FAQ

Frequently asked questions

Want to find out more about how HeidiTel works? See our frequently asked questions to learn more. If your question is not here or if you have a specific request, please feel free to contact us.

 

General questions

Can I use HeidiTel in Japan & South Korea?

Yes, HeidiTel works in Japan. However, to use HeidiTel in Japan requires a 3GSM (or 3G) mobile phone that supports WCDMA 2100.

This is still a GSM phone, however it is using 3rd generation technology which is deployed in Japan. There are 2 different 3G standards presently in use. To ensure that you have the correct phone for roaming in Japan, it is advisable that you check with either your current network operator, or preferably refer to their mobile’s handbook to determine whether or not it is WCDMA 2100 compatible.

I get an error message when I make a call

This is a normal feature of a HeidiTel sim card. HeidiTel uses call-back technology to ensure you get the lowest rates. When you dial your number, instead of getting directly through to the person you are calling, there will be a brief ‘call back’ between dialling the number and being connected. During the brief period, your phone will display a “Please Wait” message. Different phones will display varied messages. Some may even say “call failed”, “call rejected”, or “sending a request”.

I do not receive a call back when I make a call

If you do not receive a call back, this may mean that your handset is not compatible for using the normal dialling method. However, you can still use it to make cheap calls using HeidiTel. Instead of dialling your number as normal, you simply have to save or enter the number prefixed with *125*1*countrycode&number #. Receiving calls anywhere in the world and sending text messages remains exactly the same.

How much does it cost to call a HeidiTel number?

Your HeidiTel number is a Estisch mobile number. Mobile networks may levy different charges. Please check with your service provider about their charges.

How do I check my credit balance and view my call history?

You can always check the credit balance on your phone by dialling 099. To view your call history, simplylog onto your account at www.HeidiTel.com from anywhere in the world. Your call history is real-time hence no need to wait hours or days to view your call details and costs.

How do I top up my HeidiTel?

Click here to see how to top up your HeidiTel from anywhere in the world at any time.

How long does my HeidiTel last?

Any unused credit will not expire as long as your sim is active. This includes any free starter credit that comes with your HeidiTel. The actual HeidiTel sim card will be active as long as you want it to.

How do I quickly transfer all my phone numbers from my existing mobile phone to the mobile I bought with HeidiTel?

Use a SIM Bank to transfer your contacts from your current sim to a HeidiTel at the touch of a button.

How do I use the cheap call forwarding facility to call anywhere in the world without incurring any HeidiTel charges?

To use HeidiTel’s cheap call forwarding facility to call abroad, you need to forward your HeidiTel number to the number abroad that you wish to call. Then simply call your HeidiTel number and you will be put through to the number abroad that you wish to call. Costs for calling your own HeidiTel number will be dependant on how you are dialing. Your HeidiTel number is a Estisch mobile number. Mobile networks may levy different charges. Please check with your service provider about their charges.

How do I get free roaming in Canada?

When in Canada to receive your calls for FREE you need to do the following. If you are on ‘Global Profile’ – make sure you connect to the ‘Bell Mobility’ network. You will need to have a 3G handset for this. If you don’t have a 3G phone, change your profile to ‘USA Profile’ – Then make sure you manually select the ‘Rogers’ network. This will also allow you to receive calls for FREE.

Please kindly note calls will only be FREE if received on the Estisch number.

How do I receive FREE calls in the USA?

When you arrive in the USA, power up your phone and a menu should pop up on the screen. Kindly select ‘USA profile’ – On some handsets, you may need to restart your phone for the profile to become active. If you remain on the ‘Global Profile’, which is the default sim profile, you will still be able to receive and make calls, but this will not be free. Calls will be charged according to Zone 5 pricing. To receive calls FREE and make calls at Zone 1 pricing please make sure you are roaming on the USA profile.

Please kindly note calls will only be FREE if received on the Estisch number.

Roaming in the UK

In order to roam in the UK you will need to select the Prime profile setting. If your handset is on automatic network selection you will be automatically be connected to one of the preferred networks. If your handset is on manual network selection you will need to connect to either the T-Mobile or Orange network.

