:: FREQUENT QUESTIONS::

:: GENERAL::

     

    :: GENERAL ::
    What is a prepay card and how does it work?

    When you buy a prepay card, you are paying for the services of long distance calling in advance. When you make calls using the card, the value of the card is deducted based on connection fees (if any), duration of the call, and any other service fees associated with the calling card.

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    What is the difference among prepay cards, telephone cards, and long distance cards?

    All refer to the same thing: prepaid long distance calling services on the part of the companies that produce these cards. You pay for long distance services in advance. You do not have to pay for monthly services, activation fees, nor sign a contract. This type of service is popular because the rates are decreasing very rapidly compared to traditional long distance services.

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    What are your Customer Service hours? Can I activate my card anytime?

    You can activate your card by internet anytime, 24 hours a day, 365 days a year. You can also activate your card by telephone or fax, and in a period of 24 hours (during business days), your card will be activated.


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    ::Activating the Card ::

    How do I activate the card?

    To activate the card you should fill out the pamphlet that was attached to the card and sent it:
    By Fax: 91 789 78 24
    By traditional mail: APELCOM/DAITEL C/ Gran Via 71.  Escalara Interior 5? derecha. 28013 Madrid

    Activate your card directly on this webpage (only with a credit card). On the upper part of the pamphlet you should fill out the information pertaining to the person who will be using the card with the address and telephone number (so we can contact you in case there is any problem with the activation of the phone card).

    Select the amount you would like to activate the card with. Minimum of 25€.

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    What is Automatic Number Recognition?

    If you enter on your online account the landline or mobile number(s) with which you will use the card to call from Spain, each time you call from these numbers the system will not ask you to dial your PIN of the card.

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    What is the Automatic Recharge feature?

    If you pay with a credit card or debit card, fill out the “Automatic Recharge” portion, its easy and free!

    Select an amount you want recharged €______
    Select a 4 digit secret PIN _ _ _ _

    When the credit on the World Calling Card is inferior to 3€, the system will give you the option to recharge by dialling the 4 digit PIN or if you don?t wish to recharge, by just continuing with your call. If you dial your 4 digit PIN, the quantity that you have selected in your internet account will be automatically added to your credit.

    Select your payment method:

    1. Charge a credit or debit card from any bank.  You should fill out the 16 digits of your credit/debit card and the expiry date.  We will charge the quantity that you have put on the pamphlet and make it available to be used on your calling card.  If you send it by traditional mail, keep the original and send us a photocopy.
    2. 2. Bank transfer: On the deposit receipt, please indicate the account number of the World Calling Card, which can be found on the upper part of the activation form. Send by fax the completed activation form and the deposit receipt. If sent by traditional mail, keep the original copy and send us a photocopy.
      BBVA: Cta. No. 0182-3431-59-0201526036
      BSCH: Cta. No. 0049-2196-09-2214391720
      IBERCAJA: Cta. No. 2085-9760-72-0300044692
      LA CAIXA: Cta No. 2100-1548-15-0200111112
    3. 3. Money order: indicate in the text of the money order the account number of the calling card which can be found on the upper part of the activation from, and send it by fax or mail (if sent by mail, please keep the original and send a copy).

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    :: Using the Card ::
    How to use the card

    Once the card has been activated

    • Remove the card from the pamphlet. Look to the right of the card and dial the local access number of the country you are in. Wait for operator instructions.
    • Dial the PIN that appears under step 2 of the instructions on the back. Wait for operator instructions
    • The operator will inform you of the credit you have remaining and will ask you to dial the destination number.
      [ espere operadora automática]
    • Dial:
      00+country code + city prefix + number. If you wish to make another call after the first, do not hang up, simply dial ## and the operator will ask you to dial the destination number again. If you wish to talk to Customer Service from the country you are in, dial the access number of that country and press the * (astrix) at any point during the call.

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    What can I do if I have a problem while using my phone card?

    The best thing to do is call Customer Service. The number can be found the pamphlet included with the card. If you are having a problem and are travelling, you can contact us by dialling the access number and pressing * (astrix).

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    Does the card ever expire?

    The Apelcom World Calling Card never expires.

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    How are the remaining minutes of the card calculated?

    The used minutes are calculated dividing the credit of the card by the rate per minute. Look over the Rate Table included with the card for more detailed information. Some rates do not appear on the list. If this is the case, call Customer Service.

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    Are there any other charges made to my credit card when I activate or recharge the calling card?

    No, the only charge is the amount you activate or recharge with. There are no other added charges.

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    Is my personal information safe?

    Absolutely! We never sell or share information with anyone and comply completely with all LOPD (Spanish Data Protection and Security) Laws. All personal and financial information is encrypted and under the strictest security that exists.

    All financial transactions are made through the secure server of BBVA Bank.

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    What is Roaming?

    Roaming is defined as a mobile phone that, while abroad, will make a call via the network of its country of origin or will receive the call through the network of its country of origin. This type of call tends to be very expensive if there is no previous agreement with the national mobile phone operator.

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