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Some questions are frequently asked. We have all the answers for you right here

FAQs

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FAQ

ESY Sim Card

General Questions

€$¥ International SIM  is an international roaming SIM that allows you to save while you stay connected overseas. The service is prepaid so you do not have to worry about a bill shock again. This SIM is set to automatically connect to our supported network in the country you are travelling to. This will ensure that you have the best connection possible at all times. With cheap call, text and data rates, you can feel safe knowing that you can stay in contact while travelling.

You can purchase your €$¥ International SIM in store at one of our participating stores. Click here to find a store near you. You can also order your €$¥ International SIM online on our website click here.

The €$¥ International SIM costs $10 CAD. You can purchase your SIM online or receive a FREE €$¥ International SIM when you purchase €$¥ prepaid credit card. You can purchase your SIM online by clicking here.

After receiving your €$¥ International SIM, you’ll need to activate it online. Simply click on the ‘Activate SIM‘ tab at the very top of the page. Then log-in or create an account and follow the prompts. If you have purchased some credit or a data pack when you ordered your €$¥ International SIM, you’ll need to assign that credit to the SIM of your choice. You will see this option after completing the activation of your €$¥ International SIM.

You will be receiving a new phone number with your €$¥ International SIM. This number will always be a UK based number starting with +44. You will receive this number after you have finished activating your new SIM. This number will be sent to you in an email and also as a text message to your phone when you insert the €$¥ International SIM for the first time. You can also retrieve this number at any time by doing the following:
Step 1: Insert the €$¥ International SIM into your phone
Step 2: Dial *133#
Step 3: Your €$¥ International SIM phone number will be displayed on your screen and also sent to you as a text.

If you would like to keep your existing number, you have the option of setting up a Local Number and forwarding your mobile to it. You can set this up after logging in to your online account.

Note: If you are traveling to the U.S., you can choose to activate a U.S. based phone number on your €$¥ International SIM by calling *160#. Make sure you only call this number once and please remember to write down your U.S. phone number to share with your friends, family and colleagues in the U.S. This will allow people from the US to be able to reach you at a local rate. You can be called and texted on this number AND the original +44 number.

We recommend that you activate and test the SIM in your device in before you depart. When you receive your €$¥ International SIM : Insert the SIM in your device and ensure that you are able to complete the test call by dialling *222#. After this step, re-insert your normal SIM until you depart.

This means that if you are experiencing any issues or your handset turns out to be network locked you have plenty of time to unlock the device or contact us for support.

After the SIM has been activated it will be active as long as you keep using the SIM once every 90 days. If you leave the SIM unused for more then 90 days, it will automatically deactivate.

We have SIM cards that fit most of the phones available on the market. However, as some foreign networks may run on different frequencies, you need to check whether your phone will be compatible specifically with the countries that you are travelling to (we recommend that you go through this step if you have an older/more basic phone). In particular please contact the Support team if you are travelling to Japan or United States, as those countries require a newer handset due to their specific frequencies. Our €$¥ International SIM support team is happy to check this for you – please give us a call at 1-438-788-3344.

You can top-up online, or via phone. Top up online by logging in to your online account and select add credit. To top-up over the phone, call *221# to reach our automatic top-up service.

Your International SIM will continue to be active, as long as you do not leave it unused for more than 90 days. This means that you must use your €$¥ International SIM at least once every 90 days to keep the SIM and credit active.

The first thing you should check for is data roaming. You should ensure that you switch data roaming OFF when you are not using it, as you will still get charged for data every time you use a data service such as incoming emails or notifications.

To switch data roaming OFF
On an iPhone:
Step 1. Go to Settings on your iPhone
Step 2. Scroll down to find Cellular/Mobile
Step 3. Switch ‘Data Roaming’ OFF

On an Android:
Step 1. Go to Settings on your device
Step 2. Find Wireless and Networks
Step 3. Then click on Mobile Networks
Step 4. Look for Data Roaming and disable the function

Using all other mobiles:
Step 1. On the main Menu of your device, find Settings
Step 2. Look for the option Mobile Network or Connectivity
Step 3. Scroll down until you can find the option to switch Data Roaming OFF.

If you cannot find the Data Roaming option on your device, you are also able to log into your account and switch data roaming on and off.

