1. Table of Contents

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2 1 1. Table of Contents Chapter Page 2. Contact 2 3. Getting Started 4 4. US Virtual Number 6 5. My PicCell 8 6. Billing 9 7. International Roaming Calling Cards/Pay Service Numbers Voice Mail Loss/Theft/Damage Optional Insurance Return Instructions Troubleshooting FAQs Parent s Guide Country Code List 20

3 2 Contact - World Wide Customer Care 2. Contact Our helpful and friendly customer care team, in collaboration with Platform3000, is here to help you enjoy wireless connectivity across the globe. We offer live, English-speaking operator assistance during business hours and 24/7 automated online assistance via your personal My PicCell account, FAQ, troubleshooting, user guide and phone manuals. Website: info@piccellwireless.com FAX (all countries): (+1) Addresses: Rental Returns Only: PicCell Wireless Returns Lyons Road, STE E1 - Coconut Creek, FL Corporate Headquarters: PicCell Wireless st Ave, Suite #605 - Seattle, WA As we are continuously adding new countries where we offer local service, be sure to visit our website for an updated list of customer care numbers. U.S. Customer Care Center: Monday - Friday 4am - 8pm Eastern Standard Time Toll-free within the U.S.: 877-CELL-PIC ( ) Outside the U.S.: (+1) In collaboration with

4 Contact - World Wide Customer Care 3 European Customer Care Center: Monday Friday 10am - 2am Central European Time AUSTRIA (+43) DENMARK (+45) FRANCE (+33) GREECE (+30) IRELAND (+353) ITALY (+39) NETHERLANDS (+31) SPAIN (+34) SWITZERLAND (+41) UNITED KINGDOM (+44) Rest of Europe (+44) Worldwide Customer Care Center: Monday - Saturday 5pm to 9am Greenwich Mean Time +9 ARGENTINA (+54) AUSTRALIA (+61) CHILE (+56) MEXICO (+52) NEW ZEALAND (+64) Rest of World (+1)

5 4 Getting Started 3. Getting Started Read this guide first. The best way to ensure an informed and hassle-free wireless experience abroad is for you to carefully read the information provided in this user guide. This guide provides a general overview of PicCell Wireless services. Be sure to read the Rates & Info for your country of service. This document lists your calling plan s rates and other important details such as voice mail instructions. With both the PicCell Wireless User Guide and the supplemental Rates & Info, you will have all the information you need. If you need additional assistance, feel free to contact our friendly customer care centers by or telephone. If you do not already have a copy, you may download and print the Rates & Info for your country of service from our website. Your rental phone If you have rented a wireless phone from PicCell, please visit the Customer Care section of our website where you will find the complete manufacturer s manual. Your purchased phone If you purchased the phone, you may receive the SIM card in a separate package. Please remember that the SIM card is a rental item that you must return by your selected return date. Your SIM Card All PicCell Wireless orders include a SIM card, a small plastic coated chip that determines your phone number and relays your phone traffic through your service provider s network. The SIM card must be inserted in your phone to receive service. This SIM card is typically secured under the battery of the phone. If the SIM card is not already inserted, or in the case that you ordered multiple SIM cards to receive local service in multiple countries, you will need to insert the SIM card. Please refer to the phone manual (available online) for instructions on how to insert the SIM card, as this procedure may vary depending on the model of your phone. For example, on a Motorola V66, the SIM card slot is located under the Motorola symbol on the top of the phone.

6 Getting Started 5 Your International Cellular Number Your international cellular number is a local number in your home service area (destination country). For example, this is an Italian cell phone number: The plus sign (+) represents the international prefix used to dial from one country to another. This prefix changes between countries, so please consult the Rates & Info sheet of your home service country for specific dialing instructions. The remaining digits are your local number in your home service area. The first digit(s) of your cellular number are the country code. For example, the country code for Italy is 39. The plus sign and country code are not needed when calling within your home service area. Your PIN When you turn on your phone, most SIM cards require a security code (usually four digits). This code has been ed to you for security reasons and can also be found in your online My PicCell account. Your PUK If you enter the PIN code incorrectly 3 times in a row, you will be required to enter an 8 digit PUK code and then re-set your PIN code. Your PUK has been ed to you for security reasons and can also be found in your online My PicCell account. If the PUK is listed as N/A please contact PicCell Wireless for assistance. If you incorrectly enter the PUK more than 6 times your SIM card could be permanently blocked and you will be responsible for the replacement cost. Locking Your Keypad For clients that are using non-flip phones, we recommend you become familiar with the keypad lock feature and always lock the keypad when not in use. This will reduce the risk of accidental phone use, which clients are responsible for even if unintentional. Refer to your phone manual for specific instructions as the method varies between models and manufacturers.

