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FAQ

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Member Account

What is Member Account?

Member Account is a profile of information about each member's account that is stored on our secure servers. It can only be accessed by entering the member's user name and password. Setting up a Member Account makes it easy to place orders because it eliminates the need to retype the shipping, payment and account information each time the member places an order. Having a Member Account also enables the member to check the status of any order placed with IDTCalls.com.

How can I create an account?

If you are new to IDTCalls.com and want to create an account, click the "Member Home" link on the page header. Click that option to set up a new account and follow the steps. Please remember that you will need to have a valid credit card listed under your name in order to place orders online.

How can I login to my account?

When you sign up and register at IDTCalls.com, your email address serves as your login name. If you have forgotten your password, please click the Forgot Your Password link on the login page and it will be emailed to you.

How do I update my account information?

Log into your account with your current password and click "Personal Information" on your member home page. Edit your information; press the update button on the bottom of the page and your new information will be saved.

I forgot my password. How can I retrieve it?

To receive your password by email, go to the Login page and click Forgot Your Password? Tell us your login email address and post/zip code and your password will be emailed to you.

How do I change my Login ID or email address?

When going in to the Member Home Page a customer can change his email address. This will change his login to his new email address. It is in the member home section. The link says Change My Email Address.

How can I change my password?

Log into your account with your current password and click the "personal information" link on your member home page. The second step is to erase your current password and enter in your new one. The last step is to confirm your new password by typing it in a second time and press the update button at the bottom of the page and press OK.

To make changes to any of your personal or credit card information, please follow the same instructions.

I cannot log into my account. What can I do?

If you are having problems logging in to your account, please call our online customer service team on +44 207 028 74289 (if calling from outside the UK) and 0845 408 4650 (if calling from the UK).

How can I check my order status?

To protect your privacy, you will need to log into your account to check your order status. Please click the Login button on the homepage and enter in your email and password. Once you have logged into your account simply click Order Status" under My Orders.

Online Purchase

How can I buy phone cards online?

Simply choose the country you are looking to call and pick the card that best suites your needs. On the product details page, select the price denomination, enter your membership information and check out. It is that easy!! Phone cards can be ordered online on our website 24 hours a day, 7 days a week.

Can I purchase phone cards over the phone?

Currently we do not have the ability to accept telephone orders.

How do I pay for my orders?

We currently accept VISA, MasterCard, American Express, Switch and Solo cards.

Why was my credit card declined?

There are a few reasons why your credit card may have been declined. You may have gone over your maximum pound limit set for new customers.

Another possible reason is that you may have previously given us your credit card's expiration date which has expired.

Alternatively, the post/zip code you provided may not have matched the post/zip code on record with your credit company.

Please look over your credit card and personal information to make sure that all the information given is accurate, then please to place your order again. If you are still not successful, please call customer service.

Why can't I purchase more than €100 in 30 business days?

Our credit limit on purchases is meant as a security precaution in order to prevent credit card fraud. If you wish to increase your credit limit, please call customer service and we will try to accommodate you.

How long will it take to receive my orders?

If you are a first time customer, we will call and verify your order 24 hours a day, seven days a week. Once your account information is verified, we will setup immediate PIN delivery. All future orders will be sent to you automatically within minutes after the transaction is completed.

How can I find my pin number?

Please log into your account on our website with your user name and password. Once you have logged in, you will be taken to your member home page.

If you click "order status" on your member home page, you can check the date of every purchase you made, the type of card(s) you purchased and the pin numbers on the cards your purchased.

What if I make a mistake while purchasing?

Please contact customer service at +44 207 028 7429 (if calling outside the UK) and 0845 408 4650 (if calling from the UK) to credit your order so you can make a new purchase.

What is IDTCalls.com's Return Policy?

To return an unused card purchased within the last 30 days please call customer service.

What if I have a problem using my phone card?

If you have a problem with a phone card access number, experience quality problems, or are unable to use your phone card, please call the customer service number that appears in your confirmation email. Please be sure to have your PIN number available when calling customer service.

When I purchase a phone card, do I get by post?

We do not send orders through regular mail. As soon as your online transaction is completed, you will receive an email with your phone card PIN number.

Can you verify my order if I'm outside Europe?

Generally we are unable to verify orders outside Europe. However, if you email us a request to verify your order at support@idtcalls.com, we will do our best to accommodate you.

Why do I have to verify my information over the phone?

For the sake of your security and to prevent your credit card from being used fraudulently. Whenever a customer orders for the first time or a customer's personal information has changed, we ask for your phone number so that we can call you back and ask specific questions to verify that your credit card is not being used without your permission.

