Frequently asked questions

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I have a problem...
I can't call!

This could be for a number of reasons:

  • You may have run out of credits or minutes on your SIM card.
  • You may have run out of onoff credits.
  • You may have used up all of your calling packages.
  • The number you are calling may be incorrect or unreachable.
  • We might be experiencing technical difficulties. Check our Facebook or Twitter accounts for the latest news!

As always, you contact us via the "Submit a request" button below.

I forgot my onoff account password

Don’t worry, it happens!

To unlock your account, please try resetting your password.

You can do this using the "Password Recovery" button on the app's sign-in screen, an email containing instructions will be sent to you.

Open this email, follow the provided link and enter your new password.

That's it!

We advise doing this on your mobile device.

My account is blocked!

This can happen if your password has been incorrectly entered too many times.

To unlock your account, please try resetting your password. You can do this using the "Password Recevory" button on the app's sign-in screen. An email containing instructions will be sent to you. Open this email, follow the provided link and enter your new password.

We advise doing this on your mobile device.

If this didn't solve the issue, you can contact us via the "Submit a request" button below.

I forgot my Private Mode secret code

Well, as advertised, once you switch your number to Stealth Mode it can’t be seen or used again without the password... which is the point of this feature!

Your password is known only by you, so try to remember it 😉

If you do happen to forget it, don’t worry. You can always contact us using the "Submit a request" button below.

The app calls unknown numbers!

You may have noticed that the number that appears on the screen when you make a call is different from the one you have dialed. This number is actually from one of our servers.

Don’t worry, this does not affect your call in any way, and your contact will still see your onoff caller ID!

Why does an incoming call appear as ‘Private Number’?

This happens when the person calling you has decided to hide their number, it's the same as “No Caller ID”.

Getting Started
How do I create an onoff account?

If you're new to onoff, welcome !

When you first open the app, you'll have the option to get started right away by purchasing a number.

You can of course also do this at any later time.

The next step will be to enter your email address, and... that's it!

Note that you can create a password for your account by going into Settings > Account > Set Password, or using the “Password Recovery” feature on the login page.

How can I get a new onoff number?
  • In the app, open the menu with the top left icon.

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  • Tap “See all countries” if you can't find the one you want.
  • Select the type of number that you’d like, then use the search function or scroll down until you find one you’re happy with.

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  • Finally, select a plan, hit "Purchase" and confirm payment.

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 Your new profile should now appear in the App, enjoy!

How do I make a call?

In the app, tap the “Calls" tab then the "keypad" icon. You can now type in any number just as you usually would.

Alternatively, from the "Contacts" tab, scroll down (or use the search function) and find the person you wish to call, then tap the small phone icon.

How do I send an SMS?
  • From the main page, select the "Messages" tab.
  • Tap the "pencil" icon.
  • Find your recipient by entering their name or number in the "to" field at the top.
  • Type your message.
  • When ready, simply press the green icon on the right-hand side.

To send a Delayed SMS, tap the ⏱ or ⏳ icon and choose when you'd like the message to be sent.

How to...
How do I change my primary SIM card?
  1. Open the side menu.
  2. Press" settings".
  3. Press" App settings".
  4. Press" Primary SIM".
  5.  Here you can choose the SIM card you would like to use.
How do I turn features (Calls, SMS, Voicemail) on/off?

For calls and messages

  • In the app, open the menu with the top left icon.
  • Tap "Options" below the number.
  • From there, you can toggle calls and messages on or off using the corresponding buttons.

 

For voicemail

  • Open the app and go to the "Voicemail" tab.
  • Tap the microphone icon.
  • Select a number, then use the toggle switch at the top to turn Voicemail on or off.
How do I call an international number?

If the country you wish to call is one of our supported destinations:

  • Open up the dial screen from the "Calls" tab
  • Tap the "flag" icon on Android, or "Prefix" on iOS
  • Select the country you wish to call, the correct country code will automatically be inserted
  • Dial the number, and call as usual

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How do I port my phone number to/from onoff?

Number porting currently only works for French numbers, but full support will be coming soon!

-

To port your number into the onoff app, simply select 'number porting' from the main menu.

You will be asked for your phone number and RIO code, as well as the date you'd like your number to be ported at.

The RIO code is given to you by your current network operator. 

-

To port out an onoff number, simply dial 3179 with this onoff number; an automated message will give you your RIO code, and also send it to you in a text message.

