FREQUENTLY ASKED QUESTIONS

We are here to help you get answers to your questions about OneSimCard phones and services.

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11. Rates and Cost 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.

      We recommend that SMS senders use our free online SMS or email-to-SMS functions as described in the user manual and our FAQs.

       

      Note: US and Canada PEN can receive only actual mobile SMS from mobile phones. Alert and verification SMS sent from web sites like Google, Yahoo or your bank will not be delivered to US or Canada PENs due to the way these web sites send their messages. 

      If you require some alerts SMS sent from banks and other institutions, we offer special US-SMS Bank Verification PEN that will be able to receive SMS from mobile numbers as well as from institutions used for 2 step verification processes.

12. OneSim VoIP
    • Why can't I receive phone calls and SMS on my Android phone when the screen is off?

      Newer Android OS versions have settings that do not allow apps to run in the background by default. This means that you will get an SMS or a phone call only while your phone display is ON. Once the  phone goes to sleep, the app will get deactivated.

      To fix this, you need to make a change in your phone's battery optimization settings:

      Settings -> Apps and notifications -> See All Apps -> 1SimVoIP -> Advanced -> Battery -> Don't Optimize

      The settings path may slightly differ depending on the phone model, but usually it is located in the  App's Battery menu.
13. Ordering Questions
    • How do I order Discount Call, Text and Data plans?

      You can order discount Call, Text and Data packages from your OneSimCard web account after you have received and activated your OneSimCard. 

      NOTE: for DataMax and DataMax eSIM, there are no call or text messaging discount package, since these are already deeply discounted through the 1SIM VoIP App.

      To order a discount package for your SIM card, follow these steps:

      1. Log into your account at OneSimCard.com
      2. Click on the My SIM Cards menu links
      3. If you have more than one SIM card, make sure the SIM Card you’d like to activate a discount package for is selected
      4. Navigate to the Discount Service Plans section and select a discount package you would like to activate
      5. Click Activate Now to activate the selected package immediately or Activate Later to schedule the activation on a particular date.

       

      Future data plan activation:

      a. You can set up the maximum number of times data packages to be activated automatically when the package is used up or expired.

      b. You can set the date after which no packages will be activated, so when your travel is over no data packages will be activated and no charges will follow.

      Note: eSIM World data plan activation may vary from regular Universal or Expedition SIM cards. Please follow directions on the account page.

      To learn more about the availability of discount packages for different SIM cards and countries, please visit the Rates & Coverage page.

       

14. eSIM
    • Can eSIM be used for Data, Calls and Texts?

      Yes, as of March 3rd, 2020, OneSimCard eSIM can be used for Mobile Data, Voice and Texts. However, you can still use the OneSim VOIP app option with a Personal Extra Number (PEN) for additional savings on calling and texting

       

      For DataMax eSIMs, only Data is available. However, you can use our OneSim VoIP app for cost effective voice and SMS communication.

15. Rates and Cost Questions
    • How often do I need to recharge my OneSimCard account?

      For Universal E, Expedition E, eSIM World E, eSIM Asiania, Plus, Europe & More, & Standard SIM Cards, the international SIM card phone number and account will expire if no outgoing usage is made for 12 months. The outgoing usage could be any of the following: Call made from the phone, SMS sent from the phone or any Data Usage.

      Personal Extra Numbers will stay active as long as they have been funded properly.

      The SIM card balance is valid for 10 months. The balance will continuously roll over to the next 10 month period provided that at least $25 is added within 10 months after the last recharge.

      If the balance expires, the service can still be used after a new recharge of the SIM card.

      For Physical 3-in-1 DataMax & DataMax eSIM SIM Cards, the SIM card and account will expire if no outgoing usage is made for 12 months. The outgoing usage could be any of the following: Call made from the OneSIM VoIP App, SMS sent from the OneSim VoIP app or any Data Usage.

      Personal Extra Numbers will stay active as long as they have been funded properly and the SIM hasn’t expired. If the SIM card expires, but then is restored ($10 Restoration Fee applies), the PEN will be re-attached to the SIM card, as long as the PEN hasn’t expired based on the time period for which the PEN was purchased.

