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GlobalPhone Support

Frequently Asked Questions

If you have a question that's not covered here, please go to the Contact Us page and send us a message. Our Customer Service department will be glad to assist you!

Index:

Phone Card Services
Account Activation
Billing
Rates and Charges
GlobalCallback Service


Phone Card Services

Q: What are the benefits of my phone card?

A
: There are many benefits:

  • Toll-free access from any phone in over 80 countries around the world.
  • Low rates on all long distance US and international calls. Visit the Rate Calculator to see our rates.
  • Flat rates 24 hours a day, so you know what you are paying.
  • No connection charges. (Sprint, ATT and MCI charge anywhere from $.25 per call to $6.00 for international 800 numbers.)
  • No monthly service fees. You won’t pay a cent unless you use your card.
  • Conference calls with up to 16 people on the phone.
  • Convenient credit card billing and detailed statements delivered each month.
  • Optional services such as voice mail, call forwarding, speed dialing and international callback.


Q: How do I use the phone card?

A
: Just dial the toll-free number on the back of your card, or use one of our international toll free numbers if you are outside the US. You will be asked to enter your ten digit account code on the back of your card. Then dial the party you wish to speak with. That’s it! Instructions and important phone and access numbers are on the back of your card.


Q: What if there is not a toll free access number where I live?

A
: You should use GlobalPhone’s GlobalCallback service which operates in every country.


Q: Do I have to change my long distance provider at home?

A
: If you sign up for GlobalHome long distance, GlobalPhone will become your long distance provider. GlobalPhone will switch your service for you. There is no need to contact your local phone company. If you just sign up for a GlobalPostpaid or a GlobalPrepaid phone card, GlobalMobile, or GlobalCallback service, then we don't switch your long distance provider. These are dial around services that have no relation to your home phone long distance provider.


Q: What if my long distance provider has a lower rate?

A
: Our service is available from ANY phone in 80 countries, not just your home phone. Our rates apply when calling from your office, cell phone, pay phones, and hotels. Use your long distance provider from home if it is less expensive, but keep in mind that your long distance provider charges you monthly fees which raise the per minute price substantially. If you use the calling card that your long distance provider gave you, BEWARE, it has high rates and connection charges!


Q: What is an Account Code?

A
: Your account code is a ten digit number that you enter after you dial the toll free number. It is on your phone card. Keep this number in a secure place to prevent misuse.


Q: What is a PIN number?

A
: The PIN (Personal Identification Number) is a 4-digit number that only you know. It is not written on your card. The PIN number may be used to access various menu options or to verify your identity when speaking with customer service. At your option, it may also be enforced when you use your card, for added security.


Q: Can I refer friends to GlobalPhone?

A
: Yes, refer as many friends as possible. GlobalPhone will reduce your monthly phone bill by 5% of your friend’s monthly usage for as long as they use our services. If you refer enough friends you can eliminate your bill entirely.


Q: Can I sell GlobalPhone services?

A
: Yes, GlobalPhone has several Agent Programs. Please click here for more information.


Account Activation

Q: How long does it take to activate my service?

A
: You may activate your account on this website and use it immediately. When you sign up, our web site will display a virtual phone card with instructions. After you sign up, a physical phone card and welcome kit will be mailed within 48 hours.


Q: Do you charge my card when I sign up?

A
: No. However, we do run a credit authorization check on the card to see if it is valid. We authorize the card for between $50 and $200. This will block the funds in your account for up to three days and then is released. It is not a charge. You are only charged at the end of the month for actual calls you make.


Q: Can I get cards for all my family members or employees?

A
: We can create duplicate cards. Alternatively, we can issue cards with different account numbers so the calls will be accounted for separately. We can issue separate invoices or consolidate all accounts on one statement. Please Contact Us to request additional cards. Be sure to specify your account code, the names of the new account holders and details on how they should be billed.


Q: Do I need to recharge my card when it runs out?

A
: No, if you have a postpaid account, your card has a credit limit that is refreshed automatically each month. Each card has a credit limit to prevent excessive unauthorized use in case your card is stolen. If you get a message saying “you are out of credit,” simply contact us and we will raise the credit for you as long as your account is current.


Billing

Q: How will I be billed?

A
: Your credit card will be charged at the end of each month for calls you made. You will receive a comprehensive, easy-to-read statement from GlobalPhone via email or mail. You will be charged only for calls you make with your calling card. There are no monthly fees, hidden service fees, surcharges or connection fees. GlobalPass users will be charged in the middle of the month for internet usage and connection from the previous month. A separate, comprehensive, easy-to-read statement will be sent via email or mail.


Q: Can I view my bill online?

A
: Yes. All you have to do is go to www.gphone.com. You’ll see a link on the menu called My Account. To view your usage, click the link and enter your account code and name. You’ll see all calls made and telephone charges accrued up to that point in time.


Q: What if I don’t have a credit card?

A
: Individuals must pay by credit card to obtain a post paid account. You may pay with check, cash or money order but your card will not automatically renew. Once the funds expire the card will stop working. Corporations and government agencies may pay by invoice. Please read about our Payment Options.


