| Do you mail me a monthly paper invoice? |
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| Callcentric does not send invoices via postal mail. All invoices can be viewed on our website and provide the same level of detail you would see on any regular telephone or cellular phone bill; including per call details. Invoices are posted on the 1st of every month to our website; and are available to the user for a minimum of 3 months. |
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| When I sign up for a calling plan or calling features, how am I billed? |
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All calling plans and calling features are billed in advance. Depending on which day of the month you sign up for service you will either be billed for the remainder of the current month, or the remainder of the current month and the next month. When you sign up for new service, change services, or add services to your account the following method will apply:
If adding service prior to the 20th day of the month - You will be charged only for the remainder of the current month.
If adding service after the 20th day of the month - You will be charged for the remainder of the current month, and all of the following month.
This issue only applies to new or changed services. After your first cycle you will be charged only 1 month at a time on the 27th of the month for the following month.
All monthly services are billed prorated with the exception of the 911 Cost Recovery Fee. |
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| Why would my credit card be declined? |
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A credit card can be declined for many reasons. Possible reasons why the credit card would fail are incorrect credit card number, incorrect expiration date, incorrect card holder name, incorrect security code, insufficient funds, declined by the credit card company, and address verification.
Please make sure that all credit card details are entered EXACTLY as they appear on the card and monthly statement. |
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| Can I change between rate plans? |
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| Yes, you can change to a different rate plan at any time. If you wish to change to a higher priced rate plan the difference in price between your current rate plan and the new higher priced rate plan will be charged. If you are changing to a lower priced rate plan, the change will only occur at the end of your current billing cycle. |
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| What methods of payment do you accept? |
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You may pay for Callcentric services you have purchased using any of the methods below:
Credit Cards - Any card with American Express, Discover, MasterCard, and Visa logos:
   
Debit cards - Any debit card with a MasterCard or Visa logo:
PayPal:
Direct wire/bank transfers - If you do not have access to any of the above we will accept direct wire transfers however we only accept large transfer amounts and there is a $25.00 processing fee for these types of payments.
We do not accept Western Union, MoneyGram, personal or corporate checks, money orders or any method of payment not listed above. |
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| Will I be charged a service fee for changing my phone number? |
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| Callcentric does not charge a special fee to change your phone number. If you want to change your phone number you should request a new real phone number using the online ordering system, and then after receiving your new number you can cancel your old number at any time. You will be charged the standard setup and monthly fees to purchase a new number. |
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| How do I change my credit card information? |
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| To change your credit card information simply login to My Callcentric, select the Payment Options menu, and then the Your credit card menu. Delete any cards you want to remove or change, and then add new cards. Callcentric does not allow you to modify a saved credit card for security reasons. |
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| Why do I need to add a deposit to my balance? |
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Callcentric collects a deposit which is placed into the balance of your account. We deduct from this balance every time you make a call outside of your rate plan. For example: if you have selected the North America Unlimited rate plan and want to call to Italy this call will be charged at an additional rate. The cost of your call to Italy will be deducted from the balance immediately after you make the call.
Please note that some rate plans do not require you to add money to your balance, but you will be unable to call outside the destinations covered in the rate plan unless you have a positive balance. |
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| What happens to the balance in my account if I cancel all my service with Callcentric? |
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If you choose to cancel all service with Callcentric your balance can be refunded to your credit card. To cancel service please read this FAQ. To request a refund 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. |
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| What taxes does Callcentric charge? |
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Callcentric currently collects the following taxes:
8.375% NY State Sales Tax on all billed calls and services to customers with a New York State address.
NY State Sales tax is collected on all billed calls and services for Callcentric customers with a NY State address, and is remitted to New York State.
The regulations on Voice over Internet Protocol (VoIP) are currently not set in stone. Callcentric hopes that the NY State sales tax will be the only tax required to be collected by the Federal and State governments in the future. |
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| Most of Callcentric's rates are listed as fractions of a cent, but my balance is listed in whole cents. How does this work? |
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Most rates at Callcentric are listed in 100th's of a cent; for example $0.0562. Your balance as displayed when you login is listed in whole cents, for example: $5.24. When you make a call to a destination which rate is listed as fractions of a cent - that is the actual cost. Our billing system actually keeps your balance with 100th's of a cent. So while your balance would show $5.24 it might actually be $5.2431.
In short, Callcentric does actually charge the rates that are listed. Please remember that rates are excluding any applicable taxes. |
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| Does my balance expire? |
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| Callcentric does not expire or remove accounts that have a positive balance. For more information please see Callcentric's Terms and Conditions. |
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| What is the "Default card"? |
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The default card as it is listed under Payment options --> Your credit card is the card we will automatically charge every month for any monthly services you have subscribed to; as well as for autorecharging your balance if you have enabled the autorecharge feature.
Please note that your default card is the ONLY card we will automatically charge for payment of monthly services, or for autorecharge amounts. Since we will only automatically charge the default card, please be sure that it is valid and not expired at all times.
You may change your default card at any time by logging into My Callcentric and selecting the Payment options --> Your credit card menu option. |
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| How are forwarded calls billed? |
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| Calls that are forwarded using the Call Treatments or DID forwarding feature will be billed at rates based on the Pay Per Call rate plan regardless of the rate plan you are on. Example: If you have selected the North America Unlimited calling plan on your account, and you are using Call Treatments or DID forwarding to forward all incoming calls to a number within the United States; all calls that are forwarded will be billed at the United States Domestic rate as listed under the Pay Per Call rate plan. |
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| Why are my services going to be canceled soon? |
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If you log in to your account near the end of the month and see a message like the one below:
"This product not billed and will be discontinued at... "
Please take the time to look over your product and payment settings to make sure that your services will be able to be re-billed for the next month. You may want to check to make sure that:
A - If you do not have a credit card, and are using PayPal or are receiving funds from an Agent, that you have sufficient funds in your account. You can also make sure that your payment options are set to bill from your balance first then your credit card, this is mentioned in our PayPal FAQ
B - If you have a valid credit card that your credit card(s) has/have sufficient funds to re-bill for your services.
Once you are sure that your services should be re-billed you can then ignore those specific messages.
If you services are canceled you can easily re-order them. To re-order your rate plan click here. To re-order your DID/phone number click here.
If you are still unsure you can always contact us for further assistance. |
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| How can I make sure that my services will be billed properly every month? |
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At Callcentric we begin billing on the 26th of the month through to the end of the month. Emails are sent out to end users on the 20th of the month notifying them of the billing cycle and users are responsible for making sure that their accounts are configured properly in order to keep their recurring services.
*If you receive a product cancellation message in your account or through email please view this FAQ.
You can easily make sure that our systems are able to bill your services every month by setting up your account properly the first time. You can use the guidelines below to assist you:
Billing from your balance:
*If you are using PayPal please read our PayPal FAQ.
You can first make sure that your Callcentric balance has enough to bill for your services. To do this you can either add funds through your credit card manually or add funds through PayPal. You can also turn on auto-recharge to automatically add funds to your account balance ONLY through a credit card if your balance reaches a certain level.
*If you do not have a credit card then your services will NOT be billed if your balance is not sufficient to pay for your services. If you do have a valid credit card on your account then depending on the total for your services our systems will either bill only from your credit card or split between your balance and your credit card.
Billing from a credit card:
If you have set your billing preferences in your My Callcentric account to bill from your credit card only please make sure that there are enough funds in your credit card by the 26th of the month. |
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