Extra Voice Credit

How do I refer a customer?

To recommend our service to a friend, please send them your referral code and ask them to use it when opening an account on this website. You can find your referral code in your account, on My Information page. For each friend you recommend you get 500 Thank You points, once he/she opens an account and buys one of our products.

Where can I see how many Thank You points I have collected?

To check your Thank You Points balance simply log in to your online account and click on My Information.

When can I convert my Thank You points into Voice Credit?

You can convert your points into Voice Credit as soon as you have accumulated the minimum amount of 1000 points, equivalent to $10 Voice Credit. You can always check how many points you have in your account.

My Thank You points from referring a friend were not added. Why?

LlamaVenezuela checks the validity of all referral orders. A referral order will be deemed invalid if:

• The new account was created with a second email address of the same person.
• The new account uses the same physical or billing address with one of an existing customer (Roommates or family members in your household will not be eligible).
• A customer already exists in our database according to company criteria.

Do Thank You points ever expire?

Your Thank You points will expire if no activity is registered in your account for 6 months (no call or order placed).

How can I earn free Voice Credit?

For every purchase, you get Thank You points. For referring a new customer you will receive 500 Thank You points. Once you reach 1000 points you can convert them into $10 free Voice Credit.

Can I put a monetary value on Thank You points?

Thank You points do not have a direct monetary value. Each Thank You point is equivalent to 1¢ Voice Credit on LlamaVenezuela. The credit allows you to place international phone calls through LlamaVenezuela.

Do I get Thank You points if I just tell a friend about you?

No. You need your friend to open an account using the referral code that you send him/her by email in order for you to earn Thank You points. You can find your referral code in your account.
The points will appear in your account after your friend places his/her first order. Please note that your friend has to open the account on the same website that you are using.

Do I get 2% of the Voice Credit order when I convert the Thank You points collected?

No, Thank You points will not be awarded in such cases.

Are Thank You points and coupons cumulative?

No, you will not receive Thank You points for an order for which you've already used a discount or a bonus coupon.
Also, you will not receive Thank You points for telling your friends about us if they already used a coupon or they received a discount for their first order.

Where can I check my Thank You points?

You can check your Thank You points in your account, on My Information page.

Access Number Info

Do you offer free features?

We offer a lot of free features that will improve your calling experience:

• Pinless Dialing allows you to skip entering your PIN and makes calling quicker and easier.
• Speed Dial allows you to reach the destination number by just dialing 1 digit on your keypad.
• Auto Recharge allows you to have more control over your balance and ensure that you'll never run out of credit.
• Voice Prompts enables you to connect to your destination number faster by skipping the balance and minutes prompts when calling via an access number.
• Web Call allows you to call or SMS directly from your PC.
• KeepCalling Apps (iOS & Android) are free to download, easy to use and provide both calling & SMS options.

What is an access number?

An access number is the number you dial in order to access our service and use the Voice Credit available on your PIN. By dialing the access number you will not be charged for the international call by your provider. Whether a local or toll free, an access number is useful when you want to call and have no Internet connection.

Please check the access number list before you buy Voice Credit.

What access number should I use? Local or toll free?

If you have free long-distance service with your local provider then you can call any of our local access numbers in your country. Otherwise, simply choose a local access number within your city or area code.

Verify with your local phone provider what is the cost (if any) to call a particular local access number. We advise you to block all outgoing international calls with your local provider. This way you can be certain that all your international calls will be charged from your account with us and not by your local provider.

If you can't find any local access number in your area, you can always use a toll free. Please note there are certain charges applied when using a toll free as displayed below the toll free numbers section.

What is a toll free access number?

A toll free access number (or Freephone number in the UK) is a special telephone number you dial in order to access our service and make international calls. By using a toll free you will not be charged for the call by your telephone provider. Please check our How to Call page or click here for more information on toll free numbers.

What is a local access number?

A local access number is the number you need to call in order to use your PIN credit. The local access number is in close proximity to you, usually with the same or close prefix as your phone. Please verify with your telephone provider what would the cost be to dial our local access numbers.

How do I get the best rate?

Our best rates are available with our local access numbers, our free iOS and Android apps. Please check our list of Access Numbers or download any of our apps from App Store or Google Play. If you choose to dial a toll free number the rate per minute will increase.

Can I call from a payphone?

Yes, our service can be accessed from a payphone through the Local Access Numbers available in your area. Please check our How to Call page for a complete list of access numbers.

Calling Features

Why do calls drop?

It depends! Are you using an access number or the calling app?

If you're using an access number to call offline (without using any internet connection), then the routing may be the cause. In this case, you can get in touch with us and we'll look into the issue right away.

If you're using the calling app, please go through the following checks. Make sure:
✔️ You have the latest app version installed.
✔️You have a great internet speed. A slow internet connection is the main issue for call drops.
✔️You have no VoIP restrictions from your internet provider.

As an alternative, you can try Offline Calling if you have the option available in your app. That depends on the country you call from.

Do I always have to dial the PIN?

No, you can skip dialing the PIN by activating PINless Dialing feature in your account.

Can I skip dialing the destination number?