7 6 U.S. Virtual Number 4. US Virtual Number What is a U.S. Virtual Number? In addition to your overseas phone number, PicCell Wireless gives you a local U.S. number for your contacts in the U.S. Calls to this U.S. number are forwarded to your phone abroad and callers from the U.S. will only pay for the domestic call based on their local phone service provider s plan. Please note that by using the Virtual Number callers from the U.S. will be saving by not paying international calling rates; however, you will be charged for the incoming call (see Rates & Info for details on incoming U.S. Virtual Number calls). Your U.S. Virtual Number will be ed to you as soon as your order has been processed. What is the advantage of using the U.S. Virtual Number? With the U.S. Virtual Number, you have two options for receiving phone calls from your contacts in the U.S., while overseas: 1. Direct International Dialing If someone calls your international PicCell Wireless number directly, you will not pay for the incoming call while in your home service area*; however, the caller in the U.S. will be paying international calling rates based on their provider s plan. 2. U.S. Virtual Number Dialing A cheaper way for the caller in the U.S. to stay in touch is to dial your U.S. Virtual Number. The caller will only pay domestic calling rates and you will be charged for the incoming call at a low, per minute rate*. For example, if you live in New York City and are headed to Italy for studies, you will have selected a local NYC area code for your U.S. Virtual Number, such as 646. Now contacts in NYC can call your 646 area code U.S. Virtual Number and reach you directly in Italy, on your Italian phone, paying only the price of a local call. You will be charged the low rate of $0.39/min. for incoming U.S. Virtual Number calls that you receive in Italy, your home service area in this case. Calls received while outside of your home service area will be subject to roaming rates. Free incoming calls do not apply to all home service calling areas. See your rate plan for details.

8 U.S. Virtual Number 7 How to use your U.S. Virtual Number Give your U.S. Virtual Number to all your friends and family in the U.S., providing an economical and convenient way to call you while you are abroad. (optional) Keep your U.S. cell phone or fixed phone number. Simply contact your existing service provider to forward calls to your U.S. Virtual Number*. * Your existing service provider may charge additional fees to forward calls to another U.S. number. How do I get billed for incoming U.S. Virtual Number calls? Billing occurs monthly for previous use. U.S. Virtual Number calls are billed separately from your regular cellular usage. Please note that when roaming there will be additional per minute roaming costs applied to your wireless bill for receiving calls. These additional charges will be reflected on your bill for your local PicCell Wireless account. Packages in certain countries may have additional fees for incoming calls while in your home service area. Please see your Rates & Info for details. Will it cost more to receive U.S. Virtual Number calls when roaming? The incoming Virtual Number call rate will not change if you are roaming. However, when roaming there will be additional per minute roaming costs applied to your wireless bill for receiving calls. These additional charges will be reflected on your bill for your local PicCell Wireless account. Change Ring To Number Your Ring To Number is the destination phone number for calls to your U.S. Virtual Number. You may update the Ring To Number to another PicCell Wireless phone number (for clients with multiple contracts) or any other wireless or landline phone number of your choice. You can change your Ring To Number through your online My PicCell account or by contacting our customer care centers. What if I do not wish to use my U.S. Virtual Number? If you do not have any contacts in the U.S. or do not wish to use your U.S. Virtual Number, simply discard the number. There is no daily fee to have one and if unused, it will be deactivated after 45 days. Can I send or receive text messages using my U.S. Virtual Number? No, text messages are not supported by U.S. Virtual Numbers.

