Frequently Asked Questions
Frequently Asked Questions
General
Accounts
Technical
How do I make a call?
You must first open an account with us. After you opened an account, we will send you your username and password by email. Then you download our mobile app for use in your smartphone or the web phone for use in your PC. Put in the username and password in the mobile app or web phone. The smartphone or web phone will register with us automatically if you are in a WiFi or 3G enabled area. Dial your destination number and start saving. Remember, you must dial in the following format : country code - area code - destination number. There is no need to put in any prefix or "+" sign.
How do I open an account with Smartcalls?
Click on the "Sign Up" icon and provide the simple information required. We will send you a Confirmation email. Click on the link in that Confirmation email and your account is opened.
How do I use Smart CallBack?
You must first open an account with us. Click on the CallBack icon, enter your phone number and the phone number of the person you want to call. Our system will automatically connect you and the person you want to call by calling both of you. Remember, you must put in both phone numbers in the following format: country code – area code – phone number. There is no need to put in any prefix or "+" sign.
How long does my credit last for calls?
The credit you have purchased will NOT expire.
Can I make any calls with no credit?
Yes. You do not need any credit to call other members at their SmartCalls phone numbers. We also give you 15 minutes of free calls to any network when you sign up with us now.
How much will I be charged for my calls?
Normal calls will be charged at the applicable rate for the destination you are calling. Rates are quoted in US$ per minute and calls are rounded up to next minute. Apart from that there are no other charges; no subscription, registration, or administration fees!
How much will I be charged for CallBack?
When you use our Smart Callback, our system will make a call back to you plus a call to the destination phone number. You will be charged for the two legs of the call. If you are using our SmartCalls phone number as your phone number, this leg of the call is free.
How do I call other members for FREE?
When you signed up with us, we will also send you a SmartCalls telephone number. Every Smartcalls member has a SmartCalls telephone number. You can dial these SmartCalls telephone numbers from the SmartCalls mobile app pr web phone for FREE.
How do I receive calls from others?
Other members can call you at the SmartCalls phone number we sent you by email. If others are calling you from other networks, they have to call you at a local phone number. You can subscribe to a local phone number from SmartCalls. There is a low monthly subscription fee for the local phone number.
Why do I buy a local phone number from SmartCalls?
With a local number from SmartCalls, others can call your mobile phone at the cost of a local call. This is equivalent to a second phone number in your mobile phone. In some countries, calls to mobile phones can be very expensive.
How much does it cost to receive calls?
All received calls for FREE.
Which countries can I buy the phone numbers?
SmartCalls provides local phone numbers of over 500 cities and districts in over 60 countries for a fixed price of US$10 per month.
I have registered but haven't received a confirmation email
Should you not receive our Confirmtion email due to spam filters for example your registration may still have been successful. Please send an email to support@smartcalls.mobi
What kind of payment methods do you offer?
SmartCalls only accepts PayPal payments at the moment.
I have just bought some credit but my account balance is not updated?
Account balances are updated centrally, so you may need to wait a couple of minutes in order to get the most accurate update. You can also email us at accounts@smartcalls.mobi to check your balance.
Where can I view and change my SmartCalls customer details?
If you wish to change your personal details please login to our Members Area with the username and password we sent you to update your account. Please note online changes may take a few minutes to be processed and may not show immediately on your account. Please be patient and check your account in an hour to see if the changes have been processed.
My account has been blocked and I cannot buy credit anymore. Why is that?
Smartcalls has an active fraud prevention system which automatically blocks accounts that are suspected of fraud, or are in tight connection with accounts that are suspected of fraud. If you believe your account has been blocked without justification, please contact us at accounts@smartcalls.mobi
I think I have been charged incorrectly
If you feel you are being overcharged, please ensure you have dialled a regular land line and not a mobile number without realising. If you still have doubts, please contact us at accounts@smartcalls.mobi.
Are there any other charges to pay?
There are no registration or administration charges. The advertised rates for each destination is all-inclusive.
When do call charges take effect?
Call charges take effect once you are connected to the telephone number you have dialled i.e once the call has been answered. If there is no answer or the line is engaged you will not be charged for the call.
I experienced poor connection quality
SmartCalls utilises the most up-to-date technology to ensure top quality connections. However, it may be possible that you experience poor connections or sound quality due to the high demand of wireless bandwidth in your area at the time of the call. Please ensure you always use the latest version of the SmartCalls applications and all your configurations are correct. Is your system okay and do the problems keep occurring, contact our customer services at support@smartcalls.mobi.
If you need to make calls and receive calls with good quality urgently, please use our Smart CallBack service, which utilizes different carriers with less wireless bandwidth requirements.
There was no connection or it takes a long time before my call is connected
SmartCalls utilises the most up-to-date technology to ensure top quality connections. However, it may be possible that carriers overseas have different quality standards.
If you register this fault our technical staff can trace the call and take measures to prevent this problem in the future.
The person I call is constantly engaged or I get an unusual engaged signal
This may be a problem with the carrier we use to deliver your call. Please register this fault for our engineers to trace this call and take measures to prevent further problems.
If you need to call urgently, please use our Smart CallBack service, which utilize different carriers.
The person at the other end cannot hear me
One way audio is usually a bandwidth related issue or firewall issue
Possible solutions:
Make sure that your router port UDP 5060 is opened.
If you are calling from our mobile app, change your mobile data connectivity from 3G to WiFi or from Wifi to 3G.
If the problem persists, there may be insufficient wireless bandwidth in your area. Please try using our Smart CallBack. We can connect you with your destination number via the local carrier.
I have an external firewall .. which ports need to be opened on the firewall in order for the SmartCalls application to work?
The following Destination ports need to be allowed on your firewall:
UDP 5060
UDP 11113
UDP 10300 - 10311
UDP 6901 - 6920