FAQs

Q: What is the simpack?

A: The simpack is a T-Mobile USA prepaid mobile sim card. The pack contains your sim card, activation instructions and US$20 call credit.

Q: What is a fonepack?

A: Everything you need to stay mobile in the USA, including a USA mobile phone, USA charger, instruction manual and US$10 credit.

Q: I have a mobile phone, will my phone work with a simpack?

A: Visit our phone-compatibility section to see if your phone will function with a US sim card, or email the make and model of your phone to info@fonepool.com and we will assist you.

Q: How do I know if there is T-Mobile coverage in my destination?

A: T-Mobile USA covers 95% of the population, but no mobile network covers everywhere. Please make sure that your destination is covered by T-Mobile before ordering. Click here to see the T-Mobile USA coverage map.

Q: Can I send and receive international text messages?

A: Yes, you can send and receive international text messages.

Q: Will the sim work in other countries?

A: The sim will work in the USA on the T-Mobile USA pre-paid coverage network, with roaming in Canada and Mexico.

Q: How do I get a pack?

A: Place your order on our website. We will email your order confirmation when your order has been submitted. Your pack will be delivered directly to you.

Q: How do I return the fonepack to claim my return refund?

A: Return the phone, battery and AC adaptor to Fonepool Inc, 447 Bayridge Parkway, Brooklyn, NY 11209. Your return refund will be processed to the credit/debit card used to purchase your pack, within 30 days of receipt of the returned items. Unused call credit is non-refundable.

Q: Do I have to return my phone?

A: No, you can keep your phone for future use.

Q: How do I "top-up" my mobile?

A: You can TopUp your mobile 24/7 by text message, or email, using Fonepool TopUp, if you have registered for Text TopUp. You can buy TopUp cards from over 40,000 retail locations around the USA, including WalMart, Kmart, Target, Walgreens, CVS Pharmacies, Eckerd Pharmacies, RiteAid Pharmacies, DuaneReade Pharmacies, Staples, 7-11, T-Mobile stores and mobile phone stores.

Q: What if my phone is networked locked?

A: Visit our phone-compatibility section to see if your phone will function with a US sim card, or email the make and model of your phone to info@fonepool.com and we will assist you.

Q: What do I do to change back when I get home?

A: Simple, you just put your old sim back in your phone.

Q: What are the call and text message charges?

A: Visit our Call Costs page to see a complete list of associated charges.

Q: How do I check my credit balance?

A: Dial *8646 for free and follow the voice prompts to check your credit balance and credit expiry date.

Q: How do I set up my voicemail?

A: Dial 123 and follow the voice prompts to set up your voicemail. Local call charges apply to access your voicemail box.

Q: How do I send an international text message?

A: Use the USA international prefix ("011" or "+"), followed by the country code you are dialing, then the mobile number you wish to text, dropping the first zero.

Q: Can I get GPRS access?

A: You can access T-Mobile t-zones. If you are using your phone with a simpack, you will need to contact T-Mobile Customer Care by calling 611 for free from your mobile and asking them to send the t-zones settings to your phone, to access news and other limited GPRS services.