» 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. 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!
    • 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!

  • 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 "Enable 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
    • Your account balance will be topped-up by the amount you recharged
    • 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.

    Please Note: 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
    5, 10, 15, 20, 25, 30, 50, 100
    Platinum
    10, 15, 20
    5, 10, 15, 20, 25, 30, 50, 100
    Diamond
    10, 15, 20
    10, 15, 20, 25, 30, 50, 100
    Mega
    15, 20
    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 created and that you have a positive balance. 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 10-digit 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 (1) 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.

    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 January 23, 2018, 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 I have questions regarding Pingo Calling Plans, my Account or Calling 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
      10 Maguire Road, Bldg. 3
      Lexington, MA 02421 USA

  • 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 in any correspondence.

    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.

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!
    • 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!
  • 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 or Family Members?
  • With Pingo Business 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 SMS OTP verification process or Phone Call verification process. It is entirely up to our automated decision making system as to what verification process your account will fall into - SMS or Phone Call.

    SMS/Phone-Call verification Process. 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 receive an SMS message with a 6-digit validation code, or a phone call to announce the 6-digit code, which you will need to enter into the Validation Code field on the sign up form. Click the “Submit” button after you enter the correct validation code and your Pingo.com account will be created. You will see a summary of the account details, including account number, PIN, email address and calling plan. You can add a payment method to your account at this time, or you can close the window and return to it later by logging into the Member’s Area section with your Username and Password.

    Username and Password. Your Username is the email address you provided when setting up your new Pingo.com account. Your Password is the password you created during the sign up process. Passwords must be at least 8-characters in length, are case sensitive

    If you forgot your Password, click on the Forgot Password link and an email with a Reset link will be sent to the email address used to create the Pingo.com account. Follow the on-screen instructions to create and save a new password. To confirm access, log into your Pingo.com account with your Username and new Password.

    Account Use. Your Pingo.com account will be ACTIVE but will not have a balance until you ADD A PAYMENT METHOD and PERFORM A RECHARGE. You need a positive balance in order to make a phone call.

  • How do I add a payment method to my Pingo account?
  • You can add a payment method by logging into your Pingo.com account with your Username and Password and selecting the Recharge menu option from the navigational menu.

    Follow the on-screen instructions and complete all required fields. When you are ready, click on the “I’m All Set” button (once!) which will initiate adding the payment method to your Pingo.com account and recharging your balance. When the processing is completed, you will receive a Thank You page confirming the recharge was successful. If adding the payment method was not successful, your card will not be charged and we will present a summary. You can try again with a different payment method.

    Any pending authorizations will be released within 1 – 3 days automatically. If you need to make an urgent call, please contact Customer Service Department at 1-888-878-8838 for assistance.

Account Information

  • How do I Log In to the Member’s Area section of the website?
  • Once your new Pingo.com has been created, click on the Log In or Member’s Area button on the Pingo.com website. Enter your USERNAME, PASSWORD and the CAPTCHA phrases and you will be brought to the main Member’s Area dashboard.

    You can view your account details, balance, recharge your account, add PINpass numbers, add Speed Dial entries and update your credit card in the Member’s Area section of the website.

    It is always a good idea to Log Out of your account after each visit to ensure the session is terminated properly. For your security, we will time-out your session after (10) minutes of no activity on the page.

  • How do I recharge my Pingo.com account?
  • You can recharge your Pingo account either by logging into the Member’s Area section and selecting Recharge from the navigational options, or by calling an access number, authenticating and pressing the “*” star key to access the Recharge over the Phone menu. You must have completed at least one successfully recharge over the WEB before you can utilize the Recharge over the Phone. The default amount for Recharge over the Phone will be the last amount you recharged over the WEB.

    WEB Recharge. Select “Recharge” from the Member’s Area navigational menu. Click the Manual Recharge button, select the amount you would like to recharge and enter any coupon code, and click the SUBMIT button. The system will process your request and confirm the recharge with a Thank You page. If the recharge was unsuccessful, you can try again or change the payment method.