Can I verify my information over the chat?

Our live chat feature can be used to let us know where we can reach you by phone to verify your order if you will be at a number different from the one given to use while ordering. It can also be used if you are overseas and need to verify your order.

Can I safely enter my credit card number on your website?

Yes. IDTCalls.com website takes security very seriously. All of our members personal information is stored safely behind our firewall. All online transactions are handled with the highest level of security. We incorporate Microsoft SSL (Security Socket Layer) into our website and employ the latest encryption technology to prevent our members information from being intercepted.
To make sure you have the latest security features on your browser, please download and install the latest version of Microsoft Internet Explorer or Netscape Communicator.

Can I view my call history online?

We apologise but we do not offer our customers the ability to view their call history.

What is the currency of our prices?

All IDTCalls.com transactions are in the countries local currency.

Phone Cards

How do I use my phone card?

Please follow these steps:
   1.Dial the toll free access number of your phone card.
   2.At the prompt, enter your PIN number (sent to you via email)
   3.Your balance for this card is normally announced at this point.
   4.Dial the destination number including the full national and international codes .
   5.To place another call, press ###.

How many minutes will I have on my card?

The number of minutes available is determined based on the rate to the country you are calling. Each time you use your calling card to place a call, the number of minutes available for your call will be announced to you before the call connects.

Can I recharge my phone card?

Although you cannot recharge your calling card, you can always purchase another card on our website. When reordering, simply log into your account, make your selection and check out. Your new Phone Card(s) will be issued immediately!

Do I need a long distance carrier on my phone to use phone cards?

No, you do not need a long distance carrier on your phone to use our calling cards. However, if you are concerned that your access number may incur a long distance charge from your provider, you should contact them to confirm.

When I dial from a mobile phone, is there any extra fee?

Additional fees may apply when dialling from a mobile phone in the UK and Europe. Please contact your network provider for further details. Please remember that local and toll charges may apply if you are calling an access number outside of your immediate area. Additionally, you will be using your airtime minutes when using a calling card from your mobile phone. However, when using a calling card to call a mobile phone overseas, additional fees may apply.

What does 1+3 minute rounding mean?

1+3 minute rounding means that if you make a phone call for less than a minute, you will be charged for a full minute. If your call is longer than a minute you are charged in three-minute increments. Therefore, if you make a call that is two minutes long, you would be charged for four minutes.

Where can I find information on maintenance fees, connection fees & rounding?

The product details pages of every phone card on our website includes information on all fees and charges.

How are service fees applied?

A service fees is applied after the first call is completed on your card. The service fee, which varies from card to card, is deducted for the first time after the first completed call, and then subsequently, evey given amount of time, until your balance has been completely used.

When I try to call I get the message: "you call cannot be completed as dialled". Why?

Please follow the exact instructions we emailed you when you purchased your calling card. You may have misdialled your destination number. Also be aware that some pay phones and cellular phones have restrictions. Check the number and dial again. If the problem persists call our online customer service hotline on +44 207 028 7429 (if calling from outside the UK) and 0845 408 4650 (if calling from the UK).

In what denominations are phone card available?

For your convenience, most phone cards are available in denominations of €5, €10, €20 and €50. Please check the specific card you are looking to buy.

Is there a limit to the number of phone cards that I can purchase?

You will be able to purchase up to €100 worth of phone cards per month. If you wish to increase your monthly spending limit, please call +44 207 028 7429 (if calling from outside the UK) and 0845 408 4650 (if calling from the UK)

What does "local access" mean?

Local access means that instead of using a toll free number to dial into our system to place a call, you dial a local number in your area code. Many of our phone cards have local access numbers. If your phone card offers local access please use a local access number to get the most minutes possible out of your card. If a local access number is not available in your city, you can also use our toll free number.

Where are my access numbers?

Access Numbers can be found in a number of different ways. On the product page of each card, you can find the main access number with a link to additional access numbers and access numbers in additional languages. Additionally, when you order a card, you will receive a confirmation email with the main access number included and a link to additional access numbers.

Can I make local calls with your card?

Yes. All cards can be used to make local, regional, national and international calls to anywhere in the world.

What is the expiration date on my phone card?

The expiration date varies from card to card. Please see each card for details.

Do rates differ depending on the time of the day of the day of the week?

No. Our phone cards have the same great rates 24 hours a day 7 days a week.

How can I use the pin less dialling feature on my card?

When using a phone card that offers the pin less dialling feature, dialling instructions can be found both on the card' s product details page as well as in the email confirmation of your order.

You are instructed to press *5 to assign the number that you are calling to the pin number. For example, if you are using your home phone or cell phone and you press *5 after you enter your pin number it will automatically remember the pin number used on that phone in the future.

