FAQ

CubacelTur SIM Card

Can I get a SIM card for my vacation in Cuba?
Yes, you can purchase a CubacelTur SIM card before traveling or upon arrival in Cuba through authorized channels.

Can I get a SIM card directly at the airport in Cuba?
Yes, CubacelTur SIM cards are available at major international airports in Cuba.

What are the phone requirements for the CubacelTur SIM to work?
Your phone must be unlocked and compatible with GSM 900/1800 MHz or 3G/4G frequencies (2100 MHz and 1800 MHz).

What code do I use to check the balance of my tourist SIM card?
Dial *222# and press the call key to check your available balance.

What are the steps to activate my tourist SIM card?
Insert the SIM card, turn on your phone, and wait for the welcome message. If it doesn’t activate automatically, restart your device or contact support.

Top-up

Top-up not completed but the amount was charged to my payment method.
Please contact our support team. We will verify the transaction and process a refund or manual top-up if applicable.

I received an error message during top-up.
Please check your phone number and payment details. If the problem persists, contact our support team.

I can’t complete the top-up.
Verify your connection and entered information. If the issue continues, our support team will assist you in reviewing your transaction.

I sent a top-up to the wrong number.
Unfortunately, once the top-up is processed, it cannot be reversed. Please double-check the number before confirming.

I haven’t received the top-up.
Wait a few minutes. If you still haven’t received it after 30 minutes, contact support with your number and transaction amount.

I want an account for wholesale top-ups.
Please write to contact.support@jallshop.com to request a business account.

Payments

Are there any hidden fees?
No. All our prices include applicable taxes and fees. Jallshop does not apply hidden charges.

My Account

How can I create an account?
Go to the “My Account” section and select “Create Account”. Fill in your details and confirm via email.

Is my information secure?
Yes. We use SSL encryption and international security standards to protect your personal and payment information.

I forgot my password. What should I do?
Click “Forgot your password?” on the login screen. You’ll receive an email to reset it.

I want to delete my account.
You can request deletion by emailing contact.support@jallshop.com.