What to Do If You Cannot Make Calls while Roaming

If you cannot make calls while roaming abroad, try these troubleshooting tips.

Check your account

Ensure that your account is active.
Ensure you have activated roaming service, including voice, while still in the Philippines. Find out how to check this before traveling. If you are already abroad, you may contact us on our social media channels or call our toll-free roaming hotline at +63288488878 using another Smart number.
For Prepaid, check if you are subscribed to a roaming call and text package and have enough call allocation or if your load balance is sufficient. Click here for Prepaid roaming rates.
For Postpaid, check if your account is redirected. Pay-per-use charges are usually more expensive, so we recommend subscribing to a call and text plan.

If you have low signal reception, try shifting locations, preferably somewhere more open and with fewer surrounding obstacles, such as concrete walls.
Make sure you are connected to Smart’s official network roaming partners. Set your Network Selection on your phone’s settings to AUTOMATIC, and Smart will do the rest. For your reference, click here to check the list of our roaming partners at various country destinations under “Do I need to manually select a roaming partner?” FAQ.

Transfer SIM to another working device to check if you can make calls while roaming.

If the problem persists, contact us through our Smart Communications Facebook page or X @LiveSmart.

You may also call our toll-free roaming hotline at +63288488878.