination.

If every destination fails, it is likely an account/network issue.

If one destination fails, it may be destination-specific.

Call fails immediately after tapping Call

• invalid number format;
• unsupported/restricted destination;
• no Call Credit;
• no internet;
• account/service restriction.

Check the rate/destination screen before calling.

Use international format such as +44, +1, etc.

Only one phone number or country fails

• verify the destination;
• remove local trunk prefixes if international format requires it;
• check whether it is premium, satellite, short-code or restricted;
• try another ordinary number on the same network/country.

Send Support the failed destination and exact time through the official channel if the destination should be supported.

Check international number format

Examples:

• UK: +44
• US/Canada: +1
• France: +33

Do not blindly combine both the international code and a domestic trunk prefix.

If you copy a number from Contacts, verify what the final dialler field shows.

Premium, satellite, emergency or short-code calls fail

These can include:

• emergency numbers;
• premium-rate services;
• satellite services;
• short codes;
• special services.

Use a conventional carrier for emergency calls.

For other special destinations, check availability and current rate before attempting the call.

You do not have enough Call Credit

Remember:

• outgoing calls use Call Credit unless an eligible Calling Plan covers them;
• external PSTN forwarding can also consume Call Credit;
• Call Credit is separate from SMS Credit, Speech Credit and Buster Minutes.

Add Call Credit or use an eligible active plan before redialling.

You hear the low Call Credit announcement

It is a warning, not an error.

If the call needs to continue:

1. check the balance;
2. check whether a Calling Plan applies;
3. add Call Credit when necessary.

Do not ignore the warning on a long call and then assume a balance-related disconnection was a network failure.

Learn about Payments

Your Calling Plan is not being used

• plan is active;
• plan has not expired;
• minutes remain;
• destination is covered;
• correct number type/destination;
• call is not outside the plan rules.

If the destination is not covered or allowance is exhausted, standard Call Credit can be used instead.

An outgoing call used more Call Credit than expected

• destination;
• mobile vs landline rate;
• call duration;
• per-minute rounding;
• whether a Calling Plan applied;
• external forwarding if relevant.

SimBuster’s current pricing information states eligible outgoing calls are charged according to destination rates and can be rounded to the next full minute.

Keep the call time/destination if you believe there is a billing error.

A call is missing from history

Check:

• correct account;
• incoming vs outgoing;
• exact number;
• whether the call actually connected;
• whether another route such as AI Assistant or Receptionist handled it.

If a completed call remains missing, note the exact time and numbers for Support.

Press 1 / keypad digits are not recognised during an outside call

• bank menus;
• hotel menus;
• external IVRs.

Use the in-call Keypad.

If digits fail only with one external IVR, test another IVR/destination.

If DTMF fails everywhere, report device, destination and call times.

This is different from a caller pressing digits inside your own SimBuster Receptionist, which should be troubleshot in the Receptionist section.

You cannot send an SMS

• the SimBuster number supports outgoing SMS;
• SMS Credit;
• destination format;
• destination supported;
• internet;
• number active;
• KYC complete where required.

Some number types support incoming SMS only, or have country/network limitations.

Do not assume every virtual number has identical messaging capabilities.

You cannot receive SMS

• the number is SMS-enabled;
• active/not expired;
• sender is using the correct international number;
• message type supported;
• third-party sender is not blocking the number range.

Test with an ordinary person-to-person SMS where practical.

An OTP sender failing while ordinary SMS works suggests a third-party verification restriction rather than general SMS failure.

SMS is delayed

• originating carrier;
• destination carrier;
• international interconnect;
• anti-spam filtering;
• temporary network congestion.

If delayed:

• do not send many duplicates;
• note sender/destination;
• note exact time;
• wait for final delivery.

For OTP, requesting repeated codes can also make older codes invalid.

SMS Credit is missing

• check the store receipt;
• reopen SimBuster;
• check the SMS Credit balance, not Call Credit;
• make sure you are in the correct SimBuster account;
• avoid buying again immediately.

Contact Support with the store receipt if the completed purchase is still not credited.

The number does not support SMS

• country;
• number type;
• supplier/network;
• incoming/outgoing direction.

