Frequently Asked Questions

Activating eSIM or SIM Card

Activate eSIM or SIM Card

Activate eSIM

Important: eSIM is non transferrable. It can only be downloaded to one device. Please ensure that you are downloading the eSIM in the device in which you plan to use it. 

 To activate the eSIM follow the below steps:

  1. Login to your online Account
  2. Select 'View SIM Accounts & Billing'
  3. Scan the eSIM QR Install code (phone will need to be connected to the internet for the scan to work)
  4. After scanning the QR Install code, double check your eSIM phone settings to ensure it is set as active and that network mode is set to 4G LTE/3G
  5. The eSIM will automatically connect to a mobile network, allow a few minutes to connect
  6. SIM is ready to use
  7. Refresh web browser to see the mobile number in your online account

 

Activate SIM Card

An airtime top up is required to activate the SIM Card. Follow the below steps:

  1. Login to your online Account
  2. Select 'View SIM Accounts & Billing'
  3. Select the 'Top Up' button to add airtime (follow the check out process)
  4. After the airitme is added, insert the SIM Card into your phone 
  5. Double check your phone settings to ensure that SIM is set as active and that network mode is set to 4G LTE/3G
  6. SIM will automatically connect to a mobile network and is ready to use (allow a few minutes to first connect to the network)
  7. Refresh web browser to see the updated balance and mobile number in your online account

 

Troubleshooting eSIM/SIM Card

Please follow below steps:

  1. Reboot the device by powering off/on
  2. Ensure that eSIM/SIM Card is enabled in the device settings
  3. Ensure that the network mode/preferred network is on 4G LTE/3G (NOTE: SIM will not work on 5G)
  4. Ensure that both cellular data and data roaming are both turned ON
  5. The SIM should automatically connect to a network, If the SIM doesn't auto connect, then manually search and select one of the approved networks
  6. For Data, the APN should auto set, if you have any issues with data you can enter the APN manually, enter fastaccess (all lower case no username or password required)

 

 

How to Use

Top Up Airtime

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

To Top-Up your airtime:

  1. Login to your online Account and select 'Recharge SIM Accounts'
  2. Select the 'Top Up' button to add airtime (follow the check out process)
  3. After check out, the airtime will automatically be added to your SIM (refresh browser to see the updated balance in your online account)

Top Ups are processed in Real Time.

Check Airtime

Check Airtime Balance:

  1. Login to your online Account and select 'View SIM Accounts & Billing'
  2. Balance on the SIM is indicated

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

Data

Data:

The APN settings to operate data are set automatically.

In your phone settings, ensure that both data roaming and cellular data are turned ON

 

Troubleshooting:

  1. Reboot the SIM/phone
  2. Confirm the network mode/preferred network is on 4G/3G
  3. Ensure that both cellular data and data roaming are turned ON
  4. The APN should auto set, if you have any issues you can enter the APN manually, enter fastaccess (all lower case no username or password required)
  5. Network carrier should auto select however you can manually search and select one of the approved carriers

 

Phone Number

The Wraptel SIM/eSIM includes the choice of one phone number (US, UK or Canadian) at a charge of $2.50 per month. The number is selected during the check out process and the fee will draw from your airtime on a monthly basis.

Numbers will be maintained as long as there is sufficient balance in your SIM Account. If the balance is not sufficient the number will be cancelled.

All numbers support A2P applications, however due to IP address checks we cannot guarantee any 3rd party verification  Apps.

You can find your allocated mobile number in your online account under the "View SIM Accounts & Billing" button.

  1. Login to your online account
  1. Select ‘View SIM Accounts & Billing
  2. Number is indicated

 

Make Calls

Outbound Calling:

All calls are direct dial, use your handset as you would normally

Always use the international dialling code when calling any destination. (e.g, if calling the UK dial +44-xxx-xxx-xxxx or if calling the USA dial +1-xxx-xxx-xxxx)

All calls are billed per 20 second increments

Use the Mobyx VoIP App for preferred outbound calling rates

For a list of Country Codes click: Country Codes

 

Receive Calls

Incoming Calls:

You receive a call in the normal way. If a charge applys to the incoming call it is billed per 20 second increments

All calls answered via the Mobyx VoIP App are free

Please refer to the Rates & Coverage calculator for your country.

