Frequently Asked Questions

Activating My SIM Card

How do I activate my SIM Card?

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

Activation is simple:

  1. Login to your online Account.
  1. Select 'Activate & Register SIM Cards' and then follow the step by step instructions.

Make sure your mobile device is set to preferred 4G LTE/3G under network settings in your handset.

The Activation process can take up to 12 hours after the SIM is registered & linked to your online account.

 

How to Use Questions

How do I check Airtime?

Check Airtime Balance:

  1. Login to your online Account and select 'View SIM Accounts & Billing'
  2. Send a short code on your mobile device by dialing: *100#  and the balance will display on your screen

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

How do I make a Call?

All calls are direct dial, there is no call-back, just use your handset as you would normally.

Always use the international dialling code when calling any destination.

All calls are billed per minute.

For a list of Country Codes click: Country Codes

How do I receive a call?

You receive a call in the normal way and if a charge applys to the incoming call it is billed per minute.

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

How do I Top Up Airtime?

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

To TopUp your airtime:

  1. Login to your online account.
  2. Select 'View SIM Accounts & Billing' button
  3. Select the 'Top UP' button next to the SIM Card you wish to add airtime.
  4. Follow the Check Out process.

Top Ups are processed in Real Time.

How to send an SMS

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.
 
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/

How to set up Data?

The International SIM requires that you set and save your unique APN before activating Data roaming.

You can find your APN settings under Data settings in most handsets, if not please check your handset instructions.

Set and save the APN as follows, only two fields are required.

  1. APN Name = Wraptel Inc
  2. APN =  roamingplus
  3. Remember to SAVE after creation.
  4. In your phone settings ensure that both cellular data and data roaming are turned on.

For APN settings on iPhone and iPad use the same settings as above and refer to this Apple guide Here

Is Voice Mail available with the Wraptel SIM?

At present we do not offer this option, but it is on our road map and will be implemented as soon as possible.

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/

Setting up VoIP or SIP

At present we do not offer this option, but it is on our road map and will be implemented as soon as possible.

SMS Verification Codes

The Wraptel phone numbers (UK, USA, Canadian) are A2P; meaning they can accept SMS verification codes.

Where do I find my number

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

  1. Login to your online account
  1. Select ‘View SIM Accounts & Billing
  2. Send a short code on your mobile device by dialing *1702# and the number will appear on your screen.

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 Express 2-3 Days:  $15 Flat Fee
Canada Standard 3-7 Days:  $4.80 Flat Fee

Shipping in the USA

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

Shipping to Rest of World

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

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

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

 

Rates & Costs Questions

Are any of the phone numbers charged a fee?

UK SIM card numbers are Free. They never expire and will stay with your account for as long as you are using your SIM and do not exceed the 420 days inactivity.

USA and Canadian numbers are charged at $1.00 per Month unless stated 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.

If you lose your number through lack of SIM balance you have up to a maximum of 90 days to recover your number before it is returned for re allocation.

To recover a lost number, you will need to contact Wraptel administration using the Ticketing System found under your account and request recovery. A surcharge of $10.00 will be incurred to have same number reallocated.

Does my airtime balance ever expire?

All 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 420 days (15 months) from the last successful termination.

UK SIM card numbers never expire and will stay with your account for as long as you are using your SIM and do not exceed the 420 days inactivity.

USA and Canadian numbers are charged at $1.00 per Month unless stated 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.

If you lose your number through lack of SIM balance you have up to a maximum of 90 days to recover your number before it is returned for re allocation.

To recover a lost number, you will need to contact Wraptel administration using the Ticketing System found under your account and request recovery. A surcharge of $10.00 will be incurred to have same number reallocated.

 


 

Does Wraptel offer free incoming calls?

Wraptel offers free incoming calls in approximately 100 countries. See Rates & Coverage for your country.

How do I pay for voice, text and data?

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.

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, American Express and most major credit cards 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 online Account.


 

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' or 'Call Logs' button.

General Questions

Can I use the Wraptel SIM in Japan & South Korea?

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.

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.

Does Wraptel SIM work on Verizon or Sprint Phones?

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.

My iPhone keeps sending strange text messages to numbers I don't recognize?

These call logs/charges are due to your iPhone trying to connect to Facetime or iMessage. It's a silent SMS sent to activate FT/iMessage, sent by these Apps automatically.

Most home carriers do not pass this charge onto the end users due to the monthly subscription fees that offset the charges. On the other side, most carriers that offer the pay-as-you-go, prepaid model, will pass these charges to end users. To stop these messages you can disable these features on you handset.

To learn more about this please visit these links:

https://www.theiphonewiki.com/wiki/FaceTime

https://discussions.apple.com/thread/3827428

What devices are supported and compatible with the Wraptel SIM?

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

What phone numbers are included with the Wraptel SIM Card?

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

SIM cards will only be removed from our system if the SIM has not been used for 420 days from last successful termination.

UK SIM card numbers never expire and will stay with your account for as long as you are using your SIM and do not exceed the 420 days inactivity.

USA and Canadian numbers are charged at $1.00 per Month unless stated and do not expire as long as you maintain sufficient SIM balance to cover the Monthly charge.

If you fail to maintain sufficient balance the number will be removed to stop any further charges for the number incurring.

If you lose your number through lack of SIM balance you have up to a maximum of 90 days to recover your number before it is returned for re allocation.

To recover a lost number, you will need to contact Wraptel administration using the Ticketing System found under your account and request recovery. A surcharge of $10.00 will be incurred to have same number reallocated.

Will the Wraptel SIM affect my phone or home cellular service?

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.