Check the capability shown for the number before purchase.

A number that is excellent for voice/Receptionist use may not be suitable for SMS.

International SMS fails

• destination country code;
• SMS Credit;
• sending number’s SMS capability;
• supported destination;
• carrier restrictions.

Try another normal number in the same country if possible.

Some networks filter international or application-originated SMS more aggressively than domestic person-to-person traffic.

OTP SMS did not arrive

If normal SMS works but OTP does not:

• third party may reject virtual numbers;
• sender may not deliver to the range;
• repeated code requests may have rate-limited delivery.

Do not repeatedly buy new numbers assuming every service accepts every virtual number.

A website says your number is invalid or unsupported

It can reject:

• virtual numbers;
• VoIP;
• non-local numbers;
• specific ranges;
• numbers previously used on its platform.

This does not prove that SimBuster calling or SMS is faulty.

Use another verification method offered by that website where available.

The same SMS appears twice

• you tapped Send more than once;
• the app displayed one send but the network retried;
• the sender sent duplicate messages.

Keep the timestamps and message destination.

If duplicates recur without repeated user action, report examples to Support.

An SMS is missing from history

• correct number;
• correct account;
• incoming vs outgoing;
• app refresh;
• message actually completed.

If the network delivered a message but the conversation view remains incomplete, provide Support with number/time details.

Receptionist does not answer the phone number

1. phone number active;
2. Where calls go set to Receptionist;
3. correct Receptionist selected;
4. flow saved/published;
5. no KYC/expiry issue;
6. test from another phone.

Do not edit individual blocks until you prove the call is reaching the Receptionist.

Learn about Receptionist

You edited a Receptionist but the live number did not change

Open the phone number and confirm:

• Where calls go;
• selected Receptionist.

Then make a fresh external test.

Receptionist changes are not live

• save/publish;
• wait for confirmation;
• reopen the flow;
• test from another phone.

Editing a draft does not help callers if the live configuration was never updated.

Pressing a menu option goes to the wrong place

Check:

• keypad digit;
• connected block;
• destination number;
• AI Assistant;
• voicemail;
• business-hours condition;
• nested menu.

Follow the visual blocks in the same order the caller does.

Caller presses 1, 2 or 3 but nothing happens

• digit exists in the menu;
• branch is connected;
• flow published;
• caller waits until the prompt allows input;
• test from another carrier/device.

If the digit works from one phone network but not another, record both examples for Support.

Receptionist greeting does not play

• greeting block exists;
• audio generated/uploaded successfully;
• correct voice/audio selected;
• flow published;
• Speech Credit if generation was required;
• volume on the calling phone.

Test the prompt itself before rebuilding the whole flow.

Text-to-speech greeting will not generate

• Speech Credit;
• text length;
• unsupported characters;
• internet;
• voice selection;
• purchase credited.

Try a short simple sentence.

If that generates, the issue may be with the original text/voice rather than the Receptionist route.

Receptionist says you need more Speech Credit

It is separate from:

• Call Credit;
• SMS Credit;
• Buster Minutes.

Buy Speech Credit using the available in-app purchase route.

Speech Credit is non-refundable, so generate only the prompts you intend to use.

Receptionist uses the wrong open/closed route

• timezone;
• business hours;
• day of week;
• overnight schedules;
• holiday logic if configured;
• device/account time only where relevant to the setup.

Test once during a known open period and once through the after-hours rule where practical.

Receptionist sends callers in a loop

Trace every path.

Look for:

• menu branch back to same menu;
• fallback back to itself;
• timeout/retry path that never terminates;
• nested menu returning unexpectedly.

Every route should eventually reach a valid destination or terminal action.

Receptionist external/PSTN forwarding fails

• full destination number;
• Call Credit;
• destination supported;
• destination works directly;
• flow published.

External forwarding can use Call Credit.

If the destination is unreachable directly, fix that destination first.

Receptionist voicemail route fails

• voicemail destination connected;
• greeting;
• email destination;
• flow published;
• exact menu branch.

Leave a real message, then check Spam/Junk.

