FAQ

General Questions

The Wraptel SIM does not alter the functionality of your device or regular SIM card.

When the SIM Card is  inserted all of your calls, texts and data will be on network providers where Wraptel offers service.

When you return home and put your regular home SIM back into your phone, your regular service will resume as normal.

Yes, your phone does need to be unlocked.

Phone unlocking refers to removing the network restrictions on a phone so that it can be used with a SIM card from a different network. If you're unsure of whether or not your phone is unlocked, contact your mobile service provider. Your home cellular service provider can unlock your phone for you. You can find information about your carrier's unlock policies by visiting their website or calling their support line. You can also click here to read our article on How to Unlock your Phone with Your Carrier.

The Wraptel SIM Card is available in Standard, Micro & Nano SIM Card sizes. The SIM Card arrives as a triple cut out SIM; you decide to break it as a Standard SIM, Micro SIM or Nano SIM.

It is compatible with unlocked GSM devices including: iPhones, Android phones, Windows Mobile phones, as well as iPads & Android tablets. Also works in traditional cell phones.

Should you have any questions regarding your device compatibility, please contact support@wraptel.com

Any credit remaining in your Wraptel account after one trip can always be used on your next trip to any of the 200+ countries we offer service.  You can also use your remaining credit through the VoIP App when traveling abroad or when calling international long distance from your home country.

The unused credit on your account balance will expire after 15 months of inactivity. Only the prepaid airtime credit expires after the 15 month period. The SIM Card itself does not expire and you can always add more airtime.



Each Wraptel SIM Card includes one US number and one UK number. You can use this number to send and receive calls and text messages.

You can also add local foreign numbers to your SIM Card for over 60 countries!

Please contact us if you are interested in adding a Canadian phone number or a local foreign number. A small monthly fee may apply. There are no contracts on foreign numbers and you can cancel at any time!

Yes, you can browse the Internet, check email, connect to social networks and use messenger apps.

3G Data service is available in over 100 countries. Please check the
Wraptel Rates & Coverage page to see if data service is available in your country of travel.

Data service can be turned on/off from your Account and is charged in 50kb increments.

To set up data on your phone or to turn data services on/off visit "Setting Up Mobile Data" in our online User Guide.

We are in the process of introducing data packages; please check back with us.

Yes - Voice Mail is included with the Wraptel SIM Card.  You can turn it on/off from your online Account or via the Wraptel Support App.

There are various ways to check your voicemail; to learn how visit the "Voicemail" section on our online User Guide.

Yes, to receive free inbound calls you will need to download our VoIP Calling App from the iTunes App Store or Google Play Store. All calls received to your Wraptel number when you are using the VoIP App are free in all countries.

You can use the Wraptel VoIP App when on WIFI or 3G/LTE.

The Wraptel VoIP app can also be used to make inexpensive international long distance calls from your mobile device whether you are at home or traveling abroad. Visit our "Rates & Coverage" page for VoIP Calling Rates.

Download the Wraptel VoIP/WIFI App for free from Google Play or the iTunes App Store.

You can easily forward calls from your regular cell phone number, home phone, office, etc. to your Wraptel SIM while you are traveling abroad!

Included for free with each Wraptel SIM Card is one US number and one UK number. Canadian and foreign numbers are also available. Please contact us to add a Canadian or foreign number.

To forward your regular US or Canadian numbers to the Wraptel SIM, just set them to forward to the US or Canadian number that is assigned to your Wraptel SIM card.

Call forwarding services with your home mobile provider are required to use this service. Please confirm the availability and terms of call forwarding with your home provider.

Make sure to test the call forwarding a few days prior to your trip.

To learn how to view the numbers assigned to your Wraptel SIM, please visit "Check Phone Numbers" on our online User Guide

No, we currently do not offer text message forwarding.

When using the Wraptel SIM abroad, you can send and receive text messages using the assigned Wraptel SIM phone number (US or UK number).

Alternatively, you can use popular messaging apps such as Whatsapp, Facebook Messenger and Viber to send and receive messages while using data service on the Wraptel SIM.

Yes, you will need to activate the SIM card once the order is received.

For security reasons; all Wraptel international SIM cards are shipped inactive and must be activated from within your online Account.

Activation is simple, please visit the "Getting Started" section on our online User Guide.

