Frequently asked questions

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Getting started with Onoff?
Create an Onoff account

Want to discover Onoff? Welcome!

At the first launch of the application, you can choose and buy a number.
You can also skip this step and buy a number "later."

You will then be asked to enter your email address, and...voila, it's as simple as that!

So that you know, you can create a password for your account. This is very useful for logging into your account from any device:
° On the mobile application, go to "My Account," then "Account Settings," and "Change password."
° On the Web application, go to "My Account," "Settings," and "Password."

The application does not allow the creation of several accounts on the same mobile.
If you want to create a new Onoff account, you must delete the current account first.

 

Make the verification call

ARCEP requires all French telephone operators to implement measures to identify their users for administrative and legal reasons.

Onoff does not provide a SIM card, so we were required to register the "native" telephone number of all our users before authorizing access to our service.

To validate your recently purchased Onoff number, you must have a functional SIM card allowing calls.

Ensure that the "hide my number" option is not active in your mobile settings.

Let yourself be guided by the instructions displayed on the application when you attempt to communicate.
The application will automatically initiate a call via your SIM card, which will validate your Onoff number.

Validation by documents and/or personal data

Is it mandatory to verify my identity to activate my phone number?

-> Some countries require identity validation. Here is the list of affected countries:

Austria.

Belgium.

Canada.

Luxemburg.

Peru.

Poland

The United States.

What documents are accepted as proof of current address?

It can be one of the following documents:

° Notice of property tax.

° Electricity bill.

° Rental lease.

° Insurance card.

° Voter card.

° A contract in your name.

What documents are accepted for identity validation?

° Passport.

° Identity card.

° Driving license.

However, please be aware that some countries only accept a copy of your Passport.

Is my data safe?

-> Yes, Onoff Telecom takes all the necessary legal measures to protect your data against any accidental or intentional manipulation, loss, destruction, communication, or unauthorized access to your data. For more information on how your data is processed, please see our privacy policy here: https://www.onoff.app/en/privacy-policy/

 

How do you take a picture of yourself holding your ID?

° Make sure you have enough light.

° Select the highest photo quality on the device you use to take the photo.

° Hold the document next to your face.

° Make sure your face and ID are clear in the photo

° The identity document must not be covered or censored.

If the quality of your photo is not high enough, we will ask you for a new photo.

Adding an Onoff number inside the mobile application

To buy an Onoff number, open the left panel in the side menu ☰ at the top left of your screen, then select "Get a new number."

Select the country of your choice as well as its category (Standard Numbers or VIP Numbers)
(Depending on our offer in some countries, some categories may not be available)

Then choose a number from the list (you can use the search tool) and the subscription duration.

Click "Buy" or "Subscribe" and continue until you get your Onoff number. 

 

 

Adding an Onoff number inside the web application

You need to go to the link http://subscribe.onoff.app/

If the number offered by default does not suit you, press 🔄 to choose another one from the list of available numbers, and press "Continue"

° If you do not have an Onoff account yet, please enter an email address and a password
Check the boxes to "continue."
All you have to do is register a bank card to set your Onoff number.

° If you already have an account, choose "I already have an account," Enter your login credentials
You must select the registered bank card or add a new card to pay for your Onoff number.

It is impossible to add a number from the https://web.onoff.app/ interface, the link to our web application.

Managing my Onoff account
Change my account settings

From the home screen, open the left panel via the side menu ☰ at the top left of your screen

° On the mobile application, go to "My Account" then "Account Settings"
° On the Web, go to "My account" then "Settings

Login to my account

Upon opening, the application offers you to create an account/purchase a number, or to login.

Click on "I have an account".

Enter your email address and press "continue"
Enter your password (feel free to press the little eye for visibility) and press "continue."

And there you go! You are connected!

Log in on multiple devices at the same time

With the Premium offer, you can be connected to an Onoff account from 3 devices simultaneously.
On the Starter offer, this functionality is not available.

Logging out of my account

On the Android app:
° From the home screen, open the left panel via the side menu ☰ at the top left
° Go to "My account" then scroll down and tap on "Log out."

On the iOS app:
° From the home screen, open the left panel via the side menu ☰ at the top left
° Go to "My account" then press "Log out" at the top right.

On the web app:
° From the home screen, press "My Account," then "log out."

Reset my password

Can't remember your password?

It doesn't matter. Just request a reset of your password.
From the login page, you need to press "Reset password." Then, enter your login email address.

