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71. OneSimCard General Service Questions
    • Can I send an SMS to or from a Common Access Number or Personal Extra Number?

      You can't send SMS to a Common Access Number (CAN). Common Access Numbers and majority of Personal Extra Numbers are for Voice Calls only.
      Starting December 8th, 2014 all new USA and Canada Personal Extra Numbers are capable of receiving mobile SMS. SMS received on US or Canada PEN will incur 9 cent charge.
      Starting January 10th, 2019 UK Mobile SMS numbers are capable of receiving mobile SMS.
      We recommend that SMS senders use our free online SMS or email-to-SMS functions as described in the user manual and our FAQs.

      Note: US and Canada PEN can receive only actual mobile SMS from mobile phones. Alert and verification SMS sent from web sites like Google, Yahoo or your bank will not be delivered to US or Canada PENs due to the way these web sites send there messages. 
      If you require some alerts SMS sent from banks and other institutions, we offer special US-SMS Bank Verification PEN that will be able to receive SMS from mobile numbers as well as from institutions used for 2 step verification processes.


72. OneSimCard General Service Questions
    • In which countries will the OneSimCard Europe & More work?

      Armenia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Kazakhstan, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine, United Kingdom, USA and Vatican City

73. 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.

74. 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.
75. OneSimCard General Service Questions
    • When my order will be shipped?

      Sim card and phone orders placed during business hours before 3 PM Eastern Time will be shipped on the same day the order was placed. Orders placed after 3 PM will be shipped the next business day. The only exceptions are phone that are out of stock. In this case you will be notified about delayed shipping during the purchase.
      Rental Orders will be shipped in such a way so you will received it 1 day before the Rental Start date you indicated on your order. For last minute rental orders, you will have to use express delivery options.
76. OneSimCard General Service Questions
    • How can people call and text me for free using the OneSimCard Connect app?

      OneSimCard Connect is a free app for Apple iOS devices that lets people call and text your OneSimCard-enabled phone at ZERO cost to them. Please note that your OneSimCard balance will be charged to receive these calls at the standard incoming call rate for the country you are in, plus an additional 20c/min. Receiving text messages sent from the app is absolutely free.

      Example 1: you are in China where incoming calls are free and someone calls you using OneSimCard Connect. It will be free for the caller and you will be charged 20c/min

      Example 2: you are in Brazil where incoming calls are 35c/min and someone calls you using OneSimCard Connect. It will be free for the caller and you will be charged 55c/min

      PLEASE NOTE: You must enable this feature from your online account's My SIM Cards menu in order for people to be able to use the app to contact you.

      Requires Apple iOS 4.3 or later

      Download for free from the iTunes App Store

77. OneSimCard General Service Questions
    • What is the difference between eSIM, OneSimCard Universal, OneSimCard Expedition (formerly Data & Roam) and OneSimCard Europe & More SIM cards?

      All 4 OneSimCard SIMs work in a very similar manner.  They all use an Estonian Mobile Number as the primary number and offer a Free US or Canada PEN for 30 days. All OneSimCards also offer many  additional features such as Live Customer Support, SIM VOIP and Apps for iPhone and Android.

      The main difference between the 4 SIM cards is that OneSimCard Universal and eSIM offers Voice and SMS Text Messaging in many more countries as well as lower data rates.  The OneSimCard Expedition (formerly Data & Roam) is recommended to be used in some countries where for it offers coverage while Universal SIM does not.  For some countries like Canada, Cuba, Brazil and a few others, the OneSimCard Expedition (formerly Data & Roam) offers lower calling rates. 

      The OneSimCard Europe & More was specially created for European travelers and offers our best calling rates to the US & Canada from the 40 included countries. Both the Europe, eSIM and Universal SIM cards offer easy Direct Dialing in 40 (EM) and 75 countries respectively, while OneSimCard Expedition (formerly Data & Roam) utilizes callback. eSIM and Universal SIM offers callback dialing in those 130 countries which are not covered by the Direct Dialing. Callback dialing does not make it more complex for the caller, except for pressing the Talk button on the mobile phone twice instead of once when making a call.

      OneSimCard Universal, Plus, OneSimCard Expedition (formerly Data & Roam) and OneSimCard Europe & More also operate on different networks in many countries.

      You can compare rates for all these SIM cards here.

78. OneSimCard General Service Questions
    • What Are Additional Calling Options Available?

      There are many additional options available to reduce cost as well as to make it easier for callers to reach OneSimCard phone.

       
      These options are:
      • PEN - Personal Extra Numbers - Provides an option to call OneSimCard phone directly locally from 60 countries.
      • CAN - Common Extra Numbers - Provides an option to call OneSimCard phone¬†locally from 10 countries without ordering a PEN. See Help Menu of your on-line account for details.
      • SIM VOIP - iPhone and Android App allows lower cost calling and texting over WI-FI or Mobile Data.
      • OneSimCard Connect App - Android App¬†Makes dialing easier. Auto-correct mis-dialed numbers. Removes the callback feature on the Plus and Expedition (formerly Data & Roam) SIM cards.
      • Viber - Allows Viber Callers to call free to OneSimCard Phone.
79. OneSimCard General Service Questions
    • Can I install my OneSimCard eSIM more than once?

      You can re-install the eSIM on the same phone up to 10 times.  eSIM can be installed only on one device. Once installed, it's not possible move that eSIM to another device. If you need to install eSIM on another phone, please order a new eSIM. Balance and PEN(s) from the old eSIM can be moved to a new eSIM at your request.
80. OneSimCard General Service 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.

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