Frequently Asked Questions
Usage & Troubleshooting
Are 3G and 4G networks supported?
We provide 4G/LTE access everywhere in Europe, where available. When 4G/LTE is not available, you will connect to 3G.
You will have access to the 4G network in the following countries: Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, France (mainland), Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Spain, Sweden, Switzerland, United Kingdom.
You will have access to the 4G network in the following countries: Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, France (mainland), Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Spain, Sweden, Switzerland, United Kingdom.
What are the covered countries in Europe with Orange Holiday Zen?
Orange Holiday Zen SIM Card offer works in the following countries: Andorra, Azores, Aland islands, Germany, Austria, Balearic islands, Belgium, Canary islands , Cyprus, Corfu, Crete, the Cyclades, Croatia, Denmark, Spain, Estonia, Faeroe islands, Finland, France (mainland), Gibraltar, Greece, Guernsey, Hungary, Ireland, Iceland, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Isle of Man, Norway, Netherlands, Poland, Portugal, Czech Republic, Rhodes, Romania, United Kingdom, San Marino, Sardinia, Sicily, Slovakia, Switzerland, Sweden, Vatican
How can I make a call?
Dial + (or 00) followed by the country code, followed by the number you would like to call. For instance, to make a call to Spain, dial +34 (the country code for Spain), followed by the phone number you want to call.
Can I test my Orange Holiday Zen SIM outside Europe before my trip?
No, your SIM Card will only work in Europe.
Can I use my Orange Holiday Zen SIM Card in a WiFi hotspot, pocket WiFi or tablet?
Yes, you can use the Orange Holiday Zen SIM Card in WiFi hotspots, Pocket WiFi's and tablets.
Can I share data with other devices from my phone?
Yes, you can share your data connection between several devices. Go to “Settings” and activate your “Personal Hotspot”
What to do when my internet is not working?
The mobile network Orange is activated immediately after you insert the Orange SIM Card.
If it doesn’t work properly, follow those steps:
Step 1: Don’t forget to activate your mobile data on your phone.
Going to “Settings” –>”Activate Mobile Data”
and to have 4G “Mobile Data Options”–> “Voice and data”–> “and select 4G”.
Step 2: Check if your mobile is configured to the Orange APN.
If your mobile does not automatically connect to the Orange APN, you will need to go to “Settings” and configure it to the Orange APN before you can select it.
Example on the iPhone:
a) Open your iPhone and click on Settings > Mobile > Mobile Data Network (or Edge in early versions). b) Then fill in the fields as follows:
Orange:
If it doesn’t work properly, follow those steps:
Step 1: Don’t forget to activate your mobile data on your phone.
Going to “Settings” –>”Activate Mobile Data”
and to have 4G “Mobile Data Options”–> “Voice and data”–> “and select 4G”.
Step 2: Check if your mobile is configured to the Orange APN.
If your mobile does not automatically connect to the Orange APN, you will need to go to “Settings” and configure it to the Orange APN before you can select it.
Example on the iPhone:
a) Open your iPhone and click on Settings > Mobile > Mobile Data Network (or Edge in early versions). b) Then fill in the fields as follows:
Orange:
- Access Point Name (or APN): orange
- User name: orange
- Password: orange
Can I receive or send MMS?
No, you cannot receive or send MMS.
Can I keep the Orange number for my next trip to Europe?
Your call credit is valid for 14 days after activation of the Orange holiday prepaid SIM card. However, once registered, the validity of the line validity will be extended by 6 months. For each top up taken into account, the line validity shall be extend by 6 months. You will keep the same phone number throughout the validity period.
Does my phone work with Orange Holiday Zen?
In order to use the Orange Holiday SIM Card, your phone needs to be unlocked.
Option 1: Call the customer care center from your mobile operator
Option 2: On your computer
On IPhone: Via Itunes
On Android: Download “Android Data Recovery” on your computer
Option 1: Call the customer care center from your mobile operator
Option 2: On your computer
On IPhone: Via Itunes
- Step 1: Connect the iPhone to the computer from the micro USB cable
- Step 2: Open iTunes software from your computer
- Step 3: Restore the iPhone
- Step 4: Save your settings and confirm the restoration from your settings
- Step 5: Enter the PIN and the phone will be unlocked
On Android: Download “Android Data Recovery” on your computer
- Step 1: Access to Android SIM unlock
- Step 2: Follow the instructions to unlock your phone
- Step 3: Wait for the unlocking to finish
Who to contact when I have a problem with the SIM Card?
