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Help Using WebPhone.com and our WebPhone VoIP Softphone

Here you will find answers to the most commonly asked questions about WebPhone.
• The WebPhone User's Guide (PDF) contains complete instructions for setting up and using WebPhone.
• Contact the WebPhone Quality Team for support.
 
Getting Started
  •  What do I need to get started?
  •  How do I download WebPhone software?
  •  How do I make PC2Phone calls with WebPhone software?
  •  How can I call other WebPhone customers for free?
  •  How do I receive an incoming call with WebPhone?
  •  Will I be charged for incoming calls with WebPhone Plus?
  •  What can I do in the WebPhone Online Account Center?
 
Billing
  •  How do I purchase calling time?
  •  How will I know my balance?
  •  What is Auto Recharge?
  •  Why am I required to be on Auto Recharge with the WebPhone Plus plan?
  •  Do my funds expire ?
  •  Are there any guarantees?
  •  Will I be able to track my calls?
  •  How do I update my credit card information?
 
Calling Card
  •  What is the WebPhone Calling Card feature?
  •  How can I select the Calling Card option when I sign up for WebPhone service?
  •  How much does the WebPhone Calling Card cost?
  •  Where can I use the WebPhone Calling Card?
  •  How am I charged for the calls I make with the Calling Card?
  •  Can I make WebPhone Calling Card calls with my cell phone?
  •  How do make WebPhone Calling Card calls?
  •  I already have WebPhone. How can I add the WebPhone Calling Card feature to my existing service?
  •  What is No-PIN Dialing?
  •  How do I register a phone number for No-PIN Dialing?
  •  How do I remove a phone number from No-PIN Dialing?
  •  How do I determine the account number associated with a phone number that I have registered for No-PIN Dialing?
  •  Does WebPhone offer any other calling cards?
 
WebPhone Plus Phone Numbers
  •  What kind of phone number can I choose with my WebPhone Plus service?
  •  Can I still get a U.S. phone number if I live outside of the U.S.?
  •  Can I have more than one phone number with WebPhone Plus?
  •  How can having additional WebPhone Plus phone numbers benefit me?
  •  Can I transfer my telephone number to WebPhone Plus?
  •  Can I transfer my WebPhone Plus number to another provider?
  •  How can I find out what my WebPhone Plus phone number is?
  •  Can I make or receive more than one call at the same time?
 
WebPhone Features
  •  How do I make calls with the WebPhone Dialer?
  •  How can I store frequently dialed numbers in my Contact list?
  •  How do I check my VoiceMail?
  •  How do I know if I have a VoiceMail message?
  •  How will I know if a second call is coming in when I am already on the phone?
  •  How do I answer call waiting?
  •  How do I forward my calls?
  •  How do I place a call on hold?
  •  Can I make emergency (911) calls with WebPhone?
  •  I am an existing user, how do I upgrade to the latest version of WebPhone?
 
 
What is WebPhone?
WebPhone is a Voice over Internet Protocol (VoIP) service that lets you make phone calls for less! With the free WebPhone software, you can place calls from your computer to any phone, anywhere in the world starting at just 1.9¢ a minute. Because calls are routed over the Internet, the cost is lower and the savings are passed on to you! You can also have a phone number to receive incoming calls with the WebPhone Plus option. Additionally, WebPhone offers a convenient calling card feature for making low-cost calls from any phone when away from your PC. For more information about the calling card feature, click here.
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What is WebPhone Plus?
WebPhone Plus provides all of the great features of WebPhone, plus the ability to receive unlimited calls to your computer from any phone. You choose a WebPhone phone number from hundreds of U.S. locations -- no matter where you live. When your phone number is called, you'll see a pop-up message with Caller ID information. WebPhone Plus includes great features such as VoiceMail, Caller ID, Call Forwarding, Remote Calling with the WebPhone Calling Card and more.
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How do I get started?
To get started, simply sign up, download the free WebPhone software. During sign up, you will choose a 7-digit UserID and a 4-digit PIN to login to the WebPhone software and Account Center. WebPhone Plus customers will choose a phone number for incoming calls. You may also add funds to your account for PC2Phone calling. You will need to be connected to the Internet and have a headset or speakers and a mic to make calls.
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How much does WebPhone cost?
With WebPhone, it's free to call other WebPhone customers. WebPhone offers very low rates to more than 250 countries, starting at just 1.9¢ a minute. For PC2Phone calls, you pay only for the minutes that you use for calls. There are no advertisements, no connection fees and no cost to download the software.

