ProSIM transforms any compatible mobile phone into a full-featured extension of your Phone.com system using the eSIM capabilities of modern mobile devices and the cellular voice network. With ProSIM, you are free from reliance on mobile data or WiFi networks.

There is no need for physical SIM cards—activate instantly and manage all your business communication needs from a single, unified platform.

What are the advantages of a Phone.com ProSIM?

Simplified call management: With ProSIM, you don’t need to use a separate app to take and make calls. You can get Phone.com calls and texts using the native dialer on your phone.

Optimal call quality: Because the Phone.com ProSIM uses the mobile voice network, rather than data or WiFi you’ll get the best possible call quality and coverage.

Simple setup: You can install and use your Phone.com ProSIM in just a few clicks. No physical SIM card or other hardware is required.

Why not just use the Phone.com mobile app?

There are two drawbacks to any VoIP app on a mobile device. The first is that you have to open a unique app to make business calls. The second is that VoIP apps use network data or WiFi. The quality of these connections can vary. The mobile app is a fine solution if you work in a space with a strong data or WiFi connection. However, if call quality is paramount and you are often away from WiFi, ProSIM may be a better option. The ProSIM is also a good choice if device battery life is a significant concern.

Which types of businesses/users benefit from a ProSIM?

Users on the move, such as landscapers, contractors, real estate agents, home health aids, tutors, insurance inspectors, and plumbers, benefit from knowing that their calls are handled on the highest quality, most reliable network wherever they are. Additionally, anyone who works in an environment without strong WiFi, such as people in rural areas, can benefit.

What is the difference between a Phone.com VoIP number and a Phone.com ProSIM?

VoIP: requires an internet connection and allows you to make calls through your computer or app.

ProSIM: does not require an app and instead uses carrier towers to establish a connection directly with your device.

ProSIM Compatibility

Do I need to have a primary carrier?

Yes. The Phone.com ProSIM is intended as a second line.

Can I still use my old physical SIM card if I switch to ProSIM?

Yes. Many devices allow you to use both a ProSIM and a physical SIM card at the same time (dual SIM functionality).

Will ProSIM work on any unlocked device that has Dual eSIM enabled?

ProSIM will work on almost any unlocked device with Dual eSIM enabled, but there may be some exceptions.

Which devices support Phone.com's ProSIM?

Apple:

iOS 15.4 or later. Recommended: iOS 17.1 or later
iPhone XR or later. iPhone 12 or later is recommended when Phone.com ProSIM is used as a second SIM
Supported on US and Global iPhone models only

Google:

Android 13 with March 2023 update or later
Pixel 6 and later

Samsung:

Android 14 or later
Android 13 and OneUI 5.1
Supported on US and European models only

Be sure to check with your device's manufacturer for compatibility with ProSIM and dual SIM.

Purchasing ProSIM

How much does a Phone.com ProSIM cost?

Each ProSIM is $10 per month plus taxes and fees. The first month is free.

Is there a free trial period?

Yes, each user can enjoy a one-month free trial, starting when the first ProSIM on the account is ordered.

How do I buy a ProSIM?

You can add as many ProSIMs to your account as you like by accessing the Phone.com Store in My.Phone.com. (Excludes Express Connect forward-only plans.)

How do I install a ProSIM?

Once you add a ProSIM to your account and assign it to a user, you will receive an email with a link to install the eSim on your device; alternatively, you will see a QR code that you can scan to get started.

You can also go to the SIM manager on your device and click the option to Add eSIM. From there, you can scan the QR code to install the ProSIM.

Can I purchase an eSIM if I’m not the account administrator?

If you're not the account administrator, you can make a request for the admin to purchase the ProSIM for you. They have the necessary access to complete the purchase.

Can I transfer my ProSIM to another phone?

Not at this time. To install an eSIM on a second device, a new eSIM is required. Users can remove the eSIM from one phone number and add a new one to a different number at no additional cost.

Can I cancel my ProSIM service?

Yes. You can cancel your ProSIM service at any time by deleting the ProSIM from the account.

Using ProSIM

How do I switch between Phone.com's ProSIM and my personal line on my device?

You will be able to switch between phone lines from your dialer page or your messaging app.

How do I access voicemail?

If you're using an iPhone, go to the Voicemail tab in your Phone app. Your Phone.com ProSIM mailbox will appear there, and you can tap Call to listen to your messages.
If you’re using an Android, tap on the voicemail notification to place an outbound call to your voicemail box.
Dial *8686 from your Phone.com eSIM to access voicemail.
Check your voicemail through your Phone.com account (voicemails are stored for 30 days).

Will voicemail transcription work on my ProSIM?