Then, a reset link valid for 24 hours will be sent to you.
If the email is in your Spam, move it to your inbox so you can click on the link. You may also need to specify that it is legitimate mail.
Open the link and enter your new password two times.

Warning: It must contain at least six characters and be composed of at least one uppercase letter, one lowercase letter, and one number, WITHOUT special characters.

You will then receive the modification confirmation by email and can then reconnect to your account.

My account is blocked

Have you blocked your account by entering the wrong password several times?
It happens!

To unlock your account, you can reset your password.

To do this, use the "Password reset" button on the login screen. Then, enter your email address, and an email will be sent to you.
If the email is in your Spam, move it to your inbox so you can click on the link. You may also need to specify that it is legitimate mail.

Open the email, click on the link and enter your new password!

If this procedure did not solve the problem, you could contact us via "Contact technical support" at the bottom of the page.

Delete my Onoff account

We are sorry to hear that you wish to leave us.

To delete your account, you can proceed directly from the application.

To do this, from the home screen, open the left panel via the side menu ☰ at the top left of your screen.
Go to "My Account" then "Account Settings" and select "Delete account."
Then let yourself be guided step by step until the deletion is taken into account.

As a reminder, porting a number, deleting a number, or even an account does not cancel an auto-renewable subscription.
To cancel your subscription, please refer here: Cancel automatic renewal

⚠ ATTENTION: This action leads to a permanent and irreversible loss of all data associated with your account!

Recover my deleted account

As you were told during your manipulations, the account deletion procedure leads to the permanent and irreversible loss of your number, the current subscription, and all the data attached to it, such as your directory, your SMS conversations, or your call history.

Therefore, unfortunately, it is impossible to recover the account you voluntarily deleted and the associated data.

Managing my Onoff number
Delete an Onoff number

⚠ WARNING: deleting your number will cause a permanent and irreversible loss of your associated data (contacts and history).

When you remove your Onoff number, it goes into quarantine.
It will be available at the top of the number purchase list during this period.
Once the quarantine period is over, the number will be back on the market for all users.

If you wish to recover the same number during the quarantine period, you must redeem it as a new number.

On the mobile app:
° From the home screen, open the left pane via the side menu ☰ at the top left
° Scroll down the "Options" under your number
° Select "Number settings."
° Press "delete number" and follow the steps.


On the web app:
° Scroll down the "Options" under your number
° Press "Delete number" and let yourself be guided to the final deletion of your number.

As a reminder, porting a number, deleting a number, or even an account does not cancel the auto-renewable subscription made via your store.
To cancel your subscription, please refer here: Cancel automatic renewal.

If your subscription was taken via the Web App with your bank card, simply deleting the number or the account will result in the cancellation of the subscription.

Recover a deleted number

It is possible to recover a deleted number by purchasing a new subscription.
You can recover the number throughout the quarantine period following its deletion.
It is available at the top of the number purchase list during this period, and you are the only user who can see it.

Be careful; once the quarantine period is over, the number will be available on the market for all users.

If you wish to recover your number during the quarantine period, you must redeem it as a new number. 

Change Onoff number

It is not possible to change a number during the subscription.

However, if you want to change your number, you need to cancel your automatic renewable subscription inside your store, delete your current Onoff number, and purchase a new one.

⚠ ATTENTION: deleting your current number will permanently delete the data associated with it.

Renew my expired number (manual and auto)

For manual renewal:
Renewing your number is very simple.
First, pull down the "Options" menu under your number.
Tap "Number settings."
Press "Renew" and choose the desired subscription.

If you have an auto-renewable subscription:
Here your store will renew your number automatically.
Sometimes at the time of automatic renewal, your store fails to charge your account. As a result, your number expires and must be renewed manually.
To do this, you must cancel your store account subscription.

On the AppStore:
° Go to "Settings" on your iPhone or iPad to view your current subscriptions and cancel
° Tap your ID at the top of the screen, then "iTunes Store and App Store."
° Tap the row for your ID again at the top of the screen, then tap "View Apple ID" in the pop-up window. ° ° Scroll to find the "Subscriptions" line and let yourself be guided
° You can then go to the Onoff application to manually renew your number

On Google Store:
° Go to "Play Store" and ensure you are on the main page
° Then, tap the menu icon in the upper left corner, to the left of the Google read text
° Find the "My Apps" icon on your device and tap it.
° The auto-renewing subscription is managed through your account on your Android device.
° Tap on the "SUBSCRIPTIONS" tab. Choose which subscription you want to cancel and click on it.
° Press the "CANCEL" button on the chosen subscription. You have now canceled your auto-renewable subscription.
You can then go to the Onoff application to manually renew your number.