There are a number of ways to contact support for assistance:

  • Review our online User Guide for step-by-step instructions and troubleshooting tips.
  • Use our Live Chat at Wraptel.com.
  • Submit a support request online at Wraptel.com (Go to Support and please be as specific as possible).
  • Call us at  +1-845-360-8111 or +1-647-725-4005 (be ready with the details of your issue)
  • Send an email to support@wraptel.com


When a support ticket is received, our customer service representatives will proactively work on your query, 24 hours a day, 7 days a week and will respond with your resolution by email, SMS or telephone call. We value our customers and take pride to ensure your needs are met while traveling overseas. In addition to receiving a response from our customer service representatives, we also follow up in a timely manner to confirm that the issue has been resolved. Once confirmed, we will then close off your ticket.

Yes. Your Wraptel mobile number can be forwarded to almost any other mobile number or landline number around the world.

There are two types of Call Forwarding:

  • NO Response Call Forward. This type of call forward will ring your Wraptel number and if there is NO Response the call will then be directed to the number which you have indicated. Please note that when this option is activated, the call will not go to your Wraptel voicemail.
  • Unconditional Call Forward. When your Wraptel number is called, this type of call forward will ring or forward directly to the number which you have indicated. Your Wraptel number will not ring at all.

Our Smart Call Forward feature allows you to drastically reduce the cost of an incoming call when traveling and does not charge the cost of a standard roaming incoming call, instead you only ever pay a fraction of this cost.

To determine the forwarding rates please visit: Smart Call Forward Rates

There are a few ways to enable call forwarding; please visit "Smart Call Forwarding" on our online User Guide for step-by-step instructions.

Direct Dial calling means that you enter the telephone number of the person you are trying to reach and the persons number rings; just like a regular phone call.

Callback calling means that you enter the telephone number of the person you are trying to reach, your phone automatically hangs up and within a few seconds we call your phone back. When you answer the call, you will then be connected to the number that you originally dialed.

It's easy and the process is automatic! To learn more on Callback Calling please visit "Making Outbound Calls" on our online User Guide

The answer is Yes and No, it depends.

If you have a World Phone from Verizon or Sprint then yes, you can use it with the Wraptel SIM.

The World Phones from Verizon or Sprint must be dual-mode CDMA/GSM. Most current smart phones have the GSM radio frequency and will work with an alternate SIM Card when traveling abroad. You can request Verizon and Sprint to unlock the GSM portion of the phone for international travel; which is the SIM Card slot on the phone where you will insert the Wraptel SIM.

If you have a Verizon or Sprint Phone that is CDMA only then unfortunately it will not work with the Wraptel SIM or any alternate SIM Card. The Wraptel SIM requires an unlocked GSM capable phone.

The Wraptel international SIM card does work in Japan and South Korea.

These countries use 3G/WCDMA networks, so only phones with the specific 3G/WCDMA/HSDPA/UMTS 2100 frequency will work in these countries.

You must deactivate the SIM Card as soon as possible!

To deactivate follow these steps:

1)    Login to your account (online or through the Wraptel Support App).
2)    Set the SIM Card Status to Account Deactivated.
3)    Save the changes by selecting the Update SIM Button.


If you require any assistance, please contact us:

  • Live Chat at Wraptel.com
  • Submit a support request online at Wraptel.com (Go to Support and please be as specific as possible)
  • By Phone call:  +1-845-360-8111 or +1-647-725-4005
  • Send email to support@wraptel.com



How to Use Questions


To learn how to use the Wraptel SIM Card please visit our
online User Guide.

To use the Guide, you will be required to select one of the topics from the drop down menu. The topics are:

  • Getting Started
  • Top Up your Airtime
  • Check Balance & Phone Numbers
  • Set Up Mobile Data
  • Make Outgoing Calls
  • Receiving Calls
  • Wraptel WIFI/VoIP App
  • Sending & Receiving Texts (SMS)
  • Voicemail
  • Call Forwarding
  • Troubleshooting & Support

Ordering Questions

Before 3PM EST: Orders received before 3PM will be shipped the same day they are placed.

After 3PM EST: Orders received after 3PM will be shipped the next business day.


Shipping in Canada

Canada Express 2-3 Days:  $12 Flat Fee
Canada Standard 3-7 Days:  $3.80 Flat Free

Shipping in the USA

USA Express 2-3 Days:  $25 Flat Fee
USA Standard 4-10 Days:  $4.80 Flat Free

Shipping to Rest of World

Worldwide Express Shipping: 4-10 Days:  $40 Flat Fee

Worldwide Standard Shipping: 10-15 Days: $4.80 Flat Fee

For preferred shipping fees when shipping to rest of world countries please contact support@wraptel.com


To view our refund/return policy please click here.

We accept Visa, MasterCard, Discover, American Express, Verified PayPal Accounts, Visa Debit Card and Debit Card. Simply follow the steps on check out.