    Phone Recharge. Dial any Pingo access number. Authenticate using your Account Number and PIN or call from a PINpass registered phone. At the prompt, press the “*” star key to access the Recharge over the Phone menu. The system will announce the amount that will be recharged. Press 1 key to confirm; Press 2 key to cancel. The system will confirm if the recharge was successful and the last four digits of the card used to make the recharge.

    Auto-Recharge. Pingo can automatically recharge your account if it falls below $5.00 by setting Auto-Recharge to “Enable”. Simply check the box to “ENABLE AUTO RECHARGE” and set the amount and frequency you would like to recharge your account per month. Each time your balance dips below $5.00, Pingo will recharge your account for the preset amount up to the number of times per month you preset.

    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.

    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.

    Each time a recharge has been completed on your Pingo.com account, you will receive a confirmation email from Pingo.com. Please ensure Pingo.com is added to your trusted contacts or whitelisted to ensure receipt of these important notifications.

    New Pingo.com accounts must be active for at least (36) hours before a Manual Recharge or Auto-Recharge process can initiate a recharge. If you need assistance, please contact Customer Service at 1-888-878-8838.

  • How do I change my PIN?
  • Pingo.com randomly assigns a 4-digit PIN to your Pingo.com account. To change your PIN, Log into your Pingo.com account using your Username and Password. Choose the "EDIT ACCOUNT INFO" option from the navigational menu in 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?
  • Pingo.com creates account numbers based on the information you provide during the signup process. If for valid reason, you need to change your 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
    10 Maguire Road, Bldg. 3
    Lexington, MA 02421 USA


  • 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. If you add or delete a phone number from your PINpass listing or add a new Speed Dial entry, we will send you an email to confirm a change has been made. 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 to I change the name on my Pingo.com com?
  • 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
    10 Maguire Road, Bldg. 3
    Lexington, MA 02421 USA

    We can fix simple mistakes in your name, but for significant name changes, we require appropriate documentation (for example, state issue Marriage Certificate, Divorce Decree or other relevant documents) in order for us to change the name on your Pingo.com 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! 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 10-digit 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, 855 and 844) 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 10-digit account number and 4-digit 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.

    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.

  • Can I make calls from countries other than the United States?
  • Yes! You can use your Pingo account, as well as share it with friends and family in many countries! 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 prompts.

    Friends and family in many countries around the world (including the 30 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 .

    Pingo works best for international calling from one country to another. It is not intended for inter- or intra-state calling in the United States, or inter- or intra-provincial calling in Canada, and may not work properly. Pingo offers no contract's with a 100% call quality guarantee, so a refund can be provided if you experience an issue making calls or if you cannot use the service for your intended calling needs.

    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.

    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).

  • 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 and 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, please review the Terms and Conditions of Use for Pingo.com or check current rates at Pingo.com.

  • What are the current monthly Pingo Calling Plan Enrollment Fees?
  • The current Pingo Calling Plan Fees as of January 23, 2018 are:

    • 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 Username, Password and CAPTCHA security code. 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 and North Carolina (additional states are pending).

Offers and Promotions

  • I referred a friend to Pingo, but did not receive credit - why not?
  • 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.

Pingo Mobile App

  • How do I sign up?
  • Download the Pingo Mobile Application from the App store, complete the authentication process, and create an account with your email address and a password. All new Pingo Mobile App users will receive a USD 2.00 Thank You Bonus just for installing the App!

  • What permissions will I be asked to allow access?
  • The Pingo Mobile Application will ask your permission to Allow Notifications (this will ensure the validation code can be sent to you), Contacts (so you can use your phonebook in the App), Microphone (so you can use the phone and have a two-way call), Location (to determine if Roaming Guard is needed) and Photo Library/Camera (if you want to send a picture message). Tap on the “Allow” option in the on-screen notifications to grant the App access. You can also toggle these on/off in your native devices settings for the Pingo Mobile App.

  • How do I validate my mobile phone number with Pingo?
  • Our Mobile App is utilizing a validation process that will ensure that the mobile phone used to make calls is registered properly to your Pingo.com account. You will be prompted to enter a 6-digit Validation Code during the validation process. Successful validation will enable you to establish a new, or log into an existing, Pingo.com account.

