Frequently Asked Questions

SIM Design

Want to know more about the KOKO SIM cards design ?

The KOKO SIM card uses multi-IMSI technology and is therefore different then any local SIM (IMSI stands for International Mobile Subscriber Identity).
To avoid technical terms we call the IMSI`s profiles and the KOKO SIM has the following profiles:
  • Oris: this profile allows to make normal call through calls in the following countries:
    Albania, Anquila, Antiqua and Barbuda, Argentina, Armenia, Australia, Austria, Azerbaijan, Barbados, Bosnia and Herzegovina,  Brazil, British Virgin Islands, Cambodia,  Cayman Islands, Chile, China, Colombia, Costa Rica, Croatia, Dominica, Domincan Republic, Ecuador, El Salvador, Georgia, Ghana, Greece, Grenada, Guatemala, Hong Kong,  India, Italy, Japan, Jordan, Kazakhstan, Kyrgystan, Liechtenstein, Macau, Macedonia, Madagascar, Malta, Mexico, Molodova, Montenegro, Montserrat,  Morocco, Mozambique, New Zealand, Nicaragua, Niger, Nigeria, Panama, Peru, Philippines, Portugal, Russia, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and Grenedines, Serbia,  Sierra Leone, Singapore, Slovenia, South Africa, South Korea, Sri Lanka, Sweden, Tajikistan, Thailand, Turkey, Turks and Caicos Island, Ukraine, Uruguay, Venezuela

     
  • EU: this profile allows to make normal call through calls in the following countries:
    Belgium, Bulgaria, Canada, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Hungary, Iceland, Ireland, Israel, Latvia, Lithuania, Luxembourg, Mauritius, Netherlands, Norway, Poland, Puerto Rico, Romania, San Marino, Slovakia, Spain, Switzerland, United Kingdom, United States

     
  • ASIA-US: this profile allows to make normal call through calls in the following countries:
    Taiwan

     
  • Global+: this profile allows to make normal call through calls in the following countries:
    Afghanistan, Bahamas, Bangladesh, Belarus, Belize, Bermuda, Burkina Faso, Burundi, Congo RDC, Faroe Islands, Fiji, Greenland, Haiti, Honduras, Indonesia, Isle of Man, Jamaica, Kenya, Malaysia, Myanmar, Papua New Guinea, Samoa, Seychelles, Tonga, Zambia

     
  • Global: this profile allows to make callback calls (callback works as follows: dial the number you want to connect with > the SIM will end the call > after a few seconds your device starts ringing > answer the call and the connection with the previous dialed number will be established) in the following countries:
    Algeria, Andorra, Angola, Aruba, Bahrain, Benin, Bolivia, Brunei,  Cameroon, Cape Verde, Central African Republic, Chad, Congo, Cuba, Djbouti, East Timor, Egypt, Equatorial Guinea, Ethiopia, French Polynesia, Gabon, Gambia, Guam, Guernsey, Guinea, Guyana, Iran, Iraq, Ivory Coast, Jersey, Kuwait, Laos, Lebanon, Lesotho, Liberia, Libya, Malawi, Maldives, Mali, Martinique, Monaco, Mongolia, Namibia, Nepal, Netherlands Antilles, New Caledonia, Oman, Pakistan, Palestine, Paraguay, Quatar, Rwanda, Saudi Arabia, Senegal, South Sudan, Sudan, Suriname, Syria, Tanzania, Togo, Trinidad and Tobago, Tunesia, Turkmenistan, Uganda, United Arab Emirates, Uzbekistan, Vanuatu, Vietnam, Zimbabwe
With all profiles a connection is possible when allowed, only difference is the type of call (call through or callback) and most important the rate plans are different.
The Global profile is the primary profile (Global coverage), therefore the SIM always briefly tries to connect to a network on the Global profile and then, if necessary, needs to switch to another profile. 

Besides the default profiles it might be, depending on the agreement, possible to add local profiles to the KOKO SIM card (e.g. German, Dutch, Spanish etc.)
For availability check your MyAccount (SIM card functions > SIM Settings > Additional numbers or SIM Options).

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Validity SIM Card

How long is my KOKO SIM card valid ?

The validity of the KOKO SIM card depends on the amount of usage. 
When using the SIM regularly it will not expire, but If you do not use the SIM card for a period of 180 days, a small monthly processing / number reservation fee (currently CHF 1.00) will be debited from the balance of the SIM from the 180 +1 day on. If the credit is completely used up, the SIM card will remain registered in the system for 365 days. During this time, you can top up your pre-paid SIM card for further usage. After that, your Mobile SIM card will become invalid. 

Hint: when making sure a change in balance occurs within the 180 days, the counting starts all over again. A change in balance can be done by making a call, sending a SMS, using a data session or recharging of the SIM.

 

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How to Start

How do I start using my KOKO SIM card ?
  1. Make sure to the device is fully unlocked (no SIM lock, Regional lock, Network lock etc).
    If it does, please contact your current network provider or the vendor of the device.

     
  2. Switch the device off and insert the SIM card.
    If you are asked to enter the SIM PIN code, you will find it on the plastic holder were the SIM was originally attached to or login into your MyAccount and enter the stated PIN code in the device (the default PIN code is "0000" - four times zero).
    Note: devices can also ask for other PIN codes (a device unlock PIN code or a network unlock PIN code or even the SIM PIN code of a previous inserted SIM card).

     
  3. When installing the SIM card the first time, a vast amount of data is matched with the device, so the network search and configuration usually take several minutes. 
    In some cases (depending on the country, the device and the quality of the connection) it can take up to an hour.
Note: If the data service is not available (voice calls work, but data roaming doesn't), make sure that the roaming settings are activated on the device and the Access Point Name (APN) is set to "chili" (also see: "Mobile Data").

