Do I need to keep balance on my SIM after recharging with a Heyo plan?

Do I need to keep balance on my SIM after recharging with a Heyo plan?

⚡Quick answer

Yes. Heyo masks your calls with a virtual business number, but the voice traffic still travels over your physical SIM’s cellular network. If your SIM has no active talk time or calling plan, the call will fail even if your Heyo subscription is active.



1. Why is a SIM balance required?

Heyo supplies the virtual number and handles call routing, but your mobile network carries the actual voice communication. A basic internet connection (Wi-Fi or mobile data) is needed only to initiate the call; the conversation itself consumes your SIM’s regular calling minutes.



2. Key things to remember

• Heyo doesn’t replace your SIM’s calling balance—think of it as an add-on service.

• A SIM with an active balance (talk-time plan or prepaid minutes) is mandatory.

• Calls will fail if the SIM’s balance runs out, even when your Heyo plan is paid up.

• You don’t need a new SIM—your existing card works fine.



3. What to do if your call fails

  1. Check SIM balance: Dial your mobile provider’s balance code or open its app.
  2. Top-up if needed: Purchase additional talk-time or renew your calling plan.
  3. Re-try the call in Heyo.
  4. If the SIM has a balance and the call still fails, contact Heyo Support (details below).


4. When will Heyo NOT work?

• Zero or expired SIM talk-time/calling plan.

• No internet connection at call initiation (app cannot trigger the dial-out).

• Network outages from your mobile operator.



5. Support options

In-app chat  →  Settings ▸ Chat Support 
Daily demo    →  Mon–Fri, 2 PM IST

Still stuck? Share a screenshot of your SIM balance and the call-failure message via the in-app chat for faster troubleshooting.



    • Related Articles

    • Do I need a calling plan and the Heyo application to make calls?

      ⚡Quick answer Yes. To place calls, you must (1) keep an active calling plan or talk-time balance on the physical SIM in your phone and (2) install the Heyo app, which uses a small amount of internet to start the call but hands the voice traffic to ...

    • Do I need to recharge my SIM to make calls via the Heyo app?

      ⚡Quick answer - Yes, you need to ensure that the physical SIM card registered or logged in with your Heyo app has an active calling balance or recharge plan.  1. SIM-recharge requirement Yes, you need to ensure that the physical SIM card registered ...

    • Do I need to pay for a Heyo subscription and recharge my staff’s SIM cards?

      ⚡Quick answer - No. You only need an active Heyo subscription. Your staff can keep using the calling balance that already exists on their personal mobile numbers—no extra SIM card recharges are required.  1. Why are separate SIM recharges ...

    • Do I get to keep the Heyo Virtual Number permanently?

      ⚡Quick answer - Yes, you retain ownership of your Heyo Virtual Number for as long as your subscription remains active and in good standing. This operates much like a traditional SIM-based mobile number, where continued service ensures you keep your ...

    • Do I need a SIM card to use the Heyo app for calling?

      ⚡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 ...