Below you will find our most frequently asked questions.

Search FAQs

We provide you with a brand new foreign pre-paid SIM from a local operator at your destination. With our add-on Call Forwarding service, we can also forward calls that are made to your usual mobile or landline number, on to the new foreign number.

All you need to do is follow our easy instructions to set up the forwarding before you depart on your trip, then simply insert the new SIM when you get to your destination. We take care of the rest! 

That depends!

Your phone can’t be locked to any operator: Phones that were purchased on contract are usually locked. Not sure? Call your provider to double check! Sometimes they will unlock your phone for free.

      Get the right frequency: In Europe, you will get the best experience if you use a phone that supports the European 3G frequency (2100Mhz). In the US, your phone will have to cover the 850Mhz and 1900Mhz GSM frequencies. Not sure? Try searching for your device specifications online to find out.

Correct SIM size needs to be ordered: We can provide you with any size SIM to make sure it works with your phone. The current sizes are nano (iPhone 5 or iPad Mini), micro (the most popular size, for most iPads, iPhone 4 and 4s, Samsung Galaxy S3/4,  and many others) or standard (Wireless routers and dongles, as well as some tablets and older phones, including the iPhone 3). 

We offer packages based on typical usage for every HolidayPhone destination, so you can choose exactly which package suits your needs. When you use a pre-paid SIM card, you never receive any expensive bills after your trip. Best of all, HolidayPhone provides you with a local SIM card, which means you get incredibly cheap call/data rates. 

Every country has its own rates and charges, so we recommend that you read carefully on the website for your destination. 

Unfortunately most of our destination countries require a SIM specifically for that country. That means that there are no SIMs that cover all of Europe or Asia, etc. The only exception to this is our Multi Country SIM that works in Denmark, Hong Kong, Ireland, Italy, Austria, Sweden and the UK.

It depends! Most of our SIMs are provided by large local operators, and you should be able to find top up vouchers locally in shops, kiosks, corner stores, etc. Your SIM is a regular pre-paid SIM so you can top up without problem.

You can also purchase top ups directly from us online!

Data only SIMs are generally only valid for the amount of data allocated (1GB, 10GB, etc) and cannot be topped up. Countries where you cannot top up a data SIM include Canada, Japan, Spain, US, Denmark, Hong Kong, Ireland, Italy and Austria. We recommend instead that you purchase multiple data SIMs for these destinations, if you think you will need more than the data amount provided. 

With HolidayPhone call forwarding, we provide you with a local call forwarding number in your home country to which you will divert your calls.

Call forwarding is simple to set up by dialing *21* then the local landline number we give you. To be entirely sure that your operator will support the call divert, contact them.

If they don’t support it, you can just inform your contacts of the local call forwarding number, they will be able to reach you on that number directly.

Keep in mind that we provide you with a local SIM for the country you visit, which means that texts from the operator/voice mail/customer service for the SIM will be in the local language.

We provide all the necessary instructions in English, including how to get started, how to top up, and troubleshooting if needed. 

It’s not possible to purchase a HolidayPhone package offline, you absolutely have to place your order online.

We ship the card directly to you which means you will have it ready and active as soon as you arrive at your destination, saving you time on your holiday!

Worried that you don’t have enough time for delivery? We can ship to your destination, if you know the address where you will be staying.

Here are some popular devices with their corresponding SIM size:

nano-SIM card

 micro-SIM card

SIM card

iPhone 5

 iPhone 4S

iPhone 3GS 

 iPhone 5S

iPhone 4

iPhone 3 

iPhone 5C

     iPad 2, 3, 4

iPhone 

Moto X

HTC Desire X 

         Dongles

iPad Mini 

Nokia Lumia

  Mobile Routers

 

Sony Xperia

 

 

Samsung Galaxy S4

 

 

HTC One

 

 

Motorola Razr i

 

 

Galaxy Note 2

 

 

Nexus 7

 

 

Galaxy Tab 10.1

 

 

 

This list isn’t comprehensive so if you’re unsure about your SIM card size, search for your device online to find out, or contact the manufacturer of your device. 

Calling, texting and internet rates vary from country to country. Consult the web page for your destination to see the full rate listing! 