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How to Start: Set-up Requirements

What do I need to look out for when I put the SIM card into my mobile device ?
  1. Make sure that to put the right-sized format (regular, micro or nano) in the right SIM slot of the device, in accordance with the manufacturer's instructions.
    Please note: KOKO accepts no liability for any damage resulting from incorrect insertion of the SIM card in the device.

     
  2. When using a dual SIM device insert the KOKO SIM card in SIM slot 1, since this slot often supports more network frequencies then SIM slot 2 (see device capabilities).
     
  3. When using a LTE device set the network mode to 3G for a more stable network connection.
     
  4. Always set the network selection on the device to "Automatic selection".
     
  5. Make sure the Caller ID is enabled on the device, since anonymous calls are not allowed while roaming.
     
  6. When traveling to a different continent make sure your device supports the network frequencies of the country (also see: "Network Frequencies").
     
  7. When traveling between countries always reboot the device upon arrival, since only enabling/disabling the flight mode function prevents the SIM from switching profiles.

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Phone number activation

How do I activate my KOKO phone number ?

Select and activate your KOKO phone number during the registration process.
With this number you can be reached in over 180 countries all over the world and incoming calls in over 50 countries, including all European countries, are free of charge.

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Registration: How to register

How do I register my KOKO SIM card ?

Before the KOKO SIM card can be used a personal account (MyAccount) needs to be created.
Please go to https://my.koko-mobile.com/myaccount/ and follow the instructions.

Here you can register, by opening your personal MyAccount, and activate your KOKO SIM card.
After registration, you can access your MyAccount at any time by entering your phone number or email address and password.

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Registration: Why do I have to register

Why do I have to register with my personal details ?

International telephony legislation requires registration.

Note: personal information will not be shared with 3rd parties!

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Trouble Shooting: Cannot Login to MyAccount

I cannot login to my KOKO MyAccount ?                          

Please make sure you are really trying to login to your KOKO MyAccount.                            

Login credentials to MyAccount are always as follows:
  • URL: https://my.koko-mobile.com/myaccount/
  • Username: your registered email address or your KOKO phone number
  • Password: only known to you, otherwise follow the password retrieval procedure by clicking on "Forgot your password?" on the login page 
If the issue persist, please contact our support team at support@koko-mobile.com.  

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Trouble Shooting: Cannot Register a new Account

Having troubles to register a new account ?

Most common reason for not being able to complete the account registration is missing mandatory information. All fields marked with a "*" need to have an entry. Often the following details are missing:
  • Date of Birth
  • Nationality
  • ID number (passport or national ID card)
  • Address
Please make sure all mandatory information is provided.

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How to make a Call

How do I make a call ?

In call-through mode: Make your call as usual by dialling the desired number and wait until the connection is established.

In callback mode: Dial the desired number and press the "Call" button. Unlike a conventional call (known as "call- through"), the call is made in the reverse sequence. Wait a few seconds until your mobile phone rings (call from your own number). Accept the call as usual by pressing the "Call" button again and the connection with the dialled number will be established.

Note: Whether the call is made as a callback or call-through depends on where you are, and is automatically detected by the SIM card.

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How to make a Call in Callback Mode

How do I make calls when using the callback mode ?

Making calls in countries where there is no local or regional solution can be done by using the callback mode.

Callback functions as follows:
  1. dial the number you want to connect with in international format (e.g. +41 76 1234 567)
  2. the SIM will end the call (please ignore possible messages displayed)
  3. after a few seconds your device starts ringing (call from your own number)
  4. answer the call and the connection with the dialed number will be established
Note: During the callback process, the mobile phone will give some messages about the status of the callback setup, these messages can be ignored.

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My Number check

How can I verify my KOKO phone number ?

Dial the following USSD Short Code on your mobile device:  *135#
A message will be displayed with the phone number visible to a 3rd party (caller ID).

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Premium Numbers

Does the SIM support calls or SMS to premium numbers ?

The KOKO SIM card does not support calls or SMS to premium numbers.

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Trouble shooting: Not possible to make outgoing calls

When it is not possible to make outgoing calls, but incoming calls are working fine

Please make sure to dial a number in the correct international format and/or verify if the caller ID is enabled on the device (anonymous calls are not allowed while roaming).
  • Numbers must be dialled in international format (country code, area code minus leading zero and phone number).
    Also see: https://en.wikipedia.org/wiki/List_of_country_calling_codes or http://www.numberingplans.com/?page=plans&sub=phonenr  

     
  • The caller ID must be enabled at all times, since anonymous calls are not allowed while roaming. To verify this device setting proceed as follows:

    Android: Go to the phone > select Call settings (in phone menu) > Additional settings > Caller ID
    iOS: Go to Settings > Phone > Caller ID
    Windows: Go to phone > select settings/call settings (in phone menu) > show my caller ID

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Additional Charges

Are there any additonal charges ?

No there are no hidden extra charges such as network connection costs, billing charges, user account charges and so on, nor any basic charges or contractual commitments.

Note: Only charge that can be considered as additional, is the number reservation fee when the SIM is not used for a period of 180 days (also see: "Validity SIM Card")

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Billing increments per Service

Which billing increments are applied per service ?

The billing increments are:
  • Voice calls are charged in increments of 60 seconds.
  • Mobile data traffic is charged in increments of 10 KB.
  • SMS messages are charged per item.

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Charging of a Service starts at...

When does charging of a service start ?

Charging per services as follows:
  • Voice calls are charged as soon as the 3rd party answers the call.
    Note: No charging will apply for the callback or while waiting for the callback.
  • Mobile data sessions are charged when closing the data session, however small amounts will be reserved during the session.
  • SMS messages are charged at the moment of sending.

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Rates Information

Where can I find information about rates ?

While arriving in a new country an welcome SMS will be send with the tariffs in the country.
The welcome SMS can be requested at any time by dialing *141#.

