When I am dialling any number, the call is not connected and displays "Calls Not Allowed"?

For Global Prepaid: This message is displayed in 'Call Back' option. In this case, when you dial the number, the phone is disconnected and you immediately get a call back from the IVR system. You have to follow the IVR instructions to connect the call with the destination number.
For Postpaid: In case of making calls using IP Code (Facility available for Thailand, Japan, Indonesia and S. Korea), this message is displayed due to incorrect dialling instructions. For other countries, kindly escalate the issue to the expert team.

Outgoing calls are barred from my number.

Follow the options:
(I) Select the network manually to choose the desired network.
(II) Refer the user guide to view the dialling instructions.
Note: Please remember that country-specific SIM cards don't work on roaming. In case, it catches the network, it would be highly expensive.

I am unable to make outgoing calls, but I am receiving incoming calls.

Either your prepaid balance has been exhausted or you have reached your postpaid calling limit. Please contact our customer care.

I am unable to receive incoming calls, but can make outgoing calls.

Please ensure that the caller is dialling the correct number to reach your mobile number. You can follow the below options to rectify the problem:
(I) In case your call divert is ON, cancel the call divert option on the phone.
(II) Ensure that your voicemail service is deactivated. If you get an error message that the incoming calls are restricted to your number, then you can contact the expert team.

I am unable to receive and make calls.

(I) Kindly check the handset compatibility as per the country of travel as it must be compatible to receive and make calls.
(II) If you are unable to make or receive calls, please check that the handset is receiving signals. You can reinsert the SIM card and select the network manually.
(III) If your phone has full network range, you can test the SIM card on a different handset. If the SIM card works on a different handset, this indicates that the problem is with the handset. However, if the SIM card doesn't work on a different handset, this indicates that the problem is with the SIM card.
(IV) If your phone doesn't have a roaming feature, it would also not work outside the specified country.

My SIM card registration has failed.

(I) Prepaid: The SIM card has not been recharged for more than 13 months or has been damaged. It can't be reactivated again.
(II) Postpaid: This happens due to network or handset compatibility issues. You can try using SIM card in a different handset. If the same problem persists, kindly contact the customer care team immediately.

My SIM card is not working.

There is a possibility that you are on roaming, in rural area or at low networked areas. Kindly search the network manually. The other scenario would be that the SIM card has not been either activated properly or has been deactivated or damaged. Please contact our Clay customer care.

My Global Travel SIM card is asking for PIN number.

The details are mentioned on Clay SIM plastic holder. Please carry the SIM plastic holder during your trip. If you don't have it, you can call our customer care at 0091-011-66470000 to share your details and we will check the same on our database.

My SIM card is blocked.

This happens due to insertion of wrong PIN number minimum of 3 times at once. You need to enter your PUK number (available on the SIM plastic holder) once and then use the correct PIN number. The SIM card will again start working. If wrong PUK is entered, the SIM will be damaged permanently and will reflect "SIM Card Rejected".

When I am dialling the number, the IVR system says that the dialled number doesn't exist.

The problem might arise due to incorrect dialling procedure or due to incorrect number. Please check the number once again and use correct dialling instructions. Also, you can try different contact number to check the status of your Clay mobile number.


My SIM card is not catching network.

If you are unable to receive a network on your phone, you can do a manual search for a network as mentioned in the instruction booklet issued to you and select our partner network of that country.

How to select the network manually?

Go to Main Menu ➡ Select Settings ➡ Choose Phone Settings ➡ Click on Network ➡ Click on Manual ➡ Select the First Option from the list to choose the network.

I am facing call drops in between or due to network fluctuation.

(I) If the problem persists, you can use the SIM card at a different location to recheck the network coverage area.
(II) If that is not a problem, then check the SIM card in a different handset to identify whether the problem is with the SIM card or the handset.

I have reinserted the SIM card again and tried to select the network manually but unable to do so?

If this is the case, you need to inform the customer support team to help you with further steps.


I am unable to insert Clay SIM Card in iPhone.

Please ensure that Clay SIM is compatible with normal/micro/Nano SIM cards. There is a possibility that your iPhone is not compatible for Clay SIM card issued to you. Please note iPhone 4 and above uses either Micro or Nano SIM cards.

