General FAQ

1. Where Does BackChat's GlobalSIM Work?
2. What Do Calls Cost?
3. Will It Work With My Phone?
4. What Network Do You Use?
5. Does BackChat's GlobalSIM Support Data?
6. How Long Do The Call Credits Last?
7. What Number Do I Get With My GlobalSIM?

Using BackChat's GlobalSIM

8. What Do I Need To Do Before I Leave?
9. Does BackChat's GlobalSIM Have Voicemail?
10. How Do I Check My Call Credit Balance?
11. How Do I Top Up My GlobalSIM?
12. How Do I Dial Emergency Numbers?

Troubleshooting

13. What Should I Do If I have A Problem?
14. Why Am I Unable to make Calls?
15. Why Doesn't My Phone Callback Work?
16. My handset Displays SIM Locked, enter restriction or subsidy code (or similar). What Does This Mean?
17. My Handset Displays Some Unusual Messages When Making A Call. Is This OK?
18. My Phone Rings When I make A Call! What Do I Do?
19. People Are Unable To Call Me!

Ordering, Shipping & Payments

20. Where Can You Deliver?
21. How Long Will Delivery Take?
22. How Much Will Delivery Cost?
23. Can I Buy A BackChat GlobalSIM In A Store?
24. Is My Personal Information Secure?
25. Is Online Payment Through This Site Secure?
26. Who Will Receive My payment?
27. Refunds/Returns?

1. Where Does BackChat's GlobalSIM Work?

The same BackChat GlobalSIM works in over 145 countries. There is no need to buy a new SIMcard for each country and you have a single international number for your whole trip. Check our coverage and rates to see where you can use BackChat.

2. What Do Calls Cost?

Our call rates are designed to maximize your saving. We focus on calls back to Australia, and offer free incoming calls in many countries. Call costs vary. Check our coverage and rates page for rates.

For people to call your GlobalSIM, they are charged the cost to call a UK mobile number. This is generally a very cheap call, but they need to check with their carrier. We recommend the Lime Blue calling card with rates of just $0.27 per minute, with no flagfall. This can be purchased online by clicking here.

3. Will It Work With My Phone?

Yes, BackChat's GlobalSIM works in 99% of GSM handsets. The only requirement is that your mobile phone handset is unlocked. If you are unsure, please check with us, or your current provider.

iPhone users can download our GlobalSIM app here. This makes using the GlobalSIM even easier on an iPhone.

In the US, Canada and some part of South America you will need a tri-band phone. In Japan and South Korea you will need a particular 3G mobile phone. Please check with your provider if you have any queries bout your current mobile phone.

4. What Network Do You Use?

BackChat's GlobalSIM uses the existing GSM networks in each country, with agreements with over 400 networks globally. The GlobalSIM will automatically detect the strongest signal and select this one.

You may find that as you move around, the network to which BackChat's GlobalSIM uses changes. Regardless of which network you are on in a particular country, the charges will be the same.

BackChat's GlobalSIM will operate on the following networks:

• GSM 850 (USA).
• GSM 900 (Europe, Asia, Africa, Australia, parts of South and Central America)
• GSM 1800 (Europe, Asia, Africa, Australia/Pacific, Brazil)
• GSM 1900 (USA, Canada, South and Central America). Note: you will require a Tri-band mobile phone.

In Japan and Korea you will need a specific 3G handset.

5. Does BackChat's GlobalSIM Support Data?

Yes, most of our GlobalSIMs support data. Please let us know if you want to use this service.

6. How Long Do The Call Credits Last?

Call credits can last indefinitely. The GlobalSIM and credits will only expire if there is no activity on your account for more than 3 months. Simply sending a text or making a quick call (even in Australia) will restart the expiry period for your credits.

7. What Number Do I Get With My GlobalSIM?

Your BackChat GlobalSIM has a UK based number (starting +44…). We use a UK number as it allows us to offer free incoming calls in over 50 countries and it is very cheap for people to call you from Australia (around AU$0.30 per minute). You can use a cheap calling card, like the Lime Blue card (click here), with rates of just $0.27 per minute.

Many customers leave a message on the voicemail of their Australian mobile with their international number if people need them urgently.

Using BackChat's GlobalSIM

8. What Do I Need To Do Before I Leave?

Before you leave you need to:

1. Activate the GlobalSIM online
2. Make a test call to ensure you are comfortable with the operation and to check that your mobile phone is compatible

9. Does BackChat's GlobalSIM Have Voicemail?

Yes. You can listen to your voice mail from your handset. Retrieving voice mail is free.

10. How Do I Check My Call Credit Balance?

Dial 187 from your handset. You will receive a text message with your balance.

You can also check your account balance online in your BackChat's GlobalSIM online back office/SIM Admin area. Once logged in go to "My BackChat". Your live balance will then be shown

11. How Do I Top Up My GlobalSIM?

Redemption Codes: You will find several redemption code vouchers included in your GlobalSIM pack. These have been loaded with a pre-defined value of credit.