Other ways to find a certain rate are:
  1. Via the online rate calculator in your MyAccount (https://my.koko-mobile.com/myaccount/):
    Go to "Tools" > and select "Rates"

     
  2. Via the SIM Services or SIM Toolkit application:
    Go to "SIM Services" or "SIM Toolkit" > select "Call Rate" > enter at least the country code and the provider prefix (e.g. +4176) or the whole number > press "OK" and a call rate will be displayed

     
  3. Via USSD short code:
    Dial *130*<PhoneNumber># (at <DestnationNumber> provide the phone number you want to call e.g. *130*+41761234567#) 

     

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Summary of Activities & Costs

Where will I find a summary of all my activities including the costs ?

You can access a detailed summary of all activities, including the costs, in MyAccount at any time.
It is even possible to subscribe to a monthly summary, which will be send to your registered email address in a PDF (MyAccount > SIM card functions > SIM Settings > SIM Options).

Please go to https://my.koko-mobile.com/myaccount/ and log in with your phone number or email address and password. Follow the instructions for activities (in "MyAccount overview" > SIM activities) and select the period you want to see.

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ICCID number

Why do I need a ICCID number ?

The ICCID number is the serial number of the SIM card and is needed for the initial activation of your KOKO SIM card.

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PIN Code

Why do I need a PIN code ?

​The PIN code is needed when having the SIM PIN security enabled on a device.
Everything regarding the PIN code can be managed in the security settings of a device (e.g. enable/disable, change the PIN code etc).

 

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PUK Code

Why do I need a PUK code ?

The PUK code is needed for the initial activation of your KOKO SIM card.
Furthermore t
he PUK code is needed when the SIM PIN code has been entered wrong too many times (device will ask for the PUK code to unlock the SIM).

Note: be careful, since you only have limited attempts (often 3 attempts) to enter the PUK correctly. If you make a mistake, the SIM card will be blocked. When this happens you need to contact the Support Team.

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Lost SIM card

I lost my SIM card, what should I do ?

Have your SIM card blocked to prevent illegal usage by sending an email to support@koko-mobile.com

How to obtain a replacement SIM card:
If you want to obtain a replacement SIM card, please follow the procedure in your MyAccount.

Go to MyAccount > SIM card functions > SIM settings > Order a replacement SIM (bottom right of page)


When we issue a replacement SIM, a replacement procedure will be performed. This procedure will transfer all information (e.g. phone number, balance, settings and history) from the lost SIM to the replacement SIM.

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Additional Packages

How can I book an optional (flat-rate) package ?

All available packages can be reviewed, subscribed and managed in MyAccount (navigate to "Packages" in MyAccount).
Please review the package details to verify which service(s) are offered in which country/countries to assure the package will full-fill your needs.   

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APN settings Android devices

Which settings are required to be able to use mobile data on my Android device ?

The required Access Point Names (APN) settings can be set manually by doing the following:
  1. Go to "Settings"
  2. Select "More settings" or "More networks"
  3. Select "Mobile networks"
  4. Select "Access Point Names"
  5. Create a new APN with the following settings:

    Name: Choose a name (e.g. KOKO
    )
    APN: set to "chili"
    Proxy: Not set (no entry required)
    Port: Not set (no entry required)
    Username: Not set (no entry required)
    Password: Not set (no entry required)
All other settings will be set automatically.
However it is important to enable mobile data and data-roaming.

Hint: An instructions SMS (followed by a configuration message) can be triggered by reinserting the SIM card (only when your device is recognised - sending its IMEI number).


 

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APN settings iOS devices (iPhone, iPad)

Which settings are required to be able to use mobile data on my iOS device ?
 
With the following link you can install the Access Point Names (APN) profile directly on your iOS device: http://files.chilisim.com/drop/apn.mobileconfig

The required Access Point Names (APN) settings can also be set manually by doing the following:
  1. Go to "Settings"
  2. Select "Mobile Data"
  3. Select "Mobile Data Options"
  4. Enable "Data Roaming"
  5. Select "Mobile Data Network"
  6. Edit existing "Mobile Data" settings with following details:

    APN: chili
    Username: Not set (no entry required)
    Password: Not set (no entry required)

     
  7. Edit existing "Personal Hotspot" settings with following details:

    APN: chili
    Username: Not set (no entry required)
    Password: Not set (no entry required)
Also important to enable "Mobile Data" and "Data Roaming". 

Hint: An instructions SMS can be triggered by reinserting the SIM card (only when your device is recognised - sending its IMEI number).

Note: there are no additional settings required for MMS, because the SIM card does not support MMS.

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APN settings iOS devices (iPhone, iPad) on Spanish Profile

How to set the APN settings on my iOS device when using the Spanish Profile ?
 
Unfortunately it is not possible to set the APN settings manually, please use one of the two options below to install the APN profile:
  1. Go to: http://files.chilisim.com/drop/apn.mobileconfig
    You will be redirected to install the APN profile directly

     
  2. Go to: www.unlockit.co.nz
    ​​- choose `create APN`
    Country: select Switzerland (under C, not alphabetical)
    Carrier: select Naka Mobile
    Create APN
Note: for both options an internet connection (wifi or mobile data) is needed

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APN settings iOS devices (iPhone, iPad) Personal Hotspot

Which settings are required to be able to Personal Hotspot on my iOS device ?
 
To be able to use the Personal Hotspot function, the APN for Personal Hotspot also needs to be set to chili (similar as mobile data).
Please proceed as follows:
  1. Go to  `Settings`
  2. Select `Mobile Data`
  3. Select `Mobile Data Options`
  4. Select `Mobile Data Network`
  5. Scroll down to `Personal Hotspot` and enter the following settings:
    - APN: chili
    Username: Not set (no entry required)
    Password: Not set (no entry required)
Now you can connect other devices to the data connection of your iOS device like you normally would.

