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Freqently Asked Questions

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eSIM Basics

How can I manually install an eSIM?

See our installation guide for how toinstall your eSIM.

https://www.pipcall.com/blog/how-to-install-and-set-up-an-esim

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Can I use an eSIM if I do not have an existing SIM?

Yes, an existing SIM is not required inorder to use an eSIM.

How do I enable data roaming?

Toactivate data roaming on your device, check our guide:

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https://www.pipcall.com/blog/how-to-activate-your-worldwide-travel-esim

How to check if my iOS device is eSIM compatible and carrier unlocked?

Tocheck if your device is compatible and carrier unlocked view our guide:

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https://www.pipcall.com/blog/how-to-check-your-phone-is-unlocked-and-able-to-use-esim

What device supports eSIM?

Fora complete list of compatible devices please view our guide:

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https://www.pipcall.com/solution/esim/can-my-device-use-esim

Can install the same eSIM on multiple devices?

The same eSIM cannot be installed on manydevices.

Your eSIM can be installed on only onedevice, and reinstallation depends on the carrier and plan.

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Can I reinstall esim?

We sell a range of eSIMs from variouscarriers. Reinstallation instructions are dependent on your, device, carrier,and type of eSIM.

Many of our travel data allowreinstallation onto the same device but there is a maximum limit on how manytimes this can take place.

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How do I install and set up an eSIM?

An eSIM can be conveniently installed onyour device using a QR code. Simple scan the code and accept the prompt toinstall. In some cases, a manually installation might be needed. View ourhelpful guide for detailed instructions on how to install:

https://www.pipcall.com/blog/how-to-install-and-set-up-an-esim

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What is an eSIM?

An eSIM is an embedded SIM, a digital SIMthat’s installed into your smartphone by scanning a QR code or using anactivation code. It provides a smarter and more convenient way to stayconnected by allowing immediate download of data packs to the user's mobiledevice.

Inorder to use an eSIM, your device must be compatible and network-unlocked.Check our guide on how to check your device for eSIM compatibility.

https://www.pipcall.com/blog/how-to-check-your-phone-is-unlocked-and-able-to-use-esim

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When I call somebody from the app, what number will they be presented with?

Calls you make from app present the business number assigned to you. Your personal number is never presented.

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Can I use an existing business number?

Yes, we can organise to have all of your numbers ported to our system.

What choice of numbers do I have?

You can choose between:

Mobile numbers
Regional landline numbers
Non geographic numbers
International numbers
Freephone numbers

Get in touch with support@pipcall.com if you need a particular number you can not see in our portal.

Does the app use personal call plans?

As standard PiPcall technology requires a connecting local rate call to our telephony platform when an outbound call is made, this may use personal minutes, however if you enable Ring-me-back from the settings then our service will instead ring you to initiate the call.

The call itself, regardless of the destination is always charged back to the business and never the user.

eSIM functions

How do I switch between my physical SIM and eSIM for data usage?

On most devices, you can choose which SIMto use for data:

https://www.pipcall.com/blog/how-do-i-switch-between-2-sims-for-data-usage

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Is an eSIM signal weaker?

No, eSIM signals are not weaker compared tophysical SIM card signals. If you’re having trouble with your network signal,it’s likely caused by coverage or congestion.

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Will my eSIM work in any country?

Your eSIM will work in the designatedcountry or countries for which the service was purchased. Please ensure thatyour selected plan supports the country you are travelling to beforepurchasing.

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Is there an eSIM for my desired country?

PiPcallLimited covers over 180 countries, so we hope you should be able to find yourdesired destination. Check our plans here:

https://www.pipcall.com/solution/esim/worldwide-travel-data

Can my Data travel eSIM receive calls or text messages?

PiPcall’s Data for travel plans do not havea number associated to them, so they cannot receive calls or text messages.

Can I use iMessage / WhatsApp with an eSIM?

YES, if you have one of our data plans, youshould be able to use iMessage on your iOS device without any problems. iMessageoperates via the internet and a phone number is not actually required, you canuse iMessage with just an iCloud email address to send messages.

Similarly, WhatsApp also works over theinternet and a data plan will allow you to continue to access WhatsApp withoutany problems across the world. A phone number is required on WhatsApp for aone-time verification, after that it works over the internet without needingaccess to that number to send messages.

