» FAQ

Frequently Asked Questions

If you have any problems or questions about Pingo or using Pingo, we encourage you to look here first. This section is designed to answer most questions you may have. If you still have unresolved issues after you have read through the FAQ section, please contact . Click on the topic headers below or on the outline to the right.

About Pingo®

  • What is Pingo?
  • Pingo is an international calling service that can be used from any fixed or mobile phone. It can also be used from your computer using our Pingo Soft Phone service. Pingo was designed to provide you with the best call quality, convenience features, and customer service at the most competitive rates available today. With Pingo there are - no gimmicks - no connection fees or disconnection fees, no outrageous rounding, and no hidden fees or charges - just a nominal, straight-forward monthly Plan Enrollment Fee based on what calling plan you select - what you see is what you pay

  • How does Pingo provide such low calling rates?
  • Thanks for asking! iBasis, Inc., a KPN Company, is the parent company of Pingo.com, which is one of the largest carriers of international phone calls in the world, routing millions of minutes of calls every day for major phone companies around the world, as well as for some of the other providers of prepaid calling cards who don't have networks of their own. We are always working hard to develop and negotiate the best connections all over the world, to provide you the best pricing, quality and value for over 200 countries worldwide.

Calling Plans

  • What are Pingo Calling Plans?
  • Based on your calling needs, we are now offering a variety of calling plans to suit your individual calling needs. Currently, there are four (4) Pingo Calling Plans:

    • Pingo Premium - offers you great rates and is ideal for the occasional caller who wants to stay connected with family and friends. Pingo Premium has NO Monthly Plan Fee. All Pingo features come standard with this plan.
    • Pingo Platinum - offers you competitive rates and is great for the day-to-day caller who wants to stay connected with family and friends. All Pingo features come standard with this plan - including foreign currency billing.
    • Pingo Diamond - offers you super low rates - perfect for the frequent caller who wants to stay connected with family and friends. All Pingo features come standard with this plan
    • Pingo Mega - offers you the most competitive rates - suited for callers who want to stay connected with family and friends all the time. All Pingo features come standard with this plan
    We take pride in our Quality of service and strive to serve you in the best possible way.

  • What features are included in Pingo Calling Plans?
  • All of the following features are included in all of the Pingo Calling Plan options:

    • Auto-Recharge - Pingo can automatically recharge your account so you can keep on calling!
    • Auto-Plan-Renewal - Allows you to continuously enjoy the rates on your calling plans!
    • Speed Dial - Make calling easy with fewer digits to enter!
    • PINpass™ Numbers - Make calls without needing to enter your account number and PIN!
    • Billing History - Pingo makes it easy to track your transactions!
    • Pingo Business - Save money on international calls for your business!
    • Pingo EZ Dial - Smart Phone application that makes calling easy!
    • Pingo Soft Phone - Make calls from anywhere in the world with an Internet connected computer!
    • Call History - Pingo makes it easy to track your usage and calling history!
    • Customer Support - Live, friendly and helpful customer support to assist you with your account and calling needs
    • Refer-A-Friend - Earn extra account credit for referring your friends and family!
    • Print-A-Card - Bring Pingo with you when you travel or need to remember your account information

  • What is the difference between Auto-Plan Renewal and Auto-Recharge?
  • Auto-Plan Renewal ensures you will continue to be enrolled on your selected Pingo Calling Plan for the entire validity period. Pingo Platinum and Pingo Premium Calling Plans have Auto-Plan Renewal set as the default option (which cannot be changed). You can change your Pingo Diamond and Pingo Mega Calling Plan to Manual Renewal by logging into the Member's Area on the Pingo.com website.

    Auto-Recharge is Pingo's convenient recharging feature that will keep your account balance recharged so you will not run out of calling time when you need it. Whenever your account dips below US$5.00 (or equivalent CAD, EUR or GBP amount), Pingo will auto-recharge it for you. Please note if you are on a call and are running out of funds, auto-recharge does not activate until the call is terminated. It may take up to thirty (30) minutes for your account to auto-recharge and ready to go on your next call.

    Please note: New Pingo accounts must be active for at least 36 hours before the auto-recharge process will be initiated or to process a manual recharge to your account.

    If you want to disable the Auto-Recharge feature, simply log into the Member's Area of the Pingo.com website and uncheck the "Auto-Recharge" box. Your account will then be set to Manual Recharge, where you will control how often and when a recharge is processed to your account.

    You can manually recharge your account anytime, even if you are auto-recharging! Simply log into the Member's Area of the Pingo.com website and navigate to the Recharge menu. Follow the instructions on the screen to process a one-time recharge to your account.

    You can view all your recharge transactions in the Billing History section of the Member's Area on the Pingo.com website.

  • What are the Benefits of keeping my plan set to Auto-Renew and Auto-Recharge?
  • Keeping your account set to Auto-Renew and Auto-Recharge is the perfect way to ensure your balance never runs low on funds and that you can continuously enjoy Calling Plan you selected for your calling needs. It creates one less thing for you to worry about in your busy life!

  • Can I process a recharge to my account over the phone?
  • Yes! You can process a recharge over the phone. This can be done only if you have successfully processed a manual recharge on the Pingo.com website at least once in the past. If this applies to your account, then follow the instructions below to complete a recharge over the phone.

    • First call your Pingo local or toll free access number
    • Next, after your account is authenticated, press the "*" (star) key on your phone
    • Follow the instructions provided by the message prompts to complete the recharge and your account balance will be topped-up by the amount you recharged and ready to go for your next call.
    • If you are having any issues, please contact our Customer Service department for assistance.

  • What does Plan Validity mean?
  • Plan Validity means the amount of time that your account will be associated to a particular Calling Plan.

    • Pingo Diamond and Pingo Mega calling plans have a thirty (30) day validity period from the date of plan enrollment. As long as the "Auto Plan Renewal" is option is enabled and your balance is sufficient for the monthly "Calling Plan Fee" to be deducted from it, then the validity period will extend for another 30 days. Your account will automatically convert to Pingo Platinum Calling Plan if your account is set to "Manually Renew" or if your account does not have sufficient balance to cover the monthly "Calling Plan Fee" on the last day of the validity period. The "Calling Plan Fee" and rates for Pingo Platinum Calling Plan will apply on the date of conversion.
    • Pingo Premium has a validity period of 180 days from enrollment. The validity period is extended by 180 days from the date of last activity on your account. If there is no activity (completed calls or recharges) on the account for 180 days, Pingo Premium accounts automatically convert to Pingo Platinum Calling Plan on the 181st day. The "Calling Plan Fee" and rates for Pingo Platinum Calling Plan will apply on the date of conversion.
    • Pingo Platinum has a continuous validity period from the date of enrollment. The account will remain on this calling plan until the account is closed by you or if you select a new calling plan.

    Rates are subject to, and may, change during the Plan Validity period.

  • What happens if I don't have enough balance to cover Plan fee?
  • If your account is set to "Auto Plan Renewal" and you don't have enough balance to cover the monthly Calling Plan Fees, then your account will be automatically converted into Pingo Platinum. The "Calling Plan Fee" and rates for Pingo Platinum Calling Plan will apply on the date of conversion

    If you want to change your plan back to the calling plan you were previously on (or another calling plan)

    • First, process a manual recharge for enough funds to cover the monthly Calling Plan Fee (and for any anticipated usage as well)
    • Next, select a new calling plan in the Member's Area section of the Pingo.com website. Your plan will be changed and the Calling Plan Fee will be deducted from your balance.

    Keeping your account set to Auto-Recharge is the best way to ensure you can take advantage of the rates available on the calling plan of your choice!

  • Can I switch my calling plan anytime?
  • Yes! Calling Plan changes are only allowed ONCE in a twenty-four (24) hour period. You will be charged the respective Calling Plan Fee whenever you change from one calling plan into another. Unfortunately, no refunds of Calling Plan Fees will be granted and Calling Plan Fees are not pro-rated. Please keep this in mind should you decide to change your calling plan while you are currently enrolled in a Pingo Diamond, Pingo Mega or Pingo Platinum Calling Plans.

  • Why can't I switch my currency? What plans accept foreign Currency?
  • Pingo Platinum accepts four (4) major currencies: United States Dollar (USD), Canadian Dollar (CAD), European Union Euro (EUR), and British Pound Sterling (GBP). Pingo Premium, Pingo Diamond and Pingo Mega ONLY accept USD as a billing currency. Once you have selected your billing currency you will not be able change it without closing your account and reopening a new account with a new billing currency. Customer Service can assist you with making these changes.

  • What are the preset purchase and recharge amounts for each Calling Plan?
  • Yes. The preset amounts depend on the Pingo Calling Plan that you have selected - please refer to the table below:

     
    Purchase
    Recharge
    Premium
    5, 10, 15, 20, 25, 30, 50, 100
    5, 10, 15, 20, 25, 30, 50, 100
    Platinum
    10, 15, 20, 25, 30, 50, 100
    5, 10, 15, 20, 25, 30, 50, 100
    Diamond
    10, 15, 20, 25, 30, 50, 100
    10, 15, 20, 25, 30, 50, 100
    Mega
    15, 20, 25, 30, 50, 100
    10, 15, 20, 25, 30, 50, 100

  • Why do I need to select a Calling Plan when signing up?
  • This allows us to provide you the best value based on how often you plan on using Pingo to save on International calls. But don't worry you can always change your calling plan, after being enrolled in a calling plan for at least 24 hours. Simply log into the Member's Area section of the Pingo.com website to select and change your plan.

