Frequently Asked Questions
General
Q. Are my registered personal details secure?
A. We adhere to the Data Protection Act and do not pass your details to any third party. We do not electronically store your payment details therefore, you will be asked for your debit / credit card details every time you make an order.
Phone Card Related
Q. I have bought my phone card but have not received my PIN(s)?
A. All PIN numbers are sent out instantly by email and text. In some cases the email is filtered to your junk folder by your internet provider, if this happens, please email us and we will reply with your details straight away. To prevent this in the future just add sales@callingnow.co.uk to your contacts list within your email account.
Q. I have entered my pin and have been told that it is incorrect / invalid / not recognized?
A. Firstly, please check that you are using the correct access number. If the problem persists please contact our sales representatives by email or by calling 0207-987-3749.
Q. I have lost my pin(s) can I retrieve the numbers?
A. Please contact our sales team by email or by phone. We may ask a series of security questions before we release your pin(s). We store all pin numbers for upto 3 months.
Q. Can I return the pin number if I change my mind?
A. Please ensure that you make your selection carefully. We suggest that you buy a single pin if you would like to try a new card. Ordering mistakes can be avoided by double checking the items and description in your shopping basket before making your payment. Unfortunately, we are unable to exchange or accept returned pin numbers. Once a pin number has been issued to you the security of the pin has been compromised and is no longer re-sellable.
Q. I am having problems in using my pin / or getting through to my destination?
A. For all your technical and service queries please contact the relevant phone card customer service department within 48 hours of any fault occurring.
Top Up (Lebara, LycaTel & SM Call) Related
Smart & Globe E-Loading Related
Q. I have bought a Globe / Smart e-load but have not received the load?
A. Globe and Smart loads are sent via our PC2Mobile computer system and once processed will be sent instantly. Orders are manually processed by our sales team between 9am – 12midnight (UK time). If your target number has not received the load within 24 hours please contact us by email or call one of our sales representatives.
Q. How will I know when my load has been received?
A. You or your recepient in the Philippines will be notified by text once the target mobile number has been loaded. The text states how much has been loaded and the expiry date (in Philippine format mm/dd/yy). Globe and Smart customers may also receive information on who has sent the load and any message that the recipient has chosen to send (If you require this service please inform us via email or by telling us over the phone).
Q. How can I text and receive text messages with my GLOBE / SMART SIM?
A. Please ensure that the Globe / Smart SIM has been activated for roaming prior to taking the SIM card to the UK – it is advisable that you do this at least 6 hours before your return flight to the UK. For further instruction and information on how to activate the roaming feature plus details on the cost of texts please refer to the booklet included in your SIM pack.
Sim Related
Q. I have bought a Globe / Smart / Lyca / Lebara sim, can I use any mobile phone?
A. Please ensure that the mobile phone that you intend to use is unlocked.
Postal Orders
Q. How and when will I receive my Sim?
A. Globe, Smart, Lyca and Lebara Sims are sent through Royal Mail via First Class Post. Please allow upto 3 working days after you have placed your order to recieve your sim.
Q. How can I text and receive text messages with my GLOBE / SMART SIM?
A. Smart Plug n Talk units are sent through Royal Mail via First Class Recorded Post. Please allow upto 3 working days after you have placed your order to receive your unit. Recorded post requires a signature upon delivery. If you are not at home during delivery the postman will usually leave a card stating instructions for redelivery or your nearest post depot for collection.
Q. It has been more than 3 working days and I have not yet received my Sim or Unit?
A. Our delivery dates and times are determined by Royal Mail (in the event of Postal Strikes please allow at least an additional 3 working days to receive your item. We will inform you in advance when possible of a change in our posting schedule). If you have not received your item within the normal time frame please contact us as soon as possible.
Q. How and when will I receive my phone cards (Bulk or Wholesale orders)?
A. Phone cards are sent through Royal Mail via Special Delivery. This ensures that the package is insured and tracked. Orders made before the cut off time of 3pm will be sent the same working day and delivered the next working day, therefore orders made after the cut off time will take 2 working days to reach you. If you have made your order on a Friday you will receive your package on Monday (there is a chance that you may receive it on Saturday although this is not 100% guaranteed).
Q. I have a more specific question regarding postal deliveries?
A. For further info please refer to the Royal Mail website www.royalmail.com
