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11. OneSim VoIP

    • I can make calls through OneSim VoIP. However incoming calls are going through my roaming 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.
12. 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.
13. Rates and Cost Questions

    • How to estimate the amount of internet data usage on my device?

      General estimates for the amount of data used per service

      Activity

      Data Usage

      Services
      per 100MB

      Email

      1 text only email with no attachment

      15KB

      6820

      1 with attachment (attachments can vary greatly in size)

      300KB

      340

      Web Browsing

      1 static page visit

      300KB

      340

      The estimate is just for viewing the page without
      interacting with page elements

       

       

      Social Media

      1 social media post with photo

      350KB

      290

      1 Instagram picture upload

      150KB

      680

      1 WhatsApp text message

      5.5 KB

      18610

      Uploading and viewing pictures, playing videos,
      application, and games will greatly increase the usage.

       

       

      Music

      1 min of streaming music

      500KB (30MB/hour)

      200

      Downloading a 3-min song

      3.7MB

      25

      Video

      1 min of streaming video (standard)

      4MB (240MB/hour)

      25

      1 min of streaming video (HD)

      15MB (900MB/hour)

      6



      Note: Data usage varies by device. The above examples are estimates only. The actual amount of data used for the described activity can vary.

      Standard definition (SD) video streaming rate: 533KBPS
      High Definition (HD) video streaming rate: 2000KBPS

      1MB = 1,024KB
      1GB = 1,024MB
14. Rates and Cost Questions

    • Are there any additional roaming charges?

      There are NO additional roaming charges. The rates you see listed on our Rates & Coverage page are the only rates you will be charged when making or receiving calls on your OneSimCard enabled cell phone. This is true for using regular cellular voice or 1SIM VoIP App.
15. Rates and Cost Questions

    • What is time validity of OneSimCard SIM?

      All SIM types are valid for 1 year after the last billable use - phone call, sent SMS or data use.

      The SIM balance for all types of OneSimCard SIMs is valid for 10 months after the last recharge. Each recharge extends the balance for the next 10 months period. If you do not recharge within the 10-month period, any remaining balance will be forfeited.

       

      NOTE: For Physical 3-in-1 DataMax & DataMax eSIM SIM cards, if the SIM card has no balance, the SIM will expire and be removed from the account after 7 days, unless there is a data package currently active on the SIM (not a future activation). If there is no balance on the SIM and the active data package expires, the SIM will expire 7 days following the expiration of the active data package. Additionally, if a data package is purchased, and set for future activation, the inactive data package will expire after 6 months from the date of purchase.

       

      An expired SIM can be restored for a $10.00 restoration fee plus a recharge of at least $25.00.

       
16. Troubleshooting Questions

    • When I send an SMS text message I am sometimes charged for multiple outgoing text messages, what's wrong?

      This means that your SMS text message has been split up into multiple messages because it contains too many characters.

      Each standard GSM format SMS text message can be a maximum of 160 characters. If you send a text in a foreign language or that contains any unsupported characters, the text will be sent in Unicode format with a maximum character length of 70. If your text exceeds these character limits then it will automatically be split up and sent as multiple messages and your account will be charged accordingly for each outgoing SMS text message.
17. 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 in 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 Merchandise Authorization (an RMA) has been requested and issued by our Customer Support department. The RMA 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.

       

       
18. 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.
19. Troubleshooting Questions

    • I just arrived in a foreign country and my phone is not working, what should I do?

      If you left your phone on during your flight or cruise then you should fully power down and restart your phone. Once your phone powers back on it should automatically select an available roaming network.

      If your phone is not a quad-band phone, please make sure that the bands of your phone are those required in the country of your travel. You can look it up here.
      In some countries like in USA turning off 3G mode of the phone will make it quicker for the phone to register on the network.
20. 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.

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