  • What Calling Plan was my existing account converted to when Pingo Calling Plans became available?
  • If you had an existing account with Pingo prior to August 26th, 2013, your account was converted as follows:

    • Standard Accounts - converted to Pingo Platinum (plan has the same rates and fees as the standard Pingo account prior to conversion)
    • Administrator Accounts - converted to Pingo Platinum (same rates and fees as the standard Pingo account prior to conversion). Pingo Platinum is the only plan available for Administrator accounts at this time.
    • Sub-Accounts - converted to Pingo Platinum (same rates and fees as the standard Pingo account prior to conversion). Pingo Platinum is the only plan available for Sub-Accounts at this time.
    • Existing Standard Accounts with USD billing currency will be allowed to switch to other calling plans once within a 24 hour period.
    • Existing Standard Accounts with CAD, EUR and GBP billing currency will not be allowed to switch into another calling plan beyond Pingo Platinum at this time. If you need to make a change to your billing currency, please contact our Customer Service department for assistance in making these changes.

  • How do I place my first call using my new Calling Plan?
  • You need to make sure your account has been approved and you into your account. To place calls through Pingo Calling plans

    • Step 1: Dial one of our access numbers (either Local or Toll Free)
    • Step 2: If you are calling from a registered phone number in PINpass™, then proceed to Step 3. If you are calling from an unregistered phone number, then simply enter your Account Number and 4-digit PIN when prompted.
    • Step 3: For International Calls, Enter 011 + country code + city code + destination number; For Domestic calls: Enter 1 + area code + destination number. Pressing the "#" symbol once after all digits have been entered will expedite the calling process.

  • What does "Rounding" mean?
  • Rounding is a period of time to which your call duration will be rounded. Pingo uses one (1) minute rounding, which means the duration of your call is rounded up to the next whole minute. For example, if your calling plan has one minute rounding and you talk to someone for just 45 seconds, you will be billed for the full one minute of time.

  • Why do you charge a monthly Calling Plan Fee?
  • Several virtual phone service providers charge a weekly or monthly fee to gain access to their service, and some even charge a per call connection fee! PINGO DOES NOT CHARGE ANY CONNECTION OR DISCONNECT FEES. The monthly Calling Plan Fee, in the calling plan that you have selected, is the only calling plan fee you will pay (please note, calls from payphones will incur an additional fee per FCC regulations). Charging a nominal calling plan fee helps Pingo to maintain the high quality of the network, billing and Customer support services that are essential to providing you with the best service and experience you expect from Pingo...

    Depending on the Pingo Calling Plan selected, a monthly Calling Plan Fee your account balance. This fee is deducted from your balance on the day you sign up for a Pingo Calling Plan and is thereafter assessed against your balance every thirty (30) days from the date of plan enrollment for Pingo Diamond, Pingo Mega and Pingo Platinum Calling Plans. The various Calling Plan Fees and the associated calling rates available depend on the Plan You select.

    As of August 26th, 2013, the monthly Calling Plan Fees are as follows:

    • Pingo Premium Plan: No Enrollment Fee/month USD, CAD, EUR and GBP
    • Pingo Platinum Plan: USD 0.98/month, CAD 1.10/month, EUR 0.78/month and GBP 0.67/month
    • Pingo Diamond Plan: USD 1.98/month
    • Pingo Mega Plan: USD 2.98/month
  • Why is there no unlimited calling plan?
  • While we wish we could offer an unlimited calling plan, it's just not feasible to offer a true "unlimited" calling plan at this time. However if you're comparing Pingo's calling plans to an unlimited plan provided by one of our competitors, be sure to read all the fine print as it is most likely they will have a "fair usage clause" which is really a cap on the service. So it's really not an "unlimited" plan as advertised. We believe in offering you the best possible rates on each calling plan with no hidden fees or calling limitations.

  • Who should I contact in case if I have questions regarding Pingo Calling Plans or other Account or Service issues?
  • Please feel free to contact us using any of following methods:

    • Customer Service: 1-888-878-8838 (United States and Canada only). Representatives are available between 10:00AM and Midnight EST/EDT time, 7 days a week and on holidays.
    • Email: Send an email to
    • Send correspondence to:
      Pingo.com,
      c/o Customer Service Department
      20 Second Avenue
      Burlington, MA 01803

  • How can I close my Pingo Calling Plan account and will you refund any unused balance?
  • In the event you would like to close your Pingo.com account, please contact our Customer Service Department using any of the methods above.

    Please include your name, address, email address, account number and reason you have decided to close your account.

    If you have any remaining balance in your account, we will process a refund to the original credit card or PayPal account associated with the account within 3 - 5 days of receiving your request. Sometimes, the original transaction associated with remaining balance may be too old to refund via electronic means. In these cases, we will issue you a check for the refund and mail it to the address on file (or to the address provided in the request to close the account).

    All refunds will be net of any promotional amounts received.

  • Will Pingo EZ Dial work with Calling Plans?
  • Yes, you can use Pingo EZ Dial from an approved smart phone with any of our calling plans (please refer to the listing of approved smart phones on the Pingo.com website) Please make sure the application is installed on your phone and you have received the activation code to enable the application

  • What calling plan does Pingo Soft Phone work with to make web dial calls?
  • Pingo Soft Phone works with all calling plans. You will need both a stable Internet connection and must use Internet Explorer browser (version 8 or higher) with Java plug-in installed. Currently, Pingo Soft Phone is not supported by other commonly used browsers, such as Google's Chrome, Apple's Safari and Mozilla's Firefox.

Features

  • What are some of the features that come standard with Pingo?
  • All of the following features are included on all of the Pingo Calling Plan options:

    • Auto-Recharge - Pingo can automatically recharge your account so you can keep on calling!
    • Speed Dial - Make calling easy with fewer digits to enter!
    • PINpass™ Numbers - Make calls without needing to enter your account number and PIN!
    • Billing History - Pingo makes it easy to track your transactions!
    • Pingo Business - Save money on international calls for your business!
    • Pingo EZ Dial - Smart Phone application that makes calling easy!
    • Pingo Soft Phone - Make calls from anywhere in the world with an Internet connected computer!
    • Call History - Pingo makes it easy to track your usage and calling history!
    • Customer Support - Live, friendly and helpful customer support to assist you with your account and calling needs
    • Refer-A-Friend - Earn extra account credit for referring your friends and family!
    • Print-A-Card - Bring Pingo with you when you travel or need to remember your account information
  • What is Speed Dial?
  • Pingo allows you store you're the numbers frequently use to make calling your family, friends, and associates even easier. You can create and store up to 25 speed dial numbers by logging on to the Member's Area of the Pingo.com website and choosing the Speed Dial menu option.

    When you want to call one of your Speed Dial numbers, dial the Pingo local or toll-free access number, listen for the Pingo jingle, then enter the speed dial code (1 or 2 digit code) followed by pressing the pound key "#" ONCE after the Pingo system prompts you for your destination number. Pingo will automatically call the number. It is that easy!

  • What is PINpass™?
  • PINpass™ is a feature that allows you to by-pass entering your account number and PIN (14 digits in all) when placing calls. PINpass™ can recognize up to ten (10) different phone lines belonging to your account. This makes dialing your account number and PIN for each call a thing of the past! Just dial the Pingo local or toll-free access number appropriate for your location from any PINpass™ phone number and Pingo will recognize you. The service will authenticate you and will provide you with your current available balance.

    You can set-up PINpass™ by logging in to the Member's Area and clicking the " PINpass™" menu option. We recommend that customers DO NOT register phones in dormitories, hotels, offices, hospital rooms or any other phones that are regularly shared or could be access by others without your knowledge. Please note that some hotels phone systems may charge you for making a call even though you are using Pingo to make an international call. Please check with your hotel for any charges applied to phone usage. Pingo is not responsible for any additional charges you may incur.

    When you call one of Pingo's access numbers from a PINpass™ phone number, our system will automatically allow you to by-pass entering your PIN and prompt you to directly dial the destination number you wish to call or for a Speed Dial number.

  • I am interested in becoming a partner to resell Pingo. Who do I contact?
  • Pingo offers a very attractive affiliate program to earn up to $35.00 per each new customer referral that is approved for a Pingo account. For more information, click on the Affiliate Program page at or send an email .

  • Can I use Pingo for my business? And what about accounts for my family members or employees?
  • With you can create up to 999 sub-accounts (on the Pingo Platinum Calling Plan and in billing currency of USD only) for your business colleagues and family members, and then manage them from a centralized administrative account. You set the usage and spending limits on each sub-account, transfer funds into sub-account, and you can access the call history for each account as needed. You can decide which sub-accounts should be auto-recharged and in pre-set increments. This is a great feature for a small business or growing family, providing great quality, flexibility, manageability and savings!

  • How do I create sub accounts for my family members or business associates?
  • Once you have created a Pingo administrator account (on the Pingo Platinum Calling Plan and in billing currency of USD), please refer to the instructions in the Member's Area section of the Pingo.com website, or contact our Customer Service Department at 1-888-878-8838 for assistance.

  • Do I get a Refer a Friend bonus for each sub account I create?
  • The Refer-a-Friend bonus program does not apply to sub-accounts. This bonus program only applies to a new customer sign up on any of the Pingo calling plans.

Account Verification

  • What is Account Verification?
  • We at Pingo want to protect your identity from any fraudulent activity and hence we have put account verification in place. Depending on the information you have provided throughout the sign-up process, you might go through either our email verification process or phone verification process. It is entirely up to our automated decision making system as to what verification process your account will fall into - Email or Phone. Either way all the instructions will be provided to you during your sign-up process and everything will be communicated to you via email.

