FAQ
Check below our FAQ . In case you do not find an answer to your question , please contact us on the customer area
About Calling cards
What are Calling Cards?
They are prepaid cards used to make long distance calls. While using your calling card, you save money and gain on convenience and mobility. No monthly fees, invoices or contracts.
What is the difference between Calling Cards purchased at EuPhonos and cards sold on the streets?
While purchasing your card at EuPhonos website, you have great tools such as: Source number recognition (you do not need to dial your PIN); Control of all your calls in real time; Automatic credit top up in your card; Credit control; No activation fees; No connection fees; No disconnection fees. With EuPhonos cards you can count on all transparence you need on the use of your card.
Why should I use EUcard?
Quality - EuPhonos offers high quality connections. VOIP systems, for example, may present inconsistent sound signals and low connection quality.
Economy - Calling Cards are ideal for planning your budget as they limit your expenses and allow control of what you pay. In addition to that, they are cheaper than calls made by other international call providers.
Convenience - With EuPhonos, you can use your EUard anywhere, without the need of PIN, invoices, contracts and you can call any number, including mobile phones.
How do I make calls with my card?
It is very simple.
Calls to US, Canada and Caribbean:
Dial your access number
Dial 1 + area code + destination number + #
Example: 1 + 312 + 555 + 1212 + #
International calls:
Dial your access number
Dial your country code + area code + destination number + #
Example: 55 + 21 + 3602-5557 + #
They are prepaid cards used to make long distance calls. While using your calling card, you save money and gain on convenience and mobility. No monthly fees, invoices or contracts.
What is the difference between Calling Cards purchased at EuPhonos and cards sold on the streets?
While purchasing your card at EuPhonos website, you have great tools such as: Source number recognition (you do not need to dial your PIN); Control of all your calls in real time; Automatic credit top up in your card; Credit control; No activation fees; No connection fees; No disconnection fees. With EuPhonos cards you can count on all transparence you need on the use of your card.
Why should I use EUcard?
Quality - EuPhonos offers high quality connections. VOIP systems, for example, may present inconsistent sound signals and low connection quality.
Economy - Calling Cards are ideal for planning your budget as they limit your expenses and allow control of what you pay. In addition to that, they are cheaper than calls made by other international call providers.
Convenience - With EuPhonos, you can use your EUard anywhere, without the need of PIN, invoices, contracts and you can call any number, including mobile phones.
How do I make calls with my card?
It is very simple.
Calls to US, Canada and Caribbean:
Dial your access number
Dial 1 + area code + destination number + #
Example: 1 + 312 + 555 + 1212 + #
International calls:
Dial your access number
Dial your country code + area code + destination number + #
Example: 55 + 21 + 3602-5557 + #
About my Account
How can I create / access my account?
You can create your account by clicking on the upper bar of our website. If you are a new customer, you just have to sign up. If you are a customer already, log in with your User Name and your Password.
I have created my account but haven\'t received a confirmation e-mail yet.
You shall receive your confirmation e-mail to validate your account within 6 hours. Remember: the confirmation e-mail shall be sent to the e-mail address you entered in your registration.
If you do not receive your confirmation within 6 hours, please, follow these steps:
- Check if you registered your e-mail correctly.
- Register with another e-mail
- Contact us for troubleshooting
What is my call history?
Your call history is a tool for your account management, with information such as: last calls, dialed numbers, amount spent, etc. It is a convenient way of controlling your calls in real time.
My account was opened today. I would like to see my invoice today, but I was informed that my account number or password is invalid.
Please, await 24 hours before checking your online invoice.
How long does it take for me to open my new account?
From the moment you request our services, your account is activated immediately.
I forgot my password. Can I retrieve it?
Click in \"Forgot my password\", on the upper right corner of our website. Enter your user name and click on \"Send my password\". Your password shall be automatically sent to your registered e-mail.
You can create your account by clicking on the upper bar of our website. If you are a new customer, you just have to sign up. If you are a customer already, log in with your User Name and your Password.
I have created my account but haven\'t received a confirmation e-mail yet.
You shall receive your confirmation e-mail to validate your account within 6 hours. Remember: the confirmation e-mail shall be sent to the e-mail address you entered in your registration.
If you do not receive your confirmation within 6 hours, please, follow these steps:
- Check if you registered your e-mail correctly.
- Register with another e-mail
- Contact us for troubleshooting
What is my call history?
Your call history is a tool for your account management, with information such as: last calls, dialed numbers, amount spent, etc. It is a convenient way of controlling your calls in real time.
My account was opened today. I would like to see my invoice today, but I was informed that my account number or password is invalid.
Please, await 24 hours before checking your online invoice.
How long does it take for me to open my new account?
From the moment you request our services, your account is activated immediately.
I forgot my password. Can I retrieve it?
