Getting Started Extended User Guide for SIM and eSIM

MobilityPass SecureXpress SIM and eSIM Card 2019

Extended User Guide

Table of Contents

1. Quick Start

2. Phone Calls

3. Internet Access

4. Text Messages

5. Voicemail

6. Call Forwarding

7. Refill SIM Card Credit 

8. How to activate DayPass plan

9. Access Codes Table 

10. Troubleshooting

11. FAQ

12. Customer Support

 

 

1 Quick Start

INSERTING THE SIM CARD INTO YOUR PHONE

If you have purchased eSIM, you do not have to insert any SIM card, just scan QR code as per eSIM card instructions in Knowledgebase.

Please refer to your cell phone manual on how to insert the Mobilitypass SIM Card. Your phone needs to be unlocked, which means that it is not locked to a specifi­c provider.

What if your phone is locked? If your phone is locked, please contact your cell phone provider to have it unlocked.

Before inserting the SIM Card, always make sure that your cell phone is switched off. The SIM Card can be easily damaged by being scratched or bent, so be careful when inserting or removing the card. Once your SIM Card is inserted, you can switch on your phone.

WHAT IS MY PHONE NUMBER?

Your default UK phone number begins with (+44) and is already assigned to you. You can ­find it in your confirmation email, in your Members Area or you can request it at any time by dialing: 133#.

2. Phone Calls

HOW DO I MAKE A CALL?

 Your MOBILITYPASS SIM CARD provides you with an international calling service, so you must dial your numbers in the international dialing format. Please note that the leading zero (0) in European phone numbers needs to be ignored when using the international dialing format.

Please note that the leading zero (0) in European phone numbers needs to be ignored when using the international dialing format.

OPTIMIZE YOUR CREDIT BY USING THE CALLBACK FEATURE:

The callback feature helps you save up to 50% of the costs of your outgoing calls. Dial the recipient’s number (as mentioned above), followed by the ‘#’ key (ignore any displayed message). Wait for a few seconds and you will receive a call. Once you’ve answered the call you will be connected to the number that you dialed.

Please note: Some smartphones may require you to dial the “*” before the “+”

3 Internet Access

HOW TO CONNECT TO THE INTERNET?

With your Mobilitypass SIM Card you can connect to the Internet. Please verify the following phone settings

1. Our SIM is inside
2. Your phone is ON
3. AirPlane mode is turned OFF
4. WiFi is turned OFF
5. Cellular Data is turned ON
6. Roaming  is turned ON
7. Carrier is set to Automatic

* Please refer to your cell phone manual to locate your network settings. Depending on your card options, the internet data access may have been disabled. Please contact our help desk for further information.

You can ­find our contact details in your Members Area: Members Area> Support> Contact us> Create a support ticket

*In some case for advanced network access you may be asked to configure your "APN", in that case detail and "APN" settings are available within your "SIM Settings" in your member area.

 

EXAMPLE: ANDROID (SAMSUNG) INTERNET CONFIGURATION

Please verify the following phone settings

1. Our SIM is inside
2. Your phone is ON
3. AirPlane mode is turned OFF
4. WiFi is turned OFF
5. Cellular Data is turned ON
6. Roaming  is turned ON
7. Carrier is set to Automatic

HOW CAN I SELECT ANOTHER CELLULAR NETWORK?

You can view and choose the connected cellular network on your device in: Settings> More Settings (or Wireless and Networks)> Mobile Networks> Network Operator

Select your preferred network operator from the list according to price, quality and coverage.

 

EXAMPLE: IOS (IPHONE AND IPAD) INTERNET CONFIGURATION 

Step 1: Verify other cellular settings

Please verify your cellular settings as described below:

Settings> Cellular>

Cellular Data to ON

Enable 3G to ON

Data Roaming to ON

Make sure that your WiFi connection is OFF to allow the use of cellular data.

Step 3: Connect to the Internet

Restart your phone and connect to the Internet. If you have any problems, please contact our help desk. You can find our contact details in your Members Area:

Members Area> Support> Contact us> Create a support ticket

 

HOW CAN I SELECT ANOTHER CELLULAR NETWORK?

You can view and choose the connected cellular network on your device in:

Settings> More Settings> Network Operator

Select on the list your preferred network operator according to price, quality and coverage.
 

4 Text Messages (SMS)

HOW DO I WRITE A TEXT MESSAGE (SMS)?

Your MOBILITYPASS SIM CARD is ready to send text messages. However, keep in mind that you need to type the recipient's phone number in the International dialing format.

Please note: Some smartphones may require you to dial the “*” before the “+”

 

5 Voicemail

HOW TO USE THE VOICE MAIL?

Your voicemail is enabled by default. A caller will be directed to your voicemail if you don't answer within 30 seconds or if your phone is switched o­. You will be notified by text message for each new voicemail you receive.


 

6 Call Forwarding

DIVERT YOUR CALL TO ANY PHONE WORLDWIDE

Your Mobilitypass SIM Card allows you to forward your incoming calls to any phone worldwide. This is really important when you remove your SIM card from your mobile phone as it ensures that you will not miss any calls.