Yes, using our free Speed Dial feature you can initiate a call by pressing one digit only instead of entering the whole destination number. Our system will dial the number you have assigned to that digit.
To set up this free feature, please go to My Account. Click on Speed Dial, choose a digit and add the full destination number (in international format).

Can I skip hearing the prompts?

You can skip hearing the voice prompts that announce your PIN balance & minutes by setting Voice Prompts OFF. Simply log in to My Account, click on Voice Prompts, set status "Off" and click on Save.

Why do calls get disconnected?

It depends! Are you using an access number or the calling app?

If you're using an access number to call offline (without using any internet connection), then the routing may be the cause. In this case, you can get in touch with us and we'll look into the issue right away.

If you're using the calling app, please go through the following checks. Make sure:
✔️ You have the latest app version installed.
✔️You have a great internet speed. A slow internet connection is the main issue for call drops.
✔️You have no VoIP restrictions from your internet provider.

As an alternative, you can try Offline Calling if you have the option available in your app. That depends on the country you call from.

Can I transfer my Thank You points to another account?

No. Thank You points cannot be transferred to other accounts.

How can I set up PINless Dialing?

To set up this free feature, please log in to My Account. Click on PINless Dialing, add the number you call from (in international format) and click "Add".

How many numbers can I set for PINless?

You can store as many numbers as you want for PINless.

How can I set up Speed Dial?

To set up this free feature, please go to My Account. Click on Speed Dial, choose a digit and add the full destination number (in international format).

How can I set up Auto Recharge?

To set up this free feature, please log in to your account. Click on Auto Recharge, set its status to "On", select the amount with which you want your balance to be recharged, and click "Save". Make sure you have a payment method (card or PayPal account) saved in your account.

How can I cancel Auto Recharge?

To cancel Auto Recharge, please log in to your account, click on Auto Recharge, set its status to "Off", and click "Save".

My PINless Dialing feature is activated, but I still have to enter my PIN. Why?

PINless will not work if your caller ID is blocked or if your phone is set on "private." Also, make sure you do not have a duplicate account on which the same number may be saved.

Mobile Recharge

Where can I find mobile recharge promotions?

You can check all our Mobile Recharge promotions on our Mobile Recharge page, by selecting the operator of the number you want to recharge.

What is Mobile Recharge?

Mobile Recharge is a service that allows you to send credit to any mobile phone in the world. It is fast, simple and reliable!

How can I make a mobile recharge?

To recharge a mobile abroad, first you need to open a free account on this website.

Then, follow these simple steps:

1. go to the online ordering form
2. choose the country where you send the recharge and the operator of the mobile you want to recharge
3. proceed to payment
4. check the recharge status in the Activity - Orders section of your account.

Is there an expiry date on the Mobile Recharge that I send?

We do not impose any expiration date on the Mobile Recharge that you send and normally the mobile operator of the phone you are recharging will not impose any either. We advise you check such details with your mobile operator.

How long does it take for the mobile recharge to arrive?

The Mobile Recharge credit is normally received immediately after a successful purchase.
However, on rare occasions, if the mobile operator of the prepaid number you selected to recharge is experiencing delays, then the Mobile Recharge could take up to 12 hours.

Note that the operator will not always send an SMS to the recipient to advise of the top up and so if, after 12 hours the Mobile Recharge has not been received, then the recipient should get in touch directly with the mobile operator directly to confirm their balance.
The contact information for the operator is listed on the invoice, available in your account. Alternatively, you can let us know after 24 hours, so that we can contact the operator for you.

What are "local taxes"?

A local tax is tax assessed and levied by a local entity or authority such as a state, county, municipality, or a local operator in this case. Local taxes differ according to the the country airtime is sent to. They may cover one, several or all of the taxes below: local operator's fees, VAT, specific municipality taxes, or national taxes in the destination country. The local taxes are not under the control of LlamaVenezuela. The processing fee is what LlamaVenezuela adds to the order value to cover for international transaction costs. The service processing fee will be displayed in the checkout, which is the last step in the purchase process.

Can I recharge any mobile?

You must check if the mobile you wish to recharge is a prepaid number and allows prepaid recharges. After this, please make sure you have the correct number and mobile operator selected.

How do I know if my Mobile Recharge was processed?

The Mobile Recharge is processed once you receive the invoice with the status "Successful." This means that the amount was sent to the mobile operator. It may take up to 24 hours for the mobile operator to update the credit to the prepaid number you selected. You can always check the status of your orders in your account.

Why did the phone I recharged not receive the promotional bonus?

If the bonus was not received, you or the beneficiary should get in touch with the mobile operator directly. The contact information is available on your invoice with us. Alternatively, you can let us know after 24 hours, so that we can contact the operator for you.

The promotions that we display on our website are run solely by the local mobile operators, who are fully responsible for awarding the bonuses. We also display their Terms and Conditions associated with a specific promotion.

Why did the mobile phone I recharged receive less credit than I expected?

In many countries, the government charges a local sales tax on Mobile Recharges. It is the same tax that consumers would have to pay if they bought a Mobile Recharge in store, in that particular country. Also note that mobile operators in several countries reserve the right to impose fees on mobile recharges without prior notice.

