FAQ

Clay Telecom is an international SIM card provider catering to the varied needs of international travellers in India. Headquartered in New Delhi, Clay has offices in over 20 locations with over 100 points of contacts across Pan India. The company also offers value-added services such as Forex services, VAT reclaim and travel insurance services.

  • Country-specific Prepaid and Postpaid SIM Cards
  • Global Prepaid SIM cards
  • Global Mi-Fi Service
  • Country-specific Data Cards and Mi-Fi Product
  • Forex Card
  • VAT Reclaim
  • Broadcast Pro App
  • Travel Insurance

Our services provide a huge scope of cost reduction on your international roaming costs. The solutions ensure unparalleled network coverage, dynamic & quality customer support anytime and anywhere.

You will not be able to keep your existing local mobile number active. We will provide you either country-specific or global SIM number as per your preference to save you from international roaming charges.

There are three different ways to get Clay SIM Card :
(I) Send a request from the website by filling the ‘Get Quote’ Form.
(II) Place an order online by selecting the web plan.
(III) Call on our customer care number at 011-66470000.

The correct information regarding the SIM type (Nano/Micro/Default) allows us to deliver the correct SIM size for the delivery. In addition, it is important to share the handset model as we evaluate and inform if there are any compatibility issues with the travelling country network. Hence, it is essential to provide us with the correct information to help us serve you better.

The SIM delivery is on the basis of the departure date which the customer mentions at the time of
‘Check Out’ during online sale.

We have our associations with courier companies to arrange deliveries within 24 to 48 working hours of confirmation after the submission of documents.

All toll free/ helpline numbers are chargeable on Clay SIM Cards.

As per the Department of norms, none of our services work in India. We offer only international wireless solutions to travellers going abroad.

Clay SIM cards don’t work in network locked handsets. If it is network unlocked, you are requested to contact Clay customer care to check the handset compatibility as per the destination network.

Clay doesn’t charge any hidden or additional cost on the services. The tariff plans are available on www.clay.co.in. Kindly note our tariff plans are exclusive of service charges, shipment charges, government taxes and cost of the VAS opted by you.

Clay provides normal SIM cards by default. Smartphone/Tablet users must mention the requirement in advance to organise a Micro/Nano SIM card for their device.

We suggest you to keep the network selection mode to “Automatic” to avoid any hassles.

Online Account

Go to Home Page ➡ Select the destination ➡ Select the type of service ➡ Start Order

The web plans are available only for sale on the website.

Postpaid: You can view your account summary; track your order status; apply for contract extension; request for SIM card pick up; make online payments; request for number suspension; view & download dialling instructions and share your feedback.
Prepaid: You can check current balance, view dialling instructions, recharge your Clay mobile number, check call history and also share your feedback to help us improve our services.

Please make sure that you are entering your correct username and password. Kindly share your details with us at ccare@clay.co.in / prepaidsupport@clay.in and we will contact you soon.

In case of online sale, the customer will complete the registration process. Once the registration is complete, the login details will be e-mailed to you on your registered e-mail address. In case of offline sale, the auto-generated login credentials are shared on the registered e-mail address.

Kindly share your current and updated details with your account manager. Or you can login your account online, go to ‘Customer Services’ section and click on ‘Change Information’ to share your request for change in information in our records.

Lost/Activation/Deactivation/Return Process

To deactivate the Clay mobile number, kindly send an e-mail on your account manager’s email address or e-mail at ccare@clay.co.in / prepaidsupport@clay.in or call us at 011-66470000 permitting us to block the number. We take 4-5 working hours after your e-mail is received to process the deactivation. All the usage till deactivation of the SIM would be your responsibility. Please mention your name and Clay mobile number for reference.

In case you have lost your Clay SIM card, the minimum charge is INR 1500. However, the exact cost would depend on the country-specific SIM card issued to you. In case you have lost your Clay handset, the charges are based on handset model you have taken from us.

Kindly send us an e-mail at ccare@clay.co.in / prepaidsupport@clay.in mentioning that you have lost the SIM card and hence, you wish to block the card. Please mention your full name or CAF (Customer Agreement Form) receipt number to process the deactivation request. Don’t forget to mention that you don’t remember your Clay mobile number for our reference.

We request you to kindly share your Clay Mobile Number at your account manager’s e-mail address. Our representative will arrange a call back shortly.

You can either e-mail your pick-up request at returns@clay.co.in or send your request through “My Accounts” Section under customer services tab.

It is a prepaid SIM card; hence all the cost will be paid in advance while taking the services.

Kindly share your existing and new e-mail address along with personal details at prepaidsupport@clay.in

It is important to have 1 Euro as balance to receive incoming calls.