    If for some reason you did not receive the validation code, click on the RESEND button to send you a new validation code. If that does not, try clearing the App from your phone’s memory and/or restarting your mobile device.

  • How do I log into the App?
  • Log into the Pingo Mobile App by using your Pingo User ID and Password. Your User ID is the email address on record with your Pingo account. Your Password is the same password used to access your account on the Pingo.com website. Passwords must be at least 8 characters in length and is case sensitive.

  • What if I forgot my password?
  • You can start the Password Recovery process by clicking on the “Forgot Password” link on the main Log In screen. You will be sent an email with a link and instructions on how to reset your password and log into the Application.

  • How long is the password reset link good for?
  • The password reset link is only valid for (2) hours.

  • How do I make a call using the Pingo Mobile App?
  • Making a call using the App is easy! Once you are in Pingo Mobile App:

    • You can start a call by using the Keypad
    • You can start a call by tapping the CALL icon within a Contact
    • You can start a call from the Recent calls screen by pressing the Contact itself

  • What’s the best way to connect a call using the Pingo Mobile App?
  • Calls can be made using any of three Call Connection Methods: WiFi, Mobile Data and Minutes.

    • WIFI: Using WiFi will save you from using your Minutes and Data available on your cellular calling plan, and enables you to make calls where cellular service is spotty or poor. Also, WiFi is a good choice if you are out of your home network or out of country.
    • Mobile Data: Using Mobile Data is a good choice if no WiFi is available. This option is great for users with unlimited data plans.
    • Minutes: Using Minutes (currently available only in USA) is a good choice when Mobile Data or WiFi is unavailable. When using Minutes, the App will initiate a call using your native dialer. Using Minutes will deduct from your airtime minutes with your native mobile carrier. Pingo is not responsible for any charges you incur from your native carrier for international calls, additional airtime minutes or roaming charges or fees.

    By default, the Pingo Mobile App uses WiFi to place a call. Depending on the service coverage and availability in your area or location, you may need to toggle through the Call Connection Methods to ensure you have a strong enough signal to make a call.

  • How do I END a Call?
  • To END a call in progress, click the Red Phone button on the call in progress screen. This will end the call.

  • Can I call more than one person at a time?
  • Unfortunately, No. The Mobile App only allows calls to one person/Contact at a time. If you attempt to make a conference, or bridge two calls together, you will hear an error message and the call in progress may be terminated.

  • Why is the App asking to use my Location?
  • Pingo Mobile App will uses your location to enable Roaming Guard feature. This feature will ensure WiFi ONLY calls when you are out of your home network.

  • How do my Contacts need to be saved?
  • It is best to make sure that your Contacts are uniformly formatted – that is, all Contacts are saved with both the Country Code and Phone Number as the phone number. Contacts in the United States and Canada should start with country code 1 and the area code. NANPA Countries (i.e. Jamaica, Dominican Republic) should start with + and the country code.

    For example:

    • For example, you have a Contact from India. You would save their phone number in your Contacts as: +91##########.
    • For example, you have a Contact from Jamaica. You would save their phone number in your Contacts as: +1876#######.
  • How am I amble to tell if a Contact is also a Pingo Mobile User?
  • Once you have authorized the App to access your Contacts, it will be synchronized in real time. Pingo Mobile App will identify any of your Contacts that are also a Pingo Mobile subscriber by placing the Pingo Mobile icon next to the Contact Name.

  • Do I have to manage two sets of Contacts – one for the App and one for my Native device?
  • No! Once you have authorized the App to access your Contacts, it will be synchronized in real time. Any newly added Contact or change that you make to a Contact in your Native device, will be synchronized to your Mobile App Contacts. Any newly added Contact or change that you make to a Contact in the Mobile App, will be synchronized to your Native contacts.

  • Is there a charge for sending Messages using the Mobile App?
  • Messaging is completely FREE between Pingo Mobile App subscribers! However, the Mobile App does not support sending Messages outside of the App. Refer your family and friends, and enjoy FREE messaging when they install the Pingo Mobile App on their mobile device.

