FAQ

Top 5 questions

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Transatel DataSIM is a prepaid mobile service offered by the Transatel company, which allows you to access the Internet and stay connected wherever you are in the world and without paying expensive roaming fees.

To sum up our offer:

  • 120+ countries covered, new countries are automatically added to your SIM card when available
  • No swapping SIMs when changing countries, configure it and it’s done
  • Tri format SIM that fits any devices: laptop, tablet, computer, Mifi, personal hotspots
  • Local rates for all the countries we cover and special data bundles to get an even more competitive price
  • A free selfcare to check your acocunt and recharge anytime anywhere
  • A multi-lingual support to assist you when needed

Not totally convinced? Still have questions? Call us +33 174 959 511 or email us customerservice@transatel-datasim.com

 

APN settings are the Access Point Names, that need to be configure so you can connect to the Internet.

For Transatel DataSIM here are the ones to enter:
APN name = mobiledata
Username: (empty)
Password: (empty)
Authentication: (empty)

For detailed assistance please download our userguides below:

DOWNLOAD OUR SIM CARD USERGUIDE

DOWNLOAD OUR 3G WIFI HOTSPOT USERGUIDE

DOWNLOAD OUR 4G WIFI HOTSPOT USERGUIDE

If you are not able to connect to the internet please first check that:

  • Your APN settings are configured correctly (see question above)
  • Your data roaming option is enabled (see Support part below for details)
  • You still have credit or a data bundle on your account by going on https://tds-selfcare.com
  • You have signal bars showing on your device’s screen

If all those elements are fine, contact our Customer Service by phone:  +33 174 957 511 or by email: customerservice@transatel-datasim.com.

Make sure you give the maximum information in your email so we can assist you:

  • SIM number
  • Problem description
  • Is it permanent or did it work before?
  • Your exact location and time (if you can)

 

A recurring bundle is an internet pack with a data envelope that is renewed automatically at specific intervals, for example ‘200 MB per day for 10 days’, or ‘1GB per month for 3 months’.

The recurring bundle is paid in one go at the date of the initial purchase for the total duration.

You can buy a recurring bundle with your available credit balance, or by credit card.

This offer is only available for recharging. Simply log into your https://tds-selfcare.com account. There, you will find the catalog of Transatel DataSIM offers, including recurring bundles.

Of course! The SIM card can be used in any unlocked* laptop, tablet, USB dongle and Mi-Fi hotspot which has got a SIM slot.

Not sure your device is unlocked?  The best way is to insert a SIM card from a different operator into your device and see if it works. If it does, it means your device is indeed unlocked. If not, you can simply buy our Wifi hotspot.

*Unlocked means that you are authorized to use your device with another operator than the operator from whom you initially bought your device. If you have any doubt, just try to put a SIM from another operator in your device and see if it works. Otherwise you can simply buy our Wifi hotspot.


Online payment and delivery

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Yes of course! We ship worldwide both SIM cards and mobile wifi hotspots!

However, please note that Transatel is not responsible for customs duties or additional taxes required by the destination country when sending a package outside of the EU.

The delivery fee for your order depends on the quantity of products, the destination, and on the shipping method you select.
For more detailed information about shipping check out our Delivery Information page.

We dispatch any order within two working days. We cannot guarantee exactly how long it will take for your order to arrive, because we cannot account for postal issues. However – this is how long it should take, approximately:

To the European Union: 4-7 working days
To the Rest of the World: 7-12 working days

If you are in a hurry, you can choose the Express Shipping option and have your letter/package delivered within 1 day in the EU and 2 in all other countries!

For more detailed information about shipping check out our Delivery Information page.

Yes, your order can be shipped to the hotel where you will be staying.

If you are staying at an apartment or a hotel where your name is not on the mailbox, you will need to find out what name is on the mailbox, and put this as the first line of the address instead of your own name.

You must also notify the hotel or the apartment owner that you are expecting a package from Transatel, otherwise they may refuse the package, and it will automatically be returned to us.

For payment, Transatel Mobile uses Ogone 3D secure. The entire payment process is protected. You can be sure none of your information can be seen on the Internet when you see these signs:

Verified by Visa / MasterCard SecureCode
American Express SafeKey℠

To make sure that the payment process is entirely secure, once you have entered your card number, expiration date and cryptogram, you will be redirected to your bank’s page.

Your bank will ask for information that only you know (e.g.: password, PIN code, etc…), depending on your bank. Once you have answered the relevant questions, you will be immediately redirected to the website.

This ensures that nobody but you can use your card to make a payment on our website.


Getting started

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You do not need to do anything to activate your SIM card, your line is automatically pre-activated.

To start using your SIM card, you just need to set your APN settings (APN name: mobiledata) and make your first Internet connection.

Please make sure that the data roaming option is turned on.

You can enable data roaming on your device by following these paths:

Android: Settings > Wireless & networks >Mobile networks > Data roaming > ON
iOS: Settings > General > Network > Data roaming > ON
Windows Phone: Settings > Cellular + SIM > Data roaming options > Roam
Laptop: a pop-up window will open asking you to allow data roaming or not, choose YES

DOWNLOAD OUR 3G WIFI HOTSPOT USERGUIDE

DOWNLOAD OUR 4G WIFI HOTSPOT USERGUIDE

To offer this unique solution, and take advantage of local rates in many countries of the world without having to change your SIM card, Transatel has negociated specific roaming agreements with operators worldwide. To benefit from these agreements, roaming parameters have to be enabled on your device. Your Data SIM card will only work in countries where Transatel has negotiated local rates, so there is no risk for you to enable data roaming.