Voicemail transcription is not provided through Phone.com’s ProSIM. However, some iPhone models offer built-in voicemail transcription. At this time, voicemail transcription is not available on Android devices.

Can I view my SMS/MMS history in my Phone.com account?

Messages sent from your ProSIM will sync with your Phone.com account. However, messages sent from your my.phone.com account will not be synced to your native phone’s application. Please note that iMessage data will not sync to your Phone.com account.

Can I make three-way calls with Phone.com ProSIM?

Yes, three way calls can be made using your Phone.com ProSIM. Please keep in mind to merge the calls both calls need to be using the same SIM. You will not be able to merge calls between your primary carrier and Phone.com line.

I want to merge two calls but my merge button is disabled. Why?

If the merge button is disabled, it indicates that your calls are on two different lines. To merge the calls, both must be active on the same line.

ProSIM Features

Can I send and receive text messages using my ProSIM?

Yes text messaging is available with the Phone.com Plus and Pro plans. Business users who send text messages will need to comply with SMS registration requirements.

Does the ProSIM support data?

Not at this time.

Is ProSIM secure and HIPAA compliant?

Yes. Calls using the ProSIM service have the same HIPAA-compliant security protections as all Phone.com calls. Please keep in mind that SMS is a grey area because once data is sent via SMS, it may be accessed by unauthorized parties.

Can I assign a toll-free number to the ProSIM?

Yes, toll free numbers can be assigned for use on a ProSIM.

Can a Phone.com user have more than one ProSIM?

No. Each user can have only one ProSIM assigned. Further, each ProSIM will be assigned to only one phone number. During setup, the administrator will map each ProSIM to a user and a phone number assigned to that user.

Will ProSIM work with my Apple Watch?

If your Apple Watch is connected to your iPhone via WiFi, you will get call notifications and can answer calls using your Apple Watch. The native Apple Watch SIM is not supported at this time.

Can I do a three-way call with ProSIM?

Yes. You can add callers to your call using the native dialer on your phone, but it is important to note that all callers must be on the same line. You can not bridge calls between your primary voice service and your ProSIM line.

Is Wi-Fi calling supported with the ProSIM?

Wi-Fi calling is not supported at this time. We are actively working on supporting Wi-Fi calling.

Does ProSIM support RCS messaging?

Yes, ProSIM fully supports RCS (Rich Communication Services) texting, providing an enhanced messaging experience with features like:

Read Receipts – See when your message has been read.
Typing Indicators – Know when someone is typing a reply.
High-Quality Media Sharing – Send files and high-resolution photos.
Improved Group Chats – Easily manage and interact in group conversations.

ProSIM Technical Questions

What do I do if I have questions about dual SIMs on my device that aren’t related to ProSIM?

For questions that aren’t specific to ProSIM, contact your primary cellular service provider or the device manufacturer.

Can I have two different numbers—one for the Phone.com mobile app and one for the ProSIM?

Yes, you can have two different numbers, one for the Phone.com mobile app and one with the ProSIM.

Can I turn off my ProSIM?

Yes, you can toggle your eSIM on or off using your device’s settings:

iPhone: Go to Settings > Cellular, select your ProSIM number, and toggle Turn This Line On/Off.

Android: Go to Settings > Connections > SIM manager, toggle the ProSIM on/off, and confirm by tapping Turn Off or Turn On.

Note: Turning off your ProSIM is not the same as terminating. Turning off your eSIM will not stop you from being charged.

Provisioning

Why don't I see a Phone.com number as an option when assigning a user to a ProSIM?

If a Phone.com number isn’t appearing as an option for your ProSIM, check the number’s assignment. It must be configured with inbound text messaging, call routing, and voicemail assigned to the user you want to link to the ProSIM.

Why is the user’s name appearing differently in the drop-down menu when assigning the ProSIM?

User names can only be updated through My.Phone.com. Changes made in the Control Panel will not update the displayed name. Additionally, the name must begin with a letter for it to appear correctly.

How do I activate my ProSIM?

To activate your ProSIM, scan the QR code or input the activation code.

Can I update my phone.com phone number which is attached to my ProSIM to a new number?

Yes, you can update your phone number by logging into My.Phone.com and selecting your ProSIM. Choose a new number from the dropdown menu under Account Settings. The number must be assigned to the same user as the ProSIM for voice and text functionality.

Why is my ProSIM labeled as Extend when it is originally downloaded?

The ProSIM is labeled as "Extend" because it is designed to enhance and extend your UC (Unified Communications) experience.

Network

Is 5G supported on the ProSIM?

Currently, LTe is supported. We are actively working on supporting 5g.