On the Web:
° Go to "My Account."
° Tap "settings" and Select "billing."
° check your bank details or add a new bank card. 

Premium offer
How can I upgrade to the premium

The upgrade to the Premium offer will be available for the end of 2022.
For now, only new customer can access.

For current customer, nothing has changed, you still have the same services than before.

I have multiple numbers do I need to pay Premium for each number?

The Premium offer is activated on an account and not a number, so even you have several numbers, you will be charged once a month for the activation of this offer.

I didn’t receive additional minutes for my premium subscription

Additional 750 minutes and 750 SMS is available for only French Onoff Numbers.

Do not hesitate to report the incident to the technical team (Contact customer support).

I can not activate Onoff Call for GSM call experience

To be able to activate Onoff Call, you need to have Onoff Premium and French SIM card on your device.

I canceled my number subscription but my Premium subscription didn’t cancel

Your number subscription and Premium subscription are different subscriptions.

You need to cancel your Premium subscription separately then your number. 

How can I cancel my Premium subscription?

° Login to the web app (https://web.onoff.app/)
° Go to "My account" to the top right corner
° Then 'Settings"
° Unsubscribe from three dots on your account type.

Portability
Porting my number to Onoff

You have the possibility of importing a French number into the Onoff application to use it as a secondary line in addition to your main line (which must remain with your operator).
To do this, contact the operator of the line you wish to import or call 3179 to obtain the RIO code (unique code attached to your line, essential for any portability).

° From the home screen, open the side menu ☰ at the top left of the application and select "Get a new number."
° Select "Port French SIM number"
° Let us guide you to start the migration process.
⚠ PLEASE NOTE: If you only have one line, you must not port it in the Onoff application as this will terminate your operator contract, and your number will become unusable.

Once entered into the application, your number will be chargeable from €3.49 per month*.

Your Onoff number will be directly linked to the SIM card installed on your mobile.

Outgoing calls will be deducted from your package under the same conditions as the native number. If you have an unlimited call plan, your outgoing calls from your Onoff number will also be unlimited. If the operator charges for calls to or from abroad, the same applies to Onoff outgoing calls.

Incoming calls work on the VoIP system; therefore, it is free when your mobile is connected to an Internet network (4G or Wifi), no matter where you are and from any country.

The exchange of messages between numbers of the same nationality is also free. 

Cancel a portability request

Yes, you can cancel your portability request.

° From the home screen, open the side menu ☰ at the top left of the application and select "Get a new number."
° Select "Port French SIM number."
° Go to the "Cancel porting" button

The cancellation can be made a few hours after submitting your request and up to 48 hours before the scheduled date.
Once the process has started, it will be too late to cancel it.

Activate my ported number

Your number has been ported to the app and is ready to be activated!
Do not hesitate to log out and re-log into your Onoff account if you have not yet seen it in your application.

The activation is straightforward.

° From the home screen, open the left pane via the side menu ☰ at the top left, then pull down the "Options" menu under your number.
° Then press "info number," then "renew," and choose the subscription.

And There you go! All you have to do is to pass the identity validation step : Make the verification call

Porting my Onoff number to another operator

You can port your Onoff number to another operator.
For this, your future operator will need the RIO code of your number.

To obtain this code, you must call 3179 from your Onoff line.

For information, your Onoff number must be active and functional for portability.

As a reminder, porting a number, deleting a number, or even an account does not cancel the auto-renewable subscription made via your store.
To cancel your subscription, please refer here: Cancel automatic renewal

Why my porting request has been cancelled?

Portability can be canceled for multiple reasons.

For example, if the line you are trying to port to Onoff is inactive with the current operator or if portability is already in progress.

Furthermore, you must confirm your request by replying to an automatic SMS as a security measure.

If you do not reply to this SMS from the porting line, the portability request will be automatically canceled, and you will have to start over.

Bouygues Telecom
The Bouygues Telecom offer, how does it work?

If your primary line operator is Bouygues Telecom, you can take advantage of our promotional offer.

When you subscribe to the “Onoff” offer from your Bouygues Telecom customer area, a random Onoff numberwill be assigned to you at the special rate of €3 per month and will be directly deducted from your Bouygues Telecom bill.