  • How do I send a Message?
  • Tap the Messages icon within App. Next, tap on the New Message icon. Type in the phone number or contact name you want to send a message to and begin typing your message in the New Message field. To send your message, tap the “Send” button. Remember, Messaging is only available between Pingo Mobile App users. Look for the Pingo Mobile App icon to ensure you can send your Contact a Message.

  • Can I send pictures or use emoji in my Message?
  • Yes! You can add pictures and emoji to your Message similar to the way you would in your native messaging and by allowing Pingo Mobile App to access your Photo Library/Camera. Select the picture you would like to include in your Message and click the “Send” button.

  • How do I access the MORE menu?
  • To access the MORE menu, look for the icon that has (3) dots in a row. This will bring you to the “More” menu, where you can view your Profile, Recharge your account, View Calling and Billing Histories, Settings Menu, View Rates and Help menus.

  • How do I RECHARGE my account in the App?
  • Recharging your account is easy! First, you need to make at least one recharge from the Member’s Area section of the Pingo.com website. If you have not added a payment method to your account yet, please visit www.pingo.com and start the process today.

    After your first successful recharge over the web, the Mobile App will unlock the Add Funds/Recharge screen where you will be able to recharge your balance by $10 or $30, using the payment method you have on file with Pingo.com. Simply tap on the amount you want to recharge and confirm by tapping the green Recharge button. You will see a processing icon and whether or not the transaction was successful. Your balance will be increased by the amount you recharged and you are ready to go with your calls..

    You can view all of your recharges in the Billing History screen in the Mobile App, or the Member’s Area section of Pingo.com. All transactions are synchronized between the App and the website.

  • Where can I view my Account Number and PIN?
  • You can view your Account Number and PIN by selecting the Profile menu option in the MORE menu (look for the icon that has 3 dots in a row for the MORE menu).

  • Can I make calls outside of the Pingo Mobile App?
  • Yes! You can make calls outside of the Pingo Mobile App by using a Local or Toll Free access number. You will need to use your 10-digit Account Number and 4-digit PIN if you are prompted to enter it when making a call using an unregistered landline or mobile phone.

  • Where can I change my Password?
  • You can change your Password by selecting the Profile menu option in the MORE menu. Tap the EDIT button, enter your old password, your new password and reconfirm the new password, and tap SAVE button. All passwords must be at least 8 characters in length. You will need to use the new password the next time you log into the App or into the Pingo.com Member’s Area. You can strengthen your password by using a combination of lowercase and uppercase alphabetic characters, numbers and symbols.

  • Where can I view my Billing History?
  • You can view your Billing History by selecting the Account/Billing History menu option in the MORE menu.

  • Where can I view my Calling History?
  • You can view your Billing History by selecting the Account/Calling History menu option in the MORE menu.

  • Does the App have a Log Out option?
  • Yes! Should you need to Log Out of the Pingo Mobile App, tap on the Account/Log Out menu option in the MORE menu. Confirm you want to Log Out and the App will terminate your session and bring you to the main Log In screen. To Log In, enter your User ID and Password and tap the Continue button.

  • Where can I view your rates in the App?
  • You can view calling rates by selecting the View Rates menu option in the MORE menu. Enter the country name or select the first letter of the country from the menu on the right margin. Locate the country you want to call and tap it. Calling rates for all routes will be presented on the screens for each calling plan. Simply swipe left or right to view the rates in USD and estimated number of minutes based on a $10 balance.

  • Where can I change my Call Connection Method settings?
  • You can change your Call Connection Method settings by:

    • Tapping the blue ribbon on the Recent screen
    • Tapping the Connection Setting on the Keypad screen
    • Selecting the Call Connection Method menu option in the App Settings menu, in the MORE menu, and toggling the settings on or off
  • Can I change the sounds of an incoming Message?
  • Yes! You can change the sounds for an incoming Message by selecting the Sounds menu option in the App Settings menu, in the MORE menu. You may select from a variety of different sounds preloaded in the Pingo Mobile App to personalize the sound of the incoming Message.

