Passport Service

If you are a frequent international traveler, or you are traveling for a longer period of time, then the Passport service is for you.

You get one phone number that works in over 100 countries and you save up to 90% on international roaming costs!

Benefits:

• Includes bonus call credit
• Use in over 100 countries
• Rates from USD 49c per minute
• Free to receive calls in more than 50 countries
• FREE for family and friends to call you (USD 39c per minute surcharge applies)
• Connection fee of USD 25c
• Easy to use voicemail
• 24/7 Customer Service
• Free to receive text messages
• Send international text messages from USD 49c each
• Recharge minutes anytime via the phone or web, or enable auto-recharge
• It is prepaid, so no contracts, no credit checks and no monthly fees
• View call records and receipts online
• Easy to use call forwarding
• Receive a United Kingdom +44 phone number

User guide | Rates | Coverage | Features | Getting started | Making calls | Receiving calls | Recharge | Customer service | Service life | Handset compatibility | Tips

User guide

Download a print-friendly version of the user guide.

User guide - for US residents (74kb PDF file)
User guide - for UK residents (74kb PDF file)
User guide - for Australian residents (74kb PDF file)

Rates

Determine the zone for the country you are traveling to and use the table above to find the applicable rate. A per minute surcharge applies to call some non-key countries. View applicable countries

For example:
- The cost of a call from the United Kingdom (zone 1) to a landline in any other country is $0.49 USD per minute and to a mobile phone is $0.84 USD per minute.
- The cost to receive a call when you are in France (zone 1) - nothing!

All rates quoted in US dollars. You are billed in 1 minute increments. A USD 25c connection fee applies.
^ The cost of calling a mobile phone in the United States and Canada is the same as calling a landline.
- This service does not support sending text messages to CDMA phones. Text messages to United States can be sent to AT&T, Cingular and T-Mobile numbers only.

Coverage

Make calls from over 100 countries

Cruise ship coverage (select ships only and coverage on 1900MHz GSM frequency band only)

Features

Voicemail
Voicemail is automatically enabled. An inbound caller will be directed to voicemail if the call is not answered within 30 seconds, if the phone is switched off or if there is no coverage. A text message will be sent to notify you of a new voicemail.

To listen to voicemail, dial 121 from your phone and press the call, send or OK key (ignoring any messages on the screen). The messages will be played in order of last received.
Charges apply.

To change your greeting message, dial 732 from your phone and press the call, send or OK key (ignoring any messages on the screen).
To disable voicemail, dial 866 from your phone and press the call, send or OK key (ignoring any messages on the screen).
To enable voicemail, dial 869 from your phone and press the call, send or OK key (ignoring any messages on the screen).

Balance inquiry
Dial 187 and press the call, send or OK key (ignoring any messages on the screen). The account balance will be sent in a text message.
No charge applies.

Recharge minutes
Dial 191 and press the call, send or OK key (ignoring any messages on the screen).
You will be connected to the Self service recharge menu. Have your credit card handy.
No charge applies.

Customer service
Dial 154 and press the call, send or OK key (ignoring any messages on the screen).
You will be connected to 24/7 Customer Service.
Charges apply.

Toll-free calling
Toll-free calling lets your family and friends call you at no charge to themselves. To call you, they simply dial a toll-free access number that you provide to them and then enter your phone number. Their call will be forwarded to your mobile phone. They will not be charged. You will be charged a USD$0.39 per minute surcharge to receive the call.

To enable, dial 373 and press the call, send or OK key (ignoring any messages on the screen).
To disable, dial 282 and press the call, send or OK key (ignoring any messages on the screen).
Please note a call is not made. You will receive a message saying Toll-free calling is either enabled or disabled.

Auto-recharge
Auto-recharge automatically recharges your account with USD$30 when your balance falls below USD$5. The automatic recharge is instantaneous and you receive a text message when it occurs.

Enable or disable Auto-recharge at any time by signing into your account online or by calling Customer service. You can also change the minimum balance and the charge amount.

To enable, dial 171 and press the call, send or OK key (ignoring any messages on the screen).
To disable, dial 393 and press the call, send or OK key (ignoring any messages on the screen).
Please note a call is not made. You will receive a message saying Auto Recharge is either enabled or disabled.

Call forwarding
Calls to your phone number may be forwarded to any other number. You will be charged the standard rate for zone 1 landline or mobile, depending on whether the call is forwarded to a landline or mobile phone.

To enable, dial 102+ followed by the country code and number you wish to forward to (for example 102+18582742686), then press the call, send or OK key (ignoring any messages on the screen).
To disable, dial 103, then press the call, send or OK key (ignoring any messages on the screen).

Getting Started

Your Passport service SIM card is already active for you. Your phone number and PIN are printed on the enclosed letter. Please read it carefully and keep in a safe place. When you receive your package, you should:

1. Check that the SIM card is correctly inserted and secure.
   * The SIM card is already inserted into your phone if you ordered one. The SIM card is the small chip card located in the back of the phone. It allows you to connect to the network.
2. Attach the fully charged battery to the phone.
3. Turn the phone on.
   * Refer to your handset user guide on how to turn it on.
4. Enter the 4-digit PIN found in your enclosed letter and press OK.
   * Your PIN code is a four digit code printed on the enclosed letter.
   * Please enter the PIN correctly. The service will be blocked if the PIN is entered incorrectly 3 times. If your SIM is blocked you will have to contact Customer Service to unblock it. When the phone registers with an available network (30-120 seconds) it is ready for use.

Making calls

Using the Passport service is a little different from normal calling but so easy!

