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Frequently Asked Questions

Brightroam is comitted to providing outstanding customer service. If this page doesn't answer your questions, please phone us at 1-888-505-4949.

Questions you may have before placing your order.

  1. What is your return policy?
  2. Can I cancel at at any time?
  3. Is it true that there are no contracts and no commitments?
  4. What is your shipping policy?
  5. What is your refund policy?
  6. How do your warranties work?
  7. Can I keep my cell phone number and what is Brightroam Connect?
  8. Are there any additional fees?

Wireless data questions.

  1. Why do I need a data plan?
  2. How do I know whether my cell phone supports wireless data services?
  3. How am I charged for wireless data use?
  4. How can I estimate how much data I will use?
  5. In what countries do you offer data plans?
  6. What is an APN?
  7. How can I configure data on my iPhone or iPad when using Brightroam SIM cards?
  8. How can I configure data on my Android phone when using Brightroam SIM cards?
  9. How can I configure data on my Blackberry when using Brightroam SIM cards?

Billing and account management questions.

  1. How do I change/update my credit card information, address or email?
  2. How do I extend my service length?
  3. How do I contact Brightroam's billing department?
  4. When will I receive my account statement?
  5. When is my credit card charged?
  6. How do I report a lost or stolen phone?
  7. How can I avoid roaming charges while visiting border towns/cities etc?
  8. How can I prevent voicemail airtime charges from callers dialing my Brightroam number when I'm not using my cell phone?
  9. How can I find out how much voice, text and data I have used?

How to set up your phone, dial, text and use voicemail.

  1. How do I use my Brightroam SIM card?
  2. Can I use a Brightroam SIM card in my cell phone?
  3. Can I use any SIM card in my unlocked GSM cell phone from Brightroam?
  4. How long does my SIM card last?
  5. What happens when I've returned from my trip?
  6. How do I make a call with my international cell phone?
  7. How do my contacts dial my cell phone number?
  8. How do I dial back to North America?
  9. How do I dial another country? Where can I find international country codes?
  10. How do I send a text?
  11. How do I enable or disable voicemail?
  12. Can I divert calls so that they are not sent to my voicemail?

User guides.

You can download any of our user guides, simply by clicking on the appropriate link.

Brightroam

Cell Phones:

Blackberry questions.

  1. How do I configure my Blackberry to work with a Brightroam World SIM Card?
  2. How can I configure data on my Blackberry when using Brightroam SIM cards?
  3. What is Blackbery Enterprise Service(BES)?
  4. What is Blackbery Internet Service(BIS)?

Learn more about International SIM cards, cell phones and data plans.

  1. How do pay as you go SIM cards compare to prepaid cards?
  2. What is an International Cell Phone Bundle?
  3. How does purchasing an International travel phone compare to renting?
  4. What is GSM?
  5. What is CDMA?
  6. What is an unlocked cell phone?
  7. What is a SIM card?
  8. What kind of call quality should I expect?
  9. Will my cell phone work on a cruise ship?
  10. Can I use SMS with an unlocked GSM cell phone from Brightroam?

Other common questions.

  1. What are your terms and conditions?
  2. What is your privacy policy?





Answers.

 

What is your return policy?

Order Cancellation

Any SIM card or handset order may be cancelled before 3 pm EST on the same day that it was placed. Cancellations are accepted only on orders that have not shipped. If the order has shipped, then the order cannot be cancelled; the customer must apply for a refund.

Service Cancellation

The customer may discontinue their service at any time at no charge. The SIM card should be destroyed by the customer.

Refunds

Customers may return a SIM card or handset for a full refund OR replacement product if:

  • The service or handset is unused and as originally packaged;
  • The refund application is made within 7 days of the original order;
  • The customer is responsible for return shipping costs;
  • A $15 restocking fee is charged if a replacement product is not ordered;
  • Note: we do not refund any shipping charges incurred with any order.

Warranty

  • SIM Cards are tested prior to being shipped. We will make every reasonable effort to resolve usage problems, up to and including a replacement SIM card at no charge.
  • New Handsets: defective handsets will be replaced free of charge up to 12 months from the date of order.

Please note: We will only ship replacement SIMs and handsets free of charge within North America. All other locations are at our discretion and may be charged to the customer. The warranty does not cover misuse, unauthorized repairs, damage from water or wear and tear from normal use.

Can I cancel at any time?

Service cancellation

Yes, although with our pay per use SIM cards, you pay for only what you use. So, not using your SIM card is the same as canceling. PrePaid SIMs are non refundable. So are monthly data plans. Of course, you will be invoiced for the voice, text and data you use before canceling your service. Please note, if you cancel we will assign the foriegn number associated with your SIM to someone else. So if you want to keep your number, renew your SIM.

Order Cancellation

Any SIM card or handset order may be cancelled before 3 pm EST on the same day that it was placed. Cancellations are accepted only on orders that have not shipped. If the order has shipped, then the order cannot be cancelled; the customer must apply for a refund.

Is it true there are no contracts and no commitments?

Yes. There are no contracts with any Brightroam SIM. With our pay per use SIM cards, you pay only for what you use.

What is your shipping policy?

All shipments are sent via UPS from Brightroam's distribution center in Toronto, Canada. There are three methods of shipping we use via UPS; Standard shipping, which takes 5-7 business days, 2 business day shipping, and next business day shipping. Orders can not be shipped to a General Delivery Address or Post Office Box or to any address outside of Canada or the United States.

You may ship your order to an address other than your own, however this may cause a slight delay in your order as the order will go through a verification process. Your order will be processed on the same business day before 3PM Eastern Standard Time. Any orders placed after 3PM (EST), during weekends or on a Holiday will be processed on the following business day.  Standard Shipping times will vary based on your requested shipping location and will be delivered by the end of the scheduled arrival date. A UPS tracking number will be provided to you once the order has shipped.

