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1. OneSimCard General Service Questions
    • Can I move Personal Extra Numbers (PENs) between SIM cards in my account?

      Yes, you can move PENs within both private and corporate accounts. There is a small fee per PEN transfer which will be deducted from the SIM card the PEN is being moved to. If there is not enough money on this SIM, the fee will be deducted from the SIM the PEN is being moved from. If neither SIM card has enough balance, you’ll have an option to recharge. Transaction records will be posted under the History menu.

2. OneSim VoIP
    • I have more than one Personal Extra Number (PEN). Can I use different PENs for OneSim VoIP?

      If you have more than one OneSim VoIP enabled PEN you can switch between these PENs for the purpose of the OneSim VoIP account. This option is available in the My SIM Cards menu in your online account.
3. 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.

           

           

      4. Troubleshooting Questions
        • Can I move balances from one SIM card to another?

          We allow moving balances from one SIM card to another in the following cases:
          • Corporate Accounts - anytime.
          • Individual Accounts - only when a SIM card is lost or stolen. The remaining balance from your lost or stolen SIM card can be transferred to another SIM card on your account or you can order a new SIM card if you would like to keep your original European number from the lost SIM.
      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. Rates and Cost Questions
        • Is there a monthly or 30-day credit card spending limit for OneSimCard service?

          To reduce fraud, there is 30-day credit card spending limit set for each individual account. You will only be able to charge up to a certain amount during any 30-day period. You can see your current limit by logging in to your OneSimCard account and going to the Purchase History menu. There, you will find a Credit Card Authorization form available for download. If you would like to increase your monthly credit card spending limit, please download the Authorization form and submit it back to OneSimCard as instructed on the form.

          We strongly suggest that you set your monthly credit card limit before going overseas as dealing with the form on the road can be much more difficult.
      7. OneSimCard Rentals
        • How can I set up the Personal Extra Number (PEN) on my rental order?

          Once your order is processed and shipped, you will receive a notification email. At this point, you can log in to your account and:
          1. Activate your SIM card(s) (you should wait to activate until after you receive the package)
          2. Once the SIM is activated, you can set up the PEN. You will see the link on the screen in the Recharge Menu. The PEN activation is done instantly. If you activate the Free US PEN, it will stay active for the duration of your travel. Alternatively, you can order a PEN in your local area or in another country if you require one. 
      8. Rates and Cost Questions
        • I was charged a large amount for mobile data service even though I barely used data, what happened?

          Each mobile data session is charged for a minimum of 10kB usage. Even if you check just one 3k email you will be charged for 10kB of usage. In some countries this can be over 30c per session, however in Europe and elsewhere it can be as little as 1c. Check all rates.

          Please note: Some phones, like iPhones and other smartphones, can access data without you even knowing it if you have data enabled. We strongly recommend checking the settings on your phone or disabling GPRS from your OneSimCard account if you will not be needing data service. By default, all SIM cards are pre-programmed with GPRS data service disabled.

      9. Ordering Questions
        • When does a Personal Extra Number (PEN) subscription start?

          Your monthly, quarterly, bi-annual or annual subscription to a Personal Extra Number starts the moment your order is shipped. If you do not need your Extra Number to be active right away, you can always wait and order an Extra Number later at any time by logging in to your account.

      10. OneSimCard Rentals
        • What would happen if I did not return the phone as scheduled per my order?

          If you do not ship the rental package back as scheduled you will be charged Over the Planned Rental Period daily fees which are specified for you at the time of purchase and could be found here.

          If the rental package is not returned within 15 days after the planned rental period has passed, we will consider the phone purchased and you will be charged for the full cost of the package. Returns will not be accepted after this point regardless of the reason for the delay.

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