FAQS

FAQs – Frequently Asked Questions:

What is the history of Annatel?
Annatel was founded in 2004 in order to provide communication solutions to the French speaking community in Israel. In March 2016, Annatel opened its doors to welcome the Anglo community to their new English speaking department.
Why choose Annatel?
For our excellent English customer service, of course! Here at Annatel, it’s all in one place. We provide simple, all-inclusive service with no hidden fees, no contracts, and no hassles. Our English website and support are here to make your customer experience as easy and simple as possible.
Click here to view our plans and competitive rates.
Where is Annatel located?
Our main office is located in Talpiot, Jerusalem at Rechov Yad Harutsim 16. We are open Sunday - Thursday 9:30am-6:30pm and Friday 9:30am-1pm.
Our Annatel store is located in Netanya on Rechov Herzl 5. We are open Sunday – Thursday 9am-7pm and Friday 9am-1pm.
If I’m a tourist, can I still get mobile service from Annatel?
Yes, we recommend that you order our unlimited prepaid mobile SIM card. This plan is designed for your comfort and convenience during your stay in Israel. It includes international calling, a virtual number, 4GB high speed data, and more! This is a worry-free way, you can stay in touch with your family and friends while you are in Israel.
How do I place an order?
You may place an order online via our website or by contacting one of our sales representatives by phone. Please be aware that any online discounts or special promotions may not be available if an order is placed by phone and additional fees may apply.
Is there a contract or minimum commitment?
There is no contract or minimum commitment associated with our services. You will be responsible for the billing cycle during which the services were used. Cancellation will be considered effective as of the next billing date.
What documents/identification do I need in order to purchase a monthly Annatel mobile plan?
When subscribing to a monthly plan with Annatel, you will need to provide a copy of your Israeli identification (Teudat Zeut) or a copy of your passport and proof of residency in Israel. These documents can be uploaded to the website upon placing your order. When porting your number to Annatel, you will also be required to submit the last invoice from your mobile provider in order to verify that the phone number belongs to you.
How will I get my phone numbers?
After activating your SIM card, you will receive an email with your phone numbers (this can take up to 6 business hours).
How will I know if my mobile device is compatible with the network?
You must have a GSM device that uses a SIM card. There are some carriers that have CDMA devices that do not have the option to insert a SIM card. These ‘CDMA only’ devices are not compatible.

Annatel offers 2G, 3G, 4G/LTE coverage. This means that any unlocked mobile device will be compatible with our network. However, **Blackberry and CDMA devices are NOT compatible**.

