top of page

FAQ

​

First Use:  Your AY Security SIM Card

The AY Security SIM card is an international roaming SIM which will allow you to manage your calling and data costs. The service is prepaid so you do not have to worry about a bill shock again. This SIM is set to automatically connect to our preferred networks in any of the countries that the AY Security SIM can be used. This will ensure that you have the best connection possible at all times.

​

What to do on receipt of the SIM

After receiving your AY Security SIM, just place the SIM in an unlocked handset. The contract will be activated on first use. As the SIM is a “roaming” SIM, it can take upto 2 minutes for a network to be selected and the phone operational.

 

Phone Compatibility

All AY Security SIM’s support the 3 SIM card sizes. However, as some foreign networks may run on different frequencies, you need to check whether your phone will be compatible specifically with the countries that you are travelling to (we recommend that you go through this step if you have an older/more basic phone). In particular please contact the Support team if you are travelling to Japan or United States, as those countries require a newer handset due to their specific frequencies.

 

When does the SIM contract expire?

Dial *100# into the handset and a message will be sent to the display advising you of the date.

​

If asked by support for my SIM details, how do I get the information?

Dial *110# into the handset and the last 6 numbers of the SIM will be displayed on the screen. If you have purchased a DID (Direct Inward Dialling) number, this will also be displayed.

 

Unable to connect to a network

If the AY SIM does not automatically connect to a network, try to connect it manually. Manual Network Selection 
On an iPhone:
Step 1. Go to Settings
Step 2. Select Carrier
Step 3. Switch automatic OFF
Step 4. Select each network in turn to find a stable connection
Step 5. Make a test call 

 

On all other mobiles:
Step 1. Go to Phone Settings
Step 2. Go to Mobile Networks or More Settings
Step 3. Find Network Operators
Step 4. Search for networks
Step 5. Select each network in turn to find a stable connection
Step 6. Make a test call

 

Data

Why isn’t secure data available in the country the AY SIM is roaming?

Due to high data charges, we are not able to offer data in all countries. In the event that you are travelling to a country where data services are not available, please contact your hotel or place of stay to inquire about WiFi services.

 

Switch secure data off?

On receiving your AY Security SIM, data is automatically switched off. On purchase of a data bundle, follow the data setup instructions to enable data and use the service.

 

To set up secure data

To be able to access data on your device, you will first need to save the AY Security Data Setting and then turn Data Roaming On. For iPhones:

  • Step 1: Insert your AY Security SIM

  • Step 2: Connect your iPhone to WiFi

  • Step 3: Dial *172# and click on the link in the text message that you receiveFor all other phones:

  • Step 1: Insert your AY Security SIM

  • Step 2: Dial *172# and click on the link in the text message that you receive

For iPads and manual data set up for iPhones:

  • Step 1: Insert your AY Security SIM

  • Step 2: Go to Settings > Cellular/Mobile > Cellular/Mobile Data Networks and change the Cellular/Mobile APN to: globaldata Ensure globaldata is written as one word, all lowercase. You can leave the username and the password blank.

For Android tablets or manual data setup for Android phones:

  • Step 1: Insert your AY Security SIM

  • Step 2: Go to Settings > Wireless and Networks > Mobile Networks > Access Point Name

  • Step 3: Create a new Access Point Name (APN) by either clicking on the + symbol or by clicking on the menu button on your handset and select Add APN or New APN

  • Step 4: Create a new APN and type the following into the APN settings: Name: globaldata APN: globaldata Username: (blank) Password: (blank)

  • Step 5: Save the new details and ensure they’re selected.

 

Calls

Making a call with an AY Security SIM

Always dial the full international number when dialing. For example, 07123 456789 will be dialed 00447123 456789 or +447123 456789. So the dialing steps:

  • Step 1 Dial the number you wish to call in full international format. Calling a UK Mobile 07123 456789 Add + , Country code and drop the zero Dial on your AY Security SIM +447123 456789

  • Step 2 Press the call button

  • Step 3 In a few seconds your phone will ring

  • Step 4 Answer this call

  • Step 5 You will hear “Please wait while we connect your call.” Please wait until your call is connected. Hint: When dialing both locally and international remember to dial the full international format for all numbers.

Alternate dialing method if above does not connect If you find that you are dialing correctly but still cannot make a call, please try replacing the + with a * and adding a # at the end. For example to call the UK mobile number 07123 456789 you would then dial *44 7123 456789#

​

Why are calls not going through?

If you are experiencing difficulty making calls this may be one of 2 factors. You may not be dialing correctly or you may be on an unsupported network.

  • Step 1. You should first check that you are dialing correctly. To call from your AY Security SIM, you need to call in the full international format. This means you need to call with a + then country code then the number.

If you find that you are dialing correctly but still cannot make a call, try replacing the + with a * and adding a # at the end. If you are calling a UK mobile 07123 456789, you will be dialing on your AY Security SIM, + or 00 44 7123 456789 or *44 7123 456789#

  • Step 2. Try manually selecting a different carrier:

On an iPhone:

  • Step 1. Go to Settings on your iPhone

  • Step 2. Scroll down to find Carrier/mobile

  • Step 3. Switch ‘Automatic’ OFF

  • Step 4. Select each network in turn to find a stable connection, then dial again

On an Android:

  • Step 1. Go to Settings on your device

  • Step 2. Find Wireless and Networks

  • Step 3. Then click on Mobile Networks or Network Operators

  • Step 4. Your device will now search for networks around you

  • Step 5. Select each network in turn to find a stable connection, then dial again

Using all other mobiles:

  • Step 1. On the main Menu of your device, find Settings

  • Step 2. Look for the option Mobile Network or Connectivity

  • Step 3. Scroll down until you can find the option called Operators or Network Selection

  • Step 4. Select Manual search

  • Step 5. Select each network in turn to find a stable connection, then dial again

 

I’ve changed the displayed number but on the handset of the person I am calling, it is saying “withheld”

The displayed number being withheld is a setting change in the handset For iPhone: Go to Settings>Phone>Show My Caller ID, wait a few moments and then push the switch to ON For Android: Go to Phone and in the top right hand corner, press the triple dots Press Settings>Calling Accounts At the top left press Settings>Additional Settings Select Caller ID and change to the required setting

Note: Regardless of how you have set up your data, you will still need to enable Data Roaming to be able to access the internet on your device Important. When you do not wish to use data, we recommend that you turn data roaming OFF to avoid being charged for data using features such as emails, WhatsApp updates, etc.

​

bottom of page