FREQUENTLY ASKED QUESTIONS

We are here to help you get answers to your questions about OneSimCard phones and services.

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1. OneSimCard General Service Questions

Are there any discount call (voice) plans available for Europe?

Minute Buckets - Discount B

Beginning May 1st, 2015 OneSimCard Plus SIM will offer two additional voice discount packages – “Minute Buckets.”

The Minute Buckets are available for both Standard and Plus SIM cards and offer calling  from 130 countries to United States and Canada at deeply discounted rates. There are three packages available:

Junior      Minute Bucket - 200 minutes for 7 days

Standard Minute Bucket - 400 minutes for 14 days

Max        Minute Bucket -  900 minutes for 30 days.

The Minute Bucket minutes will be usable in all countries where the package is available.

The following additional rules govern Minute Bucket purchases:

  • Only one package can be activated at a time.
  • Additional buckets could be ordered consecutively.
  • If one of the Minute Buckets is purchased, any other activated voice packages or discounts will be deactivated.
  • Calls to Customer Support will be deducted from the Minute Bucket package minutes.
  • Calls between OneSimCard phones and  calls to the user’s Voicemail are not included in the Minute Bucket packages.
  • After the time period of the Minute Bucket package has expired, any remaining minutes will be lost.
  • Once the bucket is used up, the billing will revert to standard calling rates.
  • Bucket Minutes are used for outgoing calls only. Incoming calls on the main 372 number of the SIM are free and unlimited.
To see countries where the Minute Buckets apply, go to the Rates and Coverage page and select From and To Country and the Plus SIM type in the pull-down menu.
Example: Click Here



Voice Calls Discount - Discount A

 

Yes! You can now subscribe to a discount call plan for Europe with OneSimCard Plus SIM (see country list below) and Turkey for just $3.99! Subscription is good for 30 days and will not automatically renew.

Once the discount plan is activated, you will be able to make calls from the countries below for only $0.29/min starting with the second minute! The first minute will be charged at the regular outgoing call rate:

Austria, Azores, Belgium, Canary Islands, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guernsey, Hungary, Isle of Man, Italy, Jersey, Latvia, Lithuania, Netherlands, Norway, Poland, Portugal, Slovakia, Spain, Sweden, Turkey and U.K.

For example, in Spain where our regular outgoing call rate is $0.49/min, a 15 minute call to the U.S. will now cost $4.55 instead of $7.35!

PLEASE NOTE: If you activate the discount A call plan, the special rate to make OneSimCard-to-OneSimCard calls and to call the voicemail system will not be available. Activation of this discount plan will also cancel the Discount B - Bucket of Minutes to USA and Canada. You will be charged for those calls according to the discount call plan rate. Discount rate not applicable for calls to Customer Support. Calling to some countries costs extra. Please consult our rates page for more details.

The discount voice subscription can be activated online by logging in to your account or by sending a command from your phone.

  • From your online account: Log in, go to the 'My Sim Cards' menu and scroll down to the Discount Plans section to activate the subscription. Once activated, your account will display when the discount rate is set to expire.

  • From your handset: To activate, simply dial *146*931# and press Send. If successful, you will see the following message on your screen: Discount Voice price activated. To check how many days remain on your subscription, dial *146*932# and press Send. The expiration date will also be displayed online in your 'My SIM Cards' menu. To deactivate discount call feature dial *146*930*1#. Deactivation of the feature will not cause the cost of the discount package to be refunded. This feature is needed when you make more calls between two OneSimCard phones than calling to any other places.


2. Rates and Cost Questions

What is the cost to make calls from a OneSimCard phone to another OneSimCard phone?

It depends on the country you're in when making the call. In many countries there is a special low rate of just $0.25/min to call another OneSimCard phone (only when dialing the other OneSimCard user's primary mobile number, not a Personal Extra Number). In other countries your cost will be our standard low outgoing call rate from that country.

Example 1: two OneSimCard users are in Italy and one calls the other, the cost will be $0.25/min for the caller and free for the receiver.


Visit our Rates & Coverage page and choose any country to view its current rates. Use the dropdown menus to see rates for calling to/from other countries.

PLEASE NOTE: If you activate a discount call plan, the special rate to make OneSimCard-to-OneSimCard calls will not be available. You will be charged for those calls according to the discount call plan rate.


3. OneSimCard General Service Questions

Are there any discount SMS text message plans available in Europe or other countries?

Discount SMS from Europe and many other countries is now available with OneSimCard Plus SIM! When activated, this new feature provides a discount rate for classic SMS messages (i.e. messages sent from the normal SMS menu of your phone NOT from the OneSimCard 'Travel SMS' menu) sent from Europe to a phone number in any country in the world. Discount SMS rate will be effective for 100 calendar days after activation. The cost of the activation is a one-time charge of $0.99. 

