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71. Rates and Cost Questions
    • How much does it cost to receive a call with OneSimCard?

      Receiving calls is free in over 150 countries when received on your primary European phone number, including in most of Europe. To receive a call on your U.S. number or other Personal Extra Number, there is an additional per minute rate added. View all international cell phone rates.

      If you receive a call through a Common Access Number or Personal Extra Number (such as a U.S. number) there is an additional charge of 20c/min. In countries with free incoming calls this would be your only charge per call.

      All incoming SMS text messages are free to receive when received on your primary European number. Add 9 cent per SMS when receiving text on US or Canada PEN.

72. Rates and Cost Questions
    • Does calling to a mobile phone cost more than calling to a land line?

      No, it does not cost more to dial an international mobile number using OneSimCard service. You will receive the same very low per minute rate whether calling to a mobile phone or to a land line.

      You can find all rates listed on our Rates & Coverage page.
73. Rates and Cost Questions
    • Are there any additional roaming charges?

      There are NO additional roaming charges. The rates you see listed on our Rates & Coverage page are the only rates you will be charged when making or receiving calls on your OneSimCard enabled cell phone.
74. 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.
75. 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.

76. OneSim VoIP
    • I can make calls through OneSim VoIP. However incoming calls are going through my roaming SIM. What's wrong?

      If your incoming calls are not being routed through the OneSim VoIP app then you are either not connected to Wi-Fi or the OneSim VoIP app is not active.

      Please make sure to check your phone's sleep settings, as they are usually preset to have Wi-Fi turn off when the phone enters sleep mode. To prevent this and to keep OneSim VoIP active for incoming calls, find the settings in your phone and set it so Wi-Fi does not turn off when the phone enters sleep mode.

      Note: if the OneSim VoIP logo on the top of your phone display is gray then you will not be able to receive calls through the application. When the logo is yellow that means you are connected and can receive calls through OneSim VoIP.
77. 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.
78. OneSimCard General Service Questions
    • How do I know if my phone is locked or unlocked?

      To determine if your phone is locked, if you haven't already purchased a OneSimCard international SIM card then call your wireless provider. If you have already purchased from us then insert the OneSimCard SIM card. If you get any of the following messages on your screen after entering the pin then your phone is locked:

      • Insert SIM
      • SIM not valid
      • SIM Card Not Accepted
      • Enter Restriction Code
      • Enter Special Code
      • Enter Subsidy Code
      • Enter Subsidy Password
      • Contact Service Provider (Motorola)
      • or any other similar messages!

      Some mobile phone carriers lock their phones so they can't be used with other carriers. The simplest way to find out if the phone is locked is to borrow a SIM card from anybody who is using a different mobile service provider. If you power-up the phone and it recognizes the SIM card, your phone is unlocked and OneSimCard's international SIM card will work as well.

      If you need to unlock the phone, we suggest contacting your carrier or phone manufacturer for unlocking information or services.

      US Customers can read more about unlocking phones in this article of the Computer World magazine.

       

       

79. OneSim VoIP
    • I have more than one Personal Extra Number (PEN). Can I use different PENs for OneSim VoIP?

      If you have more than one OneSim VoIP enabled PEN you can switch between these PENs for the purpose of the OneSim VoIP account. This option is available in the My SIM Cards menu in your online account.
80. OneSimCard General Service Questions
    • Can I send SMS text messages to a OneSimCard enabled phone by email?

      Yes, you can send SMS messages by sending an email to 372XXXXXXXX@sms.onesimcard.com, where 372XXXXXXXX is the 11-digit OneSimCard mobile phone number you are trying to reach.

      Please note that message should be sent in English characters only and no attachments to this email are allowed.

      This option of sending SMS by email provides a 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 it. The maximum number of daily received SMS sent by email or from the web per SIM is 25.

       

      Starting June 3rd, 2014 OneSimCard offers new USA and Canada PENs capable of receiving SMS ( Text Messages) . These PENs carry a charge of 9 cent per received SMS. These PENs can receive only SMS sent from a mobile device and will not receive texts sent from web sites of Gmail, Yahoo, banks etc. If you need to receive alerts from the web site sent to your mobile phone, we suggest you to select the alert option by email and provide OneSimCard email of your phone 372XXXXXXXX@sms.onesimcard.com, which you will receive as an SMS.

       

      Starting January 10th, 2019 OneSimCard offers new UK Mobile PENs capable of receiving SMS and sending SMS. Receiving text on UK Mobile SMS number is free.

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