Note: If you are using an iPhone, you may also be incurring charges related to iMessages and/or FaceTime. You should switch both of these OFF in your settings when using your €$¥ International SIM. This can be found in Settings > Messages > iMessage and Settings > FaceTime.

The data rates will depend on the country that you are travelling to. To view the full data rates please click here. Please note that we do not support data in every country that we allow calls and texts. Data rates are displayed by per MB basis however, we will charge your account per 10KB to help reduce any credit wastage. You can also purchase data packs for your data needs, these will help you save even more. Click here to check out the data packs available.

We recommend that you test your €$¥ International SIM before you depart by performing a test call. To make a free test call, you can dial *222# with your €$¥ International SIM inserted.

Step 1. Insert your €$¥ International SIM
Step 2. Dial *222# and hit the call button
Step 3. Your phone will disconnect and will start ringing in a few seconds
Step 4. Answer the callback and you will hear a successful test call message.

On iPhone:
Step 1. Go to Settings
Step 2. Select Carrier
Step 3. Switch automatic OFF
Step 4. Once the network list is loaded select one of our supported networks
Step 5. Make a free test call to *222# to test that it is working

On all other mobiles:
Step 1. Go to Phone Settings
Step 2. Go to Mobile Networks or More Settings
Step 3. Find Network Operators
Step 4. Search for networks
Step 5. Once the network list is loaded select one of our supported networks
Step 6. Make a free test call to *222# to test that it is working”

Help with calls

To make a call using your €$¥ International SIM you’ll need to dial the full international number no matter what country you are calling from, or what country you are calling to. When dialling both locally and international remember to dial the full international format for all numbers.

Step 1. Dial the number you wish to call in full international format. For example, to call an Australian Mobile press + then enter the country code and drop the zero. You would dial on your €$¥ International SIM +61 491 570 110

To call the Canadian number 604-259-1641. You would dial +1-604-259-1649

Step 2. Press the call button. In a few seconds your phone will ring and you need to answer this call.

Step 3. Your call will be connected. At the end of the call you will receive a message with the cost of your last call.

Tip! To make it even easier to dial, make sure you change your favourite contacts into the international format. You’ll be able to dial them using this format when you return to Canada so you won’t need to switch the numbers back.

Troubleshooting calls

If you find that you are dialling correctly but still cannot make a call, please manually select a different carrier in your phone Settings. To do this on most phones you can go to Settings > More Network or Carrier > Switch Automatic Off and select another network available.

If you still have difficulty making the call, try replacing the + with a * and adding a # at the end. For example, *61 491 570 110# for the Australian number or *1-604-259-1649# for the Canadian number.

Your €$¥ International SIM will work like any other international and long distance number. To call an international number from a cell phone: enter ‘+’ (plus sign) then enter the €$¥ International SIM number starting with 44.
Example: from any cell phone dial: +44 XXX XXX XXXX

Note: The + sign is recognised by all networks in the world as the universal exit code for cell phones.

To call €$¥ International SIM directly from a landline, start with entering the international exit code for the country you are in, for Canada this is 011 then enter the full €$¥ International SIM number. Example: To call a €$¥ International SIM from a Canadian landline dial: 011 44 XXX XXX XXXX

People calling you on your €$¥ International SIM  will be charged for a long distance call. It will vary on the carrier and agreements the person has with their provider. If you have activated a U.S. number they will be charged for calling the United States. If you have not activated a U.S. number, they will be charged for a call to the UK. If you are expecting your friends and family to call you while you are abroad, you can login online and activate a Local Number to alleviate these costs.

A Local Number will allow your friends, family and colleagues to contact you on a local Canadian number instead of your €$¥ International SIM phone number. This means they will be charged at a local rate.

If you are experiencing difficulty making calls, you may be dialling incorrectly or you may be on an unsupported network.

Step 1. You should first check that you are dialling correctly.

To call from your €$¥ International SIM, you need to call in the full international format. This means you need to call with a + then country code then the number.

If you find that you are dialling correctly but still cannot make a call, try replacing the + with a * and adding a # at the end.
Step 2. Try manually selecting a different carrier.