I am having issues in using my handset. Is my handset compatible with the country of my travel?

Clay SIM cards don't work in network unlocked handsets. Moreover, the compatibility of a handset differs from the country of your travel. Hence, you only use:
(I) 3G enabled handsets while travelling to Italy, UK, Japan and South Korea.
(II) Quad Band handsets while travelling to the American continent.

Other Services

How to activate/deactivate the voicemail service?

Please follow the voicemail deactivation procedure provided in the dialling instructions.

I am unable to send text messages.

To cancel the call diverts, go to Main Menu ➡ Select Settings ➡ Select Call Settings ➡ Click on Call Diverts/Call Forwarding ➡ Cancel Call Diverts.

I cannot install the driver.

On some PCs, installation of the modem may take a long time because of the PC configuration. So please wait and do not cancel the process, else you will have to uninstall and re-install it again.

The main interface of the device continues to display "Searching device <Initializing>"?

Please remove the modem and reinsert it. If the problem persists, please contact us on our customer care at 011-66470000.

What should I do if the SIM/USUM card is unplugged during the application?

Please reconnect the modem first and then restart the application.

The SIM/USIM card does not register any networks.

It can be due to unstable local signal, the outdated software or hardware problem. You may try to log on from another location, update the software, check the hardware or use another data card in the same device and retry the network registration.

The message "No available connection profile. Please set an available default one in connection profile" is prompted on the screen. Why does the prompt appear?

You will need to add a connection profile manually. You can create profile using the APN & network for each country SIM.

The device is not connected to the internet.

Please make sure the connection profile and settings are correct.

The connection speed and data transfer rates are too slow.

Please check the local network signal strength.

Does it support roaming?

World Data Cards support roaming but country-specific data cards don't support roaming.

I am receiving e-mails but unable to send e-mails.

(I) You can reset the account by creating it again
(II) Send the Service Book.
To send a service book:
Go to Set Up Select e-mail account Choose BIS/BES Click on the e-mail A/C Go to Options Send Service book
(III) Please check the SMTP settings in the BlackBerry setup or reconfigure the SMTP settings
(IV) In case of BES server, the user must consult with their IT team to check the problem.

BBM is working in BlackBerry® but cannot access Internet.

To access data, you must have add-on bundle of BlackBerry® Services. Kindly check your Free Usage amount allowed on the bundled plan. Please refill the bundled plan on BlackBerry® to have unlimited access to internet.

I have taken data services for BlackBerry® but internet is still not working on it.

(I) Kindly check that EDGE is displayed in upper case at the right side of the screen (Uppermost).
(II) Check that the data services option is not switched off.
(III) Check that the BlackBerry® services are activated on your handset.
(IV) Low coverage area is a common problem that restricts a user to access Internet.
(V) ) Please also check if 3G is displayed in CAPS (Data While Roaming should be ON)

How to turn on data roaming option in BlackBerry® ?

To turn on Data: Go to Settings Click Network and Connections Select Mobile Network and 'Turn On' Data. Go to Manage Connection Network and connections Mobile Network While Roaming "ON"
* Settings differ as per handset model

My handset screen is showing 'SOS'.

SOS is reflected when the handset screen shows:
(I) "Invalid SIM" (Due to failure of SIM card registration or limited network connectivity.)
(II) Mobile Network is OFF (Search the network manually and turn the option for international roaming ON again.)

Can we use BlackBerry® as modem?

Yes, BlackBerry® can be used as a modem but it will be expensive as the usage is charged per MB. However, Data tethering is not allowed and is not counted in the free data pack.

I want to configure e-mail accounts on my BlackBerry® handset in case of BES Server.

E-mail ID is automatically configured in BlackBerry® handsets in case of BES Server.

I am unable to open attachments in e-mail.

Kindly check that your data package supports retrieving or downloading of e-mail attachments. If yes, then check the compatibility of the attachment format as it must be in .doc, .JPEG, .pdf, .txt, .ppx

I want to configure e-mail accounts on my BlackBerry® handset (BIS Server).

