2014년 1월 12일 일요일

[EG SIM Card] Our most frequently asked questions

I. About purchasing EG SIM Card

1. Will my phone work with your service?
You are certainly able to use EG SIM card with your phone if your phone is applicable to below requirements.    

1.1 Compatible phone 
- Most 3G wireless providers in Korea use the UMTS/HSDPA frequency of 2100 MHz.
- Make sure your phone supports this frequency in order to have full 3G speed.
- Make sure your phone supports Windows, Android and iOS. 

1.2 Unlocked phone 
You must have an unlocked phone to use EG sim card in South Korea.
- If your phone is not unlocked, you will not be able to use our service. If you would like to check your status, please contact your mobile provider.
- To identify an unlocked phone please click here!



2. What kind of sim do I need in my phone ? 
When you order our SIM plan, you will have the option to choose a regular SIM or a Micro SIM or Nano SIM. The type of SIM you require will depend on your mobile phone. 
- For further details : please click here!

3. Can your service use nationwide coverage across South Korea ?
We make it easy to stay connected while travelling anywhere in South Korea, you can use data or calls, text nationwide anywhere including Jeju island.
- How to share your mobile device’s data connection with other devices (iPhone/iPad) :please click here ! 

4. How do I get EG SIM Card after online purchase? 
We offer 3 ways for your to get the EG SIM card, which is different online delivery service you need such as Collection Place Service, and Domestic (South-Korea) Delivery Service and International Delivery Service.

4.1 how to do in collection place ?
You can collect EG SIM card at specific collection places as follows when you buy online with using your global credit card at least 2 days before.
1) Where is collection places ? 
- ICN Airport : “K Books”, 
Gimpo international airport : EG Mobile agency”,
Gimhae  international airport : Premium Travel Center
- Seoul Station : “Premium Travel Center”, 
- Myeongdong : "Seven Exchange" and "EG Mobile agency", 
- Insadong : Evergreen Mobile head office. 
For further details :  please click here!
2) When will you provide me with my local Korean number ?  
You will know it when you collect sim card at collection places.
3) How much is it ?  
You will pay for value 20,000 KRW and sim card fee separately, such as regular and micro sim card fee is 5,500 KRW, nano sim Card fee is 9,900 KRW.  

4.2 how to do domestic delivery Service ? 
When you buy online with using your global credit card at least 5 days before, you can get  EG SIM card at your staying address  such as Hotel, house, office and so on, including Jeju Island.
1) When will you provide me with my local Korean number ?  
You will know it when we shipped the packages to your staying address.
2) How much is it ?  
You will pay for value 20,000 KRW and sim card fee and domestic shipping fee separately as below. 
(1) Sim card fee
- Regular and Micro sim card fee is 5,500 KRW, 
- Nano sim Card fee is 9,900 KRW.  
(2) Domestic shipping fee is 3,000 KRW
            
4.3 how to do international Delivery Service ?
When you buy online with using your global credit card at least 7 days before, you can get  EG SIM card at your staying address such as Hong Kong, Singapore, Taiwan by EMS which is an international postal Express Mail Service, for documents and merchandise, offered by postal operators of the Universal Postal Union (UPU). 
1) When will you provide me with my local Korean number ?  
You will know it when we shipped the packages to your staying address.
2) How much is it ?  
You will pay for value 20,000 KRW and sim card fee and international shipping fee separately as below. 
(1) Sim card fee
- Regular and Micro sim card fee is 5,500 KRW, 
- Nano sim Card fee is 9,900 KRW.  
(2) International shipping fee is as follows.
DestinationShipping Fee (KRW)Required shipping days
Taiwan17,100 KRW2- 4 days
Singapore16,800 KRW1- 3 days
Hong Kong18,000 KRW2- 4 days
(3) You can buy sim card case and top up additionally.

4.4 Can I order online more than one EG SIM Card at a time with same delivery address ? 
It is possible to order more than one SIM on our website,if you want to buy multiple products you will order it at the same time.
For further details : Please click here !

4.5 I ordered my SIM card online. Am I supposed to receive a confirmation email with the order number ?
It is possible to to check/receive your order again on our website. 
(1) Visit our website and login 
(2) Click Home > My account > Order history.


4.6 Will I have to activate Sim Card ?  
You don't need to activate it before use when you buy it online.


4.7 What SIM card sizes do you provide?

We provide the three most popular SIM card sizes, regular, Micro and Nano. During checkout you will be asked to provide your device type. Based on your device we will select the correct SIM card size to ship to you to collect at the specific collection places.