If you wish to subscribe to another number and choose it, you will have to do so directly through the Onoff application and thus subscribe to a new package, utterly separate from the first, at the classic rate of €3.49 per month.

It is not possible to apply the Bouygues Telecom offer to a number ported in the application, or a number already existing in the application.

I am going to change the operator on my main line

Do you want to leave Bouygues Telecom for another operator?

Don't worry, you can keep your Onoff number. You can renew your Onoff number manually via your store (App Store or Play Store).

Contacts
Synchronize my contacts

You can import contacts from your mobile directory to your Onoff phonebook.

° From the home screen, open the left panel via the side menu ☰ at the top left.
° Go to "My Account" then "Application parameters" and activate "Sync contacts"

This will sync all of your contacts.
It is currently not possible to choose the contacts you want to import.

Add, edit or delete a contact

To create a contact:
° From the home screen, go to the "Contacts" tab
° Touch the "+" icon, enter the information then validate
This contact is only added to your Onoff application, not your phone's phonebook

To edit or delete a contact you imported from your mobile: 
You must edit or delete your contact from the mobile directory on which you have activated synchronization
The modification will apply in the Onoff directory thanks to the synchronization option

To edit or delete a contact you created in the Onoff app:
° From the home screen, go to the "Contacts" tab
° Choose the one you want to edit/delete (you can use the search function)
° Then press the three small dots at the top of the screen to access the edit or delete options

Link a contact to another Onoff number

If you have several Onoff numbers, the application will suggest that you assign the contact you wish to reach to the Onoff number of your choice during the first communication.
It will then remain assigned to this number unless you change it manually.

You can change this setting.

On the Android app:
° From the home screen, go to your Onoff directory and open the contact card
° Tap the 3 dots on the top right corner
° Tap "Assigned to" and choose the default contact Onoff number.

On the iOS app:
° From the home screen, go to your Onoff directory and open the contact card
° Tap "Assigned to profile" and choose the default contact Onoff number.

The color of your contact card will then be identical to that of the Onoff number chosen.

Block or unblock a number

You can block a number to stop being annoyed.

If this number is saved in your Onoff directory:
From the home screen, go to the "Contacts" tab.
Choose the one you want to block (you can use the search function)
Then press the three small dots at the top of the screen to access the blocking options.
Same for unlocking it.

If this number is not registered:
° From your call history, press the little "i" of information for iOS or the caller icon for Android
Then press the three small dots at the top of the screen to access the blocking options.
Same for unlocking it.

° From your message history, open the conversation
Then press the icon at the top right of your screen or the caller icon for Android
Then press the three small dots at the top of the screen to access the blocking options.
Same for unlocking it.

You can check the list of blocked numbers.
From the home screen, open the side menu ☰ at the top left of the application and "My Account", go to "Application parameters" and "Blocking".
It is not possible to block a hidden number.

Features
Activate or deactivate functions (calls, sms, messaging)

You can activate/deactivate calls, messages, and even your voicemail.

Calls and messages:
° From the home screen, open the left panel via the side menu ☰ at the top left
° Expand the "Options" under your Onoff number.
° Activate or deactivate the different features with the on/off buttons.

Voicemail:
° From the home screen, go to the "Voicemail" tab.
° Tap the "microphone" icon Choose the Onoff number
° Then use the on/off button to activate or deactivate the voicemail.

Disable the Onoff number:
° From the home screen, open the left panel via the side menu ☰ at the top left Enable or disable the On/Off button at the category name.

Personalize my voicemail

You can choose to leave the default voicemail announcement or customize it.

When you are on the homepage of your Onoff number, choose the third icon, which represents a recorder.

On the new page, you will see a small microphone, click on it, and you will have the option to select "Custom"
Now let yourself be guided to record your greeting.

How to make a call?

Select the "Calls" tab from the home screen and touch the "keyboard" icon. Then dial the desired number. You can also select the person of your choice from the "Contacts" tab and use the "Call" key.

How do I make an international call?

If the country you want to call is on our list of supported destinations:
° Open the dial screen from the "Calls" tab
° Touch the "flag" icon on Android or "Prefix" on iOS
° Select the country you want to call, and the country code will be automatically inserted
° Dial the number and call as usual

How do I delete a call or message from the history

On iOS:
By sliding your finger on the call line from right to left, you will bring up the "Delete" button.
Unfortunately, it is currently not possible to delete a call history in bulk.
The same is valid for deleting an entire message conversation. 

