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SIMsmart FAQs

All your questions answered here

Our FAQs

Why is SIMsmart prepaid better than all other travel SIM cards?

  • We have the lowest European call rates available online
  • If you are not satisfied with our service, we’ll refund you every penny*
  • Your SIM card arrives tested and activated
  • Phones arrive with your SIM card installed and tested
  • SIMsmart is a prepaid service with no contracts and no bills
  • You can recharge online
  • We offer free lifetime email support for all active SIM cards
  • All unlocked phones come with free SIM cards installed, just add credit**

What is a SIM card?

A Subscriber Identity Module (SIM) is a removable card for cell phones that use the GSM (Global System for Mobile communications) mobile network. The SIM card allows users to change phones by simply removing the SIM card from one cell phone and inserting it into another cell phone.

What is an unlocked cell phone?

An unlocked cell phone is not tied to any particular phone network. You can insert any SIM card into an unlocked phone and connect to the appropriate phone network operator. Your phone may be locked if it was not purchased from us. To check if your phone is locked, call your mobile service provider. The basic SIMsmart prepaid Europe Phone will not operate in the US. This phone only operates in regions using Dual Band frequencies (900/1800MHz).

How much does SIMsmart prepaid cost?

Free SIM cards are supplied with all of our phones, just add the amount of credit you require. If you only require a SIM card, you must purchase a minimum of £10 equivalent credit.

Do I need to sign a contract?

No. With SIMsmart prepaid there are no contracts and no minimum commitment required.

Where exactly can I use my SIMsmart prepaid SIM?

You can use a SIMsmart prepaid SIM in in over 30 European countries and many more around the world. Please visit for rates and details.

How can I be sure my phone will work where I am roaming?

Please check to make sure your phone operates on the frequencies supported in your destination country. The basic SIMsmart prepaid Europe Phone will not operate in the US. This phone only operates in regions using Dual Band frequencies (900/1800MHz).

Will my phone work on a cruise ship?

Your phone may work while in port. Your phone will not work while at sea unless the cruise ship has installed the technology to support a local cellular network. Check with your cruise line to learn if they have cellular service while at sea and what roaming rates may apply.

Do you sell travel adapters for my new phone?

Yes, we will prompt you to purchase a US/Euro travel adapter when you add a phone to your basket. All our phones have a UK three-pin charger. If you already have a travel adapter, you can remove this item from your basket.

What happens if I lose my SIM card/phone?

If your SIM/phone is lost or stolen, please contact and we will deactivate your SIM card. Phone numbers and credit cannot be recovered, please place a new order.

How can I avoid unnecessary roaming charges?

You can avoid unnecessary roaming charges by:

  • Not using your SIMsmart SIM card outside the intended calling area e.g. Europe.
  • Not making or receiving calls before departure. All of the SIM Cards & Phones that are shipped out of our facility are tested beforehand. The basic SIMsmart prepaid Europe Phone will not operate in the US. This phone only operates in regions using Dual Band frequencies (900/1800MHz).
  • Not setting up voice mail while you are in the US. While roaming, you can be charged for calls diverted to your voice mail, even if you don't answer.

Which phones will my SIMsmart Prepaid work with?

SIMsmart Prepaid works with most phones including iPhone and Android handsets. To ensure you get the correct SIM for your handset, select your SIM type from the drop down list on the SIM product page. You can choose from a standard size SIM, Micro SIM or a Nano SIM. Please refer to your handset manual to see which SIM type you require.

The handset must be unlocked for use on any network. The basic SIMsmart prepaid Europe Phone will not operate in the US. This phone only operates in regions using Dual Band frequencies (900/1800MHz).

Does the SIMsmart prepaid SIM have a PIN lock?

Yes, by default it is 0000. However, it is possible to lock your SIMsmart prepaid SIM by entering the wrong PIN number 3 times or more. If this occurs, you can recover your PUK number by contacting SIMsmart prepaid Customer Support at

Why does it cost more when I roam with my SIM?

When you use your SIM card outside of the region specific zones, you will be charged International Roaming Rates, which vary from country to country. Please visit for details and rates on roaming.

How long will it take for my SIMsmart prepaid SIM to arrive?

During the checkout process you can select your shipping speed including next-day and Saturday shipping.

What are the shipping costs?

Our shipping costs start from $10 for tracked shipping of a phone. We offer upgraded services such as next-day and Saturday shipping at an extra cost. Total shipping charges are calculated in your basket. Additional phones in your basket incur a small additional shipping charge per phone.

