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Europe & UK 40GB, 80GB & 140GB 28 day Troubleshooting Guide

Supriti Updated by Supriti

SIM cards are technical products, as is your phone - sometimes things don't work out the way they're supposed to! 🤷🏽‍♀️

But no need to stress! Here are common issues that can pop up and how you can quickly resolve them:

First thing's first...

  1. Make sure that you're in one of the 45 countries where the SIM works in! 🌎
  2. Make sure you have Data Roaming turned on and you've restarted your phone.

1. My phone is asking for a PIN...

You must keep the SIM packaging with you. This SIM PIN is needed anytime you insert the SIM, restart or turn your phone on. Keep this safe or simply take a photo of it.

We don't have a record of this so it's important that you have this number!

Find the PIN on your SIM and enter it into your phone! It's that simple - as long as you have the PIN with you 😊

1. My data isn't working...

  1. Check that you have Data Roaming & Mobile Data turned on in your Settings.
  2. Make sure that you have changed your APN settings to match the following:
    For iOS devices
    APN: telefonica.es
    User name: telefonica
    Password: telefonica

    For Android devices
    Name: Movistar ES
    APN: telefonica.es
    User name: telefonica
    Password: telefonica
    Authentication type: PAP
  3. Restart your phone
  4. If it's still not working, try the SIM on another phone to see if it'll work there.

2. I'm having issues making phone calls or text messages...

This SIM comes with calls but no texts.

When you are in Europe including the UK, you will have unlimited minutes for local calls to standard landlines and mobiles within all the countries listed. So if you are in Spain you can call Spanish phone numbers. If you are in Italy you can call Italian phone numbers etc.

You can still receive phone calls or text messages through your Spanish phone number though.

We'd highly recommend using data applications like FaceTime, Whatsapp, Facebook Messenger, Zoom or Google Meet to make calls and texts to Australia or USA. This will work using the data allowance that you have purchased.

3. "No Service"

I've just put my SIM in my phone and it says No Service....

If you've inserted the SIM into your phone and you didn't get a 'Welcome' text message or it says 'No Service', it's possible that it hasn't been activated yet. Our system automatically activates these SIMs at 2pm Sydney time on the nominated date - simply message us to let us know that you need an earlier activation and we can help you out :)

You can also try to manually select a network through your settings.

Apple

Settings > Mobile > Network Selection > Disable Automatic > Wait for networks to pop up and select one

Android

Settings > Connections > Mobile Networks > Network Operators > Search networks manually > Wait for networks to pop up and select one

If it doesn't connect, you might need to click on one a couple of times and then restart your phone.

Note: May differ depending on your device - If these instructions don't match, explore your settings until your find Network Selection or Network Operators

Which one do I choose?

Try any of them, and if it doesn't work, try another one!

It's still not working...

Try the SIM in another phone if you can, and see if it'll activate.

My SIM was working great but suddenly it says No Service...

Sometimes the SIM can stop working. When this happens:

  1. Turn on Airplane Mode for 1 minute
  2. Turn off Airplane Mode - this should reboot the connection!

4. "No SIM"

  1. Take the SIM out and put it back into your phone and restart
  2. Try the SIM in another phone
  3. If it's saying No SIM in 2 different phones, then contact us!

5. I keep getting messages telling me to top-up

If your data is working, just ignore the messages telling you to top up!

Also, make sure you check your balance by creating an online account through www.movistar.es

6. I'm overseas and I've run out of data, how do I top-up?

Unfortunately, this SIM cannot be recharged or topped up.

If you need more data or a longer duration, you will need to purchase multiple SIM cards and swap them out as you go.

If you are already overseas and you need to access more data, we recommend you grab a SIM locally 😊

I've tried everything and it's still not working

Still need help? 🙋🏽‍♀️

These instructions and guides are based on our most frequently asked questions. If your question isn't answered, just contact us and we'll be happy to have a chat.

Our mission is for you to have smooth sailing on your travels and not be fussing around with your SIM card!

In order to get your SIM working as quickly as possible, we're going to need you to work with us. 🤝

Please answer the following questions when contacting us:

  • Which SIM have you bought?
  • Where are you located?
  • When did you activate and what happened when you activated?
  • What troubleshooting steps have you tried?
  • Please send through a screenshot of your Mobile Network settings and your APN settings with the WiFi turned off and your mobile data turned on so we can see what's going on.
  • Any other details that might help us help you!

You can contact us a hello@simsdirect.com.au 📩

Money Back Guarantee

These SIMs aren't perfect and neither are we!

There is always the possibility of manufacturing issues or network problems that can’t be resolved. 😔

This is why we have a Money Back Guarantee available for all of our customers to protect against faulty SIMs and poor experiences.

It is extremely important to us that our customers are looked after, and we are here to support you as much as possible. We wouldn't be able to do this without you!

In order to claim your Money Back Guarantee, you'll need to contact us and we'll try to troubleshoot the issue with you. If we can't get it sorted, we'd be more than happy to give you a refund.

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Europe & UK 40GB, 80GB & 140GB 28 day SIM Guide

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