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31. Troubleshooting Questions
    • I just activated my SIM card and can't make a successful test call. What's wrong?

      If you just activated your SIM card and can not make a test call by following the instructions in the user manual, you will likely just need to power off the phone and power it back on again. The phone should automatically re-register with one of our partner networks. Remember, if you answer the test call when it rings you will be charged for the call.
      We strongly recommend you to watch very short video tutorials that will help you to understand how to make calls, SMS and data on your OneSimCard Phone.

      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.

32. Rates and Cost Questions
    • What is the cost to make calls from a OneSimCard phone to another OneSimCard phone?

      It depends on the country you're in when making the call. In many countries there is a special low rate of just $0.25/min to call another OneSimCard phone (only when dialing the other OneSimCard user's primary mobile number, not a Personal Extra Number). In other countries your cost will be our standard low outgoing call rate from that country.

      Example 1: two OneSimCard users are in Italy and one calls the other, the cost will be $0.25/min for the caller and free for the receiver.


      Visit our Rates & Coverage page and choose any country to view its current rates. Use the dropdown menus to see rates for calling to/from other countries.

      PLEASE NOTE: If you activate a discount call plan, the special rate to make OneSimCard-to-OneSimCard calls will not be available. You will be charged for those calls according to the discount call plan rate.

33. How To Use 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.

34. 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.

35. How To Use 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.
36. How To Use Questions
    • Do I need to change any settings on my phone when going abroad?

      Not Really. If you are planning to use Mobile Data, you will need to enable Data Roaming on your phone. Everything else in modern phones get done automatically.
37. How To Use Questions
    • How do I set up SMS text messaging on my phone?

      SMS messaging usually works without any additional setup of the phone.
      In rare cases when there are issues sending or receiving text messages, please look at the following:

      Problem with Sending SMS:

      • Incorrect SMSC number (SMS Service Center Address) in handset settings.

      SMSC number should be set as follows:

       

      1. For Standard  and Plus OneSimCard SIM: +3725099000 for all countries except:

      a. China:  +85290296747

       

      2. For the Expedition (former Data & Roam) SIM as well as for Europe & More SIM: +37256100041

       

      Special instructions for Apple Phones:

      With Apple iPhones to check SMSC:

      From the phone dialer Dial *#5005*7672# 

      You will see the SMSC set currently on the phone. 

      To change the SMSC on Iphone dial: 

      Plus and Standard SIMs: **5005*7672*+3725099000# for all countries except China and **5005*7672*+85290296747# if in China.

      Expedition (formerly Data & Roam) and Europe & More SIMs in any country: **5005*7672*+37256100041#


       

       

      If your phone requires the name of Message Center Name enter: SMSC
      SMS lifetime is short - must be at least 2 hours or set to Maximum settings.
      Try sending SMS from OneSimCard menu

       

       Problem with Receiving SMS:

      • Receiving Handset does not have enough free memory for incoming SMS.
      • Receiving Handset was turned off or out of the coverage area during SMS lifetime set on the sending phone - usually 2 hours.
      • Sender's SMS provider does not have an agreement with the receiving network.
38. How To Use Questions
    • How do I make a call using OneSimCard global cell phone service?

      To make a call:
      • Dial 00-CountryCode-AreaCode-Number and press the TALK/SEND button.
        Example: To call OneSimCard Support in the USA you would dial 00 1 617 3138888 and press TALK/SEND.
      With Europe & More SIM that does not use the callback to make a call, you will just get connected.

      With OneSimCard Plus SIM or Expedition (formerly Data & Roam) SIM:

      After pressing the TALK/SEND button you will see a variable message on the screen (for example 'Wait for call') which you can ignore and your phone will ring back in a few seconds. Answer this ring as you normally would answer any incoming call. Your call will then be connected.

      If you are unsure about how to properly dial an international number, follow this link for detailed country by country dialing instructions.
39. Ordering Questions
    • Can I use OneSimCard service if my phone is locked?

      Yes. There are few options available if your phone is locked to the carrier that sold you the phone.

      • Try contacting the carrier to see if they unlock it for you.

       

      • You can purchase a travel phone bundle with the SIM at

                 http://www.onesimcard.com/international-cell-phones/

      • You can purchase a MI-FI device with OneSimCard ¬†SIM at¬†http://www.onesimcard.com/international-cell-phones/. The Mi-Fi device will provide your locked Android or iPhone with mobile data over Wi-Fi connection that you can use on your phone for Voice and Texts using SIM VOIP app, as well as data for web browsing, email, GPS navigation, etc.
40. Ordering Questions
    • Do I need to activate the SIM card when my order is received or purchased from a retail store?

      Yes, you will need to activate the SIM card once the order is received.

      All OneSimCard international SIM cards and international cell phones with SIM cards are shipped inactive to prevent theft and improve security. Only the person who placed the order for OneSimCard service can activate it.

      Activation is very simple: When you receive the SIM, just log in to your account at www.OneSimCard.com and click the large Activate button you will see in the middle of the screen.

      Retail Customers: If you purchased your SIM card through an online or brick-and-mortar retail store, you should have received activation instructions inside the product packaging. To activate retail SIM cards, go to www.OneSimCard.com/Retail enter your new OneSimCard international mobile number and fill out the form to register and activate the SIM card.

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