Learn about Voicemail

Receptionist route to AI Assistant fails

• correct AI Assistant;
• Assistant active;
• Buster Minutes/AI plan;
• flow published;
• branch connected.

Test AI directly if possible.

If AI works directly but not through Receptionist, troubleshoot the branch.

CallTone is not playing

• confirm the CallTone is attached to the intended number or call-flow point;
• confirm the audio selection was saved;
• test with a fresh incoming call;
• check whether another Receptionist greeting or route occurs before the CallTone;
• confirm the number is using the configuration you edited.

Do not troubleshoot your phone’s ringtone when the problem is a caller-facing CallTone. They are different audio features.

Custom CallTone audio will not upload

• check the file type shown as supported;
• check file size;
• make sure the file is not corrupted;
• rename unusual filenames;
• retry on a stable internet connection.

If a short normal audio file uploads but one particular file does not, the problem is probably the source file rather than the phone number.

Learn about CallTones

The wrong CallTone plays

If you manage several numbers, verify you edited the correct one.

Save the change and make a new external test call.

An existing call will not change because you edited the configuration while it was already connected.

CallTone audio sounds distorted or too quiet

Telephone audio has a narrower practical frequency range than music playback through headphones, so highly detailed stereo music can sound different over a phone call.

If possible:

• use a clear source;
• avoid extreme bass;
• avoid very low volume;
• avoid clipping;
• test from more than one destination network.

AI Assistant does not answer

• phone number active;
• Where calls go / Receptionist route;
• correct Assistant selected;
• Assistant active;
• Buster Minutes;
• call flow published.

The first question is always: did the call reach AI Assistant?

Learn about AI Assistant

AI Assistant gives a wrong answer

• business information;
• FAQ;
• uploaded documents;
• opening hours;
• pricing;
• instructions;
• conflicting old content.

Correct the source.

Then ask the same question again in several different ways.

AI Assistant invents an answer

“Only answer from the approved information. If you do not know, say so and take a message.”

Remove contradictory or vague source material.

A good fallback is more valuable than a confident wrong answer.

AI Assistant responds in the wrong language

• selected language;
• selected voice;
• multilingual settings;
• instructions;
• caller language.

Test the important language with a clear full sentence.

Do not assume every voice supports every language equally.

AI Assistant uses the wrong voice

Save changes.

Make a fresh test call; an already-active call will not necessarily change voice mid-call.

AI Assistant ignores an uploaded document

• upload completed;
• correct Assistant;
• document current;
• answer clearly present;
• no conflicting document;
• file supported.

For critical information, also add a concise FAQ/instruction rather than burying it in a huge document.

AI Assistant struggles to understand the caller

• poor audio;
• background noise;
• strong network packet loss;
• unusual name;
• technical terminology;
• overlapping speech;
• language mismatch.

Tell AI to ask for repetition and confirm important numbers.

Test call quality separately before changing the knowledge base.

AI Assistant cannot route or hand off the call

Then check:

• number;
• Receptionist path;
• Call Credit for external PSTN leg;
• instruction telling AI when to hand off;
• destination availability.

Do not instruct AI to transfer to a person who is not configured as a valid destination.

AI transcript is missing

• call was actually handled by AI;
• call completed;
• allow processing time;
• reopen the call;
• app updated.

Automatic transcription can also be incomplete when audio is poor.

If transcripts repeatedly fail for successful AI calls, provide exact call times to Support.

AI Assistant has no Buster Minutes

Buster Minutes are separate from Call Credit and Speech Credit.

Add or renew the appropriate AI plan where required.

For a business-critical line, decide what the fallback should be if AI minutes are exhausted.

AI Assistant call ends unexpectedly

• Buster Minutes;
• phone number status;
• internet/provider route;
• whether caller hung up;
• configured terminal/handoff rule.

Compare several calls.

If they all end at a similar point, send Support timestamps and approximate durations.

Voicemail email did not arrive

• caller reached the voicemail route;
• caller left a recording;
• correct email destination;
• Spam/Junk;
• mailbox not full;
• Receptionist published.

Leave a controlled test voicemail yourself.