Keep in mind that reception/coverage at your destination might not be as good as the reception you normally have, as the network quality in some foreign countries could potentially be worse than back home.

In larger countries, such as Canada, the US and Australia, network coverage can be sparse or even non-existent in rural areas. This is unfortunately beyond our control, as some areas of the country are simply impossible to cover, such national parks and mountainous or heavily forested areas. 

Remote locations may not be covered at all so please check below to see the coverage map for your destination.

Coverage is beyond our control, but we do strive to work with some of the largest networks available in all destination countries. 

Check the coverage maps for each operator here: 

Australia

Greece

South Africa

Austria

Hong Kong

Spain

Bosnia-Hercegovina

India

Sri Lanka

Canada

Ireland

Sweden

China

Italy

Thailand

Croatia

Japan

Turkey

Denmark

Kenya

UK (Voice)

Finland

Malaysia

UK (Data)

France

Mexico

USA

Germany

Philippines

Vietnam

 

Of course! 

Keep in mind that some SIMs are only valid for 30 days, so carefully read the web page for your destination to see how long the card is valid. 

It depends, some of our local operators support tethering and others don’t.

Tethering/Hot Spot is supported in: Austria, Canada, Denmark, Finland, Hong Kong, India, Ireland, Italy, Croatia, France, Germany, the Netherlands, the Philippines, South Africa, Spain, Sweden, Thailand, Turkey, the UAE, the UK and Vietnam.

Hot Spot is NOT supported in: Australia, China, Greece, Japan, Kenya, Malaysia, Mexico or the US.

If your travel partner also uses our HolidayPhone SIM card, you can make direct calls to each other using your new foreign numbers.

This way, you can make local cheap calls to each other while on holiday. 

Without HolidayPhone, you will pay international roaming costs both for the calling and the receiving party. The total cost would then be extremely high for calls dialed between two roaming phones abroad!

We accept Visa or Mastercard, AMEX via Paypal or regular PayPal payments.

You do not need a PayPal account to make payments via PayPal. 

Absolutely! When using a credit card, your information is protected by SSL (https) encryption. All payments are processed by the 3rd party payment service provider DIBS. DIBS is one of the leading Payment Service Provider (PSP) in northern Europe and authorized by VISA/Mastercard. Your credit card details are not stored in our database or system.

When you order a HolidayPhone SIM package, everything is pre-paid. This means that you’ll never end up with an expensive bill when you get home, nor do you have to pay a monthly fee to use the service. No bills, no contract, no subscription – just convenient pay-as-you-go calls, texts and internet with your regular phone! 

There is an administration fee of 2 EUR when paying through Paypal, so keep that in mind when placing your order. 

Generally we will process and pack your order very quickly, usually within 48 hours.

If you place your order more than 20 days prior to your departure date, we will not ship it right away, due to time constraints for card activation.  We only activate and ship your card 20 days prior to your departure. 

We ship all orders with DHL. Shipments generally arrive in 5 business days.

We ship everywhere in the world!

Keep in mind that there can sometimes be delays with shipping. Generally we recommend that you contact us if it’s been a few days longer than expected, so we can confirm your shipping address and ship out a new order if necessary. If a package has not been received for longer than 30 days, we consider it to be lost and will refund you for the order.

Of course! If you know the address where you’ll be staying, then feel free to have your order shipped directly there.

Please don’t insert your new SIM into your device until you’ve actually arrived at your destination! It’s very very important that you do not try to test the SIM or use it in any way. If you try to use the SIM while you’re still at home, you can interfere with the activation of your card, you could delay the registration we are trying to do for you, or you could potentially use up any credit on the SIM due to roaming

With the HolidayPhone call forwarding system (an add-on you must purchase if you wish to use), we provide you a local landline number to which you will divert your calls. We then take care of forwarding the call on to your foreign number.

Once you set up the call forwarding directly from your regular phone, all your calls are diverted to the new number, so we recommend that you do it right before you leave on your trip.

To set up call forwarding:

  •  Wait until right before you depart on your trip!
  •  With your regular home SIM inserted in your phone, dial *21* followed by the number we provided to you in your instruction letter. If that doesn’t work, try contacting your operator directly and ask them to forward your calls to the new number, or set the call forwarding directly in your phone settings. 