We will ship all items on an order at the same time. In the event that there is an item that is on back order, the entire order will be held until such time that the back order item is available. In the rare event that the item you order is not available, you will be contacted by e-mail or phone and Brightroam will cancel the order on your behalf.

If you have any questions regarding your order, please contact us by email at customerservice@brightroam.com or by telephone at 1-888-622-3393. 

What is your refund policy?

Customers may return a SIM card or handset for a full refund OR replacement product if:

  • The service or handset is unused and as originally packaged;
  • The refund application is made within 7 days of the original order;

Note: The customer is responsible for return shipping costs and a $15 restocking fee will apply if a replacement product is not ordered. We do not refund any shipping charges incurred with any order. 

How do your warranties work?

SIM Cards are tested prior to being shipped. We will make every reasonable effort to resolved usage problems, up to and including a replacement SIM card at no charge.

New Handsets: defective handsets will be replaced free of charge up to 12 months from the date of order.

Note: We will only ship replacement SIMs and handsets free of charge within North America. All other locations are at our discretion and may be charged to the customer. The warranty does not cover misuse, unauthorized repairs, damage from water or wear and tear from normal use.

How can I keep my Brightroam number and what is Brightroam Connect?

Yes! Brightroam Connect gives you a toll free number that will accept calls from anywhere in the US or Canada. That number is mapped to the overseas cell phone number of your Brightroam World or local SIM card.

You can then forward your North American cell phone to the Brightroam Connect number without incurring international long distance charges from your cell phone company. You can also choose to have people call your Brightroam Connect cell phone number, instead of the overseas cell phone number, if you prefer.

You can select the Brightroam Connect option when configuring your rate plan. With Brightroam Connect you pay just $0.69 per minute for incoming calls, in addition to the regular incoming rate (if any). Please note, calls to the Brightroam Connect number answered by voicemail will be charged as incoming calls.

Note: the monthly fee of $2 is payable in advance and no refund is available if the card should be cancelled or terminate before the end of any month. The $2 Charge is a monthly charge for the length of your Sim, so please call to cancel if you want to cancel otherwise the $2 charge will apply.

NEW: Brightroam Connect with our USA Card

When you purchase Brightroam Connect with our USA Card, we actually assign the local Canadian number directly to your Brightroam USA SIM card. This means that you can be reached by your family, friends and associates as a direct local call AND with no additional surcharge. You can also forward any other local number to this number.

How to use Brightroam Connect

Simply forward your North American cell phone number (and/or home and office number) to the Brightroam Connect access number and your regular incoming calls will automatically ring on your Brightroam SIM card.

For instructions on how to forward your North American number(s), please contact your carrier.
Please note that your carrier may bill you for calls forwarded depending upon your rate plan.

 

Are there any additional fees?

Yes, firstly, the customer is responsible for insuring that the credit card listed on their account is valid. If we are unable to process the customer's credit card for the invoivce amount, we reserve the right to levy a $15 fee. 

Secondly, Brightroam reserves the right to levy a $25 fee for any and all invalid chargebacks submitted by the customer. 

To the top 

Wireless data answers.


Why do I need a data plan?

There are two ways you can use data when you travel. Like you do back home and for emergency use. Data can add up quickly. If you want to watch videos, or even frequently check your email, we strongly recommend adding an International Data Plan to your SIM card. Even if you only want to check your email when you can't access Wifi and use Google Maps to make sure you don't get lost, we still recommend an International Data Plan because it gives you the peace of mind you recieve from knowing in advance what you'll pay.

How do I know whether my cell phone supports wireless data services?

To access wireless data services, you need a cell phone that supports GPRS or 3G (EDGE, UMTS, HSDPA), and a cell phone with a browser. Some cell phones auto configure data settings for you, others need minimal setting changes. Please refer to your cell phone User Guide.

How am I charged for wireless data use?

There are two ways: pay per use and International Data Plan. Pay per use can add up much faster than you expect, so we strongly recommend adding an International Data Plan. Data plans are avialable on most of our SIM cards.

How can I estimate how much data I will use?

Here is an estmate of how much data the following common applications use:

Services

Typical Data Consumption
(in MBs)

1 email (text only)

0.022 MB (45 per MB)

1 email (with Word or Excel attachment)

0.25 MB (4 per MB)

1 email (with photo attachment)

0.3 MB (3 per MB)

1 Instant Message (50 characters)

0.024 MB (45 per MB)

1 Web Page visited

0.17 MB (about 5 per MB)

1 song downloaded (4 minutes in length)

4 MB

1 app or game downloaded

4 MB

1 minute of streaming Video (e.g. Youtube)

1 MB

Note: Additional fees may be charged from content providers for downloading certain products, i.e. ringtones, software applications, etc. These fees are independent of Brightroam fees, they typically cover the cost of the product you purchased, i.e. ringtones, movies, etc.

Data usage varies by phone and device. Numbers quoted here are based on averages and are estimates only. 1 MB = 1,024 KB; 1 GB = 1,024 MB.

In what countries do you offer data plans?

Brightroam offers pay per use data on our all our SIM cards except France, Germany, Greece and Switzerland. Data usage, however, can add up faster than you expect. To ensure you are able to use your phone, tablet or PC the way you want, and to ensure that you are NOT surprised by your bill, we highly recommend data plans for everyone who travels with a smartphone, tablet or PC data stick. We offer all of the following data plans:

What is an APN?

APN stands for Access Point Name. The APN defines the network path for all cellular data connectivity. In order to successfully use data service, you must ensure you have a valid APN configured on your phone, tablet or PC data stick.

Brightroam's customer service team have years of experience helping travelers configure their APNs. If you have any questions or concerns about configuring your phone, tablet or PC data stick, please contact us.

How can I configure data on my iPhone or iPad when using Brightroam SIM cards?

In order to use the data service with your Brightroam SIM, you must have an unlocked iPhone and/or iPad.

