FREQUENTLY ASKED QUESTIONS

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91. 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.
92. How To Use Questions

    • Is there a mobile app that will let me recharge my account and other services?

      Yes! Our myOneSim app for the iPhone devices will let you easily access many account services, such as recharging your account, checking voicemail, ordering discount voice and text plans, and much more. MyOneSim is available for download from the App store. Find more information in the Help section of your online account.

       

      DataMax SIM cards can't be managed by myOneSim app at this time
93. Ordering Questions

    • When does a Personal Extra Number (PEN) subscription start?

      New SIM card orders with PENs

      Your monthly, quarterly, bi-annual or annual subscription to a Personal Extra Number starts the moment your order has been 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 into your account.

      eSIM orders on onesimcard.com do not require shipping.

      PENs added to existing SIM cards

      These PEN subscriptions are activated right after the order has been processed. The activation is virtuallyinstant, unless your PEN order requires additional documents for verification. Please see the local number information page for the list of any additional document requirements by country.

      Free Trial PENs

      Many SIM cards come with Free Trial PENs that are inactive by default. You can activate Free trial PENs at any time from your account.

      BANK SMS Verification PEN

      The SMS Verification PEN is the only PEN that can be used without a SIM card. These PENs are activated instantly if ordered on their own or added to an existing active SIM card.

       
94. How To Use Questions

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

      Yes, for Universal, Expedition, and eSIM World Sim Cards, 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.
95. How To Use Questions

    • How do I know if USA, Canada or UK Mobile PEN I order is capable of receiving SMS?

      To see if your PEN is capable of receiving SMS, please log in to your on-line account at www.OneSimCard.com. In the Recharge Menu next to the PEN you will see if it is SMS capable or not. You can also see there if this PEN could be used for VOIP or not.
96. Troubleshooting Questions

    • I can't send SMS from my iPhone

      There is a known bug with iPhone phone book. If you are trying to text to a contact that is entered in the phone book, and the contact is not entered in proper international number format, the SMS will not go through even if you just enter the number in the SMS menu directly and properly. 
      Please edit the record in the phone book to be +CountryCode_Number. It needs to have the + character in front, which is an equivalent of 00.

      You will also need to delete all recent attempts to send SMS to this number from the Messaging menu. It should be no conversation or attempts to send SMS left in the phone to this number.


      We understand that this is very frustrating, but do not know why Apple will not fix it. This problem affects only Apple phones.

      Example: for US Number 1-617-600-8250 you should have entered in the address book: +16176008250
      Delete existing text conversation after fixing the phone book record. 
      You can always test your SMS by sending SMS to OneSimCard Support number +16176008250 from your OneSimCard phone. This will create an automated ticket in the system and you will know if the message was delivered or not. You will be charged regular SMS rate for this message.
97. How To Use Questions

    • How can I contact customer support?

      There are a number of ways you can contact customer support.

      However, before you contact us, we strongly recommend that you review our FAQ/Help section, as well as the OneSimCard User Guide that was sent to you with the SIM card or the phone package. If you lost or forgot the User Guide, you can download it from the Help menu of your online account. Most of your potential questions have already have been answered on our FAQ pages.

      If you still need help, here are the options:
      1. There is online live chat at www.onesimcard.com available during normal business hours.
      2. You can submit your support request or questions at http://www.onesimcard.com/contact-support/
      3. You can call us 001-617-313-8888 during normal business hours. Keep in mind that when calling from your OneSimCard enabled phone this is not a free call. New! First 3 minutes are free when calling customer support from a OneSimCard enabled phone.
      4. You can call from your OneSimCard mobile phone by dialing 096 then pressing Talk/Send. This is not a free call. New! First 3 minutes are free when calling customer support from a OneSimCard enabled phone.
      5. You can submit your support request from your OneSimCard phone by sending a free SMS to 9111. We will review your question and will reply back with an SMS to your OneSimCard phone.

      Please try to be specific in your SMS messages. You do not have to include your OneSimCard number in your SMS request. Please list a brief summary of the problem and we will do our very best to provide you with assistance.
98. Ordering Questions

    • When my order will be shipped?

      Sim card orders placed during business hours will be shipped the next business day. The only exceptions are phones that are out of stock. In this case you will be notified about delayed shipping during the purchase.
99. Troubleshooting Questions

    • How do I enable roaming on my Android Phone?

      This is very simple! 
      1. Go into your "Settings" app, and choose "Connections"
      2. Click on "Mobile Networks"
      3. Toggle on "International Data Roaming"
      We also created a short video here: https://youtu.be/zFu3FLFfdmo to demostrate this.
100. Ordering Questions

    • What kind of payments do you accept?

      We accept Visa, MasterCard, Discover, American Express and Bitcoin.

      U.S. corporations can pay with company checks, ACH or wire transfer. No order will be processed until funds are cleared

      For international customers with credit cards issued outside of the U.S. we require the order to be verified using the OneSimCard verification procedure. We do accept credit cards from most foreign countries.

      Attention: Customers from the following countries must use Bitcoin option only (we will not accept credit cards as a form of payment): Congo, Egypt, Ghana, Lebanon, Nigeria, Pakistan, Palestine and Syria.

       

      To make it simpler, you can deposit money into your OneSimCard Money Fund and then use the funds to make all purchases at OneSimCard.com including airtime recharges.

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