Please note that we use Paypal as our merchant processor and Wraptel Inc. will never hold or see your financial details.You can Checkout with major Credit Cards, Visa Debit or PayPal Express (You will be transferred to a Paypal Checkout Page - Please select the Pay by Credit Card Button if you are paying by credit card).

Rates & Costs Questions

Wraptel’s prepaid platform puts you in control of your spending. Before using the SIM Card for voice, text, or data services you will need to load airtime credit.  You can add airtime using your online account accessible through our website or the Wraptel App (available in iTunes App Store and Google Play)

You have the option to load credit in the amounts of $10, $20, $30, $40, $50, $75, $100, or $150 using your credit card. (Visa, MasterCard, and American Express are accepted).

Following the payment process, you will receive an email receipt. Since all services are prepaid, you will never be surprised by a bill after you return from your trip.

When your airtime balance is running low we will automatically send you a text reminding you to add more airtime.

You can always check your balance very easily through your My Account or by dialing *301#SEND to have the balance display on your phone.

To learn more about topping up airtime please visit our user guide




You can monitor your voice, text and data usage in real-time through your My Account.

Your history of calls, text messages and data usage is visible only to you.

Your My Account is accessible through our website or through the Wraptel Support App which is available for download through the iTunes App Store or Google Play Store.

No. The Wraptel SIM is a prepaid service. All airtime usage draws from your account balance.

For Business Accounts looking to manage one corporate balance please contact us at corporate@wraptel.com

No. There are no monthly fees or connection charges to use voice, data and texting on the Wraptel International SIM Card.

Should you add a Canadian or foreign number; there maybe a monthly fee. There are no contracts so you can cancel at anytime. If you would like to add on a Canadian or foreign number, please contact support@wraptel.com

Wraptel Support App

The Wraptel Support App is fully integrated with your SIM Card & online Account.

This app offers User Support and access to manage your SIM Card and Account.

To access the application you will need to be a registered Wraptel SIM Card User

The features include:

  • Quick & easy Top-Up
  • Edit & change your SIM Card settings
  • View the intuitive and easy to follow User Guide
  • View the last 7 days of call logs
  • View the last 7 days of transactions
  • Auto detect your mobile type, this will provide the APN settings to set up mobile data
  • Check Call rates for a specific country
  • Contact Customer Support

To download the Wraptel Support App:
iTunes                 Google

These are two different Apps; each with it's own unique features.

The Support App allows you to manage and access your SIM Card Account. It is integrated with your SIM Card and online Account. You can also use it for airtime top ups.

The Wraptel VoIP-WIFI App is simply a phone dialer used to make and receive VoIP-WIFI Calls. It shares the same airtime balance, voicemail and phone numbers as your SIM Card.

VoIP/WIFI App Questions

The main advantages of using the Wraptel VoIP/WIFI Calling App is for greater savings; including:

  • FREE incoming calls in all countries.
  • Excellent rates for outbound calls. See Rate Calculator for VoIP Rates.
  • Shares the same phone number and voicemail as your Wraptel SIM Card.
  • Can be used with WIFI or 3G.
  • Reduce roaming fees when traveling.
  • Preferred International Long Distance Rates when calling from home.


Download the Wraptel VoIP/WIFI App:

iTunes                     Google Play

You will be required to download the Wraptel VoIP/WIFI Calling App.

Download the Wraptel VoIP/WIFI App:

iTunes                     Google Play

The Wraptel VoIP/WIFI Calling App is a free download and there are no additional charges to use this service.

Inbound calls are free in all countries.

Please visit our Rates & Coverage section for outbound VoIP Rates.

Outbound Call

To make an outgoing call  you need to be registered on a WIFI or 3G Data network and have the Wraptel VoIP/WIFI App enabled on your phone. You should make the call using the dial pad on the Wraptel App. To learn the dialing format visit "Make Outgoing Calls" on our online User Guide


Inbound Call

When someone dials the number assigned to your Wraptel SIM Card it will ring on the Wraptel VoIP/WIFI App as long as the App is enabled on your smart phone and connected to WIFI/3G. Answer using the dial pad on the Wraptel App.

If the Wraptel App is not enabled on your smart phone, or if it not connected to WIFI/3G, the call will ring on your SIM Card. Answer like a normal cell phone call.

Yes. If you are not available to answer the Wraptel VoIP call or if the App is turned off, the call will be routed to your Voicemail.

To learn how to check voicemail please visit "Voicemail" our online User Guide

Yes, you can use the Wraptel VoIP/WIFI Calling App without the Wraptel SIM Card installed.

It is not required that the Wraptel SIM Card is installed to use the App.