There are two ways to apply the APN settings required by a Brightroam SIM:

 

By manually setting the APN

 

In the majority of cases, this will work. You can view the APN settings on your iOS device in the following location:

  1. iPhone: Settings > General > Network > Cellular Data Network
  2. iPad: Settings > Cellular Data > APN Settings

Tap each field and enter the APN settings provided below for your Brightroam SIM. The settings are saved automatically.

Note: the username and password values must be entered exactly as shown.

Australia SIM Card:

  • APN: vfinternet.au
  • Username: leave blank
  • Password: leave blank

Brazil SIM Card:

  • APN: claro.com.br
  • Username: claro
  • Password: claro

China SIM Card:

  • APN: CMNET
  • Username: Leave it blank
  • Password: Leave it blank

Europe SIM Card:

  • APN: data.uk
  • Username: user
  • Password: one2one

France SIM Card:

  • Homepage: http://m.google.com
  • APN: netgprs.com
  • Username: tsl
  • Password: tsl

Germany SIM Card:

  • APN: surfo2/internet
  • Username: Leave it blank
  • Password: Leave it blank

Italy SIM Card:

  • APN: web.noverca.it
  • Username: (blank)
  • Password: (blank)
  • Authentication: normal
  •  

    Mexican SIM Card:

    • Homepage: http://m.google.com
    • APN: internet.movistar.mx
    • Username: leave blank
    • Password: leave blank

    Netherlands SIM Card:

    • Homepage: http://live.vodafone.com
    • Session Mode: Permanent
    • Connection Security: Off
    • Data Bearer: GPRS / UMTS
    • APN (Access Point): live.vodafone.com
    • IP Address: 192.168.251.150
    • Authentication Type: Normal
    • Login-type: Automatic
    • Username: vodafone
    • Password: vodafone

    Spain SIM Card:

    • APN: movistar.es
    • User: MOVISTAR
    • Pass: MOVISTAR

    UK SIM Card:

    • Homepage: http://pda.o2.co.uk
    • APN (Access Point Name): mobile.o2.co.uk
    • Primary DNS: 193.113.200.200
    • Secondary DNS: 193.113.200.201
    • Username: username
    • Password: password

    US AT&T SIM Card:

    • APN (Access Point Name): WAP.CINGULAR
    • Username: WAP@CINGULARGPRS.COM
    • Password: CINGULAR1

    • US SIM (T-Mobile and AT&T) Card:

      • APN (Access Point Name): openroamer.com
      • Username: Leave it blank
      • Password: Leave it blank

     

    World SIM Card:

    • Homepage: http://pda.o2.co.uk
    • APN (Access Point Name): mobile.o2.co.uk
    • Primary DNS: 193.113.200.200
    • Secondary DNS: 193.113.200.201
    • Username: username
    • Password: password

     

    By profile

     

    If your iPhone does not allow you to manage the APN settings, an iPhone/iPad profile can be created to control your APN settings. Brightroam can provide the profile as a file. Email customerservice@brightroam.com and request a profile for your iPhone or iPad for your Brightroam SIM. We will email the profile file as an attachment. When received, simply download the attachment; the iPhone/iPad will recognise the file,and prompt you to apply the profile. Respond 'Yes" and the operation will complete.

    Note that you will need to delete the profile from the iPhone/iPad when you return to North America.

    In rare circumstances, your current cellular network settings may still prevent use of the data service. In that case, you need to jail break your device to access and change the APN settings. You should only attempt to jailbreak the device after trying the steps specified above.

    How can I configure data on my Android phone when using Brightroam SIM cards?

    Please note that your phone must be unlocked to use with your Brightroam SIM card (if you purchased your phone from Brightroam, it is already unlocked). Note that there are some small differences between versions of the Android Operating System in configuring the APN configuration. The following steps are valid on version 2 systems.

    Please follow the below steps to configure APN on your Android device. Note: the username and password values must be entered as shown.

    • Settings ->
    • Wireless & Networks ->
    • Mobile Networks ->
    • Access Point Names ->
    • *Hit the Menu button* -> New APN
    • Enter the details you find below!

    Australia SIM Card:

    • APN: vfinternet.au
    • Username: guest
    • Password: guest

    China SIM Card:

    • Homepage: http://wap.monternet.com
    • Service Type: WAP
    • Port 1: 9201
    • DNS 1: 10.0.0.172
    • CSD No. 1: 17266
    • GPRS APN: CMNET
    • Username: (blank)
    • Password: (blank)
    • Username 1:WAP
    • Password 1:WAP

    France SIM Card:

    • Homepage: http://m.google.com
    • APN: netgprs.com
    • Username: tsl
    • Password: tsl

    Germany SIM Card:

    • APN: surfo2/internet
    • Username: Leave it blank
    • Password: Leave it blank

    Mexican SIM Card:

    • Homepage: http://m.google.com
    • APN: internet.movistar.mx
    • Username: leave blank
    • Password: leave blank

    Netherlands SIM Card:

    • Homepage: http://live.vodafone.com
    • Session Mode: Permanent
    • Connection Security: Off
    • Data Bearer: GPRS / UMTS
    • APN (Access Point): live.vodafone.com
    • IP Address: 192.168.251.150
    • Authentication Type: Normal
    • Login-type: Automatic
    • Username: vodafone
    • Password: vodafone

    Spain SIM Card:

    • APN: movistar.es
    • User: MOVISTAR
    • Pass: MOVISTAR

    UK SIM Card:

    • Homepage: http://pda.o2.co.uk
    • APN (Access Point Name): mobile.o2.co.uk
    • Primary DNS: 193.113.200.200
    • Secondary DNS: 193.113.200.201
    • Username: username
    • Password: password

    World SIM Card:

    • Homepage: http://pda.o2.co.uk
    • APN (Access Point Name): mobile.o2.co.uk
    • Primary DNS: 193.113.200.200
    • Secondary DNS: 193.113.200.201
    • Username: username
    • Password: password

    How can I configure data on my Blackberry phone when using Brightroam SIM cards?