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APN settings MiFi devices

Which settings are required to be able to use mobile data on my MiFi device (mobile router) ?
 
To be able to use mobile data on your MiFi device, the required settings need to be set in the settings of the device. This can be done via an app from the device manufacturer or a connection with a computer needs to be established.

Via manufacturer app:
  1. Select the WiFi network of the MiFi device on your mobile device
  2. Open the MiFi manufacturers app
  3. Select "Network" in the menu of the app
  4. Enable "Mobile data"
  5. Enable "Data roaming"
  6. Set "Network mode" to either "4G Preferred" or "3G Only" (do not select "4G only")
  7. Create a new APN in "APN Management" with the following settings:
    - Carrier name: KOKO
    - PDP type: IPv4
    - APN type: Static
    - APN: chili
    - Username: no entry required (leave field empty)
    - Password: no entry required (leave field empty)
  8. Save the newly created APN
  9. Make sure the newly created "KOKO" APN is selected in "APN Management"

Via computer:
  1. Connect the device with the computer (with USB cable)
  2. Select the WiFi network of the MiFi device on your computer and enter the password
  3. Open a browser on the computer and enter the IP address of the MiFi device (usually: http://192.168.0.1)
  4. The Setting page of the MiFi device will be opened. If you are asked to provide a username and password they are both "admin" by default (unless you changed them previously)
  5. Follow the instructions via "Wizard" or go to "Advanced Settings"
  6. Create a new APN profile with the following settings:
    - Profile name: KOKO
    - APN type: Static
    - APN: chili
    - Username: no entry required (leave field empty)
    - Password: no entry required (leave field empty)
    - Authentication type: PAP
  7. Save the newly created APN
  8. Make sure the newly created "KOKO" APN is selected

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APN settings Windows devices

Which settings are required to be able to use mobile data on my Windows device ?

The required Access Point Names (APN) settings can be set manually by doing the following:
  1. Go to "Settings"
  2. Select "mobile + SIM"
  3. Select "SIM settings"
  4. Switch "Manual Internet APN" to "On"
  5. Select "Edit internet APN"
  6. Edit existing Mobile data settings with the following details: 

    APN: set to "chili"
    Username: Not set (no entry required)
    Password: Not set (no entry required)
    Authentication Type: “PAP”
    Proxy server: Not set (no entry required)
    Proxy port: Not set (clear field - no entry required)
    IP type: IPv4v6

     
  7. Save the settings

All other settings will be set automatically.
However it is important to enable mobile data and data-roaming.

Hint: An instructions SMS can be triggered by reinserting the SIM card (only when your device is recognised - sending its IMEI number).

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Trouble Shooting: No Mobile Data

What do I do when mobile data is not working ?

To be able to use mobile data the following settings need to be applied:
  • mobile data must be enabled on the device
  • data roaming must be enabled on the device
  • the APN must be set to "chili" (all lower case), please see the instructions for Android, iOS or Windows devices in the FAQ under "Mobile Data"

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Trouble Shooting: Unexplained Mobile Data Usage

Unexplained mobile data sessions ?

Mobile data sessions can only be started by the user of the KOKO SIM card or the device were the SIM is inserted in.
If data sessions are not started by the user, the sessions are most likely started by the device. This can be applications which are not completely closed or the settings on the device allow applications to update/synchronize using mobile data. 
Besides applications all devices also have background tasks running, like updates, operating system tasks or antivirus programs.

We recommend to check the following on the device:
  • make sure you close all applications after using
    Android: hold home button and swipe all open windows to the left
    iOS: double click home button and swipe all open windows upwards
    Windows: click the "tab" icon next to search field and close open windows

     
  • check which applications are allowed to update or synchronize when connected to mobile data and which applications or tasks are running on the background
    Android: Settings > Data usage > see settings or click on applications to view "Restrict background data" (depending on Android version)
    iOS: Settings > General > Refresh apps on background
    Windows: Settings > data sense

     
  • check how settings for updating operating system and applications are set
    Android: Open "Play Store" > Settings (menu next to search field) > "Auto-update apps"
    iOS: Settings > iTunes en App Store > Use mobile data
    Windows: Settings > phone update (for phone updates) and Windows store > settings (via menu) > App updates

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How to set the correct country profile

How to select the right Country profile when no network connection available ?

Go to the "SIM Services" or "SIM Tool Kit" application, which you will find here: 
  • Android: Go to Applications > SIM Services (will be an app between your other apps)
  • iOS: Go to Settings > Phone > SIM Applications
  • Windows: Settings > mobile + SIM > SIM settings > SIM applications
  • Non-smartphones: Go to the main menu of the device > select `SIM Services`or `SIM Toolkit`
In the "SIM Services" or "SIM Toolkit" menu:
Go to Settings > Country > choose the corresponding profile of the country where you are (see list below)

The "Oris" profile is valid in the following countries: 

Albania, Anquila, Antiqua and Barbuda, Argentina, Armenia, Australia, Austria, Azerbaijan, Barbados, Bosnia and Herzegovina,  Brazil, British Virgin Islands, Cambodia,  Cayman Islands, Chile, China, Colombia, Costa Rica, Croatia, Dominica, Domincan Republic, Ecuador, El Salvador, Georgia, Ghana, Greece, Grenada, Guatemala, Hong Kong,  India, Italy, Japan, Jordan, Kazakhstan, Kyrgystan, Liechtenstein, Macau, Macedonia, Madagascar, Malta, Mexico, Molodova, Montenegro, Montserrat,  Morocco, Mozambique, New Zealand, Nicaragua, Niger, Nigeria, Panama, Peru, Philippines, Portugal, Russia, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and Grenedines, Serbia,  Sierra Leone, Singapore, Slovenia, South Africa, South Korea, Sri Lanka, Sweden, Tajikistan, Thailand, Turkey, Turks and Caicos Island, Ukraine, Uruguay, Venezuela