The carrier you are connected to may not cover the area you are in. You can check our supported networks at our Rates & Coverage section and entering the country you are in and the country you are calling to.

To switch to another network, you will need to change it in the settings of your cell phone.

 

On an iPhone:

Step 1. Go to Settings on your iPhone

Step 2. Scroll down to find Carrier/mobile

Step 3. Switch ‘Automatic’ OFF

Step 4. After searching please select a supported network

 

On an Android:

Step 1. Go to Settings on your device

Step 2. Find Wireless and Networks

Step 3. Then click on Mobile Networks or Network Operators

Step 4. Your device will now search for networks around you

Step 5. Select one of our supported networks

 

Using all other mobiles:

Step 1. On the main menu of your device, find Settings

Step 2.  Look for the option Mobile Network or Connectivity

Step 3.  Scroll down until you can find the option called Operators or Network Selection

Step 4. Select Manual search

Step 4. Once search is complete, simply select one of our supported networks on the list to be connected.

Always dial the full international number, regardless of where you are. This means that even though you are in the same country as the person you are trying to reach, you should still enter their phone number in the international format beginning with a + and entering the country code.

“*200# for €$¥ International SIM customer service

*222# for making free test call

*133# for your €$¥ International SIM phone number

*187# for your account balance

*221# to add more credit to your account

*121# to access voicemail

*122# to turn voicemail on

*123# to turn voicemail off

*125# to check voicemail settings

*172# to retrieve data settings”

Help with texts

Sending an SMS is the same as making a call on your €$¥ International SIM.
Example. To SMS a Canadian Number 604-259-1641 you would enter +1-604-259-1641

If you are using an iPhone, you may receive jumbled messages due to a feature in your iPhone called iMessages or FaceTime. You may also be incurring charges related to iMessages and/or FaceTime. You should switch both of these OFF in your settings when using your €$¥ International SIM.

To switch iMessages OFF
Step 1. Go to Settings on your iPhone
Step 2. Scroll down to ‘Messages’
Step 3. Switch off ‘iMessage’ at the very top

To switch FaceTime OFF
Step 1. Go to Settings on your iPhone
Step 2. Scroll down to ‘FaceTime’
Step 3. Switch ‘FaceTime’ off at the very top of the page

Sending a text is exactly the same as making a call. You simply use the full international number beginning with a +44. As you have been provided with a full international number (starting with 44), you simply just need to add a + in front of the €$¥ International SIM phone number. Example: To SMS the €$¥ International SIM number 44 XXX XXX XXXX they would send it to +44 XXX XXX XXXX

If you are already using the correct SMS format and the messages are still not going through, please go to your Contacts list and edit the contact manually, changing the number to the full international format by including a +, international code, state code and dropping the first 0. Example: Instead of having the contact saved in the national format 604-259-1641 you should change it to +1-604-259-1641. This is a standard format around the world and you will not be required to change it again when you return home. Some smart phones will recognise the number you are trying to text and they will reformat the number and send the message from your contacts automatically.

Note: Some smart phones also keep a record of text messages in one single conversation. This means that because you previously messaged this number in local format, your smart phone will continue to revert the phone number into local format which blocks you from sending international SMS. Note that this issue is common among iPhones and you must follow the steps:
Step 1. Select the person you are messaging and delete the SMS history
Step 2. Make sure they are not saved in your contacts in the local format
Step 3. Make sure they are not saved in your favourite contacts
Step 4. Please ensure that the local format phone number is removed from any part that your smartphone may be picking up the number from
Step 5. Please retry sending the SMS. If issue persists please try deleting this contact altogether and then re-adding them to your contact list in international format.

Help with data

With the increasing amount of data that our customers have been using when overseas, we offer cost efficient data packs that make using data overseas easier than ever before. You are able to select the pack size and the zone you will be travelling in, so that you can purchase a data pack that best suits your needs. A data pack will give you a set amount of data for a set price. This means that there is a fixed cost for a certain quantity of data – for example 1GB, 2GB, 500MB or other. The data pack will be valid for you to use for 90 days after you have purchased it. You can login to your account online and purchase a data pack in the zone(s) that you are travelling to.

Note: If you travel outside the zone you have selected you will be charged a normal pay as you go data rate.

