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21. 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.

22. Troubleshooting Questions
    • I have a Samsung phone. When I dial following your instructions it does not work. What's wrong?

      Some phones such as Samsung and some other brands require dialing a specific prefix 146 in front of the dialed string when used with a OneSimCard.

      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* can be used from any phone. However, most phones do not require it.

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

      How to activate compatibility mode:

        1. Locate and Open "OneSimCard" Menu. ( It could  be displayed as STK Menu)

              2. Select "Settings"

        Newer SIM Cards: Select "Compatibility" and make sure "On" is selected
        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.
          d when used with a OneSimCard.

      23. How To Use Questions
        • Can I use a OneSimCard phone to send an SMS message?

          Of course you can! Simply send and receive SMS texts according to your phone's user manual or from the OneSimCard Menu. Receiving SMS is always free. Sending an SMS (text message) is $0.15 - $1.50 depending on the country.

          SMS messages sent to a OneSimCard phone should always be sent to the main OneSimCard mobile number rather than to an optional Extra Number, with the exception of new SMS enabled numbers in USA, Canada and UK Mobile available since Jun 3rd, 2014. When replying from OneSimCard phone to the SMS received on USA or Canada SMS capable PEN using Europe & More sim or the Expedition SIM, the main number of the SIM that starts with 372 will be displayed on the text receiver phone. With the Universal SIM, you can select what caller ID will be shown on the SMS receiving party phone.

          You can also send SMS messages from OneSim VOIP app at much lower rates.


          You can also send a free SMS message to any OneSimCard customer from our web site or by sending email to 372XXXXXXXX@sms.onesimcard.com, where 372XXXXXXXX is the OneSimCard primary mobile phone number. The maximum number of daily SMS sent to the SIM over email or web is 25.

          Please bear in mind that message should be sent in English characters. In addition, it should not be longer than 160 characters including spaces.


          These 2 options of sending SMS by email provide completely free way of communicating, as it is usually free for you to send the email and costs nothing for the OneSimCard customer to receive a text message.

      24. OneSimCard General Service Questions
        • Can I move Personal Extra Numbers (PENs) between SIM cards in my account?

          Yes, you can move PENs within both private and corporate accounts. There is a small fee per PEN transfer which will be deducted from the SIM card the PEN is being moved to. If there is not enough money on this SIM, the fee will be deducted from the SIM the PEN is being moved from. If neither SIM card has enough balance, you’ll have an option to recharge. Transaction records will be posted under the History menu.

      25. OneSimCard General Service Questions
        • I have an older 2G mobile phone. Will it work internationally?

          2G mobile phones should work in most countries. However, mobile carriers in some countries have fully discontinued operation of their 2G mobile networks replacing them with newer and faster 3G/4G technologies.

          Currently, the list of non-2G countries includes:

          Australia (starting August 2017)

          Canada (starting 2018)

          Japan

          Myanmar

          S. Korea

          Thailand

          USA (starting 2019)

      26. Rates and Cost Questions
        • How much does it cost someone in the US or Canada to call to my OneSimCard cell phone?

          Many U.S. and Canadian carriers can charge more than $3/minute to connect to an Estonian mobile number, the primary mobile number for a OneSimCard global SIM card. Your SIM card includes a U.S. number which will be much less expensive for people to call.

          Callers can also use one of the Common Access Numbers (CAN) that we provide to you free of charge in more than 10 countries. Your OneSimCard account will simply be charged an additional 20c/min to the incoming rate in the country you are in to receive those calls. There is also the option of ordering a dedicated Personal Extra Number (PEN) in Canada and many other countries that will forward all calls directly to your OneSimCard cell phone. You can see the list of countries where PENs are available here:

          You can order a Personal Extra Number when placing your order or later at any time by logging in to your account. Visit our Rates & Coverage page and choose any country to view all rates.

          If you would prefer for the caller to pay for calls made, we recommend they buy Speaklonger. Using this service would guarantee a connection to your OneSimCard mobile phone from the U.S and Canada for 20c/min and it is very easy to use without switching your LD carrier.

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

          The newly offered eSIM, OneSimCard Europe & More and Universal SIM cards do not use the callback to make an outgoing call in over 70 countries.

          Currently, the mobile application to remove the callback on other SIM cards is not available.

      28. 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.

      29. 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.

      30. 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.

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