Additionally, you will need to check that your device has been “unlocked”. A “locked” device is one where the software ensures that the phone cannot be used on any other carrier’s network. Until the lock is removed by your carrier, the phone will not recognize a foreign SIM card. If your device is “locked”, you will receive a message “SIM not recognized/authorized” or similar wording. Please be aware that the unlocking of a device is dependant on the mobile carrier from which the device was purchased and it might take several days to unlock it. The best way to check if your device is unlocked would be to swap your SIM card with another carrier’s SIM (borrow one from a friend) and if it works, you’re good to go.
How do I know what size SIM card I will need?
The size of your SIM card depends on the make and model of your device. If you don’t have this information available, one of our customer service representatives would be happy to help. This information is also provided in a pop-up screen on the SIM card order page.
If I take my SIM card out of my phone, will I lose my contacts and personal information?
You can take your SIM card out of your phone and all your information will remain intact. Anything that is saved to your SIM card will remain on the SIM and anything saved to your phone will remain on the phone. On some devices, the call log may be erased when the SIM card is switched.
If I am currently a HOT Mobile customer and I want to switch to Annatel, do I have to change my SIM card?
It’s not necessary to change your Hot Mobile SIM card. When you place your order, you will be asked to confirm your phone number and current carrier. Once we have received your order with the required identification documents (Teudat Zehut, proof of residency, and the last invoice from HOT Mobile), we’ll take care of the transfer for you.
Can I switch to Annatel and keep my Israeli phone number?
Yes, you can bring your phone number with you. When placing your order, select the option to keep your number. You will be asked to submit the last invoice from your carrier. DO NOT disconnect your line with your current carrier. In order for the line to be ported, it has to be active. If you cancel your service before porting in your number to Annatel, you will lose your phone number. We will take care of the transfer for you.
Annatel also offers the option to port your current active USA number over to become your virtual number. The cost to port is a one-time fee of 149₪ per line. We require specific documentation for the transfer to take place, including the most recent invoice from your mobile provider and valid USA identification. This process can take up to 14 business days to complete. Please contact us to discuss the details.
How do I activate my SIM card?
Once you have received the SIM card, choose from the following options in order to activate your SIM card:
Via the Internet Activation Page: Go to http://anna.tl/activate
By email request sent to support@annatel.us from the email address corresponding to the account.
By Phone: From Israel 074-714-6064 or from the USA 646-844-6565
Whatsapp asked me if I would like to register my new phone number, which option should I choose?
In order to keep in touch with your contacts abroad, you must select “Keep my number”. If you will not be using your previous number anymore, you should choose to use your new number.
What should I do if my SIM card is lost or stolen?
Please contact us immediately by email (support@annatel.us) or by phone (074-714-6064) to report the loss/theft so that we can deactivate your line.
The cost of a replacement SIM card with standard Israeli delivery is 59₪.
If I leave Israel temporarily and I want to keep my number, what can I do?
You may freeze your line for 20₪ per month. This means that your phone number and package will stay the same even when you’re not in Israel. **The option to freeze the line and apply Mispari cannot be applied at the same time**
What does “Mispari” mean?
The word Mispari is a new term created by Annatel based on the combination of the words “Miss(ing) Paris” and the word “mispar” (Hebrew word for number). Since Annatel was initially geared toward the French community, “Missing Paris” is only natural. The two concepts were combined to create the term Mispari.
If you will be traveling to the states and would like your calls forwarded to your USA number, this is the way to do it! The Mispari service provides unlimited call forwarding from your Israel phone number to your USA phone number for 20₪ per month. Anyone who dials your Israel phone number will be rerouted to your USA phone number so that you never have to miss a call. **The option to freeze the line and apply Mispari cannot be applied at the same time**. For Mispari to be applied, the line must be active.
Learn more
How do I check my Voicemail?
Your voicemail messages are sent directly to your email as a media file.
Voicemails are sent by default to the email address registered upon placement of the order.
If you would rather check your voicemail by phone, dial 053-708-0151. If you would like to change the email address, you may send a change of email request to support@annatel.us.
In order to cancel the email notification, email us at support@annatel.us.
How do I personalize my voicemail greeting?
Dial 053-708-0151 and follow the prompts to record your own message.
Can I disable my voicemail?
Yes. Please send us a request via email to support@annatel.us
What is Annatext?
Annatext is an application designed by developers at Annatel so that you can send and receive text messages on your USA virtual number. You can download the app from your Android at the Google play store or from your iPhone at the Apple App Store. Click here for more details about Annatext!
Do your prices include the 17% Israel VAT (Value Added Tax)?
There’s no need for a calculator here! Our prices already include the VAT.
What is the 99₪ activation fee?
This is a non-refundable fee that includes the SIM card, activation service, and standard shipping and handling. This fee is applied to each individual SIM card and is charged upon placement of the order.
Will I have to pay a fee for cancellation?
There is no cancellation fee for a SIM card that has not been activated. If the SIM card has already been activated, you will be responsible for that billing cycle.
What should I expect regarding my invoices?
Your invoice will be sent to the email address provided in the order. It’s all-inclusive, simple, and in English. You will also receive an invoice in Hebrew which is valid for tax purposes in Israel.
When should I expect to receive my invoice?
Your invoice will be charged on the same day of the month that the initial sign up took place.
Which credit cards are accepted for payment?
We accept both local and international credits cards, including MasterCard, Visa, American Express, and Israel Direct Bank cards.
How do I pay my monthly invoice?
The amount of your invoice will be automatically charged to the credit card on file.
Will Hot Mobile send me any additional invoices for my mobile service?
Service is powered by the HOT Mobile network, but Annatel is your service provider. Hot Mobile will not send you any bills or contact you regarding your line.
If I am leaving Israel, can I transfer my line to a friend?
Yes. You must fill out a transfer request form and call us to change the method of payment.
Does the name on the credit card need to be the same as the name of the user of the line?
No. However, the cardholder will have to submit a form to authorize the future payments.
How do I call outside of Israel?
Outgoing international calls must be made with the exit code “00” or the symbol “+” followed by the country code and phone number. From a prepaid SIM card, you must dial the exit code 017 instead of 00.
To call the United States or Canada, dial 00- 1- area code- phone number. If any other exit code is used (such as 012, 013, 014 …), additional charges will be apply per minute.
How much does it cost to receive an incoming call?
It doesn’t matter from where they originate, all incoming calls and incoming SMS are free to the recipient.
Is there anything that is not included in my mobile Unlimited Plan?
Any calls made to a mobile phone outside of Israel, the USA, and Canada or to land lines in countries that are not included in your calling plan, will be billed per minute. For a list of the countries (landlines only) included in your plan, click here . If you would like to call a country that is not included in your calling plan, a list of out-of-package call rates is located here

