If your account has been marked as cancelled then you can reactivate this by simply topping up the account. This will then allow you to add new users, numbers and system features.
If there is no number on the account then you will need to immediately add a new number under the NUMBERS section, or the account will not be live.
If you have any problems reactivating an old account then simply use our CHAT facility on our website.
We hate to see you go, but if you wish to close your account then simply follow these steps.
1 – Log in to the portal
2 – Click on NUMBERS
3 – Click on your virtual number
4 – Click on CANCEL NUMBER
When an account has no numbers on it our systems will automatically set the status of the account to cancelled. This will set your account to cancelled, but allow you to log back in at a future date in order to retrieve invoices etc, or reactivate the account for future use.
If you wish to shred your account completely, or if you are having problems cancelling your account then please raise a support ticket and use the cancel account option.
If you have attempted to register for a free account with us and have had a registration error then this may be because of one of the following reasons-
1 – Sometimes our systems receive such high volumes of registrations that they become overloaded, so it is worth trying again in a couple of minutes to see if the same issue occurs.
2 – Temporary/ghost email address – if you are registering using a temporary/ghost email address service then these are banned and we automatically reject these submissions.
3 – You already have an account – you can only register an email address against one account, so if you try and use the same email address more than once then this will be rejected – if you wish to close the original account in order to re-use the email address on a new account then simply click on SUPPORT and request that the account is shredded first.
If you are still having issues with account registration then please contact us using the CHAT facility on our website or click on SUPPORT and select to create a new account, and we will process this manually for you.
If you have accidentally deleted a number from your account, or if your number was removed from your account due to non use. There are 2 things that you need to be aware of-
1 – Your first standard telephone number is free, additional numbers are chargeable
2 – our systems will look for accounts with no numbers and suspend the account as part of the clean up routine that allows people to easily cancel an account by deleting the number.
If you were paying for your number either as an additional number or as a chargeable memorable number then your number may still be held in reserve on your account. If so, you will see it listed under your services section on the portal. If it does show then simply making a top up to your account will automatically renew the number.
If your number has been completely removed from your account, then you can try to add the number back to your account yourself via the customer portal. Just click on “my numbers” then click on “add new number”. You can then use the number selector to find the number and add it back to your account.
If you can not see the number then you can get in touch with us and we can check if the number is still available and add it back to your account. There may be an admin charge to reinstate the number for you.
If you are forwarding calls to a mobile number then you may experience ring delays. These are normally an issue related to the time that the mobile network takes to locate the handset across the mobile network via its local transmitter, and are part of the nature of mobile phone networks.
You will find that the time that it takes to connect to a mobile phone varies, depending on things like weather conditions, we infill this time with a “ring ring” tone, to avoid the gap that the caller would otherwise hear.
Whenever you answer calls via VoIP on your mobile device, you will notice that the connection/ ring time is much shorter.
If you are having problems calling out then please check the following-
1 – Firstly check the credit balance on your account by logging in, your balance is displayed at the top of the screen.
2 – Secondly use the rate checker on our PRICING page to check the rate of the call by typing in the telephone number including the country code.
3 – If the number you wish to call costs more than 50p per minute, or the balance that you have left, then the call will fail.
If you need any further help with calling out then please contact us using our chat facility, where we will be happy to help you.