Have you tried calling the hotline about this one? As I recall a family pack should have 2 SIMs. It should actually work.
Since you are already out of the country, when you try to use the roaming sim does it get any signal? You can try sending a tweet at talk2GLOBE (@talk2GLOBE) | Twitter to have your roaming checked. You can also check some basic FAQ's about Globe Roaming at this link About International Roaming | Roaming | Help and Support.