    Email verification Process (Manual Review) - once your sign-up process is done, you will receive an email with instructions which you need to follow in order for your account to be activated. Responding to this email is mandatory. Sometimes it might take few hours to activate your account after you have replied to the verification email, so please bear with us and allow up to 48 hours if your account goes under manual review. If you need to make an urgent call, please contact Customer Service Department at 1-888-878-8838 for assistance. You might see a pending transaction for your sign-up amounts (plus any applicable taxes) with your financial institution for sign up amount and still your account might not be active. This is a standard procedure, so please don't be alarmed. If for any reason your account is not approved, the pending transaction is cancelled and your money stays with you.

    Phone verification Process (Automated Review) - during your sign-up process you will need access to the phone number you have provided in the sign-up form, as the phone will ring and announce to you a 4-digit code which you will need to use to complete the verification process. Follow the instructions on the screen to enter the 4-digit code, and, if successful, your account will be activated and ready for use immediately. It is as simple as that!

    Don't worry if you don't have your phone handy or if you did not enter correctly, we will simply review your account manually for approval. Please allow us up to 48 hours for us to complete this process if needed. You may see an authorization for your sign-up amount (plus any applicable taxes) placed on your credit card account with your financial institution. This is a standard practice. You will not be charged unless your account is approved. If your account is not approved for any reason your credit card or PayPal account will not be charged and any pending authorizations will be released.

    You may contact our Customer Service Department at 1-888-878-8838 to expedite the verification process. Our representatives will attempt to complete the verification process with out over the phone. However, some accounts may be subject to additional verification and review and may not qualify for Pingo membership.

Account Information

  • Why do I have to verify my new Pingo account?
  • We at Pingo want to protect your identity from any fraudulent activity and hence we have put account verification in place. Depending on the information you have provided in sign up process, you might go through either our email verification process or phone verification process. It is entirely up to our automated decision making system as to what verification process you will fall into - Email or Phone. Either way all the instructions will be provided to you during your sign up process and everything will be communicated to you via email.

    Please Note: If your account is not approved for any reason your credit card or PayPal account will not be charged and any pending authorizations will be released in accordance to the authorization policy set forth by your financial institution.

    You may contact our Customer Service Department at 1-888-878-8838 to expedite the verification process. Our representatives will attempt to complete the verification process with out over the phone. However, some accounts may be subject to additional verification and review and may not qualify for Pingo membership.

  • How do I contact the Verification department?
  • If you are having a problem with the signup of verification process, please send an email to or call our Customer Service Department at 1-888-878-8838. Please have your 10 digit Pingo account number or email address, and answer to your PIN Security question handy at the time of call.

    Thank you for supporting us in protecting your security!

  • How do I navigate the Member's Area of the Pingo.com website?
  • If your new Pingo account has been approved, you can log into your Pingo account with your account number and PIN on the Pingo.com website. Once logged in, you will be redirected to the Member's Area dashboard, which provide you with a quick summary of your balance and other account information. Here you can navigate through the menu options by clicking on the action you want to perform (i.e. Recharge) or area of the site you would like to view (i.e. Calling History).

    Navigating back to the main Member's Area is easy - simply click on the PINGO logo in the upper left-hand corner of your screen and you will return back to the Member's Area dashboard. It is a good idea to log out of your account after you are done with your session to safeguard your privacy and information. For your security, we will time-out your session after 10 minutes of no activity on the page.

    If your Pingo account has not been approved you will not be able to access the Member's Area section of the Pingo.com website. Please allow up to 48 hours for the verification process to be completed.

  • How do I Recharge (add funds) to my Pingo account?
  • You can use your credit card (VISA, MasterCard or American Express), a debit card (i.e. VISA debit) or PayPal to recharge (add funds) to your Pingo Account at any time. Please ensure the expiration date on your card is valid and have the card handy to enter the 3 or 4 digit security code needed to validate the authenticity of the credit or debit card used to process the recharge.

    To recharge your account, log into your Pingo account using your Account Number and PIN at www.pingo.com. Choose the "RECHARGE" option from the menu in the Members' Area. Select the preset amount you want to add to your account balance. (You can also select to have your account auto-recharge and the system will automatically add your pre-set recharge amount to your account when you have dipped below $5.00 using the payment method on file).

    Use the same process to add credit to sub-accounts balances (sub account feature is available on Pingo Platinum Calling Plan only) and to set them up as auto-recharge accounts.

    New Pingo accounts must be active for at least 36 hours before the auto-recharge process will be initiated or to process a manual recharge to your account. If you need assistance, please contact Customer Service at 1-888-878-8838.

    If you are on a call and are running out of funds, auto-recharge does not activate until the call is terminated. It may take up to thirty (30) minutes for the system to process to initiate an auto-recharge transaction. Once the transaction is completed, you will be ready to go with your balance topped up for your next call.

    If you want to DISABLE the Auto-Recharge feature, simply log into your Pingo account and choose the RECHARGE option from the navigation menu. Click on the link at the bottom of the page to change your Auto-Recharge options. Uncheck the checkbox next to "ENABLE AUTO RECHARGE" and click the submit button. Your change will be saved and confirmed in the Member's Area dashboard.

    You can choose to ENABLE Auto-Recharge at any time by ensuring the ENABLE AUTO RECHARGE checkbox is clicked.

    You can also process a recharge over the phone. This can be done only if you have successfully processed a manual recharge on the Pingo.com website at least once in the past. If this applies to your account, then follow the instructions below to complete a recharge over the phone.

    • First call your Pingo local or toll free access number
    • Next, after your account is authenticated, press the "*" (star) key on your phone
    • Follow the instructions provided by the message prompts to complete the recharge and your account balance will be topped-up by the amount you recharged and ready to go for your next call.
    • If you are having any issues, please contact our Customer Service department for assistance.
  • How do I change my PIN?
  • Go to and log into your account using your Account Number and PIN. Choose the "EDIT ACCOUNT INFO" option from the menu in the Members' Area. Enter your old PIN, choose a new PIN, confirm (re-enter) the new PIN, and then hit the "Submit" button. Your new PIN can be any 4-digit number you choose. A confirmation email will be sent to the email address on file confirming the change has been completed.

  • How do I change my Account Number?
  • Your account number can only be changed by sending a request to or by calling our Customer Service Department at 1-888-878-8838.

  • I want to cancel my account. What do I do?
  • Although we would be sad to see you leave, you can close your Pingo account at any time. In the event you would like to close your Pingo.com account, please contact our Customer Service Department at 1-888-878-8838 or by sending a request to In all correspondence, please include your name, address, email address, account number and reason you are closing your account.

    If you have any remaining balance in your account, we will process a refund to the original credit card or PayPal account associated with the account within 3 - 5 days of receiving your request. Sometimes, the original transaction associated with remaining balance may be too old to refund via electronic means. In these cases, we will issue you a check for the refund and mail it to the address on file (or the address provided in the request to close the account).

    All refunds will be net of any promotional amounts received.

    If you would like to send a cancellation request through the mail, please send your request to the following address:

    Pingo.com,
    ATTN: Pingo Account Verification Department
    20 Second Avenue
    Burlington, MA 01803


  • Will I get confirmation when I make changes to my account?
  • Yes. Confirmation emails are sent out to our Members when any changes are made to your account. This helps keep you informed of any activity on your account and to safeguard the security of your information. For your security, we may call you to confirm a change made to your account to make sure the change was authorized by you.

  • How do I change the name on my account?
  • All requests for name changes need to be in writing. Please send your requests to or via US Mail to
    Pingo.com,
    ATTN: Pingo Account Verification Department
    20 Second Avenue
    Burlington, MA 01803

    We require appropriate documentation (for example, state issued Marriage Certificate, Divorce decree or other relevant documents) in order for us to change the name on your Pingo account. We will send you confirmation of the change when completed.

Placing Calls

  • I signed up... what now?
  • Once your credit card or PayPal payment is accepted and your account has been approved, you can begin using Pingo immediately! Unless you changed it during the sign-up process, your account number will be the same as your main phone number you to establish a Pingo account, and your PIN will be the 4-digit number you chose during the signup process. Follow the easy steps below to begin making calls with Pingo from the United States or Canada:

    • Step 1: Dial one of our access numbers (either Local or Toll Free)
    • Step 2: If you are calling from a registered phone number in PINpass™, then proceed to Step 3. If you are calling from an unregistered phone number, then simply enter your Account Number and 4-digit PIN when prompted.
    • Step 3: For International Calls, Enter 011 + country code + city code + destination number; For Domestic calls: Enter 1 + area code + destination number. Pressing the "#" symbol once after all digits have been entered will expedite the calling process. If you are dialing from any other country other than the United States or Canada, please ensure you are using the correct exit code (i.e. 00, 0011, 011, etc.)

    Tips to Remember:

    • If you make a mistake while dialing, just press the "*" key to start over.
    • When you are done, you can press "# #" to make another call, or simply hang up and end the call.
    • You can redial the last number called by pressing and holding "0" for 2 seconds
    • You will not be able to exit out of an ongoing call to make another call using any of the keys on your phone - you must hang-up the current call and make a new call (i.e. the party on the other end has not ended the call or did not hang up the phone properly, and you want to make another call, you must hang up or end your call and make a new call).
    • Please Note: Pingo cannot be used to call U.S. toll-free numbers (800, 888, 877, 866, or 855) or toll numbers (900, 411, 555-1212).

    SPECIAL NOTE: Using Pingo with Mobile Phones.

    Once you have reached the Pingo platform, do not press the "SEND" button on your phone after you dial your destination number you wish to all. This will cause your international call to go through your wireless carrier and bypass the Pingo service, where you will incur charges from your wireless carrier rather than Pingo. Instead, press the "#" key which will expedite the Pingo service to start calling the destination right away. Pingo is not responsible for user error and any charges incurred from user error.