Q: How do I wire you money?

A
: You may wire funds to GlobalPhone's account in the US. You may also use Western Union or PayPal. Please read about our Payment Options.


Q: What is six Second Billing?

A
: GlobalPhone uses a 6-second billing method. Most carriers round up to whole minutes. That means you receive a more accurate bill and more savings. Rounding up to whole minutes adds at least 10% more to your phone bill.


Q: Can I set a limit on my credit card charges?

A
: Yes, all accounts are established with monthly usage limits – usually between $50 and $200. This is to protect against excessive unauthorized usage. To prevent service interruption for heavy users, GlobalPhone may raise your limit after several months. If you wish to maintain a strict budget, we can fix a limit that your usage will never exceed. Simply contact us and ask us and specify the amount of your limit.


Q: Is it secure to give you my credit card and customer data over the internet?

A
: Yes. Your account information is securely encrypted when it is sent to us over the internet. All data is maintained only on company owned premises and is never released or sold to third parties. For more information, read about our Security Policy.


Rates and Charges

Q: What is the rate for calling country to country?

A
: All of our rates are maintained our Rate Calculator. Simply select the country you are calling from and the country you are calling to and the per minute price will be displayed.


Q: Do your rates change after I sign up?

A
: We adjust our rates automatically downward as wholesale prices drop, so there is no need to call to get on a better rate plan. On occasion, rates will rise to specific countries because our underlying carriers have raised rates, or because we changed to a more expensive carrier to improve call completions.


Q: What about taxes and pay phone charges?

A
: GlobalPhone adds an additional 4% to your bill for Federal and State taxes. Some foreign callers and government organizations may claim tax exemption. Calls made from pay phones will have an additional FCC mandated 55 cent charge added.


Q: How is cellular service charged?

A
: Calls originating on cell phones are billed the same rates as land line phones. You may still be charged for airtime by your cell phone company even though you call a toll free access number. For calls terminating on cell phones in the US, there is no additional charge. However, in many countries, the per minute rate is higher to call cell phones than land lines. Cell phone charges are listed in the Rate Calculator.


GlobalCallback Service

Q: What is the difference between calling card and GlobalCallback service?

A
: Callback is used by overseas customers when there are no toll free access numbers or where callback rates are cheaper than the toll free access. When you activate your calling card, you may add a callback option and no additional charge.


Q: How does GlobalCallback work?

A
: You specify a callback phone number overseas when you sign up that we will call back to. We will issue you a “trigger” phone number in the US. To initiate a callback, you dial the trigger number and let it ring one time and hang up (no charges are incurred to the local phone company). Our system will immediately call you back at the callback phone number and prompt you to dial your destination number.


Q: Is GlobalCallback legal in my country?

A
: Callback is a service approved and supported by the Federal Communications Commission and the US Department of State as a means to bring down the high cost of international communications. Some monopoly phone companies may claim that callback is illegal and threaten customers with termination of service. However, in most cases, this claim is not supported by law or their government. To date, only the Philippines and Saudi Arabia have passed laws against callback and petitioned the FCC to prevent US companies from offering callback.


Q: How do GlobalCallback rates compare to calling card rates?

A
: Callback rates are about 5% higher than calling card rates for calls to the same countries. However, in many countries overseas the toll free access portion of the call is more expensive than a callback, since the local phone company furnishes us the toll free number. With callback, all calls originate in the US. Use the Rate Calculator to compare rates.


Q: Can GlobalCallback be used on a cellular phone?

A
: Yes, callback works on any line that can receive an incoming call. Prices for calls to cellular phones can differ from landline phones. Cell prices are shown in the rate calculator.


Q: Can GlobalCallback be used on a fax machine?

A
: Yes. Simply pick up the handset and call the trigger number and hang up. When it calls back, pick up the handset, dial the destination number and then press the send button once you hear the fax tone.


Q: How can I change my callback number?

A
: There are several ways. You may contact our customer service department. If you have a trigger number whose area code is 703 or 202, you can change it by dialing the trigger number and letting it ring until it answers, whereupon you will be prompted to change your callback number.


Q: Can I use callback if I don’t have international dialing access to dial my “Trigger Number”?

A
: Yes, you may “trigger” your call over the internet. Just go to /webcall, input the last 7 digits of your trigger number. You can also use email to trigger a call by sending email to XXXXXXXXXX@gphone.info where XXXXXXXXX is your trigger number, including area code. Lastly, you can use SMS (simple messaging service) from your cell phone to trigger calls. Simply send the message XXXXXXXXXX@gphone.info to this phone number : “447747782320” (in United Kingdom).


Q: Can I use my callback service with my PC modem to access the internet?

A
: Yes, but it is not simple using GlobalCallback. You may buy an autodialer to mask the callback process from your dialing program. (See our Callback Guide for information on autodialers.) It is easier to access your internet account using our toll free access numbers.


Q: Can I have an additional callback number?

A
: Yes, simply contact us and request an additional number. You must tell us the callback number you want us to set up.