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FAQ

SIM CARD

1. REGISTRATION AND ACTIVATION OF THE SIM CARD

Before using the service you have to register yourself at myaccount.hopmobility.com. Please follow the detailed instructions printed on your SIM card, included are details that you will require when enter the “MyAccount” area.  After registration, you can login to your hop|mobility account, by visiting myaccount.hopmobility.com and entering your Global Mobile Number and/or Email Address and Password.

2. GLOBAL (+44) MOBILE NUMBER

When performing registration you can choose your personal Global +44 mobile number.  You will be presented with a range of 10 mobile numbers displayed during the “MyAccount” application.  The registration is free of charge and allows you to use additional services.

3. ADDITIONAL NATIONAL MOBILE NUMBERS

In addition to the Global (+44) mobile number you have the possibility to subscribe to other country specific mobile numbers.  The ranges of countries are being expanded continuously.  You can check the current availability in your “MyAccount” page.

The national mobile numbers are allocated for your stay in one of the respective countries, either on a long term basis or temporary basis, and allow you to make calls, send SMS and use data services at local tariff rates.

Examples:

  •  
Your US mobile number starts with +1.  This number is based in the United States and allows you to make and receive call at local rates when staying in the US.
  •  
Your UK mainland mobile number starts with +44.  This number allows you to make and receive call at local rates when staying on the UK mainland.

4. USAGE OF THE SIM CARD IN YOUR MOBILE PHONE

When you switch on your phone you may be prompted to enter the PIN code.  The default PIN code is “0000”.

Enter the PIN code if you are prompted to do so and follow the instructions printed on your SIM card. Please remember your PIN code.  Should you enter the PIN code incorrectly three times incorrectly your mobile phone will enter a locked state.  In this case you will be required to enter the PUK code to unlock the mobile phone.  You can find the PUK code printed on your SIM card.

Please note that in order to use hop|mobility services; a SIM-lock free handset is required. Your mobile phone should be to “Automatic Network Selection”.  For further information, please refer to the user manual of your mobile phone.

MAKE CALLS

1. MAKING CALLS WITH GLOBAL (+44) MOBILE NUMBER (CALL BACK)

If you are staying in a country where you do not have a national mobile number and you are connected to the network using the Global (+44) Roaming Number, then you will use the Call Back call procedure.  Using the Call Back procedure helps you to considerably reduce the cost for calling.  To make a call you will need to perform the following steps:

a. Dial the desired phone number as usual and then press the SEND key.

Example 1:

To call 0207 943 2772 in the UK, you will need to dial +44 207 9432772

Example 2:

To call 0793 797 9799 in Germany, you will need to dial +49 793 797 9799

b. Press the SEND key and then wait for the called party to pick up.
c. In 10 to 30 seconds your handset will ring you back.  Again, don’t worry; this is the hop|mobility servers calling you back.
d. Answer the call as normal and you will hear the ring tone on the called party’s mobile phone.

If your mobile phone does not connect, please try again.  Make sure you have entered the correct mobile number of the party you wish to call, including the country code and wait for up to 30 seconds, while the international connection is set up.  Please note that the country code does not need to be dialed when making a National call or sending an SMS.

2. MAKING A CALL WITH A NATIONAL MOBILE NUMBER, SELECTED BY YOU (CALL THROUGH)

If you are staying in a country, where you have subscribed for a National mobile number (e.g. US +1 or Germany +49), then you may dial the desired phone number directly, without having to use the Call Back procedure.

a. Using the SIM card for National calls whilst staying in the respective country, e.g. the US or any other of the National mobile numbers offered by hop|mobility, you can then dial directly, using Call Through, without having to put the country code first.

Example 1:

To call +1 213 337 5555 in the US, please dial (213) 337 5555

Example 2:

To call +44 207 9432772 in the UK, please dial 0207 943 2772

b. Press the SEND key and then wait for the called party to pick up.
c. Your call will be directly connected.

3. RECEIVING A CALL

There are 3 ways, your Business Partners, Family & friends can reach you at any time, wherever you may be in the world, so long as you are in our coverage area.

a. They can dial your Global (+44) or US (+1) or any other hop|mobility National mobile number. You are reachable on all active numbers, anytime, anywhere.
b. They can reach you on your VOIP number (identical to your Global number, but without the country code) at no charge to themselves, subject to them using a hop|mobility SIM card too. Please refer to Chapter 4 to find out how to use VoIP and Data.
c. They are using the Smart Call feature that allows calling at the lowest tariffs worldwide, subject to them using a hop|mobility SIM card too.