Click in \"Forgot my password\", on the upper right corner of our website. Enter your user name and click on \"Send my password\". Your password shall be automatically sent to your registered e-mail.
About shopping
Is it safe to shop through the website?
Yes. Our pages are hosted in safe servers and have security systems for you to make any transaction with ease. In addition to that, EuPhonos website has Godaddy\'s SSL certificate, a worldwide authority in internet security.
How can I buy?
You just need to select the product suitable to your profile (EUcard, Euplan, EUnumber), click on "Buy" and follow the indicated steps.
Can I buy my card confidentially?
Yes, of course. Your account is personal and any contact with you shall be made through your e-mail registered in our website.
I am a new customer. How can I acquire a phone EUcard through the website?
It is simple: while accessing our website, click on "EUcard" on the left side. Then, click on "Buy now". Our system will present your account information and the instructions to use the card. With your account information, you can log in with your User Name and your Password. You shall also find options to change your personal information, top up your card credits and visualize your call history.
Can I pay by check or cash?
We currently accept credit cards only.
What are the accepted payment options?
EuPhonos takes the following credit cards: WorldPay (MasterCard, Visa and Amex).
Yes. Our pages are hosted in safe servers and have security systems for you to make any transaction with ease. In addition to that, EuPhonos website has Godaddy\'s SSL certificate, a worldwide authority in internet security.
How can I buy?
You just need to select the product suitable to your profile (EUcard, Euplan, EUnumber), click on "Buy" and follow the indicated steps.
Can I buy my card confidentially?
Yes, of course. Your account is personal and any contact with you shall be made through your e-mail registered in our website.
I am a new customer. How can I acquire a phone EUcard through the website?
It is simple: while accessing our website, click on "EUcard" on the left side. Then, click on "Buy now". Our system will present your account information and the instructions to use the card. With your account information, you can log in with your User Name and your Password. You shall also find options to change your personal information, top up your card credits and visualize your call history.
Can I pay by check or cash?
We currently accept credit cards only.
What are the accepted payment options?
EuPhonos takes the following credit cards: WorldPay (MasterCard, Visa and Amex).
General Questions
I will travel to another country. Can I use my calling service?
Yes, you can. You just need to use the access number of the country you are in to access the platform and make your call.
How can I redial a number?
Dial * followed by number 2 to redial the last number.
How can I reoriginate a call?
Dial # twice (##)
How can I be sure that my calls have been disconnected when I hang up the phone?
Dial # twice (##)
Some countries have different rates for some cities or mobile phones. What is the corresponding rate for a place that does not have detailed mobile phone rates?
If a mobile phone rate for a certain place is not detailed, it means that it is the same rate will apply for a terminating to a mobile. If you still have doubts, please, send e-mail with specific origin and destination.
Is it guaranteed that my calls shall be made at any moment and lines will not be busy?
Our services use the most advanced technologies. You shall probably not have any problem to make your calls. However, due to matters out of our control (such as third party availability) it is not 100% guaranteed. Therefore, we have a team ready to provide the best service.
Yes, you can. You just need to use the access number of the country you are in to access the platform and make your call.
How can I redial a number?
Dial * followed by number 2 to redial the last number.
How can I reoriginate a call?
Dial # twice (##)
How can I be sure that my calls have been disconnected when I hang up the phone?
Dial # twice (##)
Some countries have different rates for some cities or mobile phones. What is the corresponding rate for a place that does not have detailed mobile phone rates?
If a mobile phone rate for a certain place is not detailed, it means that it is the same rate will apply for a terminating to a mobile. If you still have doubts, please, send e-mail with specific origin and destination.
Is it guaranteed that my calls shall be made at any moment and lines will not be busy?
Our services use the most advanced technologies. You shall probably not have any problem to make your calls. However, due to matters out of our control (such as third party availability) it is not 100% guaranteed. Therefore, we have a team ready to provide the best service.
EUnumber
What is an Access Number?
Access Number is the phone number you dial in order to access the central and make your call.
What is a Destination Number?
Destination Number is the phone number of a family member, friend or business partner whom you want to call.
What is PIN?
PIN is a Personal Identification Number that is required by several market companies for you to make your calls. It is a long number that you have to dial whenever you make calls. At EuPhonos you do not need PIN to make calls. You register you PIN on the phone you originate your calls, gaining on convenience and comfort.
What is automatic credit top up?
Automatic credit top up is an optional service that you can request via our website through your account. Whenever your account is $5 lower, the system automatically adds the amount previously purchased. Thus preventing that you run out of credits in an emergency.
Example: If your last purchase has been $20, when your card is $5 lower, the system automatically tops up the $ 20 credit.
Can I have any change in my conventional phone bill?
No. Our products are completely separated from your conventional phone bill and shall not interfere or change any other phone bill you may have. Your local access calls to access our central is charged as a regular call by your phone company.
How can I know how many minutes have been used in my card?
