Question 1

What should I do when I insert the SIM for the first time?

Accepted Answer

To ensure smooth activation, follow this quick setup checklist after landing in your destination country.Quick setup checklistInsert the SIM in Slot 1Restart your deviceTurn ON Mobile DataTurn ON Data RoamingWait for the network name to appearTest internet (Google, WhatsApp, etc.)Most SIMs connect within 30 seconds to 2 minutes.If the network doesn’t appear after 2–5 minutesTry the following:Turn Airplane Mode ON → OFFManually select the recommended operator (instead of Auto)Recheck APN settings (if required)

Question 2

SIM not delivered — what should I do?

Accepted Answer

If your international physical SIM delivery is delayed or not delivered, follow the steps below to resolve it quickly.Step-by-step troubleshooting1) Check live trackingPrune App → My Orders → Track DeliveryThis shows the latest courier updates, delivery attempts, and expected delivery date.2) Contact courier supportUse your tracking number to contact the courier directly, such as:BlueDartDelhiveryXpressBeesDTDCOr the courier listed in your tracking pageCourier support can confirm if the shipment is delayed, out for delivery, or needs address verification.3) Raise a ticket (fastest option)Prune App → My Orders → Select Order → Raise TicketOnce raised, Prune will:Contact the courier on your behalfExpedite or reattempt deliveryArrange a replacement shipment if required

Question 3

Can I activate the SIM before traveling?

Accepted Answer

No. Prune international physical SIMs activate only when they connect to the destination country’s network.This ensures:No validity is wasted before you travelNo accidental activation while you’re in IndiaA seamless experience as soon as you landTip: Insert your international SIM only after reaching the destination country.

Question 4

How do I activate my physical SIM?

Accepted Answer

Yes. Most Prune international physical SIMs come pre-activated, so you can start using them shortly after inserting the SIM in your destination country.In most cases, the setup is as simple as:Insert → Restart → Enable Data Roaming → Start usingFor most SIMs (typical activation flow)Insert the SIM into Slot 1Restart your phoneTurn ON Mobile DataTurn ON Data RoamingWait 30 seconds to 2 minutesYour internet should connect automatically.For SIMs that require manual activationSome destinations or multi-operator SIMs (for example, Japan or Europe multi-network SIMs) may require an additional activation step such as:Dialing a USSD codeSending a verification SMSLogging into a self-care portalWaiting for an activation push from the operatorWhere will I get the activation instructions?Prune provides the exact steps in:The SIM package (booklet / insert card)Your Prune order detailsYour activation email (if applicable)

Question 5

How long does delivery take?

Accepted Answer

Prune ensures your international physical SIM arrives before your trip with fast, trackable delivery options.Delivery timelinesStandard delivery: 2–4 business daysExpress delivery (select cities): Same-day or next-dayRemote / rural areas: 3–7 business daysDelivery timelines may vary slightly based on your location and courier availability.How to track your SIMYou can track your shipment anytime using:Prune App: My Orders → Track DeliveryCourier website: Delhivery, BlueDart, XpressBees, and other partner couriers

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