    Please note that your phone must be unlocked to use with your Brightroam SIM card. Also note that the APN configuration steps shown may be a little different depending on your device model. Please follow the below steps to configure APN on your BlackBerry smartphone.

    Note: Please enter the username and password values exactly as shown.

    • On Home screen, click Options.
    • Click Advanced Options > TCP
    • Enter the APN, user name, and password
    • Press the Menu key and select Save

    Australia SIM Card:

    • APN: vfinternet.au
    • Username: guest
    • Password: guest

    China SIM Card:

    • Homepage: http://wap.monternet.com
    • Service Type: WAP
    • Port 1: 9201
    • DNS 1: 10.0.0.172
    • CSD No. 1: 17266
    • GPRS APN: CMNET
    • Username: (blank)
    • Password: (blank)
    • Username 1:WAP
    • Password 1:WAP

    France SIM Card:

    • Homepage: http://m.google.com
    • APN: netgprs.com
    • Username: tsl
    • Password: tsl

    Germany SIM Card:

    • APN: surfo2/internet
    • Username: Leave it blank
    • Password: Leave it blank

    Mexican SIM Card:

    • Homepage: http://m.google.com
    • APN: internet.movistar.mx
    • Username: leave blank
    • Password: leave blank

    Netherlands SIM Card:

    • Homepage: http://live.vodafone.com
    • Session Mode: Permanent
    • Connection Security: Off
    • Data Bearer: GPRS / UMTS
    • APN (Access Point): live.vodafone.com
    • IP Address: 192.168.251.150
    • Authentication Type: Normal
    • Login-type: Automatic
    • Username: vodafone
    • Password: vodafone

    Spain SIM Card:

    • APN: movistar.es
    • User: MOVISTAR
    • Pass: MOVISTAR

    UK SIM Card:

    • Homepage: http://pda.o2.co.uk
    • APN (Access Point Name): mobile.o2.co.uk
    • Primary DNS: 193.113.200.200
    • Secondary DNS: 193.113.200.201
    • Username: username
    • Password: password

    World SIM Card:

    • Homepage: http://pda.o2.co.uk
    • APN (Access Point Name): mobile.o2.co.uk
    • Primary DNS: 193.113.200.200
    • Secondary DNS: 193.113.200.201
    • Username: username
    • Password: password

    Billing and account management answers.


    How do I change/update my credit card information, address or email?

    Click My Account and follow the instructions.

    How do I extend my service length?

    You can purchase a service extension when you place your order. Also, you can extend your service at any time by logging in to your account and selecting the "extend service" link listed next to your service number under "Services".

     

    Finally, if you contact our customer service team, we'll be happy to extend your service for you.

    How do I contact Brightroam's billing department?

    Phone us at 1-888-505-4949 or email billing@brightroam.com.

    When will I receive my account statement?

    When your order ships you will be billed for the SIM card, delivery and any options you have selected. You will be billed for voice, text and data usage on or around the 10th of the following month. All charges and calls made during the previous month will appear on your account statement.

    Once the new account statement is posted you will receive an email notification with login information to view your call details.

    Your outstanding balance will be billed directly to your pre-approved credit card. Major credit cards accepted include VISA, Master Card, American Express and Diners Club

    When is my credit card charged?

    Your credit card will be charged on or around the 12th of the month for charges incurred the previous month.

    How do I report a lost or stolen phone?

    Click My Account and follow the instructions. Or phone us locally at 1-416 598 7540 or at 1-888-622-3393 - use prompt 4.

    How can I avoid roaming charges while visiting border towns/cities etc?

    Ensure your cell phone is set to "MANUAL" network searching instead of "AUTOMATIC." (Usual Path: Settings>Network>Settings). Make sure you are using the correct network. For example, if you have a France SIM card and you are on the France/Switzerland border, manually select the French network so you are not charged for roaming on the Swiss network.

    How can I prevent voicemail airtime charges from callers dialing my Brightroam number when I'm not using my cell phone?

    If your service is still active, but you aren't using your cell phone you can remove your voicemail divert so callers are unable to leave you a message:

    • Dial
    • To reinstate the voicemail divert, please contact Customer Care.

    How can I find out how much voice, text and data I have used?

    Our partner carriers provide us with details of your airtime and data usage only once per month and therefore we are unable to provide you with up-to-date airtime usage information. You will be able to see your airtime balance for the previous months usage when your monthly statement is available (approx. the 7th of each month).


    How to set up your phone, dial, text and use voice mail.

    How do I use my Brightroam SIM card?

    Your SIM card will arrive with a manual which explains all the details, including:

    • The number assigned with the card.
    • How to install the SIM card.
    • How to place calls.
    • Troubleshooting procedures.

    Can I use a Brightroam SIM card in my cell phone?

    If you're phone does NOT accept a SIM card (many Sprint, Telus and Verizon phones do NOT accept SIM cards) it will NOT work overseas. Purchase an International Cell Phone Bundle.

    You can use a Brightroam International SIM card if your phone is:

    • unlocked
    • and is GSM Tri-band (GSM 900/1800/1900) or Quad-band (GSM 850/900/1800/1900)

    Can I use any SIM card in my unlocked GSM cell phone from Brightroam?

    Yes, you can swap out the SIM card in your Brightroam cell phone at any time. Every time you travel, use the Brightroam SIM card that gives you the best rates on voice, text and data in your destination. You only pay for your actual usage, and there aren't any contracts.

    How long does my SIM card last?

    Most Brightroam SIM cards are active 90 days. (A handful are active for a shorter period.) You can extend the activation period of your SIM at any time by logging into My Account and follwing the instructions.

    What happens when I've returned from my trip?