The Calling Card feature may be added to basic WebPhone service for $1.49 a month. A minimum $25 purchase is required when you sign up for WebPhone with the Calling Card feature. WebPhone Plus has a $5 monthly fee.
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How much does WebPhone Plus cost?
WebPhone Plus has the same great calling rates for PC2Phone calls, starting at just 1.9¢ a minute. WebPhone Plus has a $5.00 monthly fee for each phone number with all of the great features as described above. And, you can call other WebPhone users for free! You must maintain a prepaid account balance for calling time in order to make calls to traditional phones. A minimum $25 purchase is required for WebPhone Plus. Auto Recharge is also required..
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How much will my calls cost?
PC2Phone rates start at just 1.9¢ a minute. Per minute rates can be found on the Rates page. Choose the type of call you will be making (PC2Phone or Calling Card), where you will be calling from, where you will be calling to and click Find Rates. WebPhone to WebPhone calls are free.
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What are my payment options?
WebPhone accepts Visa, American Express, MasterCard, and PayPal.
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What is the PayPal payment agreement?
When paying using PayPal, you will be asked to accept an agreement that allows WebPhone to debit an amount from your PayPal account on your behalf. This is done to allow Auto Recharge to work on your WebPhone account. Please note that we will only debit funds from your account if you selected the Auto Recharge option.

If you did not select the Auto Recharge option, you still need to accept the agreement to pay using PayPal, but we will not debit your account further. (We keep a record of the agreement on file in case you later add Auto Recharge to your account.) For further information on this agreement, please consult the PayPal website.

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Can I use WebPhone from outside the United States?
Yes, WebPhone calls can be made from outside of the United States. Calls can be made from wherever you have a connection to the Internet. You can use WebPhone to make calls from any country that permits VoIP service. Additionally, you can make calls from any phone in 25 countries around the world with the WebPhone Calling Card.
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What do I need to get started?
These are the minimum system requirements for using WebPhone:

  • PC with Pentium 200MHz processor
  • 128 MB RAM
  • Windows 98 or above
  • Full-duplex sound card
  • Internet bandwidth of 33.6 Kbps or better

A good headset, a microphone and speakers, or a USB phone are recommended. Please note that the more bandwidth you have, the better the sound quality will be on your calls.

To make calls with the WebPhone Calling Card, all you need is a phone. You can make calls from any phone -- even your cell phone.

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How do I download WebPhone software?
Once you have completed the sign up form and chosen your UserID and PIN, you will see a link to download the free WebPhone software. Once the download is complete, you will be asked for your UserID and PIN to login to the software. WebPhone software works only on Windows PCs. If you already have a WebPhone account and want to re-download the software, click here.
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How do I make PC2Phone calls with WebPhone software?
To make a call, open the WebPhone dialer by clicking on the WebPhone "W" icon on your desktop or select WebPhone from your Start menu. Confirm you are connected to the Internet. Then, simply type the phone number you want to call into the Phone Number box using your keyboard or the WebPhone dial pad and click Dial. It's that easy! You can also make calls from your Contact and Recent Calls lists. Learn more about using WebPhone with the WebPhone Tutorial.
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How can I call other WebPhone customers for free?
You can call anyone who has downloaded the WebPhone software for free from your WebPhone dialer. Just enter the UserID number or WebPhone Plus phone number you wish to call. You can also call from your Contacts or Recent Calls list.
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How do I receive an incoming call with WebPhone?
A pop up message will appear on your computer screen when you are receiving an incoming call. The calling number or contact information will be displayed, if available. You may accept or decline the call. Simply click "Accept" to answer the call. If you decline the call, it will go to VoiceMail. If no action is taken, a pop-up message will notify you that you missed a call.

To receive an incoming call, you must be logged into your WebPhone client and be connected to the Internet.

