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11. Rates and Cost Questions
    • What is your Return/Refund policy?

      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 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 Authorization (an RA) has been requested and issued by our Customer Support department. The RA 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.

12. How To Use Questions
    • How do I check my OneSimCard balance?

      Just dial 099 "Send" from your OneSimCard phone and in few minutes the balance will be displayed on the screen of your phone. Customers with iPhones can use OneSimCard Assist app to check balances and many other things. Customers with Android phones can use OneSimCard Direct app for this.

      You can always check your current balance by logging onto your OneSimCard account at www.onesimcard.com.
13. OneSim VoIP
    • Can I used OneSim VoIP over the Internet Data offered by OneSimCard SIM? Will it save me anything?

      In countries where the cost of using mobile Internet Data is below 20 c/MB, the cost of using SIM VoIP over the data is comparable or smaller than the actual calling rate from the country.
      As a rule ot thumb, the SIM VoIP will use 1MB /Min of talk time. So if the cost of Data in the country is 10 c/MB, then 1 minute SIM VoIP call will cost you 12 cent /minute. You need to have a 3G connection in order for SIM VoIP to work this way.
14. Troubleshooting Questions
    • When I dial following your instructions it does not work. What's wrong?

      This answer applies to SIM cards purchased before January 1, 2017.

      Some phones, such as Samsung, some Motorola, Android and Apple iPhones, require special dialing instructions or simple OneSimCard settings menu changes in order to make calls.

      It is possible to make almost any phone entirely compatible, so you can call directly without using the OneSimCard menu or *146* by following these simple programming instructions below.

      How to activate compatibility mode:

        1. Locate OneSimCard Menu.

       On iPhones it is called SIM Applications menu and is located under Settings- Phone menu

               On Androids it is called SIM Toolkit app or OneSimCard app and it looks like one of the apps.

         

      1. Open "OneSimCard" menu ( SIM Applications, SIM Toolkit, STK)
      2. Select "Settings
        Newer SIM Cards: Select Service Code option and follow instructions below:
        Older SIM Cards: After selecting Settings:
        1. Agree with message by pressing "Yes"
        2. Dial digits "1101" and select "OK" (Screen will show "CC OptionX: ON" message)

          Bear in mind that if you have powered your telephone down, and have removed and reinstalled the battery, you will need to follow the programming steps outlined above, again.

          If for any reason after entering compatibily code, you still do not get a ringback or you get the ringback the first time you make a call, but second time it would not work, please enter code 802 into the Service Code window instead of 1101 as provided above.

           

          Please bear in mind that Android phones can use OneSimCard Direct App available free for download from Google Play.  Using this app takes care of the Android phones compatibility issues, allows to remove the callback ring (Android OS version 5 or below) and also will automatically correct mis-dialed phone calls in most cases. iPhone users can download OneSimCard Assist App from iTunes that will do the same, except for removing the ringback.


          For example, calling to USA: Dial *146*0016175551212# and press the TALK (or SEND) button

          * is a star character located on the keypad
          • To check your balance dial  *146*099# and press the TALK (or SEND) button
          • To add funds dial *146*098XXXX*ZZ# and press the TALK (or SEND) button,
            where XXXX - 4 last digit of your credit card on file, ZZ - Recharge amount
          • You need to press * on your phone in the above dialing sequences
          • Activation of voice mail *146*091# and press the TALK (or SEND) button
          • Deactivation of voice mail *146*090# and press the TALK (or SEND) button
          • Check number of messages in Voice Mail *146*094# and press the TALK (or SEND) button
          • To listen to voice mail *146*095# and press the TALK (or SEND) button

          The sequence *146* and # at the end can be used from any phone. However, most phones do not require it.

          We strongly recommend you to watch very short video tutorials that will help you to understand how to make calls, SMS and data on your OneSimCard Phone.


          These videos are available in the Help Menu of your OneSimCard Portal. You need to log in to your OneSimCard account first and then proceed to the Help Menu to be able to access these videos.
          Again, this troubleshooting advice might be needed only for older SIM cards.