    To use your SIM card again, keep it active, by extending your activiation in My account. Or, if don't plan to return to that destination, you can dispose of the SIM. The next time you travel, simply purchase a new SIM card for your new destination.

    Because our cell phones are contract free, you don't pay anything when you aren't using them. Keep your phone and use it whenever you like.

    How do I make a call with my international cell phone?

    To place an international call, dial 00 or + first, followed by the country code, area code and the phone number.

    Example: To call back to North America, dial: 00-1(country code for North America) - Area Code - Phone Number

    To place a local call dial 0, followed by the area code and the phone number.

    Example: To make a local call, dial: 0 - Area Code - Phone Number

    You can also use this tool to help you with the dialing pattern needed to call from one country to another.

    Country Codes for International Calling

    How do my contacts dial my international cell phone number?

    Callers from North America should dial their international access code followed by your number, omitting the leading "0". (e.g. If your number is 44 (0) 1764 555 555, callers from North America should dial 011 44 1764 555 555).

    Local callers should omit the country code and include the leading "0" (e.g. 0 1764 555 555). A "local caller" is someone calling from within the country specified by your country code, which is represented by the first two digits of your mobile number (e.g. 44).

    Your contacts can also use this tool to help them with the dialing pattern needed to call you:

    Country Codes for International Calling<

    How do I dial back to North America?

    • Enter the "+" symbol on the display.
      NOTE: if you are using a Nokia cell phone, dial [**] until the "+" symbol appears.
      NOTE: if you are using a Samsung/Motorola cell phone, press and hold the [0] key until the "+" symbol appears.
    • Enter the country code (1) for the country you are calling (the country code for both Canada and US is "1").
    • Enter the area code.
    • Enter the telephone number.

    How do I dial another country? Where can I find international country codes?

    Use the tool below to find the country and area codes you need.

    Country Codes

    How do I send a text?

    Your cellular number is also your text messaging address. You must follow standard dialing patterns when sending local and international text messages.

    Example: If your cellular number is 33 (0) 6619 123 45, then your text messaging address is: +33 6619 123 45 internationally, and 0 6619 123 45 locally.

    Please refer to your phone user guide for instructions on how to send text messages with your particular phone.

    Please note that text messages sent to your North American cell phone number will not be forwarded to your Brightroam phone even if you have selected the optional Brightroam Connect service.

    How do I enable or disable voicemail?

    All Brightroam SIM cards come with voice mail enabled, (except China.) You can NOT disable voice mail yourself. However, our customer service team will be happy to disable it for you. Disablement is temporary. We can enable for you again, whenever you ask us to do so.

    Can I divert calls so that they are not sent to my voicemail?

    To divert calls away from your voicemail - i.e. to make sure that the phone just keeps ringing if no one answers - dial 1750. To stop the divert - i.e. to have voice mail answer your calls again - dial 1760.

    Note: this service works faster in some countries than others. To ensure you receive what you want, we recommend entering your code before leaving on your trip. If you have any questions, concerns or problems about voicemail, please contact our customer service team at 1-888-505-4949.

     

    Blackberry answers.

    How do I configure my Blackberry to work with a Brightroam World SIM Card?

    Simply replace your current SIM card with your World SIM Card. Your existing BES or BIS email will be forwarded automatically.

    What is Blackbery Enterprise Service(BES)?

    The BlackBerry Enterprise Server is designed for corporations with IT support. It links mobile professionals directly to the information they need by providing secure and seamless access to internal networks. This always on connection delivers a constant flow of wireless email, keeping mobile workers responsive, saving time and boosting productivity. In addition to sending and receiving email, you have all the standard BlackBerry smartphone features, including phone, text, browser and organizer.

    What is Blackbery Internet Service(BIS)?

    BlackBerry Internet Service, or BIS, allows BlackBerry users to access the Internet and email accounts without connecting through a BlackBerry Enterprise Server (BES). The service is usually provisioned through your mobile phone service provider.


    Learn more about International SIM cards, cell phones and data plans.

    How do pay as you go SIM cards compare to prepaid cards?

    With pay as you go cards you never run out of airtime in the middle of an important conversation. Also, you only pay for the calls and text you actually use.

    What is an International Cell Phone Bundle?

    If your phone is locked, CDMA or doesn't work in your destination, an international cell phone bundle will allow you to save 50-90% on voice, text and data. Each bundle includes:

    • international SIM card
    • unlocked GSM cell phone
    • AC wall charger
    • English manual
    • battery
    • one or more electrical adapters

    How does purchasing an International travel phone compare to renting?

    Brightroam phones are so economical, that renting doesn't make sense. Why pay for return shipping, if you'll just need the phone again on your next trip.

    What is GSM?

    GSM (Global System for Mobile communications) is the major standard for digital communications used in 170+ countries. In North America, Rogers Wireless, AT&T and T-Mobile usually provide GSM cell phones. GSM cell phones can be used in many countries around the world but the roaming rates are typically cost prohibitive.

    What is CDMA?

    CDMA (Code Division Multiple Access) is a wireless phone technology. Unfortunately you cannot use your CDMA cell phone when traveling outside North America. CDMA phone suppliers include TELUS, Sprint and Verizon.

    What is an unlocked cell phone?

    An unlocked cell phone can be used with any SIM card from any carrier. A locked cell phone will only recognize a SIM card from a particular carrier like AT&T, T-Mobile, Verizon Wireless, Rogers Wireless, etc. If you purchased your GSM cell phone at a discounted price, the carrier may have "locked" your phone so it will only work with their service. This is designed to prevent you from switching to another GSM carrier.

    What is a SIM card?

    The SIM card is like the "brain" of the GSM cell phone. It contains the information your cell phone needs to connect to a cellular carrier so that you can make and receive calls. Without a SIM card, your cell phone is useless. The SIM card in your North American GSM cell phone is programmed to charge international long distance and roaming rates when you travel outside of North America. Brightroam international SIM cards are designed to help you save on international roaming and work easily in any unlocked GSM cell phone.

