After-purchase FAQs

Having problems? Need to troubleshoot your new Roam Mobility phone or network service? You’ll find a hot-list of our top 10 most frequently asked support questions in this page.

Need help installing your SIM card, send or receive calls and SMS (text messages), set up profiles and access voicemail? Click here for step-by-step guidance on how to set up, use and manage your Roam Mobility phone and service.

You can also download our User Guide and QuickStart Guide for reference.
Download Roam Mobility QuickStart Guide »
Download Roam Mobility User Guide »

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TOP 10 QUESTIONS

I don’t know how to enable my US number.

To enable your US number, simply dial *160# from your Roam Mobility handset. If you have already done this please try again to ensure it is active. If you are in the USA, you must have your Roam Mobility profile set to the “USA Service” Profile.

I don’t know how to enable service when using my phone in the U.S.

To use your Roam Mobility service in the U.S., find the “SIM Services”* menu on your handset and select ”USA Service” from the menu. Remember that there is an incoming call charge when people call you on your U.S. number but calls to your Global number are free, so make sure you have credit on your account. To check the credit available in your account, dial *187# or log in to your Roam Mobility account online.

I don’t know how to enable service when using my phone in Italy.

To use your Roam Mobility service in Italy, you must have your Roam Mobility profile set to the “PRIME” Profile and be on the TIM network. To set the correct profile, find the “SIM Services*” menu on your handset and select ”PRIME” from the menu.

NOTE: The location of the “SIM Services” menu will vary depending on your handset. For help in locating the “SIM Services” menu on your handset, please contact us by filling out a form here.

My calls are not going through (in the U.S., Italy or worldwide).

The most common reasons for calls not going through are:

You have dialled the number incorrectly. If you are receiving a “No Rate Found” message after you dial, you are entering the number incorrectly. Most often, you will have omitted to enter the country code in front of the number you wish to call.
You do not have enough credit in your account to place the call. Check your credit balance by dialling *187# from your Roam Mobility phone, or by logging in to your Roam Mobility account online.

Once you have ensured that you are dialling the number correctly and that you have enough credit in your account to pay for the call, please review the following checklist.

CHECKLIST

Have you set the correct Profile for the region you are in? Remember, your handset needs to be on the “Global Roaming” profile unless you are in the USA (use the “USA Service” profile) or Italy (use the “Prime” profile.
Are you using the correct dialling format? Dial (+) (country code) (area code) (phone number) (#). Remember that you always need to dial the country code, even when you are dialing from within that country.
Have you tried switching to another GSM network? Your current GSM network connection might not be the strongest available. Select the menu option in your handset that allows you to manually select a different GSM network and select an alternative network. Most handsets allow you to select a different network from the Settings menu. The new GSM network may offer you stronger reception.
Are you in a country where Roam Mobility has coverage? You can check that the country you are dialing from is covered by the Roam Mobility network by going to our rates and coverage page.
Is your Roam Mobility account active? Check that your account has been activated by logging on to your Roam Mobility account.
Have you paid your annual GSM network fee? After your first year of service on the Roam Mobility network, customers must pay a $25.00 USD annual GSM network fee to keep their account active. To check whether your annual fee has been paid, log in to your Roam Mobility account.

My SMS (text message) is not going through.

The most common reasons for SMS (text messages) not going through are:

There are not enough credits in your account to pay for the SMS. Check your credit balance by dialling *187# from your Roam Mobility phone, or by logging in to your Roam Mobility account online.
You have dialed the number you want to send the SMS to incorrectly. Always use this format when sending an SMS: (+) (Country Code) (Area Code) (Phone Number).
NOTE: To obtain the + symbol, simply hold the 0 button down until a + symbol appears.

Once you have ensured that you are sending the SMS correctly and that you have enough credit in your account to pay for the SMS, please review the following checklist.

CHECKLIST

Have you set the correct Profile for the region you are in? Remember, your handset needs to be on the “Global Roaming” profile unless you are in the USA (use the “USA Service” profile) or Italy (use the “Prime” profile.
Are you using the correct SMS sending format? Always use this format when sending an SMS: (+) (Country Code) (Area Code) (Phone Number).
NOTE: To obtain the + symbol, simply hold the 0 button down until a + symbol appears.
Have you tried switching to another GSM network? Your current GSM network connection might not be the strongest available. Select the menu option in your handset that allows you to manually select a different GSM network and select an alternative network to the one you are currently connected to. The new GSM network may offer you stronger reception.
Are you in a country where Roam Mobility has coverage? You can check that the country you are dialing from is covered by the Roam Mobility network here.
Is your Roam Mobility account active? Check that your account has been activated by logging on to your Roam Mobility account.
Have you paid your annual GSM network fee? After your first year of service on the Roam Mobility network, customers must pay a $25.00 USD annual GSM network fee to keep their account active. To check whether your annual fee has been paid, log in to your Roam Mobility account.

DISCLAIMER:
While you can send and receive SMS text messages with Roam Mobility, we, or any other carrier, cannot be held responsible, or guarantee that you will always be able to send and receive SMS messages in all circumstances and in all countries. SMS text messages are free to receive and are vary in price with each country to send. Please check out our rate calculator to determine the cost to send an SMS from the country you will be visiting.

My phone isn’t responding to the SIM card.

First, check if the SIM card is inserted correctly. If it is inserted correctly, you will need to change networks. Refer to your owner’s manual to learn how to change networks on your phone. If you are using a Roam Mobility certified phone, please click here to consult the user guide.

My call does not go through, and then I get a callback moments later.

Your phone is functioning normally. On the Roam Mobility network, you need to make the call, and wait for the callback. Answer the callback and you will be connected with the person you called originally. Make sure you are using + before and # after each number you are dialling when using the (country code) (area code) (phone number) format.

My quick access codes are not working.

Make sure to put a * before the code and a # after each code. Refer to the user guide for more information on quick access codes.

I have lost my Roam Mobility phone.

Contact Roam Mobility right away to suspend your account until you find or replace your phone. You can also order a new SIM card or Roam Mobility package by calling 888.ROAM.4.US, and Roam Mobility will provide you with express replacement options while you are traveling.

Haven’t found the answers you’re looking for? Browse our General FAQs below for step-by-step guidance on how to set up, use and manage your Roam Mobility phone and service.

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