  • Can I LOCK the App?
  • Yes! The Pingo Mobile App can be locked by using the Security PIN feature. Select the Security menu option in the App Settings menu, in the MORE menu. You will be asked to assign a 4-digit Security PIN to unlock the App when the feature is turned on. If the feature is “ON”, each time you close the App, you will be required to enter the 4-digit Security PIN to “UNLOCK” the App. You can always turn this feature “OFF” by toggling the ON/OFF switch.

  • Can I get lower rates?
  • Yes! Pingo Mega Calling Plan has the most aggressive rates. You can compare the rates for all Calling Plans in the Pingo Mobile App or by visiting Pingo.com.

  • Are there any contracts or hidden fees?
  • No and No! There are no contracts or commitment terms with Pingo. The rates you see are the rates you will be charged and nothing else – no connection fees, no fine print, no gimmicks! Just sign up, dial and save!

  • Can I contact Customer Service using the App?
  • Yes! You can contact us by sending us an email or by calling directly to our Customer Service team. You can begin the process by selecting the Contact Us option from the Help menu option, in the MORE menu. For speedy service, select “Send a Message” to complete the email form to send a question to Customer Service – a member of our customer service team will get back to you with a reply within 24 hours.

    You may also Contact Us by Phone. Select the Contact Us by Phone option, which will initiate a live call to our Customer Service department. Customer Service is available between 10AM and 6PM ET, 7 days a week, 365 days a year. They can be reached by calling +1 888-878-8838 from the United States, or by using the App with WiFi Call Connection Method.

  • Can I earn free calling time for referrals?
  • Yes! You can earn a referral bonus for each new user you refer to Pingo.com. Select the Refer-A-Friend menu option from the MORE menu. Choose SMS or Email, select the Contacts that you would like to refer, and your friends will be provided with a unique referral link that they can use when subscribing to Pingo.com and a payment method is added to their account. You will earn USD 5.00 for each new subscriber with a payment method added to their account, and there is no limit to the amount you can earn!

  • I am getting an error message, what should I do?
  • Something could be wrong with the App, the routing, the service or your account. If the issue continues, please take a screen shot of the error, or make a note of the error message you are hearing on the call, and contact Customer Service for assistance. The more information you can provide, the better chances of troubleshooting and resolving your issue.

  • How much mobile-data does a call from the App consume?
  • We estimate between 320kb to 875kb of mobile data is consumed for each minute of a call. So a 10-minute call will consume between 3.20MB and 8.75MB of data, give or take a few MB.

  • Can I use Pingo Mobile App with Bluetooth?
  • Yes! While your call is in-process, tap the Bluetooth option to enable the signal to be sent to a Bluetooth enabled receiver in your home or car. This makes hand’s free calling very convenient with the Mobile App.

  • The App frozen or is locked up, what should I do?
  • Technology is never perfect and we do our best to clear out all of the bugs… however, if the App is locked up or frozen, the best thing to do is try to exit the App by pressing the HOME button on your mobile device. It is also recommended that you double-tap the HOME button and clear out the App from the memory cache by swiping it out of your device’s memory. You may also try restarting your mobile phone. Another trick is to delete and reinstall the App from your mobile device. You will be required to perform the OTP (One Time PIN) validation process, and asked to log in with your User ID and Password to gain entry to the App.

    After completing these suggested actions, try re-entering the App. Hopefully this solves the problem. If not, please send a message with a description of the issue, along with your contact information and any screen shots, to .

    We encourage to keep your mobile device OS and App version updated to the latest releases, to take advantage of any bug fixes, performance updates and newly added features.

  • What Operating Systems (OS) will the Pingo Mobile App work with?
  • Any mobile phones using Apple OS version 11.x and above and Android OS version 6.x (Marshmallow) and above.

  • What countries can I use the Pingo Mobile App from?
  • You can use the Pingo Mobile App from any country that does not block or prohibit VoIP calls.

  • Will the Pingo Mobile App work with my tablet?
  • Currently, no, but it is in the works to expand availability to many commonly used tablets in the future.