Are there any extra fees that apply to mobile recharges?

For Mobile Recharge you will be charged a processing fee of minimum $1, depending on the amount you are recharging. You can see the exact processing fee amount on your checkout order summary before completing the purchase.

What is the calling rate that will apply to my Mobile Recharge beneficiary?

The rates that apply to calls made by the mobile number you recharge will be the ones established by the local mobile provider. Please check this information with that mobile provider.

Where can I check the Terms and Conditions for a Mobile Recharge offer?

LlamaVenezuela.com may have special offers for different mobile operators. Please check the Terms and Conditions displayed on the Mobile Recharge page to make sure you know all the details of an ongoing promotion.

What if my Mobile Recharge order has the status "Failed"?

The "Failed" status can result if the mobile operator in that country is experiencing a technical outage. In this case we will attempt to send the recharge to that operator over the following 12 hours during which time the mobile operator will most likely have recovered and be able to accept the recharge. The status will then charge to "Successful".

The "Failed" status can also result for: incorrect mobile number, incorrect operator-number combination entered, post-paid instead of prepaid mobile number entered, mobile number is not yet activated etc. Please recheck the information you entered to make sure all information is valid.

If a "Failed" status changes to "Successful" then you will be charged accordingly. If after 72 hours, the status remains on "Failed" and you have not requested an inquiry, then our system will automatically cancel the transaction and you will not be charged. You can always check the status of your orders in your account Activity.

What can I do if I recharged the wrong number?

Unfortunately, we cannot retrieve recharges that were sent to the wrong number or operator. These transactions are considered complete and we cannot retrieve or refund them since a successful online payment leads to immediate credit availability on the recharged mobile. Please carefully check and double-check the number you enter.

Can I recharge minutes or data with Mobile Recharge service?

We can help you top up a mobile online, but the way the credit is being used depends on the local provider. You may want to check if the mobile operator has any plans or Internet packages advertised on our website.

Is there a maximum order limit for mobile recharges?

There is no maximum order limit for the number of orders a client can place.

Still, some local operators may set a limit to the top up amount that a number can be recharged per week or month.

How does the PIN recharge work?

When you buy a PIN recharge, the credit is not applied automatically to the number. The recipient receives an SMS with the PIN number and the steps explaining how to redeem it. Once the transaction is settled you will be provided with a confirmation email, confirming the status of your transaction and providing you with the PIN together with the instructions.
Additionally, you will be able to see these details by clicking on "Invoice" in the Activity section of your LlamaVenezuela.com account. Contact our Support Team if you need further assistance.

What operators and countries are eligible for Auto Top-up?

Check if a country/operator is eligible for an auto top-up in the designated section on the Checkout page. Stay tuned, we're continuously working on adding more destinations.

How do I activate Auto Top-up for a certain cell phone number?

To set up Auto Top-up for a prepaid cell phone number, follow the steps:
1. Log into your account and initiate a Mobile Recharge order.
2. In the checkout, turn Auto Top-up ON and select the frequency.
3. Double-check and tap PLACE ORDER to proceed to payment.

If the order is Successful, your Auto Top-up is ON, and you can check that in your account dashboard.

Can I change the Auto Top-up settings?

If you need to change one or more parameters of your Auto Top-up:
1. Initiate a manual Mobile Recharge order for the phone number set on Auto Top-up.
2. Once you're in the checkout go to the Auto Top-up section and tap "Change your Auto Top-up settings".
3. Choose the new parameters, double-check and then tap PLACE ORDER to proceed to payment.

If the transaction is Successful, the Auto Top-up has been updated and is now visible in the account dashboard.

What happens if I place a Mobile Recharge order manually when I already have Auto Top-up enabled for the same prepaid number?

Your Auto Top-up settings will not be affected unless you want to change something. This option is available at checkout.

Say, you want to take advantage of a promo or the beneficiary needs a recharge outside your Auto Top-up calendar. Although you have Auto Top-up enabled for that specific cell phone number, you can ignore the Auto Top-up setup and send credit manually. This action will not affect your scheduled top-up unless in the buying process you make some changes to the Auto Top-up settings associated. Otherwise, you will be sending extra credit, outside your Auto Top-up plan.

I cannot set up Auto Top-up for a number I recharged in the past. Why?

The only way you can enable Auto Top-up is by initiating a new order.

Auto Top-up is ON but the owner of the mobile number setup did not receive the credit yet. Why?

Mobile Recharge transaction scheduled with Auto Top-up may not go through due to several reasons:

• The payment method you've provided could not be charged due to payment declined by the bank, expiration, or other reasons
• The operator experienced a shortage
• Technical issue
• The number set to be recharged gets ported to another operator. In this case, we cannot tell you the reason why a recharge fails, and the beneficiary will need to inform himself/herself.

In case of payment method expiration, card removed from the account, an email notification has been sent to you 48 hours prior to the transaction. Please check your email. If you cannot find it in your Inbox, please also check the Spam folder. In this case, your Auto Top-up setup for the number that should have been recharged is now disabled. Please enable it again by initiating a manual order and making the settings in the buying process.

