FREQUENTLY ASKED QUESTIONS

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

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41. Ordering Questions

    • What kind of payments do you accept?

      We accept Visa, MasterCard, Discover, American Express and Bitcoin.

      U.S. corporations can pay with company checks, ACH or wire transfer. No order will be processed until funds are cleared

      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 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.
42. Troubleshooting Questions

    • How do I enable roaming on my Android Phone?

      This is very simple! 
      1. Go into your "Settings" app, and choose "Connections"
      2. Click on "Mobile Networks"
      3. Toggle on "International Data Roaming"
      We also created a short video here: https://youtu.be/zFu3FLFfdmo to demostrate this.
43. OneSim VoIP

    • What is required to use the OneSim VoIP mobile application?

      OneSimCard VoIP requires you to order a compatible Personal Extra Number (PEN). Most of the PENs we offer are OneSim VoIP enabled. You also need to have an Android phone with software version 8 or higher, or Apple device (iPhone, iPad, iPod Touch) with iOS 6.1 or higher.

      Once you have an active OneSim VoIP enabled PEN, you will be able to see the option to create a OneSim VoIP account in the My SIM Cards menu of your online account. NB: YOU MUST create the 1SIM VoIP account in your account online on the "My SIM Cards" menu. Simply purchasing a PEN and  downloading the mobile app DOES NOT create the VoIP account.
44. 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.
45. 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.
46. Troubleshooting Questions

    • I have an iPhone and am receiving charges for SMS sent to a UK mobile number 447786205094. Why?

      This is a known issue with Apple's Facetime and iMessage applications on Apple iPhone  devices. We recommend disabling Facetime and iMessage so it will not be able to automatically send SMS to this 447786205094 number. Any SMS sent to this number automatically by your phone can not be refunded by OneSimCard. Additional questions regarding iPhone applications and how they communicate should be directed to Apple Support.
      You can learn more on the Apple Support web site:
      https://discussions.apple.com/thread/5968824
47. Rates and Cost Questions

    • Is there a way to send a SMS to a short code number?

      The SIM card does not offer SMS service to short code numbers

      OneSimCard offers special US Phone Numbers working with the SIM or even without SIM which are capable of receiving SMS from Short Codes, like those sent by Banks, Paypal and other institutions as well as replying to short codes SMS using 1SIM VOIP app.
48. OneSim VoIP

    • How do I know if the Personal Extra Number (PEN) I currently have is OneSim VoIP compatible?

      Log in to your OneSimCard account, go to the My Sim Cards menu and scroll down. If your PEN is VoIP compatible you will see an option to create a OneSim VoIP account. At this time all OneSimCard PENs are SIM VOIP capable except for UK Mobile numbers.
49. OneSim VoIP

    • How does OneSim VoIP work when the call is received?

      When someone dials your OneSim VoIP enabled Personal Extra Number (PEN), the system will first check if your OneSimCard phone is registered with the OneSim VoIP app on a Wi-Fi network. If it is registered, the call will be sent using VoIP. If the OneSim VoIP app is not running or it is not registered on a Wi-Fi network, then the call will be sent using the standard OneSimCard roaming network and charged our standard roaming rates.
50. OneSim VoIP

    • Does voicemail work with OneSim VoIP?

      Yes. If you are not available to answer the OneSim VoIP call or if the OneSim VoIP app is turned off, the call will be routed through our standard roaming network. If the call is not answered it will be sent to your OneSimCard voicemail box. 

      NOTE: Voicemail is not available for DataMax or DataMax eSIM cards with OneSim VoIP.

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