What cellular network does the Phone.com ProSIM use?

The Phone.com ProSIM operates on the AT&T network, utilizing AT&T's extensive cellular towers to provide reliable coverage and service for voice and data communications. The AT&T network covers 96% of the US. You can view a coverage map here.

iPhone Specific Questions

How do I know if my iPhone is locked?

To check if your phone is locked:

Go into your iPhone’s Settings
Select “General”
Select “About”
Scroll down to “Carrier Lock” and see what it says

“No SIM restrictions” means your phone is unlocked, while “SIM locked” it is.

How do I back up my contacts and messages?

To ensure your contacts and messages are backed up please ensure you have it synced to your iCloud. To sync to your iCloud go to your Settings, Select your name on the top of the screen, select iCloud. Tap Drive (or iCloud drive), then turn on Sync this device.

Can I transfer my ProSIM to a new device?

Yes, you can transfer your ProSIM but you will need to download a new QR code. Go to your ProSIM tab, select your ProSIM and click transfer eSIM to get the new QR code

If you have an iphone your contacts and messages should be restored from iCloud.

Can I make outbound calls from the ProSIM using a private caller ID?

No, outbound calls will not work if the outbound caller ID is set to private.

How can I distinguish between my primary phone number's call logs and my ProSIM call logs?

On iPhone, there will be an indicator which will display the acronym of your business phone line. It will show on your call logs and incoming calls.

Can I change the default carrier for calls and text messages?

Yes, you can update the default carrier. Go to the 'Settings' tab, select 'Cellular,' then choose 'Default Voice.' From there, you can select which line you would like to set as your default voice line.

Can I use FaceTime with the ProSIM?

Yes, you can use FaceTime with your ProSIM phone number.

Can I send iMessages from my iPhone using my ProSIM?

Yes, you can send iMessages from iPhone to iPhone using your ProSIM, but note that data will NOT be synced to your phone.com account.

Can iMessage and Facetime be turned off?

No, iMessage and FaceTime are independent technologies that operate through Apple’s ecosystem, and they cannot be turned off by a ProSIM. Since they are managed at the software level by Apple, they are not controlled by the ProSIM or carrier settings.

Will incoming calls ring into either carrier while on an ongoing call?

For iPhone, incoming calls will ring on the other line if you're on an active call. You can hold one call and answer the other, but merging calls across carriers is not supported.

Android Specific Questions

How can I distinguish between my primary phone number's call logs and my ProSIM call logs?

On Android, a small icon will appear on the right side of call logs in the Recents tab to differentiate business calls from personal calls. You can also filter by your ProSIM or personal calls.

How do I know if my Android is locked?

To check if your phone is locked:

Go into your Android phone’s Settings
Select “Connections” (or “Network and Connections”)
From here you can select “Network Operators” and see if multiple networks are available. This would mean your phone is likely unlocked. Otherwise, follow the next steps.
Scroll down and select “More connection settings”
Select “Network unlock” to view your “Network lock status”

This will tell you whether your phone is locked to a specific carrier or unlocked.

How do I back up my contacts and messages?

Enable Automatic Backup to Google Drive:

Open your device's Settings app.
Tap on "Google" or "Accounts & backup."
Select "Backup" or "Back up to Google Drive."
Ensure "Back up to Google Drive" is turned on.
Choose the Google account you want to use for backups.

Back Up Contacts:

Open your device's Settings app.
Tap on "Google" or "Accounts & backup."
Select "Google Contacts" or "Contacts."
Make sure "Automatically back up & sync device contacts" is turned on.

Back Up Messages:

The process for backing up messages varies depending on your messaging app.
For SMS/MMS messages, some Android devices offer an option to back up messages to Google Drive.
For other messaging apps (e.g., WhatsApp, Telegram), check the app's settings for backup options.

Will incoming calls ring into either carrier while on an ongoing call?

Devices that support Dual SIM Dual Active (DSDA) will allow you to receive call waiting notifications on both lines during an active call on either SIM. If your device only supports Dual SIM Dual Standby (DSDS), you'll start receiving notifications for the second SIM after disconnecting from the ongoing call.

Can I change the default carrier for calls and text messages?

Yes, you can update the default carrier.

Go to the 'Settings' app
Select ‘Connections’
Choose ‘SIM manager’
Tap ‘Primary SIM’
Choose the SIM you want set as the Primary SIM
Confirm by tapping ‘Change’

Can I transfer my ProSIM to a new device?

Yes, you can transfer your ProSIM by visiting my.phone.com, selecting your ProSIM, and clicking Transfer eSIM to receive a new QR code. Android data can be transferred via Google Backup & Restore.

