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91. Troubleshooting Questions

    • I have a Samsung phone. When I dial following your instructions it does not work. What's wrong?

      Some phones such as Samsung and some other brands require dialing a specific prefix 146 in front of the dialed string when used with a OneSimCard.

      For example, calling to USA: Dial *146*0016175551212# and press the TALK (or SEND) button
      * is a star character located on the keypad 
      • To check your balance dial  *146*099 and press the TALK (or SEND) button
      • To add funds dial *146*098XXXX*ZZ and press the TALK (or SEND) button,
        where XXXX - 4 last digit of your credit card on file, ZZ - Recharge amount
      • You need to press * on your phone in the above dialing sequences
      • Activation of voice mail *146*091 and press the TALK (or SEND) button
      • Deactivation of voice mail *146*090 and press the TALK (or SEND) button
      • Check number of messages in Voice Mail *146*094 and press the TALK (or SEND) button
      • To listen to voice mail *146*095 and press the TALK (or SEND) button

      The sequence *146* can be used from any phone. However, most phones do not require it.

      It is possible to make almost any phone entirely compatible, so you can call directly without using OneSimCard menu or *146* by following these simple programming instructions below.

      How to activate compatibility mode:

        1. Locate and Open "OneSimCard" Menu. ( It could  be displayed as STK Menu)

              2. Select "Settings"

        Newer SIM Cards: Select "Compatibility" 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.
          d when used with a OneSimCard.
      92. Ordering Questions

        • When does a Personal Extra Number (PEN) subscription start?

          New SIM card orders with PENs

          Your monthly, quarterly, bi-annual or annual subscription to a Personal Extra Number starts the moment your order has been shipped. If you do not need your Extra Number to be active right away, you can always wait and order an Extra Number later at any time by logging into your account.

          eSIM orders on onesimcard.com do not require shipping.

          PENs added to existing SIM cards

          These PENs subscriptions are activated right after the order has been processed. The activation is pretty much instant, unless your PEN order requires additional documents for verification. Please see the local number information page for the list of any additional document requirements by country.

          Free Trial PENs

          Many SIM cards come with Free Trial PENs that are inactive by default. You can activate Free trial PENs at any time from your account.

          BANK SMS Verification PEN

          The SMS Verification PEN is the only PEN that can be used without a SIM card. These PENs are activated instantly if ordered on their own or added to an existing active SIM card.
      93. OneSimCard Rentals

        • How do I purchase additional airtime?

          The phone will come with $5 of initial airtime. There are three ways to purchase additional airtime.
          1. You can buy the airtime on-line by logging into your account at www.onesimcard.com. Your account will be created automatically when we ship you the phone.
          2. You can set up an auto-recharge which will automatically add value to your existing balance once it goes below a predetermined balance.
          3. You can use your Global Mobile Phone, by submitting a recharge order from the handset. Your credit card on file will be charged and the airtime will be added instantly.
      94. 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
      95. 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.
      96. 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.
      97. Ordering Questions

        • Can I pay with PayPal?

          Yes, you can pay with a verified PayPal account only. When paying with PayPal you first deposit money into your 1SIM Money Fund. Once the money is there, you can make a purchase or set automatic recharge of you SIM card(s) or Extra Number(s). Due to high level of PayPal fraud lately we will require to upload the goverment issue picture ID for additional verification.
      98. 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.
      99. 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.
      100. OneSimCard Rentals

        • How does the global cell phone rental program work?

          It's actually quite simple to rent a OneSimCard international cell phone phone bundle to use during your travels. Just tell us the date you need the phone and we'll ship a complete package directly to your door. Your package will include a mobile phone programmed with an international phone number, extra battery, charger, international travel plug adapter, holster, OneSimCard User Guide, $5 worth of initial airtime, and a US Mail return envelope. When you return from your trip, simply return the package in the envelope provided - just add postage.

          Update: As of March 5, 2018, all rentals come with a prepaid USPS Priority Mail return label. Simply attach it to the provided return envelope with your rentals inside and drop it off at the nearest post office. It’s that easy!

          When you tell us the country of your travel, we will select the SIM card type for you that offers the lowest calling rates in this country.

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