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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.

* Please select a topic from the menu on the left.

    About Pingo®

  • What is Pingo?

    • 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 hidden charges - no connection fees or disconnection fees, just a nominal monthly service charge - what you see is what you pay.

    Account Information

  • How do I add credit to my account (PIN)?

    • Log in using your Account and PIN #. Click on the "RECHARGE" link in the Members' Area. Select the amount you want to charge to your account, or you can also select auto-recharging at that time. You can use the same functions to add credit to sub accounts and to set them up as auto-recharge accounts.

  • How do I change my PIN?

    • Log in using your Account and PIN #. Click on the "EDIT ACCOUNT INFO" link in the Members' Area. Enter your old PIN # and new PIN # then hit the submit button.

  • How do I change my Account Number?

    • You cannot change your account number at this time unless you cancel your account and open a new one.

  • I want to cancel my account. What do I do?

    • Naturally, we think you need to think about it some more. Just kidding, but we would appreciate feedback about why you are leaving, so that we may have the chance to win back your business. If you are dissatisfied with Pingo service for any reason, you may cancel your account at any time by contacting customer service, and no additional charges will be applied. If you cancel during the first $5.00 USD of usage of your account (your $5 signup bonus), Pingo will refund your entire initial signup amount. Pingo does not provide refunds once you've used more than the initial US $5.00 (or equivalent in other currencies). If you find yourself in that position, you're better off using up the rest of your balance before closing your account.

  • Will I get confirmation when I make changes to my account?

    • Yes. Confirmation will be sent out to our subscribers to enhance the security of their information. Account change confirmations will be received by e-mail or regular mail.

  • How do I change the name on my account?

    • All requests for name changes need to be in writing and sent to Pingo Account Verification 20 Second Ave. Burlington Ma. 01803. Please include copy of the appropriate documentation.
    (Examples of documentation: Marriage certificate, Divorce decree)

    Billing & Surcharges

  • Where's the small print? Are there any connection or disconnection fees with Pingo?

    • We don't hide behind any small print. As explained on the Pingo web site, the only fees other than the per-minute charges are a 98 cents USD per month account maintenance fee, and a mandated payphone surcharge of 65 cents USD for calls made from payphones and certain other public phones in the US, and up to 99 cents USD in other countries. Some calls placed from mobile phones outside the United States may incur an additional per-minute fee, which will be disclosed on the RateFinder. Please click here for Pingo's detailed .

    Depending on your service provider, 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

  • How does Pingo provide such low calling rates?

    • Thanks for asking! iBasis, the parent company of Pingo, 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. With an extremely efficient internet-based VoIP network, and constant effort to develop and negotiate the best connections all over the world, iBasis provides an inexpensive alternative for landline and wireless users to place domestic and international calls at the lowest rates per minute.

    Placing Calls

  • I signed up... what now?

    • Once your credit card or PayPal payment is accepted, you can begin using Pingo immediately! Unless you changed it during the sign-up process, your account number will be the same as your home phone number, and your PIN will be the 4 digit number you chose. Simply dial your local or toll-free access number (you can find all the Pingo access numbers on the Rates page). After the prompt, enter your 10 digit phone number followed immediately by your 4 digit PIN, and then enter your destination number (country code + area code + number).

    NOTE: If you are calling from your mobile phone, once you have reached the Pingo platform, do not press the "send" button on your phone after you dial your destination number. This would cause your call to go through your normal wireless provider, without using the Pingo service. Instead, press the "#" key which will tell the Pingo service to start calling the destination right away.

    NOTE: If you registered your home phone, mobile, 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.

    To place a call:

    1. Check the Pingo web site for the appropriate access number for the location you're calling from. Pingo offers toll-free and local access numbers in the U.S. and toll-free access numbers in 34 other countries.

    2. For all calls, including domestic and international long distance, when prompted, dial the destination country code + the destination number, followed by the # key. For example, if you're calling the U.K., dial 44 (the U.K. country code) + the number, followed by #.

    3. If you make a mistake while dialing, just press the * key to start over.

    4. When you are done, you can press # # to make another call, or simply hang up.

    *Note: Pingo cannot be used to call U.S. toll-free numbers (800, 888, 877, 866) or toll numbers (900, 411, 555-1212).

  • Why do I have to verify my new Pingo account?

    • Here at Pingo we take our customers' security seriously! As a result we'd like to ask you to just take one more step prior to using your Pingo account.

    New Sign-ups - Account Verification Instructions:

    All new sign-ups are requested to verify their account with us. We ask that you contact us via email within 48 hours of your sign-up so that we may fully activate your account and you can enjoy the advantage of calling with Pingo.