How do I make a call?

Heiditel works just like a normal SIM card with one small difference when making a call. Heiditel uses call-back technology to ensure you get the lowest rates. With Heiditel, you dial your number as normal always using the full country code. However, instead of getting directly through to the person you are calling, there will be a brief ‘call back’ between dialling the number and being connected. A few seconds after making your call, your mobile phone will ring. Answer the call, and your call will be connected. to the party you are calling.

  1. Dial the number including the full international dialling code ie. +447624139363
  2. You will see a “Please Wait” message. The phone will then disconnect. Please note that different phones will display varied messages. Some may even say “call failed”, “call rejected”, or “sending a request”. These are all a normal feature.
  3. Please wait. Within a few seconds you will receive a ‘callback’ and your phone will ring.
  4. Answer the call and you will hear a message saying your call is being connected.
  5. You will be connected to the person you are calling

How do I receive a call?

Receiving a call on HeidiTel is the same as receiving a call on a normal SIM.

Blackberry Data Settings and Internet Browsing

How to configure APN Data settings

  1. In Home Screen click Options.
  2. Click Device.
  3. Click Advanced System Settings.
  4. Click TCP IP.
  5. Select APN Settings Enabled and APN Authentication Enabled.
  6. Type in the APN: ‘mobiledata’
  7. Leave the username and password blank.
  8. Press the Menu key and select Save.

blackberryadvanceoption_61 blackberrytcpip_62 blackberrytcpipmenukey_63

Internet Browsing
To enable web browsing please install and use any external web browser using your ‘Blackberry App World’ icon.

BBM Services
The BBM service is normally supported by your standard network operator and therefore it will not work when using our service.

Samsung Android Handsets – Data settings

  1. Select ‘Applications’
  2. Select ‘Settings’
  3. Select ‘Wireless and Network’
  4. Select ‘Mobile Networks’
  5. Ensure that ‘Use packet data’ is ticked for your profile, and when Roaming ‘Data Roaming’ is ticked
  6. Select ‘Access Point Name’
  7. Select ‘Heiditel’ – if this isn’t available then click on menu and select ‘Add/Create/+ New APN)
  8. Set Name as ‘Heiditel’ and APN as ‘mobiledata’
  9. Leave all other fields blank
  10. Save the settings and restart the phone

Samsung Android Handset, Global Profile setting

When intending to use a Samsung Android handset, in order for the Call Back function to work on the Global Profile, please avoid dialling #988 prefix to retrieve the Location Menu.
If the SIM LOCATION does not appear on start-up please use the instruction below to retrieve the Location Menu:

  1. Select ‘Applications’
  2. Select ‘Sim Services’
  3. Select ‘Select Location’ – in this case Global
  4. Choose’ Global’ location and a message will appear ‘refreshing sim data’
  5. Wait for operator signals
  6. Start dialling always using ‘+’ or ’00’ before the number.
  7. Message will appear ‘Not allowed by sim’ and call will be ended
  8. A small message will appear ‘contacting server’ and then another message ‘Request sent’
  9. Within 10 seconds an incoming call will be received, answer the call to be connected to your number

How do I use Heiditel without changing my existing mobile number?

Give friends, family, and colleagues your new number to use whilst you are abroad, and/or Leave a voicemail on your existing phone number giving callers your HeidiTel SIM number to contact you on, and/or Simply forward your calls from your existing mobile to your Heiditel number (please note that call diversion does normally attract a small service charge from your existing service provider. You should check this with them. However it should still work out cheaper than receiving a call on your normal mobile number while abroad).

What is roaming?

When you take your mobile phone abroad, your phone “roams” onto overseas mobile networks. This enables you to continue using your mobile almost as you would in your country, but with your existing operator there can be significant extra costs for calls, voicemail and all your customer services. When you move between countries, Heiditel will move seamlessly with you, picking up a new network as soon as you arrive in a new destination, enabling you to make cheap calls the moment you step off the plane.

Phone

Can I use HeidiTel in any phone?