Learn about Voicemail

Voicemail email is in Spam or Junk

For business email:

• check quarantine;
• check mail-security gateway;
• allow legitimate SimBuster service emails.

Do not create an unsafe rule that bypasses all security checks for unrelated messages.

Voicemail email arrived but recording is missing

Then:

• test again with a 10-second message;
• try another mail client;
• check whether corporate email security stripped an attachment/content;
• keep the message and call time.

Caller cannot leave voicemail

Check:

• correct menu option;
• voicemail block;
• flow published;
• number routed to Receptionist;
• business-hours condition.

If the call goes directly to the app or AI Assistant, it will not magically reach the voicemail block.

Voicemail goes to the wrong email

If you have several numbers/Receptionists, confirm you are editing the one used by the live number.

Save and leave a new test message.

Forwarded call goes to your mobile carrier voicemail

1. SimBuster forwards to your PSTN/mobile number;
2. you do not answer;
3. your mobile carrier’s own voicemail answers.

That voicemail belongs to the external carrier, not SimBuster voicemail-to-email.

Your mobile carrier voicemail answers too quickly

Test the mobile number directly.

If its voicemail answers too quickly on direct calls as well, change the setting with that carrier.

SimBuster cannot change a third-party carrier mailbox timer.

You expected a missed-call email but did not receive one

Check:

• number routed to app;
• app/device genuinely unreachable;
• email;
• Spam;
• call actually reached SimBuster.

If the call was routed to AI Assistant, Receptionist or PSTN, its treatment is different from an unreachable app-routed call.

Check whether your device supports eSIM

SimBuster maintains a dedicated compatibility list covering current:

• Apple iPhone;
• iPad;
• Samsung Galaxy;
• Google Pixel;
• Motorola;
• Xiaomi;
• OPPO;
• Sony;
• HONOR;
• tablets;
• laptops;
• smartwatches; and
• other eSIM-capable devices.

Regional variants and carrier firmware can differ, especially on Android.

View the complete SimBuster eSIM Compatible Devices list →

Apple’s current guidance supports eSIM on iPhone XS/XR and later subject to regional/provider restrictions. Google and Samsung also advise checking exact device and carrier support.

Your phone supports eSIM but installation still fails

Check whether the device accepts another provider’s SIM/eSIM.

On iPhone, carrier-lock information can be checked in Settings → General → About.

For Android, check the original carrier or device settings.

An eSIM-compatible but network-locked phone can still reject a travel eSIM.

eSIM QR code will not scan

• stable Wi-Fi;
• clean camera lens;
• brighter screen showing the QR;
• show QR on another device;
• use the phone’s Add eSIM scanner;
• manual installation details if supplied.

Do not scan the QR repeatedly with a generic QR app.

The correct place is the phone’s eSIM setup flow.

QR scan is unavailable: use manual eSIM installation

• SM-DP+ address;
• activation code;
• other manual values,

enter them exactly in the phone’s manual eSIM setup.

If manual details were not supplied, do not copy details from another provider.

The eSIM says the QR or activation code was already used

If the code was already consumed:

• do not delete other profiles;
• open the purchased eSIM in SimBuster;
• check reinstallation options;
• contact Support with the eSIM order.

Do not assume the original QR can always be reused.

eSIM installed but there is no internet

1. eSIM is turned on;
2. plan active;
3. data remains;
4. correct SIM selected for mobile data;
5. Data Roaming on for travel eSIM where required;
6. supported destination;
7. network registered;
8. APN correct if supplied;
9. Wi-Fi off for the test.

Do not delete the eSIM as the first fix.

eSIM shows No Service

• destination included;
• plan valid;
• eSIM enabled;
• roaming setting;
• automatic network selection;
• local coverage.

Then:

• toggle Airplane Mode;
• restart phone;
• move location;
• try a supported partner network manually only if plan information identifies it.

Phone is using the wrong SIM for mobile data

Also check automatic data switching.

If the home SIM remains selected, you can incur home-carrier roaming charges even though the travel eSIM is installed.

Data Roaming is off on the travel eSIM

Enable it for the travel eSIM, not blindly for your home SIM.

On iPhone, current Apple settings place roaming under the selected line’s Mobile Data Options.

