From: Customer Care (cc@go2call.com)
Date: Thu Jan 16 2003 - 15:30:31 GMT-3
Dear Valued Customer:
In an effort to quickly provide you with the answers to Go2Call's most commonly asked
questions, we are responding to your query with this automated message. This is the only response you will receive. If you are unable to resolve your issue with the information listed below, or on the Help Pages at http://www.go2call.com/support/default.jsp please respond to this message by REPLY email (click on REPLY button) and one of our Customer Service Representatives will be happy to assist you.
In most instances the answer to your question can be found on theses pages. Please check our Help section at http://www.go2call.com/support/default.jsp for additional information.
-Promotional Rates
For questions regarding recent promotions, please view our Most Recently Asked Questions page at http://www.go2call.com/support/faq.jsp
About Your Account
7 Life of Account
Funds deposited into your account are viable for a period of 90 days from the date of the last deposit. Funds added before expiry will extend account another 90 days. Any funds remaining at the end of the 90-day period will be forfeited.
7 Others can use your account
Anyone who knows your Go2Call Login ID and Password can access your account. Be aware of all those with whom you share this information.
7 Go2Call respects your privacy. Any information you give us is held with the utmost care and security, and will not be used in ways to which you have not consented. Please read our Privacy Statement located on our Homepage at www.go2call.com
7 Account Balance
Go2Call customers can view their own calling history from your Welcome page at our website, www.go2call.com. You can see an account of all your calls by one day, or by a range of days.
Accessing Your Account
7 For help getting started
To use our services you first need to sign up at our website, http://www.go2call.com/.
Your confirmation and password will be sent automatically to the email address you provided.
Please be sure to enter all required billing information completely. If your payment information is incomplete or invalid, you will need to complete the process before you can begin making calls. You can choose your preferred method of payment from several options.
Login at our website, www.go2call.com with your Go2Call Login ID and password. Ensure that both Login ID and password are entered into their proper fields, and that letters are lowercase.
7 Your Login ID and Password don't work
In order to login to your account, Go2Call must have payment information that is complete and valid. If you received your password from Go2Call but cannot login, Go2Call was unable to process your payment transaction. Be assured, credit card information you supply is protected by our security system.
We urge you to consider choosing an alternate payment method.
Global Collect. Visit our website, www.go2call.com, and login with member ID and password. Select "Add Funds" and choose Global Collect as your method of payment.
Additionally, customers can transmit funds by wire transfer or bank check. Please contact us at billing@go2call.com for instructions for this payment method.
Billing and Payment Issues:
7 Our Rates
The rates listed on our website are current and accurate.
When Go2Call rates change, we announce it to our customers well in advance of the effective date. New rates are listed on our website, www.go2call.com, on the effective date of the change. Search engines and other links of former portal partnerships and affiliates of Go2Call don't have the latest information. Therefore, it is always best to check our rates directly from our website www.go2call.
All rates are per minute and apply to both mobile and non-mobile phone calls unless otherwise noted. Our rates are determined by the destination of the call. Rates are valid 24 hours a day, from anywhere in the world.
For a complete list of where you can call, and our rates, please go to
http://www.go2call.com and click on the "view all rates" link in the bottom center of your screen.
7 Payment Methods
Go2Call accepts Visa and MasterCard credit and debit cards.
Global Collect, and wire transfer or bank check
customers can transmit funds by wire transfer or bank check. Please contact us at billing@go2call.com for instructions for this payment method.
7 Unable to Add Funds
If you tried to add funds to your account and received an error message it means we were unable to attain authorization from the bank when processing your transaction.
We urge you to consider choosing an alternate payment method
Global Collect. pay in your local currency. Add funds to your Go2Call account using Online/Telebanking, Bank Transfer, and Cheque.
Additionally, customers can transmit funds by wire transfer or bank check. Please contact us at billing@go2call.com for instructions for this payment method.
7 Added Funds Not Showing on dial pad
When payment is received the amount is added to the customer's account. If the new funds are not reflected on the customer's account dialer, then the funds were not received because: 1) the transaction was not authorized and therefore voided, or 2) the billing information and process was incomplete.
7 Credit Card is not Accepted
Go2Call did not get bank authorization to process your credit card payment. Ensure your credit information is accurate, complete and valid. Consider using an alternative payment method.
Technical Issues
7 The Dialer Doesn't Appear
A completed Go2Call account registration includes a paid invoice. Without evidence of payment, customers will not be able to use our service.
7 Can't Log In
Ensure your account has an active balance.
If you purchased your account through a reseller, please contact the agent for the correct URL.
Your Go2Call ID and password are case sensitive. Ensure you have entered your Go2Call ID and password in their proper fields and in all lowercase characters. Make sure you have not entered extra characters; spaces are considered characters.
Please make sure that the "Cookies" on your Internet browser are enabled.
Internet Explorer browser users: Look under "Tools" and click on "Internet Options". Under the Security Tab, please make sure that your security is set to Medium.
Netscape browser users: Look under "Edit" and click on "Preferences". Click on the Advanced Tab and make sure that you select the statement "Accept all Cookies" or "Accept all Cookies that reside at originating server"
7 Dialer Doesn't Work
Please follow the instructions at http://www.go2call.com/support/faq.jsp under the "Dialer Issues" topic.
7 Can't Connect
Please follow the instructions at http://www.go2call.com/support/faq.jsp under the "Connection Issues" topic.
7 Sound issues
To ensure high sound quality for both calling parties, kindly follow the procedure listed below.
1. Double click on the sound icon in the task bar. You will find this on the opposite end of the "Start" bar.
2. Now click on Options > Properties
3. This will bring up a dialog box of the audio properties.
4. Select the button for "Recording", and check all of the items in the "Show the following volume controls" box and click "OK"
5. Now, the original application should show Master Record.
6. You will see one of two situations:
A) You see a set of volume controls and each one has a Mute option
B) You see a set of volume controls and each one has a Select option
7. If you have a type "A", make sure that "Mic" and "Line In" have the "Mute" option Unchecked
If you have a type "B", try CHECKING the "Select" option for each possible input device until the receiver can hear your voice.
The Master Record controls is a good place to make volume and fine tuning adjustments, as well. Another suggestion is to select the "Advanced" button in the Microphone column, and check, or uncheck the "Microphone Boost".
If you are unable to resolve your issue with the information listed above, or on the Help Pages at http://www.go2call.com/support/default.jsp please respond to this message by Reply email and one of our Customer Service Representatives will be happy to assist you.
Sincerely,
Customer Care
Go2Call
.
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