On Android:
Leave your finger on the call line to bring up a pop-up allowing you to delete this call from your history. 
Unfortunately, it is currently not possible to delete a call history in bulk.
The same is valid for deleting an entire message conversation.

Contacting special numbers

The application does not allow communications to specials or surcharges numbers.
On the other hand, you can call the short or toll-free numbers (0800) free of charge.

Buy and use Onoff credits

Onoff credits allow you to make international calls and messages.
In addition, you can perform a cost simulation directly from the application.

To buy Onoff credit, it's straightforward
° From the home screen, open the left panel via the side menu ☰ at the top left
° Touch your credit balance or "Add."
You can consult the international prices and buy as many credits as necessary!

Credits are valid for 24 months.
Note that the credits are cumulative and extend the validity period of previously purchased credits.

I can't make a call

Can't make a call?

There are several possible reasons:
° You may have run out of credits or minutes available on your primary line plan
° You may be out of Onoff credits : Buy and use Onoff credits
° You have not passed our identity verification system : Make the verification call
° The number you are calling may be incorrect or unreachable
° We may have technical difficulties. You can contact our technical support for assistance : Contact customer support

When I make an Onoff call, a different number is displayed

When you make a call, a "gateway" number appears. It is one of our Onoff servers, which allows connecting with your contact.
Don't worry, this step does not affect your call routing! Your correspondent will see your Onoff number displayed.

Send a delayed message

You can schedule delayed sending for your messages.

° To send a delayed message, compose your message and touch the ⏱ or ⏳ icon.
° Then select the timeframe for which your message is sent, or click "Custom" to choose an exact day and time of sending.

Send a group message

You can send a SMS to 20 recipients at the same time.

To send a group message:
° From the home screen, go to the message icon
° Tap on the pen icon to send a new message
° Select the contacts 
° Let us guide you

Sending a MMS

You can receive MMS normally and send files via an automatically generated SMS link.
We hope to make them easier to use very soon!

This feature is currently only available for French numbers.

How to change the language


° From the home screen, open the left pane via the side menu ☰ at the top left
° Tap "My Account."
° Go to "Preferences."
° Then "Language."

You have the choice between English, French, and Arabic.

Activate call forwarding

It is possible to transfer calls intended for your Onoff number to another line to avoid losing communication.

° From the home screen, open the left panel via the side menu ☰ at the top left
° Expand "Options" under the Onoff number
° Choose "Number settings."
° Go to "Call Forwarding"
° Activate call forwarding and enter the number/contact where you want to redirect your Onoff calls.

You can choose to forward all your incoming calls, or only your missed calls

Private mode

What is Private Mode?
Private Mode allows you to ensure that your Onoff activities remain private.
Once Private Mode is activated, your number, history, and linked contacts will temporarily disappear from your interface.

How do I activate Private Mode?
° From the home screen, open the left panel via the side menu ☰ at the top left
° Expand "Options" under the Onoff number
° Choose "Number settings."
° Go to "Private mode"
° Activate the "Private Mode" and choose a 4-digit code.
⚠ Don't forget this code, we don't have access to it! ⚠
Go back and see "Private mode on" appear under your number.
All you have to do is press "hide" to make it disappear.

How do I reveal my number?
° From the home screen, open the left panel via the side menu ☰ at the top left
° Swipe down and hold for two seconds.
° You will be asked for your 4-digit secret code, and your number will reappear immediately.

How do I deactivate the Private Mode?
° From the home screen, open the left panel via the side menu ☰ at the top left
° Expand "Options" under the Onoff number
° Choose "Number settings."
° Go to "Private mode"
° Deactivate the "Private Mode" then enter the 4-digit code you have chosen.

How do I change the Private Mode passcode?
° From the home screen, open the left panel via the side menu ☰ at the top left
° Expand "Options" under the Onoff number
° Choose "Number settings."
° Go to "Private mode"
You can choose to change the code by entering the code you had chosen before.
⚠ Don't forget this code, we don't have access to it! ⚠

I forgot my secret code for Private Mode
As Onoff wishes to offer the best security to its users, we cannot access the codes you choose for your numbers in Private Mode.
You are the only one who can remember it! However, we can disable Private Mode for you.
To do so, you can contact our technical support (Contact customer support)

How do I hide my number during calls?