If you would like to make sure that you information was entered in correctly, please press *7.

How often are the special offers on your site updated?

Special offers and pricing are updated in real time. However, rates are subject to change without notice. Therefore, it is recommended that you check our websites often for the most up to date rate information.

Technical Support

Is IDTCalls.com's website secure?

For what purpose is my information collected?

We collect your personal information to process your online orders and provide better services. We do not share the information with any other entity without your permission.

What are those random numbers that appear when you login?

These numbers are required to be re-entered by the user when logging in to our site to help us prevent fraudulent automated registrations. This reduces system loads and ensures better performance of our website.

How can I cancel my account and erase all my personal information from the web site?

Please send us an email at support@idtcalls.com and we will make sure that all of your personal information is blocked out of our system.

How do I obtain customer support?

For problems related to your online account please call +44 207 028 7429 (if calling from outside the UK) and 0845 408 4650 (if calling from the UK ).

For any problems related to placing your call, please call the phone number included in your order confirmation email.

Chatterbox

Can I use Chatterbox from any phones other than the ones I registered?

Yes, you can also use your Chatterbox service from other phones not registered to you. Before making your call, enter the 5-digit number and then enter your personal security number which you received on registeration.

Are there any hidden charges?

No, you only pay for the calls you make through your prepaid Chatterbox account when you dial the184171 prefix. Every time you make a call, your Chatterbox account balance will be reduced. There will be no extra charges on your regular landline telephone bill.

Can I use Chatterbox from my mobile phone or a payphone?

No. This is because the system will not be able to recognise these telephone numbers.

I dialled 184171 but was told that I have to activate my caller display, what does this mean?

Your caller display tells our telephone system who you are so that we can process your calls. If this is not switched on we cannot determine whom the caller is. Most telephones have this feature switched on automatically. If it is not switched on, simply dial 142 before the 184171 prefix and your caller display will be switched on for the duration of your call.

I have a cable phone, can I register or use Chatterbox from my phone?

No, we are sorry but it will only work on a BT phone line only.

How do I recharge / top up my account when my balance runs low?

Topping up your account is easy. Log onto www.idtcalls.com/chatterbox and login using your username and password. Select how much you would like to top-up your account by and submit the request. You will receive a confirmation email with a pin number. Then just follow the instructions on the email and top-up your account.

I would like to set up an auto top-up, do you offer this convenience?

No, not at the moment. But this should be coming shortly.

What time of day can I use my Chatterbox account to get the best rates?

Our rates are applicable 24 hours a day, 7 days a week, so you are not restricted to making calls after 6:00pm!

Simplifi

What do I need in my PC, Mac or PDA?

An 802.11b controller (PC Card or integrated) and working driver software.

How do I find a hotspot?

Click here to use the HotSpot Hotel online Directory

Do I need any other software to connect?

Not for basic Internet connectivity C as long as the 802.11 drivers are installed correctly and working. Accessing a corporate VPN may require some input from your IT support team.

What settings do I need to check?

That your PC/Laptop, Mac or PDA is configured to use DHCP (Dynamic Host Configuration Protocol) for the 802.11 card rather than a fixed IP address.

Do I need to update any of my software?

The service works best with Microsoft Internet Explorer 4.0 or later, or Netscape 4 or later.

Am I actually getting this service through iPass?

No, iPass does not provide global internet roaming service directly to customers. We have partnered with iPass to bring this service to you. If you want to sign up for Internet roaming, have specific questions, or require technical support, please contact us.

What is the iPass global network?

The iPass global network provides easy dial-up access to the Internet from thousands of access in over 150 countries around the world. iPass enables this service by using the networks of top-tier network access providers throughout the world, and through a unique third-party Internet clearinghouse and settlement system. With one service, individual and corporate users can access email, the web and corporate data from anywhere in the world with a local telephone call, gaining significant cost savings over solutions requiring internal modem banks and long-distance connection charges.

Where can I find local access points?

Our Global Access Points web page provides more information about where you can use the global Internet roaming service. These locations continue to expand as iPass continues to expand it network of over 200 provider partners. Many of these locations have multiple access points.

How do I use broadband hotspots when roaming?

Wired and wireless broadband hotspots are listed under different tabs in the user interface. Simply select the "Wired Broadband" or "Wireless Broadband" tab and input you location as you would when choosing a dial-up access point. The select the actual venue (hotel, airport, coffee shop) where you are located.

What do I need to use the roaming service?

