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41. 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.
42. How To Use Questions
    • Is there a mobile app that will let me recharge my account and other services?

      Yes! Our OneSimCard Direct app for the iPhone (must be jailbroken) and Android 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. OneSimCard Direct is available for download from Google Play for Android phones and from Cydia for jailbroken iPhones. Find more information in the Help section of your online account.

43. 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 compatibily 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.

           

          Please bear in mind that Android phones can use OneSimCard Direct App available free for download from Google Play.  Using this app takes care of the Android phones compatibility issues, allows to remove the callback ring (Android OS version 5 or below) and also will automatically correct mis-dialed phone calls in most cases. iPhone users can download OneSimCard Assist App from iTunes that will do the same, 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.

           

           

      44. How To Use Questions
        • Is there any way to remove the callback ring after I dial a number?

          The newly offered OneSimCard Europe & More does not use the callback to make an outgoing call.

           

          With OneSimCard Plus or Data & Roam SIM:

          Normally, when you make a call with OneSimCard the phone will ring back within a few seconds after dialing and you will then get connected. You can eliminate this callback if you have a smarphone running Android (OS version 5 or below) by downloading and installing our OneSimCard Direct mobile app. Alternatively, you can purchase our Global Dual SIM Quad-Band GSM Unlocked International Cell Phone which has built-in software that automatically removes the callback.

          For phones using Android (OS version 5 or below):

          OneSimCard Direct allows you to hide the callback and makes it easier to make a call directly from your phone's address book.

          Once the application is installed on your phone, please run it once and then turn your phone off and back on. You will then be able to dial without receiving the callback.
      45. 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 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 the phone. 

          To change the SMSC on Iphone dial: 

          Plus and Standard SIMs: **5005*7672*+3725099000# outside of USA or Canada and and **5005*7672*+85290296747# if in China.

          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.
      46. Rates and Cost Questions
        • What is the refund/Return 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.

      47. 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.

      48. 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 or you can manually select and register with a network. 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.

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