In case of an outage or a technical issue that could not have been anticipated, we will reprocess the order associated with your Auto Top-up settings in the following 12 hours. However, if the reprocess window closes and the order is still unsuccessful, your Auto Top-up setup will be disabled and we will send you an email notification. You'll need to activate it again in your account Dashboard, or initiate a manual order and make the settings during the buying process.

Where can I check the date of the next recharge set in Auto Top-up?

Log into your account with us (Dashboard), look for the number in the list of numbers recharged. You'll see the next payment date besides other essential information.

Why is my Auto Top-up disabled? I haven't done that.

Please check the following cases when Auto Top-up is disabled without your intervention:

• The local operator's options change (for example, the amount you've chosen). You'll need to enable the feature again, thus giving your approval for the new options.
• The operator associated with your Auto Top-up becomes inactive on our platform.
• Prices increase by more than 6%. You'll need to activate the feature again, thus giving your approval for the new prices.
• In case of an outage or a technical issue we could not have been anticipated occurs and the attempts to send your Mobile recharge in the following 12 hours fail. We will reprocess the order associated with your Auto Top-up settings for the following next 12 hours. However, if the reprocess window closes and the order is still unsuccessful, your Auto Top-up setup will be disabled and we will send you an email notification. You'll need to activate it again in your account Dashboard, or initiate a manual order and make the settings during the buying process.
• Recharge order processing failed after 12 hours of retrial.
• For security reasons.

How can I change the amount set for Auto Top-up?

If you need to change the amount set for Auto Top-up, you need to:

• Initiate a new purchase for that specific cell phone number and choose the amount intended to change in the first place.
• Once you've selected a new amount in the buying process (checkout), tap "Change your Auto Top-up settings" in the Auto Top-up section.

The new auto top-up settings will become active only after successfully placing the order.

How do I cancel an Auto Top-up?

Log into your account -> Dashboard. Set Auto Top-up OFF for a particular number you have in your list.

Will the customers be able to use Cubacel bonuses to buy the 3G&4G plans?

In general, the recipient cannot buy data plans using the bonus. However, there are some promotions that double or triple the main balance and in that situation, they can use the extra credit for data plans too. To make sure, please check the terms and conditions of each promo.

Can I send mobile recharges that can be used for 3G&4G services in Cuba?

Yes, the credit you send to Cuba can be used for purchasing 3G&4G plans. Just remember that during Cubacel promotions, only the main balance can be used for buying such plans.

Travel eSIM

What is an eSIM?

An eSIM, found on eSIM capable devices, is an embedded SIM card that offers a more intelligent and convenient method of staying connected. It allows you to directly download data packs onto your phone, eliminating the need for hunting down SIM cards and concerns about misplacing your original one.

It's essential to remember that eSIMs exclusively function on devices that are both eSIM compatible and network unlocked.

To ensure the compatibility of your device with eSIM plans, you have two options: consult our list of eSIM compatible devices or directly access your device's settings to confirm its eSIM capability.

If your device supports eSIMs, all you need to do is obtain an eSIM plan from Travel eSIM to maximize the potential of your device!

What is a Travel eSIM?

A Travel eSIM is a data-only pack that offers a specific amount of data and has fixed validity period. It is distributed through an eSIM and does not include a phone number, nor does it support voice or SMS capabilities.

When can I install my eSIM?

To determine the appropriate timing for eSIM installation, it is essential to have knowledge of the activation policy.

For most eSIMs, activation occurs only at the destination when they establish a connection with a supported network or any of the supported networks. However, there are also eSIMs that activate immediately upon installation, regardless of the location.

How can I determine the activation timing of my eSIM? You need to review the activation policy specific to your eSIM.

Before making a purchase:

1. Conduct a search for the country where you intend to purchase an eSIM.
2. Choose your preferred eSIM.
3. Verify the Additional Information provided.
4. Click on "More details" to locate the Activation Policy.

The activation policy can be described as follows:

1. "The validity period starts when the eSIM connects to any supported network(s)": This means that you can install the eSIM before your travel without activating it. Upon reaching your destination, you can activate the eSIM by turning on your eSIM line, as long as you have completed the setup as advised on your eSIM installation page.

2. "The validity period starts at the installation": This implies that your eSIM will activate instantly upon installation, and therefore, the validity period will commence even if you have not yet arrived at your destination.

How can I install the Travel eSIM on my iOS device?

Step 1/2 - Install your Travel eSIM

To install with QR Code (*recommended):
1. Open your phone's camera and scan your QR code
2. Add a custom label for your new eSIM plan, for e.g. "Country Name - Data"
3. Follow the on-screen instructions to complete the eSIM installation process.
4. Once the eSIM is successfully installed, choose it as your default line for Cellular Data.
5. Do not turn on "Allow Cellular Data Switching" to prevent charges on your other line.

To manually install, without a QR code (*alternative):
1. Go to Settings → Cellular/Mobile Data → Add eSIM or Set up Cellular/Mobile Service
2. Select "Use QR Code" for the "Enter Details Manually" to become available
3. Enter the SM-DP+ Address and Activation Code displayed on Dashboard in your account and then resume with Steps 2-5 from above.

