Personal     Business     About iRoam
Need help? 1.866.454.7626

iRoam International SIM Card: Frequently Asked Questions

Find answers to most common questions about our services and how to troubleshooting some tougher problems. iRoam is comitted to providing outstanding customer service. If this page doesn't answer your questions, please phone us at 1-866-454-7626.

General FAQs

Q:  How much savings can I get with the iRoam international SIM card?

Answer:

iRoam has negotiated competitive rates with over 340 cellular roaming partners globally. The result is deeply discounted international roaming rates so you can expect to save up to 90% off domestic carrier published roaming rates.

Q:  What is your coverage and quality like?

Answer:

We have partnered with top-tier carriers in Canada and the USA including T-Mobile, Bell and TELUS, which ensures our coverage and quality to be some of the highest possible.

*USA and Canada nationwide coverage excludes Alaska, Yukon and Northwest Territories, and Nunavut.

Q:  What are Canadian or USA numbers I can choose from?

Answer:

You will be able to select from a range of Canadian or USA area codes upon checkout:

Available Canadian Area Codes

  • 647 Toronto, Ontario
  • 613 Ottawa, Ontario
  • 778 Vancouver, British Columbia
  • 403 Calgary, Alberta
  • 780 Edmonton, Alberta
  • 438 Montreal, Quebec

Available USA Area Codes

  • 412 Pittsburgh, PA

*USA and Canada nationwide coverage excludes Alaska, Yukon and Northwest Territories, and Nunavut.

Q:  What is my country code?

Answer:

Your country code is 1. Your cell phone number will be emailed to you with your order confirmation.

You can select from a range of Canadian or USA area codes upon checkout:

Available Canadian Area Codes

  • 647 Toronto, Ontario
  • 613 Ottawa, Ontario
  • 778 Vancouver, British Columbia
  • 403 Calgary, Alberta
  • 780 Edmonton, Alberta
  • 438 Montreal, Quebec

Available USA Area Codes

  • 412 Pittsburgh, PA

*USA and Canada nationwide coverage excludes Alaska, Yukon and Northwest Territories, and Nunavut.

Q:  How long is my SIM card good for?

Answer:

Your SIM card is active for six (6) months from the date of purchase. You can renew your Global Talk + Text + Data SIM for a renewal fee of $14.95, and Global Data only SIM for $4.95.

As long as you renew your SIM card, the balance on your account will be carried forward and you will not lose any funds.

Q:  Are the SIM cards active or do I have to be overseas before I can activate the service?

Answer:

All SIM cards are disabled upon receipt. Please contact iRoam Customer Support to activate your SIM card. Your international cell phone number will be emailed to you and included in your order confirmation. You can feel free to distribute your cell phone number to all your contacts prior to your departure.

Q:  What should I do if I lose my iRoam SIM card while traveling?

Answer:

If you lose your iRoam SIM card, please call 1-866-454-7626 or email us (support@iroam.com) to cancel your SIM if you are enrolled in Auto Recharge. Until you advise us to suspend your service, you will be responsible for all calls made and received on your phone.

Q:  How do I reach customer service when I am travelling?

Answer:

  • Dial 611 from your cell phone - this is a free call
  • Dial our toll free in North America 1-866-454-7626 (outside North America call our local number)
  • Email us at support@iroam.com
Q:  What is iRoam's refund policy?

Answer:

We offer a money back guarantee for the entire SIM price as long as you return it intact and unused within 30 days of shipment. We also offer a full refund of any airtime within 3 days of recharging your account. Shipping fees are not refundable.

Refunds will be issued once all products have been returned to us.

We encourage you to examine your order upon receipt and immediately notify us if the cell phone or SIM card purchased is not in good working order, or is not the correct item ordered.

Returned product(s) must be:

  • in the original packaging and must include any manuals, components, accessories. etc. provided by the manufacturer.
  • in its original condition, with no damages, scratches, etc.
  • unopened and unused.

We reserve the right to limit returns to unopened or unused products only. Refunds will not be provided for airtime usage or any used equipment. Non-qualifying items returned will be sent back at the customer's expense.

Q:  What's the difference between prepaid and postpaid?

Answer:

Prepaid is referred to as "pay-as-you-go" service. You pay in advance for the airtime credit. It is great to budget your wireless spends and there is no monthly bill to worry about. It is more convenient as you can always set an auto recharge option to top up your minutes should your credit hit the $10 balance threshold. Should your SIM gets lost or stolen, you only lose the airtime balance remaining on the SIM. Ensure you call to cancel your SIM so the auto recharge is not added to your account.

Postpaid is the standard billing practice where significant portions of services and usage are paid in arrears, subsequent to consuming the services. The disadvantage with postpaid is that it is hard to budget and you are at risk of running up your bill. Also if you lose your postpaid SIM card, some companies hold you liable for the usage until you call to cancel your service.

