This article is designed to provide answers to common questions about Union Wireless phones, features
and overall service. Articles are subject to change without notice.

Help & Support

If I experience trouble making or receiving calls, text, or picture messages when traveling internationally, how do I report the problem?

Contact an operator in the country you are in and ask to place an international collect call to Union Wireless at 1-307-782-6131. If your Union wireless handset is operational, you do not need to contact an international operator, but you can call us directly by dialing +1-307-782-6131. This will be a free call and you will not be charged for airtime or long distance. Once you are connected to Union Wireless, simply ask to speak to the customer service department and notify us that you are calling from another country so we can give your call priority. If you are calling during our business hours (Monday through Friday from 8:00 AM to 6:00 PM, and from Saturday 9:00 AM to 5:00 PM Mountain Time), our Customer Service department will assist you. If you are calling after business hours our operators will be able to file the trouble ticket for you. You will be asked several questions so we can successfully trouble shoot your issue.

What do I do if my phone is lost or damaged when traveling in another country?

Make sure to report any loss or theft to Union as soon as you become aware, as you are responsible for charges incurred until notification is made to Union. Contact an operator in the country you are in and ask to place an international collect call to Union Wireless at 1-307-782-6131. If you have access to another Union Wireless phone, you do not need to contact an international operator, but you can call us directly by dialing +1-307-782-6131. This will be a free call and you will not be charged for airtime or long distance. Once you are connected to Union, simply ask to speak to the Customer Service department and notify us that you are calling from another country so we can give your call priority. Union will immediately suspend your phone service to ensure no additional usage charges will be placed on that device. Our business hours are Monday through Friday from 8:00 AM to 6:00 PM, and Saturday from 9:00 AM to 5:00 PM Mountain Time. If you are calling after business hours our operators will be able to assist you.

Does your Handset Replacement Program cover a lost or damaged phone and if so, how do I get a replacement?

If your phone is damaged while traveling in another country and you have subscribed to our Handset Replacement Program, Union can do a replacement and ship the phone to you. If you will be out of the U.S. for another 2 weeks or more, you have the option for the phone to be shipped to you directly or we can ship it to your home address, so it will be available upon your return. At your request, Union will priority ship to your current location for an additional fee. (Fees and delivery time will vary depending on location).

Can I call Customer Care for free from another country, if so how?

You can contact us directly by dialing +1-307-782-6131 from Your Union Wireless Phone. This will be a free call and you will not be charged for airtime or long distance. Once you are connected to Union Wireless, simply ask to speak to the Customer Service department and notify us that you are calling from another country so we can give your call priority. Our business hours are Monday through Friday from 8:00 AM to 6:00 PM, and Saturday from 9:00 AM to 5:00 PM Mountain Time. If you are calling after business hours our operators may be able to assist you.

In the U.S. I can dial 911 for emergency help. How do I do this in other countries?

When traveling internationally we encourage you to research the local Police and Emergency numbers before you travel. Please visit http://travel.state.gov/ for information on how to contact local authorities for the countries you will be visiting.

How do I get Directory Assistance in other countries?

Each country has different numbers for directory assistance (or to dial the operator). We encourage you to learn those numbers upon arrival in the country you are visiting by talking to an Airport Representative or a Hotel Concierge.

Technical Assistance

How will I know if my phone will work where I am going?

The following steps are recommended before traveling abroad:

a. Determine if your wireless device will operate in the country you are visiting. To ensure the broadest coverage, a quad-band phone (850/900/1800/1900 MHz) is recommended. To determine your phone’s capability, please see either your user’s manual or your handset’s manufacturer website.

b. Verify service in the country you are visiting at /international/.

c. Before leaving to travel abroad, also visit a Union Wireless retail store or call 1-888-926-CARE (2273) so you will be able to make calls while traveling in other countries.

Can I use another countries SIM card in my phone for international calls?

Yes you can as we do not SIM lock our phones, but you need to make certain that your phone is capable of international roaming. Please refer to previous question above: “How will I know if my phone will work where I am going?”

How do I disable GPRS on my handset so I do not get charged data usage while roaming internationally?

Please consult your handsets user manual for instructions on disabling data usage, as this is done differently on different phone models. If you are having difficulty in disabling GPRS on your handset, please visit a Union Wireless retail store or by calling 1-888-926-2273 and we will be glad to assist you. We recommend that you learn how to disable your GPRS prior to your departure.

Plans

Can some of the lines on my plan be enabled to call or roam internationally and not others?

Yes, the ability to call internationally is a setting that is turned on or off for each individual line. Thus one phone on your plan could call internationally, while the other phones could be blocked. You can adjust your calling preferences by visiting a Union Wireless retail store or by calling 1-888-926-2273.

Are international calls applicable for Free Night and Weekend, Mobile to Mobile, or My Top Ten Calling?

Calls made to destinations outside of the United States are not considered Mobile to Mobile or Top 10 calls. Free airtime for Night and Weekend calls is available, however toll (long distance) charges to the international destination will still apply.

Is there a special plan available that will include international calls?

A description of International calling plans can be found at /international/ .

Can I set up my international calling service so that I can allow calling to some countries and not others?

International calling outside of the US, Canada, and the Caribbean is disabled by default on all service plans. Calling to all other international destinations can be enabled by contacting Customer Care at 1-888-926-2273. Enabling calls to one or more selected countries is not available at this time.

Calling

How do I make international calls?

