1. How do I report a technical problem?
The best way to get directly in touch with our technical department and for them to take care of your problem efficiently is to open an online trouble ticket. This can be easily done by following these simple steps:
Go to   and open a trouble ticket online using your Access Number or PIN• Please fill out the form and keep your trouble ticket number so that you can view the status of your trouble ticket and follow its resolution.
Note: (for Callback services the Access Number is the last 7 digits of your US phone number: exp  1-305-1234567  use only 1234567)

2.How to change my callback online
• On line go to  
• Once on the log in page you will enter your Account number or Group Number and your pin or password (this is a four to five digit number)
• please note if you cannot remember your password you can click on the " forgot your Account Password? " link on the page and by entering the email address that we have for you in our system it will trigger an instant email with your password.
• This will give you access to our Account Management page
• Then click on the link "change callback" next to the line that you want to change (in case you have more than one)
• Enter the new number as you would normally dial it from the US including International code (if necessary) country code, area code and number.
• Finally click on "Submit "

3. I am not able to reach my access number (my 305 or my 786 number)
This fault is particularly difficult to deal with because we do not have control over your dialing capabilities through your local company. Please review the following:
• Make sure that you are trying to reach these your access number from a line where you have international dialing capabilities, meaning that you can dial your access number in the USA from the line that you are using to trigger the callback.
• Remember that you can always dial your access number from any line and it will still send the callback to your registered number, so for instance if your registered callback number is your home land line but you cannot trigger the callback from this line (no international dialing capabilities) you can trigger it from any other line like a mobile phone or even your friend's house and still receive the callback at your registered number.
• Another possibility would be to trigger the callback online by email or SMS. (See FAQ 17,18 and 19.)
• If you need further assistance please open a trouble ticket (see FAQ #1)

4.The computer does not call me back.

• First check your phone settings to make sure your telephone is working properly, many times we find faulty telephones that do not ring at all.
• Verify that your callback number is entered correctly in our system as many times the computer is trying to reach you on an invalid or incorrectly entered number. (See how to change my callback online)
• If you need further assistance please open a trouble ticket (see FAQ #1)

5. I dial my access number but the computer tells me "please hang up the computer is already trying to call you back" but it does not.
• After you trigger the callback, the computer will attempt to reach your for about 5 minutes, depending on many factors including in-country current congestion problems, the system may sometimes take longer to reach you than others.
• One alternative could be to temporarily change your callback number to another line (for instance if you are trying to receive the callback on a mobile phone, you may change your callback number to a land line and trigger the callback again) some times congestion problems can be unique to land lines or mobile lines so changing the callback momentarily can be used as a quick fix.
If you need further assistance please open a trouble ticket (see FAQ #1)

6. The computer does not call me back, but when I check my voicemail I can hear messages like "Please enter your destination number followed by the pound sign"
(This happens more often for callback users in the US and Canada)
• Our system calls back very quickly in the US and Canada so it may reach you as you are still listening to the phone ring.
• When you trigger the callback hang up quickly as you begin to listen to the first ring (do not wait for the whole first ring) so remember, hang up after half of the first ring.
• If you need further assistance please open a trouble ticket (see FAQ #1)

7. I can hear the other person but the other person cannot hear me (or vice versa)
Commonly known as one way audio, please if you experience this fault let us know immediately, (see how to open a trouble ticket) most of the time this fault is intermittent so triggering the callback again may help.
If you need further assistance please open a trouble ticket (see FAQ #1)

8. I receive the callback, but as I enter the destination number the computer keeps prompting the message "please dial your destination number followed by the pound sign" ignoring my entry and eventually says "goodbye" and then disconnects.
As you enter your destination number the digits are transmitted as "tones" which is the normal "beep" sounds that you hear when you enter a phone number. What happens in this case is that our computer is not "hearing" these tones that you are entering because your telephone set is not sending "tones".
This fault can be particularly disconcerting since it can strike at anytime (even if you have never had this problems before) and is not necessarily triggered by changes on your lines but rather by changes made by your Telecom National Provider on their settings. (This fault can also be intermittent)
• Please try to look for a switch on your telephone set that has a Pulse-Tone option, we need your telephone to be set to the "Tone" option. Some telephones also refer to it as "P" or "T" and you would then find a T-P switch, we need it to be set to "T" for Tone, after you change your setting try to use the system again and see if it works.
• Another option would be to try and use the service from another extension of from another telephone in your house (since the problem can sometimes be unique to one telephone set).
• You can also try to add a "*" sign in front of your destination number, so instead of dialing 011+CountryCode+Number you would dial *011+CountryCode+Number (this can switch your phone momentarily to "Tone" and enables your phone to transmit the digits entered correctly.
• If you need further assistance please open a trouble ticket (see FAQ #1)

 
9. I enter my destination number but the computer keeps telling me "the number you have dialed is invalid" even when I enter the number right.