    SPECIAL NOTE: PINpass

    If you registered your home phone, mobile phone, or other phone numbers as Pingo PINpass™ numbers, you'll be able to by-pass the 14-digit account number and PIN entry anytime you dial the local or toll-free Pingo access number from these phones. You can register up to 10 PINpass™ phones by logging onto the Pingo.com website and selecting the PINpass™ menu option in the Member's Area.

  • Can I use Pingo from my mobile phone?
  • Absolutely! With Pingo, you can enjoy tremendous savings when you make long distance and international calls from your mobile phone. We recommend that you list your mobile phone number as a PINpass™ recognized phone number to take advantage of the added convenience, and that you disable international long distance service from your mobile carrier to prevent any additional charges. Pingo is not responsible for any roaming charges you may incur by your mobile phone carrier. You may also find it helpful to create a contact in your mobile phone's address book for the Pingo access number you frequently use to make calls - this will make using Pingo even easier!

    IMPORTANT NOTES:

    Please make sure you hear the Pingo jingle after you dial your access number. If you did not hear the Pingo jingle, your calls will not be routed over the Pingo network and you may incur charges from your mobile carrier. It is recommended that you hang up or end the call immediately and try again. Pingo is not responsible for any international charges you may incur from your mobile carrier.

    Once you have reached the Pingo platform, do not press the "SEND" button on your mobile phone after you have dialed the destination number you wish to call. This will cause your international call to go through your wireless carrier's network and bypass the Pingo service, where you will incur international charges from your wireless carrier rather than Pingo. Instead, press the "#" key which will expedite the Pingo service to start calling the destination right away. Pingo is not responsible for user error and any charges incurred from user error.

    Remember, calling to and from a mobile phone is only as reliable as the network coverage area you or your calling party is located in when the call is placed. You may experience dropped calls or poor voice quality as a result of the mobile network operator's coverage area and is not indicative of quality and reliability the Pingo service. We do our best to provide you the best quality and connections to over 200 countries and hundreds of international mobile networks.

    Pingo is not responsible for any roaming charges you may incur by your mobile phone carrier while you are out of your mobile phone carrier's service or coverage area, or travelling abroad to other countries.

    If you have a smart phone, be sure to check out the Pingo EZ Dial mobile application, to make it easy to call while you're on the go! Please follow the instructions provided in the Member's Area section as you will need to check if your smart phone model is supported by the Pingo EZ Dial application (see Pingo.com website for a listing of supported mobile phone types). The Pingo EZ Dial application can be downloaded for free from either the Apple iTunes™ or Google Play™ stores.

  • Can I make calls from countries other than the U.S.?
  • Yes! You can use your Pingo account, as well as share it with friends and family in ! Placing a Pingo call from one of our international access countries is simple; just use the access number assigned for that country and wait for the prompt.

    Friends and family in many countries around the world (including the 35 where Pingo offers toll-free access!) can join Pingo and save simply by using an American Express, Visa, MasterCard or PayPal account. To reach Pingo customer service from outside the U.S. you'll need to email us at .

    Certain countries do not allow calls from mobile phones to international toll free access numbers. You may only use your Pingo account using a fixed line. These are in-country, government imposed restrictions, and therefore, Pingo does not guarantee you will able to use the service with your mobile phone from all of the countries listed on the Pingo.com website. You may consider using Pingo Soft Phone which may provide you with an option to use your Pingo account while travelling abroad. A stable Internet connection is required.

    Please also refer to our Pingo Soft Phone section for more information on how to make calls straight from your computer with stable access to the Internet.

    Pingo is not responsible for any roaming charges you may incur by your mobile phone carrier while you are out of your mobile phone carrier's service or coverage area, or travelling abroad to other countries.

  • What are Country / Exit Codes?
  • Country codes are used when dialing an international phone number. For Example, the country code for the United Kingdom is 44. On the other hand, exit codes (also known as international access codes or IDD International Direct Dialing codes) are used for dialing out of your country. For example:

    • If you want to call from United States to the United Kingdom you must dial: 011 (exit code), 44 (country code), and the area code and phone number of the party you wish to call, and then press the "#" key.
    • If you are trying to call the United Kingdom from Australia, you must dial: 0011 (exit code from Australia), 44 (country code for UK), and the area code and phone number of the party you wish to call, and then press the "#" key.
    Click Here for a useful resource:

    At Pingo, we work with many in-country providers to update service and provide you access from your fixed or mobile phone. However, certain countries and providers do not allow calls to originate using a toll-free international access number while using a mobile phone. Your Pingo calls will not complete (and you will not be charged). Pingo services will work from a landline (if available) or you can consider using Pingo Soft Phone as an option to make calls internationally using your Pingo account with stable access to the Internet.

  • Can I use Pingo to make calls from any state or territory of the United States?
  • You can use Pingo local access numbers to call from all of the United States except Alaska and the territories of American Samoa, Guam, Puerto Rico and the U.S. Virgin Islands. At this time, only Toll Free access is available to make calls from Alaska. Unfortunately, access costs from American Samoa, Guam, Puerto Rico and the U.S. Virgin Islands is prohibitively expensive, making it unfeasible for us to provide the Pingo service at this time.

Billing, Surcharges & Plan Enrollment Fees

  • Where's the small print? Are there any connection or disconnection fees with Pingo?
  • We don't hide behind any small print - you pay for what you use. You are billed at the rate per minute times the minutes of usage (rounded up to the next whole minute) for each completed call, plus any applicable toll-free surcharges per minute. It is that simple!

    For example, if you make a call lasting 3 minutes and 45 seconds, and the rate per minute is USD 0.05, you will be billed USD 0.20 (USD 0.05 per minute times 4 minutes = USD 0.20).

    The only fees other than the per-minute charges are based on the calling plan you choose which may have a Plan Enrollment Fee (or Calling Plan Fee), and a government mandated payphone surcharge (flat fee) of USD 0.65 for calls made from payphones and certain other public phones in the United States, and up to USD 0.99 (flat fee) in other countries. Some calls placed from mobile phones outside the United States may incur an additional per-minute fee, please refer to the Rates Page on the Pingo.com website for more information. For more information the Terms and Conditions of Use for Pingo, please click the following link .

  • What are the current monthly Pingo Calling Plan Enrollment Fees?
    • Pingo Premium Plan: No Enrollment Fee/month
    • Pingo Platinum Plan: USD 0.98/month (CAD 1.10/month, EUR 0.78/month and GBP 0.67/month)
    • Pingo Diamond Plan: USD 1.98/month
    • Pingo Mega Plan: USD 2.98/month

    A "month" is defined as a thirty (30) day period from the anniversary date of enrollment in a calling plan.

  • Do I need to be concerned about Roaming Charges?
  • Depending on your mobile service provider and contract, you could be charged Roaming Charges by your mobile service provider. This applies to both Pingo and Pingo EZ Dial calls originated from a mobile phone. Pingo is not responsible for any roaming charges you may incur by your mobile phone carrier while you are out of your mobile phone carrier's service or coverage area, or travelling abroad to other countries.

  • Where can I view my Usage, Billing and Calling Plan History?
  • You can view your Pingo usage, billing and calling plan history in the Member's Area section of the Pingo.com website - simply log on to your account with your Account Number and PIN. Select the either the Calling Plan, Call History or Billing History menu options to view your recent activity.

  • Does Pingo charge any sales, telecom fees or excise taxes?
  • Yes. We will assess and collect all taxes and fees required by Federal and state laws and regulations. Laws and regulations change, and we will communicate any changes that may impact your account and future transactions. Pingo will never retroactively collect any taxes or fees from a Member's account.

    Currently, Pingo is required to calculate, charge and collect the requisite state, county and city/local taxes on purchases (both sign-up and recharges) for accounts with a domicile address in the following states at this time: Florida, Massachusetts, Minnesota, New York, North Carolina, and Ohio (additional states are pending).

Offers & Promotions

  • I referred a friend to Pingo, but did not receive credit.
  • To receive a credit for referring a friend - it is important that you and your friend follow the instructions carefully. You must tell your friends to enter your email address in the "Referred by Friend" field on the Pingo sign up form page. If they want to learn more about Pingo before joining, they can explore the site thoroughly, but they must enter your email address in the "Referred by Friend" field on the Pingo sign up form when they are ready to become a member. Of course, if they are already a member they cannot be referred twice.

    If you believe your friend followed the instructions correctly, and you still did not receive your credit, please email us at with your account number, your friend's name and account number, and date and approximate time when they signed up. Once we are able to validate the account was referred by you, will add the bonus credit to your account right away!

    Unfortunately, to provide a fair referral system, we do not give retroactive credit for referrals if we cannot verify this detailed information. Doing so could open the referral program to abuse.

  • What are coupon codes and promotional offers?
  • From time to time Pingo and its partners offer special promotional discounts and bonuses to encourage Pingo sign-ups, usage and referrals. Each promotion has a code that is provided to recipients of the offer. Entering the code in the designated fields ensures that the user receives the intended bonus or discount.

    If you are coming from a link that automatically applies a discount, just sign into your Pingo.com account. Follow the instructions to receive the discount (for example, you may have received an offer for a 10% discount on a one-time manual recharge). The discount offered will automatically be subtracted from your sign-up or recharge amount. If you have a coupon or promotional code, simply enter it into the coupon field on the Sign-up or Recharge page.

    Bonuses differ from discounts as they are automatically added to your account if you meet the criteria for earning those bonuses.