Please follow the below procedure to configure the e-mail ID:
(I) Go to "Setup" option in Main Menu & click on E-mail Setting/E-mail Account.
(II) Select "Internet Mail Account"
(III) Create your user ID and password to set-up your e-mail ID.
(IV) Select e-mail ID from Available Options (Gmail, Yahoo etc.) or click on 'Other' button to set up your official e-mail ID.
(V) Read and accept the terms and conditions.
(VI) Enter your BlackBerry® Handset PIN and IMEI and click Continue.
(VII) Enter Your Email Address & Password, then Click next.
(VIII) The email account will be set-up automatically. Once it is set up, you will get a confirmation SMS for successful activation and an icon of e-mail account will appear on main menu of the BlackBerry®.

Can I get access to the mails that I received while travelling abroad after returning to India?

Yes, you can get access to all the e-mails unless it is manually deleted.

I am travelling in three countries. Out of these three countries, I am unable to access Internet in one country.

(I) Turn OFF and ON the network and search the network manually to access the internet.
(II) In country specific SIM card, check the APN Settings to access the internet.

My BlackBerry® device is showing the message "Invalid SIM".

This is due to the reason that the handset is network locked. You need to use MEP code to unlock the BlackBerry® device. Usually, the MEP code is provided by the service provider. Otherwise, you can purchase the MEP code from any handset outlet abroad at nominal charges.

I have taken 3G connection, but the browsing speed is less. Why?

It is due to low coverage area or due to multiple applications running at the background resulting in slower speed.

How to manually select 3G network?

Go to Menu Manage Connections Network and Connections Mobile Network Network Mode Select 3G Network

Why 3G connection is not working?

(I) Check if your device is compatible with 3G connection.
(II) Switch on the 3G on your device.
(III) 3G speed depends on network coverage. If the area doesn't cover 3G network, the service will not work.
(IV) Check the APN Settings to access the internet.
(V) Switch off Bluetooth / Wi-Fi on your device.
(VI) Check on well-known websites (ex: to check internet connection/speed. (Avoid using third party applications to test your internet connection/speed)

My mail forwarding feature is not working?

The mail forwarding service depends entirely on the user's server end. Hence, please contact technical persons from your organisation to resolve this issue.

My handset screen shows "Insert SIM"

Please insert the SIM card properly. If the message still appears, there is a possibility that your SIM card or handset is damaged.

I can't add an e-mail address.

(I) Verify that you have provided the correct information for your e-mail account.
(II) Verify if your e-mail service provider only allows you to access your e-mail account using a browser on a computer, which might prevent you from adding your e-mail address.
(III) Verify if your email service provider requires you to subscribe to a premium e-mail account to set up your account with the BlackBerry® Internet Service.
(IV) Verify if your email service provider requires you to turn on client access (for example, POP) to set up your e-mail account with the BlackBerry Internet Service.

My e-mail address is not valid.

It is important to update the information every time in the e-mail set-up application or on BlackBerry® Internet Service website after changing the password to validate your e-mail address.

How to receive e-mails in BlackBerry® ?

If you have BlackBerry® 6 or old version, use your password to start receiving email messages. However, if you have BlackBerry® 7, use your BlackBerry® ID to start receiving e-mail messages.

I can't create a user name and password for my BlackBerry® Internet Service account.

Your BlackBerry® Internet Service account is associated with the BlackBerry® ID that you used to set up your BlackBerry® 7 Smartphone, therefore you cannot create a user name and password for your account. You cannot use your BlackBerry® ID to log in to your BlackBerry® Internet Service account using a browser on a computer.

I don't remember the password for my BlackBerry® Internet Service account.

Go to BlackBerry® Internet Service website Select the 'Login' tab Click on 'Forgot Password'. The password for your BlackBerry® Internet Service account will be sent on your BlackBerry® Smartphone.

I don't know the user name for my Microsoft Outlook Web Access account.

Use login ID or network domain name and login ID to access your account. The login ID is the username of the e-mail address. In some cases, this login ID could be the login name that you use to log in to your organization's network. If you work for an organisation that uses more than one network domain, the user name might use the format domain\username.


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