Remember, text messages are NOT forwarded, they will be stored on your regular SIM so you will receive them whenever you insert it into your phone.

For the most part, internet settings will be automatically configured when your new foreign SIM connects to the network.

However, some SIMs require additional settings. We will always include instructions for these configurations in the letter we send with your SIM.

If you have an iPhone/iPad – make sure you double check your instructions, you may have to download a new APN profile BEFORE your departure. 

In certain countries, it is required by law for the phone operator to identify every owner of their SIMs. This law applies to everyone, local residents as well as vacationers.  

An image upload URL is attached in your order confirmation email for you to send your passport info securely to us. Alternatively, you can email us the image directly.

Once received, we will pass it on to the operator and as soon as your SIM card is activated, the passport image is removed from our system.

Rest assured, your passport details are stored securely and they are never used for any other purpose!

Countries where proof of ID is required include China, Spain, Turkey, South Africa, India, Greece, Sri Lanka, the UAE and Kenya. 

No calls will ever be forwarded to your voice mail, so don't worry about it. You don't have to disconnect your voice mail before leaving, since it will not be used. For many of our SIMs, you can however if you like - enable voice mail on the foreign SIM Card.

Not to worry, you can still enable your call forwarding if you’re already at your destination!

You can:

  • Insert your home SIM and call *21* followed by the UK landline number we provided to you in your welcome letter.
  • Call your regular operator and ask them to set up the call divert for you. Make sure you give them the correct UK landline number.
  • Ask your contacts to just call you on the UK landline number, either by texting/emailing them the number from your foreign SIM or by adding a new voice mail greeting on your regular SIM, informing them of the new number.

Usually these error messages mean that your phone is operator locked and it is not acknowledging the new SIM.

In this case, unfortunately you will not be able to make use of the SIM. Contact your phone operator and ask them to unlock the mobile, if possible. You could also try and insert the SIM in another phone to see if that works - if you confirm that the SIM is working properly, you could potentially borrow another phone or mobile device to use while you're abroad.

Alternatively, you could be out of the coverage area for the network. This is pretty common in larger countries like the US, Canada and Australia, where complete network coverage of rural areas is rare.

If neither of these causes apply to you, please contact us at support@holidayphone.com, we’ll look into it and get back to you. 

Don’t forget that our SIMs are all pre-paid, Pay As You Go SIMs, which means that in order to make calls, you have to have some credit balance or a minutes package valid on your card. Check your balance if possible, then ensure you top up your card in order to make calls or send texts. 

If you purchased a top up from us along with your SIM, we will either top up your card directly OR send you a top up voucher that you must redeem. The detailed instructions for redeeming your voucher are always included in the instruction letter you received with your order.

Some top up vouchers have a scratch tab that you need to scratch off to reveal a code.

If you didn’t purchase a top up from us prior to your departure, you can always order one when you’re already at your destination! Just go to:

US customers: www.holidayphone.com/addons

AU customers: www.holidayphone.com.au/addons

UK customers: www.holidayphone.co.uk/addons

Simply enter your order number and the email address you used when you placed your order, choose the top ups you want to add and then proceed with payment. We'll either top up on your behalf, or email you the top up information. 

We always include the instructions for activating your internet coverage when we ship your order. Usually you have to text a short code to the operator in order to activate internet, or visit a specific website with the SIM inserted. Just make sure you follow our instructions!

Ensure that you have calling balance available on your SIM!

Some contacts saved in your phone may not have the full, international number to reach them. Ensure you always dial the country code prior to your contact’s number.

Some examples:

For the US number (321) 112-2233, dial +13211122233 (or 004 1 321 1122233 in Thailand).

For the UK, add the +44 country code and remove the 0 in the area code, in order for the call to connect. For example, 07511 223344 becomes +44 7511 223344 (004 44 7511 223344 in Thailand). 

For the Australian number 02 8181 4646, dial +61281814646 (004 61 281814646 in Thailand).

Ensure that you have credit available on your SIM!

Some contacts saved in your phone may not have the full, international number to reach them. Be careful to always text with the country code prior to your contact’s number. For example, the UK number 07511 223344 becomes +44 7511 223344 (004 44 7511 223344 in Thailand). 