Step 2/2 - Start using your data

Do not forget to update your mobile data settings:

1. Go to Cellular/Mobile Data, then select your Travel eSIM → Enable the “Turn On This Line” toggle, go back to "Mobile data" and select your new Travel eSIM data plan
2. Tap “Network Selection”, disable the “Automatic” toggle → select the supported network if your eSIM has connected to the wrong network.
3. Enable the “Data Roaming” toggle for your new eSIM plan.

If you're having any issues with your data, you need to check your APN and Roaming settings to make sure that they're correct:
Under your new eSIM → Mobile Data Network → find "APN" and use the APN displayed in you online accound, under the "Activity" tab.

How can I install the Travel eSIM on my Android device?

Step 1/2 - Install your Travel eSIM

To install with QR Code (*recommended):
1. Go to Settings → Network & internet, then tap “(+)” next to the SIMs/Mobile network section
2. Tap “Download a SIM instead?”, then tap “Next”
3. Tap “Use a different network” if you need to confirm your network
4. Scan the QR code available in your online account, then tap “Download/Activate”
5. Tap “Settings/Done” when you see the Download Finished screen.

To manually install, without a QR code (*alternative):
1. Follow Step 1-3 from above and at step 4 → Tap “Need help?”, then tap “Enter it manually”.
2. Enter your SM-DP+ Address and Activation Code available in your online account → tap “Continue”, then tap “Download/Activate”.

Step 2/2 - Start using your data
Do not forget to update your mobile data settings:
1. Go to “SIMs”, then select your Travel eSIM → Enable the “Use SIM" toggle, then tap "Yes".
2. Enable the “Mobile data” toggle.
3. Enable the “Roaming” toggle, then tap “OK”.

If you're having any issues with your data, you need to check your APN and Roaming settings to make sure that they're correct:
Tap Access Point Names, then tap “(+) → Enter the APN available in your online account, under the "Activity" tab.
Tap the three dots on the right top of the screen, tap Save.

When does my eSIM data package expire?

The expiration date of your eSIM data package is determined by its validity or data usage. It will last for the specified validity period unless you consume all the data before that. The validity period begins when the eSIM is activated, which usually happens when it connects to a supported network at your destination. Some eSIMs may also activate upon installation, regardless of your location.

For more information, please refer to the "Activation policy" details available under "More details" on the purchase page.

Is there an eSIM for my desired country?

We most likely offer the eSIM you need! Our Travel eSIM provides coverage in 200+ countries and regions. Simply visit our Travel eSIM page and enter your desired country to view the available eSIM plans.

How can I save my Travel eSIM instructions for later?

If you wish to postpone the set-up process, make sure to keep the email containing the instructions for updating your data settings. Please note that the Travel eSIM can only be installed once, and removing it from your device will render it unusable. In such a case, you will need to purchase a new eSIM.

How do I change my APN settings?

The 'Access Point Name' (APN) on your device may need customization to enable data access with specific Travel eSIMs. If your eSIM requires APN settings, you can locate the necessary details on the eSIM installation page.

For iOS, go to Cellular/Mobile Data, then select your Travel eSIM → Mobile Data Network → find "APN" and use the APN displayed in your online account.

For Android, go to “Mobile Network” (or search for "Access Point"), tap "Access Point Names", then tap “(+) → Enter the APN available and use the APN displayed in your online account.

When does the validity period of my data pack start?

Usually, the validity period of the Travel eSIM begins upon connecting to a supported network. However, some eSIMs may also activate upon installation, regardless of your location. For more information, please refer to the "Activation policy" details available under "More details" on the purchase page.

I can’t scan my QR Code

If you're unable to scan the QR code provided, you have the option to manually install the eSIM by entering the installation details found in your account under the "Activity" tab.

How do I know if my phone is compatible?

You will have to check if your device is eSIM compatible and unlocked for network usage. Device compatibility may vary depending on the carrier and country of origin, so you should refer to the list of eSIM compatible devices provided here.

Can I use tethering (Personal Hotspot)?

Sure, you have the option to use your personal hotspot in conjunction with your eSIM, if both your device and the network support this feature.

Can I reinstall an eSIM?

Most eSIMs cannot be reinstalled, so removing your eSIM may result in an error when attempting to download it again.
We advise you to disable the eSIM temporarily when not in use to minimize data usage. However, once activated, the eSIM remains valid without any interruptions.

Why have I received the “This code is no longer valid” error message?

This error message occurs when attempting to add an eSIM that has been added previously, or when the QR code was only partially scanned due to a weak connection.
Please be aware that if the eSIM has been removed and you try to reinstall it, it will not work.
If you are installing the eSIM for the first time, this error message may arise due to a weak connection, enabled VPN, or an excessive number of eSIMs installed on the device.

What do I do if my device is network locked?

eSIM installation is restricted to devices that are both compatible with eSIMs and have been network unlocked. Please reach out to your mobile carrier to unlock your device.
Furthermore, if your device has recently been unlocked, your carrier might have temporarily disabled eSIM support as a security measure. Please get in touch with your mobile carrier to unlock your device or bypass the security settings.

