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Frequently Asked Questions:
- How do I buy my phonecard online?
- How do I use my phonecard?
- How do I choose the best card for my destination?
- Can I safely enter my credit card number on your website?
- How long will it take to receive my phonecard once I've paid?
- Why has the email with my PIN number not arrived?
- My PIN email has arrived, but I asked for a PIN text message as well and this has not arrived. Why?
- How many minutes do I have on my phonecard?
- Is there an extra fee to use the phonecard from my mobile?
- How are calls rounded?
- Where can I find Information on card fees and rates?
- Is there a charge for using the phonecard from a pay phone?
- When do the phonecards expire?
- I am having trouble connecting when I enter my PIN and dial, what should I do?
- Are there peak and off-peak rates?
- Can I purchase my phonecard over the phone?
- How do I pay for my phonecard?
- How do I contact customer services?
- I've lost my PIN email, how can I find out my PIN number?
- What is your refunds policy?
- What if I have a problem using my phonecard?
- When I purchase a phonecard, do I get it via regular mail?
- When I ring someone abroad will they be charged for the call as well?
- What if I change my email address?
- What about connection fees, will I need to pay these is no one answers?
- How do I buy my Phonecard online?
Simply click Go on the front page of the website to search by your call destination. Type in the Country you are looking to call and pick the card that best suits your needs.
On the Product Search page, select the card you wish to buy by clicking on More. This will take you to the Product Details page for the relevant phonecard.
On the the Product Details page click on Buy Now to add the phonecard to your shopping cart and click Order. 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.
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- How do I use my phonecard?
Please follow these steps:
- Dial your chosen access number of your phone card (found in the Card Information section of your phonecard page) .
- Listen to the instructions.
- Enter the PIN number.
- Dial the destination number.
For International calls, dial 00 + Country Code + City Code + Number.
To place a follow on call, press ##.
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- How do I choose the best phonecard for my destination?
Search by Destination. Type in your country. The recommended cards for your country will be displayed. Click on the More button next to each of the phonecards to see the details of rates and fees.
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- Can I safely enter my credit card number on your website?
Yes. We at callingcardsdirect.co.uk take security and the confidentiality of our customer's personal information 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. Also, we do not store your credit card information. Our state of the art website provides exceptional security with 3-D secure card protection, using the latest anti fraud systems to enable you to have peace of mind when shopping with us.
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- How long will it take to receive my phonecard once I've paid?
As soon as your card payment has authorised and cleared by our Bank, we will email you your phone card PIN number. Normally this happens instantly but occasionally may take longer. Please
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if you feel that there has been an undue delay in your PIN arriving.
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- Why has the email with my PIN number not arrived?
Please check that you have given us the correct email address to receive the email message. You may confirm this by attempting to log into your account by the email address that you used to register with us. If you have supplied a HOTMAIL, YAHOO or GMAIL address, there are occasions when your email may be placed in your Junk (Spam) email folder. If you have not received your email containing your PIN within a few minutes, please check your Junk (Spam) email folder as your first port of call. If you cannot find the PIN email in your Junk (spam) email folder, please log into your account on the callingcardsdirect.co.uk website to the "Account Maintenance" page and you will be able to view your PIN there. If all else fails,
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and we will resend your PIN email.
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My PIN email has arrived, but I asked for a PIN text message as well and this has not arrived. Why?
Please check that you have given us the correct mobile phone number to receive the text message. You can do this by logging into your account and viewing your details. If the phone number is correct and you are sure that you also requested the PIN by text,
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and we will confirm whether there is a problem and arrange for you to receive your PIN by text within 24 hours.
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How many minutes do I get on my phonecard?
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. You can also view that number of minutes that you get from a single call by clicking on the call rates link in the Card Information section of your phonecard page. Please bear in mind that minutes to call destinations may be changed by the phonecard provider at any time. We endeavour to keep this information up to date, however we suggest that you please contact the phonecard provider via the Customer Services number that can be found in the Card Information section of your phonecard page to ascertain the very latest rates and minutes.
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Is there an extra fee to use the phonecard from my mobile?
