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111. 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.
112. 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.
113. How To Use Questions

    • Is there any way to remove the callback ring after I dial a number?

      The newly offered eSIM, OneSimCard Europe & More and Universal SIM cards do not use the callback to make an outgoing call in over 70 countries.

      Currently, the mobile application to remove the callback on other SIM cards is not available.
114. Troubleshooting Questions

    • I am traveling in Saudi Arabia and can receive calls, but I can't make an outgoing call. What should I do?

      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:

      1. Open "OneSimCard" menu
      2. Select "Settings"
      3. Agree with message by pressing "Yes"
      4. 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:

      1. Open "OneSimCard" menu
      2. Select "Settings"
      3. Agree with message by pressing "Yes"
      4. 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.

      To: 9146
      Message: 00 + Country Code + Number + 
      * is a star character located on the keypad

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

      To: 9146
      Message: 0018574440686
      After your SMS is sent wait 3-10 seconds. You will get a callback as usual and your call will be connected to the destination number.

      Note 1: You can't send this SMS from the SMS OneSimCard menu of the phone.

      Note 2: If you see on the screen that the message has not been sent, make sure that SMS settings of your phone is complete and the SMS Center number is set to: +3725099000

       

      There are no special instructions to receive calls in these countries.
115. How To Use Questions

    • How can I dial '+' on my phone when making call?

      Note: You can always dial 00 instead of + when making outgoing calls. For example, to reach OneSimCard customer service in the USA you can just dial 001 617 3138888.

      You should consult the phone manual for this info. Different manufacturers have specific ways to access the '+' key, so make sure you know yours.

      Here are few known ways:
      • BlackBerry?® 6210: Press Alt (bottom, far left on keyboard) and the letter "I".
      • Bosch: Press and hold the star (*) key until the "+" sign appears.
      • Motorola: Press and hold the zero key until the "+" sign appears.
      • Nokia: Press the star (*) key twice in rapid succession.
      • Pocket PC: Pull up the keyboard, hit the <123> button in the top left corner, and select "+" from the resulting screen.
      • Samsung: Press and hold the zero key until the "+" sign appears.
      • Sony Ericsson: Press and hold the zero key until the "+" sign appears.
      • Treo 270: Press the blue button and then the "G" key.
116. 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.
117. OneSimCard General Service Questions

    • Are there any discount SMS text message plans available in Europe or other countries?

      Discount SMS from Europe and many other countries are available with OneSimCard Universal, OneSimCard Plus, Expedition (formerly Data & Roam) and Europe & More SIM cards.

      Discount SMS 100 Plan

      When activated, this plan provides 100 free classic SMS messages sent from Europe to any number in any country in the world. Messages should be sent from the normal SMS menu of your phone and NOT from the OneSimCard 'Travel SMS' menu. SMS plan will be effective for 30 calendar days after the activation took place. The plan can be activated from your OneSimCard web account. Activation cost is 10.00 USD.  

      New SMS plans are available in following countries:
      Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Martinique, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, United Kingdom and Vatican City.

      To check how many days and SMS messages are left, dial *146*922*1#
      Screen will show the following message: "SMS package active for X day(s) more, You have already used X of XX free SMS"
118. Troubleshooting Questions

    • I can't send SMS from my iPhone

      There is a known bug with iPhone phone book. If you are trying to text to a contact that is entered in the phone book, and the contact is not entered in proper international number format, the SMS will not go through even if you just enter the number in the SMS menu directly and properly. 
      Please edit the record in the phone book to be +CountryCode_Number. It needs to have the + character in front, which is an equivalent of 00.

      You will also need to delete all recent attempts to send SMS to this number from the Messaging menu. It should be no conversation or attempts to send SMS left in the phone to this number.


      We understand that this is very frustrating, but do not know why Apple will not fix it. This problem affects only Apple phones.

      Example: for US Number 1-617-600-8250 you should have entered in the address book: +16176008250
      Delete existing text conversation after fixing the phone book record. 
      You can always test your SMS by sending SMS to OneSimCard Support number +16176008250 from your OneSimCard phone. This will create an automated ticket in the system and you will know if the message was delivered or not. You will be charged regular SMS rate for this message.
119. OneSimCard General Service Questions

    • Are there any language translation, concierge, business or emergency services while abroad?

      Yes! Our 24/7 Global Concierge Service offers a full suite of services available 24 hours a day. Includes concierge services, business services, medical services, emergency assistance and interpreter services in over 90 languages.

      A sample of available services:

      • Information about countries, visas, vaccinations, safety, weather, hotels, transportation
      • Reservations for hotels, flights, trains, car rentals, restaurants
      • Information about sporting/cultural events, buying tickets, calling a taxi
      • Business services such as helping to organize business meetings, conference calls, document translation, office equipment rental, currency rates, stock market indices, wake up service, fax service
      • Receive emergency and routine medical advice, arrange arrival of a doctor or an ambulance, get medical and dental referrals, get help with lost baggage, tickets or passport, problems at check-in, rebooking tickets, etc.
      • Roadside assistance
      • Emergency messaging to family members or consulates
      • Legal aid


      Simply dial +372991 from any OneSimCard enabled phone to access the Global Concierge service.

      There is no additional cost of using Global Concierge except per minute call cost from the country the call is made from.
120. 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.



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