Our shipping time estimates are based on working days (with the exception of Saturday shipping) on orders placed before 3pm EST.

What is my number?

All of our SIM cards carry a European number. When you receive your SIM card and/or phone, your number will be clearly displayed on your SIM card pocket on your Welcome letter. All of your active numbers are also listed in your online account at

Do I need to manually select the network when I arrive at my destination?

No, the good news is that we will automatically connect you on to SIMsmart prepaid's partner network. Therefore you do not need to do anything. Just switch on the device and the SIM card will update.

Why is SIMsmart prepaid so cheap?

SIMsmart prepaid is a seamless callback service. You dial a number from your phone as usual, SIMsmart prepaid picks up your call, connects it to the number you dialed and calls you back, connecting the two ends of the line. This ensures that the call travels exclusively through our partner networks, generating the up to 85% savings AND ensuring superior sound quality no matter where you are. Simple.

Will SIMsmart prepaid work with my handset?

SIMsmart prepaid is designed to work with all mobile phone handsets. Very few mobile phones will not work with SIMsmart prepaid at all.

Locked phones: SIMsmart prepaid works only in unlocked mobile phones. When you insert your SIMsmart prepaid SIM in a locked phone, you may see a message like this: "Restricted SIM", "Insert correct SIM", "SIM registration failed". Please contact your network to have the phone unlocked.

Some Samsung, LG, Blackberry and iPhone users might need to take the following steps:

  1. Find TravelSim menu in your phone menu (Main Menu on Blackberry, General - Phone – SIM Applications on iPhone) and choose "Settings"
  2. Press "YES" or "OK"
  3. Input "1101" or "000" and choose "OK" (there should be a message on the screen that says "CC OptionX: ON").
  4. Go ahead and make calls as usually. To turn this option OFF, enter "1102".

A small number of handsets or older style phones (8 years +) may require a different dialling method when making calls with SIMsmart prepaid. Try to dial in the following mode: *146* 00 country code, telephone number #. Press call.

How do I add credit?

  1. Click "Sign in & Recharge".
  2. Login to your account.
  3. Select the amount of credit from the drop down list.
  4. Proceed through the checkout process.

How long does my credit last?

SIMsmart prepaid does not expire. There are no subscription or maintenance fees and as long as you use your SIMsmart prepaid SIM at least once every 6 months with a connected call, all your credit will remain active for your next trip!

How do I start using SIMsmart prepaid?

  1. Carefully punch out the SIM card from the plastic holder and insert it into your unlocked mobile phone as instructed in the phone's user manual.
  2. Turn on your phone.
    If your phone prompts you to enter a PIN, enter the four-digit PIN code (it is provided on the plastic holder).
  3. Your phone will now have a new number that works in over 190 countries! Let your friends, family and business partners know your new number and start saving up to 85% on international roaming charges!

How do I use SIMsmart prepaid with BlackBerry?

SIMsmart prepaid is compatible with BlackBerry devices. You can make and receive calls as well as receive and send SMS messages. You can also access the Internet, if you install a third party web browser , e. g. Opera or Bolt. Then enter SIMsmart prepaid GPRS settings in your Blackberry by selecting Menu – Options – Advanced Options – TCP IP.

SIMsmart prepaid does not support Blackberry Data Service and hence you cannot send and receive emails or use Blackberry Messenger.

Travelling to Japan or South Korea?

For Japan and South Korea your mobile phone should be 3G compatible (2100Mhz).

How do I make a call?

  1. For all outgoing calls do the following: dial your country code and the number you wish to dial. For example the US number 234 567 8910 becomes 001 234 567 8910 or +1 234 567 8910.
  2. In a few seconds your telephone will ring. Answer as you normally would.
  3. You will hear a dial tone, as SIMsmart prepaid connects your call.

For a list of international dialing codes, please visit for full details.

How do I use my stored contacts?

To use the numbers in your phone's memory ensure that you save the numbers with the international prefixes included.
eg. +44 20 1234 1234
For a UK Number
eg. +1 212 234 1234
For a USA Number

How does someone call me?

To call your SIMsmart prepaid SIM, friends and family should dial + or 00 and your SIMsmart prepaid number 372 XXXXXXXX. Your SIMsmart prepaid number is written on the plastic holder of the SIM card. eg. 00372 51234567

The SIMsmart prepaid service is provided with a European number. This is why all SIMsmart prepaid numbers have +372 country code. When someone is calling a SIMsmart prepaid number, the call is charged like a call to an European mobile (rates vary according to service provider).

How do I send a text message?