Sure! Our SIMs are all provided by very popular, large operators in their respective countries, and they use the biggest networks, so coverage is generally very good. Keep in mind that Canada, the US and Australia sometimes have spotty coverage due to the size of the network. Remote locations may not be covered at all so please check below to see the coverage map for your destination.

Coverage is beyond our control, but we do strive to work with some of the largest networks available in all destination countries.

Check the coverage maps for each operator here:   

Australia

Greece

South Africa

Austria

Hong Kong

Spain

Bosnia-Hercegovina

India

Sri Lanka

Canada

Ireland

Sweden

China

Italy

Thailand

Croatia

Japan

Turkey

Denmark

Kenya

UK (Voice)

Finland

Malaysia

UK (Data)

France

Mexico

USA

Germany

Philippines

Vietnam

 

 

One of the most common reasons for a non-working SIM is due to your mobile device being locked to an operator back home. We recommend first testing the SIM card in another phone or device, to ensure that it works in an unlocked phone.

If you're still having trouble, we recommend contacting the local operator for your SIM card. We always include the operator's contact details in your instructions letter, and they should be able to assist you.

If not, contact us, we will do our best to fix it. Our Support team is available, so mail, chat with us or call us. If we still can’t get things working for you, you can send the SIM back to us, and we’ll test it. If the SIM is deemed defective, we’ll refund you. Just make sure you contact us to let us know. 

Generally the internet will work automatically when you insert a new SIM, but you may need to configure a special “APN” profile to use while you’re abroad.

The APN defines the network path for all mobile internet connectivity.

Each wireless mobile provider has a unique APN that should be programmed into your phone before you can connect.

If you have an iPhone/iPad – make sure you double check your instructions, you may have to download a new APN profile BEFORE your departure. 

Android devices:

  1. Press Main
  2. Select Settings
  3. Select Wireless and Networks
  4. Select Mobile Networks
  5. Select Access point Names
  6. Press Menu
  7. Press New APN
  8. Enter the APN settings for your destination below:

 

Australia

Name: Amaysim

APN: internet

Username:  leave blank

Password:  leave blank

Austria

Name: AT

APN: drei.at

Username:  leave blank

Password:  leave blank

Bosnia-Hercegovina

Name: BHMobile

APN: active.bhmobile.ba

Username:  leave blank

Password:  leave blank

Canada Voice and Data

Name: Virgin Canada

APN: inet.bell.ca

Username:  leave blank

Password:  leave blank

China

Name: Unicom

APN: 3gnet

Username:  leave blank

Password:   leave blank

Croatia

Name: Bonbon

APN: web.htgprs

Username:  leave blank

Password:   leave blank

Denmark

Name: AT

APN: drei.at

Username:  leave blank

Password:  leave blank

Finland

Name: Saunalahti

APN: internet.saunalahti

Username:  guest

Password:  guest

Germany

Name: Blau

APN: internet.eplus.de

Username: blau

Password: blau

 

Greece

Name: Vodafone

APN: web.session

Username:  leave blank

Password:  leave blank

Hong Kong

Name: AT

APN: drei.at

Username:  leave blank

Password:  leave blank

India

Name: Airtel

APN: airtelgprs.com

Username:   leave blank

Password:   leave blank

 

Ireland

Name: AT

APN: drei.at

Username:  leave blank

Password:  leave blank

Italy

Name: AT

APN: drei.at

Username:  leave blank

Password:  leave blank

 

Japan

Name: Unicom

APN: 3gnet

Username:  leave blank

Password:   leave blank

Kenya

Name: Orange

APN: bew.orange.co.ke

Username:  leave blank

Password:  leave blank

 

Malaysia

Name: Hotlink
APN: unet
Proxy: 202.75.133.49
Port: 80
User name: maxis
Password: wap

 

Mexico

Name: Movistar

APN: internet.movistar.mx

Username: movistar

Password: movistar

Philippines

Name: Globe

APN: http.globe.com.ph

Username:  leave blank

Password:  leave blank

South Africa

Name: Cellc

APN: internet

Username:  leave blank

Password:  leave blank

Spain

(Data only)

Name: internet

APN: internetmas

Username: leave blank

Password: leave blank

 

(Voice and Data)