    What kind of call quality should I expect?

    Brightroam partners with the world's leading cellular carriers, ensuring top call quality. As with any cellular system, reception varies as you travel. Keep in mind that remote areas such as wilderness and mountainous regions may not have coverage due to low population density.

    Will my cell phone work on a cruise ship?

    While on a cruise, your cell phone is likely to work while in port. Your cell phone will not work while at sea unless the cruise ship has installed the technology to support a local cellular network. Check with your cruise line to learn if they have cellular service while at sea and what roaming rates may apply.

    Can I use SMS with an unlocked GSM cell phone from Brightroam?

    Of course. Brightroam saves you 40-75% when sending texts. Most of our SIM cards offer free incoming texts, saving you 100%.



    Answers to other common questions.


    What are your terms and conditions?

    Brightroam Terms and Conditions govern the purchase of services.

    1. SERVICE: Brightroam shall provide Services to the Customer upon acceptance of a Customer's order. All orders are subject to Brightroam's approval. Brightroam reserves the right to refuse or reject orders without explanation.

      Brightroam provides International Cellular Roaming services based on a combination of SIP-based Voice-over-Internet Protocol (VoIP), GSM and the Public Switched Telephone Network (PSTN). Brightroam may add or delete services at any time for any duration deemed necessary. Brightroam Services provides for connectivity and/or forwarding of calls between Customer's mobile telephone and a different mobile telephone number. When Brightroam allocates any telephone numbers to you, you shall not have any rights to these telephone numbers except for the sole purpose of using the Services in accordance with this Agreement.

      We may, for commercial, operational or technical reasons or compliance with any requirement of the relevant Regulatory Authority or other authority, withdraw or change any telephone number allocated to you. However, we will endeavor to give you reasonable notice in this event.

      To forward calls, user must be able to "call forward" their cellular and/or PSTN calls to the designated Brightroam number. The user may be subject to applicable tariffs, charges and/or taxes for these calls by another party. Brightroam is in no way responsible for these charges.

      To use Brightroam services you are required to have a SIM-unlocked compatible international GSM cellular phone.
    2. SIM CARDS: Information contained in any SIM card(s) (the "Card") furnished to the Customer is the property of Brightroam. The Customer agrees not to interfere with the information contained in the Card.
    3. LIABILITY REGARDING SERVICE: Brightroam assumes no responsibility for any damage, loss of property, opportunity or earnings, personal injury, death or any other loss whatsoever resulting from the Customer's use of Services, including, but not limited to, use of 911. This limitation applies to acts or omissions of Brightroam, its Suppliers, Agents, Employees and all persons for whom it may be responsible. Brightroam does not guarantee the provision, quality and consistency of the Services as provided by our Carriers and is furthermore not responsible for any interruptions, delays, inconsistencies or failures of the network or security breaches regardless of the source of any such problem including, but notwithstanding, Brightroam's own fault or negligence.
    4. DELIVERY: Brightroam will use reasonable efforts to deliver the Card but it shall not incur any liability to the Customer in the event of any delay caused by force majeure or other circumstances beyond its control. The Customer will accept the Card when delivered and if for any reason the Customer fails to accept the Card when delivered the Customer shall nevertheless be liable for the stated charge in full.
    5. RATES & PAYMENT: All charges will be in accordance with Brightroam's current rate schedule for the selected Service Plan at the time of use. Brightroam reserves the right to modify and/or add rates and charges from time to time, including loyalty rewards, without prior notice to the Customer. Brightroam attempts to be as accurate as possible on our website and in printed materials. Still, despite our efforts, it is possible due to computer or other error or causes that a product or service offered on the site may be mispriced or contain an inaccuracy in its description. In the event Brightroam determines that a product or service is mispriced or contains an inaccurate description, Brightroam reserves the right to take any action it deems reasonable and necessary, in its sole discretion, to rectify the error, including without limitation canceling your order.

      All applicable taxes shall be added to the usage and purchase price, unless the Customer provides an executed resale exemption certificate to establish exempt status as a reseller of Services which meets and satisfies the requirements of the levying tax authority in question.

      All account statements are due upon receipt. All credit cards will be processed on or after the 12th of every month. Brightroam reserves the right to suspend or terminate your service for non-payment of your account statement, including unbilled usage. If we suspend your account, all outstanding amounts must be paid in full prior to reconnection.

      Brightroam reserves the right to apply any deposits or credit card payments against accounts in arrears.

      The Customer shall inform Brightroam of any disputes or disagreements with account statement charges within 30 days of the date of account statement. Thereafter, the Customer shall be deemed to have waived its right to dispute charges. If the Customer has furnished a credit card number for the payment of charges under this Agreement, then the Customer represents that he or she is an authorized signer on the account of such credit card. All charges related to this agreement shall be charged to the furnished credit card upon account statement generation. In addition, the Customer agrees to assume personal responsibility for all payments due in consideration of this Agreement. Should customers have concerns about their service performance, the customer must formally contact Brightroam Technical Support or Customer Service regarding the issue during their travels. In situations where the service is deemed not to have worked during travels, Brightroam will be unable to provide compensation, or reevaluate charges if no record of these troubles was made through Brightroam Customer Service or Technical Support departments or if Brightroam was not given the opportunity to troubleshoot and resolve issues during the service period.
    6. HIGH USAGE: Brightroam reserves the right to monitor services for patterns of high usage. High usage is determined solely by Brightroam and its network partners.

      Services generating high usage will be flagged in the system and Brightroam will contact the account holder to confirm the usage is legitimate. In the event that Brightroam is unable to reach the account holder, Brightroam reserves the right to suspend the service until the usage can be confirmed.

