FAQ about recharging and using your Thuraya prepaid SIM
Fiona Adler from FoneRecharge uses her Thuraya phone during a mountaineering expedition. The people at FoneRecharge know what it's like to rely on your satellite phone.
General Questions
Is there anything different about the recharge units I buy from FoneRecharge and those provided by other companies?
There is no difference to the airtime units. The cost of calls and SIM validity extension are all exactly the same. However you don't need to worry about scratch cards expiring when you recharge through us. Your recharge will be valid as long as you keep your SIM card active. See below for more information about keeping your SIM card active.
How long does it take to receive my airtime?
Airtime is added to your SIM card instantly when you recharge through FoneRecharge.
Why buy from FoneRecharge?
- Airtime doesn't expire. It is valid for as long as you keep your SIM card active
- Make a free call to buy airtime directly from your phone. Never be stuck again.
- Fully automatic system mean you get your airtime right away
- Great prices and fast service from people who are Thuraya users themselves and know what its like to depend on your phone
- Airtime instantly added to your phone and available for use - no waiting for pin codes or SMS
Can I add more phones to my FoneRecharge account?
Yes, up to 5 phones can be recharged from a standard account. If you want more, please complete an Account Authority form and we can set this up for you today.
How long will my airtime be valid?
Airtime that you buy from FoneRecharge is valid as long as you keep your SIM card active (see below). This differs from prepaid scratch cards which expire after 12 months if not used. We don't sell prepaid scratch cards.
How do I keep my SIM card active?
This page explains how to keep your SIM card active: All about Thuraya SIM Card Validity
How do I check my Thuraya prepaid balance?
You can check your balance online by visiting services.thuraya.com and clicking on "Online Billing Enquiry". You will need a pin number to access this service. This pin can be contained by sending a blank SMS to 1522 or by asking your Thuraya Service Provider to set one for you. We can't set this pin for you.
From your Thuraya phone send a blank sms to 151 and you will receive an automatic response with the available credit.
Payments & Refunds
How do I verify my credit card?
To minimise credit card fraud we need to verify all credit cards. Your first recharge is charged to your credit card in 2 random payments that total the amount of your purchase. To verify your credit card, you will need to contact your bank or check your credit card statement to find out the amount of each payment, then log back into FoneRecharge and enter the amounts. Here is an example of How to Verify your Credit Card.
You will need to verify your card before you can make any further purchases. This is only required once per credit card.
What payment methods do you accept?
We accept Visa and MasterCard.
What is your refund policy?
If the recharge units have already been added to a SIM card we can't provide a refund. If the recharge was unable to be added to your SIM card (eg if the SIM had expired), then we can provide a refund on request.
Recharge by Phone
What is the Toll Free number to dial to Recharge by Phone?
Please login to your FoneRecharge account to obtain the number and to set your secret 4 digit pin number to access the service.
If I have a problem using the Recharge by Phone service, can I get help?
Yes, Press 0 when our system answers your call, and you will be directed to our 24x7 English speaking support centre. There is no charge for this call.
Are there extra fees to use the Recharge by Phone service?
There are no additional charges and the price of units is the same.
Can I use a non Thuraya phone to access the Recharge by Phone service?
You must use a Thuraya handset with a Thuraya SIM card that has been registered with FoneRecharge.
My phone is broken, can I use another Thuraya handset to use the Recharge by Phone service?
You can use another Thuraya handset, but you must use your SIM card in this handset.
Compatibility
What SIM cards can be used?
All prepaid SIM cards can be used with FoneRecharge including both the Eco SIM and Thuraya Prepay SIM (previously called Super SIM or Classic SIM) & Marine SIM.
I have a Thuraya IP Modem. Can I use FoneRecharge?
Yes. You can buy recharge units online and you can also use the Recharge by Phone service if you place the SIM card into a Thuraya handset and call our toll free number to access the service. Please use the voice number that has been provided with the SIM Card and not the data number.
SIM cards
Do you sell SIM cards or Thuraya handsets?
We only sell Thuraya airtime. You will need to go to a Thuraya Service Provider or Thuraya retailer to buy a SIM card or handset.
My SIM card has expired. What can I do?
If we have informed you that your SIM card has expired, then you should contact your Thuraya service provider that sold you the SIM card and ask if they can reactivate it for you. There will usually be a small fee for this, but it avoids needing to obtain a new card. More information about SIM card validity is available here: All about Thuraya Sim Card Validity
Using a Thuraya Phone
How do I get a good satellite signal?
Please see this page for information about how to get the best connection with your Thuraya phone: How to get a good connection when using my Thuraya phone.
I am having trouble making a call?
Please check the information on this page: How to get a good connection when using my Thuraya phone. If you are unsure if your SIM card is active or if there is coverage in your area, you may also wish to contact Thuraya or your Thuraya service provider. Thuraya can be reached on customer.care@thuraya.com and they respond to emails promptly 7 days a week during Dubai daylight hours.