USING VOIP AND DATA

1 SETTINGS FOR VOIP

For VoIP service on you mobile phone, you will be required to enter the settings for network and/or Wi-Fi. Additionally, you may need to install an application (such as CsipSimple for Android, or NimBuzz for iPhone and Windows Phone), if your phone does not support VoIP or SIP telephony. The settings for your VoIP/SIP applications are as follows:

  • Authentication Name = 7937 XXXXXX (Your Global +44 mobile number, without country code)
  • Password = YYYYYY (Please use the same password that you use to login into “MyAccount“)
  • Server = sip.chilisim.com
  • Domain = sip.chilisim.com
  • Username = e.g. Your Own Name
  • Port = 5060
  • Protocol = UDP

2 SETTINGS FOR DATA SERVICES WHILE TRAVELLING ABROAD

Your SIM card can also be used for Data services. For the usage of data service on your laptop or tablet computer, if there is no built in SIM slot, you can use a USB Data Dongle (which you can purchase by clicking on the “Buy Now” tab. To configure, you simply need to input the following information:

  • APN = chili

SIM TOOLKIT MENU

1. HOP MOBILITY SIM TOOL KIT MENU
Android: Go to Applications, click on hop|mobility, the STK Menu is displayed on the screen. Choose the respective feature.
iPhone: Go to Settings, click on Phone, scroll down to SIM Application. Choose the respective feature.
Windows Phone: Go to Settings, click on Mobile Network (or Cellular), scroll down to SIM Applications. Choose the respective feature.

You can also visit www.hopmobility.com/devices for mobile phone screenshots describing how to access the hop|mobility SIM Toolkit Menu.

2. SEND TEXT MESSAGE

This service supports international test messaging. Simply go to the SIM Toolkit Menu and choose Send SMS, enter the number you wish to send the message (Remember to enter the country code, area code) to and compose the text message.

Example 1: To send a text message to “07937950041” in the UK, you need to enter “+447937950041”
Example 2: To send a text message to “(213)3375555” in the US, you need to enter “+12133375555”
Example 3: To send a text message to “077479267337” in Germany, you need to enter “+4977479267337”
3. CALL RATES

In order to avoid costly mobile calls, you are able to check the rate before you make the call. Go to the SIM Toolkit Menu and choose Call Rate. Enter the Country Code and Prefix you want to call, press OK. The rate per minute will be displayed. This is a free service, no charge applies.

4. BALANCE CHECK

Go to the SIM Toolkit Menu and choose Balance Check. Your account balance will be displayed on the screen. Press OK to clear the screen. This is a free service, no charge applies.

5. RECHARGE
1. DIRECTLY FROM YOUR MOBILE PHONE USING AN E-VOUCHER

Go to the SIM Toolkit Menu, select Recharge and choose Voucher. Enter the Voucher Number and press SEND.

2. DIRECTLY FROM YOUR MOBILE PHONE USING A CREDIT CARD

Go to the SIM Toolkit Menu, select Recharge and choose Credit Card. All your registered Credit Cards are shown. Select the one you would like to use and the amount you would like to recharge. Follow the prompts on the mobile phone screen.

3. DIRECTLY FROM YOUR MOBILE PHONE USING BORROW

Go to the SIM Toolkit Menu, select Recharge and choose Borrow. Confirm Y(es) or N(o). A maximum of EUR 2 or USD 2 will be transferred to your account. The credited amount will be automatically debited from your balance upon your next recharge.

4. ONLINE

Alternatively, you can sign into “MyAccount” on the hop|mobility website and credit to your account. You will need your mobile number and/or email address and password. A minimum recharge amount of EUR 20 or USD 20 applies.

5. AUTO RECHARGE

Please visit “MyAccount” on the hop|mobility website and follow the instructions to setup Auto Recharge for your account. You can enable or disable Auto Recharge at any time. You receive a message informing you of its status. A minimum recharge amount of EUR 20 or USD 20 applies. When your balance falls below EUR 10 or USD 10 the Auto Recharge instantly recharges your mobile account. You will receive a message when it occurs.

6. TRANSFER
1. DIRECTLY FROM YOUR MOBILE PHONE USING BALANCE ON-NET

Go to the SIM Toolkit Menu, select Transfer and choose Balance OnNet. Enter your mobile number inclusive of country code; enter the amount you wish to transfer, and press OK.

2. DIRECTLY FROM YOUR MOBILE PHONE USING AIRTIME (MINUTES)

Go to the SIM Toolkit Menu, select Transfer and choose Airtime. Enter your mobile number inclusive of country code; enter the amount you wish to transfer, and press OK.

7. ADDITIONAL SERVICES

This service is not implemented yet.

8. SMART CALL

Go to the SIM Toolkit Menu, select Smart Call. Enter a phone number (fixed line or mobile number), then enter B-Number (the phone number of the party you wish to call).

