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91. 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.

92. Troubleshooting Questions
    • I just arrived in a foreign country and my phone is not working, what should I do?

      If you left your phone on during your flight or cruise then you should fully power down and restart your phone. Once your phone powers back on it should automatically select an available roaming network.

      If your phone is not a quad-band phone, please make sure that the bands of your phone are those required in the country of your travel. You can look it up here.
      In some countries like in USA turning off 3G mode of the phone will make it quicker for the phone to register on the network.
93. 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.

94. Ordering Questions
    • What kind of payments do you accept?

      We accept Visa, MasterCard, Discover, American Express, Verified PayPal Accounts and Bitcoin.

      U.S. corporations can pay with company checks, ACH or wire transfer.

      For international customers with credit cards issued outside of the U.S. we require the order to be verified using the OneSimCard verification procedure. We do accept credit cards from most foreign countries.

      Attention: Customers from the following countries must use Bitcoin option only (we will not accept credit cards or PayPal as a form of payment): Congo, Egypt, Ghana, Lebanon, Nigeria, Pakistan, Palestine and Syria.
       
      To make it simpler, you can deposit money into your OneSimCard Money Fund and then use the funds to make all purchases at OneSimCard.com including airtime recharges.
95. OneSimCard General Service Questions
    • Is there a way to send a SMS to a short code number?

      OneSimCard does not offer SMS service to short code numbers.

      Please note: If you do try to send an SMS to a short code then your account may be charged $9 for each message.
      We do offer special US PEN that is capable of receiving SMS from Short Codes, like those sent by Banks, Paypal and other institutions.
96. Rates and Cost Questions
    • Can I Pay with BITCOINS?

      Yes, You can pay with Bitcoins.

      When paying with Bitcoins you first deposit money into your 1SIM Money Fund. Once the money is there, you can make a purchase or set an automatic recharge of you SIM card(s) or Extra Number(s).


      Follow these steps:
      1. Go to www.onesimcard.com and if not registered yet, register by clicking on the Register link in the upper right corner of the screen.
      2. Once registered, log in to your account at www.onesimcard.com and proceed to 1SIM FUND menu.
      3. Select amount you would like to add to your OneSimCard fund.
      4. Click on BITCOIN button. You will be provided with few options for sending bitcoins.
      5. Follow the instructions on the screen.
      6. Once paid and funds are received by OneSimCard, you will be notified by email. While it usually takes no more than 1 hour for the payment to be posted to your 1SIM FUND, it could take up to 6 hours. Once you receive the confirmation email, you can log in to your OneSimCard.com account and make a purchase or recharge using the balance of your 1SIM FUND.
97. 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.
98. Rates and Cost Questions
    • I was charged a large amount for mobile data service even though I barely used data, what happened?

      Each mobile data session is charged for a minimum of 10kB usage. Even if you check just one 3k email you will be charged for 10kB of usage. In some countries this can be over 30c per session, however in Europe and elsewhere it can be as little as 1c. Check all rates.

      Please note: Some phones, like iPhones and other smartphones, can access data without you even knowing it if you have data enabled. We strongly recommend checking the settings on your phone or disabling GPRS from your OneSimCard account if you will not be needing data service. By default, all SIM cards are pre-programmed with GPRS data service disabled.

99. OneSimCard General Service Questions
    • Are there any discount SMS text message plans available in Europe or other countries?

      Discount SMS from Europe and many other countries are available with OneSimCard Universal, OneSimCard Plus, Expedition (formerly Data & Roam) and Europe & More SIM cards.

      Discount SMS 100 Plan

      When activated, this plan provides 100 free classic SMS messages sent from Europe to any number in any country in the world. Messages should be sent from the normal SMS menu of your phone and NOT from the OneSimCard 'Travel SMS' menu. SMS plan will be effective for 30 calendar days after the activation took place. The plan can be activated from your OneSimCard web account. Activation cost is 10.00 USD.  

      New SMS plans are available in following countries:
      Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Martinique, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, United Kingdom and Vatican City.

      To check how many days and SMS messages are left, dial *146*922*1#
      Screen will show the following message: "SMS package active for X day(s) more, You have already used X of XX free SMS"

100. Rates and Cost Questions
    • Are there any monthly fees or connection charges?

      There are no monthly fees or connection charges for using OneSimCard international cell phone service.

      If you order an optional Personal Extra Number (PEN), there is a small periodic fee to keep the PEN active based on how you choose to be billed (from $1.67 per month). There is also an additional charge to receive a call through any Extra Number. View our Rates & Coverage page and click on any country to view our available Extra Numbers and associated costs.

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