It is possible to call your contacts anonymously.

° From the home screen, open the left panel via the side menu ☰ at the top left
° Pull down the "Options" menu under your Onoff number
° Select "Number settings"
° Activate the option "Hide number"

Schedule time slots

With the Premium offer, you can scheduled you on/off timeslot.
On the Starter offer, this functionality is not available.

Change ringtone

You can associate a ringtone for each of your number.

° From the home screen, open the left panel via the side menu ☰ at the top left
° Pull down the "Options" menu under your Onoff number
° Select "Number settings"
° Go to "Ringtone"
° Choose the number ringtone

For now, this functionality is available on Android device only.

How to enable notifications

The sound and visual notifications of an application are only linked to the internal settings of your mobile.
Therefore, many settings can block notifications.
You must make the necessary changes to receive alerts of your choice when receiving your Onoff communications.

Unfortunately, we do not know how all mobiles work, but here are some configuration tips.

You can then check this:

For iOS
° First, please reinstall your application
° If it still doesn't work, go to your mobile's internal settings, then "notifications" and "Onoff."
° Turn all lights green (including cellular data), select all alerts, and set the banner style to "temporary."
° Please also check your mobile's "do not disturb" mode settings.

If these tips do not help you solve, do not hesitate to contact our support team : Contact customer support

For Android
° First, please reinstall your application

° The "energy saving" mode
This option limits the use of specific applications when the mobile is on standby.
you can disable this option to rule out the problem.

° Permissions
You must activate storage access for the Onoff application so that your mobile ringtone also rings for your Onoff calls.
You must also authorize the application in the "Startup manager," located in the "Battery" menu.

° The "data saving" mode
The phone reduces data usage in the background.
You must include the Onoff application in the list of applications eligible for the use of data in the background.

° The "app energy saving" mode
Your mobile detects applications you do not use often and limits their use.
Go to your phone's settings to add the Onoff application to the list of applications not put to sleep.

° The "Show over other apps" function
You can check that this function is active in the "advanced settings" of your mobile.
This displays the notifications on top of the others and allows vibrating and ringing.

° Protected apps
Go to your phone's settings to add the Onoff application to the list of protected applications.

° Access to your mobile storage
Re-enable access to your device's storage for the Onoff app in the app preferences (it may have been disabled following an update to the Android version of your mobile).

° Test on another mobile.
Finally, to isolate a potential problem with your Onoff account, you can log into your account from another mobile and do a few tests.

If these tips do not help you solve, do not hesitate to contact our support team : Contact customer support

Use my Bluetooth device

The use of a Bluetooth device is not guaranteed with the Onoff application, but we strive to make it compatible as many as possible.

Do not hesitate to report the incident to the technical team (Contact customer support) to help us improve your user experience.

General Questions
What is Onoff Telecom?

Onoff is a telecommunications operator based in Paris and Tallinn.

Our ambition is to lift the boundaries of the world of telecommunications to offer you the best possible communication experience.

Onoff allows you to have several phone numbers, of different nationalities, on your smartphone. All without the need for a second SIM card or another mobile.
But it's much more than that: it's a fully virtualized communication experience, all in one app!

What is an Onoff number and how does it work?

An Onoff number is a virtual number.
It works with the network of your SIM card from any device!
Just log in to your Onoff account, and all your contacts, calls, and messages will appear in the app.

Your numbers are individually organized - making each number a self-contained communication environment.

You can add up to 5 to your account, and your contacts will only see your Onoff number during your communications.

With an Onoff number, you can:
° Activate or deactivate calls, messages, and voicemail whenever you want (Activate or deactivate functions (calls, sms, messaging))
° Make it invisible thanks to "Private Mode" (Private mode)
° Personalize your mailbox (link to "Personalize my voicemail")
° Choose the time when your message will be sent (link to "Send a delayed message")

And more!

What is the difference between a standard and VIP Onoff number?

A VIP number is easier to memorize than a "Standard", with a sequence of identical digits for example.

Typically this could be:
Standard number: +33756810374
VIP number: +33756665550
(Numbers provided for illustration only).

How much does the Onoff app cost?

The app is free to download from the App Store and Play Store.

It's also ad-free...and always will be!

Onoff numbers are available from €3.49 per month.

How many Onoff numbers can I add to my account?

It is possible to add up to 5 Onoff numbers to your account.

If you delete one, you can buy a new one, and so on.