9 8 My PicCell 5. My PicCell With My PicCell I have everything under control What is My PicCell? My PicCell is your personal online account. Go to and click on My PicCell. Your username is the full address used in registration when you placed your order. If you forget your password you may request a new one. If your order was made in person, for example, at a school orientation, a temporary password will be sent to your registered address. Check your inbox for the message containing this password and be sure to promptly update the password, for security purposes. With this account you can: View your contract details such as your phone number, PIN, PUK, etc. View your calling and billing details View the rates of your service plan Edit your account details Update billing information Report lost/stolen rental items Change the Ring to Number for your U.S. Virtual Number

10 6. Billing Billing 9 How do I get billed? Billing occurs monthly for previous use. Due to this delay, you may be billed for calls made during the rental period after returning your rental items. A billing notice is ed 48 hours before billing occurs. At this time billing details including your list of phone traffic are available to view from your online My PicCell account. Our bill pay service automatically draws funds from the credit or debit card provided. Home service rates are calculated in local currency then converted to U.S. Dollars at the time of billing. After billing occurs you will receive an invoice or an outstanding balance , if the transaction is declined. If you need to update your billing information (card number, card exp., etc.), please do so immediately to avoid penalty. Billing information can be updated at any time from your online My PicCell account or by contacting PicCell Wireless during regular business hours. How do I see a list of my calls? There are two ways to view your call details. 1. Search by dates. Log in to My PicCell and select your desired account. Then click on Call Details and enter the dates for the period of calling you wish to view. Please note that due to the collaboration between PicCell Wireless and foreign networks, we can not offer daily billing updates. Your complete call list will be available to view 48 hours before billing is processed. 2. Search by invoice. Log in to My PicCell and select your desired account. Click on My Billing, then CLICK HERE FOR DETAILS. Under Wireless Usage, you may view your detailed call list by selecting the month of the invoice you wish to review.

11 10 Billing Detailed Call List Date & Time Destination # Type of Call Cost Detailed call lists display the date, time, destination number, type of call, duration and cost. A total for the calls you are viewing appears at the bottom of the page. Not all networks provide complete calling details. Due to the varying privacy policies between foreign providers, detailed incoming and outgoing traffic information may not be available when roaming. As a default, your phone number or an unfamiliar routing number may appear as the origin and/or destination number for roaming calls. Do I receive a paper statement for my bill? PicCell Wireless is an online company and all billing information is available to view through your My PicCell account. PicCell does not offer paper billing; however, billing notices and invoices are sent to the registered address. If I have a billing question what do I do? PicCell Wireless customer care centers are available to resolve any issues you may have with your billing. Be sure to contact PicCell Wireless with billing inquiries before contacting your school, bank or credit card company. Please remember: Billing occurs the month after use. Due to the staggered monthly billing cycle, the majority of our clients will be charged for telephone traffic and daily fees, accrued during the contract period, after the return of their rental items. U.S. Virtual Number calls are billed separately.

12 7. International Roaming International Roaming 11 When am I roaming? You are roaming when you are using your wireless device outside the borders of your calling package s home calling area. For example, if you have a calling package for Italy and use your phone outside the borders of Italy, you are roaming. Local City Rates & Area Codes (national roaming): Certain packages offer special Local City Rates based on the area code and or/local city you selected in your order. When outside of your area code or local city, phone use is subject to National Rates (national roaming). Just as national roaming existed in the U.S. until recent years, many countries still have varying rates based on cities or area codes. For example, as of 2007, countries such as China, Brazil, India and Mexico still have local/national rates. See Rates & Info for current domestic calling details. Are there different calling rates when roaming? Yes, once you leave your home service area, the standard rates of your calling plan no longer apply. Your phone will automatically connect to a foreign provider. Please check your rate plan on our website to see if roaming rates are available. If your calling plan does not include defined roaming rates, your roaming traffic will be subject to the rates determined by the foreign provider. Why do roaming calls appear differently in my detailed call list? While roaming, you are using another country s network. Due to the varying privacy policies between foreign providers, detailed incoming and outgoing traffic information may not be available. As a default, your phone number or an unfamiliar routing number may appear as the origin and/or destination number for roaming calls. How can I avoid roaming? To avoid expensive roaming rates consider renting a SIM card for other countries you plan to visit. PicCell Wireless offers local service for more than 25 countries all over the world. The additional SIM card will provide a similar calling plan for use in that country, and reduce roaming use.

