Frequently Asked Questions
Get StartedService Queries
- When I call my local access number, I get a message telling me that my number is not recognised.
- In order to connect you straight through to your contacts, we must be able to recognise the number you are calling from. Please add your phone number to the “Your Numbers” section of your dashboard.
- I have added my phone number to the “Your Numbers” form, but I’m still told that my number is not recognised.
- If you have double-checked that you have entered the correct country and phone number to the “Your Numbers” form, the problem may be caused by your phone not sending its Caller ID. Please ensure that your Caller ID is not disabled and if the problem persists, contact us.
- When I’ve finished a call, can I dial a new number without hanging up?
- When using the Localphone Calling Card service, if the other party hangs up you will automatically return to the main menu where you will be given the option to place a new call.
- If you wish to end the call yourself without hanging up, just press
to return to the main menu. - If I travel between towns or move home, can I update my local access numbers?
- You can change your location at any time through the Localphone dashboard, and a new set of local access numbers will be displayed.
Billing & Call Rate Queries
- I have added credit, but it isn’t showing up on my dashboard and I can’t make calls.
- It can take a short time for our payment processor to approve your order, especially for first-time users. If your dashboard says “Performing Security Checks”, please wait a little longer.
- What can I do to speed up processing of my orders?
- Using Localphone’s checkout rather than Google Checkout should result in faster processing. You should also ensure that your account name, address and other details are all up-to-date to avoid further checks.
- Will I be billed by my telephone provider for calling with Localphone?
- You will be given a local number to dial for each of your international contacts. As far as your telephone provider are concerned, these are normal landline numbers and they will bill you at their normal rate for local calls - often free with many landline and mobile contracts.