For example, to forward your call to a US number 1 (206) 203-6200 dial: 10212062036200# You can manage your call forwarding options at any time from your Members Area.
 

7 Refi­ll SIM Card Credit - Top up balance

CREDIT ON YOUR ACCOUNT

1) Your Mobilitypass SIM Card comes activated to use the credit/balance available in your account for voice calls, data, text messages or any services that you activate.

2) Whenever you use your phone (eg. voice calls, data or text messages) the charge is immediately debited from your account.

3) Always check that you have credit on your account.

4) To add more credit to your account go to your Members Area

Members Area> My Billing > Add Funds/Recharge:

You can pay by debit card, credit card or Paypal. The credit will be immediately added to your account.

5) The preloaded credit on your Mobilitypass SIM card is valid for a period of 1 Year after activation. The credit added on your account is valid for a period of one year after it is recharged.

 i Please note that it takes up to 24 hours to view your new balance in the Members Area

ii If there is not sufficient balance you will have no connection, adding funds can take a little and the phone must be restarted to be sure the carrier antenna refresh data. So please add funds in advance

8 How to activate DayPass plan

Instructions and code are available into your Member area > SIM Settings > detail > bundle, you will find the available code for each available bundle. This code must be dialled from your mobile (once connected to your subscribed carrier) it will activate the bundle in reference, the activation is almost immediate providing you have the available credit in your account.

You can only use Bundle on the specified network. Details in the member area and in Network list on our website for particular country.

You will receive a message when you reach 90% of your daily allowance.

Any data usage you made during a period of 24 hours are covered. But if you connect to another network that is not include in the bundle you will be charged by MB as you go, same as when you do not activate any DayPass plan.

Example of the activation code for the "DayPass" Eurail Roaming bundle: To activate the daily bundle (24 hours auto renew) you must dial once connected to the subscribed network carrier the following code: *65418#

Please note, If bundle is running and there are no funds available to charge the next cycle, the bundle will be switched OFF. If you add funds, it will not restart automatically, so be aware to restart it

9 Short Codes

"Short code" allows you to manage your SIM card services and to get some information, for example "Access voice mail 121#", these short codes will only work when connected to the subscribed network.

The list of available short codes for your SIM card is available within your member area under SIM Settings. Be informed that short code depends on your SIM and the corresponding subscribed services.

 

10 Troubleshooting

I CANNOT MAKE A PHONE CALL OR CONNECT TO INTERNET

1) Make sure that your SIM card or/and subscribed services support Calling facilities

2) Make sure that your Mobilitypass SIM Card is properly installed and the correct profi­le is selected as explained in the “Quick Start” section.

3) Make sure that you are dialing the number correctly as explained in the “Dialing a number” section or your Internet configuration is set up as per “Internet settings”.

4) Not all networks support "call Through" in that case you must use the "Callback facilities"

5) Some cellular phones may require you to dial the * (star) key instead of the “+” symbol in front of the number. If you have followed the above suggestions and you still cannot make a phone call:

- Make sure that there is cell phone coverage in your location.

- Make sure that your cell phone supports the local network frequency.

To check your phone frequency capacities, check the frequencies used by your local carrier and your phone specification.  To check the frequencies of the network carrier in the countries you try to connect please consult our network table.

- If you have never used your Mobilitypass Roaming SIM Card before, ensure that your cell phone is unlocked.

- If you still have a problem using your Mobilitypass Roaming SIM Card, please contact our help desk. You can ­find our contact details in your Members Area: Members Area> Support> Contact us> Create a support ticket

 

11 FAQ

MEMBERS AREA

How can I access my Members Area? You can easily access your Members Area by using your login information provided in both the confi­rmation email and your Quick Start Guide that is attached to your SIM card when you receive it.

I have forgotten my login information, how can I access my Members Area? In the event of lost or forgotten login information, you can visit the Members Area login page and follow the link “Forgot Password” where you will be able to obtain your information via the email you previously registered with.

What can I do with my Members Area? Your Members Area allows you to view your overall balance, your account settings, your usage details and history, as well as top up your balance. You will also have access to the roaming rates, the Quick Start Guide, and the Extended User Guide.

TOPPING UP YOUR BALANCE

How do I top up my balance? You can easily top up your SIM through your Members Area by logging in with your User Name and Password provided in your con­firmation e-mail. Please note that once you have topped up your balance, it takes up to 24 hours to appear in your Members Area.

Where can I check my balance? You can check your balance in your Members Area.

12. Customer Support

HOW TO CONTACT THE CUSTOMER SERVICE?

The Mobilitypass SecureXPress Roaming SIM Card is provided by our external telecommunication partner Global Roaming.

To reach the customer service of Global Roaming please go to your Members Area: https://secure.globalroaming.com  and submit a support ticket.

The customer service team will answer your request within 48 hours.

You can also contact the customer service from Monday to Friday between 8 am to 6pm (ETC Time) via phone or live chat function from the Contact Us page.