The "EU" profile is valid in the following countries: 

Belgium, Bulgaria, Canada, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Hungary, Iceland, Ireland, Israel, Latvia, Lithuania, Luxembourg, Mauritius, Netherlands, Norway, Poland, Puerto Rico, Romania, San Marino, Slovakia, Spain, Switzerland, United Kingdom, United States


The "ASIA" profile is valid in the following countries:
Taiwan

The "Global+" profile is valid in the following countries:

Afghanistan, Bahamas, Bangladesh, Belarus, Belize, Bermuda, Burkina Faso, Burundi, Congo RDC, Faroe Islands, Fiji, Greenland, Haiti, Honduras, Indonesia, Isle of Man, Jamaica, Kenya, Malaysia, Myanmar, Papua New Guinea, Samoa, Seychelles, Tonga, Zambia


The "Global" profile is valid in the following countries:

Algeria, Andorra, Angola, Aruba, Bahrain, Benin, Bolivia, Brunei,  Cameroon, Cape Verde, Central African Republic, Chad, Congo, Cuba, Djbouti, East Timor, Egypt, Equatorial Guinea, Ethiopia, French Polynesia, Gabon, Gambia, Guam, Guernsey, Guinea, Guyana, Iran, Iraq, Ivory Coast, Jersey, Kuwait, Laos, Lebanon, Lesotho, Liberia, Libya, Malawi, Maldives, Mali, Martinique, Monaco, Mongolia, Namibia, Nepal, Netherlands Antilles, New Caledonia, Oman, Pakistan, Palestine, Paraguay, Quatar, Rwanda, Saudi Arabia, Senegal, South Sudan, Sudan, Suriname, Syria, Tanzania, Togo, Trinidad and Tobago, Tunesia, Turkmenistan, Uganda, United Arab Emirates, Uzbekistan, Vanuatu, Vietnam, Zimbabwe

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Network frequenties

Make sure your device supports the network frequencies of the country when traveling 

Network operators on the different continents use different frequencies and not all devices support all network frequencies.
Also when using a dual or triple SIM device,  
insert the KOKO SIM card in SIM slot 1, since this slot often supports more network frequencies then SIM slot 2 or 3 (see device specifications or manual)

The frequencies can roughly be divided as follows:
  • Africa:
    2G: GSM 900 / 1800 Mhz
    3G: UMTS 900 / 1800 / 2100 Mhz
    4G: LTE 1800 / 2100 / 2300 Mhz (very limited available)              
  • Asia:
    2G: GSM 900 / 1880 Mhz
    3G: UMTS 850 / 900 / 1500 / 1700 / 2100 Mhz
    4G: LTE 850 / 900 / 1500 / 1800 / 2300 / 2500 / 2600 / 3500 Mhz
  • Australia:
    2G: GSM 900 / 1800 Mhz
    3G: UMTS 850 / 900 / 2100 Mhz
    4G: LTE 700 / 850 / 900 / 1800 / 2100 / 2300 Mhz
  • Europe:
    2G: GSM 900 / 1800 Mhz
    3G: UMTS 900 / 2100 Mhz
    4G: LTE 800 / 1800 / 2600 Mhz
  • North America:
    3G: UMTS 850 / 1900 / 1700 / 2100 Mhz
    4G: LTE 700 / 800 / 1700 / 1900 / 2100 / 2300 / 2500 / 2600 Mhz
  • South America:
    2G: GSM 850 / GSM 1900 Mhz
    3G: UMTS 850 / 1900 / 1700 / 2100 Mhz
    4G: LTE 700 / 1700 / 1800 / 2100 / 2600 Mhz 
Also see: http://www.worldtimezone.com/4g.html for a complete list per country

When traveling to a specific country on a specific continent make sure your device supports the local network frequency.

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Settings for VoIP installation

Which settings are required to use VoIP ?

VoIP (SIP) service is available and can be used with our SIP client "Blab Box".

The Blab Box is available for download in the App store and Play store:
App store: 

Play store: https://play.google.com/store/apps/details?id=wc.blab

The required settings are:

Authentication name     = 4XXXXXXXXXXX (Your primary phone number without `+` e.g. 49 or 44)
Password                            = same as your MyAccount password       
Server                                  = sip.chilisim.com
Domain                                = sip.chilisim.com
Username                           = 4XXXXXXXXXXX (Your primary phone number without `+` e.g. 49 or 44)
Port                                      = 5060
Protocol                             = UDP

Note: to be able to use VoIP a WiFi or mobile data connection is needed 

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Trouble Shooting: Network Connection Lost after a short while

When the KOKO SIM card loses the network connection after a short while

The device is most likely set to a LTE network mode.
With LTE devices we recommend to set the network mode to 3G for a more stable network connection.

You can check/adjust this device setting as follows:
  • Android: Go to Settings > More networks / settings > Mobile networks > Network mode > set to 3G/2G auto mode or GSM/WCDMA (not 4G/3G/2G auto mode or LTE/GSM/WCDMA)
  • iOS: Go to Settings > Mobile Data > Mobile data Options > Voice & Data > set to 3G (not LTE or 4G)
  • Windows: Go to Settings > mobile+SIM > Highest connection speed > set to 3G (not LTE or 4G)

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Trouble Shooting: No Network Connection

What do I do if the network search is unsuccessful ?

