Frequently Asked Questions

General

• Vocalpad® Service - Basics
• How do I get assistance if I have a problem?
• Do you have different calling rates depending on the time of day?
• What countries can I call?
• How do I place a call?
• How long do you keep user call history records?

Payment & Billing

• What payment methods do you accept?
• How am I billed?
• How can I check my balance?
• Are there any hidden costs?
• Could I be asked to fax my credit information?
• Why was my credit card declined?
• I registered with Vocalpad® but I haven't received my activation code?


PC to Phone - Web Dialer

Web Trigger

PINless Relay

General

Vocalpad® Service - Basics

Vocalpad® phone-to-phone service offers a rechargeable, prepaid account through which you can place low rate international phone-to-phone calls. You can easily recharge your account online with $20 to $200 denominations.

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How do I get assistance if I have a problem?

You can call our Customer Service using our online support access or you can email us your questions to for support.

For more information see the "Contact Us" page.

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Do you have different calling rates depending on the time of day?

No.

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What countries can I call?

With the Vocalpad® service you can call anywhere in the world.

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How do I place a call?

Here are the dialing instructions for placing a call:

1. Register for the service. Click here to register.
2. Purchase calling time. To purchase calling time click here.
Once these 2 steps completed you may select any for the services listed below, and start enjoying prime quality voice conversations,

Find out how easy it is to use our services:

• PC to phone
- Download our dialer software.
- Enter your username and password.
- Dial the number you wish to reach.
- Please, use the following dialing format in all Vocalpad services:
Country code + phone number (do not use any dialing prefix such as “00” or “011”)

• Web Trigger
- Click on any Web Trigger
- Enter your username and password followed by the source number (the number you wish to receive the call on) followed by the destination number (the number you wish to call). Each number in its indicated section.
- Press on the “Trigger Request” button below the last field
- Please, use the following dialing format in all Vocalpad® services:
Country code + phone number (do not use any dialing prefix such as “00” or “011”)

• Email Trigger
Send a new Email from your usual Email service software with the following details:
To: mailtrigger@vocalpad.com
Subject: Callback

In the message body write:
un <space> username <New Line>
pw <space> password <New Line>
sn <space> source number <New Line>
dn <space> destination number

Where:
The un is your username
The pw is your password
The sn is the source number you wish to receive the call on.
The dn is the destination number you wish to call (the number you wish to call).
Please, use the following dialing format when entering your number in your Email message body:
Country code + phone number (do not use any dialing prefix such as “00” or “011”)

• SMS Trigger

Send a new SMS from your mobile phone to our international Virtual Number with the following details:

un <space> username <space> pw <space> password <space> sn <space> source number <space> dn <space> destination number

Where:
The un is your username
The pw is your password
The sn is the source number you wish to receive the call on.
The dn is the destination number you wish to call (the number you wish to call).

Please, use the following dialing format when entering your number in your SMS message body:
Country code + phone number (do not use any dialing prefix such as “00” or “011”)

Hint: to avoid repeating the same entries, you may save your SMS as a template on your mobile phone, or simply, use the same message over and over from your mobile phone’s sent messages outbox

• Phone to phone
Dial our access number depending on your country location.
At the prompt, enter the PIN number you have received upon registration.
After confirmation from the system operator, dial the number you wish to call followed by the (#) button.
After you complete the call, you may dial the 'pound' button twice (##) to start a new call.
Please, use the following dialing format in all Vocalpad® services:
Country code + phone number (do not use any dialing prefix such as “00” or “011”)

• DID Callback
Dial your assigned DID number that you have been provided upon your purchase.
After confirmation from the system operator, dial the destination number (the number you wish to call) followed by the (#) button.
After you complete the call, you may dial the 'pound' button twice (##) to start a new call.
Please, use the following dialing format in all Vocalpad® services:
Country code + phone number (do not use any dialing prefix such as “00” or “011”)

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How long do you keep user call history records?

We keep history records of your calls for the last 12 months.

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Payment & Billing

What payment methods do you accept?

Only credit cards are acceptable for purchasing calling time. In the future new methods such as checks and telephone orders will be accepted. Users of this site will be notified via e-mail as soon as the new option is available.

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How am I billed?

You pay only for the minutes you talk. Call charge calculated in increments of 60 seconds. You can check our calling rates. There are no monthly, installation, activation or connection fees.

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How can I check my balance?

To check your balance go to the Balance & Call History page.

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Are there any hidden costs?

No. You pay for the time you talk. There are no monthly, installation, or activation fees.

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Could I be asked to fax my credit information?

Yes. Sometimes we need to see is a photocopy of your credit card along with a credit card statement showing your billing address and credit card number. We accept: driver's license, passport and bank/credit card statements.

