FREQUENTLY ASKED QUESTIONS

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71. 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. This is true for using regular cellular voice or 1SIM VoIP App.
72. How To Use Questions

    • Is there any way to remove the callback ring after I dial a number?

      The  eSIM World, eSIM Asiania, 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.
73. eSIM

    • How do I install my eSIM?

      Before purchasing, please ensure you have verified that your device is unlocked and one of the supported devices. Installation is completed by using your phone to scan the QR code of the purchased eSIM.  You may scan the QR code by displaying it on the computer screen, another device, or a printed copy.

      If you’ve already purchased OneSimCard eSIM, you can see full installation instructions and access your QR code from the Recharge menu in your online account. Make sure eSIM is selected in the Select SIM Card drop down menu.

      If you have not purchased your eSIM yet, learn more about international eSIM here.
74. eSIM

    • Can I install my OneSimCard eSIM more than once?

      You can re-install the eSIM on the same phone up to 10 times.  eSIM can be installed only on one device. Once installed, it's not possible move that eSIM to another device. If you need to install eSIM on another phone, please order a new eSIM. Balance and PEN(s) from the old eSIM can be moved to a new eSIM at your request.
75. Rates and Cost Questions

    • Does OneSimCard offer a U.S. Military discount?

      Yes! We offer a 15% discount (excluding airtime) for U.S. Military members when ordering with a verified .mil email address and entering promo code MILITARY15. This discount is only applicable for individual users, not for Corporate Accounts.
76. How To Use Questions

    • How do I recharge using 1SIM Fund?


      First you need to make sure you have funds in your 1SIM Money Fund.

      You can do this by going to your 1SIM Fund menu and adding money from your, Visa Cards enrolled in Verified By Visa program, MasterCard enrolled in the Secure Code program or Bitcoin.

      Once you have money in your fund, then you can add funds to the phone service by one of the following methods:

      To recharge from your onesimcard.com portal:
      1. Go to Recharge Menu and recharge your SIM
        or
      2. Set up auto-recharge in Recharge Settings Menu

      To recharge from the phone using 1SIM Fund:

      Before being able to add money using 1SIM Fund from the phone, you need to log in to your onesimcard.com portal and create a PIN in 1SIM FUND menu.

      To recharge from the phone with Universal, Expedition, or eSIM World SIM Cards:
      • From the OneSimCard menu of your phone, scroll down to Add Credit and select this option.
        You will see 'Please enter PIN' on the screen.
        Enter 4 digit 1SIM Fund PIN + * + Amount + press the OK.
        For example, if you need to add $50 and the PIN is 8654:
        You would dial 8654*50 and press OK. In few seconds you will get a confirmation message with your new balance.
      • Alternatively you can do the same from the main dial menu of the phone by dialing: 098+PIN+*+Amount+ Talk (Send) button.
        For example, if you need to add $50 and the PIN is 8654:
        You would dial 0988654*50 and press TALK. In few seconds you will get a confirmation message with your new balance.
            * is a star character located on the keypad

      Money will be deducted from your 1SIM Fund balance.
77. 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.
78. Ordering Questions

    • Will you ship to Europe, Australia, Africa, Asia or other international locations?

      We will ship to Europe or Africa or to any other continent. 


      Products can be shipped by USPS or UPS or using local carriers in Australia, Canada, Japan and Mexico. You will be offered shipping options at the time you place an order. Shipping options include overnight shipping.
79. How To Use Questions

    • Can I be notified of missed calls when my phone is off or outside of a coverage area?

      Yes, for Universal, Expedition, and eSIM World Sim Cards, you will receive SMS or email notifications when you miss a call due to your phone being off or out of coverage. SMS notifications are sent when the phone is unavailable for a period up to 4 hours. Email notifications are sent, regardless of the time period, to the email address you have entered into your online voicemail profile. Notifications will be sent when you make/receive a call or enter a new roaming country. NOTE: if the caller leaves a voicemail message then you will not receive this extra missed call notification.
80. How To Use Questions

    • How can I add airtime to my OneSimCard service?

      In order to add airtime instantly, simply register a credit card with us on our website.

      There are several ways to add airtime to your OneSimCard service.
      Automatic Recharge - recommended:

      1. Just log on to your account at www.onesimcard.com and set auto-recharge in the Recharge Menu. Funds will be added to your account when your balance drops below the threshold you set.

      From the phone using your credit card (Universal, Expedition and eSIM World only):

      1. a) From the phone dial pad dial 098YYYY*XX. Talk. YYYY = Last 4 digits of the credit card used last at OneSimCard.com. YY = Amount from 25 to 99 USD


       For example, if you need to add $50 and the last 4 digits of the credit card registered with us is  8654:
      You would dial 0988654*50 and press TALK. In few seconds you will get a confirmation message with  your new balance.
      * is a star character located on the keypad
      From the phone using 1SIM Fund:
       a) From the phone dialpad dial 098YYYY*XX. Talk. YYYY -  4 digits PIN you created in 1SIM FUND menu. YY Amount from 25 to 99 USD

       For example, if you need to add $50 and the 1SIM FUND PIN is  8654:
      You would dial 0988654*50 and press TALK. In few seconds you will get a confirmation message with  your new balance.
      * is a star character located on the keypad

      From the OneSimCard.com web interface:

      1. You must log in at www.onesimcard.com each time you wish to add funds.
      2. The minimum recharge amount is US $25.00
      3. Using Recharge PIN purchased from a dealer:

      If you purchased a recharge PIN from OneSimCard Authorized dealer, you can recharge your account from OneSimCard handset from OneSimCard - Add Credit menu. When the Add Credit menu is selected, enter the 10-digit PIN and press the Talk (Send) button. 

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