Only international SMS, that are sent from Annatext, are included in the mobile packages. Each direct international SMS will cost you 1₪. An SMS has a limit of 160 standard characters (letters, numbers, and punctuation). If special symbols, emoticons, and signs are used, the text limit lowers to 70 characters per SMS. An SMS sent with an amount of characters exceeding the limit will be sent as multiple messages.

Bulk or mass texting is subject to individual SMS rates.

Your unlimited data is high speed until the designated amount of usage depending on your mobile package. Once this amount has been used, your data will be reduced to a 2G/3G speed. You will not pay any overage for exceeding the high speed data allotment, it will just slow down. You may check your data usage by sending an SMS to the number 530 with the word ‘glisha’ and you will receive a reply with your updated usage.

Unlimited calls to the United States and Canada is with the exit code of “00” only. If any other exit code is used (such as 012, 013, 014 …), additional charges will be apply per minute. Some calls made to service lines (144), star numbers (*2800), and short digit numbers may not be included and will be billed per minute.

1-800 numbers to the USA and within Israel are included in your plan provided that the number is not a special services number.
What is a “virtual number”?
A virtual number is a DID (Direct Inward Dial) also known as a “follow me” number. It’s a secondary telephone number that is routed to the user’s actual phone number. The virtual number is used so that your contacts can call you directly on your phone in Israel without a calling card and they will avoid long distance bills.
You may request the area code for your USA/Canada virtual number.
The virtual number will appear on your contact’s incoming caller I.D. in the USA/Canada!
It is a great benefit to your friends and family; they are able to dial you on a local number and you can dial them directly, no additional bills or fees…all for one amazing price! And now, with Annatext, you can send and receive text messages using your virtual number!
Can I have more than one virtual number?
Yes. Each additional virtual number is 29.90₪ per month. You also have the option to select a different country (France, Belgium, the UK, Mexico…). Please be aware that the caller ID feature for the virtual number is only available for the USA and Canada phone numbers.
How can I set up an Internet account in Israel?
Annatel is an internet service provider that offers a unique combined Internet + Sapak package for home and office internet service, and 3G internet for handheld devices, with customer service and technical support in English. Click here for package prices.
We offer data only SIM cards for your tablet and iPad. Now you can have internet access wherever you go. For further details about the plans, click here
What is the benefit of a pre-paid SIM card?
Are you looking to avoid monthly bills? Are you a tourist? This plan is perfect for you. For 30 days you will have an unlimited plan including unlimited local and international calling, local SMS and data at one amazing price!
Can I use my pre-paid SIM card for more than 30 days?
Yes. Send us an email to support@annatel.us prior to the last day of service, provide us with your payment information, and we will renew your service, with the same phone number, for another 30 days at 149₪.
For how long is my pre-paid SIM valid for reactivation?
If your SIM card has not been used for 6 months, you will not be able to renew the service with the same phone number.
How will I get my SIM card?
Delivery to your address in Israel is via standard Israel post (included in the activation fee) and is expected to arrive with 5-7 business days. Shipping options to the USA are available.
What is the fastest way that I can get my SIM card?
We offer the choice of Express delivery in Israel for an additional 80₪. Express delivery has an expected arrival time of 3-5 business days.
You may also pick up the SIM card at our Talpiot, Jerusalem office or our Netanya store.

List of the 30 countries:

South Africa (state), Germany, Argentina, Australia, Austria, Belgium, Canada, Denmark, Spain, Greece, Hong Kong, Hungary, Ireland, Italy, Luxembourg Malta, Norway, New Zealand, Netherlands, Poland, Portugal, UK, Russia, Singapore, Sweden, Swiss, Turkey, Taiwan USA, Vatican.

Calls to these countries, when included in the package, are free only on landline numbers.