World's largest retailer of international calling cards

Difficulties using a calling card

Common Solutions

Total number of minutes is less than expected
  • You are calling a cellular phone. Cellular phone rates are usually much higher that landline phone rates. (except in the US & Canada) If You would like to know a cell phone rate that is not listed, please contact us and we will provide you with this information.
  • You are calling using a Toll Free Access number, which may be more expensive than using Local Access number.
  • Rates update by the phone card company.
  • The number you dialed is recognized as another region (for example, suburb of London may not be recognized as London city, which enjoys much cheaper rate), or a cellular phone (some area codes may be mistakenly recognized as cell phones). If the new rate is too high for you, please stop calling and contact our Customer Service about it. If you continue the phone call, it will be considered as an acceptance towards the new rate. There is not much to be done if  the card has been used this way.
Inaccurate charging or missing minutes.
  • If the phone card has a multiple minute rounding (for example 3 min) the call will be measured by 3 min rounding intervals.
  • If a service fee is applied to a phone card, your card´s balance will be reduced. You will be charged for the phone call plus the service fee as a percentage of the call
  • System error by the phone card´s company.
Can’t get connected.
  • Due to international line capacity and system overloading during holidays or weekend hours some phone calls may have difficulties to connect.
  • Please try to call again in 15 minutes or at a different time. If there is still no connection established, please contact our Customer Service.
Lost minutes, but no connection was established.
  • This could happen if the phone rings more then 4 times, that is equivalent to a 30 seconds call without a connection. Carrier will consider this call as a connection and will deduct minutes taking into consideration the rounding
Did not get a good connection.
  • This happens very rarely. If this happens repeatedly please try to place a call at another time, or contact the Customer Service of the card. The phone card may have difficulties for the specific region you call. If this is the case, please stop using the same card for that destination.
Access number is not available.
  • Make sure the number you are dialing is correct.
  • Make sure the phone card can be used from the region where You are located.
  • The phone card provider may be doing a system upgrade, or experiencing temporary technical difficulties.
Could not hear your party clearly.
  • Please hang up and try to call again. If you have lost minutes, please call the card´s Customer Service number. They will check your call history records and take the appropriate actions.
Receive message that PIN is invalid.
  • Make sure that  you are dialing the PIN number that was received for your last purchase.
  • Make sure you are dialing the access number provided in the e-mail along with the PIN.
  • Check if your card´s balance is enough for a 1minute phone call to that destination.
  • Try again in 5 minutes.
  • If You still receive the message "invalid PIN", please call the card’s Customer Service number. If you are having difficulties contacting them, please contact us and we will try to contact the carrier on your behalf to resolve the problem.
Registered phone cannot be recognized by system (for Pinless calling cards)
  • Check the number. If the number is not valid, you will be asked to enter the card’s PIN. If there was a typo entering your phone number, please correct it
  • Contact card’s Customer Service.
Paid for a Rechargeable PIN or made a recharge, but the balance is 0.
  • You are trying to make a phone call using somebody’s else registered phone. If  you and your family, or friends still want to use more than one pinless calling card (different PINs) calling from the same phone, this phone number shouldn’t be registered with any of these cards. 
  • If  you need help, please contact us for assistance.

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