FAQ

Thank you for choosing POND mobile.

Ordering a POND mobile SIM card is simple. Fill out the “Let’s talk” form at the bottom of our homepage or click the “Callback” button and we’ll contact you as soon as possible. One of our managers will help you understand the amount of minutes and data you’ll need and recommend the best rate plan for you. You’ll be able to select a delivery address anywhere in the world, and your new SIM card will be delivered there within 3-4 days.

If you decide to keep your existing phone number, you can provide us with all the information necessary for porting and, when the SIM card is in your hands, we’ll perform the porting.

You can also connect our Smart Caller ID feature or combine up to 10 different numbers (DIDs) from more than 90 countries in one device.

If you’re interested in receiving a US Gold number, you can ask the manager to send you a list of phone numbers with prices and select the one that best fits your needs or the needs of your business.

At POND mobile, we offer 24/7 live customer support. Our hold times are under a minute and our customer service representatives are highly trained and speak multiple languages, so you don’t have to worry about your call being transferred.

Make sure to inform the manager about what kind of equipment you’re using and provide the IMEI number, so we can ensure your device is good to go!

If you have any other questions, feel free to contact us by phone or email.

DID (Direct Inward Dialing) is a service that allows you to have an additional number added to your existing POND mobile SIM. This number can come from over 90 different countries. If you already have active numbers in other countries, we can connect all of them to one SIM so you don’t have to worry about having multiple SIM cards.

How Does DID Work?

You can connect your numbers from other countries or add new numbers for other countries. With POND mobile, you can add up to 10 local DIDs to your SIM card.

For example, let’s say you have a business in the UK. We would add an additional UK number (+44) to your SIM. Once you share this number with colleagues and friends in the UK, they’ll be able to contact you at their domestic rates. If you choose to include our Smart Caller ID feature while calling any UK destination, the called party will also see your +44 number. This makes it easier for called parties to recognize the number that’s calling them. If you have another number in France, the same rules apply. Callers from France will be able to contact you at their local rates even if you aren’t residing there.

Smart Caller ID is a unique POND mobile feature that displays your local number to whomever you are calling.

How Does Smart Caller ID Work?

Hypothetically, let’s say you’re a POND mobile customer. You are based in the United States, so you already have your US number connected to your phone. You’ve just informed your personal account manager you have 3 other local numbers that you use. A UK number for business, a China number for friends, and a Russia number to stay connected with family.

With our Smart Caller ID feature, no matter what country you’re calling from, your local number will be displayed on the screen. If you choose to add this feature, your account manager will also add these local numbers (DIDs) into your SIM. Now if you’re calling a business partner in the UK, your UK number (DID) will be shown on their screen. If you’re calling someone in the United States, your US number will be displayed. The same applies to your numbers in China and Russia.

A benefit of our Smart Caller ID feature is if your called party misses your call, they can still call you back at their local rates!

The first step in figuring out how much data you’ll need is looking at how much data you’re using in your phone settings.

To see your data consumption on an iPhone, go to Settings > Cellular > Scroll down to the Cellular Data section.

On an Android, go to Settings > Network & Internet > Select Data Usage.

After looking at the data settings on your phone you should have a better understanding of how much data you’re using regularly. Our account managers will help you figure out which one of our plans work best for you based on your data needs. If none of our plans match your needs, we can create a custom data plan specific to your needs.

Reach out to us by filling out the “Callback” form on our website and one of our managers will get back to you as soon as possible.

If you want to reduce your data consumption in general, you can turn the cellular data off for apps that you don’t need constant access to and set up your smartphone to download any updates using Wi-Fi only. There are also lite versions of popular apps (like Facebook Lite and Twitter Lite) which can also help you reduce your data consumption.

Yes, we can save your existing number! We understand how important it is for both your business and personal life to keep your original number. To keep your phone number, we’ll need to perform number porting. Number porting is when you take an existing phone number and transfer it to another provider which, in this case, would be POND mobile. (Please keep in mind, this only applies to US numbers.)