5. How do I buy EG SIM Card at selling points directly ?   
You are able to buy EG SIM card including regular and micro sim directly at convenience stores and selling points,in Incheon, Gimpo, Gimhae international airport including Seoul Station, and the famous places in Seoul and Busan, Jeju Island. 
-  where is it in Seoul ? : please click here ! 
-  where is it in Busan? : please click here !
-  where is it in Jeju ?   : please click here !

1) Can I use Sim Card immediately ?  
You should activate it before use in your phone under connected wifi zone or in desktop when you buy the EG sim card at those selling points above.
- for further details : please click here !

2) 
What SIM card sizes do you provide? or will I have a Nano Sim Card ?

We provide the two most popular SIM card sizes, regular, Micro. I am afraid that you are not able to buy nano sim at those selling points yet. You will have to cut micro sim to fit it yourself.

- for cutting it : please click here !


3) How much is it ?  
It is available in denominations of 30,000 KRW or 50,000 KRW including sim card fee. 

4) Where to buy it at 
in Vancouver, BC, Canada

6. What's difference between online and offline shop ? 
One of the differences is business hours in collection places and selling points. Especially, when you arrive in airport so early or late, you can’t collect EG Sim card at collection places but you will have to buy it at specific selling points directly. 

7.How do I use to data plan 
You don’t need to purchase data plan separately if you buy EG sim card, have only to use data plan with your balance in your account.
with a EG SIM card, you can cut costs and have a better, less-expensive trip while traveling South Korea.

1) How do I apply for first data plan ?
It's possible to apply for data plan on our website or apps
- for further details : Refer to "Q1" !  

2) How do I apply for data plan if data plan's validity expired ?
You have only to apply for data plan again as like 1) above.
- for further details : Refer to "Q2" !  

3) How do I top up  data credit if my data credit is zero balance?
Once you have enough account balance, it's possible to top up for data with it through apps or webpage. 
- for further details : Refer to "Q3" !  

4) How do I change data plan ? (From 1GB/500MB to 500 MB/1GB)
It is possible to change data plan when your data credit is zero balance. It is simple that you have only to terminate your data plan applied and then apply for data plan that you need again on our website or apps
- for further details : Refer to "Q4" !  

5) Which data plans should I choose and how much will I pay for it ?

For 30 days validity period, we offer 3 different data plan depending on the amount of data you need.
- 1GB is 16,500 KRW     (olleh wi-fi is available, 30 day-Validity),   - 500MB is 11,000 KRW (olleh wi-fi is available, 30 day-Validity),  
- 100MB is 5,500 KRW   (olleh wi-fi is unavailable, 30 day-Validity)
- for further details : Refer to "Q5" !  

II. About using EG SIM Card


1.How do I Top up? What are my top-up payment options?
You can top up your credit using either your credit card online or buying a top-up voucher.

1) How do I top-up with a credit card online ?
We have a Top-up option that’s Safe & Secure, Convenient for you.
It's very easy to top-up your account using a credit card.
The Minimum top-up amount may be 10,000-won.
We accept :  VISA, Master, JCB, Amex
Just  follow these instructions from Apps or website:
Refer to "Q1" !
             
2) How do I top-up with redeem voucher ?
Our vouchers can be bought in convenient store providing seven eleven, GS25, CU, c space, Mini stop.The Evergreen redeem voucher (top-up cards) are available in denominations of 10,000-won , 30,000-won or 50,000-won. 
Just  follow these instructions Apps or website or ARS:

2. How do I check if my sim card expired or not ? 
You can check your validity credit using either website or apps.
Please note that
- After expiration date, remaining balance is expired as well.
- After expiration date, outgoing calls are restricted and receiving calls are available for 14 days, and Number gets expired after 45 days.
- If your balance is zero in remaining your validity, receiving calls are available for 14 days, and Number gets expired after 45 days.
Just  follow these instructions from Apps or website:

3. What Should I do if Sim card doesn't work on my phone ? 
Please see the below user guide for your easy reference for start up EG sim card quickly.
 
1) Airplane mode off
- Tap Settings > Airplane mode, then turn airplane mode off.
2) Wi-Fi mode off
- Tap Settings > Wi-Fi, then turn Wi-Fi off.  
3) Power down,
4) Replace into EG sim card  
5) Power on
6) Do setting APN (Access Point Name) : Refer to "Q1" ! 

4. What Should I do if sim card still doesn't work after purchase offline and trying to do start-up procedure above? 

It sometimes happens that your phone still is not working after trying to do start-up procedure due to not being connected our wireless Network. In advance, you will have to request your device details information so that we will register yours info to the network management system. 

