Troubleshooting Tips

Troubleshooting Tips

If you have a problem with your service please try this first:

Tip: It doesn’t hurt to do this each day as this will refresh your connection with the local network.

Problem Possible Cause Solution
 Can’t send an SMS

Once your balance falls below US$5 you will not be able to send an SMS message.

Check your balance to see if you have enough credit. If your balance is less than US$5 you will need to top up.

 

Have you entered the mobile number correctly?

Make sure you enter the number in full international format remembering to include the ‘+’ sign.

 

Incorrect Service Centre Number (SMSC) saved in the phone.

The TravelSIM Service Centre Number (SMSC) is +372 509 90 00. The SMSC can be found under the message settings in your mobile phone.

 

 Can’t make a call Have you turned your phone off and on lately?

Switching your phone off then on will refresh your connection with the local network.

 

Do you have enough credit to make an outgoing phone call?

If your balance is too low you will need to top up to continue using the service.

 

Are you dialling the number correctly?

Ensure you are dialling the number in full international format remembering to include the ‘+’ sign.

 

Is your phone a Samsung, LG, HTC or iPhone?

You may be required to make a Compatibility Mode setting change.

 

Are you getting "Call Barred" or does the call end itself?

These are common responses for older style handsets.  Please see override code.

 

Can’t receive a call Is your correct TravelSIM number being dialled?

Check how to call a TravelSIM

 

Does the number you are calling from have access to call international numbers?

TravelSIM is an international service so numbers must be able to dial internationally in order to call your TravelSIM.

Remember the 1800 Toll Free number can be used without international access.

 

Is it a network related issue?

Try calling the TravelSIM from another network to make sure there are no local issues causing the problem.

 

Do you have enough credit?

Depending on your location you may need to have credit in order to receive a call.  Check our rates page for full details and top up to continue using the service.

 

No Coverage/Restricted

Have you turned your phone off and on lately?

Switching your phone off then on will refresh your connection with the local network.

If you find coverage is low, try switching networks.

 

Is your phone saying “restricted SIM”, “insert correct SIM”?  If so it is probably locked.

You will need to contact your Australian service provider where you purchased the phone to have it unlocked.

Alternatively, remove the SIM and ensure it has been inserted correctly.

 

Does TravelSIM have coverage in the country that you are in?

Please check our coverage and rates page for full details.

 

Is your handset compatible with TravelSIM?

Most handsets work but a small number do not.  Please check handset compatibility.