OneSimCard FAQ

We are here to help you get answers to your questions about OneSimCard phones and services.

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31. How To Use 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.
32. 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.

33. Troubleshooting Questions
    • I am traveling in Saudi Arabia and can receive calls, but I can't make an outgoing call. What should I do?

      Local carriers in Saudi Arabia sometimes block standard OneSimCard outgoing calls. If this happens you need to either (a) enter a compatibility code into the settings of your phone or (b) initiate your call by sending an SMS message from the regular SMS menu (not the OneSimCard menu) of your phone.

      How To Activate Compatibility Mode:

      1. Open "OneSimCard" menu
      2. Select "Settings"
      3. Agree with message by pressing "Yes"
      4. Dial digits "802" and select "OK" (screen will show message "output channel is SMS")

      Bear in mind that if you have powered your telephone down and removed and reinstalled the battery, you will need to follow the programming steps outlined above again.

      How To Deactivate Compatibility Mode:

      1. Open "OneSimCard" menu
      2. Select "Settings"
      3. Agree with message by pressing "Yes"
      4. Dial digits "801" and select "OK" (screen will show message "output channel is USSD")

      How To Dial Without Activating Compatibility Mode:

      Initiate your call by sending an SMS message from the regular SMS menu (not the OneSimCard menu) of your phone.

      To: 9146
      Message: 00 + Country Code + Number + 
      * is a star character located on the keypad

      For example, to call from Saudi Arabia to Boston USA you should go to the SMS menu of the phone and send a message:

      To: 9146
      Message: 0018574440686
      After your SMS is sent wait 3-10 seconds. You will get a callback as usual and your call will be connected to the destination number.

      Note 1: You can't send this SMS from the SMS OneSimCard menu of the phone.

      Note 2: If you see on the screen that the message has not been sent, make sure that SMS settings of your phone is complete and the SMS Center number is set to: +3725099000

       

      There are no special instructions to receive calls in these countries.

34. Troubleshooting Questions
    • I can't send SMS from my iPhone

      There is a known bug with iPhone phone book. If you are trying to text to a contact that is entered in the phone book, and the contact is not entered in proper international number format, the SMS will not go through even if you just enter the number in the SMS menu directly and properly. 
      Please edit the record in the phone book to be +CountryCode_Number. It needs to have the + character in front, which is an equivalent of 00.

      You will also need to delete all recent attempts to send SMS to this number from the Messaging menu. It should be no conversation or attempts to send SMS left in the phone to this number.


      We understand that this is very frustrating, but do not know why Apple will not fix it. This problem affects only Apple phones.

      Example: for US Number 1-617-600-8250 you should have entered in the address book: +16176008250
      Delete existing text conversation after fixing the phone book record. 
      You can always test your SMS by sending SMS to OneSimCard Support number +16176008250 from your OneSimCard phone. This will create an automated ticket in the system and you will know if the message was delivered or not. You will be charged regular SMS rate for this message.
35. How To Use Questions
    • Is there a mobile app that will let me recharge my account and other services?

      Yes! Our myOneSim app for the iPhone devices will let you easily access many account services, such as recharging your account, checking voicemail, ordering discount voice and text plans, and much more. MyOneSim is available for download from the App store. Find more information in the Help section of your online account.

       

      DataMax SIM cards can't be managed by myOneSim app at this time

36. Troubleshooting Questions
    • Will¬†a OneSimCard international SIM card work with my mobile phone?

      OneSimCard will work with almost any unlocked GSM tri-band or quad-band cell phone. A partial list of compatible cell phones that we have tested can be viewed here.

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

      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.

      If you are still unsure whether your cell phone is compatible, contact support or purchase an international cell phone and SIM card bundle from us, which all come preloaded with our international SIM card, $10 balance  and OneSimCard Apps Installed.

37. 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>Other Security Settings>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.

      For eSIM cards, make certain that your eSIM is enabled.

       

38. Troubleshooting Questions
    • The battery in my phone does not last long? It got fully drained during the flight to Europe. Why?

      There can be a number of reasons why a battery does not hold a charge. Excluding the possibility of it being a faulty battery, there is another important factor to consider. If your phone is not registered on a roaming network, the battery will drain very quickly as the phone is constantly searching for a network to register on. So, if you get on a 6 hour flight and do not turn the phone off, or put it into airplane mode, by the time you land at the airport your battery will be drained and you will not be able to call back home.

      The same thing will happen in those areas with spotty or weak signal network coverage - the battery will drain very fast. It is always a good idea to have an extra battery with you when you travel abroad.

       

39. Rates and Cost Questions
    • Does calling a mobile phone cost more than calling a landline?

      It does not cost more to dial an international mobile number using OneSimCard service on traditional cellular connections. You will receive the same very low per minute rate whether calling to a mobile phone or to a land line. 

       

      For OneSim VoIP, the cost of calling Mobile numbers is typically higher than calling landlines, but this method is still less than traditional voice calls in most countries..


      You can find all rates listed on our Rates & Coverage page.

40. How To Use Questions
    • How do I set up SMS text messaging on my phone?

      SMS messaging usually works without any additional setup of the phone.
      In rare cases when there are issues sending or receiving text messages, please look at the following:

      Problem with Sending SMS:

      • Incorrect SMSC number (SMS Service Center Address) in handset settings.

      SMSC number should be set as follows:

       

      1. For Standard  and Plus OneSimCard SIM: +3725099000 for all countries except:

      a. China:  +85290296747

       

      2. For the Expedition (former Data & Roam) SIM as well as for Europe & More SIM: +37256100041

       

      Special instructions for Apple Phones:

      With Apple iPhones to check SMSC:

      From the phone dialer Dial *#5005*7672# 

      You will see the SMSC set currently on the phone. 

      To change the SMSC on Iphone dial: 

      Plus and Standard SIMs: **5005*7672*+3725099000# for all countries except China and **5005*7672*+85290296747# if in China.

      Expedition (formerly Data & Roam) and Europe & More SIMs in any country: **5005*7672*+37256100041#

       

      If your phone requires the name of Message Center Name enter: SMSC
      SMS lifetime is short - must be at least 2 hours or set to Maximum settings.
      Try sending SMS from OneSimCard menu

       

       Problem with Receiving SMS:

      • Receiving Handset does not have enough free memory for incoming SMS.
      • Receiving Handset was turned off or out of the coverage area during SMS lifetime set on the sending phone - usually 2 hours.
      • Sender's SMS provider does not have an agreement with the receiving network.

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