If the device does not find a network, pleasse proceed as follows:

First make sure the "set-up requirements" are applied:
  1. When using a dual SIM device insert the KOKO SIM card in SIM slot 1, since this slot often supports more network frequencies then SIM slot 2 (see device capabilities).
  2. When using a LTE device set the network mode to 3G for a more stable network connection.
  3. Always set the network selection on the device to "Automatic selection".
  4. When traveling between continents always reboot the device upon arrival, since only enabling/disabling the flight mode function prevents the SIM from switching profiles.
When you are sure the set-up requirements are applied and there is still not network connection possible after a reboot of the device, please proceed as follows:

Go to the "SIM Services" or "SIM Tool Kit" application, which you will find here: 
  • Android: Go to Applications > SIM Services (will be an app between your other apps)
  • iOS: Go to Settings > Phone > SIM Applications
  • Windows: Settings > mobile + SIM > SIM settings > SIM applications
  • Non-smartphones: Go to the main menu of the device > select `SIM Services`or `SIM Toolkit`
In the "SIM Services" or "SIM Toolkit" menu:
Go to Settings > Country > choose the corresponding profile of the country where you are (see list below)

The "Oris" profile is valid in the following countries: 

Albania, Anquila, Antiqua and Barbuda, Argentina, Armenia, Australia, Austria, Azerbaijan, Barbados, Bosnia and Herzegovina,  Brazil, British Virgin Islands, Cambodia,  Cayman Islands, Chile, China, Colombia, Costa Rica, Croatia, Dominica, Domincan Republic, Ecuador, El Salvador, Georgia, Ghana, Greece, Grenada, Guatemala, Hong Kong,  India, Italy, Japan, Jordan, Kazakhstan, Kyrgystan, Liechtenstein, Macau, Macedonia, Madagascar, Malta, Mexico, Molodova, Montenegro, Montserrat,  Morocco, Mozambique, New Zealand, Nicaragua, Niger, Nigeria, Panama, Peru, Philippines, Portugal, Russia, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and Grenedines, Serbia,  Sierra Leone, Singapore, Slovenia, South Africa, South Korea, Sri Lanka, Sweden, Tajikistan, Thailand, Turkey, Turks and Caicos Island, Ukraine, Uruguay, Venezuela


The "EU" profile is valid in the following countries: 

Belgium, Bulgaria, Canada, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Hungary, Iceland, Ireland, Israel, Latvia, Lithuania, Luxembourg, Mauritius, Netherlands, Norway, Poland, Puerto Rico, Romania, San Marino, Slovakia, Spain, Switzerland, United Kingdom, United States


The "ASIA" profile is valid in the following countries:
Taiwan

The "Global+" profile is valid in the following countries: 

Afghanistan, Bahamas, Bangladesh, Belarus, Belize, Bermuda, Burkina Faso, Burundi, Congo RDC, Faroe Islands, Fiji, Greenland, Haiti, Honduras, Indonesia, Isle of Man, Jamaica, Kenya, Malaysia, Myanmar, Papua New Guinea, Samoa, Seychelles, Tonga, Zambia


The "Global" profile is valid in the following countries:

Algeria, Andorra, Angola, Aruba, Bahrain, Benin, Bolivia, Brunei,  Cameroon, Cape Verde, Central African Republic, Chad, Congo, Cuba, Djbouti, East Timor, Egypt, Equatorial Guinea, Ethiopia, French Polynesia, Gabon, Gambia, Guam, Guernsey, Guinea, Guyana, Iran, Iraq, Ivory Coast, Jersey, Kuwait, Laos, Lebanon, Lesotho, Liberia, Libya, Malawi, Maldives, Mali, Martinique, Monaco, Mongolia, Namibia, Nepal, Netherlands Antilles, New Caledonia, Oman, Pakistan, Palestine, Paraguay, Quatar, Rwanda, Saudi Arabia, Senegal, South Sudan, Sudan, Suriname, Syria, Tanzania, Togo, Trinidad and Tobago, Tunesia, Turkmenistan, Uganda, United Arab Emirates, Uzbekistan, Vanuatu, Vietnam, Zimbabwe

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Delivery of online orders

How long does delivery take when placing an online order ?

Lead time online orders:
Orders placed from Monday till Friday before 10:00 o’clock CET will be shipped on the same day. Orders placed on weekends will be processed and shipped on the first working day of the coming week.

All consignments will be forwarded by Priority mail. The delivery time to EU-countries including Switzerland and Liechtenstein is max. three (3) working days. For other countries (ROW) it takes between three (3) to ten (10) working days.

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Number Porting (My Old Mobile Number?)

Can I keep my current phone number which I have from another provider ?

No, your new SIM card comes with an new international +44 phone number.

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SIM Card Sizes

In which format will the KOKO SIM card be available ?

We are using the new generation of SIM cards which will come in a triple size format. Depending on the device you are able to customize the SIM to a regular, micro or nano SIM.
It is a all-in-one SIM card!

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Balance Inquiry USSD Short Code

How can I check the remaining balance by using a USSD Short Code ?

Dial the following short code on your device:   *130#

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How to Recharge

How can I recharge the balance of my KOKO SIM card ?

You can recharge the balance of your KOKO SIM card in your MyAccount.
  1. Login to your MyAccount at https://my.koko-mobile.com/myaccount/ with your phone number/email address and password.
  2. Directly on the "MyAccount overview" page there is "Top-up" section
  3. You can also navigate to "SIM card functions" and select "Top-up" to view all Top-up options

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Maximum Monthly Top-up limits

I cannot top-up, because maximum limit appears to be reached

For your and our safety there are monthly (30 days) maximum top-up limit rules.
These rules are as follows:
  • Maximum monthly (30 days) top-up limit of CHF 150.00
    when an account is not approved (account is not approved, because there is no ID copy uploaded)
  • Maximum monthly (30 days) top-up limit of CHF 500.00
    when an account is approved
We recommend to upload an ID copy (MyAccount > Profile > Identification) to get your account approved.
Alternatively you can send your ID copy to support@koko-mobile.com and we will upload the document for approval.