Yes, you can use your iPad.  You’ll just need to set up the data settings, there are two ways of doing this: Downloading the data configuration file. You can either do this by downloading the data configuration file to your iPad from the activation email that is sent after you have activated the SIM card.

Step 1: Insert the €$¥ International SIM
Step 2: Access your emails and find the one we have sent you
Step 3: Open the file attached to this email
Step 4: Agree to the installation and it will be complete

Manual Setup
If you are experiencing issues downloading this file you can instead manually set up your device for data by going to Settings > Cellular/Mobile > Access Point Name (APN) and change the Cellular/Mobile APN to: globaldata

Ensure that globaldata is written as one word, all lower case. You can leave the username and the password blank.

Please also ensure that you have Data Roaming ON when you wish to access data. This should be located under Settings > General > Mobile Data/Cellular Data > Data Roaming ON/OFF

Unfortunately, we do not support data in all countries. This is due to high charges that we don’t want to forward onto you. If you’re travelling to a country that does not support data, we recommend you call your accommodation to check if they provide Wi-Fi services.

When you first receive your €$¥ International SIM there is no data available. If you do not opt in to the data settings on your device, the €$¥ International SIM will not be able to access data. To opt in you will need to follow the instructions and install the data settings on your device.

You can avoid any excess data charges by ensuring you switch data roaming OFF after each data session. You’ll need to go into your settings and switching data roaming off after you have used data on your phone. To switch data roaming OFF

On an iPhone:
Step 1. Go to Settings on your iPhone
Step 2. Scroll down to find Cellular/ mobile
Step 3. Switch ‘Data Roaming’ OFF

On an Android:
Step 1. Go to Settings on your device
Step 2. Find Wireless and Networks
Step 3. Then click on Mobile Networks
Step 4. Look for Data Roaming and disable the function

Using all other mobiles:
Step 1. On the main Menu of your device, find Settings
Step 2. Look for the option Mobile Network or Connectivity
Step 3. Scroll down until you can find the option to switch Data Roaming OFF.

To be able to access data on your device, you will first need to save the Data Setting and then turn Data Roaming On.

For iPhones:
Step 1: Insert your €$¥ International SIM
Step 2: Connect your iPhone to Wi-Fi
Step 3: Dial *172# and click on the link in the text message that you receive

For all other phones:
Step 1: Insert your €$¥ International SIM
Step 2: Dial *172# and click on the link in the text message that you receive

For iPads and manual data set up for iPhones:
Step 1: Insert your €$¥ International SIM
Step 2: Go to Settings > Cellular/Mobile > Cellular/Mobile Data Networks and change the Cellular/Mobile APN to: globaldata

Ensure globaldata is written as one word, all lower case. You can leave the username and the password blank.

For Android tablets or manual data setup for Android phones:
Step 1: Insert your €$¥ International SIM
Step 2: Go to Settings > Wireless and Networks > Mobile Networks > Access Point Name
Step 3: Create a new Access Point Name (APN) by either clicking on the + symbol or by clicking on the menu button on your handset and select Add APN or New APN
Step 4: Create a new APN and type the following into the APN settings:

Name: globaldata
APN: globaldata
Username: (blank)
Password: (blank)

Step 5: Save the new details and ensure that it is selected.

Note: Regardless of how you have set up your data, you will still need to enable Data Roaming to be able to access the internet on your device

Important: When you do not wish to use data, we recommend that you turn data roaming OFF to avoid being charged for data using features such as emails, Whatsapp, app updates, etc.

The data rates will depend on the country that you are travelling to. To view the full data rates please click here. Please note that we do not support data in every country that we allow calls and texts.Data rates are displayed by per MB basis however, we will charge your account per 10KB to help reduce any credit wastage. You can also purchase data packs for your data needs, these will help you save even more. Click here to check out the data packs available.

The Notifications view lets you see all of your alerts. These notifications can use your data without you knowing. To ensure that you are only using the data that you need, it is possible to switch these notifications off in your phone settings.

On an iPhone:
Step 1. Go to Settings> Notifications
Step 2. Select which apps you would like to turn off.

