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101. 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.

102. 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.
103. How To Use Questions
    • How Do I Check The Balance Of Purchased Data Plan?

      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. On Apple devices from OneSimCard Assist app

      3. From OneSimCard mobile phone: 

           Dial the following: *146*942#

       

      The remaining data balance will be displayed.

104. 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.
105. 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.
106. How To Use Questions
    • Is there a mobile app that will let me recharge my account and other services?

      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.

107. OneSimCard General Service Questions
    • How does BANK SMS Verification PEN balance work?

      The SMS Verification PEN is the only PEN that can be used without a SIM card. Thus, it can have its own balance, which follows these rules:

      1. If the SMS Verification PEN is used without a SIM card, the PEN's balance will be valid for 12 months. To maintain it the minimum recharge amount of only $10 USD per year is required.
      2. If the PEN has a SIM card assigned to it, the SIM card balance rules will apply. To maintain the balance both for the SIM and all PENs assigned to it $25 USD min recharge will be required every 10 months.
108. 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.
109. OneSimCard General Service 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.

110. OneSimCard General Service Questions
    • When my order will be shipped?

      Sim card and phone orders placed during business hours before 3 PM Eastern Time will be shipped on the same day the order was placed. Orders placed after 3 PM will be shipped the next business day. The only exceptions are phone that are out of stock. In this case you will be notified about delayed shipping during the purchase.
      Rental Orders will be shipped in such a way so you will received it 1 day before the Rental Start date you indicated on your order. For last minute rental orders, you will have to use express delivery options.

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