Send SMS

NOTE: SMS only works on the SIM Card. It does not work on the Mobyx App.
 
You can send an SMS in the normal way but always remember to use the international dialling code first.
Single text messages are limited to 160 characters, including spaces.
More than 160 characters the text message will be classed as a second text and charged accordingly.
 
The Wraptel phone numbers (UK, USA, Canadian) are A2P; meaning they can accept SMS verification codes. Some 3rd party verification Apps will not send SMS verification codes to VoIP numbers or due to IP address check discrepancies. Unfortunately this is outside of our control, however we recommend to to try 'verification by phone call' should you experience this issue with your provider. 
 
For iPhone Users:
FAQ: My iPhone keeps getting strange messages starting REG-RESP
This is due to your Iphone trying to connect/register to Facetime or iMessage. To stop these messages you should disable these features on you handset. Note: Your handset is sending SMS in the background. We have no control over this. The SMS sent by the Apple App are non-refundable. More deatils about this can be found here http://theiphonewiki.com/wiki/index.php?title=FaceTime
How to disable iMessanger and Facetime on iPhone: https://selfsolve.apple.com/deregister-imessage/

SMS Verification Codes

The Wraptel phone numbers (UK, USA, Canadian) are A2P; meaning they can accept SMS verification codes. All numbers support A2P applications, however due to IP address checks we cannot guarantee any 3rd party verification  Apps. 

Some 3rd party verification Apps will not send SMS verification codes to VoIP numbers or due to IP address check discrepancies. Unfortunately this is outside of our control however we recommend to to try 'verification by phone call' should you experience this issue with your provider. 

Setting up VoIP

NOTE: SMS only works on the SIM Card. It does not work on the Mobyx App. The  Mobyx App is for phone calls only

Set Up VoIP App:

  1. Ensure your eSIM/SIM Card is activated first, before setting up the VoIP App (see 'Activate eSIM or SIM Card')
  2. Download the Mobyx VoIP App from the Google store or Apple store
  3. Login to your online account
  4. Go to 'View SIM Accounts & Billing'
  5. Scan the Mobyx QR Install Code and start using VoIP

   

The Mobyx VoIP App Features:

  1. Shares the same phone number and airtime balance as your SIM
  2. Free inbound calls in all countries
  3. Reduced outbound calling rates
  4. Voicemail
  5. Call Recording
  6. Excellent call quality

Voicemail

Voicemail is only available via the Mobyx VoIP App

Rates & Costs Questions

Does airtime balance ever expire?

All eSIM/SIM Cards remain active as long as you maintain sufficient balance to cover the cost of your terminations.

Airtime expires if the SIM has not been used for 365 days (12 months) from the last successful termination.

USA, Canadian and UK numbers are charged at $2.50 per Month and do not expire as long as you maintain sufficient SIM balance to cover the Monthly charge. If you fail to maintain sufficient balance, or should the airtime expire, the number will be removed to stop any further charges for the number incurring.

To recover a lost number, you will need to contact Wraptel administration using the Ticketing System found under your account and request recovery. Once a number has expired there is no guarantee it can be recovered. Wraptel will make all reasonable attempts to recover your number. Should number recovery be successful there is a one time processing fee of $10.

 


 

How do I view my usage history & transactions?

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

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

  1. Login to your online account.
  2. Select 'View SIM Accounts & Billing'.
  3. Select the 'Calls & Billing' button

Ordering Questions

What is the refund/return policy?

To view our refund/return policy, please click here.
 

What types of payments do you accept?

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).

When will my order be shipped?

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 Standard 3-7 Days:  $4.80 Flat Fee

Shipping in the USA

USA Standard 4-10 Days:  $4.80 Flat Fee

Shipping to Rest of World

Worldwide Standard Shipping: 10-15 Days: $5.80 Flat Fee

 

General Questions

Does my phone need to be unlocked to use the Wraptel SIM Card?

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.

My iPhone keeps getting strange messages starting REG-RESP

This is due to your Iphone trying to connect to Facetime or iMessage. To stop these messages you should disable these features on you handset. Note: Your handset is sending SMS in the background. We have no control over this. The SMS sent by the Apple App are non-refundable. More deatils about this can be found here http://theiphonewiki.com/wiki/index.php?title=FaceTime

How to disable iMessanger and Facetime on iPhone: https://selfsolve.apple.com/deregister-imessage/