⚡Quick answer

Yes. The same physical SIM card that is registered with your Heyo account must be inserted in the phone, have an active calling balance/plan, and sit alongside a basic internet connection to start (mask) the call. No SIM = no outbound or inbound Heyo calls.

1. Why is a SIM card required?

Heyo masks your caller-ID with a virtual business number, but the actual voice call uses your phone’s native cellular network—and that demands:

• A physical SIM card in the device running Heyo.

• An active calling balance or plan on that SIM.

2. Three non-negotiable requirements

1. Active calling plan/balance
2. SIM inserted in the same device
3. Basic internet connection

Tip: If both Wi-Fi and mobile data are on, Heyo auto-switches for the best call quality.

3. What happens if any requirement is missing?

• No SIM in device: Outbound and inbound calls fail; Heyo desktop site cannot make calls.

• Zero balance / expired plan: Call dial fails even though the Heyo plan is active.

• No internet at call initiation: You’ll see “Heyo is offline”, and the call won’t start.

• Account suspended: Heyo blocks all calls.

4. Troubleshooting checklist

1. Internet OK? Open a web page or run a speed test.
2. SIM balance OK? Check your carrier app or USSD code.
3. Heyo balance OK? Open Heyo Dashboard → Balance.
4. Account active? Settings → Account Status.
5. Restart Heyo app and re-try. Still stuck? Send us a chat (see Support). 

5. Support options

In-app chat  →  Settings ▸ Help & Support 

Daily demo    →  Mon-Fri, 2 PM IST