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?

Yes! You can now subscribe to a discount call plan for Europe (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 $0.59/min, a 15 minute call to the U.S. will now cost $4.65 instead of $8.85!

PLEASE NOTE: If you activate the discount call plan, the special rate to make OneSimCard-to-OneSimCard calls and to call the voicemail system will not be available. 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.

Example 2: a OneSimCard user in Brazil calls a OneSimCard user in Russia, the cost will be $0.95/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! 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 per package zone.

Discount SMS package for Europe rate is $0.15 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 rate is $0.15 per message. (Available with Plus SIM version only)

Discount SMS package Thailand 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. 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.


5. 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.

There are 6 Data Packages available:

 

Package #

Package Duration 

Package Size

Package Cost

#1

Daily -1 day

10 MB

1.50

#2

Daily - 1 day

50 MB

7.50

#3

Weekly -7 days

100 MB

15.00

#4

Monthly - 30 days

250 MB

35.00

#5

Monthly - 30 days

500 MB

65.00

#8

Monthly - 30 days

1000 MB

125.00

 

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 Russia and few other countries:

Aland Islands, Austria, Azores, Belgium, Bulgaria, Canary Islands, 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.
  • If this is your first data session and you have not already used up the "free 5 MB of data in Europe" promotion and activate the monthly data package, you will first receive the free 5MB before the monthly data package becomes available.
  • Data will be charged in 100kB increments instead of the usual 10kB increments.

 SPECIAL OFFER! All new OneSimCard Plus customers get the first 5MB of data usage FREE in most of Europe through the end of 2015! Offer is valid for all new and current customers who have not already received their 5MB of free data and is not available on the Data & Roam SIM. Free data will be charged in 100kB increments instead of the usual 10kB increments. For Android phones, you may need to reboot your phone after the free 5MB data is used up. The full list of applicable countries is as follows: Austria, Azores, Belgium, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Turkey, U.K. and Vatican City.

OneSimCard Data & Roam

 

OneSimCard Data & Roam offers 5 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 is1000 MB, while the maximum monthly data allowance in the “Standard Data Allowance” countries is 500 MB. All 5 types of Data Packages are available in all countries where the datapackages are offered. Please review the table below:

 

There are daily, weekly, 14 days and 30 days packages.

Package #

Package Duration

Advantages Data Allowance Countries

Standard Data Allowance Countries

Cost

#1

       Daily - 1 day

50 MB

25 MB

$7.50

#2

Weekly – 7 days

200 MB

100MB

$25.00

#3

2 Weeks – 14 days

300 MB

150 MB

$39.00

#4

Monthly – 30 days

400 MB

200 MB

$49.00

#5

Monthly – 30 days

1000 MB

500 MB

$99.90

 

 

 

 

 

 

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, 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, Ukraine, 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

 


6. 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.


7. 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.


8. 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.


9. OneSimCard General Service Questions

Can I keep receiving calls made to my regular cell phone or landline numbers while traveling abroad?

Yes, you can easily forward calls from your regular cell phone number, home phone, office, etc. to your OneSimCard phone while you're abroad!

Your OneSimCard international SIM card comes with both a European and U.S. number. To forward your regular U.S. numbers to the SIM, just set them to forward to the U.S. number that's included with your SIM card.

You can also order unlimited Personal Extra Numbers (PEN) - Local or Toll Free - in many different countries, including USA, Canada, UK, France, Italy and Spain. For example, if you work or live in the UK and want to keep receiving calls made to your regular UK numbers, just add a UK PEN to your SIM card and set up call forwarding to that new number.

Calls received through a PEN will be charged an additional 20c/min to the incoming rate of the country you are in. The exception is calls received through a UK-Mobile PEN which is only charged an additional 25c per call.

Please Note: Your subscription to a Personal Extra Number starts the moment your order is shipped. If you do not need your PEN to be active right away, you can always wait and order a PEN later at any time by logging in to your account.

Different carriers use different ways of programming call forwarding. Below are instructions to setup call forwarding with various US wireless carriers. We urge you to test the call forwarding a few days prior to your trip, and to call your US wireless carrier for assistance if needed.

Alltel, Sprint PCS, Verizon Wireless, Nextel, Cricket Wireless

To activate Call Forwarding:

  1. Press *72 on your cellular phone.
  2. Enter your ten-digit Second Personal OneSimCard phone number (area code + telephone number).
  3. Press OK/Send (a tone will confirm that Call Forwarding is active).
* is a star character located on the keypad

To deactivate Call Forwarding:

  1. Enter *720 on your cellular phone.
  2. Press OK/Send (a tone will confirm the deactivation).

T-Mobile and AT&T Wireless GSM phones

To activate Call Forwarding:

  1. Press *21* on your cellular phone.
  2. Enter your ten-digit Second Personal OneSimCard phone number (area code + telephone number) followed by the # key.

To deactivate Call Forwarding:

  1. Enter #21# on your cellular phone.
  2. Press OK/Send.

Please note that Sprint and Nextel may charge an extra 20c/min on forwarded calls.


10. OneSim VoIP

I can make calls through OneSim VoIP but incoming calls are going through the standard 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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