Plus SIM Discount SMS package for Europe rate is $0.10 per message and includes Austria, Azores, Belgium, Bulgaria, Canary Islands, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Martinique, Netherlands, Norway, Poland, Portugal, Reunion Island, Romania, San Marino, Slovakia, Slovenia, Spain, St. Barts, St. Martin (French), Sweden, United Kingdom.

Discount SMS package Turkey rate is $0.25 per message.

Discount SMS package Russia rate is $0.15 per message.

Discount SMS package China and USA rate is $0.15 per message

Discount SMS package Thailand and Ukraine rate is $0.25 per message.

NOTE: These all discounts are activated as a single 99 cent package.

The discount SMS packages can be activated by logging in to your online account or by sending a command from your phone.

  • From your online account: Log in, go to the 'My Sim Cards' menu and scroll down to the Discount Plans section to activate the subscription. Once activated, your account will display when the discount rate is set to expire.
  • From OneSimCard Direct or OneSimCard Assist App on Androids or iPhones.
  • While using this new discount SMS feature no other rates will be affected.


4. Rates and Cost Questions

Does calling to a mobile phone cost more than calling to a land line?

No, it does not cost more to dial an international mobile number using OneSimCard service. You will receive the same very low per minute rate whether calling to a mobile phone or to a land line.

You can find all rates listed on our Rates & Coverage page.


5. Troubleshooting Questions

I am traveling in Saudi Arabia and can receive calls, but I can't make an outgoing call. What should I do?

Local carriers in Saudi Arabia sometimes block standard OneSimCard outgoing calls. If this happens you need to either (a) enter a compatibility code into the settings of your phone or (b) initiate your call by sending an SMS message from the regular SMS menu (not the OneSimCard menu) of your phone.

How To Activate Compatibility Mode:

  1. Open "OneSimCard" menu
  2. Select "Settings"
  3. Agree with message by pressing "Yes"
  4. Dial digits "802" and select "OK" (screen will show message "output channel is SMS")

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

How To Deactivate Compatibility Mode:

  1. Open "OneSimCard" menu
  2. Select "Settings"
  3. Agree with message by pressing "Yes"
  4. Dial digits "801" and select "OK" (screen will show message "output channel is USSD")

How To Dial Without Activating Compatibility Mode:

Initiate your call by sending an SMS message from the regular SMS menu (not the OneSimCard menu) of your phone.

To: 9146
Message: 00 + Country Code + Number + 
* is a star character located on the keypad

For example, to call from Saudi Arabia to Boston USA you should go to the SMS menu of the phone and send a message:

To: 9146
Message: 0018574440686
After your SMS is sent wait 3-10 seconds. You will get a callback as usual and your call will be connected to the destination number.

Note 1: You can't send this SMS from the SMS OneSimCard menu of the phone.

Note 2: If you see on the screen that the message has not been sent, make sure that SMS settings of your phone is complete and the SMS Center number is set to: +3725099000

 

There are no special instructions to receive calls in these countries.


6. OneSimCard General Service Questions

What Is the Difference Between "Direct Dial" and "Callback Dial" calling?

Direct Dial calling allows the caller to enter the international  call prefix, country calling code and telephone number and then be directly connected to the person they are calling. This is how you dial when using your regular mobile service. Direct Dial Calling is standard on the OneSimCard Europe & More.

Callback calling also allows the caller to enter the international  call prefix, country calling code and telephone number. After the called number is entered, the user immediately receives an incoming call connecting the user to person called. Callback is very simple to use and allows for low cost calling on the OneSimCard Plus and OneSimCard Data & Roam. Callback does not increase the connection time. It is the same as with Direct Dial. Usage of the OneSimCard Direct mobile app hides the callback. 


7. OneSimCard General Service Questions

Can I forward calls from my OneSimCard phone to another number?

Yes. Your OneSimCard mobile number can be forwarded to almost any other number around the world! It's 100% free to forward your OneSimCard phone number to many countries, including to U.S. or Canadian numbers. Forwarding to some countries, as well as to satellite phones, will carry a forwarding charge as listed in the Rates & Coverage page on OneSimCard.com. There are a few exceptions where calls can not be forwarded to certain numbers.

To enable/disable call forwarding from your online account:

Log in at OneSimCard.com and go to the My SIM Cards menu. Select your SIM card number and enable/disable Call Forwarding on this screen.