Q:  What is the difference between a direct dial and callback service?

Answer:

With direct dial you initiate a call and your call automatically goes through iRoam's preferred roaming partner. iRoam offers direct dial calling in North America and overseas; however, in certain limited countries you may have to use call-back.

In North America, our services are Direct Dial in partner relationship with T-Mobile in the USA, and Bell and TELUS in Canada.

With callback the call once is initiated and re-routed to our network, which then routes the call to our preferred roaming partner with the preferred roaming rates. The call is initiated once you press the Send key and accept the callback. It's a few extra seconds to go through the process; however, the savings especially when traveling overseas outside of North America are much greater vs Postpaid solutions.

Q:  What are the acceptable forms of payment?

Answer:

We accept major credit cards i.e. Master Card, Visa and American Express. It is perfectly secure to use your credit card on our website as we employ the latest encryption technology.

Rates and Charges FAQs

Q:  Will I be charged long distance in addition to the per-minute roaming rate?

Answer:

All calls you make or receive while roaming internationally are charged at the per minute rate as posted on our website with no additional long distance or roaming charges.

Q:  What increments does the iRoam international SIM card use?

Answer:

  • Incoming Call - Billed in 60 second increments.
  • Outgoing Call - Billed in 60 second increments.
  • Outgoing Text Message (SMS) - Billed on a per message basis, maximum character length is 160 characters per message.
  • Incoming Text Message (SMS) - Free globally.
  • Data - Billed in 100 KB increments where available
Q:  Do rates change depending on the time of day I call?

Answer:

No, our airtime rates are the same 24/7. Please refer to our airtime rates for incoming / outgoing calls, SMS, and Data rates for the country you are traveling to.

Q:  Do I pay for the few seconds that it takes to process my call?

Answer:

Yes. You start paying from the very second you initiate the call (by pressing the SEND Key).

Incoming calls are billed in 60 second increments where applicable. Outgoing calls are billed in 60 second increments. Outgoing text messages (SMS) are billed on a per message basis. Maximum character length is 160 characters per message. Data is charged by 100 KB increments.

Q:  Will I pay long distance charges when I am in the USA and calling a different state?

Answer:

There are no long distance charges when calling within a country. Our rate for the USA is 12¢ to call anywhere within the United States.

*USA and Canada nationwide coverage excludes Alaska, Yukon and Northwest Territories, and Nunavut.

Q:  How much is it to renew my iRoam SIM card?

Answer:

Your SIM card is active for six (6) months from the date of purchase and as long as you renew your SIM card, the balance on your account will be carried forward and you will not lose any funds. You can renew your Global Talk + Text + Data SIM for a renewal fee of $14.95, and Global Data only SIM for $4.95.

Device and Network Requirement FAQs

Q:  What is an unlocked cell phone?

Answer:

An unlocked cell phone is compatible with any SIM card from any carrier. Whereas, a locked phone may only be used with a SIM card from a particular carrier. If your phone is locked, contact your domestic carrier to obtain the subsidy password or unlock code which will unlock your phone. If they cannot provide you with one, then consider our unlocked 2G GSM Quadband cell phones for only $69.

We highly recommend you consider buying a phone from us:

  • We can support the handset in case of emergency.
  • Should you lose or damage your domestic phone, it will cost you more to replace it.
Q:  Why do I need an unlocked handset?

Answer:

Our service only works with an unlocked handset or device. A locked handset or device will only work with the SIM card provided by your carrier.

If your phone is locked, consider our unlocked cell phones for only $69.

We highly recommend you consider buying a phone from us:

  • We can support the handset in case of emergency.
  • Should you lose or damage your domestic phone, it will cost you more to replace it.
Q:  How do I unlock my handset?

Answer:

There are several options. You can unlock your handset through the carrier you bought it from, go to a local wireless store or through various online sites.

We provide several unlocked devices at great prices.

Q:  Do I need a 3G phone to use your service?

Answer:

You will only need a 3G phone if you plan to use our service in Canada, China, South Korea and Japan.

You can use a 2G phone in the USA and most of the world. If you plan on using the phone in Canada you will need a 3G phone.

If you plan on using data, it is good (not necessary) to have a AWS device for enhanced coverage (faster speeds) in the USA and a 3G device in Europe and rest of the world.

Q:  Can I use my own handset with the iRoam international SIM card?

Answer:

As long your as your handset is "unlocked" (is not exclusively provisioned to work with a unique carrier), you can use it with any iRoam international SIM card. We do offer excellent new unlocked 2G GSM Quadband cell phones for only $69 and we recommend purchasing a compatible phone from us as we can best support it in case of emergency.

Q:  What devices work on the iRoam data network?

Answer:

Any unlocked device with a slot for a standard / micro / nano SIM card can be used on the iRoam data network. This includes smartphones, iPads, iPhones, personal hotspots, data sticks, and some laptops.

