Frequently Asked Questions

1. Where can I buy the SIM card?

  • Visit our on-line shop here
  • Our SIM card is a 3 in 1 SIM and the MICRO/NANO SIM can be snapped out of the standard SIM if needed.

2. What delivery option should I choose when buying Maxroam on-line?

The options available are dependent on which country you are having the SIM delivered to and when you are travelling.

Ensure that there is sufficient time for delivery to be made before you travel.

  • Maxroam currently offer 2 delivery options
  • Standard Post: 1-10 Working days (depending on your location)
  • Courier Post: 1-5 Working days (depending on your location)
  • You will find out exact shipping time and cost after choosing your country at the checkout page.

Orders to Brazil

  • A number of SIM cards that we despatch to Brazilian addresses are delayed in Brazilian Customs, awaiting customs clearance. Unfortunately these delays are beyond our control.
  • We recommend that if you have not received your SIM card by the expected delivery date check with your local Customs office.

3. How will this transaction appear on my credit card?

On the credit card statement, a line will appear referencing Cubic Telecom along with the transactional fee. Cubic Telecom is the network partner for Maxroam.
In some very exceptional cases, there may be an additional charge passed on by your bank for which Cubic Telecom has no control.

4. What kind of mobile phone do I need to use Maxroam in the countries I will be roaming in?

The service will only work on an unlocked mobile phone

  • An unlocked mobile phone will allow you to use a SIM card from any mobile provider.
  • If you are unsure if your phone is unlocked please call your mobile provider who will be able to advise you.

Your Maxroam will work in more than 200 countries, to confirm that those you will be visiting are covered visit our coverage page here.

You should ensure that your phone supports the frequencies used for mobile networks on the countries you are visiting.

  • You can refer to your mobile phones user manual to identify which frequencies your phone supports

5. In which countries can I use my European bundles and Global bundles?

  • For travel throughout Europe. Countries covered are:

    Albania, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Vatican City, Turkey & United Kingdom.

    Please note that for calls made, only calls terminating in any of the countries listed above will be included in the bundle.

  • For travel throughout 66 Global destinations. Countries covered are:

    Albania, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Vatican City,Turkey, United Kingdom, USA, Canada, Argentina, Brazil, Chile, Costa Rica, El Salvador, Mexico, Uruguay, Nicaragua, Australia, New Zealand, Indonesia, China, Cambodia, South Korea, Malaysia, Philippines, Singapore, Thailand, Taiwan, Japan, Hong Kong & India.

6. How do I divert my existing mobile number to my Maxroam?

Before setting up a call divert you must do the following:

  • Activate your Maxroam
  • Purchase a local landline number. Details of this process can be found here.
    Australian mobile phone operators will only allow call forwarding to be applied to another Australian phone number. They will not allow call forwarding to an international phone number.
  • Set up call forwarding with your existing carrier.
  • All of the inbound calls to your existing telephone number will now be diverted to your Maxroam telephone number.
  • You can only have voice calls forwarded. It is not possible for SMS messages to be forwarded.

7. How much does call forwarding cost?

You will not be charged any additional fees by Maxroam.

You will only be charged the inbound call rate for the country where you receive the call.

You may be charged a fee by your existing carrier for call forwarding and you should contact them directly to clarify the costs involved.

8. How much will it cost for people to call me?

People calling you should refer to their phone provider to confirm how much it will cost to call you on your Maxroam.

By default, your SIM is set up with a UK Mobile number unless you have a local number enabled this is the rate callers will be billed for when they call you.

Learn more about setting up local numbers on your Maxroam here.

9. Can I use my existing phone number?

Unfortunately we do NOT have the rights to allow you to use your existing phone number.

However, it is possible to have calls forwarded to your Maxroam from your existing number.

You can find more information about how to do this here.

10. What local numbers can I add to my Maxroam?

It is possible to have up to 50 additional local numbers associated with your Maxroam.

Some countries require additional documentation to be supplied in order to set up a local number. This is a fraud prevention measure, and is beyond the control of Maxroam.

11. Does the Maxroam have a PIN lock?

By default the pin number on your SIM card is 0000.

If you enter the incorrect PIN number three times, your SIM card will be locked.

If your SIM card is locked please contact Maxroam Customer Support.

12. How do I check my balance?

Visit your account page here.

Dial *120# and press call on your mobile phone. Your balance will then be displayed.

13. Can I make emergency calls?

Yes – wherever you are in the world you can dial 999 or 112.

14. Can I send MMS?

Unfortunately our service does not support MMS.

15. Will my Maxroam credit expire?

Yes, your credit will expire 365 days after it was purchased, unless further top-up or credit has been applied within that period.

Bundles purchased have different expiry dates and these are listed when they are purchased.

16. How do I check my data usage?

Visit your account page here.

Select the 'Call History' option and select 'Display History'.

17. Can I dial Freephone/Premium numbers?

Unfortunately we do not support calls to Freephone/Premium numbers.

18. What should I do if I lose my SIM Card?

Contact Customer Support via phone or email as soon as possible.

19. Special Requirements for using Maxroam in Japan and South Korea.

These two frequently visited countries require a phone that is 3G enabled and can support the frequency WCDMA 2100.

Refer to you phones manual, or contact the manufacturer to confirm that your phone meets these requirements.

20. Will my Blackberry device work with Maxroam?

Yes, however Blackberry Messenger (BBM) and Blackberry Email will not.  This is because the of restrictions placed by the manufacturers of Blackberry, Research in Motion (RIM).

You will be able to make calls and send SMS messages.  In order to use data, and access the internet you will need to install an alternative web browser. One browser we have tried and tested is called Opera.

21. How do I make calls?

See our How to Guide here.

22. How do people contact me?

See our How to Guide here.

23. How do I activate my Maxroam?

See our How to Guide here.

24. What is my telephone number?

You will receive your roaming number once you have registered your account. This number can be viewed at any time on the dashboard of your account or by dialing *123# from your device. For more information please see our How to Guide here.

25. How do I recharge my Maxroam?

See our How to Guide here.

26. How do I purchase a Bundle product?

See our How to Guide here.

27. What Payment methods can I use?

We accept:

  • Mastercard
  • Visa
  • American Express (3% surcharge applies)
  • PayPal

28. Can I use 4G services?

At present we do not support 4G services.

If you have a 4G enabled phone, you can still use our service as the phone will revert to using 3G connectivity.