FAQ's

Below are solutions to the most common questions and problems organized by category, if your problem is not listed below please contact us. We offer 24 /7 Email Support at: support@rebelfone.com.

 

General Information

 

1 What is RebelFone?

1.1 Who uses RebelFone?

1.2 What are the advantages to RebelFone services?

1.3 Should I rent or buy a cell phone?

1.4 Is your service better than a prepaid or a call back service?

1.5 What are the call rates?

1.6 How can Rebelfone provide such cheap calling rates?

1.7 What are Buddy Calls?

1.8 Do I need to sign a contract?

1.9 What if my Cell Phone or SIM card doesn't work?

1.10 When will I get my international phone number?

1.11 Will my cell phone work on a cruise ship?

1.12 How do I change my address, email or credit card details?

1.13 Can I cancel my order?

1.14 How can I add additional sim cards/phones?

Billing Related Information

 

2 How do I contact the Billing Department?

2.1 When will I be billed?

2.2 When is my credit card charged?

Shipping Related Information

 

3. How is my SIM & Cell phone shipped?

3.1 Is Saturday delivery available?

3.2 What time will my shipment be delivered?

Dialling & Voice Mail Instructions

 

4. How do I make a call?
 
4.1 How do my contacts dial my cell phone number?
  
4.2 Where can I find international country codes?

4.3 How do I set up voice mail?

Roaming Related Information

 

5. What is roaming?

5.1 How can I avoid roaming?

SIM Card return Related Information

6. How do I return my items once I am done?

6.1 Where should I return the items?

6.2 I already returned my items, why am I still receiving emails?

6.3 Can I return my items outside the U.S.?

Follow me service

 

7. What is Follow Me service?

7.1 Why should I take Follow Me service?

7.2 How much will I be charged to use follow me service?

7.3 Can I choose the area code of my US virtual number?

7.4 I have multiple SIM cards/Phone, how does Follow Me Service work?

7.5 Can I receive texts using my Follow Me Service?

7.6 How does billing work for Follow Me Service?

International SIM Card Related Information

 

8. Which Sim Card should I buy?

8.1 Can I use any RebelFone SIM Card in my existing cell phone?

8.2 What is the service length?

8.3 How can I extend my service length at a later stage?

8.4. Do I have to return my SIM card?

8.5 After my trip, could I use the phone I purchased from Rebelfone at home?

8.6 What is a credit card Authorization?

8.7 How do I report a lost or stolen SIM?

8.8 What is a SIM card?

8.9. How do I install a Sim card?

8.10 The SIM Cards come with a 30 day service length, standard. When does the service start?

Cell Phone Rental Information

9. What is included in your rental pack?

9.1 Why should I rent a cell phone from RebelFone?

9.2 How the rent is calculated?

9.3 What happens if there is a delay in returning the rented phone?

9.4 How do I report a lost or stolen phone?

9.5 I received my phone before my requested departure date, why?

9.6 Why a security deposit is taken & when it is refunded?

9.7 How much is the daily rental & security deposit for renting a phone?

9.8 What are the charges for missing Items?

9.9 Which service should I rent?

9.10 How does RebelFone service compare to other rental companies?

 

Rebelfone Questions

1. What is RebelFone?

RebelFone Inc is a telecom company specializing in providing temporary local wireless solution to international travelers to cut down on international roaming fees from your domestic wireless carriers. Travelers can either buy or rent an international cell phone or just buy a local SIM Card to use with their own un-locked phones.

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1.1 Who uses RebelFone?

RebelFone services are used by many families, businesses, individuals, groups, schools, colleges and many more who travel abroad.

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1.2 What are the advantages to RebelFone services?

RebelFone has alliances with more than 35 mobile network operators world-wide, through the strength of our global relationships we offer most cost effective local Country specific mobile solutions. Our solutions offer an excellent alternative to expensive international roaming charges from your domestic wireless carriers.

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1.3 Should I rent or buy a cell phone?

RebelFone gives you the flexibility to choose from different solutions that suits you requirement:

For occasional travelers, we suggest our lowest international cell phone rental plan at just $1 a day, you can also choose this option if you are going abroad for a short trip. Rental includes the purchase of service specific to your destination country.

To frequent travelers, we suggest you buy an international cell phone from us for as low as $39, you can also choose this option if you are traveling for long duration. Package includes the purchase of service specific to your destination country.

If you already have an international cell phone – RebelFone, allows you to use your own cell phone with our service, you can simply purchase only a SIM card specific to your destination country and save even more!
 
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1.4 Is your service better than a prepaid or a call back service?

Yes, definitely. Our network partners in different countries have the best coverage and offer strongest signal, so you know that when you place a call it will be the best quality available at that time. With our service you are always using a direct line, unlike other SIM card services that connect you through a third-party “call back” service, which increases the risk of poor call quality (although they may not have advertised this when you bought the SIM).