SETTINGS

1. CALLBACK

Go to the SIM Toolkit Menu, select Callback, and choose Mode Selection. Make sure that Regular is selected. Go back and select SMS Fallback and ensure that it is set to On.

2. COUNTRY

Go to the SIM Toolkit Menu, select Country. Ensure that either Global, US or any other country is selected; depending upon the country you are currently visiting or a country where you have chosen a national mobile number.

3. COUNTRY SELECTION

Go to the SIM Toolkit Menu, select Country Selection. The default setting is Automatic.

4. LANGUAGE

You may choose your preferred language of the SIM Toolkit Menu. Go to the SIM Toolkit Menu, select Language, and choose your preferred language.  Default is “English“.  Only English is supported for the moment.

MYACCOUNT (myaccount.hopmobility.com)

1. GET ANOTHER NATIONAL MOBILE NUMBER

You can apply for as many national mobile numbers as you wish. A monthly fee applies. Visit “MyAccount” and sign in with your mobile number and/or email address and password, to see a list of available national mobile numbers.

2. CALL ACTIVITY AND BILLING RECORDS

Records of your calls, text messages, data usage and recharges are updated instantaneously in your online account. To access your call records, visit “MyAccount” and sign in with your mobile number and/or email address and password. From the top menu, select Activities and then select the Period of the activities you wish to view.

3. VOICEMAIL

Voice Mail is automatically enabled on your account. A caller will be directed to Voice Mail if you don’t answer the call, if your mobile phone is busy or switched off. You will be sent a text message when you receive a Voice Mail. To change the settings visit “MyAccount” and sign in with your mobile number and/or email address and password.

4. CALL FORWARDING

Calls to your US and UK and/or national mobile number, may be forwarded to any other number you wish. The standard rate for the call applies. To change the settings visit “MyAccount” and sign in with your mobile number and/or email address and password.

COVERAGE, RATES AND OTHER FEATURES

1. COVERAGE

To find out information on coverage, rates and additional feature applicable to your service, visit www.hopmobility.com/rates-coverage.

2. RATES

To find out information on coverage, rates and additional feature applicable to your service, visit www.hopmobility.com/rates-coverage.

HANDY HINTS

1. GENERAL
1. This service requires a SIM Lock Free Handset.
2. Your mobile phone should be set to “Automatic Selection Mode”. Refer to the user guide of your mobile phone.
3. Before embarking on a journey, please ensure that all your phone book contacts are in international format.
4. Ensure Data Roaming is disabled.  You can activate it once you have determined the price per MB is affordable.
2. EMERGENCIES

In case of emergencies (Ambulance, Fire or Police), dial the following:

US: 911
UK: 999
EU: 112
3. PERMANENT AND TEMPORARY MOBILE NUMBERS

Your Global (+44) mobile number is retained indefinitely as long as you recharge minutes. In case of inactivity over a period of 3 months, a monthly charge based upon the current active tariff applies and will be debited to your account.

Your US (+1) mobile number remains active and will receive calls and text messages for 1 (one) month after last usage of the service. Please note, after re-activation of the US mobile number, you may receive a new US mobile number. You can also pay a small monthly fee to extend the life of your US mobile number. Simply visit “MyAccount” and sign in with your mobile number and/or email address and password and click on “Subscriptions”.

Other national mobile numbers remain active for 1 (one) month after the last usage or as long you continue to pay the monthly fee.

4. USAGE OF DATA SERVICES

Prepaid Data is available in over 150 countries worldwide (refer to www.hopmobility.com/rates-coverage) and allows you to access the internet, instant messaging and email, so long as your mobile phone is able to support these features.

In order to access Data services you may be required to select a different network. Please visit www.hopmobility.com for further information.

TROUBLESHOOTING

1. CUSTOMER SERVICE

If you are having issues or service interruptions during this service, please get in touch with us, using the following methods:

2. YOUR MOBILE PHONE DOES NOT DISPLAY A MOBILE NETWORK
a. If you are prompted to enter a PIN, please do so. You will find the PIN printed on your SIM card. The default value is “0000”.
b. Check that you are in a location that has coverage. If you are in a remote location, or are underground, you may not have coverage.
c. Try switching the mobile phone off and on again. This will force the mobile phone to refresh and search for a network.
d. For further assistance, please contact hop|mobility Customer Service.
3. YOUR PHONE DISPLAYS A MOBILE NETWORK, BUT YOU CAN’T MAKE A CALL
a. If you are prompted to enter a PIN, please do so. You will find the PIN printed on your SIM card. The default value is “0000”.
b. Check that you are in a location that has coverage. If you are in a remote location, or are underground, you may not have coverage.
c. Try switching the mobile phone off and on again. This will force the mobile phone to refresh and search for a network.
d. For further assistance, please contact hop|mobility Customer Service.