  • How do I contact the Verification department?

    • In order to verify your account and have it approved for full use, please contact us via email and provide the first 4 digits of your Pingo.com account and your Pin Security Answer.

    Email: .

    Thank you for supporting us in protecting your security.

  • Can I make calls from countries other than the U.S.?

    • Yes, you can. 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. Then, dial the destination country code + city code + exchange, followed by the # key.

    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 .

  • Can I use Pingo to make calls from any state in the U.S.?

    • You can use Pingo to call from all of the states except Alaska. Unfortunately, access from Alaska is prohibitively expensive, making it unfeasible for us to provide the Pingo service from that state. Pingo is available in all other states.

  • Is there anywhere that I can't make an International call too?

    • Unfortunately, it's unfeasible for us to provide the Pingo service to call the following destinations: Gamma in Guinea & Freetown in Sierra Leone, Taiwan Mobile Pager, Austria - Premium Numbers & Somalia.

    Features

  • 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 and Pingo will recognize you. You can set-up PINpass by logging in to the member's area and clicking the "PINpass" link. We recommend that customers DO NOT register phones in dormitories, hotels, offices, hospital rooms, or any other phones that are regularly shared with many other people.

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

  • Can I use Pingo from my cellphone?

    • 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 cellphone number as a PINpass recognized phone to take advantage of the added convenience, and that you disable international long distance service from your mobile carrier to prevent any additional charges. When using Pingo from your mobile, do not hit the "Send" button after dialing the number you intend to call. Just hit # to complete the dialing sequence.

  • I am interested in becoming a partner to resell Pingo. Who do I contact?

    • Pingo offers a very attractive affiliate program. For more information, click on the Affiliate Program link at the bottom of this page or email .

  • Can I use Pingo for my business? And what about accounts for my family members?

    • With you can create up to 999 sub accounts 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, and you can access call history for each account. You can decide which sub accounts should be auto-recharged and in what increments. It's great quality, savings, and control from Pingo Business!

  • How do I create sub accounts for my family members or business associates?

    • First create a Pingo account by going to our Sign Up page. Once you have created that account, you can easily create sub accounts by logging in and going to the Pingo Member's Area. From there you can create new sub accounts and change the settings on existing sub accounts. You can even transfer funds from one sub account to another.

  • 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, only to new Pingo accounts created with a $20 sign up.

    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. 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 register.

    Of course, if they are already a member they cannot be referred twice.

    If you believe your friend followed the directions correctly, and you still did not receive your credit, please email us with your account number, your friend's name and account number, and date and approximate time when they signed up. 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 coupons and promotional codes?

    • From time to time Pingo and its partners offer special promotional discounts and bonuses to encourage Pingo sign-ups, usage, referrals, and the like. Each promotion has a code that is provided to recipients of the offer. Entering that 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 enter your sign-in information. Information about your discount will appear on the left side of the page. 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 page. Bonuses differ from discounts in that they are automatically added to your account if you meet the criteria for earning those bonuses. For example, a $2 Sign-up or Recharge discount would result in an order for $20 worth of Pingo time only costing you $18, while a $2 bonus would result in your $20 order expanding your account balance by $22.

    Combining Offers:

    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, and will be detailed on the left side of the sign-up page. 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'd 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, or if it has expired. Some coupons may be limited to one use 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.

    Website Errors

  • I am having trouble signing up...

    • There may be a few reasons that your transaction was not successful. One reason may be due to the high number of people recharging/signing up simultaneously. With the high volume of people trying to recharge/sign up, sometimes our system cannot handle the traffic, resulting in a declined transaction.

    If you are using a credit card (rather than PayPal), please make sure it's a valid American Express, MasterCard, or Visa card. Also, please make sure that the billing address of the credit card matches the address you entered when you opened your Pingo account. Failure to exactly match this information will result in a declined transaction. Please contact your bank to make sure there is no issue with your card. Pingo allows only one transaction in a 24 hour period, so please wait at least a day before attempting your sign up again.

  • I am having trouble recharging...

    • 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.

  • I am having trouble logging in...

    • There may be a few reasons that your login was not successful. One reason may be due to your cookie settings. See "What do I do if my browser will not allow the session?" below to set your cookies correctly.

    Another reason that your login was unsuccessful may be due to the security setting on your browser (i.e Internet Explorer, Netscape, etc.).

    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.

  • 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?

    • Please make sure that the expiration date on your credit card has not passed. Be sure that credit is available, and that nothing else, such as your billing address, has changed. If so, please enter a manual transaction to charge your account, and revise the information. This will update our system for all future charges. If you still have problems, please contact your bank to make sure there are no issues with your card.

