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11. Rates and Cost Questions
    • How often do I need to recharge my OneSimCard account?

      Your OneSimCard global SIM card and European phone number will never expire as long as you make at least one call every 18 months. If you fail to make or receive at least one call every 18 months, your OneSimCard global SIM card and European phone number will expire and you will not be entitled to a refund even if at the time of expiration your account had a positive balance.

      However, the funds on the SIM card will expire 10 months from your last recharge and will not be refunded to you. The minimum recharge amount is $25. By simply recharging at least once every 10 months your balance will roll over. If your balance does expire, it will not be refunded to you but all you need to do to get the service working again is to log in and add funds to your SIM card. If you set up the automatic recharge, it will be canceled if you allow the funds to expire, so you will need to set automatic recharge up again once you recharge your balance.

12. eSIM
    • Can I install my OneSimCard eSIM more than once?

      You can re-install the eSIM on the same phone up to 10 times.  eSIM can be installed only on one device. Once installed, it's not possible move that eSIM to another device. If you need to install eSIM on another phone, please order a new eSIM. Balance and PEN(s) from the old eSIM can be moved to a new eSIM at your request.
13. OneSim VoIP
    • What are the advantages of using OneSim VoIP?

      The main advantages are significant cost savings and the ability to call from countries where there is no roaming coverage available.
      OneSim VoiP can be used from any Android or Apple ( iOS) device to make international LD calls even when you are not traveling. OneSim VoIP does not require having OneSimCard SIM being installed in the phone. OneSim VoIP can be used with Wi-Fi or 3G/4G - no difference. You just need to have OneSimCard account with the SIM VoIP capable PEN. Calling using OneSim VoIP will cost most of the time less than any other way of calling.
      OneSim VoIP is available with the following SIM cards: Plus, Expedition (formerly Data & Roam) and Europe & More. 
14. Troubleshooting Questions
    • Does iPhone Hotspot work with OneSimCard?

      Yes. All unlocked iPhones' Hotspot feature works with OneSimCard SIM.

       
      There are a few settings to make sure for this to function properly on your iPhone:
      1. Settings - Cellular - Cellular Data - ON
      2. Settings - Cellular - Data Roaming - ON
      3. Settings - Cellular - Cellular Data Network - Cellular Data - APN = APN will be set automatically
      4. Settings - Wi-Fi - ON
      5. Settings - Personal Hotspot - ON. 
      After turning the Hotspot on, you should stay on the Personal Hotspot screen of your iPhone for SSID of your phone to show up on other Wi-Fi devices, so you can get connected. After you connected to the Hotspot, you can leave the screen. Alternatively, you can always use Bluetooth or USB connection to provide the internet access from your OneSimCard iPhone Hotspot to your other devices.
15. Troubleshooting Questions
    • I have a OneSimCard SIM and my phone will not register on a roaming network, what's wrong?

      Sometimes when moving from the USA, Canada or Mexico to another country, the SIM card will need to be reset to properly register on a new country roaming network.

      • If you have the OneSimCard Menu on your phone (it may be called Sim Application Menu on iPhones or SIM Toolkit on Androids), go to the menu, scroll down to Settings and enter Service Code 2003 and confirm, then Code 000 and confirm. For older SIM cards after this enter Service Code 1101 and confirm. Turn the phone off and then back on.¬†

      • If you do not have access to the OneSimCard Menu then turn off your phone, remove the battery for 20 seconds, reinstall the battery and then turn back on your phone.
16. Troubleshooting Questions
    • I have an Verizon or Sprint Smart Phone ( iPhone, Samsung Galaxy, HTC, etc). Will OneSimCard work with my phone?

      Verizon and Sprint now offer dual mode - CDMA and GSM phones, which are capable of working on GSM networks. You can request Verizon and Sprint to unlock the GSM portion of the phone for international travel and they will most likely do this for you. However, Verizon and Sprint usually does not unlock phones 100% - they do this partially, so you are not able to use the phone while in USA.

      In such Verizon and Sprint phones you can get invalid message when inserting OneSimCard SIM or your phone does not find US networks. Verizon and Sprint unlock their phones in such a way that you can't use it in USA, but once you are out of the country the SIM will be accepted. Unfortunately, there is no way to tell the difference with this kind of unlocking if the phone is not unlocked or partially unlocked to work only outside of USA. In our experience, once this kind of phone leaves USA, it starts working.

17. Troubleshooting Questions
    • I have an iPhone and am receiving charges for SMS sent to a UK mobile number 447786205094. Why?

      This is a known issue with Apple's Facetime and iMessage applications on Apple iPhone  devices. We recommend disabling Facetime and iMessage so it will not be able to automatically send SMS to this 447786205094 number. Any SMS sent to this number automatically by your phone can not be refunded by OneSimCard. Additional questions regarding iPhone applications and how they communicate should be directed to Apple Support.
      You can learn more on the Apple Support web site:
      https://discussions.apple.com/thread/5968824
18. eSIM
    • How do I install my eSIM?

      Before purchasing, please ensure you have verified that your device is unlocked and one of the supported devices. Installation is completed by using your phone to scan the QR code of the purchased eSIM.  You may scan the QR code by displaying it on the computer screen, another device, or a printed copy.

      If you’ve already purchased OneSimCard eSIM, you can see full installation instructions and access your QR code from the Recharge menu in your online account. Make sure eSIM is selected in the Select SIM Card drop down menu.

      If you have not purchased your eSIM yet, learn more about international eSIM here.

19. Troubleshooting Questions
    • Will¬†a OneSimCard international SIM card work with my mobile phone?

      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.

20. Troubleshooting Questions
    • Can I move balances from one SIM card to another?

      We allow moving balances from one SIM card to another in the following cases:
      • Corporate Accounts - anytime.
      • Individual Accounts - only when a SIM card is lost or stolen. The remaining balance from your lost or stolen SIM card can be transferred to another SIM card on your account or you can order a new SIM card if you would like to keep your original European number from the lost SIM.

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