OneSimCard FAQ

For Universal, Expedition, and eSIM World SIM cards, 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.

For DataMax and DataMax eSIM card types, you can make and complete calls for a fraction of the cost of traditional cellular roaming (including on tablets) using the 1SIM VoIP App available on Google’s Play Store and Apple’s App Store:

 

Google Play: https://play.google.com/store/apps/details?id=org.onesimvoip&hl=en_US&pcampaignid=pcampaignidMKT-Other-global-all-co-prtnr-py-PartBadge-Mar2515-1

 

Apple App Store: http://itunes.apple.com/us/app/onesim-voip/id510371587

 

For Universal, Expedition, and eSIM World SIM cards,  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.

For DataMax and DataMax eSIM SMS messages are sent and received using the 1SIM VoIP App. The cost to receive SMS using the 1SIM VoIP App is $0.05 in most countries, The cost to send an SMS using 1SIM Voip App is $0.10 in most countries. See all rates on our international cell phone rates page.

 

For Universal E, Expedition E, eSIM World E, eSIM Asiania, Plus, Europe & More, & Standard SIM Cards, the international SIM card phone number and account will expire if no outgoing usage is made for 12 months. The outgoing usage could be any of the following: Call made from the phone, SMS sent from the phone or any Data Usage.

Personal Extra Numbers will stay active as long as they have been funded properly.

The SIM card balance is valid for 10 months. The balance will continuously roll over to the next 10 month period provided that at least $25 is added within 10 months after the last recharge.

If the balance expires, the service can still be used after a new recharge of the SIM card.

For Physical 3-in-1 DataMax & DataMax eSIM SIM Cards, the SIM card and account will expire if no outgoing usage is made for 12 months. The outgoing usage could be any of the following: Call made from the OneSIM VoIP App, SMS sent from the OneSim VoIP app or any Data Usage.

Personal Extra Numbers will stay active as long as they have been funded properly and the SIM hasn’t expired. If the SIM card expires, but then is restored ($10 Restoration Fee applies), the PEN will be re-attached to the SIM card, as long as the PEN hasn’t expired based on the time period for which the PEN was purchased.

The SIM card balance is valid for 10 months. The balance will continuously roll over to the next 10-month period provided that at least $25 is added within 10 months after the last recharge.

If the SIM card balance expires, the SIM will expire and be removed from the account after 7 days, unless there is a data package currently active on the SIM (not a future activation). If there is no balance on the SIM and the active data package expires, the SIM will expire 7 days following the expiration of the active data package. So, to keep the SIM active you need to either keep a balance on the SIM or an active data package. 

NOTE: If there is balance on the SIM card, but no data is used for 15 consecutive days, the SIM card will be blocked/suspended. To unblock the SIM card, simply go to your account portal and in the "My SIM cards" tab, click on "Unblock" on the "SIM Type" line.

An expired SIM can be restored for a $10.00 restoration fee plus a recharge of at least $25.00.

 

Yes, in Europe the emergency number is 112. You can use 112 in Europe to report real emergencies to local authorities in the country of stay. The 3 digit number should be dialed directly without any additional digits in front of the number.

 

For DataMax and DataMax eSIM SIM cards, while there is no voice calling feature without the use of 1SIM VoIP, which doesn’t support emergency calling, most cell phones ALWAYS allow you to call emergency numbers, even without a SIM inserted into the phone. In Europe the emergency number is 112. You can use 112 in Europe to report real emergencies to local authorities in the country of stay. The 3 digit number should be dialed directly using the regular phone app (NOT the OneSim VoIP App) without any additional digits in front of the number.

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 in 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 Merchandise Authorization (an RMA) has been requested and issued by our Customer Support department. The RMA 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.

 

If your phone or SIM card is lost or stolen and automatic recharge is on, this could be a serious problem.

To prevent this, log in to your account and activate the option to block your service immediately after you notice your phone or SIM card is missing. You can find this option in the My SIM Cards menu. Your OneSimCard service for this SIM card number will be instantly blocked. The remaining balance on your lost SIM can be transferred to another SIM card on your account or you can order a replacement SIM card if you would like to keep your phone numbers from the lost SIM. However, the existing data package can’t be transferred to the new SIM card.

Alternatively, you can contact customer service online or call 001-617-313-8888 for assistance.

Yes. Your Universal, Expedition and eSIM World OneSimCard mobile number can currently be forwarded to EU, Canada, USA, Russia, Ukraine and Belarus numbers. It's 100% free to forward your OneSimCard phone number to many countries including to U.S. or Canadian numbers. Forwarding to some countries, as well as to satellite phones, will carry a forwarding charge as listed in the Rates & Coverage page on OneSimCard.com.

To enable/disable call forwarding from your online account:

Log in at OneSimCard.com and go to the My SIM Cards menu. Select your SIM card number and enable/disable Call Forwarding on this screen.

To enable/disable call forwarding from your phone:

Dial *146*081*XXXXXXXXXXXXX# and press Send/Talk (where XXXXXXXXXXXXX is the forward-to number in international format: 00+countrycode+number)

Newer SIM cards use *81* instead of *081*

Example: to forward to U.S. number 1-617-555-1212, dial *146*081*0016175551212# and press Send/Talk.

If you get an "Unknown Format?" message, dial *146*81*0016175551212#

To disable call forwarding, dial *146*080# and press Send/Talk. If you get an "Unknown Format?" message dial *146*80# and press Send/Talk.

For Universal, Expedition, and eSIM World SIM cards, 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 Peanuts Prepaid. 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.

For Physical 3-in-1 DataMax and DataMax eSIM, if you chose to use SIM VOIP app, your friends and family will call the PEN number you are assigned, so in most cases, there will be no tariff for them to call you, and the cost to receive the call is only $0.01/Minute.