To enable/disable call forwarding from your phone:

Dial *146*081*XXXXXXXXXXXXX# and press Send/Talk (where XXXXXXXXXXXXX is the forward-to number in international format: 00+countrycode+number)

Newer SIM cards use *81* instead of *081*

Example: to forward to U.S. number 1-617-555-1212, dial *146*081*0016175551212# and press Send/Talk.

If you get an "Unkown Format?" message, dial *146*81*0016175551212#

To disable call forwarding, dial *146*080# and press Send/Talk. If you get an "Unknown Format?" message dial *146*80# and press Send/Talk.


8. How To Use Questions

Can I be notified of missed calls when my phone is off or outside of a coverage area?

Yes, you will receive SMS or email notifications when you miss a call due to your phone being off or out of coverage. SMS notifications are sent when the phone is unavailable for a period up to 4 hours. Email notifications are sent, regardless of the time period, to the email address you have entered into your online voicemail profile. Notifications will be sent when you make/receive a call or enter a new roaming country. NOTE: if the caller leaves a voicemail message then you will not receive this extra missed call notification.


9. OneSimCard General Service Questions

Are there any mobile Internet GPRS/3G data packages?

 

 

Yes! We do offer data packages on both OneSimCard Plus and Data & Roam SIM cards.

 

OneSimCard Plus

 

For OneSimCard Plus we currently offer Monthly, Weekly and Daily Data Package for most European countries plus some other countries.

As of 07/22/2015 there are  5 Data Packages available:

 

Package #

Package Duration 

Package Size

Package Cost

 

 

 

 

#2

Daily - 1 day

50 MB

5.50

#3

Weekly -7 days

150 MB

15.00

#4

Two Weeks - 30 days

250 MB

25.00

#5

Monthly - 30 days

500 MB

45.00

#8

Monthly - 30 days

2000 MB

99.00

 

If the data package is entirely consumed within the package time period, a new Data Package can be purchased again immediately. 

These packages mostly cover EU countries plus China,  Russia and few other countries:

Aland Islands, Austria, Azores, Belgium, Bulgaria, Canary Islands, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guadeloupe, Guernsey, Hungary, Iceland, Isle of Man, Ireland, Italy, Jersey, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Slovakia, Slovenia, Spain, St. Barth, St. Martin ( French), Svalbard, Sweden, UK and Vatican City.

You can also schedule a Data Package for Plus SIM to activate on a future date, as well as set up automatic extension of the Data Package.

To activate a Data Package, log in to your OneSimCard account and go to the My SIM Cards menu. Scroll down to the Discount Package section, select the package and click Activate. The cost of the package will be deducted from the SIM card balance. If there is not enough money on the SIM, you will need to add funds before you will be able to activate the package.

PLEASE NOTE:

  • Once you activate a Data Package, the amount charged is not refundable.
  • Data not used during package period will be lost.
  • After the Data Package expires, i.e. the time period ends or you exhaust your data allotment, you will be charged the Pay As You Go ( PAYG)  rate in that country unless you activate a new Data Package.
  • Data will be charged in 100kB increments instead of the usual 10kB increments.

 

OneSimCard Data & Roam

 

OneSimCard Data & Roam offers 4 Data Packages which are available in most European countries plus many other countries. The DataPackages are based on the length of time the package will be available. There are two sets of countries where data packages are offered. The “Advantage Data Allowance” countries have a data allowance twice as large as the “Standard Data Allowance” countries. The maximum monthly data allowance in the “Advantages Data Allowance” countries is 2000 MB, while the maximum monthly data allowance in the “Standard Data Allowance” countries is 1000 MB. All 4 types of Data Packages are available in all countries where the data packages are offered. Please review the table below:

 

There are 14 days and 30 days packages.

Package #

Package Duration

Advantage Data Allowance Countries

Standard Data Allowance Countries

Cost

#1

  2 Weeks – 14 days

250 MB

125 MB

$25.00

#2

2 Weeks – 14 days

500 MB

250 MB

$45.00

#3

Monthly – 30 days

1000 MB

500 MB

$75.00

#4

Monthly – 30 days

2000 MB

1000 MB

$99.00

 

OneSimCard Data & Roam package utilization rules:

Once a Data Package has been activated you will not be able to purchase an additional Data Package until the time duration of the original  package has expired. If you utilize your data allowance prior to the expiration of the data package, you will be switched to per MB billing at the rate shown on the Rates and Coverage page, called Pay As You Go ( PAYG).  You will get an SMS notification when the data package has expired and you are switched to PAYG billing. If you are planning to use much data it is better to order a larger Data Package.