HeidiTel is compatible with the majority of phones bought in the last four years, however your phone has to be unlocked to use HeidiTel.

Will HeidiTel work with my phone?

HeidiTel is compatible with most mobile phones and will work if they are unlocked. To see which handsets are compatible, click here.

Is my mobile phone unlocked?

To find out whether your phone is unlocked, insert a SIM card from a different network into your phone. If it operates normally, it is unlocked. If not, you can ask your operator for an ‘unlock code’ which it is obliged to give you, though conditions and charges may apply. Alternatively you can unlock it yourself by taking your phone to an independent phone shop or by trying one of the independant unlocking websites.

Purchasing

How much does a HeidiTel SIM card cost?

A HeidiTel costs € 25.00

How much are the delivery charges for a HeidiTel SIM card?

Please see here for our delivery charges.

Features

Does HeidiTel have a voicemail service?

HeidiTel comes with a full voicemail service. To activate your Voicemail dial 122, to deactivate dial 123 and to retrieve Voicemail simply dial 121.

Can I use conference calling with HeidiTel?

Yes you can. You can initiate a conference call using either a web-browser or a mobile phone equipped with text messaging (SMS).

What are other quick access codes I can use with HeidiTel?

  1. Log on to your HeidiTel online management account
  2. Click on XXXX
  3. Enter the phone number for everyone you wish to conference in, or do so by selecting contacts from your personal phone directory. Highlight those individuals you wish to call / conference call. Then click the “dial” icon.

Setting up a conference call through your phone

  1. To add a party to call, simply dial # * 3.
  2. You will hear a voice prompt.
  3. Dial the number you want with “#” at the end. Within moments, that person will be added to your conference call.
  4. Repeat this sequence to add additional parties to the conference.

or Log on to your HeidiTel online management account.

What are other quick access codes I can use with HeidiTel?

  1. 102 +(Number) – Forwarding ON
  2. 103 Forwarding Off
  3. 121 Voicemail Retrieval
  4. 122 Voicemail ON
  5. 123 Voicemail Off
  6. 125 Check status of features
  7. 154 Customer Service
  8. 187 Account Balance

Troubleshooting

How do I change ‘Profiles’?

USA Profile – USA profile should be selected when roaming in the USA.

Prime Profile – Should be selected when roaming in Italy.

Global Profile – Should be selected in all other countries of the world.

Please note the default profile is the ‘Global Profile’. On some handsets, after changing profiles, you may need to restart your phone for the profile to become active.

It the menu doesn’t appear upon powering up your handset, within your phone menu, look for a sub menu called ‘SIM MENU’. On some handsets this may have another name. Once selected, choose the sub menu, ‘Roaming Profiles’. Then the three profiles as describes above should appear and select accordingly.

Cannot receive calls?

  1. Check to make sure your SIM card is properly installed
  2. Make sure you are getting a signal.
  3. If there is no coverage (network not available) yet you know mobile services exists in the area, it is possible that HeidiTel does not have roaming agreements in that country. Please check our website for our full coverage list
  4. Make sure you have credit in your account. Please note a positive credit balance is always required in your account at all times to keep your sim active even to receive inbound calls in free roaming countries.

Call quality issues?

In the unusual event that the quality of your call is poor, ensure you have a proper signal. If you have good signal the line may be at fault, please hang-up and redial. If that does not resolve the problem please try changing mobile networks. Refer to your handset manual for instructions to do this.

How do I find the SIM Menu?

The SIM Menu is an application which is available on the SIM. This is located in various places for different handsets, but is usually found in the Settings menu. To find the SIM Menu in specific handsets please see below:

iPhone

  1. Tap Settings
  2. Tap Phone
  3. Tap SIM Applications
  4. Select Location

Cannot make calls?

  1. Check to make sure your SIM card is properly installed.
  2. Make sure you are getting a signal.
  3. If there is no coverage (network not available) yet you know mobile services exists in the area It’s possible that HeidiTel does not have roaming agreements in that country.
  4. Make sure you have credit in your account allowing you to make calls or receive calls Credit is required in your account to receive inbound calls for non free roaming countries.