How can we help?

FAQ

Ordering

How do I order a SIM or an eSIM?

You can simply select your product based on the country or countries you are travelling to. Please select the plan which is most suitable to you, and then select the form i.e. SIM or eSIM. In case you are still not sure which product to select, please give us a chance to help you by calling on the number mentioned on the home page or get is touch with us on live chat.

Can I cancel my order?

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Shipping, Returns & Exchanges

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information.

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

ESIM

What is an eSIM?

The term "eSIM" simply means an embedded SIM card. There are no physical SIM cards involved and no physical swapping over required by you. An eSIM is basically a small chip inside your phone and works in a similar way to the NFC chip that's used for payment tech like Apple Pay and Google Pay

The information on an eSIM is rewritable, meaning you can decide to change your operator with a simple phone call. They're really easy to add to a data plan – connecting devices with eSIMs to a mobile account can be done in minutes. 

eSIM is a new standard developed by GSMA and used worldwide. eSIM allows users to access the mobile phone network to the device without using a physical SIM card. eSIM stores phone numbers, subscription packages, network configurations that allow your device to connect to the mobile network.

What all services can be used with an eSim?

This product enables you to make or receive calls, send or receive SMS or use data.

How to buy plans for eSim?

We have a large range of prepaid plans specifically designed according to the travelers’ need. We provide country specific data or voice plan depending upon your destination country and data volume consumption. You can buy a data/voice plan depending on your requirement from the Matrix website at www.matrix.in.

How to activate the eSim?

On successful purchase of an eSim you will receive a QR code on your email address provided at the time of booking, you need to scan the QR code to install the eSim on to your phone. Please do check if your phone is compatible for esim from list of compatible device for apple phones, android or other phones.  

What number will be my Mobile number? And can I use my existing mobile number?

We provide number basis the country of travel. Your existing number will also be operational, you can choose any line for outgoing calls. Incoming calls can be received on both the numbers, since your existing number is also in use for calls you will not miss any incoming calls on your existing number.

What is the validity of the plan?

Depending upon the plan you buy, the validity will come accordingly.

Forex

How much Foreign Exchange can be taken for a trip abroad?

Foreign exchange can be taken under private visit category governed by the overall LRS limit of USD 2,50,000 per traveler in a single financial year, as per regulations. However, only USD 3000 of that amount can be carried as currency notes for a particular trip– the balance has to be in the form of prepaid forex cards

What are the various documents required to purchase foreign currency?

You will need your passport, PAN, a valid visa,
and a confirmed air ticket.

Can I place my order on a holiday through the Matrix website?

Yes, you can place an order through the web
portal however the transaction will be processed on the next working day.

What if my trip is cancelled or postponed after buying Forex?

In the event of cancellation of the journey,
the foreign exchange drawn for this specific travel must be surrendered within
60 days from the date of its purchase.

Will I have to submit my transactional documents physically after uploading in the Matrix portal?

Yes, our service executive will pick up the
physical documents from your mentioned address on the portal. Please make sure
to keep them ready and sign in the presence of person

How do I know my order is placed in the Matrix web portal?

Once you complete your order on the
portal, we will send you a confirmation mail and a SMS to the registered email address and mobile number you enter at the time of Sign up.

Travel Insurance

Why do I need International Travel Insurance?

Travel and Medical Insurance covers unexpected medical situations and travel related inconveniences like passport loss, baggage delay, personal liability etc.

What medical situations are included in International Travel Insurance?

-Pre-existing diseases are not covered. 

- Covid related medical expenses are covered.

-Hospitalisation due to accident or sickness is Cashless, with USD 100 deductible

-OPD/ Emergency Room expenses have to be paid by you. You can claim reimbursement, upon your return to India. Applicable deductible is USD 100

What if my trip is cancelled or postponed after buying Insurance?

In both situations, please write to us for cancellation of policy, prior to your policy start date.The cancellation and refund process takes 4-5 business days.

Write to us on support@matrix.in

My details are incorrectly captured while buying Insurance. How do I have them corrected?

Write to us on support@matrix.in

If there is no change in the policy premium by incorporating the corrections - Then the original policy is endorsed. However, if due to the proposed correction, the premium increases or decreases (e.g date of birth, travel dates etc) - Then the original policy is cancelled and will have to be reissued.

Am abroad and need assistance, how do I contact the Insurer?

For medical assistance - Write to medical.services@allianz.com

For non Medical Assistance - Write to travel@allianz.com

24/7 Call Centre - +91 124 4343838

Travel Claims Missed Call number : +91 124 6174720

Am abroad and my trip is being extended by a few days. Can I extend my Travel Insurance policy?

Kindly write to us at support@matrix.in for Good  Health declaration Form. Before your policy end date, you will be required to fill it and send it to us for policy extension, along with your original policy certificate.

I am a Senior Citizen, how do I get Travel Insurance?

In you are in age group 61 years to 70 years - Policy can be purchased online, on this website If you are 71 years and above - Write to us as support@matrix.in and we'll guide you with necessary document requirements and have the policy issued.No medical tests are required for Senior Citizens.  

Am holding a Foreign Passport but am resident in India, can I get Travel Insurance for my upcoming International trip?

Travel Insurance can be issued upon filling a Proposal form, along with a copy of your OCI / Work Permit  and your passport.Kindly write to us at support@matrix.in

Others

How do I check my data balance?

Currently the data balance may be checked by sending a mail at support@matrix.in

Get in touch

Have questions about your order, or a general enquiry?