Please note: If you are expecting a call to your WebPhone number but will not be at your computer to receive the call, you can set up the Call Forwarding feature in the online account center. Your WebPhone calls can be forwarded to any phone number you provide (per minute PC2Phone charges will apply for all forwarded calls).

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Will I be charged for incoming calls with WebPhone Plus?
There is no charge for incoming calls to your WebPhone. If you use WebPhone Plus Call Forwarding, per minute rate charges will apply to all forwarded calls that connect.
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What can I do in the WebPhone Online Account Center?
You can view your billing and call history, purchase calling time, set your Auto Recharge options, change your profile (including PIN), add WebPhone Plus phone numbers, add/manage the Calling Card feature and manage your phone features (WebPhone Plus customers).
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How do I purchase calling time?
You may purchase calling time when you sign up for WebPhone or anytime thereafter at the WebPhone Account Center.
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How will I know my balance?
Your account balance is displayed on the WebPhone dialer. You can also review your balance and add funds in the Account Center.
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What is Auto Recharge?
Auto Recharge is a convenient feature that allows you to automatically add funds to your account for calling time (as well as any applicable monthly fees) when your balance drops below a certain threshold. You choose the amount you want charged and the threshold to trigger the charge to the credit card or PayPal account you have on file. To manage the auto-recharge feature, login to the WebPhone My Account Center.

If you elect the WebPhone Plus plan, your account will automatically be placed on Auto Recharge.
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Why am I required to be on Auto Recharge with the WebPhone Plus plan?
WebPhone Plus is an enhanced calling service that includes a unique phone number and calling features. It has a $5 monthly fee. If you at any time do not have sufficient funding for the monthly fee, your service would be interrupted and you would lose your phone number. Auto Recharge ensures that you will always have enough money in your account to maintain your service.
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Do my funds expire?
Your funds will not expire as long as you make at least one call OR one purchase of calling time within 120 days. Should your funds expire and you would like to use WebPhone again, please send us an e-mail to request that we credit the expired funds to your account.

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Are there any guarantees?
Yes, we offer the WebPhone Quality Guarantee. If for any reason you are not satisfied with the WebPhone service, you may cancel at any time and we will refund your account balance. With WebPhone you get a hassle-free service with no annoying advertisements, no connection fees and no spyware or malware.
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Will I be able to track my calls?
You may review your real-time call history and the billed amount for each call in the Account Center.

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How do I update my credit card information?
You can update your credit card information in the Account Center Billing Information section.
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What is the WebPhone Calling Card feature?
The WebPhone Calling Card is an optional feature that allows you to use your WebPhone Account to make calls at low rates from any phone -- even your cell -- when you are away from your computer. The WebPhone Calling Card feature is included with the WebPhone Plus plan or can be added to the WebPhone plan for a $1.49 monthly fee. For customers in the United States, another good option is the PennyTalk Prepaid Calling Card.
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How can I select the Calling Card option when I sign up for WebPhone service?
If you select the WebPhone Plus plan, the Calling Card feature is included at no extra charge. During sign up if you would like to add the Calling Card feature to the basic WebPhone plan, simply choose the "WebPhone PC2Phone with Calling Card" option. Your WebPhone UserID and PIN will be your calling card account number and PIN also. A minimum purchase of $25 in calling time is required.
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How much does the WebPhone Calling Card cost?
The WebPhone Calling Card offers low rates to more than 250 counties around the world. For rates, click here. The WebPhone Calling Card feature is included with WebPhone Plus plan. The Calling Card can be added to basic WebPhone plan for a low monthly service charge of $1.49. Surcharges may apply for calls made from a cellular phone depending upon your service provider and plan, as well as for calls made from outside the continental United States. Calls from payphones will be charged a 90¢ payphone operator recovery fee.
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Where can I use the WebPhone Calling Card?
You can use the calling card from the U.S., Canada or 25 other countries from any phone at any time! To view the list of countries where access is available and for dialing instructions, please click here.
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How am I charged for the calls I make with the Calling Card?
Calling time is shared between your WebPhone service and the calling card. As you make calls, charges are deducted from your WebPhone account balance. With each call you place, you will hear your remaining balance. You will be able to print your WebPhone Calling Card from your computer.