    For example:

    • Discount: A 10% Discount on a USD 20.00 Sign-up or Recharge amount will only cost you USD 18.00 yet provide you with a full USD 20.00 worth of Pingo services.
    • Bonus: A Sign-up or Recharge Bonus of USD 2.00 would provide you an additional USD 2.00 credit to your purchase amount, resulting in USD 22.00 worth of Pingo services.
  • Can I combine promotional offers or coupon codes?
  • Sometimes you may have an offer from a referring partner that provides you with a discount. These discount offers are automatically applied to your order if you come directly from this partner. If that offer can be combined with other coupon offers, then a field will be provided on the sign-up page for you to enter your coupon.

    Some coupons and offers may or may not be combinable with standard bonuses. If they cannot be combined, you must choose which bonus you would prefer to use. If you choose to accept the standard bonus over the promotional coupon offer, simply leave the coupon field blank, and you will automatically receive the bonus discount.

    Note that a valid coupon discount may not be granted if it is not applicable to your purchase amount, or if it has expired. Some coupons may be limited to one-time use or a minimum purchase or recharge amount and therefore may not be applied to your purchase even though they are valid offers. Some coupons can only be applied to a new purchase.

  • How do I "opt-out" of receiving promotional emails?
  • You can "opt-out" of receiving promotional emails from Pingo.com by either clicking the "Unsubscribe" link on the promotional email you received or by logging into the Member's Area section of the Pingo.com website using the Edit Profile menu option. Simply uncheck the box next to the "Get Promotional Emails from Pingo" on the bottom of the page. You can turn this feature back on at any time by simply checking the box and saving your changes.

    Please keep in mind, even if You "opt-out" of receiving Pingo marketing communications, You will still receive email communications from Pingo regarding changes to your Pingo account and services to which You have subscribed, including, but not limited to, communications regarding service issues, changes in rates or fees, or any other legal information requiring your attention. Pingo also reserves the right to use email to notify You regarding any claims related to your use of Pingo services, including without limitation claims of violations of a third party's rights. You may permanently close your Pingo account and stop all communication by sending a request to or by calling our Customer Service Department at 1-888-878-8838.

Supported PC, Browsers and other Plug-In Configurations

Installation Process

  • Why is there a "Warning - Security" pop-up?
  • This security warning is to inform users that the Pingo Soft Phone will be run without the security restrictions normally provided by Java. This application is signed by the trusted digital certificates owned by iBasis Inc. iBasis Inc. asserts that the Pingo Soft Phone is safe to install on your computer.

  • Why is there Certificate pop-up?
  • The certificate is necessary for the applet to work properly. It is simply asking you whether you trust the source of the applet, the source being iBasis, Inc. If you answer "no", then you are not accepting to trust us, and therefore the applet will not work for you. If you have answered "no" to the popup, but have changed your mind and would like to be asked again, you will have to close your browser and go to Pingo Phone URL again.

  • Why do I get this error message: 'The applet can't load'?
  • Make sure that you answered 'yes' to the 'Warning - Security' pop-up. Also, make sure that you have Java 1.6 or greater installed.

  • Why do I get Java upgrade pop-up?
  • If your pc has lower version of required Java installed, then you will get Java upgrade pop-up. To run the Pingo softphone, it requires Java 1.6 or later version.

  • What should I do after Java upgrade?
  • If you are using Internet Explorer you don't need to do anything, just browse and make call. But if you are using Firefox, please restart your browser after completing the Java upgrade and then browse to make call.

  • Why does it take so long to start soft phone?
  • At initial installation, it will take some time to load the Pingo Soft Phone applet. Once the applet has successfully loaded for the first time, subsequent start up load times will be significantly reduced. Also, please make sure that your PC hardware configuration and Internet bandwidth meet the minimum requirement to run Pingo Soft Phone.

  • Soft phone does not start. What do I do?
  • Make sure that you answered "yes" to the "Warning - Security" popup. Also, make sure that you have Java 1.6 or greater installed. If you already have Java installed, please try troubleshooting the Java-related problems with some of these general steps:


    Empty Java Web Start's Cache:
    From Windows' Start menu, select "Java Web Start", then select "Preferences" from the File menu. Click "Advanced", then click the "Clear Folder" button.

    Make Sure Windows can find Java and Java Web Start:
    From a command line (Start menu->Accessories->Command Prompt), type java -version followed by the enter key. If you receive an error, Java is not properly installed.

Audio Problems

  • There is no sound coming out of my PC.
  • - Check your PC speaker volume and also check whether it is muted or not.

    - Check your external PC speaker's power whether it is on or not.

    - Check whether correct output device is selected in OS or not.

    - Click on the "Audio" button of Pingo softphone to test your audio settings.

  • Speaker sound quality is not optimal
  • Some speakers on inexpensive or older sound cards can produce a very low quality of sound. To get better audio quality and to avoid echo, you may use any headset, USB phone, any wired headset to improve the quality of sound.

  • I can not hear my voice when soft phone records it
  • - Check your PC speaker volume and also check whether it is muted or not.

    - Check your external PC speaker's power whether it is on or not.

    - Check whether correct output device is selected in OS or not.

    - Click on the "Audio" button of Pingo softphone to test your audio settings.

  • Recording quality is not optimal
  • Some microphones on inexpensive or older sound cards can produce a very low quality of sound. To get better audio quality and to avoid echo, you may use any headset, USB phone, any wired headset to improve the quality of sound.

  • What do I do after double-checking everything but audio problem persists?
  • . Most (but not all!) notebooks and tablets have embedded microphone and speakers. To make sure that your microphone is good enough try to record your speech;

    . To get better audio quality and to avoid echo, you may want to use a good quality headset or a USB phone to improve the quality of sound.

    . We recommend you install the latest updates of your operating system, sound and network drivers.

    . Normally you should hear Voice over IP (VoIP) speech better than using a land line or mobile telephone. A delay, an echo, sound drops, and distortions are indicative of a potential network and/or hardware problem.

  • What is the best audio setup for using Pingo Soft Phone?
  • We recommend using an inexpensive computer headset that can be found at major retailers online and in retail stores.

Network Testing

Making calls

  • Dialing instructions
  • For all international calls please dial (by clicking the corresponding number keys on the screen or pressing the corresponding digits on your computer keyboard) the destination country code + the destination number and press "CALL" button. For example, if you are calling the United Kingdom, dial 44xxxxxxxxxx. No exit codes are needed to place a call using Pingo Soft Phone.

  • What is 'Time left' indicator?
  • "Time Left" indicator shows the remaining time available for your call based on your balance and dialed number's rate per minute (Pingo Soft Phone rates for your calling plan will apply).

  • Can I use a speed dial number using Pingo Soft Phone?
  • Yes, you can make calls right from the Speed Dial section of Pingo website. Simply click the "Soft Phone" icon next to the Speed Dial number and follow the instructions on the screen.

Call quality

  • Pingo Soft Phone shows 'Status: connecting' and nothing happens. What's wrong?
  • This is indicative of a sudden network or Internet outage, heavy packet loss or delays in the network. Please refresh your page and perform a network test, and reattempt your Pingo Soft Phone call.

  • Voice quality is bad during the call
  • From time to time you may experience poor voice quality. Some causes could be:

    • Microphone / Speaker Problems: Please run the audio test to make sure that your selected microphone/speaker is recording/producing good audio quality
    • Network Problems: Please hang up the call and run the network test to make sure that your network quality meets the minimum requirement to make a call.
    • If you are performing other bandwidth intensive activities on your computer while a call is in progress, you could experience some voice or latency issues. You may want to pause any downloads or close any application you are not using during the call. Also, if you are browsing the Internet while on a call, you may use up a lot of your bandwidth and voice quality could suffer.
    • You may check that you do not have other CPU intensive processes running on your computer or tablet while on a call (i.e. a virus scanning program). If you have a slow Internet connection and received the "bad link quality" status on the phone screen, please do not try to make call now. Pingo Soft Phone performs best when the link quality status is optimal - better Internet connections will successfully connect calls and produce the best voice quality and user experience.
  • I was not able to talk or hear anything, but was charged. What do I do?
  • Connected calls may include calls reaching to voicemails and operator prompts in some cases. However you can call our Customer Service Department at 1-888-878-8838 or send an email to customerservice@pingo.com. If you feel you have been charged incorrectly or in error, please submit a claim for a refund within 24 hours of making the call, we will investigate the issue and may refund the cost of the call(s) where appropriate.

  • My call dropped in the middle. What happened?
  • This could be due to your account running out of available funds during your call, or sudden network or Internet difficulties. If you called someone on a mobile phone, the call could have been dropped due to the called party leaving the mobile network coverage area.

  • I couldn't hear anything / one-way audio. What is going on?
  • If you happen to experience dead-air or one-way audio, it is recommended you hang up the call right away and try again. You may have just had a bad Internet connection or the connection to the party called was poor. If you continue to experience the issue, please contact our Customer Service Department at 1-888-878-8838 to provide them details of the call (date, time, code dialed) to assist them in troubleshooting any possible routing problems.

  • I tune my speaker/microphone on the audio page, but volume appears high (low) during call. Why is this happening?
  • If you have multiple speakers/microphones installed in, or connected to, your computer, laptop or tablet, and change the previously selected device, you may face this kind of problem. Please try to run the Audio-tester again to make sure your volume is set to your desired level.

  • Remote party hears loud echo (caller hears his own voice). What is happening?
  • Please check that speaker/microphone does not have any interference and is connected properly. Using a noise cancelling headset will produce the best results and user experience.

  • Remote party hears loud background noise. What is happening?
  • Please decrease your microphone volume and check whether remote party continues to hears loud background noise. If background noise persists, we recommend you hang up your call, ensure there is nothing interfering with the speakers and microphone, and try your call again.