I’m receiving the ‘Cellular Plans From This Carrier Cannot be Added’ error message. What now?

This error may be displayed if you attempt to install an eSIM on a device that is locked to a specific network.

To determine if your device is locked, please follow these instructions:

1. Go to Settings > General > About.
2. Look for the option labeled "Carrier Lock".
3. If you see the message "No SIM restrictions", your device is not locked. If you do not see this message, please reach out to your carrier to request unlocking your device.

If your device has recently been unlocked, your carrier might have temporarily disabled eSIM support as a security measure.
Please get in touch with your mobile carrier to unlock your device or bypass the security settings.

I’m receiving the ‘Unable to Complete Cellular Plan Change’ error message. What now?

The "Unable to Complete Cellular Plan Change" error message is related to an installation failure which can be caused by different factors:

1. Too many eSIMs are installed on the device. eSIM compatible devices allow you to install multiple eSIMs, but depending on the device model, the number of eSIMs you can have active simultaneously may vary.
2. Cellular/Mobile data is disabled in the device’s settings
3. Trying to install an eSIM that was already installed: most eSIMs can only be installed once.
4. Poor connection when trying to install the eSIM. This commonly happens when using the ship’s wi-fi or public wi-fi.

Payment

Where can I find my invoice?

Log into your online account, and go to the "Activity" tab. Next, tap on "Orders" and look for the order you're interested in. On the same line, tap on "View" to check your invoice details.

If you need to check older transactions, please hit "More" below your list of orders to have the whole list displayed.

Do you have Terms and Conditions?

Yes, our products are subject to certain Terms and Conditions. Once you've made a purchase, it means you have agreed to them.

What is 3D-Secure?

3-D Secure is a global e-commerce solution that enables cardholders to authenticate themselves to their card issuer through the use of a unique personal code/password. When you make a purchase, you may be redirected briefly to your bank/issuer website to enter your 3D-Secure password and when your bank/issuer accepts this, then you are redirected back to our website to complete the purchase. This solution addresses current consumer concerns about the security of online shopping and the high rate of e-commerce fraud and it is designed to take online shopping security and consumer confidence to a new level.
For VISA customers the security check will appear under the name "Verified by VISA". For MASTERCARD customers the security check will appear under the name "MasterCard SecureCode".

Why have I been asked to enter a password when making a purchase?

This is a 3D-Secure security check directly from your bank/card issuer. When you make a purchase, you may be redirected briefly to your bank/issuer website to enter your 3D-Secure password and when your bank/issuer accepts this, then you are redirected back to our website to complete the purchase. If the bank/issuer is asking you to enroll for 3D secure or enter a password for 3D-Secure and you want to skip this, then you must get in touch with the bank directly.

What credit/debit cards do you accept?

We accept American Express (for USD payments only), Diners, Discover, Japanese Credit Bank, Maestro, Mastercard, Visa or Visa Electron. You can also use your PayPal account for finalizing an order.

Can I buy your products using a debit card?

You can purchase any of our products by using both credit and debit cards. We accept American Express (for USD payments only), Diners, Discover, Japanese Credit Bank, Maestro, Mastercard, Visa or Visa Electron. You can also use your PayPal account with us.

Is your website secure? Can I place orders with my card safely?

Yes, our website is secure for online transactions. We use reasonable precautions to keep the personal information you disclose both in your browsing and your purchases, and never release this information to third parties.

What's my billing address?

Your billing address is the address your card was issued to. Please use this as your billing address for orders on the website. We will not send anything by mail to this address.

Can I ask for my money back?

We offer 100% guarantee. However, our products are subject to Terms and Conditions and we will offer a refund only if the service did not work.

Other Products

Do you offer SMS service?

Yes. You can send SMS by using our Web SMS application in your account. Or you can send SMS directly from your iOS or Android device with our free KeepCalling app. Please check the list of countries where an SMS can be sent.

How can I check if an SMS was sent?

You will be able to check the SMS history for the last 30 days in your online account. If the status of an SMS is "failed" this means that it was not sent and you will not be charged for it. If the status shows "pending" it means that the mobile subscriber is out of the connection area or the mobile is switched off. The message will be sent as soon as the mobile subscriber has the cell phone turned on or is in the connection area.

How to Buy

Do you charge anything extra?

For buying a Mobile Recharge you will be charged a small processing fee depending on the value you wish to buy. The exact amount will appear on the checkout page before you make payment. This processing fee reflects multiple international payments we need to cover in order for you to be able to make the fast and secure online top ups.

Why was my payment declined?

Declines can happen for a variety of reasons, the most common of which are: insufficient funds, incorrect card information, expired or canceled card, and the impossibility of making online payments with that specific card. In some rare cases there may be a communication error or a technical problem, so we recommend that you try again later. If your payment still doesn't go through, please contact your bank for more information.

Why is there a processing fee?