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Recharge with a KOKO Voucher or scratchcard

How can I recharge with a KOKO voucher code or scratch card when using the USSD short codes ?

Dial *133*YourCode#

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Set-up Automatic Top-up

How do I set-up the automatic top-up function on my KOKO SIM card ?

You can easily activate the automatic top-up option in your MyAccount.
  1. Login to https://my.koko-mobile.com/myaccount/
  2. Navigate to "SIM card functions" in the upper menu
  3. Select "Top-up"
  4. Select an amount at "Automatic top-up" and click "Go to set up"
  5. Select the minimum balance at "Top-up when balance falls below"
  6. Provide your credit card details at "Payment method" (note: exactly as on the card)
  7. Confirm the General Terms and Conditions
  8. "Confirm order"
  9. Provide the secure code on the secure payment page of your credit card provider
If you opt for automatic top-up, you will receive an SMS informing you whenever your pre-set amount has been charged to your credit card.

Note: there are monthly (30 days) maximum top-up limit rules. These rules are as follows:
  • Maximum monthly (30 days) maximum limit of EUR 150.00: when your account is not approved (account is not approved, because there is no ID copy uploaded)
  • Maximum monthly (30 days) maximum limit of EUR 500.00: when your account is approved

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Trouble Shooting: Cannot place order (SIM card or Top-up)

Having troubles to place an order (SIM card or Top-up) ?

In general the ordering process works as follows:
  1. provide all payment details on our website
    - select item or top-up amount
    - select payment method (e.g. Credit card, PayPal etc)
    - in case of payment method credit card, provide all card details exactly as printed on the card
    - confirm GTC and order
  2. when all information is provided correctly, you will be redirected to the secure payment site of the chosen payment method
  3. on the secure payment site of the chosen payment method you have to provided your personal details linked to the payment method (e.g. 3D security, password, verification code by SMS or scanning a QR code etc.)
Most common reason for not being able to complete the order are:
  • security details not provided correctly on the secure payment page of the chosen payment method
  • having multiple accounts and currently logged into an account without SIM card (hint: use your KOKO phone number as username instead of email address)
  • maximum monthly limit has been reached (see: "Maximum Monthly Top-up limits"                       

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Validity Call Credit

Will my credit possibly elapse ?

The charged prepaid balance will not elapse. If you do not use the SIM card for a period of 180 days, from the 185 +1 day on a small monthly processing-/number reservation fee (CHF 1.00) will be debited to the balance (also see: "Validity SIM card")

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Change Country

How can I change the Country Settings on the SIM card ?

Go to SIM Services Menu.
  • Select Settings.
  • Select Country.
  • Select "Oris" or "EU" or "Germany" or "Netherlands" or any other country

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Change Language

How can I change the language settings on the SIM card ?

Go to SIM Services Menu.
  • Select Settings.
  • Select Language.
  • Choose English or German or Spanish.

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Change Selection Mode

How can I change the Selection Mode on the SIM card ?

Go to SIM Services Menu.
  • Select Settings
  • Select Country Selection
  • Select "Manual Mode" or "Automatic Mode"
​Note: when the SIM is set to "Manual Mode", the SIM will no longer switch between the available profiles. Remember to always set the SIM back to "Automatic Mode" when traveling.

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Check Credit Balance

How can I check my remaining credit balance ?

Got to SIM Services Menu.
  • Select Balance Check.
  • Your balance is shown in the display.

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Find Menu

I cannot find the SIM SERVICES Menu.

The SIM Services menu or SIM Toolkit can be found as follows:
  • Android: Go to Applications > SIM Services or SIM Toolkit (will be an app between your other apps)
  • iOS: Go to Settings > Phone > SIM Applications
  • Windows: Settings > mobile + SIM > SIM settings > SIM applications
  • Non-smartphones: Go to the main menu of the device > select `SIM Services`or `SIM Toolkit`

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Send Smart SMS

How to send a Smart SMS from the SIM Services Menu ?

Go to SIM Services Menu.
  • Select Send SMS
  • Enter phone number incl. country code. Press Send
  • Enter SMS Text. Press Send!
  • “SMS submitted” message is shown

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Transfer Airtime

How can I transfer Airtime to another SIM card ?

Go to SIM Services Menu.
  • Select Transfer.
  • Select Airtime.
  • Enter phone number incl. country code.
  • Enter amount.
  • Press OK.
  • The transferred amount will be debited from your account.

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Transfer Credit to other KOKO SIM card

How can I transfer credit to another KOKO SIM card ?

Go to SIM Services Menu.
  • Select Transfer
  • Select Balance OnNet
  • Enter phone number incl. country code
  • Enter amount to be transferred.
  • Press OK.
  • Transferred amount will be debited from your credit balance.

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Use Smart Call

How can I use the smart call function ?

Go to SIM Services Menu.
  • Select Smart Call (Web Callback via mobile device)
  • Enter A-Number (the phone number of the device next to you, e.g. fixline phone in a Hotel)
  • Enter B-Number (phone number you wish to call)
  • Press OK
  • Wait for Callback.
  • Accept the call.
  • Wait for connection.

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SMS Centre Numbers

What can I do when I cannot send SMS messages ?

Please check if the SMS Centre number is correctly configured on the device.
The following SMSC numbers are valid:

 
  • Global profile:         +44 7797 706 077
  • DE profile:              +49 1770 020 049
  • Oris profile:             +97 254 120 635
  • EU profile:              +48 790 998 145
  • ES profile:              +34 602 200 002
  • NL profile:               +31 686 899 908
  • UK profile:              +44 7872 236 672
  • US profile:              +1 9402 389 944
 
On iOS devices:
Check: dial *#5005*7672#
Adjust: 
**5005*7672*SMSCNUMBER#

On Android devices:
Check and adjust: Go to `Messaging` > Settings > Message Centre

On Windows devices:
Check and adjust: Go to `Messaging` > Settings > SMS centre number

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Trouble Shooting: SMS sent to unknown number

I am charged for SMS messages sent to phone numbers that I do not know ?