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Can I make WebPhone Calling Card calls with my cell phone?
Yes! You can make WebPhone Calling Card calls from your cell phone! Making international calls with your cell phone is easy -- and the same great WebPhone rates apply. You may incur airtime charges or additional charges depending on your cellular provider and plan. Please check with your cellular provider about additional charges.
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How do I make WebPhone calling card calls?
Making calls is simple. Just follow the instructions below.

For calls from the U.S:
  1. Dial 866-888-1889 from anywhere in the U.S and listen for the greeting.
  2. When prompted, dial your WebPhone account number followed by your 4-digit PIN.
  3. Dial 1 + area code + the number you wish to call, when prompted. For other countries, dial 011 + country code + city code + local number.

For calls from Canada:

Dial 011-800-3922-2237 and follow steps 2 and 3 above.

For calls from outside North America:

Dial the international dialing prefix plus the appropriate access number and follow steps 2 and 3 above. For a complete list of international access numbers, click here.

For your convenience, you will hear your WebPhone account balance and minutes remaining to the destination you are calling before each call connects.

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I already have WebPhone. How can I add the WebPhone Calling Card feature to my existing service?
You can add the Calling Card at the Service Options page in the My Account Center. You may add the feature to your basic WebPhone plan or upgrade to WebPhone Plus.
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What is No-PIN Dialing?
WebPhone's convenient No-PIN Dialing feature lets you make calling card calls from the phones you use the most without the need to enter your UserID and PIN each time you call. Simply register your home, work, or cell numbers (or any numbers where you frequently call from) and you will no longer be prompted for your UserID and PIN when calling from these locations. Simply dial the WebPhone access number, and after the prompt, dial the number you would like to call... it's that easy. You can register up to 5 phone numbers for No-PIN Dialing.
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How do I register a phone number for No-PIN Dialing?
There are two ways to register a phone number for No-PIN Dialing:

Online: You can add, change, and delete your No-PIN settings in the No-PIN Settings section of the Account Center.

From your phone: Dial your access number from the phone you would like to register, enter your account number and PIN, then press *2 to registered that phone for No-PIN Dialing.
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How do I remove a phone number from No-PIN Dialing?
Online:
You can delete, add, and change your No-PIN settings in the No-PIN Settings section of the Account Center.

From your phone: Dial your access number from the phone that is already registered for No-PIN Dialing, then press *7. The phone will no longer be have No-PIN Dialing.
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How do I determine the account number associated with a phone number that I have registered for No-PIN Dialing?
Dial your access number from a phone that is registered for No-PIN Dialing, then press *6. The WebPhone account number associated with the phone number will be read to you.
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Does WebPhone offer any other calling cards?
No. At this time WebPhone has only one calling card available, but we recommend PennyTalk calling cards for use in the United States.
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What kind of phone number can I choose with my WebPhone Plus service?
You can choose a U.S. number for your WebPhone Plus service -- no matter where you live in the world. WebPhone Plus offers phone numbers from hundreds of area codes throughout the U.S.
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Can I still get a U.S. phone number if I live outside of the U.S.?
Yes. No matter where you live you can choose a U.S. phone number that rings wherever you are logged into WebPhone. So if you live in Paris and want a New York City number, you can have one!
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Can I have more than one phone number with WebPhone Plus?
Yes, you can have up to 5 U.S. phone numbers with your WebPhone account. Each additional phone numbers is $5.00 a month.

To add an additional phone number, login to the online account center. Click "Manage Plan" on the left side of the page and then click "Add Phone Number" and follow the instructions.

Please note: If you add additional phone numbers to your account, your Auto Recharge amount will be automatically incremented an additional $5 for each number you add.
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How can having additional WebPhone Plus phone numbers benefit me?
Having additional phone numbers can allow your family and friends to call you for less. For example, if you live in London and have family in New York City, you can add a phone number with a New York City area code to your account. Now, when your family calls you, they will be charged the cost of a local call -- even though they are speaking to you in London.
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Can I transfer my telephone number to WebPhone Plus?
No. Your phone number cannot be transferred to WebPhone.
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Can I transfer my WebPhone Plus number to another provider?
No. WebPhone phone numbers are not transferable.
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How can I find out what my WebPhone Plus phone number is?
To see your phone number, click Account in the WebPhone menu bar and then select "My Phone Number…" Your WebPhone phone number will be displayed in a popup window.