To place an international call you can complete the following steps:

a. Enable International Dialing for your line. You can do this by visiting a Union Wireless retail store or by calling 1-888-926-2273.

b. Locate the Country Code for the number you are dialing. You can find a listing of country codes at /international/ .

c. Omit the leading zero’s of the local number you are calling. For example: 0321234567 is to be dialed as 321234567. Note that some countries may have a completely different phone number format.

d. Dial the following sequence to reach the international destination: International Access Code + Country Code + Number. Please note that the international access code to call countries outside the U.S. or Canada is 011.

e. For example: to call Brazil (Country Code 55) you would dial the following: 011 55 321234567.

How do I access my voice mail when traveling internationally?

The easiest way to access your Voice Mail while roaming internationally is to dial the following on your handset: +13073546245. Please note that you will be charged a per minute rate to access voice mail while roaming internationally.

How do I send an international text, picture or video message?

To send an international text, picture, or video message you can complete the following steps:

a. Enable International Dialing for your line. You can do this by visiting a Union Wireless retail store or by calling 1-888-926-2273.

b. Locate the Country Code for the number you are dialing. You can find a listing of country codes at /international/ .

c. Omit the leading zero’s of the actual number you are sending the message to. For example: 00681234567 is to be dialed as 681234567. Note that some countries may have a completely different phone number format.

d. Place the following sequence in the recipient field of you message: International Access Code + Country Code + Number. Please note that the international access code to call countries outside the U.S. or Canada is 011.

e. For example: to send an MMS or text message to a Mexican number (Country Code 52) you would place the following in the recipient field of your message: 011 52 681234567.

Will call forwarding work while I am traveling internationally?

Call forwarding will work the same internationally as it does while you are in the United States. Please note that calls to voicemail or messages left on voicemail while roaming internationally will incur usage charges. 

When travelling in another country, what do I need to do to dial back to the U.S.?

 To call back to the U.S. with a Union Wireless phone, dial +1 then the 10-digit number you want to call.

When roaming internationally, what do I need to do to call other international phone numbers?

To dial an international number while roaming, dial “+” then the Country Code and Phone Number. You can access a list of country codes at /international/ . You will also need to omit the leading zeros from the local phone number called.

Billing & Fees

Are taxes applied to international calls, if so how are they determined?

The local laws determine taxes where the Phone was in use.

Will international calling or roaming include a surcharge?

International calling rates can be found at /international/ and there will be no additional surcharges. Taxes may be applied per local laws.

Will there be a delay in seeing my international roaming calls billed?

Call records can take up to 30 days to show up on your account depending on where the call originated.

Are my calls billed in dollars or that countries currency?

Your bill will always be in U.S. Dollars.

You can check to see if your employer is an affinity member by calling our customer service toll free number at 888-926-2273.

How will calls bill when calling from the U.S. to another U.S. customer roaming in another country?

When placing a call out you will not be billed any additional charges, other than the current domestic toll charges to the number you dialed that you would normally pay on your plan. The minutes of the call will be deducted from the minutes on your plan. You will not be billed international toll charges even though the call terminated internationally. Any additional charges are the responsibility of the party receiving the call.

Rates & Fees

Can I use data for internet access when traveling internationally, and if so what is the cost?

Data capabilities are available on your phone for those countries for which Union Wireless has data communication agreements. Specific countries and rates can be found at /international/ .

Can I receive text messages when I am traveling internationally, and if so what is the cost?

Text messages can be received in countries for which Union Wireless has international agreements. Eligible countries and rates can be found at /international/.

Can I receive picture and video messages when I am traveling internationally, and if so what is the cost?

Picture and video messages can be received in countries for which Union Wireless has data services available. Specific countries and rates can be found at /international/.

Can I receive incoming calls when traveling internationally, and if so what is the cost?

Calls can be received while traveling in countries for which Union Wireless has international roaming available. You will be responsible for the roaming charges for all incoming calls received. Specific countries and rates can be found at /international/ and there will be no additional surcharges. Taxes may be applied per local laws.

You can check to see if your employer is an affinity member by calling our customer service toll free number at 888-926-2273.

Which countries can I send an international text, picture or video message to, and what is the cost?

Supported international messaging destinations and their rates can be found at /international/.

While traveling, can I look up different international calling costs from the internet and if so what is that URL?

International calling rates can be found here: /international/.

How can I keep track of charges related to international calls made when away from home?

You can track your usage by signing up for our online services. You simply go to and then click on the “My Account” tab and complete the registration. To complete the initial registration you will need to know your account number (this can be found on your monthly billing statement or a recent purchase invoice), your billing zip code, and the last four digits of the social security number of the primary account owner.

You will then define your user name and password for use when logging in after your first registration. When you access your account on the web you can view your wireless usage by clicking on the “Wireless Usage” link found on the left hand side of the screen under “My Bill”. Keep in mind that information we receive on usage outside our home service area may be delayed up to 30 days. If you are already registered for our online services you simply go to and enter your user name and password.

When you access your account on the web you can view your wireless usage by clicking on the “Wireless Usage” link found on the left hand side of the screen under “My Bill.” Keep in mind that information we receive on usage outside our home service area may be delayed up to 30 days. If you don’t have access to the internet, you can contact our Customer Care department directly by dialing +1-307-782-6131 from your Union Wireless phone. This will be a free call and you will not be charged for airtime or long distance. Once you are connected to Union Wireless, simply ask to speak to the customer service department and notify us that you are calling from another country so we can give your call priority. Our business hours are Monday through Friday from 8:00 AM to 6:00 PM, and Saturday from 9:00 AM to 5:00 PM Mountain Time.

How do your charges take into consideration changing foreign exchange rates?

Your bill and Union’s pricing can be seen on the website at: /international/. Costs are in U.S. Dollars and the pricing listed will reflect the current exchange rates. The prices shown are what you will be billed when placing international calls. 

What is the cost of making international calls?

International calling rates can be found at /international/