If you are already a WhatsApp or iMessageuser and install an eSIM data for travel plan, you will be able to seamlesslycontinue to send messages whilst abroad.

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eSIM for worldwide travel

Can I use tethering (personal hotspot) with my eSIM data?

Yes, tethering is a great way to share yourdata with your laptop and other devices whilst travelling for business. ByPurchasing one of our larger data plans, you can ensure coverage for yourselfand all your devices for the entirety of your trip.

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What if I need to change my plan or get more data?

Once you have purchased an eSIM data plan,you cannot modify it. However, if you need additional data, you can quicklypurchase more data plans through the PiPcall Limited portal, providing you withseamless access to more data when required.

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Can I modify my eSIM plan after purchasing?

No. Once an eSIM data plan is purchased, itcannot be exchanged, modified, or refunded. However, if you require more data,you can easily purchase additional plans through PiPcall Limited portal.

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What happens if I don't use all of my data?

Any unused data at the end of your plan'svalidity period will expire. There are no refunds, carryovers, or creditsprovided for unused data.

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How long is my eSIM data valid?

Each eSIM data plan is valid for theduration specified at the time of purchase. Any unused data will expire at theend of the period, and there are no rollovers or refunds for unused data.

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How do I activate my PiPcall eSIM?

Your data service will begin once the eSIMis activated in the designated country or countries for which the service waspurchased. Follow the steps below to install your eSIM on iOS and Androiddevices ready for when you arrive at your destination.

https://www.pipcall.com/blog/how-to-install-and-set-up-an-esim

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What if I need to change my plan or get more data?

Once you have purchased an eSIM data plan, you cannot modify it. However, if you need additional data, you can quickly purchase more data plans through the PiPcall Limited portal, providing you with seamless access to more data when required.

Troubleshooting

I can't scan my QR code

If you are unable to install our eSIM usinga QR code, you can manually install it following the steps in our guide:

https://www.pipcall.com/blog/how-to-install-and-set-up-an-esim

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My device is network locked

In order to use an eSIM your device needsto be network unlocked. You should contact your carrier and ask them to unlockyour device.

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I am experiencing 'PDP Authentication Failure’ how can I resolve this?

This is a relatively common error thatmight occur during installation of your eSIM. In most cases simply resettingyour network settings will resolve this.

With these steps you can do it easily byyourself.

Put your iPhone in airplane mode.

Leave it for about five to ten seconds,then turn off airplane mode.

Restart your iPhone.

Once your device reboots, go tocellular settings and reset your mobile network settings.

Depending on the iPhone you have, thelocation of your network settings may appear in the following ways:

“General” > “Reset” > “Reset NetworkSettings”

“General” > “Transfer or Reset iPhone”> “Reset” > “Reset Network Settings”

When you complete these steps you shouldhave your network correctly configured.

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What should I do if I experience network outages?

PiPcall Limited provides data servicesthrough a network of trusted roaming partners. While we strive to providecontinuous service, outages may occur. In case of a service disruption, we willwork to restore connectivity as quickly as possible. Our system is designedwith robust fallback mechanisms to minimize downtime.

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What happens if my eSIM is used fraudulently?

If any fraudulent, unlawful, orunauthorized use of the eSIM is detected, PiPcall Limited reserves the right tosuspend or terminate the service. Please contact customer support immediately if you believe your eSIM has been compromised.

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Is my data protected when using PiPcall Limited's services?

Yes, PiPcall Limited complies with allapplicable data protection laws, ensuring your personal data is securelymanaged. For more details, please refer to our Privacy Policy on the PiPcallLimited website.

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What if I have lost or misplaced my phone?

All Travel eSIM’s are for a one use onlyand cannot be transferred to another phone, if you have lost or misplaced your device,we can suspend your current connection if you contact our support team in UKbusiness hours however we will not be able to re-issue this eSIM.

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What do I do if my eSIM isn’t working

If your eSIM isn’t working, ensure you havefollowed the activation steps carefully. Also, check if:
- Your device is compatible with eSIM technology.
- Your mobile data settings are configured correctly.
- You are in a region where PiPcall Limited eSIM services are supported.

If issues persist, contact PiPcall Limitedcustomer support for assistance.

Please note:

Please ensure your device is compatiblewith eSIM as refunds will not be issued after purchase.

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What happens if my eSIM is used fraudulently?

