Frequently asked questions

How to unlock my phone?


A. Consult with your service provider. Your service provider can validate whether your phone needs to be unlocked or is already unlocked when you purchased. Please note if you purchased your device after Dec 1st 2017, it should be unlocked already. If you own an older phone purchased in Canada before Dec 1st 2017, your service provider would unlock it for free of charge. There may be some conditions applied. B. Devices purchased and imported to Canada Any device purchased and imported to Canada, please consult to your current service provider. Your phone can be unlocked by your service provider and unlock fee will be applied. The fee rate is different depends on your wireless carrier. C. 3rd Party Unlock services Your local mobile phone store or online 3rd party online unlocking service is available. FWS is not affiliated with any unlocking service provider nor making any profit by working with them. You could search your local service providers or online service providers online. In order to using unlocking service, you will need to provide IMEI number. Please make sure your phone is unlock with some lead time before your travel.




How to check if my phone is unlocked?


It is important to ensure your phone is unlocked prior to your travel. There is a quick way to check.
Your Device is NOT Unlocked: Simply, power off your device and insert FWS SIM card. Then power it on. If you receive an error message, "SIM not found," or any other message indicating that your device is not recognizing the new SIM card, you would need to contact your wireless service provider or contact 3rd party company that helps with unlocking your device. Your Device is Unlocked: Turn off your device and insert FWS SIM card. When power is on, if there is no error message but you are asked to enter for PIN, your device is unlocked. *Note: Unlike other roaming service providers, you can check whether your device is unlocked right on the spot and also it will connects to the network in Canada for better testing. A few areas in northern provinces, you may not connect to network.




FWS Shipping Policy


Worldwide Free Shipping We offer world-wide free shipping to most countries worldwide. FWS Prepaid SIM cards will be shipped to Canada and US addresses (excluding Alaska and Hawaii) are free of charge except special express shipping or regions require logistical processes.​ Shipping to some countries outside the US and Canada are provided through third-party logistics service providers.Once your online order is submitted, FWS will process and initiate administrative works on all order. Please refer to our shipping policies very carefully for planning your desired plan Shipping is not available for the following countries:

  • All countries within South America
  • All countries within Africa
  • Certain countries in the Middle East.
Please contact our customer care reps to find out if FWS has shipping options available for your country. If no shipping option is available, consider shipping your order to your U.S. destination or hotel. Lead Time Required In order to processing and customizing your SIM service, FWS require 2 business days before shipping. Plus there will be 2-10 business days to receive your shipments. Please ensure you order your prepaid SIM card with enough lead time. FWS cannot guarantee on time delivery as we have no control over processing timeline for each destination’s Duties and Customs agency.​ Free Shipping services to Canadian Addresses All shipments within Canada will be sent using Canada Post Lettermail. Estimated arrival time is within 2 - 8 business days after order is processed by FWS staff. Due to the nature of Canada Post Lettermail, there is no tracking number. For special request, shipment can be made using an express service with extra charge.(flat rate of CAD$20). Please see "Express 2 day Shipping service section below. Free Shipping service to US Addresses All shipments to the USA will be sent using Canada post Lettermail or US Post service depending on the send destination (*please note some exceptions may apply). For any shipment using Canada Post Lettermail, there is no tracking number assigned. For any shipment using US Post service, there will be a tracking number assigned and FWS customers will be provided upon processing the order. All shipment to US addresses will take 2-10 business days. Express 2 day Shipping service to Canadian or US address There will be extra charge and you can specify shipping option when ordering your SIM. By entering your destination address including postal code/ZIP code, it will automatically applies a flat rate. Shipping Address Please make sure to enter a correct shipping address. FWS is NOT responsible for any lost or delayed deliveries of shippment to due incorrect address input. Please check your address when you are placing an order. If you find an error, please notify FWS via email "No later than 2 business days." Please use the following title (URGENT: ADDRESS CORRECTION) when sending us a correction request. Please note all orders will be processed within 2 business days after receiving your order. All request must be submitted before the completion of processing your order. FWS is not responsible for any undeliverable shipments due to incorrect address input and FWS will not process any returns nor refund due to an incorrect shipping address. Shipping to hotels in the USA Please note FWS will process and ship your order to specified mailing address including a local hotel in the USA or Canada. Please ensure the hotel you are staying can receive your shipment on your behalf. It is particularily important as some hotels do not provide mail receiving services and it often results in reject/return delivery. FWS will not process any refunds or returns when its shipment is refused by a hotel where the package is delivered to. International Shipping Please be advised, the International shipping may take longer due to the unexpected nature of delays or logistics processes. FWS requires 2 days of administrative work, and then international shipment will be placed. For most of international destinations excluding Africa, Middle East, and South America would take 7-20 business days for shipping. Thus please allow additional time to receive your shipment when planning your trip. Please note that some regions may not guarantee tracking number for your shipment. Duties and Taxes Your order may be subject to local customs fees, duties, taxes or brokerage fees – as a customer, it is your responsibility to evaluate these possible fees, as FWS bears no responsibilities for any duties, taxes, or brokerage fees placed upon your order, nor are we responsible for declared values via your order. FWS cannot/will not be held responsible or liable for any duty, fee, tax, brokerage fee or otherwise, and will not issue any refund, credit or re-ship any item due to such fees. In addition, please consider possible delays in package delivery to your destination due to Duties and Customs processing time. FWS cannot guarantee on time delivery as we have no control over processing timeline for each destination’s Duties and Customs agency.




