FREQUENTLY ASKED QUESTIONS

To make an outgoing call using OneSim VoIP, you need to be registered on a Wi-Fi network and have the OneSim VoIP app running on your phone. You should make the call using the OneSim VoIP app dial pad. To make a call the regular roaming way,you should make a call from your regular phone dial pad. 

NOTE: Regular roaming calling is NOT available on DataMax or DataMax eSIM cards. To use voice you will need to use the OneSim VoIP app

Before purchasing, please ensure you have verified that your device is unlocked and one of the supported devices. Installation is completed by using your phone to scan the QR code of the purchased eSIM.  You may scan the QR code by displaying it on the computer screen, another device, or a printed copy. You can also "scan" the QR code without needing a second device using the QR code we emailed to you. You can see instructions for this here:

Install eSIM without a second device for iPhone instructions

Install eSIM without a second device for Android instructions

If you’ve already purchased OneSimCard eSIM, you can see full installation instructions and access your QR code from the Recharge menu in your online account. Make sure eSIM is selected in the Select SIM Card drop down menu.

If you have not purchased your eSIM yet, learn more about international eSIM here.

The SIM card does not offer SMS service to short code numbers

Yes, in Europe the emergency number is 112. You can use 112 in Europe to report real emergencies to local authorities in the country of stay. The 3 digit number should be dialed directly without any additional digits in front of the number.

 

For DataMax and DataMax eSIM SIM cards, while there is no voice calling feature without the use of 1SIM VoIP, which doesn’t support emergency calling, most cell phones ALWAYS allow you to call emergency numbers, even without a SIM inserted into the phone. In Europe the emergency number is 112. You can use 112 in Europe to report real emergencies to local authorities in the country of stay. The 3 digit number should be dialed directly using the regular phone app (NOT the OneSim VoIP App) without any additional digits in front of the number.

We do not give refunds for airtime.

You may return an unused phone or OneSimCard SIM card within 30 days after our shipment of the item to you, provided you never placed a call to or from the mobile phone issued, all airtime is intact and the phone or OneSimCard SIM card is in new condition, in the original factory carton, including all packaging materials, inserts and manuals, warranty cards (not filled-out) and all related accessories. A 25% restocking fee will be applied, and shipping charges will not be refunded. Returned merchandise will not be accepted unless a Return Merchandise Authorization (an RMA) has been requested and issued by our Customer Support department. The RMA number must be clearly written on the outside of the box in order to be processed.

We will not refund airtime used on mis-dialed calls. If you are not sure how to dial a number in a specific country, please request support from customer service.

There are no refunds for sent SMS messages - either it was delivered to the recipient or not. Not all SMS messages can be or will be delivered.

We will not refund minutes used for calls to Customer Service. A call made to Customer Service will be billed at the same rate as a regular call made from the country in which you are located.

There will be no refunds for expired SIM Cards, even if, at the time of expiration, your SIM Card Account had a positive balance.

There will be no refunds for expired SIM Card Account balances should you fail to recharge your account with at least a $25 payment within ten (10) months of your preceding $25 recharge. 

There will be no refunds of your account balance if you terminate the Service.

There will be no charge to your prepaid account if you do not answer the call back. Contact OneSimCard Customer Support for more help.

 

All SIM types are valid for 1 year after the last billable use - phone call, sent SMS or data use.

The SIM balance for all types of OneSimCard SIMs is valid for 10 months after the last recharge. Each recharge extends the balance for the next 10 months period. If you do not recharge within the 10-month period, any remaining balance will be forfeited.

 

NOTE: For Physical 3-in-1 DataMax & DataMax eSIM SIM cards, if the SIM card has no balance, the SIM will expire and be removed from the account after 7 days, unless there is a data package currently active on the SIM (not a future activation). If there is no balance on the SIM and the active data package expires, the SIM will expire 7 days following the expiration of the active data package. Additionally, if a data package is purchased, and set for future activation, the inactive data package will expire after 6 months from the date of purchase.

 

An expired SIM can be restored for a $10.00 restoration fee plus a recharge of at least $25.00.

 

There are no monthly fees or connection charges for using OneSimCard international cell phone service.

If you order an optional Personal Extra Number (PEN), there is a small periodic fee to keep the PEN active based on how you choose to be billed (from $1.67 per month). There is also an additional charge to receive a call through any Extra Number. View our Rates & Coverage page and click on any country to view our available Extra Numbers and associated costs.