Android menu names vary by manufacturer.

Incorrect APN

• enter it exactly;
• apply it to the travel eSIM;
• do not invent username/password;
• save/select it where required;
• restart mobile data.

On iPhone, Apple warns that incorrect APN settings can break mobile-data connectivity.

Only use the APN supplied for the specific plan.

Automatic network selection does not connect

If it fails and your eSIM details identify supported networks:

1. open Network Selection;
2. wait for the list;
3. select a supported partner;
4. wait for registration.

Do not randomly force an unsupported carrier.

eSIM data is slow

• signal;
• local congestion;
• 4G/LTE/5G availability;
• VPN;
• hotspot users;
• background downloads;
• another supported partner network.

A 5G-capable phone does not guarantee 5G in every location.

Test in another location before assuming the eSIM itself is faulty.

eSIM works on phone but hotspot does not

• plan permits tethering;
• phone supports hotspot on that line;
• correct data SIM;
• APN;
• data remains.

Hotspot support can vary by plan/network.

Learn about eSIM

eSIM plan has not activated

Some plans activate:

• at installation;
• at activation;
• on first supported destination network connection.

If you are still outside the destination, the profile can be installed while the plan waits for the qualifying connection.

eSIM stopped working before the date expired

The data allowance can be consumed before the calendar validity ends.

Common high-use activities:

• video;
• tethering;
• cloud backup;
• updates;
• video calls.

Add data where supported or buy another suitable plan.

eSIM plan expired

Check the SimBuster eSIM status.

Where supported:

• extend validity;
• add a new package;
• or buy another plan.

You accidentally deleted the eSIM

Open the eSIM purchase in SimBuster and check whether reinstallation is supported.

Some profiles are single-install.

Contact Support with the eSIM order before buying another plan unnecessarily.

You are moving the eSIM to another phone

Transfer rules depend on the eSIM provider/profile.

Check:

• new device compatibility;
• whether the eSIM is transferable;
• whether new installation credentials are available.

The generic iPhone/Pixel ability to transfer carrier eSIMs does not guarantee that every travel eSIM product supports transfer.

Payment completed but the eSIM is missing

Check:

• purchased eSIM list;
• payment final status;
• correct account;
• app refresh.

Keep the order/payment reference.

If payment is confirmed but the eSIM is absent, contact Support.

Mobile Top-Up payment failed

Mobile Top-Up can use payment methods different from other SimBuster services.

Do not assume a payment method available for Phone Numbers or Call Credit is always available for Mobile Top-Up.

Learn about Mobile Top-Up

Mobile Top-Up is pending

Keep the order reference.

Check:

• payment status;
• top-up status;
• recipient balance.

Wait for a final state before retrying.

Mobile Top-Up failed

• country;
• number;
• prepaid status;
• operator;
• product;
• payment.

Correct any wrong information and retry only after the first transaction is confirmed failed.

Top-Up says completed but recipient cannot see it

• airtime balance;
• data/bundle balance;
• carrier app;
• operator SMS.

Then compare:

• number;
• operator;
• product;
• order reference.

If completed but still missing, contact Support rather than immediately sending another top-up.

You topped up the wrong number

Once delivered into the mobile operator’s prepaid system, SimBuster cannot recall it just because the sender typed the wrong number.

Always review the number before payment.

If the transaction is still pending or failed, keep the order and contact Support as appropriate.

You selected the wrong mobile network

If already processing:

• do not duplicate;
• wait for final status.

Ported numbers can make operator identification harder.

Use the recipient’s current network.

You bought airtime instead of data, or the wrong bundle

SimBuster sends the selected operator product.

The mobile network controls how it behaves after delivery.

You may have sent the top-up twice

• two order IDs?
• two final payments?
• recipient balance?
• one payment still pending?

Do not rely only on two bank notifications; one can be a pending authorisation.

If two completed top-ups were actually delivered, both can be valid irreversible recharges.

The recipient’s mobile operator is not listed

Check:

• correct country;
• operator’s current brand;
• number porting.

If not shown, that operator/product may not currently be supported.

