Technical Support for existing customers

Your Contact Details:

First Name: (required)

Surname: (required)

Email: (required)

Phone Number:

How shall we contact you?

Your comment:



Troubleshooting your RoamingSIM

View our Quick Start Guide and Trouble Shooting Tips

My RoamingSIM is not working, what should I do?

1. Turn your phone Off then On

We recommend that you do this at least once per day when travelling. Often resetting the phone will fix a temporary problem.

2. Check your Balance

Your RoamingSIM needs to have credit to make or receive a call. If you have a small balance there may not be enough to make your call. Send a text message with the letters bal to 1966 anytime to check your balance

3. Ensure you have network coverage

If your phone does not have network coverage, try switching manually to another network. Your handset will select the strongest signal; however often it is the local network which is causing the problem. Manually switching may find a better network for you to use. Check your handset user manual if you need information on how to do this.

4. Make sure you are dialing the correct number and format

All phone numbers in our network must be entered using the international format: First the country code, then the national area code and finally the required telephone number. For example: to call NSW in Australia: +61 2 XXXX XXXX. To dial internationally, use + country code, followed by the number. It is best not to use 0011 or 00 or 011.

How do I make calls?

RoamingSIM uses a method called Callback to connect the call. To make a call follow these instructions:

1. Dial the number in full international format (eg +61XYZXYZ)
2. After dialing, there will be slight pause and the phone may not look like it is doing anything.
3. In approximately 10 seconds your phone will then ring you back.
4. Answer the call normally and wait to be connected.

Why doesn’t my Callback work when I try to make a call?

First check that the Callback menu is switched ON. RoamingSIM places a menu on your phone called “Callback” and this needs to be enabled to allow the callback facility to work. It should be ON as standard. If that doesn’t work it may be that your phone does not support the Callback feature automatically.

RoamingSIM is designed to work automatically with a particular function of the handset software standard called the Sim Toolkit (STK). Some handset models do not conform to this standard in all their phones.

When I try to make a call, I always get an announcement saying: “Call not allowed” (or similar)

Some handsets may have a Java version that does not support the RoamingSIM. These may be (older) Nokia or Samsung handsets or often the Apple iPhone.
Using these handsets may require a code to be entered before dialing the number.
The code *182* should be entered before each full international number is called.
Eg *182*0061XYZXYZ# OR *182*+61XYZXYZ#
Press “Send” and you should receive a call back.

What can I do if I don’t know my PIN code anymore?

Try to enter your 4 digit PIN code supplied with your RoamingSIM. After 3 failed attempts you will get a prompt asking for your PUK code. The PUK code is also found on the card that came with your RoamingSIM. You should retain the SIM card holder or make a note of the PUK code as we may not be able to provide you with PIN or PUK information, should you lose your card.