Calling Features

Why do calls drop?

It depends! Are you using an access number or the calling app?

If you're using an access number to call offline (without using any internet connection), then the routing may be the cause. In this case, you can get in touch with us and we'll look into the issue right away.

If you're using the calling app, please go through the following checks. Make sure:
✔️ You have the latest app version installed.
✔️You have a great internet speed. A slow internet connection is the main issue for call drops.
✔️You have no VoIP restrictions from your internet provider.

As an alternative, you can try Offline Calling if you have the option available in your app. That depends on the country you call from.

Do I always have to dial the PIN?

No, you can skip dialing the PIN by activating PINless Dialing feature in your account.

Can I skip dialing the destination number?

Yes, using our free Speed Dial feature you can initiate a call by pressing one digit only instead of entering the whole destination number. Our system will dial the number you have assigned to that digit.
To set up this free feature, please go to My Account. Click on Speed Dial, choose a digit and add the full destination number (in international format).

Can I skip hearing the prompts?

You can skip hearing the voice prompts that announce your PIN balance & minutes by setting Voice Prompts OFF. Simply log in to My Account, click on Voice Prompts, set status "Off" and click on Save.

Why do calls get disconnected?

It depends! Are you using an access number or the calling app?

If you're using an access number to call offline (without using any internet connection), then the routing may be the cause. In this case, you can get in touch with us and we'll look into the issue right away.

If you're using the calling app, please go through the following checks. Make sure:
✔️ You have the latest app version installed.
✔️You have a great internet speed. A slow internet connection is the main issue for call drops.
✔️You have no VoIP restrictions from your internet provider.

As an alternative, you can try Offline Calling if you have the option available in your app. That depends on the country you call from.

How can I set up PINless Dialing?

To set up this free feature, please log in to My Account. Click on PINless Dialing, add the number you call from (in international format) and click "Add".

How many numbers can I set for PINless?

You can store as many numbers as you want for PINless.

How can I set up Speed Dial?

To set up this free feature, please go to My Account. Click on Speed Dial, choose a digit and add the full destination number (in international format).

How can I set up Auto Recharge?

To set up this free feature, please log in to your account. Click on Auto Recharge, set its status to "On", select the amount with which you want your balance to be recharged, and click "Save". Make sure you have a payment method (card or PayPal account) saved in your account.

How can I cancel Auto Recharge?

To cancel Auto Recharge, please log in to your account, click on Auto Recharge, set its status to "Off", and click "Save".

My PINless Dialing feature is activated, but I still have to enter my PIN. Why?

PINless will not work if your caller ID is blocked or if your phone is set on "private." Also, make sure you do not have a duplicate account on which the same number may be saved.

Can I use your service when I travel?

You can use your Voice Credit to call from anywhere in the world. We offer access numbers for more than 35 countries. Please check the complete list of these countries and the costs associated on our How to Call page. You can also make a call from your PC with Web Call.

Mobile Recharge

Where can I find mobile recharge promotions?

You can check all our Mobile Recharge promotions on our Mobile Recharge page, by selecting the operator of the number you want to recharge.

What is Mobile Recharge?

Mobile Recharge is a service that allows you to send credit to any mobile phone in the world. It is fast, simple and reliable!

How can I make a mobile recharge?

To recharge a mobile abroad, first you need to open a free account on this website.

Then, follow these simple steps:

1. go to the online ordering form
2. choose the country where you send the recharge and the operator of the mobile you want to recharge
3. proceed to payment
4. check the recharge status in the Activity - Orders section of your account.

Is there an expiry date on the Mobile Recharge that I send?

We do not impose any expiration date on the Mobile Recharge that you send and normally the mobile operator of the phone you are recharging will not impose any either. We advise you check such details with your mobile operator.

How long does it take for the mobile recharge to arrive?

The Mobile Recharge credit is normally received immediately after a successful purchase.
However, on rare occasions, if the mobile operator of the prepaid number you selected to recharge is experiencing delays, then the Mobile Recharge could take up to 12 hours.

Note that the operator will not always send an SMS to the recipient to advise of the top up and so if, after 12 hours the Mobile Recharge has not been received, then the recipient should get in touch directly with the mobile operator directly to confirm their balance.
The contact information for the operator is listed on the invoice, available in your account. Alternatively, you can let us know after 24 hours, so that we can contact the operator for you.

What are "local taxes"?

A local tax is tax assessed and levied by a local entity or authority such as a state, county, municipality, or a local operator in this case. Local taxes differ according to the the country airtime is sent to. They may cover one, several or all of the taxes below: local operator's fees, VAT, specific municipality taxes, or national taxes in the destination country. The local taxes are not under the control of CallEurope. The processing fee is what CallEurope adds to the order value to cover for international transaction costs. The service processing fee will be displayed in the checkout, which is the last step in the purchase process.

Can I recharge any mobile?

You must check if the mobile you wish to recharge is a prepaid number and allows prepaid recharges. After this, please make sure you have the correct number and mobile operator selected.

How do I know if my Mobile Recharge was processed?