Payment declined

• bank decline;
• insufficient funds;
• expired card;
• 3D Secure;
• fraud controls;
• unsupported method/country;
• wallet problem.

Read the error.

If the issuer declined the card, contact the bank or use another available payment method.

Learn about Payments

3D Secure authentication failed

• app approval;
• OTP;
• biometric verification;
• another issuer step.

A valid card can still fail if authentication is not completed.

Check the bank app, then return to SimBuster and verify whether the transaction failed before retrying.

Payment is pending

Pending card authorisations can later:

• complete; or
• disappear/reverse.

Check the product status separately.

If nothing was provisioned and payment remains unresolved, keep the transaction reference.

You were charged but the product is missing

• Number → Phone Numbers
• eSIM → eSIM purchases
• Call Credit → Call Credit
• SMS Credit → SMS Credit
• Speech Credit → Speech Credit
• AI plan → Buster Minutes/AI
• Mobile Top-Up → recipient mobile account

If the completed payment has no corresponding product, contact Support with the transaction.

You think you were charged twice

• SimBuster orders;
• bank entries;
• app-store receipts;
• pending vs completed.

Two banking entries do not always mean two completed purchases.

Keep all transaction IDs before contacting Support.

Apple/Google in-app purchase completed but credit is missing

1. check Apple/Google receipt;
2. reopen SimBuster;
3. check correct balance;
4. correct account;
5. do not buy again immediately.

Contact Support with the store receipt if it remains missing.

You bought a Calling Plan but it is not showing

• the payment completed;
• the plan was purchased from the intended account;
• the plan appears under Plans & Bundles;
• the correct destination/plan was selected;
• refresh or reopen SimBuster.

A Calling Plan is not the same thing as Call Credit. The plan can use Call Credit as its purchase mechanism while the resulting plan appears separately.

If payment is confirmed but the plan is absent, contact Support with the transaction reference before buying it again.

You bought the wrong SimBuster balance

• Call Credit;
• SMS Credit;
• Speech Credit;
• Buster Minutes.

They are not normally interchangeable.

SMS Credit and Speech Credit are non-refundable.

Check the service before purchasing.

Promo code does not work

• expired;
• is for another service;
• is restricted by country/account;
• requires minimum spend;
• is first-purchase only;
• has already been used.

Promo codes can differ between eSIM, numbers, top-ups and other products.

If the discount is not visible before payment, do not assume it will be added afterwards.

Your transaction was charged in USD

Your bank can then convert it into your account currency.

This is expected where the checkout indicates USD.

Your bank added an FX or foreign transaction fee

A separate:

• FX spread;
• foreign transaction fee;
• issuer fee

can still be applied by your bank.

That third-party bank charge is outside SimBuster’s control.

Approved refund has not appeared

• bank;
• card network;
• Apple/Google;
• wallet;
• original payment method.

Keep the refund confirmation.

After SimBuster or the store issues the refund, the receiving financial institution can take additional time to display it.

Referral is not tracked

• correct referral link/code/QR;
• user was new/eligible;
• referral parameters not removed;
• correct account;
• registration completed.

Do not create fake replacement accounts to repair tracking.

Learn about Refer & Earn

A referred user purchased but commission is missing

• referral attribution;
• product eligibility;
• transaction completed;
• rank/level unlocked;
• commission still processing;
• no refund/reversal.

Not every SimBuster purchase necessarily generates referral commission.

Refer & Earn commission is pending

• refund risk;
• chargeback risk;
• fraud checks;
• programme validation.

Pending earnings are not yet available cash.

Referral commission was reversed

• refunded;
• charged back;
• reversed;
• fraudulent;
• otherwise ineligible.

Referral commission follows the eligibility of the purchase.

Refer & Earn rank did not update

• Rank Guide;
• eligible/cleared transactions;
• pending activity;
• refunded transactions;
• unlocked level requirements.

Read the SimBuster Rank Guide →

Rewards Zone is missing or an offer is not shown

• account eligibility;
• country;
• campaign;
• product;
• availability; or
• promotion period.

Not every user will necessarily see every reward at the same time.

Update SimBuster, confirm the correct account and reopen the Rewards area.

