| I have added funds to my account, but I can't call anywhere. Why is this? |
 |
| The most common reason for this is that your account is registered for the IP Freedom plan which only allows you to make calls to other Callcentric member - even if you have funds in your account. To make calls outside of the Callcentric network to landlines or mobile phones simply signup for the Pay Per Call, North America Unlimited, or World Select plans. |
| RETURN TO TOP |
| How can I cancel my Callcentric service / account? |
|
To cancel services simply click the view details and modify your products here link on the main My Callcentric web page. Then just click the "Cancel this product link" next to each product you wish to cancel.
You may cancel your service at any time, except on 27th of the current month, through the end of the current month.
To request a refund of any money left in your balance, please contact us.
Please be aware that it may be possible to reduce your balance with us by placing more calls outside of your rate plan, purchasing additional products and pay for them with your balance, or selecting that your rate plans and features that have monthly re-occurring fees will be charged from your balance first, and then a credit card. |
| RETURN TO TOP |
| Can I use multiple software and/or hardware phones with the same account at the same time? |
|
While this is possible it will create a number of problems, such as:
1. You will only be able to call from one user agent at a time; unless you have enabled the "Multiple calls at the same time" feature under Preferences.
2. If you have enabled the "Multiple calls at the same time" feature under Preferences and you place 2 calls at the same time; the second call will be billed at Pay Per Call rates regardless of your calling plan. This is described in more detail within the "How are 3-way and 4-way calls billed?" FAQ.
3. You will experience problems reliably receiving inbound calls both to your Callcentric number and any Real Phone Numbers you have. All inbound calls will go to the software/hardware that registered last with Callcentric's servers.
4. You may experience problems accessing voicemail.
In short, Callcentric does not support registering with multiple user agents (soft and/or hard phones) at the same time. |
| RETURN TO TOP |
| Does Callcentric delete inactive accounts? |
|
Callcentric may delete inactive accounts if there has been no activity on the account, or no response to periodic emails sent to the subscriber.
In general Callcentric does not delete accounts that have a positive balance.
For more information please see Callcentric's Terms and Conditions. |
| RETURN TO TOP |
| What is a User Agent (UA)? |
|
A user agent is the software or hardware that you use for calling.
Software user agents (or softphones), such as the Counterpath X-Lite softphone, allow you to place calls using your computer, a microphone and headphones.
Hardware user agents are equipment that connect to your broadband internet connection (such as DSL or Cable) and let you place calls using a traditional telephone.
Please visit our support page for a list of devices (UA) we have tested with our services, as well as the individual setup guides for those UA. |
| RETURN TO TOP |
| Where do I start? |
|
Are you unsure of what to do after signing up for a Callcentric account? If so continue reading to get yourself on track.
You may visit this page to learn more about how Callcentric, and VoIP services in general work.
You may also visit this page to view our current list of features.
Have you chosen a UA (user agent)? If not please visit our support page for the various UA's we have tested and created setup guides for. If you are unsure of which UA to use, or haven't made a decision, you may try using the free software X-Lite.
Once you have setup your UA you may use the instructions here to test calling.
You will then be able to order products to place calls to and receive calls from traditional phones, cell phones, etc. Visit this page for instructions on how to order products. |
| RETURN TO TOP |
|
