FreeCallPlanet Frequently Asked Questions |
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| New Account Questions |
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When does my month run from?
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Your month starts the day you create an account with us and will be good until that day next month. If for instance you purchase our 1000 minute plan on April 15th, then your month will run from April 15th through May 14th. On May 15th, your account will renew and you will get a fresh set of minutes. |
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Am I entering into a contract?
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No you are not. While our plans automatically renew each month, you can cancel at any time. A contract would require that you buy more than one month's worth of minutes, and we do not do that.
If you only need FreeCallPlanet for one month, just submit our Contact Form towards the end of the month and we will cancel your account. |
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Why do your plans automatically renew?
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Most of our customers call the Philippines a lot, and they call every month. Our automatic renewal is a convenience for them so they don't have to worry about buying more minutes. |
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| Account and Billing Questions |
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Can I change my plan? (Upgrade/Downgrade)
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Yes. You can upgrade or downgrade your monthly plan automatically by logging into the Account Management Area and selecting the Upgrade Downgrade Account Option.
Downgrading can only occur at the end of your monthly billing cycle. We do not issue refunds for already purchased minutes. You can downgrade your account at any point in the month, but the downgrade will not take place until the start of your next billing period.
Upgrading can occur either immediately or at the end of your billing cycle.
For example, if you upgrade from 1000 minutes to 1500 minutes and want to do it immediately, then we will charge you the difference between the cost of the 1000 minute plan and the 1500 minute plan, and add the additional 500 minutes into your account for immediate use.
If you want to upgrade at the end of the month, then there is no charge until your account's billing cycle ends. At that point you will be charged for your next month at the 1500 minute plan rate.
We do not offer rollover minutes to the next month. For customers who are worried about unused minutes, we suggest that they downgrade to a lower plan and then use our Top Up tool to purchase additional minutes should they need them.
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How do I cancel my account?
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You can cancel by submitting our Contact Form. Please include your account number.
If you know that you want to cancel your account before it renews again, please email us several days before the renewal date so we can process your request on time. You will still be able to make calls for the remainder of your month. If you would like to suspend your account immediately, login into your account and click on Account Information, then click on Suspend Your Account.
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What is the government recovery fee?
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If you reside in the United States, then a government recovery fee will be charged as a separate line item on all charges to your account.
The government recovery fee is a combination of state taxes, federal taxes, and other government surcharges and fees.
The bulk of the fee charged to you covers the FCC's Universal Service Fund. The USF was recently expanded to include VOIP services. The USF is a percentage of the sales amount charged for VOIP services. The percentage is determined from the FCC and is subject to change each quarter. The current USF tax rate can be found here.
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Why was I charged twice in a month?
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FreeCallPlanet services have a recurring monthly charge - which means we charge you every month for your monthly service fee for that upcoming month. We also charge for any additional billable calls you have made from the prior month |
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| Questions About Calling |
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How do I make a call?
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After you have purchased a plan, call one of our access numbers located in 12 countries. When prompted, dial the number you want to reach in the Philippines. When calling the Philippines, be sure to include 011 63 (the international code and Philippine's country code) before the number. Our access numbers are regular phone numbers, and you are responsible for the cost of calling them
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Do my minutes rollover?
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No. Monthly minutes and Top Up minutes do not rollover from one month to the next. If you are concerned about unused minutes, you should adjust your monthly plan to an amount of minutes that you are comfortable with, then use our Top Up tool to purchase additional minutes.
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Is there a cost to call your access numbers?
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We do not charge you to call our access numbers. However, our access numbers are all regular telephone numbers, and you are responsible for any costs that your phone company might charge to call them.
If you are uncertain about the costs of calling any of our access numbers, please check with your phone provider.
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What happens if I go over my monthly minutes?
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If you are using a calling card, then login to your account and Recharge your calling card for more credit. If you are on a monthly plan, then your options are below:
Our Top Up tool let's you purchase additional minutes for your account at the same low per minute rate as your monthly plan. Blocks come in 100 minute increments from 100 to 1000 minutes. You can purchase Top Up minutes from the account management area once you have logged in.
If you do not want to buy Top Up minutes, you can continue to make calls after you go over your monthly minutes, but those calls will be charged at a rate of 13.9 cents per minute. You will see a separate charge on your statement for additional minute calls.
If you are going to need a lot more minutes than the plan you signed up for, we recommend that you upgrade your account. See above for details on how to upgrade.
Each account gets a credit limit of $25 to make additional calls with.
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How do I redial the last number called?
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If you want to redial the last number you called, wait until the call has ended. When the prompt asks if you want to make another call, select 1 then dial 00.
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What should I do if I see that the time of my call is being reported as too long?
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If you discover that one of your calls is showing up as being 2 or 3 hours long, and that was not the case, submit our contact form and tell us about the problem.
Make sure that you include the call time, destination, and actual length. This happens rarely, but there is a bug in our system that sometimes triggers this problem. |
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How do I setup my pinless dial numbers?
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First let's talk about how the number should be formatted when you add it to our pinless dial table. Do not use (), +, -, or letters. Just put the digits of your phone number.
USA and Canada Numbers - These numbers should be formatted with the area code first and then the rest of the number, i.e. 2135551234. Do not put the 1 before the area code.
All Other Numbers - These numbers should start with the country code, followed by the rest of the phone number, i.e. 44233188199. Do not put a + in front of the number, or a 0 after the country code.
Now that you know how to format your number, to add someone to your Pinless Dial, follow these steps:
- Login to your account.
- On the Account Home Page (https://www.FreeCallPlanet.com/eu/mainmenu.asp), click on the Add New Pinless Dial link.
- Now you need to add the phone number you want to be able to make calls with. Make sure the number is formatted correctly for your country.
- With the phone number added, the caller can now dial our access number, and make an international call without entering their PIN.
Important: By adding someone else's phone number to your account, you are sharing your minutes with them. When they make a call, it will deduct from your monthly minutes. If you are over your monthly minutes, the call will be charged 13.9 cents per minute which is our normal overage fee.
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