While you are traveling abroad for leisure or business, getting your phone recharged with credit is the last thing that should be on your mind. Our service gives you a satisfaction and peace of mind of not going out of credit while traveling to a different country and keeps you connected all the time. Also when you prepay for your calls, you may overestimate and buy too much credit that you never use, and then you will lose it all when the pre-paid SIM card expires.
 
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1.5 What are the call rates?

Since our service is post-paid, you are billed for you usage as per the call rates at the end of every month. Call rates are the anytime minute rates that vary from country to country, please check the exact rates by selecting the Country you are traveling too in the drop down above.

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1.6 How can Rebelfone provide such cheap calling rates?

Rebelfone has direct alliances with more than 35 mobile networks worldwide, through the strength of our global relationships we provide our clients and partners with best rates available that we have negotiated with different networks keeping in mind the needs of an international traveler.

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1.7 What are Buddy Calls?

Buddy Calls are discounted calls to another mobile phone from Rebelfone within the same country that one may frequently call. It may also be referred to calls within your group. The call cost per minute is lowered when you call a Buddy, please check the rate plan if buddy calls are offered in the country you are traveling to.

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1.8 Do I need to sign a contract?

With Rebelfone service there are no contracts & no minimum commitment required. You may cancel your service at any time by sending the SIM card/Phone back to us.

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1.9 What if my Cell Phone or SIM card doesn't work?

It is rare that one of our cell phones wouldn't work and extremely rare for a SIM card not to work. We personally test all of our phones prior to sending them out to ensure quality service and no defects. You can double-check this after you receive your cell phone and a SIM card for your overseas trip. Simply charge the phone and then see if it powers on. While you can't use the foreign SIM card here in the U.S. but if your phone powers on (after you have charged it), it should work fine. Less than 1% of all GSM cellular phones are defective and less than 1 in 10,000 SIM cards are defective. If for some reason a phone or SIM card purchased from Rebelfone proves defective, it will be replaced ASAP wherever you are. If you encounter problems while on the road, you will first want to determine if the problem is a network problem or if it is hardware-related. If you can use someone else's GSM phone and reproduce the problem, then you should contact customer service for the local carrier to see if there is a problem with the network. If the problem seems to be with the handset, please contact Rebelfone by phone at 1-800-375-7163 or email us at support@rebelfone.com. Our office hours are daily from 8 AM to 5 PM EST, we will be glad to return the call or email within 24 hrs to save you money while troubleshooting your issue.

TRY THIS - REMOVE THE BATTERY AND SIM CARD AND THEN TURN PHONE BACK ON. IF IT STILL DOES NOT SELECT A WORKING NETWORK YOU WILL THEN NEED TO GO INTO THE MENU AND MANUAL SELECT A NEW NETWORK TO TRY .

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1.10 When will I get my international phone number?

After you have made a purchase through our website, you will get an email notification within 24 hours confirming your order with your phone number of the country for which you have made the purchase.

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1.11 Will my cell phone work on a cruise ship?

While on a cruise, your cell phone is likely to work while in port. Your cell phone will not work while at sea unless the cruise ship has installed the technology to support a local cellular network. Check with your cruise line to learn if they have cellular service while at sea and what roaming rates may apply.

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1.12 How do I change my address, email or credit card details?

You can contact us via email at support@rebelfone.com for any changes to your account.

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1.13 Can I cancel my order?

Yes you can cancel your order as long as items have not been shipped out. However, if your order has already been shipped then the Shipping fee will not be refunded. In case you have purchased any hardware like handset, adaptors etc from RebelFone, no refund will be given for that.

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1.14 How can I add additional sim cards/phones?

You can add it during the order process. If your order has been completed already and you received the order summary you will have to place another order for the package. That you are interested about.

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Billing Related Information

2. How do I contact the Billing Department?

You can e-mail the Rebelfone billing department at billing@rebelfone.com or call us toll free at 1-800-375-7163.

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2.1 When will I be billed?

Itemized invoices are generated and sent to your email accounts once the chargeable call records have been sent by our International Carrier (Mobile Network Operator) partner and all charges are immediately posted to your pre-authorized credit card. All charges and calls made during the previous month will appear on this invoice, please note billing cycle will vary from Country to Country.

Because our cell phones are contract free, you don't pay anything when you aren't using the cell phone. And because our SIM cards are post-paid, when you do make cell phone calls, you'll be billed only for your actual usage.

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2.2 When is my credit card charged?

When you place your order on-line your credit card will immediately be charged for the SIM card, delivery and any optional hardware you have purchased. After that you will be invoiced within 30 days after your first usage, at this time we will also bill your credit card and email you the usage for the period by cell number.

