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When I view my call history why does it show another originating number?
If you have a caller ID block feature, your originating number will not show up in your call history. If you want to remove your caller ID block feature, you need to contact your local phone carrier, or you can dial *82 before placing your next call with our 800# to by pass the block so our system can identify your number. |
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Am I able to view my call history online?
Yes. You need to go to our Homepage (www.tel3.com) and click on Customer Login. Your login will be your 10-digit account number and your PIN will be your password. Once you have logged in you will have access to view all your call history, credit card information, instant access numbers, speed dial numbers, and other account information. This is one of the great benefits of our service. |
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Can I change my credit card information online?
Yes. You need to go to our Homepage (www.tel3.com) and click on Customer Login. Your login will be your 10-digit account number and your PIN will be your password. Once you have logged in you will have access to view your credit card information on file. Click on credit information, click update and follow the steps from there. |
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What should I do if I lose my PIN?
For security purposes, we will reveal a PIN to the original purchaser only. You will need to contact our Customer Support at 1-800-482-4459 between 7am and 12am EST, 7 days a week and provide the necessary information you submitted during sign up process. Our representatives will help you to reset your PIN. |
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What should I do if I forget my password to login to my account?
You can reset your password by calling our Customer Support at:
1-800-482-4459 between 7am and 12am EST, 7 days a week. |
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When does my account expire?
TEL3 prepaid minutes will only expire after one (1) year if you do not use them. Also, if your plan has a monthly service fee, the amount will be deducted from your account balance on a monthly basis even though you do not use the service. |
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How do I recharge my account?
You have two options for recharging your account. You may either login to your account through Customer Login, (your login will be your 10-digit account number and your PIN will be your password) then click on the 'Recharge' button, or you can always contact our Customer Support at 1-800-482-4459 between 7am and 12am EST, 7 days a week and one of our representatives will assist you to recharge your account to the amount you would like.
Please also keep in mind that we also offer an automatic recharge option, which you can set during the sign up process, so you don't have to recharge your account manually every time you are low on your balance. When your account gets to a minimum of $3.00, your account will be automatically recharged for the amount you have selected. Most clients find the automatic recharge as the most convenient way for them. |
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What is the minimum that I can recharge my account for?
The minimum you can recharge your account for is $10.00. You can also recharge your account for $25.00, $50.00 or $100.00. We allow you to choose the recharge amount based on your calling habits. Clients who call often will usually recharge their account for the $50.00 or $100.00 so that they recharge less frequently. The $10.00 and $25.00 recharge amount would be for clients with less frequent calling. |
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Can I recharge my account online?
Yes. You can manually recharge your account online. |
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Is there an added fee to recharge?
No. There are no surcharges or hidden fees when recharging. |
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Can I change the auto-recharge option on back office?
Yes. You easily abort the auto-recharge option, and can switch to manual recharge mode by logging in to your account online. After you log in click on "Review Account Information" and simply select "Off" option next to the Auto-recharge section. You can switch back to automatic recharge by following the same steps and selecting "On" option anytime you want. |
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How can I use the SMS Service?
In order to use the SMS service, first you need to make sure that your cell phone device and plan is capable of sending /receiving SMS messages. With the SMS service, you can get your latest balance information, and change your recharge mode.
- In order to receive your latest balance information simply write "bal", we’ll send a reply text message to you with your balance information
- To turn on or off your account’s auto recharge status simply write " auto off" or "auto on" and text message to the TEL3 SMS number at 1-786-208-6586. Please make sure that you receive a Confirmation SMS Message from us; if there is no message then it means the request has not been received or not processed.
Please keep in mind that you may be charged by your wireless provider for sending/receiving SMS messages depending on your wireless plan.
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What is Notification Preferences?
You can login to your back office and go to “Notification Preferences”, in order to enable or disable to receive auto-credit notifications either by email or by SMS. (Please note that currently this option is available for Mobile Plan users)
Please keep in mind that you may be charged by your wireless provider for receiving SMS messages depending on your wireless plan. |
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