If any fraudulent, unlawful, or unauthorised use of the eSIM is detected, PiPcall Limited reserves the right to suspend or terminate the service. Please contact customer support immediately if you believe your eSIM has been compromised.

PiPcall

Is my data protected when using PiPcall Limited's services?

Yes, PiPcall Limited complies with all applicable data protection laws, ensuring your personal data is securely managed. For more details, please refer to our Privacy Policy on the PiPcall Limited website.

What should I do if I experience network outages?

PiPcall Limited provides data services through a network of trusted roaming partners. While we strive to provide continuous service, outages may occur. In case of a service disruption, we will work to restore connectivity as quickly as possible. Our system is designed with robust fallback mechanisms to minimise downtime.

What is Mobile+?

Mobile+ is our revolutionary service that pairs a second number delivering high quality calls over the voice network with enhanced UC (unified communications) features typically only seen on VoIP solutions.

Why do your staff no long need to carry two mobile phones?

PiPcall has been designed to have minimal impact when used on personal mobile phones making it perfect for BYOD.

Uses little to no data for calls
Personal call minutes can be protected with ring back 
Battery and CPU usage is minimal
Custom ringtones for when PiPcall calls
Significant cost saving compared to buying hardware

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What is BYOD and why is PiPcall a perfect BYOD solution?

BYOD (bring your own device) is an organisational policy that permits employees to use their own personal devices for work-related tasks.

PiPcall allows businesses to give their employees a business mobile phone service via a mobile app. The app comes with a mobile number, data, a calling and SMS plan. The app also offers advanced calling features unavailable on mobile phones like call recording and call transfer.

Employees benefit from having all business calls, contacts and messages separated from their private information and because there is no need to carry two mobile phones.

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What is the difference between PiPcall and a traditional softphone app?

The key difference between PiPcall and other calling apps is we use the GSM mobile network for calls and not VoIP or Wi-Fi. This makes calls out of the home or office more stable and less likely to drop or introduce delays.

PiPcall is a softphone app. Why is the call quality so high?

Voice calls on the PiPcall app are mobile calls. This means all PiPcall calls are made over the mobile voice network just like a normal mobile call and not over the internet like a mobile data call or a Wi-Fi call.

What about international calls?

Administrators can easily control a users ability to make international calls via the admin portal. You can make significant savings on international calling through Mobile+, Get in touch for a complete price list.

Does the app use data?

The call itself uses no data as calls from the are made over the mobile voice network. It does use a small amount to connect the call , the data used to connect a call is equivalent to one SMS message or 2 bytes of data.

What is PiPcall?

PiPcall is a new alternative to businesses supplying mobile phones to staff or, buying SIM cards for existing handsets for staff to use. It is a mobile app available on Android and iOS. Just like a mobile phone the app comes with a mobile number, data, call and SMS plan and dedicated contacts directory, voicemail, dialler.

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Shared Number

Can I use one number in two phones? Or can I use one number on two phones?

Yes, you can use one number on two phones with Mobile+. The app becomes your business phone. Each app is assigned a dedicated business number. But you can programme your system to assign the same caller id to two business numbers, allowing one number in two phones. Outbound calls display the same number and a ring group is set up for inbound calls, so that they are picked up by both apps.

Can I have one number on two phones? Or can I have one phone number on two phones?

Yes. With Mobile+ you can have one number on two phones. The way the Mobile+ solution achieves this is with the Mobile+ mobile app.

Once a shared team number has been set up and a ring group configured, each person who wants to share the number will download the Mobile+ app onto their mobile phone. Everytime they call out they will display the shared number and everytime someone calls the number both phones ring simultaneously.

How does Mobile+ ensure compliance?

Mobile+ centralizes call records, making it easier to monitor and maintain compliance with regulatory requirements.

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Can I use one phone number on multiple devices?

Yes, Mobile+ allows a single business number to be used on multiple devices with shared team number. Get in touch to find out more.

Can I Have One Number on Two Phones with PiPcall Mobile+?

Yes, you can have one number on two phones using the PiPcall Mobile+ app. PiPcall’s solution allows multiple devices to share a single business number with Shared Team Number. Get in touch with our team to find out more.

FAQs

Freqently Asked Questions

eSIM Basics

eSIM functions

eSIM for worldwide travel

Troubleshooting

PiPcall

Shared Number

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