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Shipping Related Information

3. How is my SIM & Cell phone shipped?

Your order will be shipped via FedEx or UPS to business or residence. We offer International, overnight, second day or ground service. Any taxes & duties when sending merchandise to other Countries (if any), will be paid by the subscriber at the invoice value. Once your order is shipped we will email you the tracking number and a link to the website to track your shipment.

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3.1 Is Saturday delivery available?

Saturday delivery is not available at this time, orders placed on Friday for next day delivery will be shipped on Friday if placed before 3.00 pm or on following working day.
 
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3.2 What time will my shipment be delivered?

We ship all orders received by 3:00 pm EST the same day, at this time we do not provide Saturday & Sunday delivery service. Please see the delivery time below:

Overnight Delivery : 1 working day

Second Day : 2 working days

Ground Service : 3-4 working days

International Service : 4-5 working days.

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Dialing & Viocemail Instruction

4 How do I make a call?

Making an International Call: When making an international call you must dial the international Direct Dialling (IDD) prefix first, followed by the country code, area code and the phone number. To dial the IDD on a cell phone you need to dial the + sign.

Example: To call back to North America, dial: +1 followed by the area Code and phone number

Example: Calling 408 333 4444 a number in United States, dial + 1 408 333 4444

Making Local Calls:

When making a local call (a call within the country you are visiting) dial 0, followed by the area code and the phone number. Example: Calling 44 (0) 208 222 6666 a local number in the UK, dial 0 208 222 6666

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4.1 How do my contacts dial my cell phone number?

How others can call you on our Rebelfone service: People calling you from an international location must dial the required international access code, the country code, and your cellular number. In this case, the 0 is not required.

Persons calling locally must omit the country code and include the bracketed ' 0'.

Example: If you are in France and your number is 33 (0) 6628 555 66 callers dial:

From North America 011 33 6628 555 66

From Europe 00 33 6628 555 66

From within France 0 6628 555 66

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4.2 Where can I find international country codes?

Use the tool below to find the number you must use to dial an international call. http://www.countrycodes.com.

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4.3 How do I set up voice mail?

Voice mail is already activated on most of the SIMs/Phones. If it´s not the case this can be done by dialling a code on the cell phone, please refer to the quick reference guide sent to you. If it still does not work contact us at: support@rebelfone.com indicating issue and we will help you to set it up.

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Roaming Related Information
 

5 What is roaming?

Using your cellular phone outside of your carrier’s limited service area or home calling area is known as roaming. It is a service made available by RebelFone by which you, as a subscriber, can use your cell phone even when you are in the coverage area of another service provider or another country.

RebelFone does not recommend using our local SIM cards or phone for any particular country outside of the home calling area. The rates we mention are only valid when traveling in the host country. When you leave the host country you are charged roaming rates. Roaming is very expensive and can be as high as $3 - $5 per minute.

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5.1 How can I avoid roaming?

You can simply avoid the unnecessary roaming charges

1. By not using our local SIM Cards or phones outside the home calling area

2. All of the SIM Cards & Phones that are shipped out of our facility are tested beforehand, however if you wish to test the service before you depart for your trip please ensure you do not make or receive calls. You can make a quick outbound or inbound call and disconnect before it is answered

3. By not setting up the voice mail while you are still in US. While in roaming, you can be charged for calls diverted to your voice mail also, even if you don’t answer.

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SIM Card return related information
 

6 How do I return my items once I am done?

You can choose to send the items by USPS or any other postal service. Please emails us the tracking number at: support@rebelfone.com so that we can track the items for you. Once we receive them, we will send you the confirmation email.

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6.1 Where should I return the items?

You can send the items at the below mentioned address:

RebelFone Fulfilment Center, 6601 Lyons Road, STE E1, Coconut Creek, FL – 33073, USA

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6.2  I already returned my items, why am I still receiving emails?

Due to the high number of returns we are receiving, it may take longer than normal to close your account. As long as the package containing your items was postmarked for return within the 7 day grace period NO late fees will be applied to your account. You may receive automated email notifications regarding returning your items. We encourage you to track your package to see the status of its delivery. An email will be sent to you confirming the return once your items are processed for return.

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6.3 Can I return my items outside the U.S?

All clients must return the items to our return shipping center in the USA only: RebelFone Fulfilment Center, 6601 Lyons Road, STE E1, Coconut Creek, FL – 33073, USA.

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Follow me service

7 What is Follow Me service?

With RebelFone's Follow Me service you can use your own US mobile number and avoid expensive roaming charges on all calls. You will be assigned a US virtual number, which people in the US can call to reach you abroad without having to place an international call or you may simply forward your existing mobile/landline number to this US virtual number before you depart and all calls will be forwarded to your number abroad.

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7.1 Why should I take Follow Me service?

You should take our follow me service if you like to retain your US mobile, home or office number abroad. Or, if you do not want your contacts in North America to incur long distance charge while reaching you abroad.

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