      In addition to suspending services, Brightroam reserves the right to collect an interim payment for unbilled usage in advance of invoicing. The interim payment will be used as a deposit for the unbilled usage and will be applied to the next invoice. The size of the interim payment will be determined by Brightroam , and the account holder will be notified by Brightroam prior to the charge being placed. If Brightroam is unable to bill the interim payment, Brightroam will suspend the service until payment can be made.
    7. LOSS/THEFT/ FRAUD: The Customer must notify Brightroam immediately regarding lost or stolen SIM cards if the Customer suspects or should reasonably suspect that the SIM Card is being used in an unlawful or fraudulent manner. The Customer is responsible for all charges incurred up until the time of said notification pending review of call records by Brightroam. Brightroam requires evidence of alleged loss or theft in the form of a police report. Upon said notification, or if Brightroam suspects any wrongdoing, Brightroam will terminate or suspend the Services. The Customer agrees to provide reasonable co-operation in any investigation of unlawful use of Services or Equipment.
    8. SERVICE RULES: Service may not be used for any unlawful, fraudulent or abusive purpose and must be used as required by all applicable laws.
    9. CONFIDENTIALITY: Information provided by the Customer herein will not be publicized by Brightroam without the Customer's prior permission unless it is: 1) used in assessing credit performance or regarding collection of overdue payment; 2) supplied to the commissioning entity or Supplier provided that the information is to be used for the provision of Services and disclosure is made on a confidential basis, or; 3) provided to a law enforcement or investigative agency in connection with suspected unlawful activities or in the case that the Customer has provided false or misleading information to Brightroam. By placing an order with Brightroam you agree that Brightroam has permission to provide order information to other companies to fulfill your request for a product or service, such as a shipping company, credit card processing company, or service partner. (Without your consent, these companies do not have the right to use the personally identifiable information we provide to them beyond what is necessary to assist us.); For more details on how your personal information may be used, please refer to our privacy policy.
    10. TERMINATION: Brightroam may terminate this Agreement at any time without notice if it suspects any violation of any term or condition of this Agreement, if payment has not been made. The Customer shall be responsible for all charges outstanding at the time of termination. Brightroam may also terminate Services in the event that another Contract for purchase of Service expires or is terminated, provided that termination of the Services shall only be with respect to the Service provided pursuant to that Other Contract.
    11. CANCELLATION: Any SIM card or handset order may be cancelled before 3 pm EST on the same day that it was placed. Cancellations are accepted only on orders that have not shipped. If the order has shipped, then the order cannot be cancelled; the customer must apply for a refund.
    12. REFUND: Customers may return a SIM card or handset for a full refund OR replacement product if:
      A. The service or handset is unused and as originally packaged;
      B. The refund application is made within 7 days of the original order;
      C. The customer is responsible for return shipping costs;
      D. A $15 restocking fee is charged if a replacement product is not ordered.
    13. SERVICE AVAILABILITY: Services are available exclusively within the current operating range of our service provider's (the "Supplier") territory. Refer to www.brightroam.com for details on territories where Services are available under the Customer's selected service plan (the "Service Plan").
    14. ROAMING: Equipment may be used in countries covered by our Suppliers' roaming agreements. The Customer is responsible for all roaming charges, if applicable. While roaming, the Customer will be using the networks of Brightroam's Suppliers and their Partners and will therefore be subject to their provisions for liability. The Customer should contact Customer Service at Brightroam for clarification of roaming availability.
    15. OPERATING PROCEDURES: Customers shall follow the procedures outlined in the instruction manual(s) supplied by Brightroam, as well as those instructions provided by the Suppliers of Services to Brightroam. Brightroam shall bear no responsibility for failure of Customers to use the Services in accordance with the said instructions.
    16. CONDITIONS OF OTHER CONTRACTS: The obligations of Brightroam and the terms of services and sales under these Terms & Conditions are subject to the terms of the agreements under which Brightroam purchases the Services from Suppliers (each an "Other Contract"). To the extent fulfillment of any obligations under these Terms & Conditions is not possible or permissible under an Other Contract, the Other Contract shall prevail and such obligation shall be suspended or modified to the extent required by the Other Contract.
    17. ADDITIONAL POLICIES: A full copy of these terms and conditions can be obtained online at www.brightroam.com or by contacting Brightroam Customer Service at customerservice@brightroam.com. Brightroam reserves the right to modify the Brightroam Terms and Conditions at any time. Notice of modifications to these Terms and Conditions may be given to Customer by posting such changes to the Brightroam website located at www.brightroam.com, by electronic mail or by conventional mail.
    18. AGREEMENT: Usage of services signifies acceptance of Brightroam Terms and Conditions. Brightroam is a trade name of iRoam Mobile Solutions Inc. and by purchasing services from Brightroam you are entering into a legal contract with iRoam Mobile Solutions Inc.
    19. SUPPORT: Brightroam will only provide technical support for our own products and services. Brightroam will not provide technical support for 3rd party products or services that work in conjunction with our products and services.
    20. WARRANTY: SIM Cards are tested prior to being shipped. We will make every reasonable effort to resolved usage problems, up to and including a replacement SIM card at no charge.

      A. New Handsets: defective handsets will be replaced free of charge up to 12 months from the date of order.
      B. Refurbished handsets: defective handsets will be replaced free of charge up to 3 months from the date of order.

      Note: We will only ship replacement SIMs and handsets free of charge within North America. All other locations are at our discretion and may be charged to the customer.
      Note: The warranty does not cover misuse, unauthorized repairs, damage from water or wear and tear from normal use.

    What is your privacy policy?

    The purpose of the policy is to disclose our use and how we protect "personally identifiable information," which is information that can be associated with a specific individual or which can be used to identify a specific individual. This policy covers Brightroam, and applies to all personally identifiable information that Brightroam obtains when a user registers for a Brightroam service or places an order, including visiting the Brightroam web site. This policy does not apply to the practices of companies that Brightroam does not own or control, or to people that Brightroam does not employ or manage.

