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Top 10 Most Frequently Asked Questions
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Products > Lost Minutes

Why are minutes reduced without my call connecting? (CPQKE)
This could happen if the phone rings more then 4 times or equivalent to 30 seconds without a connection. Carriers will consider this a connection and will deduct minutes for rounding. The rounding fees can be found on the card information page on our website.

If you were not able to make a connection please call the customer service number located in the email that came with your PIN. Customer Service has complete jurisdiction on whether to credit or add lost minutes to your phone card using their system. When calling customer service, provide them with your PIN number and your toll free access number. Customer Service will look up your PIN and be able to see your call history. Customer Service will also see that you have lost minutes, and will gladly add them back to your phone card.

Why have I received fewer minutes than advertised? (YYSKJ)
First, please ensure that you are not calling an international cell phone. Calls to international cell phones are charged at a higher rate than calls to land lines. Please review the product detail page for your card to view the cell phone rate.

If, however, you received fewer minutes than expected after using the card, please note that some cards have taxes or various fees. Taxes, unless otherwise stated, are deducted at the end of each call you make. Fees are deducted at various intervals, depending on the terms and conditions of the card. This can be the cause of a card providing fewer minutes that expected, because the number of minutes advertised on the website is based on the complete use of a card on one call. Please review the card information located on the product detail page. All fees, taxes, and rates are described in detail on those pages.


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