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Frequently Asked Questions

1. Getting started

Your package includes:
  • Phone (with pre-inserted SIM card), Travel Charger and Phone Instruction Manual.
  • A card with your phone number and PIN code printed on it.
  • Welcome letter.
  • User guide for the service.
  • Terms of use.
  • The United States Cingular service comes with a $5 global phonecard.

Note: With the United States Cingular, Australian Optus and Canadian Fido services, the SIM card is not inserted in the phone. If you ordered a SIM card, you will receive the above (excluding the Phone, Travel Charger and Phone Instruction Manual) and you will need to insert the SIM card into your own phone. How to install a SIM card

When you receive your package:
  1. Check that the SIM card is correctly inserted and secure.
  2. * The SIM card is the small plastic card located in the back of the phone, usually under the battery. If the SIM card hasn’t been pre-inserted, insert the SIM card into your phone. How to install a SIM card.
  3. If you have purchased a phone, attach the battery to the phone and then charge the phone. New phone batteries should be charged for 8-12 hours the first time to ensure the battery is fully charged.
  4. Turn the phone on, then enter the PIN and press OK.
  5. * Your PIN is a four digit code printed on the card included in your package. If you enter your PIN incorrectly 3 times, your phone will be blocked. You must then enter the PUK code to unblock the phone. Contact Customer Service if you require assistance.
  6. When the phone registers with an available network (30-120 seconds), the phone is ready to make a call.

6. How do I insert a SIM card into my mobile phone?

How do I insert a SIM card into my mobile phone?

The SIM card is the small removable plastic card that must be inserted into your mobile phone to enable your mobile to connect to a network. It contains subscriber details, security information and memory for a personal directory of numbers. The SIM card also stores data that identifies the caller to the network service provider.


  • Keep all SIM cards out of reach of small children
  • The SIM card and its contacts can easily be damaged by scratching or bending, so be careful when handling, inserting or removing the card.
  • Before installing the SIM card, always make sure that the phone is switched off.


In most handsets, the SIM card is located under the battery at the back of the phone

1. Turn the phone over so the back of the phone is facing you. Push and hold the release button upwards and remove the battery from the phone to locate the existing SIM card location in your mobile phone. If you are having trouble pulling the battery off, try turning the phone over and then pull the battery off.


2. Snap out the thumbnail sized SIM card along the perforated edge of its holder.

3. Slide the SIM card into the SIM card holder. Make sure that the SIM card is inserted securely and that the golden contact area on the card is facing downwards. The SIM card should not be able to fall out.




4. Place the battery on the back of the phone. Slide the bottom of the battery in place first and then push the top of the battery in place to lock it.