  • Why do I get an error when I try to open an account?

    • Currently we accept payment via American Express, MasterCard, and VISA credit cards and PayPal.

    Please make sure that the billing address you put into the Pingo sign-up form matches the billing address of the credit card you used. And be sure that your expiration date is correct, and that the Security Code, which is found on the back of your card, is correct.

    Also, you can only open one account per person. If you are trying to open a second account under the same name, or using the same credit card, you will not be allowed to.

    If you are still having a problem, contact your bank and ensure that there are no credit or other issues with your card.

  • My account has been closed, but I don't know why.

    • If you are having trouble logging into your account, please contact customer service for assistance.

  • 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 do not receive an email, it could be for one of the following reasons:

    1. You typed your email incorrectly when you signed up - please log in to the website with your account number and PIN and check your member profile.

    2. Your email program on your computer has blocked our email, suspecting it to be "Spam". (We'll get over it.) Please check your "junk" email 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.

    3. For some reason, your submission was not accepted. This could be due to issues related to your credit card. There's more about this in these FAQs.

    If you have not received an email, try logging into your account on the website using your account number and PIN. If you are successful, than you can be assured that your account has been created.

  • 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 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 4 hours. For immediate assistance, customers in the U.S. and Canada can call customer service directly at: 1-888-878-8838.

    Supported PC Configurations

  • What are supported browsers and platforms?

    • Supported Browsers: IE-6 or later and FireFox-2 or later Supported Platform: Windows XP (SP2) and Windows Vista

  • What are supported Java versions?

    • Pingo Phone requires Java 1.6 or later.

  • How do I ensure that Java 1.6 or greater is installed?

    • From a command line:
    (Start menu->All Programs->Accessories->Command Prompt), type: java -version followed by the enter key. You should see some text which will include something like "(build 1.6.0_02-b06)"; this number is the version of Java you are using. If you receive an error, Java is not properly installed.

  • I need more help, what should I do?

    • You can find more help by going to the Pingo Soft Phone Troubleshooting page.

  • What minimum bandwidth is required?

    • Minimum bandwidth requires to make a call is 33.3 kbps.

  • How much bandwidth will Pingo Soft Phone use when I'm on a call?

    • Pingo softphone will use 13.33 kbps when you are on a call.

  • What are minimum hardware requirements?

    • These are the minimum system requirements for using Pingo Soft Phone:
    - PC with Pentium 200MHz processor
    - 128 MB RAM
    - Windows XP (SP2) or abov
    - One of the popular web browsers (Internet Explorer or Firefox)
    - Full-duplex sound card
    - A good headset, a microphone and speakers, or a USB phone are recommended.
    - Please note that the more bandwidth you have, the better the sound quality will be on your calls.

  • Can I use the Pingo softphone without a Pingo account?

    • No, you have to sign up to use the Pingo softphone.

  • Does Pingo softphone work from a hotel?

    • Yes, Pingo softphone works from a hotel.

  • Is Remote Desktop supported?

    • No, Pingo Phone is not Remote Desktop supported.

    Installation

  • Why is there a "Warning - Security" pop-up?

    • This security warning is to inform users that the Pingo softphone 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 softphone is safe.

  • 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?

    • The first time, it will take time to load the softphone but next time it will load within a very short time. Also, please make sure that your PC hardware configuration and internet bandwidth meet the minimum requirement to run Pingo softphone.

  • 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 troubleshoot the Java-related problems with the following some general steps:

    Empty Your Browser's Cache:
    Internet Explorer: Select "Tools->Options", then click on the "Delete Files..." button under "Temporary Internet Files" Firefox: Select "Tools->Options->Privacy", then click the "Clear" button next to "Cache".


    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. What do I check?

    • - 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 good

    • Some speaker on cheap or old 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 etc

  • 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 good

    • Some microphones on inexpensive or older sound cards can produce a very low quality of sound. To get better audio quality and avoid echo you may use any headset, USB phone, any wired headset etc.

  • What do I do if double check everything but audio problem persists?

    • . Most (but not all!) notebooks have an 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 use any headset, USB phone, any wired headset etc;

    . We recommend you to install the latest updates of your operating system, sound and network drivers. You can get updates from the vendor website or just run the MS Windows update;

    . Normally you should hear Voice over IP speech better than using a land line or mobile telephone. A delay, an echo, sound drops, and a distortions show network or hardware problems.

  • 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 offline. For example you can look at some models listed at Amazon.com by clicking here.

    Network

  • Soft phone can not register, what do I do?

    • Please make sure that your corporate firewall bypass the listed IP and port to register pingo softphone and make call.