           

           

      15. How To Use Questions
        • How do I make a call using OneSimCard global cell phone service?

          To make a call:
          • Dial 00-CountryCode-AreaCode-Number and press the TALK/SEND button.
            Example: To call OneSimCard Support in the USA you would dial 00 1 617 3138888 and press TALK/SEND.
          With Europe & More SIM that does not use the callback to make a call, you will just get connected.

          With OneSimCard Plus SIM or Expedition (formerly Data & Roam) SIM:

          After pressing the TALK/SEND button you will see a variable message on the screen (for example 'Wait for call') which you can ignore and your phone will ring back in a few seconds. Answer this ring as you normally would answer any incoming call. Your call will then be connected.

          If you are unsure about how to properly dial an international number, follow this link for detailed country by country dialing instructions.
      16. How To Use Questions
        • Can I use a OneSimCard phone to send an SMS message?

          Of course you can! Simply send and receive SMS texts according to your phone's user manual or from the OneSimCard Menu. Receiving SMS is always free. Sending an SMS (text message) is 15-59 cents depending on the country.

          SMS messages sent to a OneSimCard phone should always be sent to the main OneSimCard mobile number rather than to an optional Extra Number, with the exception of new SMS enabled numbers in USA and Canada available since Jun 3rd, 2014. When replying from OneSimCard phone to the SMS received on USA or Canada SMS capable PEN, the main number of the SIM that starts with 372 will be displayed on the text receiver phone.


          You can also send a free SMS message to any OneSimCard customer from our web site or by sending email to 372XXXXXXXX@sms.onesimcard.com, where 372XXXXXXXX is the OneSimCard primary mobile phone number. The maximum number of daily SMS sent to the SIM over email or web is 25.

          Please bear in mind that message should be sent in English characters. In addition, it should not be longer than 160 characters including spaces.

          These 2 options of sending SMS by email provide completely free way of communicating, as it is usually free for you to send the email and costs nothing for the OneSimCard customer to receive a text message.

      17. How To Use Questions
        • There is no OneSimCard Menu (SIM Toolkit) in my Android phone. How can I fix this?

          Some recent Android upgrades to versions 4.2.1 and 4.2.2 have a bug causing the OneSimCard Menu, labeled as SIM Toolkit, to be disabled.

          If you do not see the SIM Toolkit app in your Android phone, please try doing the following:

          Go to Settings>Security>Setup SIM Card Lock>Lock SIM Card. It will ask for the default SIM PIN. Enter 0000. Power off the phone and turn it back on. The SIM Toolkit app will then become available, though it might take 1-2 minutes for the phone to display it.

          On Android version 5.1 go to Settings > SIM Cards > SIM Toolkit

          Once you have access to the SIM Toolkit, select it, scroll down to Settings, enter 1101 and press confirm. Your phone will now be able to dial normally.

      18. How To Use Questions
        • How do I prevent the service from expiring?

          The OneSimCard phone number has no expiration, provided you made at least 1 call or send SMS once every two years.

          However, the funds on the SIM expire 10 months after your last recharge. The minimum recharge amount is $25. You can keep the balance from expiring by simply recharging at least once every 10 months. If you let your balance expire, then all you need to do to get the service up and running again is to log in and add funds to your SIM card. Automatic recharge will be canceled if you let your funds expire.

      19. Ordering Questions
        • Can I upgrade my Standard SIM to a Universal SIM or my regular size SIM to a micro or nano SIM?

          Yes. If you would like to upgrade your Standard version SIM card to a Universal SIM card, or upgrade a regular size SIM card to a micro-SIM card (for example, to use in an iPhone 4/4S) then place your order online by selecting the product option on our Mobile Accessories page here. In the shopping cart you will be able to select your upgrade and number transfer options.

      20. OneSimCard General Service Questions
        • What phone numbers are included on the global SIM card?

          Starting April 19th, 2016, our OneSimCard international SIM card comes with two phone numbers: European (Estonia) and U.S. numbers. For Canada Customers it is European and Canadian numbers. For Australian customers it is European and Australia numbers and for UK customers it is Estonia and UK Mobile numbers.