The same as you would normally, except always use the international dialing prefix code, then the number you want to send the message to. To text a US number, send your message to the number including the international dialing code e.g. 001 234 567 8910 or +1 234 567 8910.

For a list of international dialing codes, please visit full details.

How do I configure data settings?

When you use SIM for the first time, you will automatically receive configuration settings. To change settings manually, refer to your handset instructions and change the following:

  • Access point name (apn) >
  • User name > leave field blank
  • Password > leave field blank.

How do I configure MMS settings?

When you use SIMsmart prepaid for the first time, you will also automatically receive configuration settings for multimedia messages. To change settings manually, refer to your handset instructions and change the following:

  • Access point name (APN):
  • Server address:
  • Proxy address: port 8080.

How do I check my SIMsmart prepaid balance?

  1. Click "Sign in & Recharge".
  2. Login to your account.
  3. View your balance
  1. Dial 099 (or *146*099#) and press call.
  2. Your balance will be displayed on the screen.

How do I access SIMsmart prepaid menu?

Select the SIMsmart menu and immediately access the following options:

  • Address book
  • Call
  • Send SIMsmart SMS
  • Voicemail
  • Check balance
  • Add Credit
  • Customer care
  • Settings

How do rates work?

The calling rates depend on the country you are travelling in. E.g. if you're in China, you pay nothing for incoming calls and flat per minute rate for all outgoing calls. It doesn't matter where you're calling: to China, the UK, or anywhere else in the world.

However, there are a few destinations with additional rates. If you call from anywhere to one of these places, there is an extra rate addition to an outbound call price.

Please visit for details and rates. We are always renegotiating and updating our rates, which means that you will be able to talk longer in the future for the same money.

How do I use Call-Waiting?

Call-Waiting can be enabled or disabled in the menu of your handset, please refer to the phone's manual.

When the call-waiting feature is activated, the active call can be placed on hold while another incoming call can be picked up. After finishing the conversation the user can return to the first call. Moreover, it is possible to place the active call on hold, dial another number and after talking come back to the first call. Please note that if the feature is active and the user places the call on hold, both calls will be billed: the one that is active and the one that is placed on hold.

How do I redirect calls?

During the time between the trips, you can redirect calls coming to your SIMsmart prepaid number to any international number. There is no additional cost for redirection to numbers of over 120 countries.

To activate call redirection

  • with the SIMsmart prepaid SIM in your handset, dial *146*081*00-country code-phone number#, e.g. *146*081*0044123456789#
  • you can now switch the phone off, all incoming calls will be redirected to the specified number.

To disable call redirection

  • with the SIMsmart prepaid SIM in your handset, dial *146*080#.

How do I use voicemail?

SIMsmart prepaid offers a voicemail service that handles incoming calls when you are unavailable or busy.

How to activate voicemail

  • Dial 091 (or *146*091#) and press call.
  • You will see on the screen "Voicemail activated", the incoming calls will be redirected to your voicemail if you cannot answer the phone.

How to deactivate voicemail

  • Dial 090 (or *146*090#) and press call button.
  • You will see on the screen "Voicemail deactivated".

How to check the number of voicemail messages

  • Dial 094 (or *146*094#) and press call.
  • You will see on the screen "You have X new messages in your voice mailbox".

How to listen to your voicemail messages

  • Dial 095 (or *146*095#) and press call. You'll see "Wait for call" and in a few seconds your phone will ring.
  • Answer as you normally would and you'll hear how many messages you have. Press 1 to listen to the messages.

Can I make emergency calls?

Yes. 112 in Europe, 999 in the UK and 911 in the US all work. The basic SIMsmart prepaid Europe Phone will not operate in the US. This phone only operates in regions using Dual Band frequencies (900/1800MHz).

Can I dial 800/900 (Freephone/Premium) numbers?

No. SIMsmart prepaid does not support dialing to 800/900 (Freephone/Premium) numbers.

*Refund period applies for 14 days from the date of purchase. Satisfaction guarantee refund applies to a maximum of £10 credit and refund of the phone. The phone must be returned in its original packaging and in an 'as new' condition. SIMsmart prepaid will not refund shipping charges as part of this guarantee.

**A minimum credit amount applies.

In order to be able to access data on your Android phone using the SIMsmart Prepaid SIM card you need to edit your connection settings on your phone.

Android version 4.1 and above: Browse to Settings > Connections > More Networks > Mobile Networks > Access Point Names

From the APNs menu, choose to add a new APN by tapping the Menu button > New APN.

Enter the relevant details as shown in the screen shot below.

Android Settings
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