Each redemption code starts with 000 to distinguish it from a normal telephone number and can only be used once.

You redeem them by entering the full code into the mobile handset containing your GlobalSIM and pressing Talk/Send.

This sends the code to the GlobalSIM system — which adds the associated credit to your account immediately.

If you require additional redeem codes these can be requested by email. Ordering online at www.backchatmobile.com.au

Online top-up: Go to www.backchatmobile.com.au and then to My BackChat or press the Top Up button. Your top-up will be processed and added automatically.

Send a text to +61410091534 with you name, phone number and value of top-up required. This will take up to 24 hours to be actioned.

Send an email to support@backchatmobile.com.au with your name, phone number and value of top-up required. This will take up to 24 hours to be actioned.

12. How Do I Dial Emergency Numbers?

• Every mobile user should use the GSM standard for emergency services, which is 112. This dials normally on the network (even without a SIM in the handset).
• BackChat can not guarantee access to emergency numbers.

Troubleshooting

For more detailed information please check our User Guide

13. What Should I Do If I Have A Problem?

Almost all problems can be fixed quickly by finding the answer in our instructions or by contacting us. Please contact us if you have any queries at all about your GlobalSIM.

We strongly encourage you to make a test call before you leave to ensure your phone is set up correctly.

14. Why Am I Unable To Make Calls?

• Check you have call credit on your account by dialling 187 or by checking online.
• Are you dialling correctly? Make sure you ALWAYS dial the full international format i.e. to call us in Australia, dial +61280145070.
• Do not use any leading 0's in the area code or mobile phone number.
• Even if you are in Australia or the UK you need to dial the country code.
• DO NOT substitute the + symbol with 00 or 0011 or any other code.
• You may need to use the ‘alternative dial method' as shown in your instructions. Try dialling *125*1*country code and number#. Don't forget the # at the end.
• There may be a local network issue. Try manually selecting a different network from your handset menu.

15. Why Doesn't My Phone Callback Work?

The GlobalSIM is designed to work automatically with a particular function of the handset software standard called the Sim Toolkit (STK). Unfortunately, not all handset manufacturers conform to this standard in all their phones or even across different firmware versions in the same models of handset.

This is not a problem as GlobalSIM has a number of alternative methods to complete a call.

You simply dial *125*1*{international number} #. Don't forget the #.

E.g.: *125*1*+6129123 4567#. This will get around your handset's software issues.

Save your commonly used numbers in this format for future use.

16. My Handset Displays SIM Locked, Enter Restriction or Subsidy Code (or similar). What Does This Mean?

Your handset is locked to your current network. Please contact them for the unlock code, or use another unlocked handset.

Unfortunately this is not something that BackChat can assist with, as we do not have access to your network's unlocking codes.

17. My Handset Displays Some Unusual Messages When Making A Call. Is this OK?

Yes, this is normal. Ignore these messages. Shortly afterwards, your phone will ring back and connect your call.

18. My Phone Rings When I Make A Call! What Do I Do?

This is the BackChat's GlobalSIM system calling you back to connect your call. ANSWER THE CALL and you will be connected to the number you are calling.

19. People Are Unable To Call Me!

Are they dialling correctly? From Australia, the caller needs to dial 0011 44xxx xxxxxx.
If they are calling you from outside of the UK, they need to dial +447xxx xxxxxx

Ordering, Shipping and Payments

20. Where Can You Deliver?

We deliver to Australian and New Zealand addresses. For other countries, please check with us before ordering

21. How Long Will Delivery Take?

Standard mail - Orders are dispatched within 2 working days. This is Free
Express Post – orders are dispatched within 1 working day, for next day delivery
Courier – Same day dispatch for delivery the next working day

22. How Much Will Delivery Cost?

Standard mail - Free
Express Post - $10
Courier - $15

23. Can I Buy A BackChat GlobalSIM In A Store?

BackChat GlobalSIMs are available from a large number of outlets around Australia. Please contact us for your closest outlet.

24. Is My Personal Information Secure?

We take your privacy very seriously. We do not pass on your details to any other party or organization.

25. Is Online Payment Through This Site Secure?

Yes. We use the Commonwealth Bank's secure payment gateway to process all our online purchases.

26. Who Will Receive My Payment?

You card payments will appear on your bank records as BackChat Mobile

27. Refunds/Returns?

BackChat offers a 100% refund in the unlikely event that the GloabSIM is faulty.

We will refund in full (excluding postage) the cost of your BackChat's GlobalSIM and call credit if you decide within 7 days of ordering that you no longer require the GlobalSIM. A refund will only be given if the SIM and credits have not been used, and the GlobalSIM is returned to us intact and in an undamaged and unused condition.

If you have any problems with your BackChat's GlobalSIM please contact us and we will assist you. Most problems can be fixed through a quick call or email.

No refunds will be given unless you have contacted us beforehand.