In order to create a porting request, we’d need the following information from your old account:

• – Porting number
• – Account number
• – First and last name on the account
• – The billing address on the account
• – Your PIN number

To get this information, ask your previous account manager. If you have other numbers you need to save, like additional local numbers from other countries, we can assign these numbers to your SIM as well! Let your personal account manager know and we can assign up to 10 numbers to your SIM card.

To get in touch with customer support, you can call us at 1-908-517-5556. Our hold times are under a minute and we have a no-transfer promise. All of our customer service representatives are trained to handle any issue, big or small, so there’s no need to transfer your call through multiple departments.

Our customer support line is available 24/7 in six different languages. You can also email us at sales@pondmobile.com or support@pondmobile.com and we’ll get back to you as soon as possible.

On average, customers will usually spend about 45 minutes trying to reach a live person through customer support for their mobile carrier. With us, you’ll get through to a live representative within a minute! Even better, if you have an account with POND mobile, your personal account manager will handle any issues for you. So there’s no need for you to spend time contacting customer service. Reach out to your account manager with any issues or questions, and they’ll get back to you as soon as possible.

Yes! We have Worldwide data plans that allow you to stay connected in over 210 countries and destinations. With these data plans you can make unlimited calls via different messengers, have a US number (+1) to register for the messengers, and 250 minutes per month on our PondFone application.

These are our various data plans and the amount of data you’ll receive:

A unique aspect of these plans is that you’ll get the opportunity to make calls through the PondFone app. The person you’re calling will receive your call on their phone as a standard mobile call.

The Global Data rate plans include the “PondFone” application, which gives you 250 minutes of calls to mobile and landline numbers in 120+ popular countries, and you’ll receive a US number for incoming calls. You can also choose to include Smart Caller ID in your plan and local numbers in 50+ countries for incoming calls. The “PondFone” application is available in both the App Store and Google Play Store.

POND mobile has developed a special application that’s both free and easy to use with our plans.

Each of our Global Data plans include 250 minutes per month for calls on our PondFone app to both landline and mobile phone numbers. You’ll also receive a US phone number for incoming calls.

Our PondFone application allows you to place calls to 120+ popular countries.

You can read more about PondFone here.

Download the PondFone app from either the App Store or Google Play Store depending on your device. Ask your personal account manager for the activation code and sign in using this code on the PondFone application. Be sure to inform your manager if you want to include our Smart Caller ID feature in your data plan, as it will also be included within the PondFone app. You can read more about our Smart Caller ID feature here.

POND mobile is all about convenience and ease of use. This philosophy extends to both our service and our accepted payment methods.

With this flexibility in mind, we accept the following payment methods:

• – Paypal
• – Checks
• – Secure Payment Gateway (which supports all major credit cards)

While these options may be convenient for the majority of our clients, we understand that some of you may need additional options. We are more than happy to accommodate your needs! If you need a payment method that’s not listed here, all you need to do is reach out to your dedicated account manager and they’ll be happy to address your needs.

At POND mobile, our goal is to provide a stress-free wireless experience that addresses the needs of every individual, not the masses.

That’s POND mobile, SIMPLE!

In the case of overages, our system will not cut off your service. But after you reach your High-Speed Allowance for the month, your phone’s data speed will be reduced to 2G/3G. However, you’ll still be able to use data and make calls.

Our billing manager will send you a detailed invoice within the following month if any overages occurred.

In order to reduce your data consumption in general, you can turn the cellular data off for apps that you don’t need constant access to and set up your smartphone to download any updates using Wi-Fi only. There are also lite versions of popular apps (like Facebook Lite and Twitter Lite) which can also help you reduce your data consumption.

You can also set up your phone to download large files with Wi-Fi only, and if a strong Wi-Fi connection isn’t available it’s best to wait to download these files. You can also manage your notifications and alerts by turning off email and push notifications for unnecessary applications. Be sure to close your apps when you’re not using them as well!

Here’s how to check your mobile data consumption:

• ● For iPhone: Settings > Cellular > Scroll down to the Cellular Data section
• ● For Android: Settings > Network & Internet > Select Data Usage