I can't receive incoming calls (while using international roaming)

If your account cannot receive incoming calls while roaming abroad, try these troubleshooting tips:

Account Troubleshooting

  • Check if the roaming service on your account is active by messaging us on our social media channels or calling our hotline.
  • For Prepaid, check if your balance is sufficient to receive calls while roaming. To check prepaid voice roaming rates, click here.

Signal Troubleshooting

  • If you have low signal reception, try shifting locations, preferably somewhere more open and with less surrounding obstacles such as concrete walls.
  • Connect to Smarts official network roaming partners. To view the list of roaming partners, click here for postpaid or click here for prepaid.

Device Troubleshooting

  • Refresh handset by turning it OFF and then back ON.
  • Go to your phones call settings and disable fixed dialing setting.
  • Disable call barring setting.
  • Check Caller ID setting and make sure it is set to Show/Enabled.
  • If unable to receive calls from a specific mobile number only, check if your phone has a block list or block status feature. If the mobile number calling you is in that block list, remove them from the list or disable the feature.

SIM Troubleshooting

  • Transfer SIM to other working device to check if incoming calls will work.

If problem persists, message us on our Smart Facebook page or Twitter @SmartCares, or call our hotline.


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