13 12 Calling Cards / Pay Service Numbers - Voice Mail 8. Calling Cards / Pay Service Numbers Can I use calling cards? We do not recommend the use of calling cards with PicCell Wireless phones. Calling card use with a PicCell phone may be subject to additional charges, not stated on the card or by its provider. We cannot guarantee calling card rates. PicCell Wireless claims no responsibility for losses incurred by the use of calling cards. Clients that use calling cards should use them exclusively from land line phones. Will calling cards have the same rates when roaming? No, when roaming, use of a calling card will be subject to roaming charges. We do not recommend using calling cards, and you will be responsible for all losses incurred. What is a pay service number? A pay service number is usually for information such as airlines, train schedules, banks, yellow pages etc., and can be very expensive. PicCell does not determine the rates for pay service numbers. The rates are determined by the provider of the service. Call these numbers at your own risk. 9. Voice Mail Most PicCell Wireless plans offer voice mail. See the Rates & Info sheet for your country of service for details. Can I set up my voice mail before I leave the USA? Some wireless network s voice mail systems can be accessed from abroad; however, it is not advisable as this requires an international roaming call. This may result in a very costly call. Setting up your voice mail will be much less expensive once you arrive in your home service country. Do I get charged for voice mail while roaming? Yes, calls to your voice mail from outside your home calling area are considered roaming traffic and will be subject to roaming rates. If your phone is turned off while roaming, incoming calls will go directly to your voice mail. You may be charged for both an incoming and an outgoing call (one for receiving the call, and the other for the voice mail service). If your phone is turned on and a message is left, you may also be charged in the same way. Please contact PicCell Wireless if you need assistance with your voice mail divert settings.

14 10. Loss / Theft / Damage Loss / Theft / Damage 13 Loss / Theft If your phone or SIM card is lost or stolen please report the loss immediately in order to block further outgoing calls, as clients are responsible for all phone use until a report is properly completed. A lost/stolen report can be made, 24 hours a day, through your My PicCell account. You will need your username and password to log in. Be sure to check for the confirmation that is sent upon completing your report. Lost/stolen reports can also be completed with a customer service representative during regular office hours. Leaving a voice message will not block your phone nor will sending an . You will be directly charged for the lost/stolen rental item(s) according to the PicCell Wireless price list (available in the Customer Care section of our website). The lost SIM card fee is non-refundable. PicCell will then issue replacement items with the same phone number. SIM card substitution may take up to 30 days, depending on the provider. Damage Any damage or technical problem with your rental items must be reported to PicCell to receive assistance in a timely manner. Please a detailed description of the problem to broken@piccellwireless.com or contact our customer care center. Please also refer to the trouble shooting section in this user guide or on our website, the solution to the problem you are experiencing may be available there.

15 14 Optional Insurance 11. Optional Insurance What does it cover? Optional insurance is offered for lost/stolen/broken items. See website for a complete list of repair/ replacement costs. Clients with the optional insurance will not be responsible for the full replacement/ repair cost as listed in the right hand column, under Replacement Costs with insurance. Clients without the Optional Insurance are responsible for the full replacement/ repair cost, as listed in the left hand column, under Replacement Costs without insurance. The insurance is only valid for the lost/stolen hardware: it does not cover fraudulent traffic (calls) incurred after items are lost or stolen. All packages include insurance for proper use (see Proper Use Damage Insurance details on our website). If the rental items are not returned within 30 days of the return date, any of the rental items are missing upon receipt, or lost/stolen rental items are not properly reported (see Loss/Theft/Damage ), insurance coverage will become void. Insurance can be added after your contract has become active by contacting Pic- Cell with your request. When adding insurance after contract activation, coverage and daily insurance fees will be delayed 10 days from the request date.