Q:  Can I use BlackBerry Data Email and BBM?

Answer:

Option 1: If you have an unlocked Blackberry, get a 3G SIM card and insert it into your unlocked handset. You can use our international SIM card for Talk and Text services only.

Unfortunately, using an iRoam SIM card with your Blackberry means you will not be able to use BlackBerry specific Data services such as: BlackBerry Internet Service (BIS) and Blackberry Enterprise Server (BES) services, or BBM.

Option 2: Purchase the iRoam Hotspot and connect your BlackBerry using Wi-Fi to give you mobile data. This will enable features like email, browsing and even BBM. Unfortunately, using the Liberty hotspot won't enable talk and text services. If you need talk and text, you have to choose option 1 above.

Q:  Which GSM frequency bands do you need in your phone?

Answer:

If you're traveling internationally, for the most flexibility you should have a phone that contains at minimum the international for within Europe, Asia, Africa, Middle East and Oceania are the frequency bands 900 MHz and 1800 MHz. If you are using the phone in North and South America as well, then you will want a phone that features 850 MHz and 1900 MHz GSM bands.

To use the iRoam international SIM card in the USA: You must have at the very minimum a 2G handset with both 850 and 1900 MHz frequencies. For Enhanced voice and text coverage as well as Data service in the USA with T-Mobile you must have an AWS 1700 MHz frequency handset.

Band Frequency - Quick Reference Chart

2G

USA / Central and South America
850 / 1900 MHz

Europe / Central and South America / Middle East / Africa / Asia / Oceania
900 / 1800 MHz

3G / UMTS

Canada / China / South Korea / Japan
850 / 1900 MHz

AWS

Enhanced Voice and Data Coverage in the USA
1700 MHz

Q:  Who are cellular providers you use in USA & Canada?

Answer:

We use T-Mobile in the USA and Rogers in Canada.

*USA and Canada nationwide coverage excludes Alaska, Yukon and Northwest Territories, and Nunavut.

Q:  What is AWS spectrum?

Answer:

AWS is a spectrum used by T-mobile in the USA. It is similar to 3G and provides faster data speed. You require handsets which have 1700 mhz band frequency to work with AWS.

We will be selling an AWS handset in the near future.

Billing FAQs

Q:  When will I be billed?

Answer:

Our service is prepaid - that means once your order has been processed, your credit card will be charged accordingly.

Q:  Will I receive an invoice for my SIM card and/or cell phone purchase?

Answer:

We will email you an order confirmation receipt within 24 hours of your order.

Q:   How am I billed for my calls?

Answer:

Any airtime rate that we quote for call charges is the final price you pay per minute. There are no additional fees or hidden charges that will get added to the prices posted online. There is absolutely no deposit to pay. In fact, we are one of the very few international cell phone companies that can tell you exactly what every possible call on your international cell phone will cost.

Incoming calls are billed in 60 second increments where applicable. Outgoing calls are billed in 60 second increments. Outgoing text messages (SMS) are billed on a per message basis. Maximum character length is 160 characters per message. Data is billed in 100 kb increments where available.

Shipping FAQs

Q:  When will my shipment be delivered?

Answer:

We ship all orders received by 2:00 pm EST via:

  • Canada Post or US Postal Service standard shipping
    ESTIMATED 5-7 business days
  • Canada Xpresspost™
    3 business days
  • US Postal Service Express Mail®
    3 business days

We can only send standard delivery mail to P.O. Box addresses. For Express and overnight shipping, we require a physical mailing address; P.O. Box numbers are not eligible.

Q:  What are the shipping costs?

Answer:

For SIM only orders:

Shipping Type Shipping Charge Delivery Estimate
Standard (Canada & USA) FREE 5-7 business days
Canada Xpresspost™ $15 3 business days
USPS Express Mail® $25 3 business days
Overnight Shipping $50 next day

For SIM + PHONE orders:

Shipping Type Shipping Charge Delivery Estimate
Canada Xpresspost™ $15 2-3 business days
USPS Express Mail® $25 2-3 business days
Overnight Shipping $50 next day

If you are in the Greater Toronto Area / GTA, you may come and pick it up from our office for free between 9:00 AM to 5:00 PM, open 7 days a week.

We can only send standard delivery mail to P.O. Box addresses. For Express and overnight shipping, we require a physical mailing address; P.O. Box numbers are not eligible.

iRoam is a prepaid, convenient Global Talk + Text + Data cellular phone service with exceptional coverage and rates in the USA, Europe and globally while saving you up to 90% in roaming costs when compared with your cellular provider.

Powered by the world's best networks to give you exceptional coverage and connection.

Special Black Friday Deal!
Top Up Your iRoam SIM Balance Now and
Receive an Extra 15% FREE Airtime*
Use Promo Code: BLACKFRIDAY