Getting Started User Guide

Mobilitypass 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. Access Codes Table 

9. Troubleshooting

10. FAQ

11. 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. Just go to your network settings* and use the following settings:

* 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

EXAMPLE: ANDROID (SAMSUNG) INTERNET CONFIGURATION

Step 1: Edit and view your APN settings 

You can view and edit the APN settings on your cellular phone as described below:

Settings> More settings (or Wireless and Networks) > Mobile networks> Access Point Name (APN)

If no APN is listed, you have to create a new one. Please use the following settings to select/ activate this APN:

Name: a name of your choice

APN: globaldata

Proxy: Leave empty

Port: Leave empty

User Name: Leave empty

Password: Leave empty

Step 2: Verify other cellular settings

Please verify your cellular settings as described below:

Settings> More Settings> Mobile Networks

Cellular Data to ON

Data Roaming to ON

Network Mode to Automatic (GSM/WCDMA)

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 Member’s Area.

 

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: Edit and view your APN settings

You can view and edit the APN settings on your cell phone as described below:

Settings> Cellular> Cellular Data Network

To edit the settings, enter the details as provided below:

APN: globaldata

User Name: (Leave Blank)

Password: (Leave Blank)

The settings should be saved automatically. To keep several APN settings, you may use a separate configuration pro‑le for each.

Step 2: 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

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. You can check your available credit in your Members Area or by dialing 187#.

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 3 months 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


 

8 Access Codes Table

If one of the functions above appears not to be working, try dialing the Short code without the “#” at the end (e.g. 121) or with the “*” at the beginning and the “#” at the end (e.g. *121#)

 

9 Troubleshooting

I CANNOT MAKE A PHONE CALL OR CONNECT TO INTERNET

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

2) 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”.

3) Check that your account balance is positive by dialing: 187#

4) 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 use your phone in Europe it must be compatible with the following frequencies: - GSM band: 900/1800 Mhz - 3G band: 2100 Mhz

- 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

 

10 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 either in your Members Area or by dialling 187#.

 

11. Customer Support

HOW TO CONTACT THE CUSTOMER SERVICE?

The Mobilitypass 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.