Can I use an Onoff number with a third party service (Facebook, WhatsApp, Uber, banks…)

Although this is often not a problem, we can not guarantee that Onoff numbers will always be compatible with SMS verification services, as shown on the App Store, Play Store, and in the app, but we strive to make it compatible with as many services as possible.

Do not hesitate to report the incident to the technical team (Contact customer support) to help us improve the user experience.

What is the difference between a national and international Onoff number?

A number is considered national when a user has a SIM card from one country and has purchased a number from the same country (for example, a French SIM card and a French Onoff number).

A number is considered international when a user has a SIM card from one country and purchases a number from another (for example, a French SIM card and a Belgian Onoff number).

If the Onoff number you want to buy or renew is of a different nationality, it will be at the international rate.

For information, the application detects the country of residence and the nationality of the SIM card used during the last 35 days.
Thus, your store automatically applies the current rates.

⚠ IMPORTANT: We do not have a partner operator in the DOM-TOMs. The pricing is, therefore, not the same as for mainland France.

What happens to my number after deleting it?

When a number is deleted from its account, it is placed in quarantine.

During this period, your number is completely blocked (this is a common practice for all telephone operators). This period can vary from 2 weeks to 2 months.
The number can be recovered throughout the quarantine period following its deletion. During this period, it is available at the top of the number shopping list, and you are the only user who can see it.

⚠ IMPORTANT : once the quarantine period is over, the number will be put back on the market for all users, and if you can't find it, it's probably because another user has purchased it.

Are my calls and messages secure?

The Onoff application uses the network of your SIM card, your calls and messages are as secure as those you make with your own main line!

Is my device compatible with Onoff services?

The Onoff application is fully compatible with any device with:

iOS 12.0 (or newer)
Android 7.0 (or newer)

Do I need an internet connection to make a call or send a message?

Yes.

All calls must briefly access our servers via your Internet network to establish the connection between your virtual number and your contact.

Note that VOIP is enabled by default on receiving your calls, meaning incoming calls go through mobile data or Wi-Fi.

Is the call quality good?

When you make a call from the Onoff application, it is redirected through your SIM card, so there is no loss of quality.

When you receive a call, by default, the application offers you to take this call using the Internet network: a VoIP ("Voice over IP") call. However, depending on the state and quality of your 3G/4G network or your Wi-Fi connection, it is possible to observe differences in call reception quality.

Which countries are currently offered?

- France - All features
- United States - All features
- Belgium - All features
- Canada - All features
- Austria - All features
- United Kingdom of Great Britain and Northern Ireland - All Features
- Denmark - All features
- Israel - All Features
- Sweden - Calls & voicemails only
- Luxembourg - Calls & voice messages only
- Mexico City - Calls & voice messages only
- Lithuania - Calls & voicemails only
- Poland - Calls & voice messages only
- Brazil - Calls & voice messages only
- Czech Republic - Calls & voicemails only
- Puerto Rico - Calls & voice messages only
- Slovakia - Calls & voice messages only
- Peru - Calls & voice messages only
- New Zealand - Calls & voice messages only

Why is the Onoff app not available in my country?

We aim to offer our service in as many countries as possible, but this may take time.

Thank you for your patience !

Billing
How does billing work?

When you make a purchase or a renewal in the Onoff application, you are billed through your Play Store for an Android mobile and Apple Store for an iOS mobile.

An automatic renewal subscription is set up in your store at the first purchase, and you can modify or cancel it anytime.

The following numbers will be in manual renewal, and you will be able to carry out the manipulations directly in the Onoff application on the due date.

If you wish to purchase or renew from our website, you must enter your credit card details.
The renewal of your number will be done each month automatically.

Change my bank details

If you made your purchase in the mobile application, you are billed by your Play Store for an Android mobile and Apple Store for iOS mobile.
You must therefore fill in your new payment information in your Play Store or Apple Store account settings.

If you made your purchase on the website, you will be able to change your credit card directly from the "billing" tab in "my account."
https://web.onoff.app/settings/billing

Cancel automatic renewal

For Android
° Go to "Play Store" and ensure you are on the main page.
° Next, tap the menu icon in the upper left corner, to the left of the Google read text.
°
Find the "My Apps" icon on your device and tap it. The auto-renewing subscription is managed through your account on your Android device.
° Tap on the "SUBSCRIPTIONS" tab.
° Choose which subscription you want to cancel and click on it.
° Press the "CANCEL" button on the chosen subscription.

