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31. 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.

32. 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.

33. Troubleshooting Questions
    • When I dial following your instructions it does not work. What's wrong?

      This answer applies to SIM cards purchased before January 1, 2017.

      Some phones, such as Samsung, some Motorola, Android and Apple iPhones, require special dialing instructions or simple OneSimCard settings menu changes in order to make calls.

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

      How to activate compatibility mode:

        1. Locate OneSimCard Menu.

       On iPhones it is called SIM Applications menu and is located under Settings- Phone menu

               On Androids it is called SIM Toolkit app or OneSimCard app and it looks like one of the apps.

         

      1. Open "OneSimCard" menu ( SIM Applications, SIM Toolkit, STK)
      2. Select "Settings
        Newer SIM Cards: Select Service Code option and follow instructions below:
        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.

          If for any reason after entering compatibility code, you still do not get a ringback or you get the ringback the first time you make a call, but second time it would not work, please enter code 802 into the Service Code window instead of 1101 as provided above.

           

          iPhone users can download OneSimCard Assist App from iTunes that will takes care of the iphones compatibility issues, except for removing the ringback.


          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* and # at the end can be used from any phone. However, most phones do not require it.

          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.
          Again, this troubleshooting advice might be needed only for older SIM cards.

           

           

      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 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.
      36. 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.

      37. Rates and Cost Questions
        • What is your Return/Refund policy?

          We do not give refunds for airtime.

          You may return an unused phone or OneSimCard SIM card within 30 days after our shipment of the item to you, provided you never placed a call to or from the mobile phone issued, all airtime is intact and the phone or OneSimCard SIM card is new condition, in the original factory carton, including all packaging materials, inserts and manuals, warranty cards (not filled-out) and all related accessories. A 25% restocking fee will be applied and shipping charges will not be refunded. Returned merchandise will not be accepted unless a Return Authorization (an RA) has been requested and issued by our Customer Support department. The RA number must be clearly written on the outside of the box in order to be processed.

          We will not refund airtime used on mis-dialed calls. If you are not sure how to dial a number in a specific country, please request support from customer service.

          There are no refunds for sent SMS messages - either it was delivered to the recipient or not. Not all SMS messages can be or will be delivered.

          We will not refund minutes used for calls to Customer Service. A call made to Customer Service will be billed at the same rate as a regular call made from the country in which you are located.

          There will be no refunds for expired SIM Cards, even if at the time of expiration your SIM Card Account had a positive balance.

          There will be no refunds for expired SIM Card Account balances should you fail to recharge your account with at least a $25 payment within ten (10) months of your preceding $25 recharge.

          There will be no refunds of your account balance if you terminate the Service.

          There will be no charge to your prepaid account if you do not answer the call back. Contact OneSimCard Customer Support for more help.

      38. OneSimCard General Service 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.
      39. 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.

      40. OneSimCard General Service Questions
        • Can I get rewarded for referring friends to OneSimCard?

          Yes, you can! Our Refer a Friend program is available to all OneSimCard active account holders. For each friend you refer that purchases new service, you will receive $10 ($5 for rentals) deposited into your 1SIM Money Fund. The referral bonus will be received once the order for new service is placed, shipped and the 30-day return window has closed. You can then use these bonus awards to recharge your airtime or use toward any other purchases. There are no limits to the number of friends you can refer or the bonuses you can receive!

          In addition, your referred friend will also receive a 5% discount on their initial order, excluding airtime.

          To refer a friend, simply log in to your account and click the Refer A Friend link on your main account menu. You will be notified when your referrals make a purchase and will be able to track all of your referrals right from this Refer A Friend page.

          Please note: in order to be eligible for your bonus you MUST first refer your friend(s) using the Refer A Friend link/page. We will not accept any referrals verbally, via email or by any means other than submitting through the form.

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