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Why was my credit card declined?

There are several reasons why your credit card might be declined by our system. The most common reasons are:

1. Incorrect expiration date - check to make sure you have the correct expiration date;
2. Incorrect credit card number - make sure that you are entering the correct 16-digit credit card number along with the CVV2 security code;
3. Incorrect billing address - make sure the billing address you enter matches the address where your monthly credit card statements are mailed each month;
4. Insufficient Funds - make sure the amount you are trying to purchase does not exceed your credit card limit;
5. Credit card reported missing or stolen. Credit card fraud;
6. We prosecute credit card fraud to the full extent of the law.
If you are unsure why your credit card was declined by our system, please contact your issuing bank for further information.

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I registered with Vocalpad but I haven't received my Activation code yet?

Usually it takes up to 5 mins to receive the email confirmation, containing your Login details. In case you didn't receive the email containing the activation code, please check if you have entered your e-mail address correctly, if everything was correct please contact our technical support to activate your account.

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PC to Phone

How can I use the PC to Phone?

After purchasing a PC to Phone account, enter the Vocalpad web page at www.vocalpad.com to download the web dialer software.

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What is the web dialer software?

The Web Dialer is a software that you can download on your PC in order to make calls from your PC to any phone line. It appears on the computer screen as a normal phone with all its features.

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How do I download the Web Dialer?

Simply download the dialer from the Vocalpad website, located both on the home page under quick links, and under “Goodies” on our menu bar.

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Do I download the Web Dialer for free?

Yes you download the Web Dialer for free

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How do I use the Web dialer?

After downloading the dialer, start using it by first opening the dialer, and then entering your username and password. Start making phone calls by entering the number you are dialing (without using 00 or any other prefix before the country code) and placing the call.

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How can I call from the PC to a Phone?

In order to make PC to Phone conversation you require a headset with functioning earphones and microphone.

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What numbers can I call?

You can call any number whether a mobile line or fixed line globally.

What are the payment methods?

You may choose to pay by Visa, MasterCard. Instructions are available on our website.

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Web Trigger

How can I use the Web Trigger?

You can start using the web trigger by visiting the Vocalpad home page and clicking on “start trigger” under our quick links.

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How can I call using the Web Trigger?

Call from any phone line to any other phone line by simply entering your username and password along with your destination number (number you wish to call) and your source number (number you want to call from). Click initiate trigger and your phone will be connected to the number you wish to call.

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Do I get charged for requesting the Web Trigger?

No. You will be charged for only the amounts of minutes you talk that are set according to Vocalpad’s rates.

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Where can I call from using the Web Trigger?

You can call any phone number, and from any phone number.

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What are the payment methods?

You may choose to pay by Visa, MasterCard. Instructions are available on our website.

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PINless Relay

What is the relay service?

The relay is a new generation service consisting of:

a. 1 step free registration
b. PINless calling
c. Toll free mode
d. Can be used in all countries

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Why do we register to use the relay?

This is for the convenience of our customers. Registration will allow customers to make international calls without entering the PIN number every time. This translates into consistent savings as it eliminates the time to complete the usual step of entering the PIN when using other similar services.

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What is PINless Calling?

Once registered, every subsequent call is immediately placed, eliminating the extra step of entering the PIN for every call you make as well as avoiding the usual credit deduction on time spent entering the PIN for every call you make.

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What is toll free mode?

Toll free mode means that you do not have a local charge from your local operator.

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How do I use the service?

1. You need to purchase a prepaid account (prepaid card) either from your local distributor or online through our website.
2. Call +441865988320 at no charge. You will be automatically disconnected.
3. Within 20 seconds You'll be called back and asked to enter your destination number.

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How can we use the relay service?

All instructions to the relay are printed clearly on the card. Instructions are also provided on our website, under products and services.

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How am I charged for using relay?

The relay is a toll free mode service. We are providing you with the local call as well as the international call. You can know the charge by simply adding your Vocalpad® local country rate with the Vocalpad® international destination charge. Or visit our rates sections for more information link to relay rates

For example:

To call from UK to the USA you simply add:
UK Vocalpad rate: $0.017 per minute
+ USA Vocalpad rate: $0.017 per minute
= Your call charge: $0.034 per minute

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Is the PINless relay service provided through calling cards?

Yes, the relay service is provided through calling cards, and can be purchased either from your local distributor or online through our website.

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Can I use the relay from different numbers such as my home number or office?

Yes, the relay can be used from different locations; you simply need to do the 1 step registration once from each new location number.

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Can I use the relay from a phone booth?

No, it is not recommended as some phone booth forbid call reception.

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Can I use the relay from foreign countries?

Yes, you may use the relay while on travel abroad. You simply need to do the 1 step registration once from each new location number.

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