2. What Should I do if I can't connect to the free olleh wi-fi ? 

In order to connect to the free olleh wi-fi, you will have to request your device details information so that we will register yours info to the network management system.


Requests Procedures is as below.  
Step 1 : Open the browser 
Step 2 : Visit our website: http:// www.egsimcard.co.kr
Step 3 : Tap  My account > Check Phone Number
(1) Enter phone number on the sim card envelope.
(2) Tap the ‘here’ at the network (Trouble shoot wireless problem)
(3) Enter last 3digits serial no. on the sim card label.
(except character “F”) 

Step 4 : Fill in the application form.
(1) Enter IMEi and Wi-Fi Mac address and phone model name
(2) Tap the Register button
(3) How to find out these info above?
: you can get these details in the setting apps on your own phone. 

Step 5: We will register your device details information requested above within business hours below.
(1) It is processing time only less than 10 minutes.
(2) Business hours for registering device details information
       - Monday to Friday : 9:00 ~ 22:00
       - Weekend & Holidays : 9:00 ~ 18:00
(3) We will process your application after 09:00 next day if you submit your request after our business hours. 
Step 6: Reboots your phone if the procedures is completed.
- You may get some message or pop-up and so on if connected to the network signal and then reboots your phone.     
- System will send an email to you if the registration successful. 

* Tracking Information
You may track the progress of this application by accessing onto www.egsimcard.co.kr ,
(1)   Click Home > My Account > Check phone number.
(2)   Enter your phone number. (omit “-“)
(3)   Click “here” at Network (the troubleshoot wireless problem).
(4)   Enter your sim number last 3 digits.
(5)   You can check if your application completed or not.  

5. What Should I do if I can't connect to the free olleh wi-fi ? 

In order to connect to the free olleh wi-fi, you will have to request your device details information so that we will register yours info to the network management system.

 Requests Procedures is like as above.  


6. What should I do when got the problem through the apps for EG SIM card ?
We knew that some customers got the problem when using the apps. We enhance the monitoring function of our webpage which may let you more easy to check and manage your account (balance/ expiry date / top up balance / apply data plan..etc)

(support android, IOS, Window mobile. Including sim card which sell from GS25 ,collection place and the free sim card event )
- for further details : here you are !  

7. How do make a international call with EG Sim card ?
Please make a international call as follows :

(1) Enter 0808707899
(2) Press call button
(3) you can hear 'language Selection ", 
(4) Select language
(5) Enter nation code + telephone number + #
---> xx423392#

8. What is apps for EG sim card and where can I download it ?
This is a simple apps that lets you check your balance as well as letting you top-up, apply for data plan, ,check usage for data and calls, top-up history and keep in touch with our customer service center.

Download  “EG SIM Card” at the play or app store. 

III. About returns and refunds 


1. What's your return policy when returning a product to you which purchased from EG sim online Site ?

1.1 Standard Returns & Refunds Policy
We want all our customers to receive high quality products.
If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), or the product cannot use, or if you can’t collect the EG Sim Card due to your personal reasons at specified
collection  places, please don't hesitate to contact our customer service:
- E-mail address: egsim@egmobile.co.kr ,
Hotline : 899-6120 (+82-1899-6120 : from your country).

When contact us about your order, please be sure to include your order number and EG Sim card phone number.

If you send us an email, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.

If you are not completely satisfied with your product, simply return the unused product(s) in its original unbroken packaging within 14 days of receipt for a refund.
All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product.
Otherwise it will not be possible to obtain a refund.

1.2 How to Return An Item
You must pay for the freight to return the goods and this must also be arranged by yourself.
: Please refer to return process below.
The goods are your responsibility until they reach our office.
Please ensure you pack the return safely to prevent any damage to the products or boxes.
Your claim should be send to us as soon as possible.
If your claim is justified we will refund your full expense.   


1) What is your return mailing address?
Our mailing address is:Dong-duk B/D 5F(2F) 68, 
Ujeongguk-ro, Jongno-gu,
Seoul, Korea (110-300)


1.3 Refunds 
Once we receive your item or you can’t collect the EG Sim Card due to your personal reasons at specified collection  places, a refund is initiated immediately. The way your refund is processed depends on your original payment method:
If you paid by credit, refunds will be sent to the card-issuing bank within five business days (of receipt of the returned item). Please contact the card-issuing bank with questions about when the credit will be posted to your account.


If for some reason your device is incompatible with our service and you had provided us with your unlocked device, we will provide a full refund including shipping and sim card fee. If your device is incompatible with our service and you had provided us with your device is locked, we will provide a refund excluding any shipping costs and sim card fee.