For iOS
° To view your current subscriptions and cancel, go to "Settings" on your iPhone or iPad.
° Touch your ID at the top of the screen, then "Subscriptions," and select "Onoff" to modify or cancel.

For the Web
You will automatically cancel your auto-renewing subscription by deleting your number from your Onoff account.
We will soon integrate a billing system into the account settings so our customers can cancel their subscriptions without deleting the number.

⚠ ATTENTION: As a reminder, porting a number, deleting a number, or even an account does not cancel an automatic renewal subscription.

Get a refund (iOS, Android, Web)

For a purchase made via Google and Apple:
Your store is in charge of the billing system, and we have no control over refunds.
We invite you to submit a request to your store within the legal withdrawal period.
You can do this directly from the purchase invoice or contact your store support for assistance.

For a purchase made on the Web:
If you have not yet used your number and you are within the legal withdrawal period, you can ask us directly for a refund (Contact customer support)

⚠ ATTENTION: As a reminder, the abusive refund request is considered a violation of the terms of our T&Cs and may lead to the blocking of your account.

Where can I find my invoices?

Your store is in charge of the billing system, and we have no control over it.
Your invoices are accessible directly from your order history in the App Store or Play Store.

If you purchased your number through our website, a purchase receipt would be emailed to you directly.
You will receive one each month following the automatic renewal of your number.

Please be aware that editing your invoices or purchase receipts is impossible.
To benefit from this service, you must use the Business version, dedicated to professionals

Do Onoff calls appear on my carrier bill?

Yes, but you won't see your contacts' numbers.

The numbers that appear on your bill are the gateway numbers (When I make an Onoff call, a different number is displayed) used to put you in touch with your correspondent during your call

Legal issues
How is my data processed?

Your personal data is well protected.
We never resell our users' data and do not put our numbers on public directories.

All data relating to our customers and their use of the applications is encrypted and stored on servers within the European Union.

For more precision and clarity, you can consult our privacy policy here: https://www.onoff.app/en/privacy-policy/

I'm having trouble with an Onoff user

We are very sorry to hear that the difficulties you are having are caused by someone using our services.

Please be aware that we in no way endorse these practices.

However, the General Data Protection Regulation (https://www.cnil.fr/fr/reglement-europeen-protection-donnees) does not allow us to access and read data from an Onoff account Content nor to act without the order of the competent authorities.

This is why we strongly advise you to go to a police station (if this has not already been done) to file a complaint with the elements you already have (Onoff number, the content of communications, etc.)

We will then receive a legal requisition authorizing us to access the account concerned and to carry out the necessary searches in our database.
Thanks to our registration verification system, we can identify the user and deliver the elements held to the authorities.

We apologize for the inconvenience.

What personal data do you keep and for how long?

We only collect and keep the data necessary to deliver your subscribed service.
These data include those you transmit to us when opening the account (surname, first name, email, SIM number, etc.) and those generated using the service (call or message data, IP addresses …).

The law requires Telecom operators to keep traffic data for one year from when the account is closed and make all data available to the authorities, particularly in the context of legal requisitions ordered by a judge.

You will find all the details in our privacy policy https://www.onoff.app/en/privacy-policy/

I did not find a solution
Contact customer support

Reinstalling your application (removing the application from your mobile and reinstalling it from your store) is often enough to put everything back in order.

If you are still having difficulty using our services and you have not found a solution in our FAQ, you can report your incident to our support team by writing to [email protected]

You can also contact us from the mobile app
° From the home screen, open the left panel via the side menu ☰ at the top left.
° At the bottom, go to "Help & Support"
° Describe your issue with all the information you can, and click "Send"

Send an error report

After creating an incident with our support team (Contact customer support), you can add an error report for better management.

From the mobile app:
° From the home screen, open the left panel via the side menu ☰ at the top left.
° At the bottom, go to "Help & Support"
° Go down, and press "send logs" and include your Onoff number before sending.

Make sure your email is set up correctly on your mobile.

Onoff Telecom is a telecommunications operator, acknowledged by ARCEP

738 rue Yves Kermen
92100 Boulogne-Billancourt, France

Viru Väljak 2, Tallinn
10111 Estonia

Onoff was awarded a Foreign Recruitment Fellowship to support the recruitment of foreign information and communication technology (ICT) specialists.

©2021 Onoff Telecom