Important:

• Always dial the full international phone number
• After dialing, you will be briefly disconnected and receive a call back. Answer normally like when receiving a call and wait for your call to be connected.

How to make a call

1. Enter + (Hold down the + key until you see a + on your screen).
   Entering '+' replaces the need to dial the international dialing code for the country you are in.
2. Enter the country code (1 for the US, 61 for Australia, 44 for the UK, etc), area code (without the leading 0) and phone number.
   Example: To call (213)337-5555 in the US, you would dial 12133375555; to call 03-9010-0225 in Australia, you would dial 61390100225, etc.
3. Press the call key or similar and wait for the call back.
   Ignore any messages shown on your screen. You will be disconnected for 10-30 seconds then your phone will call back.
4. Answer the call normally.
   Your call will be connected after a few seconds.
5. Hang up normally once you finish the call.

Prefix dialing (how to make a call when call back does not occur)

If the call back does not occur, or if you hear a message saying the call cannot be completed, your handset may not be fully compatible. To resolve this problem, all you need to do is enter the number you wish to call prefixed with *126* followed by country code, area code (without the leading 0), phone number and #.

Example 1: if you wish to call 03 9010 0225 in Australia, you would dial *126*61390100225#
Example 2: if you wish to call 0207-943-2772 in the UK, you would dial *126*442079432772#
Example 3: if you wish to call 213-337-5555 in the US, you would dial *126*12133375555#

Receiving calls

How to receive a call

Just like at home…when your phone rings simply answer the call.

Family and friends can call you for free (Toll-free calling)

You're about to travel, but your family and friends think that since you are traveling the world it will be too hard and too expensive to call you. Toll-free calling is the answer! Toll-free calling makes it easy for family and friends to call you at no charge to them.

Here's what to do:

1. Give your family and friends your Passport service phone number.
2. They dial our toll free numbers from a landline or payphone
   
   US & Canada - 1-866-305-6462
   Australia - 1-800-261-038
   France - 0805-101-177
   Germany - 0800-000-6485
   United Kingdom - 0800-376-5637
   


3. They listen to the prompts and enter your number.
4. Your phone will ring and you're chatting away - at no cost to your family or friends. And if you don't answer, they can leave you a voicemail.

Your family or friends will not be charged. You will be charged a USD$0.39 per minute surcharge to receive the call.

Please note: Family and friends can only call toll free from the United States, Australia, Canada, France, Germany or United Kingdom. It is free to receive calls in zone 1 countries. In other countries there is a per minute charge to receive the call.

Recharging your account

Buying more calling time is simple. Use your American Express, Mastercard or VISA card to add USD $30, $50, $100, $150 or $200 to your account.

There are five easy ways to recharge your account.

Using the website

Recharge online now!

Using a landline, hotel or payphone (toll free call)

1. Dial the toll free access number for the country you are in.
2. Enter your phone number then press the hash key.
3. Press 1 to recharge using the Self-service phone menu.
4. Follow the voice prompts to recharge your account.

Note: a per minute rate applies to call a toll-free access number from your mobile phone.

Using your Passport service phone (the call is free)

1. Dial 191 from your phone
2. Press the call, send or OK key (ignoring any messages on the screen), and wait for the call back.
3. Answer the call normally.
   After 10-15 seconds your call will be connected.
4. Follow the voice prompts to recharge your account.

Via 24/7 Customer Service (charges apply)

1. Dial 154 from your phone
2. Press the call, send or OK key (ignoring any messages on the screen), and wait for the call back.
3. Answer the call normally.
   After 10-15 seconds your call will be connected.
4. Follow the voice prompts to speak with Customer Service.

Using Auto-Recharge

Auto-recharge automatically recharges your account with USD $30 when your balance falls below USD $5.

Enable or disable Auto-recharge at any time by signing into your account online, by calling Customer Service or by dialing a short number on your phone (refer to Features). You can also change the minimum balance and the charge amount.

The automatic recharge is instantaneous and you receive a text message when it occurs.

Contacting Customer service

From landlines, hotels and payphones:

1. Dial the access number for the country you are in.
2. Press 0# to speak to Customer Service.
   Press 0 for English
   Press 1 for French
   Press 2 for German
   Press 3 for Portuguese
   Press 4 for Spanish
   Press 5 for Italian

Note: a per minute rate applies to call a toll-free access number from your mobile phone.

From your mobile phone (charges apply):

1. Dial 154 from your phone
2. Press the call, send or OK key (ignoring any messages on the screen), and wait for the call back.
3. Answer the call normally.
   After 10-15 seconds your call will be connected.
4. Follow the voice prompts to speak with Customer Service

Service life

You must use a charged service (such as making a call, or sending a text message), or recharge within any 9 month period, otherwise your remaining credit will expire. You can restore the expired credit by contacting Customer Service and recharging your account by a minimum of USD$30.

You must recharge at least once every 15 months to keep the SIM card active.

Handset compatibility

This service works with virtually all handsets. If you have difficulty using the service in your handset, please contact Customer Service

Tips

Making calls

• Before you go, enter all your phone numbers into the address book of your new mobile handset for quick and easy dialing when you are traveling.
• Enter all phone numbers in the international format, starting with the country code (1 for the US), area code (without the leading 0) and phone number.
  For example 12133375555, if the number is(213)337-5555 in the US; 61390100225 if the number is 03-9010-0225 in Australia; etc.
• If you are using Prefix dialing, make sure you enter # at the end of the number.
  For example to call 0207-943-2772 in the UK, you would dial *126*442079432772#.

  Messaging

  • This service does not support Multimedia Messaging (MMS). So if you have a camera phone you will need to use the USB cable to download to a computer and send them via email.
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