It’s very easy! After receiving your hotspot, you should follow these 4 simple steps:
1.Insert the SIM card and the battery
2.Referring to the battery door:
Connect to the SSID as your WI-FI network > Input the Wi-Fi key as the password > Connect
3.For Windows users, a dialogue box will appear asking you how you want to connect to the Hotspot >> select “Home”
4.Open your browser and type 192.168.8.1 and hit enter
You will be prompted with a login box
Username: admin
Password: admin

After this, it’s ready to use!

DOWNLOAD OUR 3G WIFI HOTSPOT USERGUIDE

DOWNLOAD OUR 4G WIFI HOTSPOT USERGUIDE

1. Using your SIM card 3G connection go to tds-selfcare.com from your device
2. You will be asked a login name and password to create an account if this is your first connection

This account will be needed to connect from other computers or Wi-Fi to top-up your account later.


Support

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To check your balance, simply connect to your Selfcare account. You will find the link in the “Recharge” tab.

To recharge your account, connect to https://tds-selfcare.com. You can also find the link in the “Recharge” tab.

Below is the amount of time we estimate it should take your SIM to arrive, once dispatched. We do not guarantee exactly how long it will take for your order to arrive because we cannot account for postal issues:

To the European Union: 4-7 working days
To the rest of the world: 7-12 working days

For more detailed information about shipping check out our Delivery Information page.

If your SIM has not arrived within the time frames above, please contact customerservice@transatel-datasim.com with your name, order number, date of purchase and any other useful information. We will then investigate as to why your SIM card has not arrived as planned.

If your SIM card got lost or stolen, please order a new Data SIM card on our web site, and then contact our customer service at customerservice@transatel-datasim.com. We will then transfer the remaining balance of your previous SIM card to your new one. Please include your full name and SIM card number.

When you purchase your SIM card the validity of the initial credit/initial data bundle included on the SIM only starts when you make your first internet connection.

Then, your SIM card stays active for 18 months after your last usage (this way you can keep your card and recharge it for your next trip, even if you only travel once a year)!

When you recharge credit or data bundles, those also have a limited validity depending on the amount you recharge:
– 25 euros is valid for 3 months
– 50 euros is valid for 6 months
– 100 euros is valid for a year
– Data bundles are all valid for 30 days.

This validity period starts as soon as you recharge your account.


Bundle

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A data bundle is a data plan that gives you 1GB of data for a fixed price for specific destinations or zones.

Transatel DataSIM offers specific data bundles for zones or destination.
For detailed information, please chick Recharge

You can purchase data bundles  here.

You can also recharge all data bundles on Recharge page. Once you have your Transatel DataSIM account, you are able to either convert your initial credit to a data bundle or directly recharge a data bundle.

To convert or recharge a data bundle, please go to https://tds-selfcare.com

You can recharge your bundle or convert your existing credit to a bundle wherever and whenever you like by connecting to your pay-as-you-go DataSIM account here https://tds-selfcare.com

For more information, see our Recharge page

All data bundles are valid for 30 days. The time starts when you convert or recharge the data bundle.

Yes, you can purchase a new data bundle whenever you want. And you can purchase the same data bundle when your previous one has 50MB left.


Recurring bundle

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A recurring bundle is an internet pack with a data envelope that is renewed automatically at specific intervals, for example ‘200 MB per day for 10 days’, or ‘1GB per month for 3 months’.

The recurring bundle is paid in one go at the date of the initial purchase for the total duration.

You can buy a recurring bundle with your available credit balance, or by credit card.

This offer is only available for recharging. Simply log into your https://tds-selfcare.com account. There, you will find the catalog of Transatel DataSIM offers, including recurring bundles.

By subscribing to a recurring bundle, you no longer worry about recharging. It will automatically renew itself at the desired time.

In subscribing to a recurring bundle, you also get the best price per megabyte for your type of usage.

Simply log into your https://tds-selfcare.com account. There, you will find the catalog of Transatel DataSIM offers, including recurring bundles.

You can buy this pack with your available credit balance or by credit card.

Your recurring bundle is automatically renewed, according to the time of your subscription, and depending on your purchase type.

When you purchase a recurring bundle, you subscribe in advance for a fixed term. This is a prepaid offer, so there’s no commitment.

For example, if you have simultaneously subscribed to a recurring bundle for France and a France country bundle, your recurring bundle will be prioritized.
Note: Any available credit balance with be the last to be used.

1. Country recurring bundle
2. Country bundle
3. Continent recurring bundle
4. Continent bundle
5. Credit

You’re free to purchase additional recurring bundles.
However, you can’t purchase another recurring bundle for the same location.

For example, if you are subscribed to a France recurring bundle, you can’t buy another France recurring bundle, but you can buy a Europe recurring bundle.

If you’re out of data, you can easily recharge with an add-on, additional recurring bundle or country-specific bundle to help you reach your renewal date.

View your options here.

Yes, you can subscribe to as many add-ons as you wish.

You will lose any unused data after the expiration period of your recurring bundle.


Miscellaneous

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Yes, once you have made the first data connection from your SIM card, you have 15 days to return all the personal information we have requested from you, otherwise we are required by law to suspend your line.

The information we need can be found on the registration coupon, and can be sent to us by post or by email.
Our contact information can be found in the question below.

If you cannot find the answer to your question in this FAQ list, you can contact the Transatel DataSIM team in the following ways:

E-mail: customerservice@transatel-datasim.com
Phone: +33 1 74 95 95 11

Please note that our Customer Service is open at the following times (all quoted times are Central European Time)

Monday to Friday: 9:00AM – 1:00PM and 2:00PM – 6:00PM
Saturday: 2:00PM – 6:00PM

If you are looking for a data plan, don’t worry we also have one for you called Transatel Mobile . Click here

You can find our General Terms of Sale at the bottom of the page or by clicking here.