Name: internet

APN: jazzinternet

Username:  leave blank

Password: leave blank

Sri Lanka

Name: Dialog

APN: ppwap

Username:  leave blank

Password: leave blank

Sweden

Name: Tre

APN: data.tre.se

Username:  leave blank

Password:    leave blank

Thailand

Name: DTAC

APN: www.dtac.co.th

Username:  leave blank

Password:   leave blank

Turkey

Name: Avea

APN: internet

Username:  leave blank

Password:    leave blank

UK

Name: o2

APN: payandgo.o2.co.uk

Username: vertigo

Password: password

US Voice and Data

Name: Lycamobile

APN: data.lycamobile.com

Username:  lmus

Password:     plus

Vietnam

Name: Vinaphone

APN: m3-world

Username: mms

Password: mms

 

 

 

iPhone/iPad: Go to Settings > General > Reset then Reset Network Settings.

 

Other devices: Simply remove the new APN profile that you created. 

If you purchased a top up from us along with your SIM, we will either top up your card directly OR send you a top up voucher that you must redeem. The detailed instructions for redeeming your voucher are always included in the instruction letter you received with your order.

Some top up vouchers have a scratch tab that you need to scratch off to reveal a code.

If you didn’t purchase a top up from us prior to your departure, you can always order one when you’re already at your destination! Just go to:

US customers: www.holidayphone.com/addons

AU customers: www.holidayphone.com.au/addons

UK customers: www.holidayphone.co.uk/addons

Simply enter your order number and the email address you used when you placed your order, choose the top ups you want to add and then proceed with payment. We'll either top up on your behalf, or email you the top up information. 

Most of our data SIMs come with an allocated amount of data and can’t be topped up.

Countries where you cannot top up a data SIM include Canada, Japan, Spain, US, Denmark, Hong Kong, Ireland, Italy, Austria and Sweden.

We recommend instead that you purchase multiple data SIMs for these destinations, if you think you will need more than the data amount provided.

For other countries, contact us at support@holidayphone.com and we’ll do our best to help.

You can purchase more call forwarding by going to:

US customers: www.holidayphone.com/addons

AU customers: www.holidayphone.com.au/addons

UK customers: www.holidayphone.co.uk/addons

Simply enter your order number and the email address you used when you placed your order, add call forwarding and then proceed with payment. 

With the HolidayPhone call forwarding system, we provide you with a phone number to redirect your calls. This must be purchased in addition to your SIM, as it is not included.

Once you set up the call forwarding, all your calls are redirect to your foreign HolidayPhone mobile number, so wait until right before your trip.

To set up call forwarding:

  • Wait until right before you depart on your trip!
  • With your regular home SIM inserted in your phone, dial *21* followed by the number we provided to you in your instruction letter. If that doesn’t work, try contacting your operator directly and ask them to forward your calls to the new number. 

 

Text messages are NOT forwarded, they will be stored on your regular SIM so you will receive them whenever you insert it into your phone.

If you want someone to text you, ask them to text directly to your new foreign number, or you can take your home SIM with you and insert it periodically to receive your texts. 

No, if you don’t answer the call, no minutes will be deducted from your call forwarding balance.

Insert your regular SIM and call #21# to disable the call forwarding. Alternatively, contact your operator.

You will be charged on your HolidayPhone call forwarding time for incoming calls, and the person calling your usual phone number will pay the usual rate for calls to your number.

You can top up more minutes at www.holidayphone.com/topup

When you run out of minutes, you will simply no longer receive calls dialed to your usual phone number. You don't have to worry about us sending you a bill afterwards!

Make sure you follow the instructions you received with the device very carefully.

  1. To insert the SIM card and battery, open the battery cover on the back of the device. While you’ve got the device open, make a note of the WiFi key that is printed on the label next to the SIM slot. You’ll need the key later to connect to the device. 
  2. Insert the SIM and the battery to get started. 
  3. Start the device by holding the power button located on the top right side. 
  4. Search on your wireless device for the WiFi network starting with MF60_XXXXXXXX and connect. You will now be asked to enter the WiFi key which was found on the back of the device, under the battery. Your device will then connect to the WiFi signal provided by the Mobile WiFi hotspot. Wait a minute or two so for the device to initialize and connect to the network.
  5. Open your internet browser and enter 192.168.0.1 – this will bring you to the configuration page for the device. To login, input the password admin and click Login.
  6. If you need to enter a PIN code for your SIM, you will enter it now. The PIN is usually found on the SIM card itself. Want to disable the PIN lock? Go to Settings > Advanced > PIN Manage in the configuration.
  7. Go to Settings > 3G Settings> APN Setting to set the APN configuration as per your instruction letter, wait a minute and then connect to a new web page to confirm that everything is working. 