Kindly check the remaining balance on your mobile. If you have sufficient balance, we request you to kindly share your Clay Mobile Number on your account manager’s e-mail address or e-mail us at prepaidsupport@clay.in to ensure quick resolution of your query.

Carry 3G compatible handsets while taking Global Prepaid and Thailand Prepaid SIM cards.

You have to purchase a new SIM. The existing/old number can’t be activated on the new SIM.

Yes, it is possible only when you purchase the SIM card. The account manager will verify your details and will process the transfer. Kindly contact Clay customer care agent for the same.

If the Clay SIM card is a country-specific SIM card, then it will work only in a specific location. If you have taken Middle East or Western Europe SIM card, then you can put forward your request to recheck the SIM status to your account manager or email us at ccare@clay.co.in

There is an initial security deposit of Rs. 10,000/- which is blocked from your credit card. There is a minimal cost of INR 199 as security fee which is prepaid by the customer during online sale.

Kindly share your request prior to 20 days of your travel to reserve the same number. We require your full name, previous Clay mobile number and a copy of your passport to verify your details.

The maximum limit to block the amount in credit card is 19 days and the amount is reblocked again till the final invoice has been paid.

Billing and Payments

Yes, we share itemised bill with you on a monthly basis depending on the billing cycle of the respective destination network.

The hard copy of invoice is available at a nominal charge of Rs. 100.

The invoice is generated on a monthly basis as per the billing cycle of the destination network and is sent through an e-mail, which is registered with us. We request you to reconfirm your registered e-mail ID with us at enquiry@clay.co.in.

The invoices are generated as per the billing cycle of the network. For instance, the billing cycle of the network is from 1st to 31st of every month and you have travelled from 20th to 10th Nov then there will be two invoices generated for the dates 20th – 31st Oct and 1st – 10th Nov. If this is not the case, then contact your account manager or customer care at 011-66470000.

Kindly share your invoice number and your correct name/company name with your account manager. We will rectify the error and e-mail you the updated invoice on your email ID registered with us.

This happens when you are not entering your correct credit card details. If the same problem persists contact our customer care team.

We request you to kindly share your invoice number, RAF, Clay mobile number and your travel dates with us at credit.control@clay.co.in. We will verify the details and call you back in next one hour.

We request you to kindly share your invoice number, RAF, Clay mobile number and your travel dates with us at credit.control@clay.co.in. We will verify the details and call you back in next one hour.

You can either select online requisition option or put forward your request for quick payment collection at credit.control@clay.co.in by sharing your invoice number.

Once your bill is generated, you would receive username and password on your e-mail address registered with us. You can login at www.clay.co.in/quickpay.aspx

We request you to kindly share your Clay mobile number and reconfirm your e-mail ID registered with us at charging@clay.co.in. We will arrange a call back from our representative shortly.

We request you to kindly check your e-mail as all the invoices are sent to the registered e-mail address. As per the credit policy of our company, if the payments are not cleared or if the customer does not respond within 7 days of invoices generated, then the payments get debited from the credit card.

The travellers have an option to choose Data Cards, Mi-Fi Services and Add-on data packs with voice services.

Clay introduces a ready-to-use pocket Wi-Fi device known as Mi-Fi. The Mi-Fi services enable travellers to enjoy group connectivity by paying for a single user.

It supports Windows 2000, Windows XP, Windows Vista, Windows 7/8/8.1 and Mac OS.

World data card supports international roaming facility. However, the country specific data cards do not support international roaming.

Clay Data Cards/Mi-Fi services work in more than 125+ countries across the world.

The benefits of Mi-Fi services are:
(I) The device is highly portable.
(II) Supports 3G internet service.
(III) Pay for a single usage and get group connectivity.
(IV) Connect Mi-Fi with mulitiple devices.
(V) Get country specific Mi-Fi services or Global Mi-Fi services depending on your travel requirements.

Yes, you can enjoy unlimited internet usage in more than 100 countries across the world with Global Mi-Fi services.

All you have to do is just plug-in the device (data cards/Mi-Fi) to the laptop/smartphone and start using it. However, the user has to create a profile using APN, username and password to set up a country-specific data card or Mi-Fi.

In offline sale, the invoice is generated after returning from the international trip. However, in online sale, the customer would have to pay rental cost and service fee at the time of sale.

Report the loss of Data card/Mi-Fi device immediately to account manager to block the SIM card. The usage of the services until it is blocked is the sole responsibility of the user.

Clay requires 48 working hours to activate data services.

De-activation of data services requires 6-12 working hours depending on the network of the travelling country.

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