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21. 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 compatibility 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.

           

          iPhone users can download OneSimCard Assist App from iTunes that will takes care of the iphones compatibility issues, 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.

           

           
      22. Troubleshooting Questions

        • I have an Apple iPhone. When I dial following your instructions it does not work. What's wrong?

          This reply does not apply to OneSimCard Europe & More SIM or newer SIM cards purchased after January 2017.
          Older SIM cards might require entering the compatibility code on your  iPhone.

          How to activate compatibility mode:

           1. Locate OneSimCard Menu.

           On iPhones it is called SIM Applications menu and is located under Settings- Phone menu

          1. Open "OneSimCard" menu ( SIM Applications)
          2. Select "Settings
          Newer SIM Cards: Select Compatibility option and make sure "On" is selected
          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.


          We strongly recommend you to watch very short video tutorials for iPhone that will help you to understand how to make calls, SMS and data on your OneSimCard iPhone.
          If your phone is not Jail-Broken, you still can use OneSimCard Assist app available from iTunes. This app will help you to dial numbers properly by correcting mis-dialed numbers and will allow easy access to OneSimCard functions like checking balance, recharging your SIM, activating discounts and others.

          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 is for older SIM Cards. Newer SIM cards do not require entering any codes in iPhone or other types of phones.
      23. OneSim VoIP

        • Does voicemail work with OneSim VoIP?

          Yes. If you are not available to answer the OneSim VoIP call or if the OneSim VoIP app is turned off, the call will be routed through our standard roaming network. If the call is not answered it will be sent to your OneSimCard voicemail box. 

          NOTE: Voicemail is not available for DataMax or DataMax eSIM cards with OneSim VoIP.
      24. 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.
      25. Troubleshooting Questions

        • Does iPhone Hotspot work with OneSimCard?

          Yes. All unlocked iPhones' Hotspot feature works with OneSimCard SIM.

           
          There are a few settings to make sure for this to function properly on your iPhone:
          1. Settings - Cellular - Cellular Data - ON
          2. Settings - Cellular - Data Roaming - ON
          3. Settings - Cellular - Cellular Data Network - Cellular Data - APN = APN will be set automatically
          4. Settings - Wi-Fi - ON
          5. Settings - Personal Hotspot - ON. 
          After turning the Hotspot on, you should stay on the Personal Hotspot screen of your iPhone for SSID of your phone to show up on other Wi-Fi devices, so you can get connected. After you connected to the Hotspot, you can leave the screen. Alternatively, you can always use Bluetooth or USB connection to provide the internet access from your OneSimCard iPhone Hotspot to your other devices.
      26. 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.
      27. OneSim VoIP

        • When making an outgoing call how do I select which way the call should go: through regular roaming or through OneSim VoIP?

          To make an outgoing call using OneSim VoIP, you need to be registered on a Wi-Fi network and have the OneSim VoIP app running on your phone. You should make the call using the OneSim VoIP app dial pad. To make a call the regular roaming way,you should make a call from your regular phone dial pad. 

          NOTE: Regular roaming calling is NOT available on DataMax or DataMax eSIM cards. To use voice you will need to use the OneSim VoIP app
      28. eSIM

        • Can I use Facetime, WhatsApp, Telegram, Discord, iMessage, and other messaging Apps with eSIM?

          Yes, you can use your messaging apps with eSIM World, which now offers a mobile number ID. 

          For DataMax eSIM, you can use these Apps as you already do. Please ensure your messaging account is already setup with your primary carrier’s phone number because you cannot sign up for these services with the DataMax eSIM number.

          Additionally, the eSIM data service can be used for the actual data part of your communications. So, when you are installing eSIM on phone, you can select the Primary service for Facetime and iMessage and then if your selected eSIM to be your primary data service, the communications will go over eSIM mobile data.
      29. eSIM

        • What is an eSIM & how does it work?

          eSIM is not a physical SIM. It is a piece of software downloaded to a compatible phone. So there is no shipping involved with delivering eSIM.


          eSIM makes your iPhone or Android phone to be a dual SIM phone. This means that you can use two sim cards on the phone at the same time. You can select which SIM card is used for calls and texts, and which one is used for data. You can select which sim card is to be the primary and which one not to be used. You can make these changes from the settings of your phone at any time. In short - eSIM offers greater flexibility to your eSIM compatible phone. It allows you to use the service provider of your choice - whether you are traveling or staying home.


          OneSimCard eSIM can be installed only on a single device. It can't be moved to another device, but it can be re-installed on the original device up to 3 times if required.
      30. eSIM

        • Can I install my OneSimCard eSIM more than once?

          You can re-install the eSIM World and Asiana on the same phone up to 10 times. These eSIMs can be installed only on one device. Once installed, it's not possible move that eSIM to another device. If you need to install eSIM on another phone, please order a new eSIM. Balance and PEN(s) from the old eSIM can be moved to a new eSIM at your request.
          For DataMax eSIM you can re-install the eSIM 3 more times and this eSIM can be installed in more than one device, but must be deleted off the previous device first. The DataMax can only be installed a TOTAL of 4 times.

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