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91. Rates and Cost Questions
    • How should I call to get help from an interpreter for foreign language translation?

      The new OneSimCard Global Concierge Service offers a full suite of services available 24/7/365, including foreign language translation services for over 90 languages. The service is available to you any time you need help of a professional interpreter. Just dial +372991 or 00372991 from your phone and ask for the interpreter service.


      Languages available for translation: Afrikaans, Ambonese, Arabic, Armenian, Bahasa Indonesia, Bahasa Melayu, Balinese, Bataknese, Bengali, Betawi, Bulgarian, Burmese, Cantonese, Chinyanja, Creole, Croatian, Czech, Damara, Danish, Dutch, English, Farsi, Finnish, Flemish, French, Gaelic, German, Greek, Gujarati, Hainanese, Hakin, Hebrew, Herero, Hindi, Hokkien, Hungarian, Ilonggo, Italian, Japanese, Javanese, Kalanga, Kazakh, Khmer, Korean, Kurdis, Macedonian, Manadonese, Mandarin Chinese, Manipuri, Marathi, Mongolian, Nama, Ndebele, Nepali, North Sotho, Norwegian, Oriya, Oshiwambo, Padangnese, Palembangnese, Polish, Portuguese, Punjabi, Romanian, Russian, Samoan, Serbian, Serbo-Croatian, Seswati, Setswana, Slovak, Slovenian, Southern Sotho, Spanish, Sudanese, Swedish, Swiss German, Tagalog, Taiwanese, Tamil, Telugu, Teochew, Thai, Torajanese, Tsonga, Tswana, Turkish, Ukrainian, Urdu, Venda, Vietnamese, Xhosa and Zulu.

92. 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.

93. OneSimCard General Service Questions
    • Is there a nano-SIM version available for my iPhones or other phones?

      Yes! Just select "nano size" or buy a 3-in-1 SIM that contains all 3 sim sizes during checkout.

94. 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 are available with OneSimCard Universal, OneSimCard Plus, Expedition (formerly Data & Roam) and Europe & More SIM cards.

      Discount SMS 100 Plan

      When activated, this plan provides 100 free classic SMS messages sent from Europe to any number in any country in the world. Messages should be sent from the normal SMS menu of your phone and NOT from the OneSimCard 'Travel SMS' menu. SMS plan will be effective for 30 calendar days after the activation took place. The plan can be activated from your OneSimCard web account. Activation cost is 10.00 USD.  

      New SMS plans are available in following countries:
      Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Martinique, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, United Kingdom and Vatican City.

      To check how many days and SMS messages are left, dial *146*922*1#
      Screen will show the following message: "SMS package active for X day(s) more, You have already used X of XX free SMS"

95. OneSimCard General Service Questions
    • How do I know if my phone is locked or unlocked?

      To determine if your phone is locked, if you haven't already purchased a OneSimCard international SIM card then call your wireless provider. If you have already purchased from us then insert the OneSimCard SIM card. If you get any of the following messages on your screen after entering the pin then your phone is locked:

      • Insert SIM
      • SIM not valid
      • SIM Card Not Accepted
      • Enter Restriction Code
      • Enter Special Code
      • Enter Subsidy Code
      • Enter Subsidy Password
      • Contact Service Provider (Motorola)
      • or any other similar messages!

      Some mobile phone carriers lock their phones so they can't be used with other carriers. The simplest way to find out if the phone is locked is to borrow a SIM card from anybody who is using a different mobile service provider. If you power-up the phone and it recognizes the SIM card, your phone is unlocked and OneSimCard's international SIM card will work as well.

      If you need to unlock the phone, we suggest contacting your carrier or phone manufacturer for unlocking information or services.

      US Customers can read more about unlocking phones in this article of the Computer World magazine.

       

       

96. 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.

97. OneSimCard General Service Questions
    • What to do if I am unable to unlock my mobile phone?

98. OneSimCard General Service Questions
    • Are there any international toll-free or local Common Access Numbers (CAN)?

      OneSimCard international mobile service does not require dialing any access numbers when calling from international locations, you simply dial as you normally would when you're abroad. However, when somebody is calling to your OneSimCard phone there is an option for them to call you through a Toll Free or local number rather than dialing your European mobile number directly, which could be expensive for them. This call will instead be charged to your OneSimCard account at an additional 20c/min to the incoming rate in the country where you are receiving the call.

      When someone calls you through a Common Access Number they receive a prompt where they then enter your primary European number starting with 372 to reach you. For a direct connection, we recommend adding a Personal Extra Number (PEN) instead.

      At this time we have Toll Free and/or Local Common Access Numbers in the following countries:

      • Argentina
      • Australia
      • Austria
      • Argentina
      • Brazil
      • Canada
      • Cyprus
      • France
      • Germany
      • Greece
      • Hong Kong
      • Israel
      • Mexico
      • New Zealand
      • Russia
      • Spain
      • UK
      • USA - Toll Free as well as local Common Access Numbers in New York City, Washington DC and Los Angeles


      You can find these numbers in the User Guide or while logged in to your OneSimCard web account portal.

99. OneSimCard General Service Questions
    • What Are Additional Calling Options Available?

      There are many additional options available to reduce cost as well as to make it easier for callers to reach OneSimCard phone.

       
      These options are:
      • PEN - Personal Extra Numbers - Provides an option to call OneSimCard phone directly locally from 60 countries.
      • CAN - Common Extra Numbers - Provides an option to call OneSimCard phone locally from 10 countries without ordering a PEN. See Help Menu of your on-line account for details.
      • SIM VOIP - iPhone and Android App allows lower cost calling and texting over WI-FI or Mobile Data.
      • OneSimCard Connect App - Android App Makes dialing easier. Auto-correct mis-dialed numbers. Removes the callback feature on the Plus and Expedition (formerly Data & Roam) SIM cards.
      • Viber - Allows Viber Callers to call free to OneSimCard Phone.
100. OneSimCard General Service Questions
    • Is there a way to send a SMS to a short code number?

      OneSimCard does not offer SMS service to short code numbers.

      Please note: If you do try to send an SMS to a short code then your account may be charged $9 for each message.
      We do offer special US PEN that is capable of receiving SMS from Short Codes, like those sent by Banks, Paypal and other institutions.

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