Explanation: One of the most common reasons for this fault to occur is distortion on the lines. Not all countries and local companies maintain the same DTMF quality when the digits are transmitted so depending on many factors Distortion may occur.

This fault makes difficult for the computer to "hear" the digits as you try to enter them, so it is common that you hear messages like: "the number you have dialed is invalid" even when you are dialing the right numbers from your telephone. (Please note distortion on the line may not affect the quality of the audio on a conversation but rather the correct transmission of the digits entered by you when you dial your destination number)

How to make it work: One way to beat this fault is by setting up online what is commonly known as "Speed-Dials". Speed-Dials will not only save you time as you try to remember or dial each phone number but it will prevent any distortion on the lines since the number would already be stored in our system (the feature is completely free of charge)

Once you have set up your speed dials online, you can simply press 1# or 2# etc... after receiving the callback and the computer will automatically dial Speed Dial #1 or #2 depending who you want to call (you can set up to 99 Speed Dials)

10. I cannot complete my call because after a few rings the computer says "your call could not be completed, please dial your destination number followed by the pound sign"

In order to prevent unnecessary charges for error messages or local provider messages, our computers is programmed to allow only a certain amount of time (rings) for the other party to answer after you have dialed the number, then we will prompt the message "your call could not be completed, please dial your destination number followed by the pound sign". If you feel that the computer did not allow enough time for the other party to answer, you can simply press ### (which will prompt the voice message again) and then dial *# which will redial the last destination number entered.

If you need further assistance please open a trouble ticket (see FAQ #1)

11. The call gets cut off when the other party answers.
If this happens to you press ### immediately (this will trigger the voice prompt again) and then press *# this will redial the last number entered and you are very unlikely to get cut off again.
What happens is upon no answer; the computer disconnects the call however the audio can sometimes remain on the line for a short instant after that, so if the person picked up the phone right after the call was disconnected you may get to hear the other person's "hello?" A similar phenomenon can be reproduced when you unplug a radio from the electricity and the audio remains on for a few instants.
If you need further assistance please open a trouble ticket (see FAQ #1)

12. The call drops when I am trying to get through an 800 number.
As a precaution we must have our computers set to maintain the connection as long as there is a two way audio (like a normal conversation would have). So if after approximately 10 minutes our computer does not "hear" two way audio (audio from both parties) it will disconnect the call.
We have added new feature that will allow you to maintain this connection without dropping the calls. A prompt that only you will hear will play: "Please dial any key to maintain connection". If you wish to maintain connection you will have to press a key on your phone.
If you need further assistance please open a trouble ticket (see FAQ #1)

13. I receive unwanted callbacks.
Your access number can be dialed by any other person by error and you will still receive a callback, if it happens too frequently, send us an email to Diese E-Mail-Adresse ist gegen Spambots geschützt, Du musst JavaScript aktivieren, damit Du sie sehen kannst. requesting that your access number be changed and we will reassign a new access number to your line. Please remember to specify which line (access number) you are getting the unwanted calls on (in case you have more than one line on your account) so that we are able to identify which access number we need to change.
If you need further assistance please open a trouble ticket (see FAQ #1)

14. How to set up speed dials online.
• You will first go to our new web site www.simmobile.eu
• Once in our page you can click on the link 
• Once on the log in page you will enter your Account number and your pin or password (this is a four to five digit number)
please note if you cannot remember your password you can click on the " forgot your Account Password? " link on the page and by entering the email address that we have for you in our system it will trigger an instant email with your password.
Once on this page you have the option to set up the same speed dials
for all the lines (Option 1), or set up different speed dials for each unique line (Option 2).
• (Option 1) If you only have one line in your account, or if you have multiple lines but still want to set up the same speed dials for all the lines, simply click on the 4 th link on the "Account Setting" chart that reads < "Set Speed Dials for all Access Numbers" >
• This will give you access to our page and you can then enter your destination number as you would normally enter it after receiving the callback. (Remember to enter the speed dials, as you would normally dial these numbers from the US) Then simply click the option < Submit Modifications > and you are done.
You can enter up to 99 speed dials but please remember to make a note so that you remember which Speed Dial belongs to which number.
• (Option 2) If you have more than one line on your account and you want to set up individual Speed Dials for each line. You will click on the < Speed Dial> link corresponding to the line where you want the changes to take place.
• This will give you access to our page and you can then enter your destination number as you would normally enter it after receiving the callback. (remember to enter the speed dials as you would normally dial these numbers from the US) Then simply click the option < Submit Modifications > and you are done.
You can enter up to 99 speed dials but please remember to make a note so that you remember which Speed Dial belongs to which number.
So now that you have completed the set up you can simply press 1#, 2# or 3# etc... after receiving the callback depending on whom you want to call, and the computer will automatically dial the numbers for you.
If you need further assistance please open a trouble ticket (see FAQ #1)