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91. OneSimCard Rentals

    • How can I set up the Personal Extra Number (PEN) on my rental order?

      Once your order is processed and shipped, you will receive a notification email. At this point, you can log in to your account and:
      1. Activate your SIM card(s) (you should wait to activate until after you receive the package)
      2. Once the SIM is activated, you can set up the PEN. You will see the link on the screen in the Recharge Menu. The PEN activation is done instantly. If you activate the Free US PEN, it will stay active for the duration of your travel. Alternatively, you can order a PEN in your local area or in another country if you require one. 
92. OneSimCard General Service Questions

    • Can I keep receiving calls made to my regular cell phone or landline numbers while traveling abroad?

      Yes, you can easily forward calls from your regular cell phone number, home phone, office, etc. to your OneSimCard phone while you're abroad!

      Your OneSimCard international SIM card comes with both a European and U.S. number. To forward your regular U.S. numbers to the SIM, just set them to forward to the U.S. number that's included with your SIM card.

      You can also order unlimited Personal Extra Numbers (PEN) - Local or Toll Free - in many different countries, including USA, Canada, UK, France, Italy and Spain. For example, if you work or live in the UK and want to keep receiving calls made to your regular UK numbers, just add a UK PEN to your SIM card and set up call forwarding to that new number.

      Calls received through a PEN will be charged an additional 20c/min to the incoming rate of the country you are in. The exception is calls received through a UK-Mobile PEN which is only charged an additional 25c per call.

      Please Note: Your subscription to a Personal Extra Number starts the moment your order is shipped. If you do not need your PEN to be active right away, you can always wait and order a PEN later at any time by logging in to your account.

      Different carriers use different ways of programming call forwarding. Below are instructions to setup call forwarding with various US wireless carriers. We urge you to test the call forwarding a few days prior to your trip, and to call your US wireless carrier for assistance if needed.

      Alltel, Sprint PCS, Verizon Wireless, Nextel, Cricket Wireless

      To activate Call Forwarding:

      1. Press *72 on your cellular phone.
      2. Enter your ten-digit Second Personal OneSimCard phone number (area code + telephone number).
      3. Press OK/Send (a tone will confirm that Call Forwarding is active).
      * is a star character located on the keypad

      To deactivate Call Forwarding:

      1. Enter *720 on your cellular phone.
      2. Press OK/Send (a tone will confirm the deactivation).

      T-Mobile and AT&T Wireless GSM phones

      To activate Call Forwarding:

      1. Press *21* on your cellular phone.
      2. Enter your ten-digit Second Personal OneSimCard phone number (area code + telephone number) followed by the # key.

      To deactivate Call Forwarding:

      1. Enter #21# on your cellular phone.
      2. Press OK/Send.

      Please note that Sprint and Nextel may charge an extra 20c/min on forwarded calls.
93. OneSimCard General Service Questions

    • What Are Additional Calling Options Available?

      There are many additional options available to reduce cost as well as to make it easier for callers to reach OneSimCard phone.

       
      These options are:
      • PEN - Personal Extra Numbers - Provides an option to call OneSimCard phone directly locally from 60 countries.
      • CAN - Common Extra Numbers - Provides an option to call OneSimCard phone locally from 10 countries without ordering a PEN. See Help Menu of your on-line account for details.
      • SIM VOIP - iPhone and Android App allows lower cost calling and texting over WI-FI or Mobile Data.
      • OneSimCard Connect App - Android App Makes dialing easier. Auto-correct mis-dialed numbers. Removes the callback feature on the Plus and Expedition (formerly Data & Roam) SIM cards.
      • Viber - Allows Viber Callers to call free to OneSimCard Phone.
94. OneSimCard General Service 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.
95. OneSimCard General Service Questions

    • What to do if I am unable to unlock my mobile phone?

96. OneSimCard General Service Questions

    • Is there a way to send a SMS to a short code number?

      OneSimCard does not offer SMS service to short code numbers.

      Please note: If you do try to send an SMS to a short code then your account may be charged $9 for each message.
      We do offer special US PEN that is capable of receiving SMS from Short Codes, like those sent by Banks, Paypal and other institutions.
97. OneSimCard General Service Questions

    • How do I know if my phone is locked or unlocked?

      To determine if your phone is locked, if you haven't already purchased a OneSimCard international SIM card then call your wireless provider. If you have already purchased from us then insert the OneSimCard SIM card. If you get any of the following messages on your screen after entering the pin then your phone is locked:

      • Insert SIM
      • SIM not valid
      • SIM Card Not Accepted
      • Enter Restriction Code
      • Enter Special Code
      • Enter Subsidy Code
      • Enter Subsidy Password
      • Contact Service Provider (Motorola)
      • or any other similar messages!

      Some mobile phone carriers lock their phones so they can't be used with other carriers. The simplest way to find out if the phone is locked is to borrow a SIM card from anybody who is using a different mobile service provider. If you power-up the phone and it recognizes the SIM card, your phone is unlocked and OneSimCard's international SIM card will work as well.

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

      US Customers can read more about unlocking phones in this article of the Computer World magazine.

       

       
98. 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.
99. How To Use Questions

    • How to activate and set up the mobile data service on your mobile device or tablet?

      1. Log in to your account at www.onesimcard.com using the email address and password you entered during the activation or registration of the SIM.
      2. To enable data, go to your My SIM Cards menu, select your SIM card, scroll down to Internet Data and click ‘Enable’.
      3. Turn on Data Roaming on your phone.
      This is all that is needed for mobile data to work
      In some rare cases and in Mi-Fi devices, you might need to set up the APN. Follow instructions for settings up the Access Point (APN) for your phone. The APN depends on the type of your SIM card.  You can try using data first without setting the APN. In most phones it will work just with Data Roaming turned on.
100. How To Use Questions

    • How do I make a call within the country I am currently located?

      You should make any call the same way as if you were making an international call.

      For example, you are in France and need to call Paris:
      You should dial 00331XXXXXXXX. Please note that you should not dial 01 for Paris, but rather just 1 after country code 33, because Paris' code is 1.

      Dialing 0 in front of 1 is required when making a regular long distance call within France to Paris. However, when making an international call or OneSimCard call, 0 is omitted.

      For example, if you are located in Italy and need to call Rome:
      You should dial 003906XXXXXXXX, as Rome's code is 06.

      Get more information about international dialing codes.
       
      If you are unsure about how to properly dial an international number, you can Click here for more detailed country by country dialing instructions.

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