  • Remote party hears distorted voice. What is happening?
  • Please try recording yourself talking through your microphone, and listen to it. You can use the Audio Test to perform this diagnostic. If your voice sounds scratchy, it may be a problem with the quality of your microphone. Also, make sure that your "Mic Boost" or "Sound Boost" option is turned off (you can check this in your sound properties.)

    Some microphones on inexpensive or older sound cards can produce a very low quality of sound. To get better audio quality and to avoid echo, try using a good quality wired or wireless headset or a USB phone.

  • Voice is choppy, speech fragments are missing. What is happening?
  • Check that you do not have other CPU intensive processes or applications running on your computer while on a call. This may also be caused by performing other bandwidth intensive activities while in a call (i.e. browsing the Internet, listening to music watching videos, or streaming online radio or television). You may need to pause any downloads that you are in process during the call. All of these activities consume bandwidth which will impact the quality of your call - remember, Pingo Soft Phone is using the Internet to complete your call, so the more bandwidth you take away by running other applications or browsing, you not experience the best quality for your call.

  • I am not satisfied with voice quality. Can I get a refund?
  • We are sorry to hear that your call quality was not to your satisfaction. Normally connected calls will be charged according to the call rates no matter the voice-quality you are experiencing. However, you may contact our Customer Service Department at 1-888-878-8838 or send an email to to initiate a claim for credit. You must report your claim as soon as possible, preferably within 24 hours. We will investigate and attempt to reproduce the issue on our end. If we determine that the call quality is not satisfactory, we will issue you a credit for the actual cost of the call. If we are unable to replicate the quality issue, we may need some additional information to troubleshoot the issue.

Pingo EZ Dial

  • What is Pingo EZ Dial?
  • Pingo EZ Dial is a smart dialer application which allows you to make low cost international calls from your mobile handset while maintaining great usability. Pingo EZ Dial is compatible with popular mobile phone models, such as Apple's iPhone, Google's Android phones, Blackberry, and Windows Mobile phones

    Please note: The dialer works differently on Apple iOS and Android phones. You must first launch the app. Then from the app, choose a contact from your address book or contact list, or enter the digits of the number you wish to call (exit code, country code and phone number with area code).

    Pingo EZ Dial allows you to call directly from your handset's contact list, call log, or speed dial, without having to dial access numbers or enter PIN codes. It does so by automatically identifying outgoing international calls and routing them via the iBasis platform and network.

  • What does Pingo EZ Dial cost?
  • Enjoy the benefits of the Pingo EZ Dial application absolutely FREE. Regardless of the Pingo Calling Plan you are on, you may take advantage of the Pingo EZ Dial feature.

    Depending on your mobile service provider and contract you have in place, you could be charged Roaming Charges. This applies to both Pingo and Pingo EZ Dial calls originated from a mobile phone. Pingo is not responsible for any roaming charges incurred by you. Please check with your mobile service provider on the details of your mobile plan to determine the roaming charges that will be incurred by you to use your mobile phone in other countries and other regions.

  • What benefits do I get if I use the Pingo EZ Dial service?
  • Pingo EZ Dial allows you to make low cost and high quality calls via the iBasis network, while maintaining great usability and no extra effort. You can make international calls from your Address book or Contact list, call log or keypad just like you would do normally and the application takes care of the rest (see important note above for Apple and Android phones). There is no need to dial access numbers or enter PIN codes.

  • Can I use Pingo EZ Dial outside USA?
  • Pingo EZ Dial is available in the United States, Canada, United Kingdom, France, Australia and New Zealand. Every time you download the application on your smart phone you set one of these countries as the home calling country. However since Pingo EZ Dial currently works only in your home country, you should disable the application when going abroad by changing the Enabled option to 'Off' so that you will not incur international long distance charges.

    Depending on your mobile service provider and contract you have in place, you could be charged Roaming Charges. This applies to both Pingo and Pingo EZ Dial calls originated from a mobile phone. Pingo is not responsible for any roaming charges incurred by you. Please check with your mobile service provider on the details of your mobile plan to determine the roaming charges that will be incurred by you to use your mobile phone in other countries and other regions.

  • Is there a limit on how many calls or minutes I can use each month?
  • No, there are no limits to the number of minutes you can use or calls you can make. The only limiting factor is the balance on your Pingo account!

  • What types of phones are supported?
  • You should use a smart phone with an Internet data plan. The current list of popular smart phone brands and models can be found and also on the Pingo EZ Dial page in the Member's Area where you can request an application download.

  • Do I need a Data Plan and ability to receive SMS for my phone?
  • Yes, you will need access to the Internet or have a data plan on your smart phone to install the application using the download link from the SMS message you will receive. You do not need a data plan to make calls using Pingo EZ Dial after you download the application.

    Please keep in mind that you will use your mobile airtime or anytime minutes when using Pingo EZ Dial to make international calls. Only the access number embedded in the Pingo EZ Dial application will appear on your mobile usage summary.

  • How do I Sign-Up for Pingo EZ Dial?
  • There are two steps:
    Step 1: or account, and
    Step 2: Go to the and send the application to your phone. That's all.

  • Pingo EZ Dial Installation Guide
      1. Signup with Pingo or Login to your Pingo account
      2. Go to EZ Dial Download page
      3. Enter Your Smart Phone mobile Number
      4. Receive SMS message
      5. Follow link in SMS message and download EZ Dial application on your phone
      6. Place International Calls
    • You can install Pingo EZ Dial only through the Pingo.com website. If you are using any other international dialing applications, Pingo EZ Dial will need to deactivate those dialers in order to work properly. Unless this is done, there will be a conflict between the applications and you may or may not be able to make any international calls.
    • Once you have completed the installation process of the Pingo EZ Dial app, try making a phone call to make sure the service is working properly on your phone. If you are having trouble completing a call or installing the Pingo EZ Dial app, please contact our Customer Service Department at 1-888-878-8838 for assistance.
    • If you need to change the configuration of your Pingo EZ Dial client on the phone you can just go to the Pingo EZ Dial Download form and resend the installation request to your smart phone. This will override the previous configuration with the new configuration.

  • Can I start making calls immediately after I install Pingo EZ Dial on my phone?
  • Yes! Once you have successfully completed the installation process you can start enjoying the Pingo EZ Dial service immediately!

  • How do I uninstall Pingo EZ Dial?
  • Please refer to your specific smart phone's guide on how to uninstall or remove an application from your phone. Removing the Pingo EZ Dial application from your mobile phone does not affect the status or balance of your Pingo account.

  • How do I upgrade Pingo EZ Dial to a new version?
  • Pingo EZ Dial users with Apple, Android, Blackberry and Windows Mobile handsets can easily check if software updates are available online, simply by opening the application and choosing the 'Update' option. If such an update is available, the update can be made using your phone and connection to the Internet.

  • How do I temporarily disable my Pingo EZ Dial?
  • The best option is to simply uninstall the application from your smart phone. You can always download the application and receive a new activation code if you choose to reinstall in the application at a later time.

  • How will Pingo EZ Dial work with my PINpass™ numbers?
  • If your handset it registered as a PINpass™ number, using Pingo EZ Dial will become even easier, since the dialing process is shorter. To use PINpass™ on your Pingo EZ Dial application, make sure that the 'Use PINpass™ ' option inside your application is set to 'Yes' and the phone number has to be in the PINpassTM list in your Pingo account. You can add PINpass™ numbers by logging into the Pingo.com website and selecting the PINpass™ menu option in the Member's Area section.

  • Can I use Pingo EZ Dial from multiple phones?
  • Yes, you can use Pingo EZ Dial on as many smart phones as you need, but you will only be able to make calls with one phone at a time using the Pingo EZ Dial customized for your account. If you want to be able to place calls from more than one phone at a time you will need to create multiple Pingo accounts (or sub-accounts) and send one Pingo EZ Dial application to each phone from each account.

    Pingo EZ Dial will play a message letting you know that the account is currently in use if someone else, on the same Pingo account, is using the application at the same time as you.

  • How do I transfer Pingo EZ Dial to a new phone?
  • If you have a new mobile phone, simply download the Pingo EZ Dial application again and install it on your new phone. Be sure you have a connection to the Internet or a data plan in order to receive the SMS activation code.

  • How do I make an international call using Pingo EZ Dial?
  • It is just like making a traditional call: simply dial an international number from your Address book, speed dial, call log or keypad. Pingo EZ Dial will automatically route the call via the iBasis network. No additional keystrokes/steps are required. Just make sure the application 'Enabled' option is 'On' on your phone and there is available balance in your Pingo account.

    PLEASE NOTE: The dialer works differently on Apple iOS and Android phones. You must first launch the app. Then from the app, choose a contact from your address book or contact list, or enter the digits of the number you wish to call (exit code, country code and phone number with area code).

    For best results, it is recommended that all international numbers, including Canada or other countries in the NANP (e.g. Dominican Republic or Grenada) are saved in your address book with the "0111" prefix to ensure calls are routed properly using Pingo EZ Dial. For example, a friend in Toronto, Canada's phone number should be saved as 0111905xxxxxxx.

  • I do not have international calling service on my current mobile phone plan. Is Pingo EZ Dial right for me?
  • Pingo EZ Dial is just the right service for you, since it routes your international calls via the iBasis network. Please remember, as with any international calling service and mobile phones, you will using your mobile anytime or airtime minutes for the duration of the international call you make using Pingo EZ Dial.

    For example, if you make a 10 minute call to France, you will be consuming 10 units of anytime or airtime minutes on your current mobile plan. Pingo will only charge the rate per minute for the duration of the call to France, which will appear in the Calling History in your Pingo account.