16 Return Instructions - Troubleshooting Return Instructions SIM Card Return If you purchased a phone, received a free phone or used your own wireless device, the rental SIM card must be returned after you return to the U.S. At the end of your contract period you will receive instructions by detailing how to return the PicCell SIM card and other items, if applicable. Rental Phones with SIM Card Return If you rented a phone with a SIM card, return shipping within the continental United States is typically included in your package. At the end of your contract period you will receive instructions by detailing how to return the rental items. Securely package your rental items in a small box or padded envelope. You will be responsible for any broken items that are damaged in transit, due to insufficient packaging. Do not include your PIN or PUK in the package (typically printed on a PicCell card when issued). Please note that your return must be post marked within 10 days of the Return Date indicated in your contract to avoid late fees. Can I return the rental items from outside the U.S.? International shipping is not covered by PicCell Wireless. If you are not a U.S. citizen or are not returning to the U.S., please contact PicCell Wireless for details on returning your rental items. 13. Troubleshooting Why can t I make an outgoing call? 1. First make sure you are in service range (your network will be displayed on the screen of your handset). If you are in service range, then try turning the phone on and off. 2. For Nokia Only. Some Nokia handsets have line settings for outgoing calls. If the line for outgoing calls has been changed to Line 2 the phone will not place calls and the number 2 will show in left corner of the screen. Please ensure that the phone is on Line 1 by holding down the # key. 3. If you see a Call Barred message on the screen of your handset, please refer to the manufacturer s manual and resolve the issue by performing a master reset. If you continue to have difficulty, please contact PicCell Wireless.

17 16 Troubleshooting Why am I not picking up a signal? 1. As with U.S. cell phone networks, international networks have spotty coverage and dead spots in certain areas. Moving to a different area may allow the phone to pick up a signal. 2. If you received a replacement SIM card the activation might still be in process. It can take up to 48 hours before your replacement SIM card is activated. You might need to periodically reset your phone by turning it off and then on again. If your phone is on when the service is reactivated, the phone may not register the reactivation until it has been reset. 3. Cell phone networks operate on different frequencies throughout the world. North America operates on 850 Mhz or 1900 Mhz. Most of the rest of the world operates on 900 Mhz or 1800 Mhz. Please ensure that your phone is set to the correct frequency. Please note that if you rented a dual band phone, it will not receive a network signal in the U.S. Why can I make a call within my home service country but not to the U.S.? Be sure you are using the correct international code for the U.S. Refer to the Rates & Info sheet for your country of service for instruction on how to call the U.S. If you see a Call Barred message on the your handset, refer to the manufacturer s manual and try to resolve the issue by performing a master reset. If you continue to have difficulty, please contact PicCell Wireless. Why can I make a call to the U.S but not within my home service country? Many countries require a 0 before dialing within that service country. Please view the Rates & Info sheet for your country of service for more information. Why does my phone say insert SIM card? This could mean that the SIM card has been dislodged. Turn your handset off. Remove and carefully re-insert the SIM card, and turn the phone on. If the problem continues contact PicCell Wireless. Why does my phone not ring? If your phone does not ring when you receive a call it may be due to a default setting on your phone. This is common with Siemens phones and can be resolved with a master reset. A master reset will reset all default settings. On our Siemens rental models, you can do a master reset by dialing *#9999# and send.

18 14. FAQ Troubleshooting - FAQ 17 I entered my PIN incorrectly 3 times but it does not allow me to enter the PUK If you have a Motorola phone and entered the PIN code 3 times incorrect it will give you the message SIM blocked. To unblock the SIM card you must dial **05*. Then enter your 8 digit PUK code which can be found in your My PicCell account under Account Summary. After entering the PUK code it will ask you to enter new PIN. Please enter the original PIN code that was provided to you. Does it cost more to call a cell phone in the U.S.? Calls to all U.S. phones are billed at the same rate, be they land-line or cellular. How do I access my online account? Go to and click on My PicCell. To log in you will be required to enter your username (your address provided in registration) and password. If you forgot your password you may request a replacement. How much does it cost my parents to call me abroad? If they call you directly on your international PicCell number they will be charged for an international long distance call according to their provider. If they call you on your U.S. Virtual Number they will only pay for the domestic call based on their local phone service provider s plan. Can I test my SIM card/phone before I leave? If you choose to test your equipment before you arrive in the country of service, be advised that there are service incompatibilities and equipment limitations that may prevent successful tests. Some phones may not operate outside of the home service area and accessing voice mail may be impossible until you arrive. Please note: any use of your SIM card while outside the borders of your home service area will be subject to international roaming rates, which may be expensive. I ordered a SIM card only but my phone does not work, what do I do? If you are using your own phone, be sure it has been unlocked by the issuing network. Please consult the troubleshooting section or contact us directly and we can upgrade your contract to include a rental phone.

