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 The following pages have been put together to provide a comprehensive set of information about the Internet Telephone as well as to help you iron out any problems you may encounter. Simply read through this page until you find a description of your problem when you can click on a link to a full description and solution. ATTENTION ! The most common problem is that you have to input correctly your pin code followed by the #
Each FAQ contains a link to the "common problems section" that contains answers to all common problems. Each page also has a link to a form that enables to contact the Customer Support Team with details of your problem. Using this form will generate an automated email response with your 'ticket' number and a Customer Support team member will reply normally within 24 hours.You may also chat live with one of our customer support technician by clicking the icon 'LIVE HELP'
Many thanks - the Customer Support Team.
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| FREQUENTLY ASKED QUESTIONS |
General:
Payment & Billing:
Submit a question to our Support team:
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| GENERAL QUESTIONS |
E-TOPHONE Service - Basics
E-TOPHONE pc-to-phone service offers a rechargeable, prepaid account through which you can place extremely low rate international pc-to-phone calls allowing you to achieve great savings. E-TOPHONE employs the most advanced Internet telephony technology and industry leading carriers' networks and reliable billing system to route and carry PC to Phone call traffic to destinations with excellent quality of service and accurate billing. Upon opening an account with E-TOPHONE you will receive an email containing your Personal account info. The PIN number will be found in your personal account page and is used to identify yourself for placing international calls.Don't forget to input your Pin number in the account form reachable from your dialer. You can easily recharge your account online with $30 to $300 denominations.
What is a PIN number?
Each E-TOPHONE account has a Personal Identification Number (PIN) that allows you to make phone calls from your pc to wherever you want in the world. Each PIN number is unique and is used to confirm that you are placing a call or using a given service.You will find your personal Pin number in your account page from the website. Make sure to input properly your pin number followed by # in the 'OPTIONS' dialog window of your softphone (Click the button between red and green phones)
How do I get assistance if I have a problem?
You can email us your questions to the following email address: support@e-tophone.com. For more information see the "Contact Us" page. A Technical support specialist will get in contact with you within 24 hours to fix your problem.Or you may use our 'LIVE HELP' chat for immediate assistance
Do you have different calling rates depending on the time of day?
No.
What countries can I call?
With the E-TOPHONE pc-to-phone service you can call anywhere in the world. From your regular internet connected PC you are able to call From and To wherever and whatever regular telephone (fix And mobile) you want in the World.
How do I place a call?
Here are the dialing instructions for placing a call (Visit also the 'HOW TO BUY' and 'HOW TO USE' pages):
1. Register and Authenticate for the service. Click here to register;
2. Purchase calling time. To purchase calling time click here;
3. Download your free Softphone (the virtual dialer);
4. Enter the PIN followed by # you have received after registration and your personal phone number in the 'OPTIONS' dialog box of the dialer;
5. After confirmation from the system 'REGISTERED WITH GATEKEEPER' dial the number you wish to call.
Please, use the following dialing format:
For US, Canada & the Caribbean: 1 + area code + phone number.
For international: International area code + regional area code number + phone number. Ex: For France = 33140404040
DO NOT DIAL ANY INTERNATIONAL ACCESS SUCH AS 00 or 011 !
You must register on line in order to have access to our services. After the registration, you may purchase calling time, check your account balance, view your call records, and make long distance phone calls using your personal PIN number. Upon registration, you will receive a confirmation email from us giving your personal account info. You should keep this email for further reference. All personal information you provide to www.e-tophone.com is protected in accordance with our privacy policy.
After registration, at the first time you want to make an E-TOPHONE call you will get a download of a E-TOPHONE program into your PC. This is a small program which will be resident in your PC.The icon E-PHONE will be automatically displayed on your desktop and on your taskbar.If you don't find it go to C: and on Program Files. Note that your PC must be equipped with speakers and Mic or be equipped with a headset with
speakers and mic.If you don't have one, please visit our PRODUCTS section.Your PC must also meet the minimum requirements asked in the Download page.
How long do you keep user call history records?
We keep history records of your calls for the last 12 months.
How do I enable cookies?
Go to tools on your Internet Explorer menu. Select Internet options and goto the privacy tab and 'Advanced' option. Choose custom level and scroll down to Cookies. Select enable Cookies then click ok.
I Cannot hear anything,what should i do?
First check that your headset is properly connected.Modify your codec from the 'OPTIONS' menu of your dialer and click OK.If this doesn't fix your issue,contact our customer support team in order to assist you.
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| PAYMENT & BILLING |
What payment methods do you accept?
Visit our payment solutions section 'HOW TO BUY' to see what payments are accepted for purchasing calling time and how to purchase calling time.
Security
For your protection, www.e-tophone.com uses secure SSL connections for transferring sensitive personal data such as credit cards information during the registration process and contracts with Authorize.net, an eCommerce Payment Gateway service, to handle the entire on-line payment by credit / debit card process. Secure Authorize.net uses SSL with 128-bit encryption for security to handle all the transactions during the on–line payment
by credit / debit card process over the Internet.E-TOPHONE uses also the certification authority services of THAWTE to ensure our integrity.
How am I billed?
You pay only for the minutes you talk. Call charge calculated in increments of 1 minute.
You can check our calling rates. There are no monthly, installation, activation or connection
fees except if you have chosen the lower rate plans B or C.
How can I check my balance?
To check your balance login and go to the "your account" page.
Are there any hidden costs?
No. You pay for the time you talk. There are no monthly, installation, or activation fees. You will be able to check the total transparency of your billings by simply following your day to day calls,duration,cost,destination.
Could I be asked to fax my credit information?
Yes. Sometimes we need to see 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.
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 or Bank 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. Originated IP adress doesn't match your credit card origin.
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 or contact our technical support team.
I registered with E-TOPHONE but I haven't received my PIN number yet?
Usually it takes up to 48 hours to receive the confirmation, your PIN number will then be available at your account personal page : Login and go to "your account" and your Pin number will be displayed. In some cases your credit card issuer might require us to contact them first so they can authorize the charge to your credit card. This procedure protects you from fraudulent charges on your account, and it may take up to 48 hours after you have registered with E-TOPHONE . You can also retrieve your PIN online.
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