If an offer was previously visible but disappeared, check whether the promotion ended before assuming the account is faulty.

A reward or promotional benefit was not credited

• exact promotion;
• eligibility;
• qualifying purchase or action;
• expiry date;
• minimum spend;
• whether the underlying transaction is still pending;
• whether a refund or chargeback made it ineligible.

Keep the offer screenshot or terms and transaction reference if the reward should have been credited.

Promotional rewards are separate from Refer & Earn commission unless the offer explicitly says otherwise.

You cannot withdraw Refer & Earn earnings

• earnings available vs pending;
• hold period;
• minimum withdrawal;
• payout method available;
• KYC;
• regulated partner checks;
• website withdrawal flow.

Minimums and methods can vary.

Withdrawal is pending

• KYC;
• compliance review;
• bank processing;
• crypto partner;
• wallet screening;
• chargeback hold.

Do not submit duplicate withdrawal requests.

Withdrawal partner requests KYC

They can require identity or beneficiary verification.

Provide information only through the official payout process.

Do not send identity documents to a stranger over chat.

You entered the wrong bank or crypto details

Crypto transactions can be irreversible once sent.

Never guess the blockchain network.

For bank payments, incorrect beneficiary information can cause rejection, delay or loss depending on the receiving bank.

Before contacting SimBuster Support

Before contacting Support:

1. update SimBuster;
2. restart the phone;
3. test Wi-Fi and mobile data;
4. reproduce the issue once;
5. note the exact time;
6. note the affected SimBuster number/service;
7. capture the exact error;
8. check whether the issue affects one destination or all destinations.

Do not perform ten different changes after the test; that makes the original cause harder to identify.

What information should you send Support?

Useful details:

• SimBuster account identifier;
• device make/model;
• iOS/Android version;
• SimBuster app version;
• affected SimBuster number;
• destination number where relevant;
• exact date/time/timezone;
• Wi-Fi or mobile data;
• country you are physically in;
• screenshot of error;
• payment/order ID;
• eSIM order;
• top-up reference;
• what you expected;
• what actually happened.

For call quality, provide two or three exact examples, not a vague statement that calls were bad all week.

Contact Support from the SimBuster app

Use the app support route when possible because you are already signed into the relevant SimBuster account.

Include the technical details listed above.

If the app itself will not open or you cannot sign in, use the website support form instead.

Contact SimBuster Support on the website

Contact SimBuster Support →

Use the website route when:

• the app will not open;
• you cannot sign in;
• you changed/lost your phone;
• you need to provide an order reference;
• another app-side problem prevents you from reaching support.

Give enough information to identify the account or transaction, but never send secret credentials.

Never send passwords, verification codes or crypto secrets to Support

• account information;
• transaction references;
• screenshots;
• device details;
• KYC through an approved verification flow.

Support should not need your:

• account password;
• one-time verification code;
• full payment-card PIN;
• crypto wallet private key;
• seed/recovery phrase;
• remote-control access to your phone.

If somebody asks for those secrets while claiming to be SimBuster, stop and use the official app or website support route.

Troubleshooting FAQ

What should I try first when SimBuster is not working?

Check internet, update the app, restart the phone, check the affected service is active and make one controlled test.

Why do SimBuster calls work on mobile data but not Wi-Fi?

The Wi-Fi network can be filtering or degrading real-time voice traffic. Test without VPN and on another Wi-Fi network.

Why do calls work only when the app is open?

Check notifications, background restrictions, Android battery optimisation, background data and Focus/Do Not Disturb.

Does SimBuster need internet for calls?

Yes. App-based calls require a suitable Wi-Fi or mobile-data connection.

Can I call emergency numbers with SimBuster?

Do not rely on SimBuster for emergency calling. Use your conventional mobile/fixed service and local emergency number.

Why can nobody hear me?

Check microphone permission, mute and Bluetooth/audio route.

Why is audio robotic?

Weak or unstable internet, packet loss, jitter or congestion are common causes. Switch networks.

Why does my SimBuster number not ring?

Check the number is active, Where calls go is set to the app and notifications/background connectivity are working.

Why does my number ring AI Assistant instead of my phone?