On an Android:
Step 1. Go to Settings> More > Application manager
Step 2. Select the app you would like to turn off
Step 3. Un-tick ‘show notifications’ box

Zones outline a selection of countries where a data pack can be used in. Data packs give you access to data at a lower cost than using data at a pay-as-you-go rate. Not all countries have access to data and some countries may only have a pay-as-you-go rate. You will only be able to use your data pack in the countries that your zone allows.

Note: If you roam outside of your zone you will be charged a normal pay as you go rate.

To use data you need to set up the data settings on your device and switch data roaming ON. We advise that you switch Data Roaming OFF when data is not in use, so that you’re not being charged without your knowledge. Please also note that we do not support data in all countries. You should check the availability and rates for each country you are travelling to. Check rates and coverage.

Local number

Local Number allows you to set up a local (national) format number that your €$¥ International SIM will be paired to. This means that people calling you can reach you on your Local Number and be charged for a local call. This makes it cheaper for your friends, family and colleagues to contact you, as they won’t be charged for making a long distance call. Our Local Number services start from $5.00 per month and you will be charged $0.25 per min to receive calls. Your friends and family calling you will not be charged for a long distance call and will instead be calling a national number. Setting up Local Number is easy, simply log into your account to set it up. You can purchase a Local Number for Canada as well as for other countries if you have friends, family or colleagues wanting to reach you.

Note: Setting up local number will only forward your calls. SMS messages cannot be forwarded. This means people sending you an SMS will need to send it direct to your €$¥ International SIM number and not your local number.

Step 1. To purchase and assign a Local Number to your €$¥ International SIM, you should log in to your account.
Step 2. Select the SIM that you wish to purchase a Local Number for. Now select the Local Number tab and choose the Local Number that you want.
Step 3. Select the country that you wish to purchase this Local Number for and then select the type of phone number or it’s region.
Step 4. You will also need to enter the duration you wish to purchase this Local Number for.
Step 5. You will receive an email confirming your purchase and your new Local Number. Remember to write this phone number down and share it with your friends and family.

Note: This Local Number will be applied immediately and your purchased duration will start from the day of purchase. If you are not departing for some time, you should purchase a Local Number closer to your departure date.

Yes, once you have set up a local number, you can contact your carrier to forward your normal mobile number to your new €$¥ International SIM local number.

Note: There will be charges associated with setting up mobile call forwarding and only calls will be forwarded (text messages are excluded).

Local Numbers are $5.00 per month. The cost will depend on the Local Number you choose to purchase. To purchase a local number, simply log in to your account and select the Local Number tab. You will be able to search for the country and view the cost of purchasing that Local Number to your SIM.

Note: When receiving a call from your Local Number, you will be charged $0.25 per minute to answer these calls.

Yes, you can purchase multiple local numbers. This means that people can contact you at local rates from more than one country. You are able to purchase a maximum of 50 local numbers on to the one SIM. You can check your current local numbers in the local number section when you log in to your account.

Unlock your device

Once you have inserted your €$¥ International SIM, if you do not pick up a carrier after several minutes, your mobile device may be network locked. You will need to have an unlocked mobile device for the €$¥ International SIM to be compatible in your device. Your phone may be locked if it also displays one of the following:

1. Network locked
2. SOS only
3. Activation Required
4. Select a Wi-Fi Network

Note: You can check to see if your carrier will unlock your mobile device. If you prefer to use an online unlocking service or visit a local cellphone repair store they will also be able to unlock your device for you.

Many carriers all over the world will network lock iPhones. Most unlocking services will not be able to unlock an iPhone and you will need to contact your carrier.

Step 1. You will need to contact your carrier to unlock your device. You can usually call them or request your device unlock online. You will need an identification number for your phone, called the IMEI, which can be obtained by dialling *#06#

Step 2. Backup and restore on iTunes. After unlocking it with your carrier, please perform a Backup and Restore for your phone on iTunes. For the unlocking process to be complete, this step must be done. Please ensure that you have a SIM that is different from your original carrier inserted, connect the iPhone to iTunes, click on “Backup this iPhone”, and then “Restore iPhone”. Once both steps have been done, you will receive a notification from iTunes “Congratulations, your phone has been unlocked”

Step 3. Restart your device by holding the home button and top lock button at the same time until the Apple logo appears. This will restart your device and when it is switched back on your iPhone should now be unlocked. “