    This document details:

    • what personally identifiable information is collected
    • who is collecting the information
    • how the information is being used
    • with whom the information may be shared
    • what choices are available to you with respect to the information
    • what security procedures are in place to protect the information
    • how you can correct or change the information

    Information Collection

    Brightroam collects personally identifiable information when you become a registered user, by filling out an on-line registration form. It is necessary to become a registered user to order products and services from the on-line catalog, and to customize your web site visits.

    Brightroam collects personally identifiable information such as:

    • name
    • email address
    • company (if applicable)
    • billing address
    • shipping address
    • phone and fax numbers
    • credit card information

    It is not necessary to provide any personally identifiable information to access any part of our public web site, such as the on-line catalog.

    Brightroam contracts with third parties to provide us with data collection and reporting services regarding our customers' activities on our site and to track and measure performance of our marketing efforts. These third parties may use cookies and web beacons to receive anonymous information about your browsing and buying activity on this Web site. Brightroam and it's third party services also automatically log your computer IP address. We do not connect your computer IP address to any personally identifiable information. None of your personally identifiable information (such as your name, address, email address, credit card number, etc.) will be received by or shared with these third parties.

    Web beacons (aka clear gifs, action tags) are tiny graphics with a unique identifier, similar in function to cookies, and are used to track the online movements of Web users. The main difference between the two is that Web beacons are invisible on the page and are much smaller, about the size of the period at the end of this sentence.

    Brightroam may also collect optional demographic and profile data such as gender, salary, preferences, etc. on a permission basis through surveys and registrations.

    Brightroam does not knowingly collect information from any children under age 13 and does not have information targeted for children under age 13.

    Information Use

    Personally identifiable information is collected and used by Brightroam for five general purposes:

    • fulfillment of your order requests for products and services;
    • customization of the content you see;
    • if you choose to opt-in, to contact you about specials and new products;
    • billing and order status purposes;
    • fulfillment and maintenance of membership and service agreements.

    Information Sharing

    Brightroam does not trade, sell or rent your personally identifiable information other than as outlined in this privacy policy. Brightroam shares your personally identifiable information in the following situations only:

    • we have your consent to share the information;
    • we need to provide the information to other companies to fulfill your request for a product or service, such as a shipping company, credit card processing company, or service partner. (Without your consent, these companies do not have the right to use the personally identifiable information we provide to them beyond what is necessary to assist us.);
    • we are legally required to provide information in response to court orders, subpoenas or legal process;
    • we find that your actions violate the usage guidelines outlined in the Brightroam Terms and Conditions.
    • we feel that an emergency situation has arisen which requires us to release information before we can contact you for consent (such as a verified family emergency).

    Cookies and Session Variables

    A cookie is a very small text file that is added to your hard disk from some web pages. Cookies are harmless, in that they cannot extract information from your hard disk, nor can they transmit viruses or otherwise corrupt your computer. You can prevent the receipt of cookies at any time by turning off the accept cookies option in your browser preference choices. Brightroam uses a combination of session variables that are stored on our server along with session cookies to customize the site according to your preferences. Some session variables, such as user id, are tied to your personally identifiable information to allow you to place orders and your profile information. Personally identifiable information is not stored in cookies.

    Brightroam also uses cookies to reward business partners who direct users to the Brightroam web site from their own web site, this "SourceID" cookie does not contain any personally identifiable information. The "SourceID" cookie will expire automatically 12 months after you were referred by one of our business partners or you can remove it from your computer manually. You can also choose to visit the Brightroam website without cookies. This may prevent you from taking advantage of certain features of our site.

    Links

    The Brightroam web site contains links to other web sites. Brightroam is not responsible for the privacy practices of sites owned and operated by other companies. You should be aware when you leave our web site, and you should read the privacy policies of each web site that collects personally identifiable information. This privacy statement applies solely to information collected by Brightroam, and such information remains private and secure when you follow links to other web sites.

    Information Choice/Unsubscribe

    Brightroam may, from time to time, send you email or direct mail regarding our products and services. If you do not want to receive such information, simply tell us when you give us your personal information, or follow the directions contained on it to remove your name from our mailing list. If you ever have questions regarding an email you receive from Brightroam, or you want to be removed from a mailing list, please contact us at customerservice@brightroam.com.

    Security

    Your Brightroam account information is password protected for your privacy and security. The Brightroam web site uses industry standard Secure Sockets Layer (SSL) encryption to protect data transmissions. Only authorized employees have access to personally identifiable information and that access is limited by their need to know. For added security, you will be logged out automatically from your account on the Brightroam web site if your visit is inactive for a specific amount of time. When you are finished visiting the Brightroam web site, however, make sure you close your browser.

    Information Corrections/Changes

    When you login to the Brightroam web site, you have the option of viewing your profile, in your "Account". This contains most of the personally identifiable information we have on file for your account. You may also contact via email at customerserivce@brightroam.com in order to access, correct or change any of your pieces of personally identifiable information.

    Information Deactivation

    If at any time you would like the personally identifiable information that we have for you on file to be deactivated in our records please contact customerserivce@brightroam.com. If you request to have your personally identifiable information deactivated, you will be functionally deleted from our system. Brightroam will not sell, transfer, or use personally identifiable information relating to you in any way. Due to system back-ups and deletions records, some residual information may remain on our system, under the same security protocols.

    Changes to this Privacy Policy

    Brightroam may edit this Privacy Policy at any time. If there are material changes made to the policy, Brightroam will post announcements prominently to alert you of the changes. If there are any changes to the way in which we use personally identifiable information, you will be notified by email, and will have the choice as to whether or not we use your information in this new manner.

    Questions or Suggestions

    If you have any questions or suggestions about this privacy policy, please contact Brightroam Customer Service at customerserivce@brightroam.com or via postal mail:

    Brightroam
    366 Adelaide Street West
    Suite 301
    Toronto, ON
    Canada M5V 1R9



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