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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 prepaid is a direct call-through connection, no call back calls
  • 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 www.simsmartprepaid.com/support/callrates 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 support@simsmartprepaid.com 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 support@simsmartprepaid.com.

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 www.simsmartprepaid.com/support/callrates 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 UK numbers. 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 www.simsmartprepaid.com.

How do I activate my SIMsmart prepaid SIM?

When your SIM card arrives it is already activated and tested. You are required to log in to your account at www.simsmartprepaid.com and click 'Activate Credit' on your account screen before you begin using your SIM card or phone. You will require the last six digits of your SIM serial number located on your SIM card pocket on your Welcome letter.

If you do not ‘Activate Credit’ in your account, you will not be able to use your prepaid credit.

How do I install my SIMsmart prepaid SIM?

If you have purchased a phone from us, your SIM card will already be installed and tested for you. If you are using our SIM card in your own device, carefully remove the SIMsmart prepaid SIM card from its packaging and insert it into the SIM slot in your phone. All phones are different, so please refer to your phone's manual for installation instructions. The basic SIMsmart prepaid Europe Phone will not operate in the US. This phone only operates in regions using Dual Band frequencies (900/1800MHz).

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.

Do I need to do anything different to the SIM card when I travel to another country?

No, when you leave and travel to another country, the SIM card will automatically update and switch to the preferred network of that country without any action on your part. Please visit www.simsmartprepaid.com/support/callrates for details and rates on roaming.

Can I access a data connection (i.e. send and receive email/MMS/surf the internet)?

To use this feature you need to enter our APN (mobile access point into your handset). If you are using one of our 'SIMsmart prepaid’ SIMs, please use the following settings:

Data APN available

tslpaygnet

APN: tslmms

Username: empty

MMS parameters

Password: empty

MMS proxy: 192.351.133.194

MMS port: 8080

MMS url: http://mms

Please visit www.simsmartprepaid.com/support/callrates for details and rates for data roaming. The basic SIMsmart prepaid Europe Phone does not support data.

My phone is displaying an 'Insert SIM' Error. What do I do?

Your phone may be locked to a network. Contact your place of purchase for assistance unlocking your phone or you can email SIMsmart prepaid Customer Care for assistance at support@simsmartprepaid.com.

My cell phone is showing SIM CARD Registration Failed. What do I do?

Please ensure that the SIM card is inserted properly in the device. Check the SIM card in another phone if possible. If it shows the same error then contact SIMsmart prepaid customer care at support@simsmartprepaid.com and request a replacement SIM card. The defective SIM card will be deactivated by us and the replacement SIM card will have a new number.

My cell phone is displaying "EMERGENCY CALLS ONLY" or "SOS". What do I do?

Switch the phone off and then on again. Network bars should appear automatically, if this does not happen, manually select the network in the phone's network settings. Refer to the manufacturer's handbook for details on how to do this.

My cell phone is not displaying any network. What do I do?

Please switch the phone off and then on again and then manually select the network in the phone's network settings. Refer to the manufacturer's handbook for details on how to do this.

How do I make and receive calls?

For all incoming calls just answer your phone as you normally would. Please visit www.simsmartprepaid.com/support/callrates for details and rates for incoming calls.

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. For a list of international dialing codes, please visit www.simsmartprepaid.com/support/dialingcodes for full details.

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 www.simsmartprepaid.com/support/dialingcodes for full details.

How do I make International calls?

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. For a list of international dialing codes, please visit www.simsmartprepaid.com/support/dialingcodes for full details.

How do I make local calls and send texts in the UK?

Dial the local number with the area code e.g. landline 01234 567891 or mobile 07123 456 789. Send text messages to the UK mobile number, no dialing code is required.

How does someone call me?

To call your new mobile number from outside the UK, you must dial the UK international dialing code and remove the first zero of your number e.g. for the number 07712 345 678, you must dial 0044 7712 345 678 or +44 7712 345 678.

Even when you are not in the UK, someone calling you must use the UK dialing code (0044) because your SIM card has a UK number.

Are all incoming calls free?

No. Please visit www.simsmartprepaid.com/support/callrates for more information on our low cost incoming call rates.

Does SIMsmart prepaid have voicemail?

Dial 555 to call and setup voicemail. When a message has been left via voicemail, SIMsmart prepaid will send you a text notification along with the number that left the message. All voicemail calls will be charged per minute. Please visit www.simsmartprepaid.com/support/callrates for full rates and details.

Can I call and SMS anywhere in the world?

SIMsmart prepaid works in most countries, providing coverage is available. Please visit www.simsmartprepaid.com/support/callrates for rates and details.

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.

Does my SIM & account expire?

To keep your SIM card active, all you have to do is make a call or send a text message once every six months (180 days). If you do this your SIM card will stay active. Like most prepaid SIM cards, if the SIM is left for 180 days without any activity, it will expire and you will need to purchase a new SIM card. Unfortunately, credit and numbers from expired SIM cards are non-transferable.

How do I add credit to my Account?

You can do this via your account page on the SIMsmart prepaid website www.simsmartprepaid.com under Sign In/Recharge. If you have a recharge code (represented in this example by ‘yourtopupcode’) you can text ‘TOPUP yourtopupcode’ to 1250.

Alternatively, dial *125*yourtopupcode# or call 1250 and follow the instructions. You will be charged for calling 1250. Rates for calls to 1250 vary, see www.simsmartprepaid.com/support/callrates.

Do I need a credit card to recharge my SIMsmart prepaid SIM?

Yes. SIMsmart prepaid currently accept the following as payment methods:

American Express, MasterCard, Visa, PayPal

Can I manage my account online?

Yes you can. Sign in to your account online at www.simsmartprepaid.com where you can:

  • Add credit to your SIM cards
  • Manage your SIM cards
  • View call records

How do I check my account balance?

You can view your account balance on your SIMsmart prepaid account page, click Sign In & Recharge at www.simsmartprepaid.com or call *126# from your SIMsmart prepaid phone or text ‘balance’ to 1250. You can also call 1250 to check your balance, this service is chargeable. Rates for calls to 1250 vary, see www.simsmartprepaid.com/support/callrates.

What if I am not able to sign into my account?

Please make sure that you are entering your correct username and password you used to setup your account. If the problem persists, then your number may have been deactivated due to inactivity. Please contact Customer Support at support@simsmartprepaid.com.


*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.

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