The phonecards on this site do NOT charge an extra fee for calls to the phonecard access numbers from mobiles. Please check with your phone service provider to confirm any charges to call the phonecard access numbers. Many phone contracts allow users to call 020 access numbers from their FREE inclusive network contract minutes. If this is the case with your contract, you pay just the call per minute rate quoted. Truly the cheapest way to call most destinations! Back to Questions
- How are calls rounded?
Each call you make is rounded depending on the rounding policy of the card. The phonecards currently sold on this website cards have one minute rounding, which means that each call is rounded up to the next whole minute. For example, a 65 second call would be rounded up to 2 minutes. All calls lasting less than 1 minute are rounded up to 1 minute. Please contact the phonecard provider via the 0800 Customer Services number found in the Card Information section of your phonecard page to ascertain the latest rounding policy for each phonecard. Back to Questions
- Where can I find Information on card fees and rates?
Every phone card offered on our website has a Card Information section that includes information on all fees, charges, rates and other terms and conditions for that card. Rates and fees are subject to change without notice by the phonecard provider. Please contact the phonecard provider via the 0800 Customer Services number to ascertain the latest fees policy for each phonecard.
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- Is there a charge for using the phonecard from a pay phone?
Yes, there is an additional per call charge for using a card from a payphone. This charge varies by card. Please see a card's Card Information section for the exact amount of the charge and other information.
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- When do the phonecards expire?
Each card has an expiration policy that can be found on the card's Card Information section.
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- I am having trouble connecting when I enter my PIN and dial, what should I do?
If you are having trouble connecting and completing your call, the phonecard provider will be able to assist you. Please contact the phonecard provider via the 0800 Customer Services number (available 24hours 7 days) to ascertain the reason for the connection problems with your phonecard. They will be able to advise you and if necessary restore your call credit.
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- Are there peak and off peak rates for my phonecard?
No. Our phone cards have the same great rates 24 hours a day, 7 days a week. Bear in mind however that the phonecard access numbers (020 and 0845) are charged at different rates for peak and off peak use.
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- Can I purchase my phonecard over the phone?
No. Currently, we do not accept telephone orders.
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- How do I pay for my phonecard?
We currently accept all major credit cards and UK Debit cards. This site is fully 3D secure enabled to ensure your security and protection from fraud. We do not store any of your credit card details on our systems.
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- How do I contact customer services?
Please contact us via our Contact Us page or please email our Customer Services team at
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with your queries and issues. Our Customer Services team is standing by to assist you promptly.
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- I've lost my PIN email, how can I find out my PIN number?
Please log into your account on the callingcardsdirect.co.uk website via Account Maintenance and you will be able to view your PIN there.
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- What is your refunds policy?
We will make refunds only where no call credit has been used up from a phonecard, the phonecard does not work correctly and the producer / original provider of that product is unable to correct the fault via their Customer Services. Please contact the phonecard provider via the 0800 Customer Services number (to be found in the Card Information section of your phonecard page) for technical issues with phonecards. Please see the Refunds section of our Terms and Conditions for full information on refunds.
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- What if I have a problem using my phonecard?
If you have a problem with a phone card access number, experience quality problems, or are unable to use your phone card, please call your card's Customer Service number (included in the phonecard page's Card Information section). Please be sure to have your PIN number available when calling Customer Service.
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- When I purchase a phonecard, do I get it via regular mail?
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.
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- When I ring someone abroad will they be charged for the call as well?
Normally the person receiving a call will never be charged. However if you are abroad with your mobile (i.e. not in the country the mobile number originates from) your mobile provider will charge you for receiving calls whilst abroad also known as roaming charges. For more information please contact your mobile provider.
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- What if I change my email address?
Your e-mail address if your unique identification used to log into the site. If a user wishes to change their email address, a new account registration process will be required.
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- What about connection fees, will I need to pay these if no one answers?
Most of our phonecards on this site do not charge a connection fee. For those that do charge, if the call isn't answered, then you will not pay the connection fee. However if you dial a wrong number, or the call is answered by an answering machine or voice mail, then you will be charged for the connection fee.
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