You can now provide this code to your new telecom operator.

How do I enable notifications?

If you don't see calls or messages coming through to your phone, it's probably because of your notification settings. Here's how to make sure they're set up correctly:

  • Go into your phone's settings
  • Tap 'Notifications'
  • Find 'onoff'
  • Ensure that notifications are enabled
  • Select "Banners" on iOS
How do I send a Delayed message?

To send a Delayed message, simply type your message then press the ⏱ icon.

Now all you need to do is to select one of the three presets, or enter a custom date/time.

How do I delete a message or a conversation?

How to delete a message

In the App, select the "Messages" tab and tap the conversation which contains the message that you want to delete. Find this message and drag it to the left or the right; it will then turn red (you can do this on multiple messages if needed). Finally, tap the "dustbin" icon at the top of your screen. 

 

How to delete an entire conversation

From the "Messages" tab, simply swipe a conversation from right to left to expose the “Delete” button (long press on Android), then confirm. 

 

Once you’ve deleted a message or conversation it cannot be recovered!

How do I make a number invisible/visible in the App?

To make your number invisible:

  • Open the menu with the top left icon.
  • Tap "Options" below the number, then "Private Mode".
  • Tap the on/off button.
  • You will be asked to choose a 4 digit password, then confirm it.

⚠ This password will be known only by you, so make it memorable! ⚠

It should now be displayed "Private mode active" below the number, as well as a new "Hide" button.

 

To make your number visible:

  • Open the menu with the top left icon.
  • From there, swipe down.
  • You will be prompted to enter the 4 digit password you previously chose.

Your number should now be visible again!

How can I change my Private Mode password?
  • Open the menu with the top left icon.
  • Tap "Options" below the number, "Private Mode", then “Change Password”.
  • Simply enter the current 4 digit password, then the new one!

⚠ Do not forget this password as we cannot recover it! ⚠

If you do, please contact us via the "Submit a request" button below.

How do I turn off Private Mode?
  • In the app, open the menu with the top left icon.
  • Tap "Options" below the number, then "Private Mode".
  • Tap the on/off button, and enter the 4 digit password.
How do I log out?

Android:

  • In the app, open the menu with the top left icon.
  • Go to “Settings”, scroll down and tap "Log out".


iOS:

  • In the app, open the menu with the top left icon.
  • Go to “Settings”, then tap "Log out" in the top right corner.
Contacts
How can I add or edit a contact?

To add a contact

  • From the app’s main screen, go to the “Contacts” tab.
  • Tap the “+” sign, fill out the contact info then confirm.



To edit a contact

  • From the app’s main screen, go to the “Contacts” tab.
  • Select the contact you wish to edit (you can use the search function),
  • Then from the top right menu, choose "Edit contact".
How do I sync my phonebook?
  • In the app, open the menu with the top-left icon.
  • Go to “Settings” then "App settings", and toggle "Sync contacts".
How can I change the number that my contact is assigned to?

iOS

  • From the app’s main screen, go to the “Contacts” tab.
  • Select the contact you wish to edit (you can use the search function),
  • Then tap "Assign to profile" and choose a category/number.
 

 

Android

  • From the app’s main screen, go to the “Contacts” tab.
  • Select the contact you wish to edit (you can use the search function),
  • Then from the top right menu, tap "Assign to" and choose a category/number.

 

How do I block or unblock someone?
  • If it's a number from your call logs, tap its icon on Android or the "i" next to it on iOS
  • If it's one of your contacts, open their profile
  • From the top right menu, you'll be able to "Block contact", "Mark caller as SPAM" or "Unblock Contact"
General
What is onoff Telecom?

onoff is a telecom company with offices in Paris and Tallinn.

We’re committed to breaking the boundaries of the old telecom world to offer the best possible communication experience.

As you probably know, onoff enables you to use as many numbers as you want on the same phone, with the same SIM card. But it’s more than that : it's a fully-virtualized communication experience, all within one app!

How many numbers can I have?

As many as you want, the sky's the limit! 

How much does the onoff App cost?

The app is free to download.

It's also free from ads... and always will be !

onoff numbers start from €3.49 per month, with a free trial for French users.

You can read this article if you'd like to know more about communications billing.