  • Which phone numbers can I call with the Pingo Mobile App?
  • ingo Mobile App can be used to make calls to any phone number (landline or mobile) in the world.

    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 the sign-up process - please check to make sure you are connected to the Internet and try again
      • You may not be using an updated Internet browser - please download (or update) your Internet browser to Internet Explorer 11, Google Chrome, Apple Safari or Mozilla Firefox to ensure the best user experience with the Pingo.com website and signup process.
      • You may not have 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 - look for the messages in red. Please make the necessary corrections and resubmit your request.
      • Make sure you have read and accepted the Pingo.com Terms and Conditions and Privacy Policy when signing up - if you do not accept the Terms and Conditions and Privacy Policy, we are unfortunately unable to create a Pingo.com account.
      • 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.
      • Ensure you have entered the correct CAPTCHA security words in the field provided. Our system checks to make sure the Username, Password and CAPTCHA security words are all correct before enabling access to a Pingo.com account.
      A few other thoughts on why you might be having trouble signing up or adding a payment method:
      • Please make sure that the billing address of the credit card exactly matches the address you have on file with your credit card issuing bank. Failure to exactly match this information will result in a declined transaction, 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 have daily purchase limits.
      • If you are using an international credit card account, your Pingo.com sign up request 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?
    • Refer to the "I am having trouble signing up ..." section 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 obtaining 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 Username, Password and CAPTCHA security code combination: Go to Pingo.com home page. Click on the top right corner to log in. Enter your Username, Password and CAPTCHA security code. If you have forgotten your Password, please click on the Reset password link to receive an email with a link to reset your password. 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, phone number, account number and email address used for you Pingo.com 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, Mozilla Firefox and Apple Safari all have different security settings). Check your browsers security settings to ensure the Pingo.com website will be able to load properly. Pingo.com uses Comodo SSL encryption technology to ensure transactions are safe and secure when information is transmitted over the Internet.
      • Closed Account: If your Pingo.com account is closed, you will not be able to log in using your Username and Password. Please contact Customer Service for assistance at 1-888-878-8838 or send an email to with your name, phone number, account number and email address used for you Pingo.com account and request to reopen your account.
    • What do I do if my browser will not load the Pingo.com website (or allow the session)?
    • There are some reasons why this will happen:

    • Cookies may not have been enabled in your browser - please refer to your Internet browser's support page for up-to-date information on "how to allow websites to set cookies" in your selected Internet browser, or
    • Your Internet browser may need updating to the latest version. To update your browser to the latest version, click on the link below for your respective Internet browser:

    • Google Chrome: https://support.google.com/chrome/?hl=en
      Mozilla Firefox: https://support.mozilla.org/en-US/products/firefox
      Internet Explorer: http://windows.microsoft.com/en-us/internet-explorer/internet-explorer-help
      Apple Safari: https://www.apple.com/support/mac-apps/safari/

      Also, make sure you have a working connection to the Internet.

    • I am getting a "Page cannot be displayed" error, what do I do?
    • Make sure your Internet browser's SSL is enabled - Update your Internet browser to the latest version and please refer to your Internet browser's support page for up-to-date information on "how to enable SSL" in your browser version.

      Google Chrome: https://support.google.com/chrome/?hl=en
      Mozilla Firefox: https://support.mozilla.org/en-US/products/firefox
      Internet Explorer: http://windows.microsoft.com/en-us/internet-explorer/internet-explorer-help
      Apple Safari: https://www.apple.com/support/mac-apps/safari/

      Also, make sure you have a working connection to the Internet.

    Limitations, Problems and Technical Issues

    • I enabled 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 Username and Password. 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 sign-up 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, when should I expect to hear from them?
    • Customer Service will respond to emails sent within (48) hours. For immediate assistance, customers in the U.S. and Canada can call Customer Service directly at 1-888-878-8838 from 10:00AM to 12:00AM Midnight EST daily (except for major holidays).

      Please have your account number and personal information handy in order for our Customer Service representatives to verify your identity and 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."

SSL