Contacting Jawwy

If my SIM is lost or defective, how can I get a replacement SIM?

You can get a replacement SIM/eSIM as following: Physical SIM: Either through our online Shop here or directly from any stc branch where the pick-up option is available.eSIM: Only through our online Shop here (Not applicable from stc branches). You w...

الشريحة اللي طلبتها ما وصلت؟ كيف أحل هذه المشكلة؟

للمزيد من المعلومات حول جوّي، برجاء زيارة صفحتنا الجديدة للأسئلة المتكررة

How do I recover my password if forgotten?

If you used your email address on the sign in page, click on the Forgot Password link on the Sign in page.If you have used social id as your sign in, you have to recover your password by going to the original social network page. اقرأه بالعربي

My phone is not compatible with the app, what can I do?

No worries, you can still access and manage your account after logging in to the "My Plan" section on our website. اقرأه بالعربي

I can’t access my account on the Website/App, can I contact Customer Care?

You can try resetting the password by clicking on "Forgot Password" or "Forgot Username" on the login page if the issue is related to the login credentials. You may also get in touch with our Customer Care through our accounts on Facebook or Twitter...

I can't connect to the internet from my phone, what should I do?

Check the data usage on your core plan, or check the usage of data Bundles if you’ve bought anyCheck if you are in an area with good coverage and able to make outgoing callsCheck if your “Mobile Data” or “Cellular Data” is on. On iOS Tap Settings, ...

I can't send SMS from my phone, what should I do?

Try the following: Try switching your phone off, and then remove the battery and SIM for 30 seconds. Put the battery back in and switch your phone back on to refresh your connection to the network.Please check your PAYG credit.Check your phone settin...

I can't receive calls on my phone, what should I do?

Try switching your phone off, and then remove the battery and SIM for 30 seconds. Put the battery back in and switch your phone back on to refresh your connection to the network.Check your phone settings: Call Barring should NOT be activeAirplane or ...

I can't make calls from my phone, what should I do?

If you are trying to make a local call to a landline number or a mobile number, make sure you have a flexible plan or a calls filler or any offer that includes minutes. If you are trying to make international calls, make sure to have an Internation...

I have no signal, what should I do?

It might be a temporary network problem or you may be in a low coverage area. Switch off your phone and turn it back on or restart, try selecting the network manually even if doesn’t work after restart. If the problem persists, please register...

I was charged twice, how can I get my money back?

Please get in touch with us through Live Chat through out website or through our accounts on Facebook or Twitter, and our customer care team will be glad to assist you with the issue. اقرأه بالعربي

I didn’t get the welcome SMS. What should I do?

You can still download the app by going to the Play store or the App store by searching for Jawwy from stc app there. Else if you have an incompatible device, then visit jawwy.sa and use My Jawwy to register and start using our package. اقرأه بالعر...

My phone is not working properly: how can I repair it? Do I have a warranty?

If your handset is not working from the moment you received it, we can test it to check if it is a manufacturer issue. Please visit one of the service centers listed on our locations page and they will help resolve the issue. If under warranty, the a...

How can I start a chat with an advisor? How much time does it take for an advisor to respond?

Simply go to the Online Support tab on our app or login at jawwy.sa/support and go to Ask us, where you will get 3 options to get in touch with us. Choose the live chat option and one of our advisors will respond. Usually, the response is quick, how...

I am having issues with the network (coverage and access)

Network interruptions can occur for a number of reasons such as out of the provider’s network coverage, being underground or in elevator, houses with steel frames and concrete, or an area between high walls and thick buildings and you can chec...

How much time does it take to get an answer from the community?

Our community is not a service channel… it’s is a place for you to be heard and connect with like-minded individuals that share the same passion points about our brand and look forward to sharing their inputs with you and us. Response times are base...

My recharge didn’t go through, how can I solve it?

Get in touch with our Customer Service Advisors at Jawwy.sa or our social media platforms and they will guide you through the steps to resolve this issue. اقرأه بالعربي

Community

Knowledge Base Articles