The processing fee is a percentage-based fee that's charged on every transaction. It reflects several international transactions we need to cover to make possible your fast and secure online top ups. The value is of minimum $1, depending on the amount you are recharging. You can see the exact processing fee amount on your checkout order summary before completing the purchase.

How will I be charged for my calls?

The service is prepaid: you buy the minutes in advance and we round up your calls by 1 full minute.

How can I change the card saved in my account for a recurring payment?

In order to change the card saved in your account for a recurring payment, you need to:

• Save a new card the My Information section of your account (Payment Methods >> Add a new card);
• Choose the product for which you want to replace the card in the Subscription Payment Options section and select the new card from the dropdown.

How can I save another credit/debit card in my account?

Log in to your account, click on "My Information" tab and then "Add a new card" under "Payment Method."

Do I have to create an account?

Yes, every person who wants to use our services has to open an account with LlamaVenezuela.

Why do I have to create an account?

Only by opening an account on LlamaVenezuela, will you be able to use our service. You will also gain access to all the free features we offer: PINless dialing, online orders and call history, Speed Dial, Voice Prompts, and Auto Recharge, as well as our free apps for PC and smartphones.

What is a coupon code?

Coupon codes allow you to get bonuses or discounts when you buy one of our products. We may send you coupon codes when we have a promotion.

Will I receive a bill?

Yes, you will receive an invoice for the purchased service, by email. All invoices are available in your online account.

Can I pay for my orders with non-USD credit/debit cards?

Yes, you can pay with any of the major cards, even if they have been issued outside the US. Please check the payment methods. One exception only: American Express cards can be used only for USD payments.

Can I pay through money transfer?

No, but we accept all major cards and PayPal. Please check our payment options at the bottom of the page.

Is there a maximum order limit for Voice Credit?

No, there is no limit on the maximum number of orders you can place.

How do I edit my billing address?

If your billing address has recently changed, go to My Information page, click Edit, delete the old address and add the new one.

How many credit/debit cards can I use to buy your services?

You may use up to five different credit or debit cards in your account.

Do I sign a contract?

To buy the service, you must agree to our Terms and Conditions. This will be considered your consent for buying the products.

Partner Program

Can I resell your products?

Yes, we run a complex reselling program. If you are interested in reselling our products, both online and offline, please contact us, and one of our representatives will get back to you.

Account Information

I lost my password. How can I retrieve it?

On the login page click Forgot password, enter the email registered in your account and click Retrieve. You will receive a link in your email inbox. Click the link to change your password. If you cannot remember the email address registered in your account, please contact us.

How can I edit my personal information?

Log in to your account with your email and password, go to "My Information," click "Change" to edit your Personal Details and then click Save.

What is a PIN number?

The PIN is a unique 10-digit number you receive when you first buy Voice Credit. This is a permanent PIN number and remains the same when you recharge your account. You can skip entering your PIN by activating the free PINless Dialing feature in your account.

Can I choose my PIN?

The PIN is a unique number randomly generated for your account. Unfortunately, you can not choose or change your PIN. Each account has one unique PIN.

How can I log in?

To log in, please use your email and password registered on this website when opening your account. If you can't remember your password, please click on Forgot Password to reset it.

How do I change my password?

To change your password log in to your account, click on My Information, edit your password and click Save.

How can I check the calls I made?

You can check your call records for the last 30 days in your account. Just log in and go to Activity to view the details.

How do I check my Order History?

You can check your orders by logging in to your account on our website.

How can I check my SMS records?

You can check your SMS records for the last 30 days in your account. Simply log in and go to Activity to view the details.

How do I delete my LlamaVenezuela account and my information from your database?

For security reasons, the request to delete your account can only be submitted from your online account.

Results of Account Deletion
Please note that by deleting your account, the following will happen:

• Your personal and account information will be deleted from our system.
• Any remaining balances will be immediately forfeited & are non-refundable.
• You will no longer receive any notification from our website.
• Your account will be permanently deleted and cannot be recovered.

Check Before You Delete
For account deletion to proceed, first make sure you:

• cancel any active subscriptions in your account and
• don't have any pending orders

Delete Your Account Steps
Here are the steps to follow to delete your account:

• Go to the My Information tab in your online account
• Scroll down to "Account Control" under the "Account Details" section.
• Click on the "Request" button next to "Delete your account".
• Follow the on-screen steps and finish the process.

Our website and service are CCPA & GDPR compliant.
Thank you for your time with us and remember you can open a new account with us whenever you wish.

Offers & Promotions

How can I find out about offers and promotions?

You will receive updates about promotions and coupons by email, if you are subscribed to our Newsletter.

Apps

How can I make long-distance calls through the KeepCalling app?

Download for free our KeepCalling app from Google Play or App Store. To use the app, log in with the email and password registered on LlamaVenezuela.com. Then you can start calling using your phone Contacts. Remember, they need to be saved in international dialing format. The app also works with Bluetooth.
Moreover, you can still place a call from the app without having an internet connection or while using a poor internet connection, through a local access number, thanks to the Offline Calling feature.

What is the rate for calling from KeepCalling app?