    Depending on your mobile service provider and contract you have in place, you could be charged Roaming Charges. This applies to both Pingo and Pingo EZ Dial calls originated from a mobile phone. Pingo is not responsible for any roaming charges incurred by you. Please check with your mobile service provider on the details of your mobile plan to determine the roaming charges that will be incurred by you to use your mobile phone in other countries and other regions.

  • I already have an international calling plan. Will Pingo EZ Dial override this plan?
  • Yes. As long as you have Pingo EZ Dial turned on and you hear the Pingo jingle before placing your international call, the application will automatically route your calls via the iBasis network, therefore overriding your existing mobile network carrier's international calling plan. If you want to place an international call using your mobile carrier's international service, please ensure international calling is enabled on with your mobile carrier and phone, and dial the international code directly from your mobile phone and DO NOT use (or open) the Pingo EZ Dial application.

  • How can I tell if my call used Pingo EZ Dial?
  • When a call is routed via Pingo EZ Dial you will see a progress bar with the Pingo EZ Dial icon shown on screen. When your call gets connected to the destination number, the progress bar will disappear.

    VERY IMPORTANT NOTE:

    You MUST hear the Pingo jingle at the start of your call which will confirm that you're using Pingo to connect your international call. If you do not, your call will be completed by your mobile carrier's network and they will charge you accordingly. Please HANG UP or END your call immediately and try again. Pingo is not responsible for any carrier fees that you may be charged.

    Depending on your mobile service provider and contract you have in place, you could be charged Roaming Charges. This applies to both Pingo and Pingo EZ Dial calls originated from a mobile phone. Pingo is not responsible for any roaming charges incurred by you. Please check with your mobile service provider on the details of your mobile plan to determine the roaming charges that will be incurred by you to use your mobile phone in other countries and other regions

    SPECIAL NOTE:

    On certain Palm devices, instead of seeing a progress bar, you will see 'Pingo EZ Dial' shown on screen while the call is in progress.

    If you continue to experience issues with the Pingo EZ Dial application, please contact our Customer Service Department at 1-888-878-8838 for assistance.

  • Can I review my Pingo EZ Dial calling history online?
  • Yes! You can review your calling history by logging into your Pingo.com account and choosing the Call History menu option in the Member's Area section of the website. Calls made using Pingo EZ Dial application will have the "EZ Dial" icon next to the number that was called.

    Calls made by the Pingo EZ Dial application are also written into your handset's call log/history just like regular calls.

    Please Note: If you are using a Palm or Windows Mobile Smartphone handset, your Pingo EZ Dial calls will not be captured in the phone's call log. Instead, you will see a call to the Pingo EZ Dial access number.

  • Will my cell phone company charge me for using Pingo EZ Dial?
  • Usually Pingo EZ Dial calls are treated as "local" or "anytime minutes" but you should check with your mobile carrier to see if the Access Number listed on the Pingo EZ Dial application on your phone will incur any charges.

    If you have an unlimited mobile phone plan then you should not be charged for those minutes however if you have a prepaid mobile phone plan or carrier, then your airtime or anytime minutes will be deducted from your available minutes for the duration of the call using Pingo EZ Dial by your mobile network operator.

    For example, if you place a 10 minute call to France using Pingo EZ Dial using your prepaid mobile phone, then 10 minutes of airtime charges will be deducted from your prepaid mobile plan's minutes.

    VERY IMPORTANT NOTE:

    You MUST hear the Pingo jingle at the start of your call which will confirm that you're using Pingo to connect your international call. If you do not, your call will be completed by your mobile carrier's network and they will charge you accordingly. Please HANG UP or END your call immediately and try again. Pingo is not responsible for any carrier fees that you may be charged.

    Depending on your mobile service provider and contract you have in place, you could be charged Roaming Charges. This applies to both Pingo and Pingo EZ Dial calls originated from a mobile phone. Pingo is not responsible for any roaming charges incurred by you. Please check with your mobile service provider on the details of your mobile plan to determine the roaming charges that will be incurred by you to use your mobile phone in other countries and other regions.

    If you continue to experience issues with the Pingo EZ Dial application, please contact our Customer Service Department at 1-888-878-8838 for assistance.

  • How do I activate iPhone application?
  • Please click  to see the steps.

    Legal Note

    iPhone EZ Dial users:

    Native Phone icon for iPhone (shown above). Use for Regular calls through your mobile network provider Pingo EZ Dial icon for iPhone (shown above). Use to make International calls through Pingo

    Important: You must use the Pingo EZ Dial button on your iPhone to place international calls via Pingo!

    Please note that Pingo is not responsible for the cost of international calls made from the native (default) iPhone dialer or any other app on your iPhone except for calls made via the Pingo EZ Dial app. Therefore, proper activation and use of the Pingo EZ Dial app is of utmost importance once it is installed on your iPhone. International calls will not be carried over Pingo Service if the Pingo EZ Dial app is not activated by the user and used to place international calls. Proper use of Pingo EZ Dial requires that when you make an international call you first open the Pingo EZ Dial App - and then dial the international number using the keypad on the application, or select a predefined Contact from your Contacts list in the Pingo EZ Dial app, and then press the Call button to complete the call through Pingo EZ Dial.

    To make sure you are using the Pingo Service when making international calls,you should hear the Pingo Jingle after you press the Call button and before dialing begins. If you do not hear this Pingo Jingle, please stop the call, because the Pingo EZ Dial Application is not being used, and the call will be handled, at your expense, by your mobile operator at their standard international call rates.

    For best results, it is recommended that all international numbers, including Canada or other countries in the NANP (e.g. Dominican Republic or Grenada) are saved in your address book with the "0111" prefix to ensure calls are routed properly using Pingo EZ Dial. For example, a friend in Toronto, Canada's phone number should be saved as 0111905xxxxxxx. NANP is short for North American Numbering Plan. More information on the NANP can be found on the following website:

    To make sure you are using the Pingo Service when making international calls, you should hear the Pingo Jingle after you press the Call button and before dialing begins. If you do not hear this Pingo Jingle, please stop or end the call, because the Pingo EZ Dial Application is not being used, and the call will be handled, at your expense, by your mobile operator at their standard international call rates.

Website Errors

  • I am having trouble signing up, what should I do?
  • There may be a few reasons that your transaction was not successful:

    • You may have lost your Internet connection during the sign-up session which could cause an error during sign-up
    • You may have not completed all of the required fields for sign up - our site will identify these omissions during the sign up process at the top of the page. Please make the necessary corrections and resubmit your request.
    • Check to make sure the credit card you are using is both active and the expiration date is in the future. All transactions will require you to input your 3- or 4-digit CVV or security code located either on the front or back of your credit card.
    • We may be experiencing an intermittent network or technical issue - if you experience a website error or are unable to load the Pingo.com website page please wait a few minutes and try your transaction again. If the problem persists, please contact our Customer Service Department at 1-888-878-8838.
    • A duplicate account number may already exist in our system - this may happen, as you are able to self-select your own 10 digit account number. Our system prevents duplicate account numbers to be used due to technical incapability. Choose a different 10-digit account number and resubmit your request.
    A few other thoughts on why you might be having trouble signing up:
    • Please make sure that the billing address of the credit card exactly matches the address you entered while signing up for your Pingo account. Failure to exactly match this information will result in a declined transaction from your bank, or place your account under manual review for approval.
    • Please contact your bank to make sure there are no issues with your credit card. Some credit cards have restrictions that do not allow usage for Internet purchases or daily purchase limits.
    • If you are using an international credit card account, your Pingo sign up will automatically go under manual review.
    If you are continuing to experience issues trying to sign up, please contact us at or by calling our Customer Service Department at 1-888-878-8838 for assistance.
  • I am having trouble recharging, what should I do?
  • See "I am having trouble signing up ..." above. Also, if you signed up with a credit card (rather than with PayPal), check to see if your billing address has changed, if you are over your credit limit, or if your card has expired. If all else fails call your credit card company first to see if there are any unresolved issues with them before you contact Pingo customer support.

    Due to privacy laws, our Customer Service representatives will not know why your credit card was declined or did not go through. They will only know that the transaction was declined and no charges were made to your credit card. Only your credit card company can assist you with obtain the reasons for a credit card decline.

  • I am having trouble logging in, what should I do?
  • There may be a few reasons that your login was not successful:

    • Use the correct Account Number and PIN combination: Go to home Pingo.com home page. Click on the top right corner to log in. Enter your Account Number, which usually just your main phone number that you entered when you signed up. Then enter your password, which is the 4-digit PIN you set up when you initially signed up. If you can't remember your PIN password you can reset it . If that does not work, please call Customer Service at 1-888-878-8838 (U.S. and Canadian customers only) or email with your name, email and information you know about your account. You will not be able to open up another account as we only allow one account per household.
    • Browser Cookie Settings: Another reason may be due to your cookie settings. See "What do I do if my browser will not allow the session?" section below to set your privacy preferences.
    • Security Settings: Another reason that your login was unsuccessful may be due to the security setting on your browser (i.e. Internet Explorer, Google Chrome, Firefox and Safari). Check your browsers security settings to ensure the Pingo.com website will be able to load properly. Pingo uses Comodo SSL encryption technology to ensure transactions are safe and secure when information is transmitted over the Internet.
    • Closed Account: If your Pingo account has been closed, you will not be able to log in using your Account Number and password. Please contact Customer Service for assistance.

    For Internet Explorer 5.5 and above:
    To check the privacy setting on your browser, please look at the lower right hand corner of the browser. If there is an eye icon with a stop sign (next to the lock icon) on the login page, it means the privacy setting on your browser is blocking our Pingo.com page.

    Please double click the icon. A privacy report window will pop up. In the 'restricted web site' selection, right click on all the Pingo links and select "Always accept cookies from this site". Please verify that you have done this for all the links under Pingo.com.