What countries are currently supported?
  • France - All functionalities

  • United States of America - All functionalities

  • Belgium - All functionalities

  • Canada - All functionalities

  • Austria - All functionalities

  • United Kingdom of Great Britain and Northern Ireland - All functionalities

  • Denmark - All functionalities

  • Israel - All functionalities

  • Sweden - A Calls & voice messages only

  • Luxembourg - Calls & voice messages only

  • Mexico - Calls & voice messages only

  • Lithuania - Calls & voice messages only

  • Poland - Calls & voice messages only

  • Brazil - Calls & voice messages only

  • Czechia - Calls & voice messages only

  • Puerto Rico - Calls & voice messages only

  • Slovakia - Calls & voice messages only

  • Peru - Calls & voice messages only

  • New Zealand - A Calls & voice messages only

Why is the onoff App not available in my country? When will it be?

We’re working really hard on expanding our services as far and wide as possible, but it may take some time to reach you. Thank you for your patience!

Is the call quality reliable?

In most cases, when you make a call from the Onoff app, your SIM card takes over to make the call, so there is no loss of quality.

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

To avoid any quality problem, know that you can at any time go to the setting section of your application, to also switch incoming calls to your SIM card by disabling VoIP calls. Simply deactivate the option "Reply via Wifi / Data network"

 

Do I need an internet connection to make a call?

Yes.

All calls need to link up with our servers for a split second to make the connection between your virtual number and your contact.

Note that the "Answer over Wi-Fi / Data" option is enabled by default, which means that incoming calls will be answered over the Internet. You can change it in the App's Settings.

Is my device supported?

The onoff App is available on any device running :

  • iOS 11.0 (or newer)
  • Android 6.0 (or newer)
Are my calls and messages secure?

The onoff App uses the same network as your mobile provider, so onoff calls and messages are as secure as those you make with your phone!

Can I send international SMS with the onoff App?

Yes, you can send international SMS from your onoff number to any destination, but you need to purchase onoff credits first.

Can I make international calls with the onoff App?

Of course! International calling is currently available to the following countries :

  • Albania
  • Algeria
  • Andorra
  • Angola
  • Argentina
  • Armenia
  • Australia
  • Austria
  • Bahrain
  • Bangladesh
  • Belarus
  • Belgium
  • Benin
  • Bermuda
  • Bolivia
  • Bosnia and Herzegovina
  • Botswana
  • Brazil
  • Bulgaria
  • Burkina Faso
  • Burundi
  • Cambodia
  • Cameroon
  • Canada
  • Chile
  • China
  • Colombia
  • Comoros
  • Congo, Republic
  • Congo, Democratic Republic
  • Costa Rica
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark
  • Dominican Republic
  • Ecuador
  • Egypt
  • El Salvador
  • Equatorial Guinea
  • Estonia
  • Ethiopia
  • Faroe Islands
  • Finland
  • French Guiana
  • French Polynesia
  • Gabon
  • Georgia
  • Germany
  • Ghana
  • Greece
  • Guadeloupe
  • Guatemala
  • Guinea
  • Haiti
  • Honduras
  • Hong Kong
  • Hungary
  • Iceland
  • India
  • Indonesia
  • Iran
  • Iraq
  • Ireland
  • Israel
  • Italy
  • Ivory Coast
  • Jamaica
  • Japan
  • Jordan
  • Kazakhstan
  • Kenya
  • Kuwait
  • Latvia
  • Lebanon
  • Libya
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Macao
  • Macedonia
  • Madagascar
  • Malaysia
  • Mali
  • Malta
  • Martinique
  • Mauritania
  • Mauritius
  • Mayotte
  • Mexico
  • Moldova
  • Monaco
  • Mongolia
  • Morocco
  • Myanmar
  • Namibia
  • Nepal
  • Netherlands
  • New Caledonia
  • New Zealand
  • Niger
  • Nigeria
  • Norway
  • Oman
  • Pakistan
  • Palestine
  • Panama
  • Paraguay
  • Peru
  • Philippines
  • Poland
  • Portugal
  • Puerto Rico
  • Qatar
  • Réunion
  • Romania
  • Russia
  • Saudi Arabia
  • Senegal
  • Serbia
  • Singapore
  • Slovakia
  • Slovenia
  • South Africa
  • South Korea
  • Spain
  • Sri Lanka
  • Suriname
  • Sweden
  • Switzerland
  • Syria
  • Taiwan
  • Thailand
  • Togo
  • Tunisia
  • Turkey
  • Uganda
  • Ukraine
  • United Arab Emirates
  • United Kingdom
  • United States of America
  • Uruguay
  • Uzbekistan
  • Venezuela
  • Vietnam
  • Yemen
  • Zambia
  • Zimbabwe
Can I receive SMS/calls from short codes/numbers?