SMS messages can only be sent by the user of the SIM or the device were the SIM is inserted in.
If SMS messages are not sent by you, the messages are most likely sent by the device. 

Some device manufactures (e.g. Apple) send SMS messages to activate or synchronize apps (e.g. iMessage or FaceTime) when data is not available, they display a warning while installing the app or changing SIM cards.
Also other applications or settings can send SMS message (e.g. internet security apps or Samsung account settings (e.g. "SIM Change alert").

Apple uses, at least, the following numbers to synchronize apps (e.g. iMessage, iTunes, FaceTime) to send activation or text messages between devices:

- +44 7537 410 237
- +44 7537 410 247

- +44 7537 410 287
- +44 7537 410 297
+44 7786 205 094

Also see: http://whocallsme.com/Phone-Number.aspx/447537410297 and http://theiphonewiki.com/wiki/FaceTime

To disable these Apple feature:
iMessage: go to Settings > Messages > iMessage > disable iMessage
FaceTime: go to Settings > FaceTime > FaceTine > disable FaceTime


Mobile internet security apps:
McAfee uses at least the following numbers to synchronize Internet Security/Mobile Security services:

- +65 923 242 90
- +011 65 923 242 90

Avast uses at least the following numbers to synchronize Mobile Security:
- +420 720 001 669
+49 151 412 74042
Also see: http://blog.m-sec.net/2012/avast-mobile-security-is-sending-sms-without-user-knowledge/

 

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Support

You need help ?

If you have any questions or issues to report, please report them using the appropriate contact form in your MyAccount (Help > Support), or contact the Support Team directly at the following email address: support@koko-mobile.com.

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Active package and current usage

Want to check which package is active and the current usage ?

Dial *142# and press the call button.
A message will be displayed with the active package, the available flat rate service and the current usage.

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All Tariffs in current Country

Want to know the tariffs in the current country ?

Dial *141# and press the call button.
A message will be displayed with the tariffs in the current country (similar as the welcome SMS - when arriving in a new country).

 

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Balance Inquiry

Want to know the actual balance of your KOKO SIM card ? 

Dial *130# and press the call button.
A message will be displayed with the remaining balance.

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Call Rate Check

Want to know the rate for a call to a specific phone number ?

Dial *130*<PhoneNumber>#  (e.g. *130*+41761234567#) press the call button.
A message will be displayed with the actual rate.

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Manual Callback Code

Want to use the manual callback functionality ?

Dial *134*108*<PhoneNumber># (e.g. *134*108*+41761234567#) and the callback call will be set-up similar as in automatic mode.
  1. dial *134*108*<PhoneNumber>#
  2. after a few seconds your device starts ringing (call from your own number)
  3. answer the call and the connection with the dialed number will be established

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My Phone Number

Want to know which phone number will be displayed to a 3rd party ?  

Dial *135# and press the call button.
​A message will be displayed with the displayed phone number (caller ID).

 

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Recharge with a KOKO Voucher Code

Want to recharge with a KOKO voucher ?  

Dial *133*<Voucher Nr># (e.g. *133*123456789#) to recharge the balance of your KOKO SIM card.     
 

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Voicemail

Want to listen to voicemail messages ?

Dial 1212 , press the call button and follow the instructions.
Note: also see the FAQ "Voicemail" section for other information and/or settings.

 

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Change Voicemail Language

How do I change the language of the voice prompts in voicemail ?

The voicemail language is linked to the language settings in your MyAccount and/or SIM Services/SIM Toolkit Menu.
Adjustments can be made as follows:
  • MyAccount: go to "Profile" > "Basic Information" > "Language"
  • SIM Services/SIM Toolkit Menu*: go to "Settings" > "Language"
* The SIM Services/SIM Toolkit Menu can be found as follows:
  • Android: Go to Applications > SIM Services (will be an app between your other apps)
  • iOS: Go to Settings > Phone > SIMapps
  • Windows: Settings > mobile + SIM > SIM settings > SIM applications
  • Non-smartphones: Go to the main menu of the device > select `SIM Services`or `SIM Toolkit`

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Listen to Voicemail

How can I listen to voicemail messages ?

Voicemail messages are by default send to your registered email address in a .wav file.
When you want to listen to your voicemail messages from your mobile device, please proceed as follows:


From your own device:
  • dial 1212
From another device:
  • dial your own KOKO number (e.g. +44 XXXX XXXX)
  • wait for the announcement then press the * key
  • the system will ask for your voicemail box password/pin. Enter the voicemail PIN code (default PIN code is "0000" - four times zero)
​In your MyAccount:
  • Login to MyAccount
  • Navigate to "SIM card functions"
  • Select "Voicemail"

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Record Personal Voicemail Message

How do I record my personal voicemail message ?

To record your personal voicemail greeting message, please proceed as follows:
  • dial 1212 (voicemail)
  • when the menu is heard press 0 (mailbox options)
Then you will have the following options for recording a voicemail greeting message
  • press 1 = record unavailable message
  • press 2 = record your busy message
  • press 3 = record your name
  • press 4 = record a temporary greeting 

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Set-up Voicemail

How do I set-up the voicemail box ?

The voicemail service is already activated by default and will forward calls when busy or no answer  to the voicemail box. You will be notified by SMS and email when you receive a voicemail message. To change the configuration of the voicemail box, please login to your MyAccount.

Change configuration of the Voicemail box:
  • Login to MyAccount
  • Navigate to "SIM card functions" in the upper menu
  • Select "SIM Settings"
  • Go to "Forwarding Settings" and/or "Configure voicemail" 

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