The Advantage Data Allowance countries are:

Aland Islands,  Armenia, Austria, Azores, Belgium, Bulgaria, Canada, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Georgia, Greece, Hong Kong, Hungary, Iceland, Ireland, Italy, Kazakhstan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Russia, Slovakia, Slovenia, Spain, Svalbard, Sweden, Tajikistan, Turkey, Ukraine, United Arab Emirates, United Kingdom,  Uzbekistan, Vatican City.

 

The Standard Data Allowance countries are:

Albania, Australia, Azerbaijan, Belarus, Chile, China, Egypt, Ghana,  India, Indonesia, Israel,  Mexico,  Montenegro, New Zealand, Philippines, Saudi Arabia, Serbia, Singapore, South Africa, South Korea, Sri Lanka, Switzerland, Taiwan, Thailand, USA.

To activate a Data Package, log in to your OneSimCard account and go to the My SIM Cards menu. Scroll down to the Discount Package Section, select the package and click Activate. The cost of the package will be deducted from the SIM card balance. If there is not enough money on the SIM, you will need to add funds before you will be able to activate the package.

PLEASE NOTE:

  • Once you activate any Data Package, the amount charged is not refundable.
  • Data not being used up during the package period will be lost. Any Turbo Package Data unused by this time, will be lost too.
  • After the Data Package expires, i.e. the time period ends or you use up your data allotment, you will be charged the standard data rate in that country unless you activate a new Data Package.
  • Data will be charged in 100kB increments instead of the usual 1 or 10kB increments.

 

Standard data rates ( Pay As You Go - PAYG) are located (where available) in the roaming network table for each country here.

Data & Roam SIM allows to check the status of the package and activate new data package directly from the OneSImCard Mobile Phone at http://onesimcard.data

 

 

   OneSimCard Europe & More

 

OneSimCard Europe & More offers 5 Data Packages. The Data Packages are based on the length of time the package will be available. There are two sets of countries where data packages are offered. 

 

The “Advantage Data Allowance” countries have a data allowance twice as large as the “Standard Data Allowance” countries. The maximum monthly data allowance in the “Advantages Data Allowance” countries is 2000 MB, while the maximum monthly data allowance in the “Standard Data Allowance” countries is 1000 MB.

All 4 types of Data Packages are available in all countries where the data packages are offered. Please review the table below:

 

There are 14 days and 30 days packages.

Package #

Package Duration

Advantage Data Allowance Countries

Standard Data Allowance Countries

Cost

#1

  2 Weeks – 14 days

250 MB

125 MB

$25.00

#2

2 Weeks – 14 days

500 MB

250 MB

$45.00

#3

Monthly – 30 days

1000 MB

500 MB

$75.00

#4

Monthly – 30 days

2000 MB

1000 MB

$99.00

 

OneSimCard Europe & More package utilization rules:

Once a Data Package has been activated you will not be able to purchase an additional Data Package until the time duration of the original  package has expired. If you use up your data allowance prior to the expiration of the data package, you will be switched to per MB billing at the rate shown on the Rates and Coverage page, called Pay As You Go ( PAYG).  You will get an SMS notification when the data package has expired and you are switched to PAYG billing. If you are planning to use much data it is better to order a larger Data Package.

The Advantage Data Allowance countries are:

Armenia, Austria, Belgium, Bulgaria, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar,  Greece, Hungary, Iceland, Ireland, Italy, Kazakhstan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Slovakia, Slovenia, Spain, Sweden, Ukarine, United Kingdom and Vatican City.

 

The Standard Data Allowance countries are:

Switzerland and the USA.

To activate a Data Package, log in to your OneSimCard account and go to the My SIM Cards menu. Scroll down to the Discount Package Section, select the package and click Activate. The cost of the package will be deducted from the SIM card balance. If there is not enough money on the SIM, you will need to add funds before you will be able to activate the package.

PLEASE NOTE:

Once you activate any Data Package, the amount charged is not refundable.

Data not being used up during the package period will be lost.

After the Data Package expires, i.e. the time period ends or you use up your data allotment, you will be charged the standard data rate in that country unless you activate a new Data Package.

Data will be charged in 100kB increments.

 


10. OneSim VoIP

I can make calls through OneSim VoIP. However incoming calls are going through my roaming SIM. What's wrong?

If your incoming calls are not being routed through the OneSim VoIP app then you are either not connected to Wi-Fi or the OneSim VoIP app is not active.

Please make sure to check your phone's sleep settings, as they are usually preset to have Wi-Fi turn off when the phone enters sleep mode. To prevent this and to keep OneSim VoIP active for incoming calls, find the settings in your phone and set it so Wi-Fi does not turn off when the phone enters sleep mode.

Note: if the OneSim VoIP logo on the top of your phone display is gray then you will not be able to receive calls through the application. When the logo is yellow that means you are connected and can receive calls through OneSim VoIP.


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