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

Can I send an SMS to or from a Common Access number or personal extra number?

You can't send SMS to a Common Access Number (CAN). Common Access Numbers and majority of Personal Extra Numbers are for Voice Calls only.
However, starting December 8th, 2014 all new USA and Canada Personal Extra Numbers are capable of receiving SMS. Regardless of how SMS was received on OneSimCard phone - to the 372 number or the PEN, a reply from OneSimCard phone will always be delivered with the Caller ID of the main number of the SIM that starts with 372. SMS received on US or Canada PEN will incur 9 cent charge.
We recommend that SMS senders use our free online SMS or email-to-SMS functions as described in the user manual and our FAQs.


2. 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.


3. OneSim VoIP

How do I know if the personal extra number (PEN) I currently have is OneSim VoIP compatible?

Log in to your OneSimCard account, go to the My Sim Cards menu and scroll down. If your PEN is VoIP compatible you will see an option to create a OneSim VoIP account. At this time all OneSimCard PENs are SIM VOIP capable except for UK Mobile numbers.


4. 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.


5. 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.


6. Ordering Questions

Can I transfer my phone numbers and balance from my standard OneSimCard SIM when I upgrade to a OneSimCard Plus SIM?

  • We can move your airtime balance from your standard SIM to the Plus SIM as a one time courtesy. 
  • We can move your Personal Extra Number from your standard SIM to the Plus SIM as a one-time courtesy.
  • We can transfer your primary +372 number from your standard SIM to the Plus SIM if you ordered special replacement SIM here:.


7. 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.


8. OneSimCard General Service Questions

What phone numbers are included on the global SIM card?

Starting December 8th, 2014, our OneSimCard international SIM card comes with two phone numbers: European and U.S. numbers. For Canada Customers it is European and Canadian 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 U.S. or Canada number is 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 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)
China* (+86)
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)
Jamaica (+1876)
Japan (+81)
Kenya (+254)
Latvia (+371)
Lithuania (+370)
Luxemburg (+352)
Malaysia (+60)
Malta (+356)
Mexico (+52)
Morocco* (+212)
Netherlands (+31)

New Zealand (+64)
Nigeria (+254)
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 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 PENs issued before Decembet 8th will not accept text message. They could be used only for voice calls.


Starting June 3rd, 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.


9. 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.


10. Rates and Cost Questions

Is it free for someone to call my OneSimCard number using Skype or Viber?

Through a unique partnership with Skype and Viber, your primary OneSimCard number (+372) can be called free of charge for any Skype or Viber user! (requires activation and special dialing instructions, see below)

HOW: When the feature is activated, Skype and Viber users can call OneSimCard numbers for free by using a special dialing format +372800XXXXXXXX, where XXXXXXXX is the rest of the OneSimCard phone number after 372. For example, a OneSimCard user with the phone number +37212345678 should be called by dialing +37280012345678.

TO ACTIVATE: Log in to your OneSimCard account and go to the My SIM Cards menu. Scroll down to where it says "Incoming Skype and Viber Calls" and click Enable to activate this option.

COST: The call is free for the Skype or Viber user. The cost of receiving the Skype or Viber call is the same as receiving a call through a Personal Extra Number (PEN), i.e. the regular incoming call rate in the country you are in plus 20c/min. In countries with free incoming calls, like Italy or Japan, the cost will be just 20c/min.

PLEASE NOTE:

  • The incoming call from Skype will usually display on your caller ID as +372800, however there is a chance it could display a different number.
  • When dialing in Skype Dial Pad, if Skype or Viber user chooses the Estonian country code in the menu then they should just dial 800XXXXXXXX because the +372 is added automatically.
  • If the Skype user dials you without entering the 800 code after the 372 (e.g. +37212345678), they will pay with Skype credit for a call to an Estonian mobile number and you will be charged the regular incoming call rate.
  • If the “free calls to OneSimCard from Skype” option is not activated for a particular OneSimCard number, when a Skype user dials +372800XXXXXXXX they will hear an automatic message: “The mobile phone is either switched off or out of coverage area.”


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