You can request to the system to indicate in all calls your balance or time left. You can also access your account and check calls in real time.
Can I use the services from any phone? Are rates the same?
Yes, you can use our services from fixed lines or mobile phone. Nevertheless, the rates shall be charged differently in fixed line or mobile phone calls, and to fixed lines or mobile phones. For more information, check our rates.
I do not live in the USA. Are services also available for me?
Our services are available in all regions where we have Access, be it Toll Free or local numbers. For more information, please, check our access table.
Are there minimum requirements to use the services?
No. You do not need minimum requirements to use our services.
If I need to contact EuPhonos, what information shall I have in hand?
You need your account number to be identified in our system.
Access Number is the phone number you dial in order to access the central and make your call.
What is a Destination Number?
Destination Number is the phone number of a family member, friend or business partner whom you want to call.
What is PIN?
PIN is a Personal Identification Number that is required by several market companies for you to make your calls. It is a long number that you have to dial whenever you make calls. At EuPhonos you do not need PIN to make calls. You register you PIN on the phone you originate your calls, gaining on convenience and comfort.
What is automatic credit top up?
Automatic credit top up is an optional service that you can request via our website through your account. Whenever your account is $5 lower, the system automatically adds the amount previously purchased. Thus preventing that you run out of credits in an emergency.
Example: If your last purchase has been $20, when your card is $5 lower, the system automatically tops up the $ 20 credit.
Can I have any change in my conventional phone bill?
No. Our products are completely separated from your conventional phone bill and shall not interfere or change any other phone bill you may have. Your local access calls to access our central is charged as a regular call by your phone company.
How can I know how many minutes have been used in my card?
You can request to the system to indicate in all calls your balance or time left. You can also access your account and check calls in real time.
Can I use the services from any phone? Are rates the same?
Yes, you can use our services from fixed lines or mobile phone. Nevertheless, the rates shall be charged differently in fixed line or mobile phone calls, and to fixed lines or mobile phones. For more information, check our rates.
I do not live in the USA. Are services also available for me?
Our services are available in all regions where we have Access, be it Toll Free or local numbers. For more information, please, check our access table.
Are there minimum requirements to use the services?
No. You do not need minimum requirements to use our services.
If I need to contact EuPhonos, what information shall I have in hand?
You need your account number to be identified in our system.
EUplan
How does this service work?
EUnumber is a service where you choose the origin number in a country, and make a follow-me to your convenience phone. Ex: You live in the US, and sign a EUnumber plan and request a number in Brazil with a follow-me for your number in the US. Then, you can receive calls from your friends in Brazil while they do not need to make an international call.
Ex 2: You have an office in Brazil that exports to the US. You hire a phone number in the US, with a follow-me for your office number in Brazil. Then, you have a "virtual" office in the US.
To what countries can I have an EUnumber?
Please, enter the product and check availability of locations.
How is a person who calls my EUnumber charged?
The person is charged as if he/she is calling a local number.
What are the payment forms to acquire this service?
All EuPhonos products are payable by credit card. You can use VISA, Master Card or American Express, and we shall soon have other payment forms.
In the end of the month I am charged for the number of calls I received or is it a fixed price per month?
It is a fixed price per month, so you can make as many calls as you wish.
Is this fixed price based on any list or is it unlimited?
It is unlimited. However, the site is entitled to cancel the customer\'s plan due to abuse or bad faith.
Can I change the number that follow-me is directed to?
Yes, but this change can only be made in the system at 8 am Monday, Miami time. Even if you change in the site on Wednesday, you will have to wait till Monday for the change to take place. And it must be within this same plan.
EUnumber is a service where you choose the origin number in a country, and make a follow-me to your convenience phone. Ex: You live in the US, and sign a EUnumber plan and request a number in Brazil with a follow-me for your number in the US. Then, you can receive calls from your friends in Brazil while they do not need to make an international call.
Ex 2: You have an office in Brazil that exports to the US. You hire a phone number in the US, with a follow-me for your office number in Brazil. Then, you have a "virtual" office in the US.
To what countries can I have an EUnumber?
Please, enter the product and check availability of locations.
How is a person who calls my EUnumber charged?
The person is charged as if he/she is calling a local number.
What are the payment forms to acquire this service?
All EuPhonos products are payable by credit card. You can use VISA, Master Card or American Express, and we shall soon have other payment forms.
In the end of the month I am charged for the number of calls I received or is it a fixed price per month?
It is a fixed price per month, so you can make as many calls as you wish.
Is this fixed price based on any list or is it unlimited?
It is unlimited. However, the site is entitled to cancel the customer\'s plan due to abuse or bad faith.
Can I change the number that follow-me is directed to?
Yes, but this change can only be made in the system at 8 am Monday, Miami time. Even if you change in the site on Wednesday, you will have to wait till Monday for the change to take place. And it must be within this same plan.
