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Hello-Jade :: Frequently Asked Questions
Frequently Asked Questions
A. The most convenient way is to use our Home Page on the menu above by selecting the country you are calling from the pull down menu and pressing the search button.
Q. How do I actually use the cards?
A. First you dial the access number in the city you are in which will be provided with the phone card or email. After dialing this number you will be asked for your PIN number (also provided with the card or email) which you key in on your phone's keypad. At this point most cards will inform you of your remaining balance and ask you to dial the number you want to call just as you would any on any phone. ie:
Interstate Calls: Area code + Phone Number
International Calls: International Code (0011) + Country Code + City Code + Phone Number
For additional calls, do not hang up simply press # twice or * twice at the completion of your first call. The keys you need to press may vary depending on which card you are using but the card or the recorded message will tell you which key to press.
Q. How long before I receive my card or email with my PIN?
A. Your first order is usually posted to you. If you need your card URGENTLY to make a call, please call us on 1300 656 298 with your order number and we can email your PIN to you instantly. We usually post cards out to you within 24 hours of receiving your order. You should therefore receive your card within 1 to 3 days of making your order. If you do not receive your card in that time it will usually mean that we need to confirm something about your order with you but have not been able to contact you on the phone number you provided. After your first order any other orders you make will be delivered by email. We will usually email your phone card's PIN within 24 hours of receiving your order.
Q. Can I still save money on my phone bills if I use a mobile or cell phone to call overseas with these phone cards?
A. Yes. However, you will still be charged by your mobile phone's service provider for calling the phone card's local, 1300 or 1800 access number. eg: You have a Vodafone, Orange or Telstra mobile which charges 18 cents a minute to call the phone card's local access number and you want to call the UK which cost 4 cents a minute using a phone card - the total cost of your call to the UK using your mobile will be 22 cents per minute. 18 cents will be charged by your mobile service provider and appear on your mobile phone bill and 4 cents will be deducted from your phone card.
Q. What is the difference between 1800,1300 and Local call access?
A. Whenever possible you should usually try to use the local access number provided. Most cards usually have local access numbers in most capital cities in Australia. The local access number cost the same price as local calls i.e.: around 20 cents from a home phone or 40 cents from a payphone for each call. However, some cards may not cover all capital cities or you may be in a country area. In this case if there is a 1300 number provided you should try to use it. The additional per minute cost of using the 1300 number is usually cheaper than using a 1800 number but if you are calling from a payphone you will have to usually deposit coins into the payphone to use the 1300 number or if you are using a private telephone you will usually be charged the price of a local call. Please note that as phone card companies usually have different policies on 1300 and 1800 numbers the above are generalizations and there may be exceptions.
Q. What is this connection fee thing?
A. Some phone cards have a connection fee which is a once off charge to your phone card for each call you make. If you tend to talk longer on each call it may be worthwhile to buy cards such as Global Dial, The Australian, Rate Saver, Likom etc. that have a once off connection fee for each call. This is because these cards may have a lower per minute rate. If you tend to make shorter calls it may be worthwhile to buy cards with no connection fee eg: Tell Me, Hello, Ephone, Go Talk, Smart Link, In Touch etc. Each card's connection fee (if any) is listed on our web site.
Q. What other cost should I be aware of?
A. Some cards may also have an additional surcharge for calling mobile phones in overseas countries.
Q. Can I call more than one country?
A. Yes, you can phone as many as your card's credit limit will allow you to phone.
Q. Can I call from more than one country?
A. In some cases yes. As you look at the notes on each card on our search results page you will find out which cards can be used overseas. The rates do not tend to be a good as the rates offered to call overseas from Australia but they offer the convenience of being able to use one card in many countries. Some cards also offer a call back service to Australia where you can call Australia via toll free numbers from overseas.
Q. Might the rates change during the use of my card?
A. Most service providers of phone cards reserve the right to change their rates without prior notice. At Hello-Jade we try to update our rate tables, within a few days of being given official notification about these changes. We suggest that if you want the exact latest rates then you check these with the customer services number of the particular card in question. There is however no guarantee that rate will remain the same. We find however that rates changes are not frequent.
Q. Can I order and pay by post?
A. Yes. You should go as far as the credit card screen and then print your details (we suggest you also make a copy for yourself). You can either send us your credit card details using the form or send us a cheque. Please note that cheques should be made payable to Hello-Jade and marked not negotiable. We only accept Australian cheques.
Q. Do these cards expire ?
A. Yes. Cards tend to expire a certain number of days after first use. Typically this might be up to 6 months from first use. This information is usually provided on each card or on our terms and conditions page for each card. Alternatively, the customer service department of the card will be able to tell you.
Q. Can I usually get through to the countries I need to ?
A. Generally speaking the answer is yes. No telecom supplier can guarantee 100% up time, but vast majority of calls get through 1st time.
Q. Who do I speak to if I experience a problem with my card ?
A. Whilst the vast majority of calls are made with ease and without problems, occasionally you may experience a problem with your card to a particular location. Each phone card supplier have their own customer services department (some are open 24 hours) who can take a look at your specific card in the event of a problem. As we are a reseller of phone cards we do not have access to your card account. However, the customer services for your specific card will have this information. They also have the ability to credit your card, e.g. in the event of a call being prematurely terminated. If you experience any problems with your card you should call this number first.
Q. Will they work from any touch tone phone from home, hotel etc?
A: As a rule you may use from almost any touch tone phone. There are no guarantees. Some hotels may place a surcharge on free phone access. Although this is rare some hotels may bar the access number.
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