The rate is the same as for a regular call. Please check our Rates page for more details. Plus, by calling from our free KeepCalling app you save all extra charges that apply when calling through an access number (local operator costs when using a local access number, or toll free number charges).

How much does your app cost?

KeepCalling app can be downloaded for FREE. Once you download it you start making low cost international calls or send SMS directly from an Android or iOS device.

What are the advantages of using KeepCalling app?

• No access number required
  
• No PIN number required
  
• Multiple Internet connection: Wi-Fi, 3G, or 4G
  
• Phone contacts can be used instead of dialing the destination number
  
• Internet connection indicator available on the iOS app to show connection quality during your call
• The app can be used with a Bluetooth device
  
• You can still place a call from the app without having an internet connection or while enjoying a poor internet connection, through a local access number, thanks to the Offline Calling feature.
  

Can I use KeepCalling app from any smartphone or tablet?

The free application is compatible with the iOS system (for iPhone, iPad and iPod Touch) and with any Android device. It also works with any Bluetooth device.

What software do I need to run the KeepCalling application?

You can use our free KeepCalling app from an iPhone, iPad or iPod Touch, or from any Android device. Internet connection to a Wi-Fi, 3G or 4G network is required. The quality of your calls will depend on the quality of your Internet connection. The app can also be used with a Bluetooth device.

Where can I find your smartphone application?

KeepCalling, our free app for iOS and Android can be downloaded from App Store and Google Play.

Can I send SMSes through KeepCalling app for iOS or Android?

Yes. You can use any of our free KeepCalling apps (for iOS or Android) not only to make calls but also to send SMS. The option is available in the main menu of the app. Add a contact from your list of Contacts before writing the SMS. Remember, the contact's number needs to be saved in the international dialling format.

How can I deactivate the app?

You can deactivate the free app by deleting it from your iOS or Android device.

Do I still have to enter the destination number when calling from KeepCalling app for iOS or Android?

No. You can use your phone contacts or the Speed Dial feature. When using your phone Contacts to make a call or send an SMS, please make sure the phone number is saved in the international dialing format.

Is KeepCalling app for iOS and Android enabled for 3G/4G?

Yes. It supports international calls over both 3G/4G and Wi-Fi.

When enabling KeepCalling app for 3G/4G, please make sure you check existing costs with your local provider in order to prevent unexpected charges.

How can I download your smartphone or tablet apps for calls and SMS?

You can download our free KeepCalling app for iOS from App Store, and for Android from Google Play. You can also use the shortcuts available in your account.

What is Offline Calling?

Offline Calling is a feature that enables our customers to place a call from the app without using an internet connection, or while having a poor internet connection, through a local access number. The "Offline Calling feature is available for calls placed from the United States, the UK, New Zealand, Canada, or Australia.

How does Offline Calling work?

You need to enable this feature from Settings screen > Offline Calling. On feature enabling, you need to confirm and select the residential country and the phone number.
This feature will help you call any number without internet connection. For any international contact you may need to call, a local access number will be instantly made available for you.

Ex: Let’s say you are based in the US and you want to call your friend living abroad, and you can’t rely on your internet connection. With Offline Calling, the KeepCalling app will connect you through a local access number and you will only pay the cost of a local call, if you don't have free minutes. No internet connection needed!
The feature is available only from: New Zealand, United Kingdom, United States, Canada, Australia, but the list is subject to change, as we are working on extending it worldwide.

Company Background

Why should I buy from you?

Our website offers high connection quality at the best rates on the market. You get:

• No hidden fees
• free features to place your calls easier
• 1 minute rounding
• 100% Quality Guarantee
• free apps for iOS and Android.

Do you offer good quality calls?

At LlamaVenezuela we offer the best quality for the best rates. We route the calls through different selected carriers for each destination, to ensure a good connection.

Where is your business located?

Our business is registered in Atlanta, GA, USA and we have offices in USA, South America and Europe.

Do you use VoIP?

We use the latest technologies and the best routing methods to make sure your calls get connected. We also use VoIP.

What is your mailing address?

Our mailing address is available on our Support page. Please find it there.

How long have you been in business?

Our company was launched in 2002. Since then we have been offering our services to hundreds of thousands of customers worldwide.

Rates

Do you have any extra fees besides the regular rates?

NO, there are no hidden fees or other costs when calling through a local access number, or using our Web Call or smartphone apps.

Do rates vary according to the country I call from?

No matter where you call from, our rates stay the same. This is true for calls using one of our local access numbers, Web Call or our free KeepCalling app for iOS or Android. For calls using toll free numbers, the cost will be different. Please check the rates for calls using a toll free number on our How to Call page.

Are rates the same for calling mobiles and landlines?

Usually, the rates are different for calling cell phones and landlines. Please check our Rates page for the country you're interested to call.

How can I find the rate for the number I want to call?

Please check the rate for the number you want to call on the Rates page. You may enter the country or the destination number to find out the specific calling rate.

Are your rates the same during the day?

Our rates remain the same throughout day and night.

Where can I find the rate for sending an SMS?

The rate for sending an SMS is displayed on our Rates page. Please enter the destination number or the country you want to send an SMS to in order to find out the rate.