All you need is the iPass client software, which has a point-and-click interface and a listing of all iPass access numbers, and connectivity hardware, such as a modem for dial-up, an Ethernet adapter for wired broadband roaming, or a Wi-Fi adapter for wireless broadband roaming. Often these capabilities are built into your laptop; otherwise you must purchase an add-on device.

How do I find the correct number when I'm ready to dial in?

We provide client software for you to install on your laptop. You can get this from our Software Download web page. The iPass client software provides a simple point-and-click interface that allows you to select the country and city where you are. You will then get a list of the available local access points. Just click on the access point of your choice and you will be connected in seconds.

Can I purchase the roaming service directly from iPass?

No, iPass does not sell its services directly to individuals. iPass works with partners throughout the world who offer service to individuals and businesses, as well as specialized care and technical support.

How does iPass ensure good service availability and reliability?

In every location where it provides access, iPass works with the leading carriers and service providers to ensure a high-quality and high-performance service. In many locations, access is available from multiple top-tier providers, giving customers redundancy during heavy traffic hours and in the event that a single provider suffers a network failure or temporary service outage. Lastly, iPass constantly tests and monitors performance of its overall network, allowing early detection and remedy of potential service problems.

What client platforms are supported?

There are easy-to-use clients that support Windows (XP, ME, 2000, NT, 98, 95), and Mac OS X (10.2.3, 10.2.2, 10.2.1, 10.2, 9.2*, 9.1*, 9.04*, 8.6*) platforms. iPass also support other platforms like Windows CE and Palm Pilot (Pocket PC 2002; Windows CE/Pocket PC 3.0*, 2.11*, Palm OS 3.0 or higher*) handheld devices.

* Does not support global broadband roaming.

How do I get technical support when I'm traveling?

See our Technical Support page for whom to contact about support questions and for troubleshooting tips that solve the problems experienced by most roaming users. * Does not support global broadband roaming.

Do I need special power plugs or phone jacks when I travel?

The answer to this depends upon where you go, but in many countries you will require different power cords, plugs and phone jacks. If you are interested in more information about connection hardware, or other helpful resources for business travelers, here are a few sites that provide information and advice about connecting when traveling around the world.

     Laptop Travel - products to help you connect with your laptop from around the world
    Teleadapt - products to help you connect with your laptop from around the world
    iGo - mobility products to help you connect with your laptop from around the world
    Roadnews - a resource and mailing list for international travelers with laptops.
    Symantec - file transfer and synchronization products such as pcANYWHERE
    LapLink - file transfer and synchronization products such as LapLink Everywhere

Can I use the roaming service for secure access to my corporate network?

Yes, but only if you use the roaming service in conjunction with a virtual private network (VPN) solution supplied by your company. iPass is interoperable with all industry leading VPN, firewall and token card solutions. Contact your IT Help Desk for more information.

World Saver

How does Worldsaver work?

Worldsaver is an instant dial service that allows you to connect directly on international calls to over 100 destinations worldwide There is no need to open an account, pre-pay or change your existing service provider.

How do I use the service?

Worldsaver is very simple and easy to use, and will only take you a few seconds: Simply dial the Worldsaver access number listen to the voice prompt, and then enter your full destination number. Its that easy. You're connected and can start talking.

Where can I use Worldsaver?

The advantage of Worldsaver is that you can use it from any phone, anywhere in the UK. Whether youre calling from a fixed line at home or the office, mobiles and some payphones (most BT payphones will require the deposit of coins to connect to the 0870 and 0871 numbers). All you have to do is remember the Worldsaver access number..

How are calls paid for?

Calls are charged per minute from the moment you connect to the Worldsaver service All calls will be billed directly by your local service provider (eg, BT) at their national call rate. There will be NO bills from us. You will see the call on your next telephone bill from your service provider. For example, on your phone bill you will be charged 20p for a 5 minute off-peak call to Bangkok using Worldsaver. If your service provider is a cable company, you will need to check their national call rates but you will be charged in exactly the same way. The current BT standard national call rate is 8p per minute peak, and 4p per minute off-peak. Calls cost the same whether dialling Birmingham or Beijing!

What about calling from a mobile?

You can use Worldsaver from mobile phones with huge savings compared to your operators international rates. Some mobile operators will even bundle the 0870 number as part of their free minutes tariff package. Most providers will charge the 0870 access at their standard national rate, however, please check with your mobile service provider before you make the call. Worldsaver can be programmed into your mobile phone to dial directly, or enter as speed dial. Therefore, all you have to do is press one number and then dial your destination number.

How do the different hours work?

Peak hours are Monday to Friday, 8am C 6pm Off-peak hours are Monday to Friday, 6pm C 8am Weekend hours are from midnight Friday right through to midnight Sunday.