ProSIM Plans and Administration

How do I check the status of my ProSIM?

You can check your ProSIM status under the ProSIM tab. There, you'll find a list of your ProSIMs with a filter option to view active ProSIMs, ProSIMs pending deletion, available ProSIMs, and deleted ProSIMs.

How many ProSIM plans can I have on my account?

You can add one ProSIM plan per user on your account. For example, if your account has five users, you can add up to five ProSIMs. There is a limit of 15 ProSIMs per transaction, so if you have more than 15 users who need an eSIM, you may need to complete multiple transactions.

How many ProSIM plan options are available?

Currently, only one ProSIM plan is available: Unlimited Voice and Messaging. However, we plan to introduce a total of four options in the future.

Is ProSIM available for all customers?

ProSIM is available for all customers, but it cannot be assigned to a virtual extension.

Can I have an extension assigned to a deskphone and a ProSIM?

Yes, you can have an extension assigned to a deskphone and a ProSIM. Both devices will ring simultaneously. Making outbound calls from one device will not affect the other.

Will the ProSIM still work if my account is suspended?

If your account is suspended, voice and text services will be unavailable. The ProSIM will remain on the account until the end of the billing cycle before being terminated, allowing time for payment to avoid reinstalling a new ProSIM.

How do I set my caller ID?

You can set your caller ID in your Phone.com account under Account Settings. To change your Caller ID Name, go to Account Settings and update the name.

Please note that while we submit your requested caller ID name to the Caller ID database, the final display is determined by the recipient’s carrier.

Termination

How do I terminate my ProSIM?

To terminate your ProSIM log into your my.phone.com account. Click on the ProSIM tab, select your desired ProSIM and click on “terminate”. Your ProSIM will remain active until the end of your billing cycle.

If I terminate a ProSIM, can I reactivate it later?

ProSIMs remain active until the end of the billing cycle. However, once the billing cycle ends, the ProSIM will be permanently removed and cannot be recovered. Outbound SMS history will be lost. If you need a ProSIM again, you will need to purchase a new one through your Phone.com account. Please note that we do not offer prorated refunds for terminated eSIMs.

Can I cancel my termination?

Once you request to terminate your ProSIM you have until the end of the billing cycle to cancel your termination request.

How do I cancel my termination?

To cancel your termination, go to the ProSIM tab, select the ProSIM you have requested to terminate and click “undo termination.”

Security

Is the ProSIM secure?

Yes, the ProSIM technology is secure. It uses encryption and secure storage to protect your data. However, it’s important to use passwords, lock screens, and other security features to protect your device from unauthorized access.

What happens if I lose my device?

If you lose your device, you can transfer your ProSIM to your new device. Please note, you will need to download a new QR code into your new device. Messages and contacts will be saved if you have it backed up to your iCloud or Google backup and restore.

Roaming/International

Can I use ProSIM internationally?

Yes, you can use ProSIM internationally, but restrictions may apply. International dialing must also be enabled on your Phone.com account. Please check our International support page for more information. We are currently not offering international numbers for purchase on a ProSIM.

Can I purchase an international number for my ProSIM?

Currently, we do not sell international numbers for use on ProSIM.

Emergency Services

Can I make emergency calls using Phone.com ProSIM?

Yes, emergency calls are supported through the Phone.com ProSIM.

How will emergency services get the address from the device?

ProSIM will retrieve the location from the device and nearby cell towers to provide emergency services with the address.

Troubleshooting

Why aren't my outbound text messages going through?

Make sure your phone number is registered with the 10DLC Campaign Registry. If you need help with the text message registration process, our support team is happy to assist. You can also check out this helpful guide: Text Messaging Registration Guide

Why aren't my text messages going through?

I'm trying to scan the QR code, but it isn’t working. Why?

If the QR code has been previously used, it will no longer work. Refresh the QR code within your Phone.com account.

Why haven’t I received my email after purchasing the ProSIM?

Email delivery may be delayed. Wait a few minutes, refresh your inbox, and check your spam folder.

Why can't I send or receive text messages on my iPhone even though I have a user assigned to SMS and an approved campaign?

If you're experiencing issues sending or receiving SMS on your iPhone, follow these steps:

Go to Settings
Select "Messages"
Tap "Send & Receive"
Choose your eSIM number

This should enable SMS functionality for your eSIM.

Why is my ProSIM stuck in an activating status when I try to install it on my iPhone?

If your ProSIM is stuck in the activating status, it typically means there was an issue with the provisioning process. To resolve this, delete the ProSIM from your device and return to your my.phone.com account to generate a new QR code. To do this, go to the ProSIM tab, select the SIM you are trying to download, and click “Refresh QR Code.”