19 18 Parent s Guide 15. Parent s Guide When a child leaves the country to study abroad, it can be a nerve-racking experience for the parents at home. A few of the many questions that parents in this situation often ask themselves are, How are we going to stay in touch? and What can we do to make our child s experience safer and easier? The convenience of a wireless package from PicCell Wireless is the solution. We have assembled the following information to help answer frequently asked questions that parents may have regarding how our services work and how to make them work the best for you and your loved ones. Please review all information related to your mobile phone service including calling rates, roaming rates, billing cycle, instructions for reporting lost/stolen rental items, the terms and conditions of your contract, additional fee schedules, etc. Important Tips: 1. Foreign cellular phone plans are different than plans in the U.S.. You do not have a bulk minute package; you are charged for individual calls, text messages or other services based on your rate plan. 2. Share the information. Be sure that you and your child both know the registered address and password associated with your contracts. This is the only way to assure that you and your child have complete access to all of the important account and billing information. 3. During the first month, we recommend that your child use the phone conservatively. See how much they have spent when you receive the first bill and then budget accordingly. To keep your bills low, they should not use their international phone as much as they would use a U.S. phone. 4. Most calling packages offer free incoming calls* to your child s international wireless number while they are in their home service area (the country of the phone s service). To save money, have people call them. *See rate plan for details.

20 Parent s Guide U.S. Virtual Number: The U.S. Virtual Number gives you or other family members the ability to contact your child without paying international calling rates. Calls to their U.S. Virtual Number are forwarded to their phone abroad and the calls are charged by an incoming call rate and billed separately. See page 5 for details. 6. Your child should never use calling cards from their PicCell Wireless phone. They will be charged for the outgoing call from their mobile phone in addition to the use of calling card minutes. To save on international calls, calling cards can be used from land-lines or pay phones. 7. Your child should be cautious when roaming outside of their home service area. Roaming charges will apply to all outgoing and incoming phone use. Roaming rates tend to be much higher and are determined by the foreign provider the phone connects with, not PicCell Wireless. 8. Immediately report lost/stolen phones (and/or SIM cards). Clients are responsible for any fraudulent phone use until the phone is properly reported and blocked! Lost/stolen reports can be made on-line by logging into the My Pic- Cell account or by calling customer care. Sending an or leaving a voice message will not block lost/stolen phones. After blocking the phone, it is wise to check your frequently to be sure a confirmation from PicCell Wireless customer care has been received. 9. If you are planning to visit your child while they are studying abroad, please remember that we also offer services for world travelers. PicCell Wireless can equip you with a wireless device to help stay in touch while overseas, with a short term contract that is tailored to fit your exact travel itinerary.

21 20 Country Codes For your convenience, here is a partial list of country codes for dialing internationally. These codes are universal codes that must be used to dial into the following countries. Be sure to visit our website to download and print the Rates & Info sheet for your country of service. This document will contain the remaining necessary dialing instructions to dial out of your country of service. Argentina +54 Indonesia +62 Puerto Rico +787 Australia +61 Iran +98 Romania +40 Austria +43 Iraq +964 Russia +7 Belgium +32 Ireland +353 S. Korea +82 Bosnia-Herzegovina +387 Israel +972 Saudi Arabia +966 Bulgaria +359 Italy +39 Singapore +65 Canada +1 Jordan +962 Slovakia +421 Chile +56 Kuwait +965 Slovenia +386 China +86 Lebanon +961 South Africa +27 Croatia +385 Liechtenstein +423 Spain +34 Czech Republic +420 Lithuania +370 Sweden +46 Denmark +45 Luxembourg +60 Switzerland +41 Ecuador +593 Malta +356 Taiwan +886 Egypt +20 Mexico +52 Thailand +66 Finland +358 Morocco +212 Turkey +90 France +33 Nepal +977 UAE +971 Germany +49 Netherlands +31 UK +44 Greece +30 New Zealand +64 Ukraine +380 Greenland +299 Norway +47 USA +1 Hong Kong +852 Pakistan +92 Vatican City +39 Hungary +36 Philippines +63 Vietnam +84 Iceland +354 Poland +48 Yugoslavia +381 India +91 Portugal +351 Zimbabwe +263

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