In most cases, onoff numbers can receive these codes.

However, we cannot guarantee that they will always work for that purpose, as stated on the App Store, Google Play and in the app itself.

Can I send pictures and videos in messages?

Yes, you can!

You can receive traditional MMS and send files via an automatically generated link in an SMS.

We hope to simplify this process in the near future !

This feature is currently only available for French numbers.

Features
Can I ‘group text’?

Right now, this isn’t possible... but it will be very soon!

How can I customize my voicemail greeting?
  • From the App's main screen, go to the "Voicemail" tab.
  • Tap the "microphone" icon,
  • Select the number.
  • Choose from one of the presets, or tap "Custom" to record your own voicemail!
What are the on/off features?

Within the app, you have the unique ability to manually switch on or off any of the following features at any time :

  • Calls
  • Messages
  • Voicemail

To do this, simply open the side menu with the top left icon, tap "Options" below the number and use the corresponding switches.

The button to the right of your number can also be used to disable both calls & messages in one tap !

What does porting-in mean?

Porting-in allows you to transfer your phone number from your SIM card to the onoff network — thus keeping all of your numbers in one App.

Please note that if you choose to port your number over from your mobile operator, you will need to get another SIM card for your phone. The onoff App needs access to a GSM or CDMA network to make calls. This SIM card can be from any provider.

Number porting is currently only available in France. 

What does porting-out mean?

Porting-out allows you to transfer your onoff number to another mobile operator.

Number porting is currently only available in France.

What is a Delayed Message?

You can specify at which time you'd like a message to be sent.

No more missed birthdays or important events !

To do this, simply tap the ⏱ or ⏳ icon next to the green arrow,

And select one of the three presets, or enter a custom date/time.

What is Private Mode?

"Private Mode" is an easy way to keep your communications private.

Once activated, the whole profile (including calls & messages) will be hidden from the App's interface.

⚠ Your 4-digit password is known only by you, so do not forget it! ⚠

Numbers
What is an onoff Number and how does it work?

An onoff number is a Cloud Number – it works with your SIM card's network, on any device!

Simply log in, and all of your contacts, calls, and messages will be there.

Your numbers are organized individually – making each number a standalone communication environment.

You can have as many as you want, and any calls or messages operated across the onoff network will display your Cloud Number (and not your SIM card number) to your contacts.

Additionally, with an onoff number you can:

And more !

Can I port my personal phone number over to the onoff App?

Number porting is currently only available in France with French numbers.

You can find out how it works here.

Can I choose my phone number?

Of course ! 

  • In the app, open the menu with the top left icon.
  • Tap "Add a number", "Select Country" and find the one you want.
  • You can now pick a number from the list, or use the search function.
  • Hit "Purchase", and confirm payment.
How do I delete an onoff Number?
  • In the app, open the menu with the top left icon.
  • Tap "Options" below the number, then "Delete profile".
  • You’ll be asked for confirmation, please note that this process cannot be undone !

⚠ This will not cancel auto-renewing subscriptions, find out how to do so here. ⚠

What’s the difference between a Regular and VIP number?

A VIP number is easier to remember than a "regular" one, by having repeated digits for example.

The difference could be:

  • Regular: +44756810374
  • VIP : +44755665550

(Numbers for demonstration purposes only)

How do I change my onoff number?

The only way to ‘change’ an onoff number is to delete it and then buy a new one, you cannot trade or swap numbers.

Find out how to delete a number here.

Find out how to get a number here.

Can I use my onoff number to verify WhatsApp, Facebook... accounts?

We cannot guarantee that onoff numbers will always work when it comes to receiving verification codes from third-party apps and services, as stated on the App Store, Google Play and in the app itself.

What is a National or an International number?

A national number is when a user has a SIM card from a supported country and has also purchased a number from that same country (e.g. UK SIM and a UK onoff number).

An international number is when a user purchases a number from a supported country but their SIM card is from a different country (e.g. UK sim with French onoff Number).

Do all onoff numbers support SMS?

