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11. OneSimCard General Service Questions
    • Will I get a bill for using OneSimCard service?

      No. OneSimCard service is a prepaid service. You will not be able to spend more than you put on the SIM, except when you set the automatic recharge of the SIM. There are three simple ways to add funds to the balance of the SIM: from on-line, from the mobile phone and by setting up an automatic recharge. This pertains to both - purchased SIM cards and rentals.
12. Ordering Questions
    • How long will it take for my OneSimCard to be delivered?

      Your order will be shipped the same day you place it, provided that it was received on a business day before 3 PM EST. Otherwise, your order will be shipped the next business day.

      We offer several delivery options:
      • USPS Priority mail
        Your order should arrive within 2-3 business days, but it is not guaranteed.
      • FedEx Next Day and FedEx Next Day Priority.
        Delivery guaranteed by 10 AM or 3 PM.
      • FedEx Two Day
        Delivery is guaranteed in 2 business days.
      • FedEx Three Day
        Delivery guaranteed in 3 business days.
      • Fedex Express Overnight.
        Next day delivery before 12:00 pm to most locations in the USA.
      • FedEx Ground
        Delivery guaranteed in 1-6 business days depending on the destination from Boston, where we ship from.

      For orders shipped outside of USA:

      • International Air Mail - usually takes 5 to 30 business days, no tracking
      • US Postal Service International Priority - delivery time depends on the country
      • Fedex International - 2-6 business days - depends on the country and location in the country. This is the most reliable shipping option.

      You will get more detailed information about the delivery to your destination when you start placing your order.

13. How To Use Questions
    • There is no OneSimCard Menu (SIM Toolkit) in my Android phone. How can I fix this?

      Some recent Android upgrades to versions 4.2.1 and 4.2.2 have a bug causing the OneSimCard Menu, labeled as SIM Toolkit, to be disabled.

      If you do not see the SIM Toolkit app in your Android phone, please try doing the following:

      Go to Settings>Security>Setup SIM Card Lock>Lock SIM Card. It will ask for the default SIM PIN. Enter 0000. Power off the phone and turn it back on. The SIM Toolkit app will then become available, though it might take 1-2 minutes for the phone to display it.

      On Android version 5.1 go to Settings > SIM Cards > SIM Toolkit

      Once you have access to the SIM Toolkit, select it, scroll down to Settings, enter 1101 and press confirm. Your phone will now be able to dial normally.

14. OneSimCard General Service 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.

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. 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.

17. 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.

18. OneSimCard General Service Questions
    • What is Universal 3-in-1 SIM size SIM card?

      Universal 3-in-1 SIM size SIM card can be adjusted to 3 different SIM sizes: Regular, Micro and Nano. Universal SIM card fits all GSM devices that take any of those sizes. Compatible devices include all iPhones, Samsung, HTC and other phones.
19. Rates and Cost Questions
    • Is it free for someone to call my OneSimCard number using Viber?

      Through a unique partnership with Viber, your primary OneSimCard number (+372) can be called free of charge for any Viber user! (requires activation and special dialing instructions, see below)

      HOW: When this feature is activated, Viber users can call OneSimCard numbers for free by using a special dialing format +372800XXXXXXXX, where XXXXXXXX is the rest of the OneSimCard phone number after 372. For example, a OneSimCard user with the phone number +37212345678 should be called by dialing +37280012345678.

      TO ACTIVATE: Log in to your OneSimCard account and go to the My SIM Cards menu. Scroll down to where it says "Incoming Viber Calls" and click Enable to activate this option.

      COST: The call is free for the Viber user. The cost of receiving the Viber call is the same as receiving a call through a Personal Extra Number (PEN), i.e. the regular incoming call rate in the country you are in plus 20c/min. In countries with free incoming calls, like Italy or Japan, the cost will be just 20c/min.

      PLEASE NOTE:

      • When dialing in Viber, if Viber user chooses the Estonian country code in the menu then they should just dial 800XXXXXXXX because the +372 is added automatically.
      • If the “free calls to OneSimCard from Viber” option is not activated for a particular OneSimCard number, when a Viber user dials +372800XXXXXXXX they will hear an automatic message: “The mobile phone is either switched off or out of coverage area.”
20. 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 two years. If you fail to make or receive at least one call every two years, 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.

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