      The SIM card balance is valid for 10 months. The balance will continuously roll over to the next 10-month period provided that at least $25 is added within 10 months after the last recharge.

      If the SIM card balance expires, 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. So, to keep the SIM active you need to either keep a balance on the SIM or an active data package. 

      NOTE: If there is balance on the SIM card, but no data is used for 15 consecutive days, the SIM card will be blocked/suspended. To unblock the SIM card, simply go to your account portal and in the "My SIM cards" tab, click on "Unblock" on the "SIM Type" line.

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

       

16. Troubleshooting Questions
    • The battery in my phone does not last long? It got fully drained during the flight to Europe. Why?

      There can be a number of reasons why a battery does not hold a charge. Excluding the possibility of it being a faulty battery, there is another important factor to consider. If your phone is not registered on a roaming network, the battery will drain very quickly as the phone is constantly searching for a network to register on. So, if you get on a 6 hour flight and do not turn the phone off, or put it into airplane mode, by the time you land at the airport your battery will be drained and you will not be able to call back home.

      The same thing will happen in those areas with spotty or weak signal network coverage - the battery will drain very fast. It is always a good idea to have an extra battery with you when you travel abroad.

       

17. eSIM
    • Do you offer an eSIM option for iPhones, Androids or Tablets?

      Yes. The OneSimCard eSIM option is available for use with iOS and Android phones, smart watches and even Windows tablets.

      eSIM is not a physical SIM, but rather a program that can be downloaded to eSIM compatible phones and device.

      The list of supported devices includes:

      iOS:
      • iPhone 15 Pro Max
      • iPhone 15 Pro
      • iPhone 15 Plus
      • iPhone 15
      • iPhone 14 Pro Max
      • iPhone 14 Pro
      • iPhone 14 Plus
      • iPhone 14
      • iPhone 13 Pro Max
      • iPhone 13 Pro
      • iPhone 13 mini
      • iPhone 13
      • iPhone 12 Pro Max
      • iPhone 12 Pro
      • iPhone 12 mini
      • iPhone 12
      • iPhone 11 Pro Max
      • iPhone 11 Pro
      • iPhone 11
      • iPhone XS
      • iPhone XS Max
      • iPhone XR
      • iPhone SE 3 (2022)
      • iPhone SE 2 (2020)


      Apple iPad models with an eSIM:

      • iPad Pro 11" (1st Gen or later)
      • iPad Pro 12.9" (3rd Gen or later)
      • iPad Air (3rd Gen or later)
      • iPad (7th Gen or later)
      • iPad mini (5th Gen or later)

