FREQUENTLY ASKED QUESTIONS

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51. 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.
52. 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.
53. How To Use Questions

    • What Is the Difference Between "Direct Dial" and "Callback Dial" calling?

      Direct Dial calling allows the caller to enter the international  call prefix, country calling code and telephone number and then be directly connected to the person they are calling. This is how you dial when using your regular mobile service. Direct Dial Calling is standard on the OneSimCard Europe & More, OneSimCard Universal and eSIM.

      Callback calling also allows the caller to enter the international  call prefix, country calling code and telephone number. After the called number is entered, the user immediately receives an incoming call connecting the user to person called. Callback is very simple to use and allows for low cost calling on the OneSimCard Plus and OneSimCard Expedition (formerly Data & Roam). Callback does not increase the connection time. It is the same as with Direct Dial.
54. 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.

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