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I can't make calls while roaming

  • Tech Support
Oct 22, 2021


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

Account Troubleshooting


  • Ensure that your account is active.

  • Make sure that you have activated roaming service including voice while still in the Philippines. Find out how to check this before travelling. If you are already abroad, you may reach out to 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 that you subscribe to a call and text plan

Signal Troubleshooting


  • If you have low signal reception, try shifting locations, preferably somewhere more open and with less surrounding obstacles such as concrete walls.

  • Make sure you are connected to Smart's official network roaming partners. Just 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 the "Do I need to manually select a roaming partner?" FAQ.

Device Troubleshooting


  • Refresh your device by turning it OFF and then back ON.

  • Try to use another roaming partner by manually selecting it on the device.

  • Make sure that you are using the correct dialing procedures for making calls while roaming.

  • Go to your call settings and disable fixed dialing setting.

  • Disable call barring setting.

  • Check Caller ID setting and make sure it is set to Show/Enabled.

SIM Troubleshooting


  • Transfer SIM to other working device to check if you are able to make calls while roaming.

If problem persists, reach out to us through our Smart Communications Facebook page or Twitter @SmartCares, You may also call our toll-free roaming hotline at +63288488878.