      Android:
      • Arrows A101 FC
      • Fairphone 4
      • Google Pixel Fold
      • Google Pixel 8 Pro
      • Google Pixel 8
      • Google Pixel 7a
      • Google Pixel 7 Pro
      • Google Pixel 7
      • Google Pixel 6 Pro
      • Google Pixel 6
      • Google Pixel 6a
      • Google Pixel 5
      • Google Pixel 4
      • Google Pixel 4a
      • Google Pixel 4 XL
      • Honor Magic 4 Pro
      • Honor Magic 5 Pro
      • Huawei P40
      • Huawei P40 Pro
      • Huawei Mate 40 Pro
      • Motorola RAZR 40 Ultra
      • Motorola EDGE 40 Pro
      • Motorola G53 5G
      • Motorola G52J 5G
      • Motorola G53J 5G
      • Nokia XR21
      • Nokia G60
      • Nokia X30
      • Nuu X5
      • Oppo Find X3
      • Oppo Find X3 Pro
      • Oppo Find X5
      • Oppo Find X5 Pro
      • Oppo Find N2 Flip
      • Oppo Reno 5 A
      • Oppo A55s
      • Oppo Reno6 Pro 5G
      • Rakuten Hand 5G
      • Rakuten Mini
      • Rakuten Big‑S
      • Rakuten Big
      • Samsung Galaxy A54 5G
      • Samsung Galaxy Fold
      • Samsung Galaxy Note20
      • Samsung Galaxy Note20 Ultra
      • Samsung Galaxy S23
      • Samsung Galaxy S23+
      • Samsung Galaxy S23 Ultra
      • Samsung Galaxy S22
      • Samsung Galaxy S22+
      • Samsung Galaxy S22 Ultra
      • Samsung Galaxy S21 5G
      • Samsung Galaxy S21+ 5G
      • Samsung Galaxy S21 Ultra 5G
      • Samsung Galaxy S20
      • Samsung Galaxy S20+
      • Samsung Galaxy S20 Ultra
      • Samsung Galaxy Z Flip
      • Samsung Galaxy Z Fold 2
      • Samsung Galaxy Z Fold 3 5G
      • Samsung Galaxy Z Fold 4
      • Samsung Galaxy Z Flip 3 5G Fold
      • Samsung Galaxy Z Flip 3 5G
      • Samsung Galaxy Z Flip 4
      • Samsung Galaxy Z Flip 5
      • Samsung Galaxy Z Fold 5
      • Sharp Aquos R8 Pro
      • Sharp Aquos Sense 7
      • Sharp Aquos Sense 4 lite
      • Sony Xperia 10 III Lite
      • Sony Xperia 1 IV
      • Sony Xperia 5 IV
      • Sony Xperia 10 IV
      • Sony Xperia 1 V
      • Sony Xperia 5 V
      • Sony Xperia 10 V
      • Xiaomi 12T Pro
      • Xiaomi 13
      • Xiaomi 13 Pro
      • Xiaomi 13 Lite

      Windows 10:
      Acer Swift 7, ASUS NovaGo, HP Envy x2, Lenovo IdeaPad Miix 630, Lenovo Yoga 630, Microsoft Surface Pro X/Go 2/Pro with LTE Advanced.

      Learn more about eSIM compatibility on the eSIM page.

       Note: iPhonesmanufactured for the Chinese Market have 2 physical SIM card slots and are not eSIM capable. Pixel 3a can't use eSIM if the phone was purchased in Japan, or if bought with Verizon or Charter service.
18. 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.
19. Rates and Cost Questions
    • How much does it cost to receive a call with OneSimCard?

      For Universal, Expedition, and eSIM World SIM cards, receiving calls is free in over 150 countries when received on your primary European phone number, including in most of Europe. To receive a call on your U.S. number or other Personal Extra Number, there is an additional per minute rate added. View all international cell phone rates.

      If you receive a call through a Common Access Number or Personal Extra Number (such as a U.S. number) there is an additional charge of 20c/min. In countries with free incoming calls this would be your only charge per call.

      For DataMax and DataMax eSIM card types, you can make and complete calls for a fraction of the cost of traditional cellular roaming (including on tablets) using the 1SIM VoIP App available on Google’s Play Store and Apple’s App Store:

       

      Google Play: https://play.google.com/store/apps/details?id=org.onesimvoip&hl=en_US&pcampaignid=pcampaignidMKT-Other-global-all-co-prtnr-py-PartBadge-Mar2515-1

       

      Apple App Store: http://itunes.apple.com/us/app/onesim-voip/id510371587

       

      For Universal, Expedition, and eSIM World SIM cards,  all incoming SMS text messages are free to receive when received on your primary European number. Add 9 cent per SMS when receiving text on US or Canada PEN.

      For DataMax and DataMax eSIM SMS messages are sent and received using the 1SIM VoIP App. The cost to receive SMS using the 1SIM VoIP App is $0.05 in most countries, The cost to send an SMS using 1SIM Voip App is $0.10 in most countries. See all rates on our international cell phone rates page.


       

       

20. Rates and Cost Questions
    • Does OneSimCard offer a U.S. Military discount?

      Yes! We offer a 15% discount (excluding airtime) for U.S. Military members when ordering with a verified .mil email address and entering promo code MILITARY15. This discount is only applicable for individual users, not for Corporate Accounts.

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