    For Netscape 6 and above:
    If the lower right hand corner of the browser has an eye icon with a document symbol next to it, on the login page, it means the privacy setting on your browser is blocking Pingo.com page.

    Please double click the icon. A privacy setting window will pop up. Click on the privacy setting option. In the 'restricted web site' selection, click on cookies, then select "Enable cookies for the originating web site only". If this does not work, please follow the same procedure and select "Enable all cookies".

  • What do I do if my browser will not allow the session?
  • Cookies may not be enabled. Here are basic instructions for enabling cookies on different systems.

    Internet Explorer 4 Users
    From your browser window click on the "View" menu at the top of the browser, scroll down and highlight the "Internet Options" menu item. This will bring up a dialog box with a number of tab buttons at the top. Click on the "Advanced" tab and then scroll down within the window until you've reached the "Cookies" section. Click the "Always Accept Cookies" option and then click on the "OK" button to accept the change and close the dialog box. Cookies should now be enabled.

    Internet Explorer 5 Users
    From your browser window click on the "Tools" menu at the top of the browser, scroll down and highlight the "Internet Options" menu item. This will bring up a dialog box with a number of tab buttons at the top. Click on the "Security" tab. Select "Internet" content zone. If "Security level for this zone" has a slider, then set it to "Medium", or if not click the "Custom Level" button, and scroll down within the window until you've reached the "Cookies" section. Click the "Allow per-session Cookies (not stored)" option. Set this to "Enable" and then click on the OK button to accept the change and close the dialog box. Cookies should now be enabled.

    Internet Explorer 6 Users
    From your browser window click on the "Tools" menu at the top of the browser, scroll down and highlight the "Internet Options" menu item. This will bring up a dialog box with a number of tab buttons at the top. Click on the "Privacy" tab. Move the slider so it is NOT set to "Block all cookies". Click the "Advanced" button and check "Override automatic cookie handling". Check "Always allow session cookies" and click on the OK button. Click the OK button that now is in focus to accept the change and close the dialog box. Cookies should now be enabled.

    Netscape 4 Users
    From your browser window click on the "Edit" menu at the top of the browser, scroll down and highlight the "Preferences" menu item. This will bring up a dialog box with a menu cascading down the left hand side of the window. Click on the "Advanced" menu option. In the right hand side of the dialog box click the "Always Accept Cookies" option and then click on the "OK" button to accept the change and close the dialog box. Cookies should now be enabled.

    Netscape 6 Users
    From your browser window click on the "Edit" menu at the top of the browser, scroll down and highlight the "Preferences" menu item. This will bring up a dialog box with a menu cascading down the left hand side of the window. Click on the "Privacy & Security" menu option. This should expand the menu. Click on the "Cookies" menu option. In the right hand side of the dialog box click the "Enable all cookies" option and then click on the OK button to accept the change and close the dialog box. Cookies should now be enabled.

    Netscape 7, 8 and 9 Users
    From your browser window click on the "Edit" menu at the top of the browser, scroll down and highlight the "Preferences" menu item. This will bring up a dialog box with a menu cascading down the left hand side of the window. Click on the "Privacy & Security" menu option. This should expand the menu. Click on the "Cookies" menu option. In the right hand side of the dialog box click the "Enable all cookies" option and then check the box "Limit maximum lifetime of cookies to:" and select "current session". Click on the OK button to accept the change and close the dialog box. Cookies should now be enabled.

    AOL 7.0 Users
    From your AOL menu, click on the "Settings" menu, scroll down and highlight the "Preferences" menu item. This will bring up the "Preferences" window. Click on the "Internet Properties (WWW)" hyperlink. This should open a new dialog box. Click on the "Privacy" tab. Move the slider so it is NOT set to "Block all cookies". Click the "Advanced" button and check "Override automatic cookie handling". Check "Always allow session cookies" and click on the OK button. Click the OK button that now is in focus to accept the change and close the dialog box. Cookies should now be enabled. Google Chrome Users Mozilla Firefox Users Apple Safari Users

  • I'm getting a "Page cannot be displayed" error, what do I do?
  • Internet Explorer Users
    From your browser window click on the "Tools" menu at the top of the browser, scroll down and highlight the "Internet Options" menu item. This will bring up a dialog box with a number of tab buttons at the top. Click on the "Advanced" tab. Scroll down within the window until you've reached the "Security" section. Check the "Use SSL 2.0" and "Use SSL 3.0" checkbox. Then click on the OK button to accept the change and close the dialog box. The SSL security setting should now be enabled. If it doesn't work, repeat the above step again and also check "Use PCT 1.0" and "Use TLS 1.0" check box.

    Netscape 4 Users
    From your browser window click on the "Security" button at the top of the browser. This will bring up a dialog box with a menu cascading down the left hand side of the window. Click on the "Navigator" link option. In the right hand side of the dialog box click the "Enable SSL (Secure Sockets Layer) v2" and "Enable SSL (Secure Sockets Layer) v3" option and then click on the "OK" button to accept the change and close the dialog box. The SSL security setting should now be enabled.

    Netscape 6, 7, 8 and 9 Users
    From your browser window click on the "Edit" menu at the top of the browser, scroll down and highlight the "Preferences" menu item. This will bring up a dialog box with a menu cascading down the left hand side of the window. Click on the "Privacy & Security" menu option. This should expand the menu. Click on the "SSL" menu option. In the right hand side of the dialog box click the "Enable SSL version 2" and "Enable SSL version 3" option and then click on the OK button to accept the change and close the dialog box. SSL security setting should now be enabled.

  • I'm getting "The identity certificate uses an unknown signature algorithm" error, what do I do?
  • This issue occurs when using a Mac and Internet Explorer version 4.5 or below to access the secured part of our website (Signup/MyAccount). To correct this issue, upgrade to a web browser with support for newer encryption technology, Microsoft Internet Explorer 5 Macintosh Edition from the Microsoft web site (). Newer versions of other browsers will correct the problem as well.

Limitations, Problems & Technical Issues

  • I signed up for auto-recharge, but it did not work. Why?
  • New Pingo accounts must be active for at least 36 hours before the auto-recharge process will be initiated or to process a manual recharge to your account. If you need assistance, please contact Customer Service at 1-888-878-8838.

    Please make sure that the expiration date on your credit card is valid. If you credit card has expired, please process a manual recharge transaction with the new expiration date and CVV digits to update the payment information on your Pingo account.

    You might also want to check that credit is available (i.e. you are not over your credit card's credit limit), and that nothing else, such as your billing address, has changed. If so, please update the billing information and enter a manual transaction to charge your credit card. This will update the payment information on your Pingo account . If you continue to have problems recharging or updating your credit card information, please contact your bank first, to make sure there are no pending issues with your card prior to contacting our Customer Service department.

  • My account has been closed, but I don't know why.
  • Pingo does not actively close accounts unless we believe there is a potential issue, such as fraudulent use of a credit card, identity theft or a violation to the Terms and Conditions. We take your security seriously!

    If we suspect that an account may have been breached, or created under fraudulent pretenses, or used a stolen credit card or PayPal account, we will actively close the account as a precautionary measure and a notification will be sent to you via email.

    If you would like additional information or assistance, please send an email to or contact our Customer Service Department at 1-888-878-8838.

  • I signed up... Should I have received any information from you?
  • You should have received a confirmation email message from Pingo shortly after signing up. If you have not received an email, first try logging into your account on the Pingo.com website using your account number and PIN. If you are successful, then you can be assured that your account has been created. You can review your profile information in the Member's Area using the Edit Profile option to ensure all of your information is correct.

    If you did not receive an email, it could be for one of the following reasons:

    • Your email program on your computer has blocked our email, suspecting it to be "Spam" or "Junk Mail". Please check your "Junk Mail" or "Spam" folder to see if this email was filtered. If so, please list our email address as being acceptable, so that we can continue to communicate with you. Follow the instructions in the email to complete the signup process.
    • If you entered an incorrect email address during the signup process, it is very unlikely you would have received the confirmation email. You will not be able to log into your account with your Account Number and PIN. Please contact Customer Service at 1-888-878-8838 for assistance.
    • For some reason, your sign up was declined by your credit card company. This could be due to issues related to your credit card. Please check with your credit card company for any issues, or attempt to signup again using a different credit card or payment method. Unfortunately, our Customer Service representatives are not provided with any information from your credit card company should your credit card be declined due to current privacy laws governing credit card transactions and disclosure of private information.
  • Sometimes I get a message that my "account is in use". What do I do?
  • On occasion, your most recent call may not be terminated correctly. Therefore the account will stay "in use" for a period of time, until the system recognizes that your previous call has ended. You can either wait, or contact customer service directly and they will reset your account (end the call) for you. Rest assured that the system does not charge you for this time if this problem occurs.

  • I sent an email to customer service, but have not yet heard back.
  • As stated on the contact page, we will respond to emails within 48 hours. For immediate assistance, customers in the U.S. and Canada can call Customer Service directly from 10:00AM to 12:00AM Midnight EST daily (except for major holidays) at 1-888-878-8838.

    Please have your account number and personal information handy in order for our Customer Service representatives to better assist you

  • Calling Pingo Local Access Numbers from Magic Jack™.
  • Pingo local access numbers might not work from Magic Jack™ however Toll-free should be able to work. You may hear a message similar to "You need to prepay to call conference lines...". Should you hear this message you will not be able to use your Pingo account and a local access number with your Magic Jack™ device. While we wish to have a better outcome for this issue, and as Pingo had worked in the past with Magic Jack™, we do not have any immediate solution to this issue in the interim except to use Pingo's Toll-Free access number to place your call. We apologize for this inconvenience.

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