 

The WiFi key is the 10 digit code printed on the back of the device under the battery. Ensure you double check the characters of the WiFi key, it can be easy to mix up a 1 and an L or an I, or a 0 and an O, or 5 and S. 

If your SIM is PIN locked, the PIN will be clearly printed on the card. 

Click Settings > 3G Settings> APN Setting and select ADD to add a new APN setup. Enter the APN info we provided to you in your instruction letter, then click Set Default to save and apply it. It will take some time for the connection to be established, so wait a minute then try to connect to a web page. 

Disconnected may appear on the screen of your Mobile WiFi device if the APN hasn’t been set. Ensure that you have the correct APN settings according to your instructions.

Alternatively, you should confirm that a data plan has been activated on the SIM. Some data SIMs do have to be activated once you can connect to the network at your destination, details will be available in your instructions.

If you are sure the APN is set and the data plan is active, try opening a web browser and connecting to any web page. The request for data will cause the device to connect to the network. 

Sure, if you don’t plan on using it again, you can just dispose of the SIM. 

Your call forwarding time is only valid for the duration of your trip. If you plan to return to your destination again within a short time and have some call forwarding minutes left, email us at support@holidayphone.com and we’ll look into your request. 

That depends on how long the SIM is valid. Validity varies from SIM to SIM, so be sure to read carefully on the web page for your destination. Generally, as long as you top up regularly, the SIM will be valid for as long as you need.

Insert your usual SIM and call #21# to disable the call forwarding. Alternatively, contact your operator. 

iPhone/iPad: Go to Settings > General > Reset then Reset Network Settings.

Other devices: Simply remove the new APN profile that you created. 

At HolidayPhone, we want you to be happy with your purchase from us. Our promise to you is that if you receive a non-functioning SIM card, you will get a full refund, guaranteed. Don’t worry, there aren’t a bunch of strings attached either.

Yes! Our guarantee applies to all SIM cards, for all our destinations!

Our first priority is to make sure that you can use your SIM card during your trip. If you experience technical problems, you need to contact our customer support as soon as possible. Help us help you! We’ll work with you to identify and resolve the problem. If, despite our best efforts, your SIM card is still not working, we’ll give you back your money!

We really love to get feedback from our customers, so please let us know why you aren’t happy and we will do our best to make it better. There are some instances when we can’t issue a refund, like if you have a locked phone. If you’re interested, you can check out our Terms and Conditions for more info.

We’re all human, so if we think you might be trying to abuse the money-back guarantee (which isn’t very nice), we will ask you to return the SIM cards to us for full testing before we can offer any refund. This also applies if you want a refund for multiple SIM cards. If you continuously ask for refunds for your orders, we might have to stop offering you the money back guarantee.

 

First step is to contact customer support during your trip, so that we get a chance to help you solve your problem. If you contacted us and we couldn’t help you, then you have 30 days after you get home from your trip to request the refund.

The delay between issuing a refund and getting your money back can vary depending on your payment option and country. We will process your refund within 30 days after it’s approved, but usually it will be completed much earlier. Refunds are applied to the same card or account you used to place your order.

 

When we can’t issue a refund:

In some cases, we cannot issue a refund. For instance, it’s important to make sure that your phone isn’t locked to an operator because our SIM cards will only work in unlocked devices, which we inform about on our website. So, if it turns out that your device is locked and you can’t use the SIM card, we won’t be able to issue a refund.

 

If you have a remaining balance on your card (data or calls) that you have not fully used, we will not issue a refund since the cost for activating your data and call balance has already been incurred.


If you have not received your order, you need to let us know prior to your departure so we have a chance to replace your SIM card. We will do our very best to ensure you receive your SIM card on time, we can even ship it to your destination if needed. Our mission is to keep you connected! If you didn’t receive your order and didn’t let us know prior to your trip, we can’t issue a refund.