To make things easier, we've put together a list of commonly asked questions and their answers. To check for a solution, choose a category:

International SIM cards

1. When will I get my bill?
   We deal with over 30 networks, each of which has a different billing cycle. Please contact our customer support team at support@matrix.in for more information about when you will receive your bill. They will check the billing cycle pertaining to your particular network and provide you this information.
   
   
2. My bill reflects charges for premium texts. What are they?
   Premium texts are SMS sent to / received from special short code numbers. These are promotional messages that usually provide information or entertainment and are charged at very high rates by the networks. For instance, sending a text, like a vote for a Big Brother contestant; receiving a text like an order for a ring tone; receiving texts on a regular basis (called subscription services), like a daily horoscope falls under premium texts.
   
   Other examples of premium text services include mobile game downloads, sports results, adult entertainment and information services (weather, traffic, etc). Both incoming and outgoing premium texts are chargeable and in certain cases, an incoming premium text may be more expensive than an outgoing one.
   
   This information is also stated on the Matrix Customer Agreement Form (CAF), signed at the time of getting a Matrix product/service.
   
   
3. I received two invoices when I travelled only for duration of 10 days. Why?
   Various networks have different billing cycles. For example, the bill cycle for Malaysia is 17th to 16th of a month. That means the customer will be billed on the 16th. If the travel dates are from the 10th to 20th then the first bill that the customer will get, will include the rentals for the entire duration (which are charged in advance owing to the norms of the worldwide telecom policy) and a part of his usage i.e. from 10th thru 16th. The next bill will contain usage from 17th thru 20th. Hence, the customer gets 2 invoices, despite having travelled for only 10 days.
   
   
4. Why is there an additional debit of INR 2000 on the account, over and above the billed amount?
   These are charges for SIM lost, processed by the network. Information on the same is mentioned on the Customer Agreement Form (CAF) as well.
   
   
5. I did not receive my bill. How do I view bills online?
   You can view this information on our website. Please click on View Bills and register yourself. Alternately, you can also contact Customer Support. They will reconfirm your billing address/ email address and send you an e-bill immediately.
   In case you wish to have a physical copy of your bill, you can either take the prints yourself through the ‘online bill print’ option, or if you let us know, we will courier the same to your billing address. Transit time will be four business days.
   
   
6. What is the due balance on the account? What is my current unbilled usage?
   Currently, this information is not available online. To know about your current unbilled usage, you can get in touch with our Customer Support Executive. You can however, view your invoices online by simply registering yourself. For more information, Click View Bills
   Note: You can view the unbilled usage only for the following SIMs - UK, Australia, France, Switzerand, Matrix 1 SIM and 3G Global data card.
   
   
7. Why am I charged exorbitant exchange rates by Matrix? The euro/dollar/pound rates were never high during my entire stay abroad!
   As a company policy, we use standard conversion rates provided by American Express on the bill date (date of bill generation); and not the rates applicable on the date on which the calls have originated. To validate this information, we can send you the rate card provided by American Express, pertaining to that date. Please contact our Customer Support and let us know if you wish to view the same.
   
   
8. I want to change my current tariff plan. How do I get that done?
   You can contact the customer support team at support@matrix.in and let them know which plan you wish to switch to. All plans will be effective from the next billing cycle and not immediately on pro-rate basis.

1. There is no network signal on my phone. What do I do?
   You can try and fix this by adjusting some settings on your handset. In the Settings menu of your handset, there is a Network settings option. Select that option, choose ‘Manual’ selection of network and wait for the phone to receive the network in that area.
   
   If you are still unable to resolve this issue, please contact our network support team at networks@matrix.in or call the customer support team to help you troubleshoot.
   
   

2. What do I do if my phone is lost or stolen?
   Inform your account manager or Matrix Customer support team immediately. We will have the number temporarily suspended, to avoid any misuse. We can, upon your request, arrange to send you an alternate SIM card. However, SIM lost and handset lost charges (if provided by Matrix) are applicable, as stated on the Customer Agreement Form (CAF).
   
   

3. I am unable to receive any SMS.
   Please ensure that the message centre number in your handset is entered correctly. If the problem persists, please contact our Customer support at support@matrix.in or +91 53222 32222.
   
   

4. I am unable to make/ receive calls.
   Switch off your mobile phone; take out the battery and SIM card; reinsert them and turn your handset on. This is known as power cycle. If you are still unable to make/ receive calls, please get in touch with our customer support team. They will refresh the services at the backend and help you troubleshoot.

1. Where can I get a Matrix SIM / data card from?
   You can either fill in the inquiry form on our website or email us at inquiry@matrix.in. Our representative will get in touch with you on the basis of the details furnished. You can also call us at +91 53222 32222 or our toll free number 1800-11-1500 (from BSNL/MTNL landlines only). We are available 24x7.
   
   
2. I want to return the Matrix SIM card
   You can contact our customer care team at support@matrix.in or our toll free number +91 53222 32222. We are available 24x7. You can also inform the Matrix Business Development Executive (BDE) who gave you the connection. He/she will inform the relevant department, and who will fix an appointment to have the SIM/data card picked up.
   
   
3. My trip duration has been extended. I wish to extend the services of my Matrix SIM / data card for the extended period.
   You can send in a request to our customer support team or your account executive with the exact date, till which you wish to have the contract extended. We will update our records accordingly and send you a confirmation.
   
   
4. My trip got cancelled. Whom do I inform?
   You can send in a request to our customer support team or your account executive. We will update our record accordingly and send you a confirmation.
   
   
5. What happens in case I use the SIM Card of one country in another?
   Our SIM / data cards are country specific and the tariff rates given to you are meant for use only in that particular country. Any usage outside the specified country will result in roaming usage, resulting in high international roaming charges. We will neither be able to process any waiver nor offer a discount on the roaming bill generated for your SIM /data card.
   
   
6. What is authorisation?
   It is an amount blocked on your credit card by the merchant. The funds get debited to you, but are not credited to the merchant. This amount is just blocked against your credit card as a security during the entire duration of the trip. Once the Matrix SIM / data card is returned, the amount gets released automatically in 21 to 30 days; depending upon the financial service provider. The actual transfer of fund takes place only post-charging for your bill generated. The authorisation transaction does not reflect as a charge on the credit card statement.