  • Soft phone shows 'Link test: Failed'. What do I do?

    • Please check your internet connectivity and try again the link test clicking on the "Network" button of Pingo softphone.

  • Link test shows bad quality. What do I do?

    • Wait a little while, then try again. If the problem persists, you have to make sure that you have minimum bandwidth (i.e., 33kbps) to make a call.

  • Link test takes too long?

    • Your network may have packet loss on the internet route due to a bad connection or a narrow or shared bandwidth. Please upgrade your internet connectivity and try again.

  • What are quality gradations in soft phone? What voice quality can I expect?

    • MOS
    Gradation
    4.34 ~ 4.50
    Excellent
    4.03 ~ 4.34
    Good
    3.60 ~ 4.03
    Average
    3.10 ~ 3.60
    Poor
    2.58 ~ 3.10
    Bad

    MOS: Mean Opinion Score (MOS) is a qualitative measurement of voice quality on a telephone connection. MOS scores range from 0 (pure noise) to 5 (perfect fidelity). MOS calcualtion depends on audio codec, packet loss, end-to-end delay, and jitter.

    Making calls

  • Dialing instructions

    • For all international calls please dial the destination country code + the destination number and press Call button. For example, if you're calling the U.K., dial 44xxxxxxxxxx.

  • What is 'Time left' indicator?

    • 'Time Left' indicator shows the remaining time of your balance according to the dialed destination rate.

  • Can I dial my speed dial number from soft phone?

    • Yes, you can create speed dial from speed dial section of Pingo softphone section.

    Call quality

  • Soft phone shows 'Status: connecting' and nothing happens

    • It could be sudden network down, heavy packet loss or delay network. Please refresh your page and start network test before make call.

  • Voice quality is bad during the call
    • Microphone / Speaker Problems: Please run the audio test to make sure that your selected microphone/speaker are recording/producing good audio quality.
    • Network Problems: Please hangup the call and run the network test to make sure that your network quality meets the minimum requirement to make a call.
    • This may be caused by performing other bandwidth intensive activities while in a call. You may need to turn off any downloads that you are doing during the call. Also, heavy browsing may use up a lot of your bandwidth.
    • You may check that you do not have other CPU intensive processes running on your computer while in a call. If you have a slow connection and got the bad link quality status on the phone screen, please do not try to make call now.
  • I was not able to talk / hear anything, but was charged.

    • Connected calls may include calls reaching to voicemails and operator prompts in some cases. However you can call our customer services or e-mail us. If you have been charged wrongly and claim refund within 24 hours of making the call, we will investigate the issue and may refund calls where appropriate.

  • My call dropped in the middle. What happened?

    • This could be lack of card balance or sudden network difficulties.

  • I couldn't hear anything / one-way audio

    • The reason could be an old half-duplex sound card driver. Please upgrade it to a full-duplex one. (it should record and play simultaneously: to be sure try to run Audio-Tester).

  • I tune my speaker/microphone on the audio page, but volume appears high (low) during call

    • If you have multiple speaker/microphone installed in your pc/laptop 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 tune is set perfectly.

  • Remote party hears loud echo (callee hears his own voice)

    • Please check that speaker/microphone does not have any interference and is connected properly. Please make sure you have echo-cancellation enabled headset.

  • Remote party hears loud background noise

    • Please decrease your microphone volume and check whether remote party still hears loud background noise.

  • Remote party hears distorted voice

    • Please try recording yourself talking through your microphone, and listen to it. You can use the Audio Test to perform this test. 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, you may use any headset, USB phone, any wired headset etc;

  • Voice is choppy, speech fragments are missing

    • You may check that you do not have other CPU intensive processes running on your computer while in a call. This may also be caused by performing other bandwidth intensive activities while in a call. You may need to turn off any downloads that you are doing during the call. Also, heavy browsing may use up a lot of your bandwidth.

  • I am not satisfied with voice quality. Can I get a refund?

    • Normally connected calls will be charged according to the call rates no matter the voice-quality you are experiencing. However, you may contact with us or send email to claim for refund.

    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 allows you to call directly from your handset's contact list, call log, or speed dial, without having to dial access numbers or PIN codes. It does so by automatically identifying outgoing international calls and routing them via the iBasis platform. Pingo EZ Dial is compatible with a vast range of models, such as Blackberry, Windows Mobile, Nokia Symbian S60v3 & Palm phones.

  • What does Pingo EZ Dial cost?

    • Enjoy the benefits of EZ Dial application absolutely FREE as part of our introductory offer. We are waiving the regular price of $20. No cost to you.

    Depending on your service provider, 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.

  • Does Pingo EZ Dial expire?