You can contact our customer service - available 24hours a day, 7 days a week.
If you have any issues regarding the delivery, please contact +1 6465862166
If you have any technical issues regarding the network, activation etc., please contact +33 969363900
If you have any issues regarding the delivery, please contact +1 6465862166
If you have any technical issues regarding the network, activation etc., please contact +33 969363900
What are the APN settings for the Orange Holiday Zen SIM Card?
If not done automatically by your phone, please enter following APN settings:
Access Point Name (or APN): orange
User name: orange
Password: orange
Access Point Name (or APN): orange
User name: orange
Password: orange
How can I use the Orange Holiday prepaid SIM Card with a dual SIM ?
Remove your local SIM Card and insert in your phone the prepaid SIM Card or select manually the SIM Card to use.
Go to “Settings”–> “SIM Management” –> “SIM info” –> Choose the SIM Card and select YES or NO
Go to “Settings”–> “SIM Management” –> “SIM info” –> Choose the SIM Card and select YES or NO
Why do I still receive messages from Orange when I am outside Europe?
It is possible that you receive messages from Orange. This does not mean that you can use your SIM Card outside Europe- it will not work.
Is my left over credit still valid when I top up my Orange Holiday Zen SIM Card?
Your credit will accumulate with following top up packages: (1) Holiday 5GB, 1 hour calls, 500SMS and (2) Holiday 20GB, 1 hour calls, 1,000SMS. For all other top up packages, your credit will not accumulate.
What different messages do I receive from Orange?
Welcoming text from Orange ->a welcoming text from Orange with your line number.
Activation text message -> a text message with your initial credit validity period. You will have 14days to use your offer.
Registration text messages -> texts sent every two days to remind you to send us your ID information (please see 'How do I register my phone line?' below.
Phone number validity text message -> one week before the end of your line validity, you will receive a text message.
Credit consumption text messages -> texts to inform you how much credit you have used (sent when you have used 50%, 80% and 100% of your credit).
End of credit validity text messages -> at the end of your credit validity period, you will receive a text from Orange. Dial #123# for more details. If you want to keep using your Orange Holiday account, you need to top up.
Activation text message -> a text message with your initial credit validity period. You will have 14days to use your offer.
Registration text messages -> texts sent every two days to remind you to send us your ID information (please see 'How do I register my phone line?' below.
Phone number validity text message -> one week before the end of your line validity, you will receive a text message.
Credit consumption text messages -> texts to inform you how much credit you have used (sent when you have used 50%, 80% and 100% of your credit).
End of credit validity text messages -> at the end of your credit validity period, you will receive a text from Orange. Dial #123# for more details. If you want to keep using your Orange Holiday account, you need to top up.
What SIM Card formats are provided?
The Orange Holiday Zen SIM Card comes in triple format (pre-cut into standard, micro and nano) and is compatible with any device.
Activation & Registration
How do I activate my Orange Holiday Zen SIM?
The SIM Card is pre-activated, you just have to insert the SIM Card into your device and it will work right away, provided that your device is unlocked.
How do I register my Orange Holiday Zen SIM Card
Please, click here to register your line: Register your Orange Holiday SIM Card
Will my SIM Card be deactivated if I do not register my line?
If you do not register your line within 30 days after activation, your account will be permanently terminated and you will not be able to top up.
Why do I still receive messages from Orange although I have already registered my SIM Card?
That is completely normal. It takes about 10 days to register your line.
What is the difference between "Holiday Line Number" and "SIM Card Number"?
SIM Card number
Phone line number
Phone line number
Can I activate my Orange Holiday Zen package outside Europe?
No, your Orange Holiday Zen SIM Card is activated when you send your first SMS, make your first call or make your first Internet connection. As the offer only operates in Europe, it is not possible to activate it outside Europe. However, there have been cases where the SIM card did connect from outside Europe - so we strongly advise you to wait until you get in Europe to insert the SIM card in your device”
Is it possible to reactivate my SIM Card after it has expired?