          The primary European number is based in Estonia (country code +372). Estonia is a member of the European Union and one of the most high-tech and entrepreneurial societies in the world, especially when it comes to telecommunications. The world-famous program Skype was invented by Estonian developers.

          The Free 30 days U.S., Canada, Australia and UK numbers are randomly assigned and you can choose to assign the number when you activate your SIM card or at a later date. Once your free PEN is assigned, it will be active for 30 days unless renewed monthly or yearly for a small cost. If instead you would like to choose your own U.S. or Canada, Australia or UK area code or a Toll Free number, you can order this separately.

          You can order an unlimited number of Personal Extra Numbers (PEN) in many countries including:


          Algeria* (+213)
          Argentina (+54)
          Australia (+61)
          Austria (+43)
          Bahrain (+973)
          Belgium (+32)
          Brazil (+55)
          Bulgaria (+359)
          Canada (+1)
          Chile (+56)
          Colombia (+57)
          Costa Rica ( +506)
          Croatia* (+385)
          Cyprus (+357)
          Czech Republic (+420)
          Denmark* (+45)
          Dominican Republic (+1809)
          Egypt* (+20)
          El Salvador (503)
          Finland (+358)
          France (+33)
          Georgia* (+995)
          Germany* (+49)
          Greece (+30)
          Guatemala ( (+502)
          Hong Kong (+852)
          Hungary* (+36)
          Iceland (+354)
          Ireland* (+353)
          Israel (+972)
          Italy (+39)
          Japan (+81)
          Latvia (+371)
          Lithuania (+370)
          Luxemburg (+352)
          Malaysia (+60)
          Malta (+356)
          Mexico (+52)
          Morocco* (+212)
          Netherlands (+31)

          New Zealand (+64)
          Nigeria (+234)
          Norway* (+47)
          Panama (+507)
          Peru (+51)
          Poland (+48)
          Portugal (+351)
          Puerto Rico (+1787)
          Romania (+40)
          Russia* (+7)
          Singapore* (+65)
          Slovakia (+421)
          Slovenia (+386)
          South Africa (+27)
          South Korea* (+82)
          Spain (+34)
          Sweden (+46)
          Switzerland (+41)
          Thailand* (+66)
          Turkey* (+90)
          UK (+44)
          Venezuela (+58)
          USA (+1)

          * Indicates countries where local government regulations require proof of residency to purchase a PEN. PENs in these countries can be ordered for 6 and 12 month periods; PENs in all other countries are available for 1 month or longer.


          Have phone numbers in as many as 61 different countries on one SIM card! You can also set your Caller ID to display a Personal Extra Number instead of your primary European number.

          You can view a complete list of available numbers  here 

          PLEASE NOTE: There is an additional charge of 20c/min to receive calls on your U.S. number or other PEN (except for a UK-Mobile PEN which only adds 25c per call). All SMS text messages must be sent to your primary European number, except for USA and Canada SMS Enabled PENs. Receiving SMS on USA or Canada SMS Enabled PENs costs $0.09 per SMS.

          Free US and Canada PENs issued before December 8th 2014 will not accept text message. They could be used only for voice calls.


          Starting June 3rd 2015, OneSimCard offers new USA and Canada PENs capable of receiving SMS. These PENs can be ordered separately and carry a charge of 9 cent per received SMS.

          Starting January 1st 2018, OneSimCard offers special new USA - SMS for Bank verifications PENs. These USA and Canada PENs are capable of receiving SMS from most US and Canada financial institutions -most banks, Paypal, credit cards etc, as well as some apps like Uber ( but not from Whatsap).  These numbers are also SIM VOIP capable and will work as a regular US PEN for incoming calls and SMS. SMS received on such PENs can be configured so the copy of the text is always forwarded to an email of your choice. This means that you can receive these Bank, Apps and Institutions SMS not only when you travel but any time by email too. Bank Verifcations PENs are ordered separately. You can learn more about these special numbers here.

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