FREQUENTLY ASKED QUESTIONS

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:

0. Open "OneSimCard" menu
0. Select "Settings"
0. Agree with message by pressing "Yes"
0. 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:

0. Open "OneSimCard" menu
0. Select "Settings"
0. Agree with message by pressing "Yes"
0. 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.

For example, to call from Saudi Arabia to Boston USA you should go to the SMS menu of the phone and send a message:

 

There are no special instructions to receive calls in these countries.

There are three ways to check the remaining balance of purchased data plan.

1. On-line in the Discount Section of the My SIM Cards menu of your web account or in the mini account at https://ma.onesimcard.com/ 

2. For eSIMs from the OneSim eSIM app

3. From OneSimCard mobile phone (for Universal, Expedition and eSIM World SIM cards only): 

     Dial the following: *146*942#

 

The remaining data balance will be displayed.

OneSimCard will work with almost any unlocked GSM tri-band or quad-band cell phone. A partial list of compatible cell phones that we have tested can be viewed here.

If you need to unlock the phone, we suggest contacting your carrier or phone manufacturer for unlocking information or services.

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.

If you are still unsure whether your cell phone is compatible, contact support or purchase an international cell phone and SIM card bundle from us, which all come preloaded with our international SIM card, $10 balance  and OneSimCard Apps Installed.

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.

 

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

Each mobile data session is charged for a minimum of 10kB usage. Even if you check just one 3k email you will be charged for 10kB of usage. In some countries this can be over 30¢ per session, however in Europe and elsewhere it can be as little as 1¢. Check all rates.
  

Each mobile data session is charged for a minimum of 100kB usage. Even if you check just one 3k email you will be charged for 100kB of usage.

Please note: Some phones, like iPhones, Androids, and other smartphones, can access data without you even knowing it if you have data enabled. We strongly recommend checking the settings on your phone and disable mobile data roaming if you will not be needing data service. By default, all SIM cards are pre-programmed with data service enabled, once you activate your data package.

 

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.

 

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.

 

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.