Because Where calls go or the Receptionist route is configured for AI Assistant.

Why is my number pending?

KYC, supplier activation, regulatory documents or payment review can still be outstanding.

Why does OTP not arrive?

First verify ordinary SMS works. The third-party platform can independently reject virtual/secondary numbers.

Does SimBuster guarantee WhatsApp or bank OTP?

No.

Why can I not send SMS?

Check SMS capability, SMS Credit, destination and number status.

Why does Receptionist not answer?

Check the phone number is routed to the correct Receptionist and the flow is published.

Why does Press 1 not work?

Check the keypad branch exists, is connected and published. Test from another network if necessary.

Why will my Receptionist greeting not generate?

Check Speech Credit, selected voice and text.

Why does AI Assistant not answer?

Check route, Assistant status and Buster Minutes.

Why does AI Assistant give the wrong answer?

Correct its business information, FAQs, documents and instructions.

Why is my AI transcript missing?

Make sure AI actually handled and completed the call, then allow processing time.

Why did I receive a missed-call email?

The app-routed call could not reach your device as expected, including possible lack of usable data connectivity.

Is missed-call email the same as voicemail?

No.

Why did my forwarded call reach my mobile carrier voicemail?

The external PSTN carrier controls voicemail once the forwarded call reaches that mobile/landline.

Is my phone eSIM compatible?

Use the SimBuster eSIM Compatible Devices list and check your exact model, region and carrier lock.

Why is eSIM installed but has no data?

Check correct data SIM, Data Roaming, plan validity/data, network and APN.

Should I delete an eSIM when troubleshooting?

No. Some profiles are single-install and can be difficult to recover.

Why is my top-up pending?

The mobile operator or payment provider can still be processing it. Do not send another identical top-up.

Can a wrong-number top-up be reversed?

A successful recharge delivered to the valid number you entered cannot simply be recalled.

Why did my payment fail even with a valid card?

Issuer decline, 3D Secure, fraud controls or payment-route restrictions can still reject it.

Why was I charged in USD?

Unsupported local transaction currencies can be processed in USD.

Can my bank add an FX fee?

Yes.

Why did Apple or Google charge more for an in-app purchase?

Required app-store billing can include pricing that accounts for the platform’s store commission. Review the final store price before purchase.

Why is my purchased credit missing?

Check the correct balance and account. If Apple/Google IAP completed, keep the receipt.

Why does my promo code fail?

It may be expired or valid only for another service, account, country or minimum spend.

Why is my referral commission pending?

It can be held for refund, chargeback and validation clearance.

Why can I not withdraw referral earnings yet?

Check hold period, available balance, minimum withdrawal and KYC/payout partner requirements.

How do I contact SimBuster Support?

Use Help / Support in the app or the website support form.

What information should I give Support?

Device, OS, app version, exact time, affected number/service, connection type, error and transaction/order reference where relevant.

Should I send Support my verification code?

No.

Should I send Support my crypto seed phrase?

Never.

Related SimBuster guides

• Fix number activation, KYC, routing, expiry, forwarding, SMS support and renewals

  
  Go to Phone Numbers

• Learn how calls, Call Credit, SMS, DTMF, audio and international dialling work

  
  Go to Calling & SMS

• Build and test IVR menus, greetings, business hours, routing and voicemail paths

  
  Go to Receptionist

• Configure AI call answering, knowledge, voices, Buster Minutes, transcripts and handoffs

  
  Go to AI Assistant

• Fix voicemail-to-email, missed-call emails and PSTN carrier voicemail

  
  Go to Voicemail

• Install, activate and troubleshoot SimBuster travel eSIM data

  
  Go to eSIM

• View the complete current device compatibility list before buying or installing a travel eSIM

  
  Check eSIM Devices

• Fix pending, failed and missing prepaid mobile recharges

  
  Go to Mobile Top-Up

• Fix card, 3D Secure, app-store purchases, credits, promo codes, refunds and withdrawals

  
  Go to Payments

• Fix referral tracking, commissions, ranks and payouts

  
  Go to Refer & Earn

• Send a support request from the website if you still need help

  
  Contact Support