FWS SIM not recognized in Samsung S6, S7 and S8


Although our SIM cards work in most unlocked devices, we have reports of an issue when using our SIM card in Samsung S6, S7 and S8 devices causing the SIM card not to work. Upon investigation we have discovered a way of rectifying this issue until a permanent resolution can be found. Customers will need to insert their Roaming SIM card into an alternative unlocked device and disable or change the default PIN code of 0000. Once disabled or changed, re-insert the SIM card into the Samsung device and the SIM card will now be recognized.




How do I activate FWS SIM card?


Upon completion of the order, you are asked to enter your duration of service with a start date. FWS will take care of everything including SIM activation. In case of any changes, such as change of start date, or extending the service period, please contact us at SimAdmin@flywithsims.com. Your request will be processed in timely manner.




What is my local number?


You will receive your roaming number once you have registered your account. This number can be viewed at any time on the dashboard of your account or by dialing *123# from your device. For iPhone 5 (iOS 10.3.3) 1.Touch Settings. 2.Scroll to and touch Phone. 3.Your phone number will be displayed. For many versions of Androids 1.From the Home screen, open “Settings“. 2.Scroll down and select “About phone” or “About device“. Some versions of Android display the phone number on this screen. If not, proceed to step 3. 3.Select “Status” or “Phone identity“.




Can I forward my number in Canada to my US number?


Unfortunately this service is not avaiable. We are keeping the price low and some of the services are removed. In return, enjoy our amazing "UNLIMITED All IN ONE" service during your travel in the US.




What are the supported network bands & technology?


Network technologies 4G LTE Frequencies: Band 2 (1900 MHz), Band 4 (1700/2100 MHz), Band 5 (850 MHz), Band 12 (700 MHz), Band 66 (Extension of band 4 on 1700/2100 MHz), Band 71 (600 MHz) Voice and data services can work simultaneously only on VoLTE. (If VoLTE is turned off or the device does not support it, then LTE is only data.) 4G LTE offers incredibly fast download speeds, up to 50% faster speeds than 3G. VoLTE VoLTE (Voice over LTE) allows you to place and receive calls on our LTE data network, and it's available nationwide. Placing a call connects twice as fast. Switching between 4G VoLTE and Wi-Fi Calling does not drop a call. HD Voice on VoLTE HD Voice is a feature that improves in-call voice quality nationwide for compatible phones. Voice call quality is more true-to-life, with less background noise. It automatically activates, if you and the person you're calling are both using supported phones on VoLTE. Enhanced Voice Services (EVS) is another codec for HD Voice that further enhances call quality. It is available on specific device models, such as those made by Apple. Wideband LTE Wideband LTE delivers up to 50% faster LTE speeds, on a network that's already delivering blazing fast speeds. Increasing to wideband provides both greater speeds and the ability to handle more customers. This is created by expanding our basic 5 + 5 or 10 + 10 LTE capacity and increasing it to 15 + 15 or 20 + 20. 4G (HSPA+) Frequencies: Band 2 (1900 MHz), Band 4 (1700/2100 MHz) Voice and data services can work simultaneously. 4G offers incredibly fast download speeds, nearly as fast as 4G LTE. 3G (UMTS/HSPA) Frequencies: Band 4 (1700/2100 MHz) Voice and data services can work simultaneously. 2G (GSM, GPRS, EDGE) Frequencies: Band 2 (1900 MHz) Voice and data services cannot work simultaneously when on GPRS or EDGE. Data does not work while on a call. Data speeds vary depending on its operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site. USB laptop sticks almost always offer higher speeds than smartphones, because they use the power of a laptop with larger batteries, processors, and other technologies. Also, downloading information is faster than uploading. There is no way to predict an exact speed with so many factors affecting your experience. *Not all LTE frequencies are available in all T-Mobile coverage areas. **For the best experience, we recommend using streaming services over 4G and 4G LTE.









Contact us

simadmin@flywithsims.com

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