No, once the deadline of your SIM Card has passed, it is impossible for our technical services to reactivate it.
Credit & Validities
What is the difference between line validity and credit validity ?
Pay attention, do not mix up the validity of your line and the validity of your credit. Your credit is valid for 14 days as soon as the activation of your SIM Card. Your line is valid for 1 month without registration. If you register online the validity period will be extended to 6 months (extended by another 6 months for every top up).
How long is my Orange Holiday credit valid for?
Your credit is valid for 14 days as soon as the activation of your SIM Card.
How long is my line valid for?
Your line is valid for 1 month. If you want to keep using your line for more than 1 month, you need to send a copy of your ID and the form in the envelope provided by Orange. Once Orange has received the information, and the line is identified, it will be valid for 6 months and will be renewed for 6 months after each top-up.
How to check my Orange Holiday Zen credit?
You can check your credit typing #123#.
Note: Select sub-menu to check credit added with a top
Note: Select sub-menu to check credit added with a top
Is my credit deducted when I receive a call?
Yes, your call credit is deducted for each call received, except in France where it is free to receive calls.
Is my credit deducted when I receive an SMS?
No, SMS reception is free
What happens if I still have some credit left over from my initial credit when I top up?
Your credit will accumulate with following top up packages: (1) Holiday 5GB, 1 hour calls, 500SMS and (2) Holiday 20GB, 1 hour calls, 1,000SMS. For all other top up packages, your credit will not accumulate.
Topup
How to top up my Orange Holiday Zen SIM Card?
To top-up a phone from our website, we invite you to follow these steps:
1- on the homepage https://topup.orange.com, select the country of destination from the drop-down list, and fill in the phone number by checking carefully, then click on “Send top-up”
2- click on the recharge value that suits you best and click on “Continue”
3- then click on the “New User” tab, fill in all the required fields, be careful to indicate your mobile phone, since it is your account, then confirm. A code will be sent by SMS to your mobile phone to validate the creation of your account.
4- a payment page appears so that you can finalize your purchase with your credit card.
1- on the homepage https://topup.orange.com, select the country of destination from the drop-down list, and fill in the phone number by checking carefully, then click on “Send top-up”
2- click on the recharge value that suits you best and click on “Continue”
3- then click on the “New User” tab, fill in all the required fields, be careful to indicate your mobile phone, since it is your account, then confirm. A code will be sent by SMS to your mobile phone to validate the creation of your account.
4- a payment page appears so that you can finalize your purchase with your credit card.
What top up packages are available for my Orange Holiday Zen SIM Card?
| Top-up type | 1GB | 3GB | 5GB | 10GB | 20GB |
|---|---|---|---|---|---|
| Credit validity | 7 days | 30 days | 14 days | 30 days | 31days |
| Top-up usage | Internet 1GB for use in Europe* only no calls, no SMS | Internet 3GB for use in Europe* only no calls, no SMS | Internet 10GB for use in Europe* only. 60 minutes calls + 500 SMS from Europe to the rest of the world | Internet 10GB for use in Europe* only. unlimited calls + unlimited SMS from Europe to the rest of the world | Internet 20GB for use in Europe* only. 60 minutes calls + 1,000 SMS from Europe to the rest of the world |
| Top-up value | 11.00€ | 27.00€ | 21.70€ | 32.50€ | 40.00€ |
| Note | Please note that the credit and it's validity will be applied immediately. The validity periods are specific to each recharage package and do not accumulate with each other. | ||||
We have multiple Holiday SIM Cards, can I reload each of my lines from a single account ?
Yes, by connecting with your mobile on the Orange top up page, you can top up each of your accounts. You can send credit to your family and your friends. You just have to indicate the telephone number to top up, chose the value of the top up and pay online.
Cancellation & Refunds
Can I cancel my order?
SimOptions reserves the right to charge
a) 5 USD cancellation fee for orders that have not left our warehouse yet.
b) 15 USD cancellation fee + delivery cost for orders that have left our warehouse already.
c) up to 100% of the total order price if the product has been opened or damaged.
The refund will be done within 10 – 15 business days after we have successfully received the product at our warehouse again.
How do I get refunded?
The refund will be done within 3-7 business days after we have successfully received the product at our warehouse again.