    • The Pingo EZ Dial application does not expire. However, if you are using a prepaid account you will have to recharge your account once it is empty. In that case, there is no need to reinstall the application.

  • What benefits do I get if I use the Pingo EZ Dial service?

    • Pingo EZ Dial allows you to make low cost & high quality calls via the iBasis network, while maintaining great usability and no extra effort. You can make international calls from your Address book, mobile phone speed dial function (not Pingo Speed Dial), call log or keypad just like you would do normally and the application takes care of the rest. There is no need to dial access numbers or PIN codes.

  • Are Pingo EZ Dial calls done using VOIP?

    • Pingo EZ Dial calls are first routed from your mobile handset to an iBasis fixed line. Then, they are transferred using the iBasis VoIP network to achieve superb call quality.

  • Can I use Pingo EZ Dial outside USA?

    • Pingo EZ Dial is available in USA, Canada, UK, 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.

  • Is there a limit on how many calls or minutes I can use each month?

    • No, there is no limit to the number of minutes you can use. 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 most up to date list of smart phone brands and models can be found and also on the Pingo EZ Dial member's page where you can request an application download.

  • Do I need a Data Plan and ability to receive SMS for my phone?

    • Yes, you will require a data plan to install the application on your smart phone using the download link from the SMS message you will receive. You do not need a data plan to make calls using EZ Dial after you download the application.

  • How do I Sign-Up for Pingo EZ Dial?

    • There are two steps: 1) or account and 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 Reliance Express Dial or Packet 8 MobileTalk the Pingo EZ Dial will need to deactivate those dialers. They cannot work together at the same time on the same phone because they are trying to do the same thing.
    • How that affects usage
    • If you need to change the configuration of your EZ Dial client on the phone you can just go to the 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?

    • Sure, once you have completed the installation according to the installation guide, you can start enjoying the Pingo EZ Dial service immediately.

  • How do I uninstall Pingo EZ Dial?

    • Please refer to the installation guide above.

  • How do I upgrade Pingo EZ Dial to a new version?

    • Pingo EZ Dial users with Blackberry, Windows Mobile or Palm 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 data connection.

  • How do I temporarily disable my Pingo EZ Dial?

    • Open the application by clicking the Pingo EZ Dial. Set the 'Enabled' option to 'Off'. This will disable your application. To re-enable your application, simply change the 'Enabled' option to 'On'.

  • 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 PINpass list in your Pingo account.

  • 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.

  • How do I transfer Pingo EZ Dial to a new phone?

    • You do not have to transfer the application to a new phone. Simply send the Pingo EZ Dial application to any phone you need.

  • How do I make an international call using Pingo EZ Dial?

    • Just like making a 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.

  • 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. You can dial international numbers as if your plan allowed them, and Pingo EZ Dial will do the rest.

  • I already have an international calling plan. Will Pingo EZ Dial override this plan?

    • Yes. As long as Pingo EZ Dial is turned on, it will automatically route your calls via the iBasis network, therefore overriding your existing plan. If you want to place an international call using your mobile carrier's international service you will need to temporarily disable Pingo EZ Dial by setting the 'Enabled' option to 'Off'.

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

  • Can I review my Pingo EZ Dial calling history online?

    • Sure, calls made by Pingo EZ Dial are written into your handset's call log/history just like regular calls. (Note: If you are using a Palm/Windows Mobile Smartphone edition handset, your Pingo EZ Dial calls will not be captured in the call log. Instead, you will see a call to the Pingo EZ Dial access number). You will also be able to see a history of calls by logging into your Pingo account and looking at the Call History Page where calls made using Pingo EZ Dial have a small cell phone icon to identify them.

  • Will my cell phone company charge me for using Pingo EZ Dial?

    • Usually Pingo EZ Dial calls are local but you should check with your mobile carrier to see if the Access Number listed on the Pigo EZ Dial application on your phone will incur any charges.

  • How do I activate iPhone application?

    • Please click  to see the steps.

    Legal Note

    iPhone EZ Dial users:

    For Regular calls through your provider For 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 of 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.

    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 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.

    In Email verification process – once your signup process is done, you will receive an email with instruction which you need to follow in order for your account to be active. It is a mandatory process you have to follow. Sometimes it might take few hours to activate your account after you have replied to verification email, so please bear with us. You might see a pending transaction with your financial institution for sign up amount and still your account might not be active and 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.

    In Phone verification process – during your signup process you will need access to the phone number you have used in the signup form as the phone will ring and prompt you a 4 digit code which you will need to complete the process. If your account is going to be verified by phone, you will see the instructions during the sign up process which you have to follow to activate the account instantly. It is simple as that.

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