Here is the list of onoff number nationalities that support SMS:

  • Austria
  • Belgium
  • Canada
  • Denmark
  • France
  • Iceland
  • Israel
  • Poland
  • United Kingdom
  • USA

 

Here is the list of onoff number nationalities that do not yet support SMS:

  • Australia
  • Brazil
  • Cyprus
  • Czech Republic
  • Finland
  • Greece
  • Hungary
  • Ireland
  • Lithuania
  • Luxembourg
  • Malta
  • Mexico
  • New Zealand
  • Norway
  • Peru
  • Portugal
  • Puerto Rico
  • Romania
  • Singapore
  • Slovakia
  • South Korea
  • Spain
  • Sweden
  • Turkey

 

We're busy working on launching in many, many more countries over the coming weeks and months. Please bear with us!

 

What happens to my number once I stop subscribing?

You can always redeem your deleted number for 30 days. Then we place it in the "quarantine" period.
This is a period during which your number is completely blocked (this is a practice common to all telephone operators).

This period can vary from 2 to 4 months, and ensures that a potential new user of your number does not receive your calls or messages! In short, we apply some kind of containment for phone numbers 🙂

After this period, the number can be assigned to a new onoff user!

Credits
What are onoff credits?

onoff credits are our in-app currency.

You can use them for international calls and messages !

The rates for calling and texting can be found in the app, more info here.

How do I purchase onoff Credits?
  • In the app, open the menu with the top left icon.
  • Tap your credit balance, or "Add" at the top.
  • From there you can check calling or texting rates, and buy as many credits as you need !

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Account
How can I edit my account settings?
  • In the app, open the menu with the top left icon.
  • Go to “Settings” then "Account".
  • From there you can change your display name, email and password, or even delete your account.
How is my personal information used?

onoff will never sell or pass on your personal information to any other party.

If you’d like to find out more, please read our Privacy Policy.

How do I delete my account?
  • In the app, open the menu with the top left icon.
  • Go to “Settings” then "Account".
  • Tap "Delete Account".
  • You'll be asked to enter your password for confirmation.

⚠ This cannot be undone, you’ll lose all numbers and associated data ⚠

Please note that this will not cancel auto-renewing subscriptions, find out how to do so here

Billing
Can I get a refund ?

onoff doesn't have access to your payment information, all purchases and refunds are handled through the App Store or Google Play. Here are some guides for each:

 

Android

https://support.google.com/googleplay/answer/7205930

iOS

https://support.apple.com/en-us/HT204084

How will I be charged for using onoff?
  • Messages to numbers of the same nationality as your onoff number are free of charge.
  • Messages to numbers of a different nationality than your onoff number require credits.
  • Calls to numbers of the same nationality as your onoff number are deducted from your SIM card at a local rate.
  • Calls to numbers of a different nationality than your onoff number require credits and are deducted from your SIM card at a local rate.
  • If you disabled "Answer over Wi-Fi / Data" in the Settings, incoming calls will be deducted from your SIM card like outgoing calls.
  • It is mandatory to have an internet connection and a SIM card to be able to use onoff.

 

⚠ If the country from which you're communicating isn't included in your mobile plan, there will be roaming costs regardless of your onoff numbers nationalities! ⚠

 

How do I turn off auto-renewal?

No matter what device you're using, your subscription's auto-renewal will be managed outside of the app. Here’s a step-by-step guide:

(Don't worry, your number will still work until the end of the billing cycle!)

 

iOS :

 

  • Open the Settings.
  • Tap your name. 
  • Tap Subscriptions. (If you don't see "Subscriptions," tap "iTunes & App Store" instead. Then tap your Apple ID, tap View Apple ID, sign in, scroll down to Subscriptions, and tap Subscriptions.)
  • Tap the subscription that you want to manage. If you don't see any subscription but are still being charged, make sure that you're signed in with the correct Apple ID. 
  • Tap Cancel Subscription. If you don’t see Cancel Subscription, the subscription is already canceled and won't renew.

 

Android :

  • On your Android phone or tablet, open the Google Play Store.
  • Check if you’re signed in to the correct Google Account.
  • Tap Menu Menuand then Subscriptions.
  • Select the subscription you want to cancel.
  • Tap Cancel subscription.
  • Follow the instructions.
Will onoff calls be displayed on my phone bill?

Yes, however you will not see your contacts' numbers. When you make a call, the number listed on your bill is that of the onoff server used to connect it.

Onoff Telecom is a telecommunications operator, acknowledged by ARCEP

1 Cours de l'Île Seguin
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