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Can I make or receive more than one call at the same time?
Yes. You can place a call on hold (by clicking the HOLD button) and then make or receive another call.

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How do I make calls with the WebPhone Dialer?
It's easy! Simply enter the phone number you wish to call by clicking the numbers on the dial pad or by typing the numbers on your keyboard. After you complete the number (which will be displayed on the WebPhone dialer), click the DIAL button.

For quick and easy dialing, you can double click on a number from your RECENT CALL list or your CONTACT list.

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How can I store frequently dialed numbers in my Contact list?
To store a contact in the CONTACT List, click on the CONTACT tab and then ADD. Enter the Contact Name, phone number(s) and number type. You may also right-click on a number from the RECENT CALLS tab to ADD a contact.
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How do I check my VoiceMail?
To check your VoiceMail, click MESSAGES on your WebPhone and listen to the prompts.
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How do I know if I have a VoiceMail message?
If you have VoiceMail, an onscreen message will appear indicating that you have new messages. The VoiceMail indicator will disappear when you have listened to all of your unheard messages.
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How will I know if a second call is coming in when I am already on the phone?
A call waiting tone and a pop-up message on your WebPhone screen will alert you to a second incoming call. By clicking ACCEPT for the incoming call, you will automatically place the first call on hold. To get back to your original call(s), simply click the LINE tab the original call was on.
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How do I answer call waiting?
If you have a second call coming in while you are already on an existing line, an ACCEPT message will pop up on your screen. Simply click ACCEPT to answer the call. Your call in progress will be placed on hold.
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How do I forward my calls?
Visit the call forwarding features page for instructions on how and where you can forward your calls. When you are ready to set up call forwarding, login to the Account Center and click on the Call Forwarding button on the left side of your screen.
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How do I place a call on hold?
To place a call on hold, simply click HOLD. Click the HOLD button again to reactivate the call.
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Can I make emergency (911) calls with WebPhone?
Emergency (911) services are not available with WebPhone. We recommend that you always maintain an alternate means of contacting an emergency (911) operator.
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I am an existing user. How do I upgrade to the latest version of WebPhone?
To upgrade to the most recent WebPhone dialer, you will need to download the software. Once you click the Download button, you will be asked if you would like to remove your old WebPhone dialer. Leaving the old dialer will not have any effect on downloading the upgraded version, but we recommend having only one version of WebPhone on your computer.

Learn more about WebPhone's new calling features.

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What should I do if I get a message that my account is disabled?
Please ensure you have funds available for calls. You may add funds and verify your billing information in the Account Center. If this does not solve the problem, please e-mail us saying that your account is disabled. A WebPhone Customer Support representative will assist you.
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How do I get the best sound quality for my calls?
To get the best sound quality, use the WebPhone Audio Tuning Wizard. First, ensure your microphone and/or headset are connected properly. Click the Tools button on your SoftPhone and click Audio Settings from the menu on the left side of the main Tools window. Then click the Launch Audio Tuning Wizard button and follow the instructions.

Keep in mind that your sound quality may be affected by having too many applications running on your PC. Try shutting down some applications to improve sound quality. The most important factors for good sound quality are a fast Internet connection and a good headset or speakers/microphone.

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What should I do if my WebPhone Plus phone number is not working?
Login to the Account Center and verify that your account type is a WebPhone Plus account. Additionally, check that the phone number being called matches the phone number displayed in the Account Center. Next, make sure you are logged into to your WebPhone dialer. If all of these items are in place and your number is still not working, e-mail WebPhone Customer Support and a representative will contact you to resolve the problem.
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How do I create a log file for troubleshooting?
To help you resolve a problem, our Customer Support team may ask you to send a log file, which is a text file that contains information about the way WebPhone is operating on your computer. To create a log file, click the Tools button on your WebPhone and click the Start Logging button in the main Tools window.
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How do I dispute a charge?
To dispute a charge, e-mail our Customer Support team. Please include the call information and reason for the dispute.
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