The Mobile Recharge is processed once you receive the invoice with the status "Successful." This means that the amount was sent to the mobile operator. It may take up to 24 hours for the mobile operator to update the credit to the prepaid number you selected. You can always check the status of your orders in your account.

Why did the phone I recharged not receive the promotional bonus?

If the bonus was not received, you or the beneficiary should get in touch with the mobile operator directly. The contact information is available on your invoice with us. Alternatively, you can let us know after 24 hours, so that we can contact the operator for you.

The promotions that we display on our website are run solely by the local mobile operators, who are fully responsible for awarding the bonuses. We also display their Terms and Conditions associated with a specific promotion.

Why did the mobile phone I recharged receive less credit than I expected?

In many countries, the government charges a local sales tax on Mobile Recharges. It is the same tax that consumers would have to pay if they bought a Mobile Recharge in store, in that particular country. Also note that mobile operators in several countries reserve the right to impose fees on mobile recharges without prior notice.

Are there any extra fees that apply to mobile recharges?

For Mobile Recharge you will be charged a processing fee of minimum $1, depending on the amount you are recharging. You can see the exact processing fee amount on your checkout order summary before completing the purchase.

What is the calling rate that will apply to my Mobile Recharge beneficiary?

The rates that apply to calls made by the mobile number you recharge will be the ones established by the local mobile provider. Please check this information with that mobile provider.

Where can I check the Terms and Conditions for a Mobile Recharge offer?

CallEurope.com may have special offers for different mobile operators. Please check the Terms and Conditions displayed on the Mobile Recharge page to make sure you know all the details of an ongoing promotion.

What if my Mobile Recharge order has the status "Failed"?

The "Failed" status can result if the mobile operator in that country is experiencing a technical outage. In this case we will attempt to send the recharge to that operator over the following 12 hours during which time the mobile operator will most likely have recovered and be able to accept the recharge. The status will then charge to "Successful".

The "Failed" status can also result for: incorrect mobile number, incorrect operator-number combination entered, post-paid instead of prepaid mobile number entered, mobile number is not yet activated etc. Please recheck the information you entered to make sure all information is valid.

If a "Failed" status changes to "Successful" then you will be charged accordingly. If after 72 hours, the status remains on "Failed" and you have not requested an inquiry, then our system will automatically cancel the transaction and you will not be charged. You can always check the status of your orders in your account Activity.

What can I do if I recharged the wrong number?

Unfortunately, we cannot retrieve recharges that were sent to the wrong number or operator. These transactions are considered complete and we cannot retrieve or refund them since a successful online payment leads to immediate credit availability on the recharged mobile. Please carefully check and double-check the number you enter.

Can I recharge minutes or data with Mobile Recharge service?

We can help you top up a mobile online, but the way the credit is being used depends on the local provider. You may want to check if the mobile operator has any plans or Internet packages advertised on our website.

Is there a maximum order limit for mobile recharges?

There is no maximum order limit for the number of orders a client can place.

Still, some local operators may set a limit to the top up amount that a number can be recharged per week or month.

How does the PIN recharge work?

When you buy a PIN recharge, the credit is not applied automatically to the number. The recipient receives an SMS with the PIN number and the steps explaining how to redeem it. Once the transaction is settled you will be provided with a confirmation email, confirming the status of your transaction and providing you with the PIN together with the instructions.
Additionally, you will be able to see these details by clicking on "Invoice" in the Activity section of your CallEurope.com account. Contact our Support Team if you need further assistance.

Will the customers be able to use Cubacel bonuses to buy the 3G&4G plans?

In general, the recipient cannot buy data plans using the bonus. However, there are some promotions that double or triple the main balance and in that situation, they can use the extra credit for data plans too. To make sure, please check the terms and conditions of each promo.

Can I send mobile recharges that can be used for 3G&4G services in Cuba?

Yes, the credit you send to Cuba can be used for purchasing 3G&4G plans. Just remember that during Cubacel promotions, only the main balance can be used for buying such plans.

Gift cards

What's a gift card?

A gift card is a digital voucher that can be used online across borders, allowing recipients to choose from a variety of goods, services, or subscriptions. It's a versatile and convenient way to send gifts to loved ones worldwide!

Our collection includes popular options like PlayStation gift cards, Xbox gift cards, Netflix gift cards, Uber gift cards, Bolt gift cards, Spotify gift cards, Boomplay gift cards, and more.

How can I send a gift card?

To send an international top-up using MobileRecharge.com, follow these steps:

1. Visit our Buy gift card page.
2. Select the Recipient's Country.
3. Enter the recipient's details. Double-check for accuracy.
4. Choose the Gift Card.
5. Log In or Create an Account:
   If you have an account, log in. If not, you can create one during the process.
6. Payment:
   Provide your payment information. accepts credit/debit cards, PayPal, and other payment methods.
7. Review and Confirm:
   Review the details of the gift card, including the recipient's details and the selected amount. Confirm that everything is correct.
8. Submit the Payment:
   Once you're satisfied with the details, submit the payment. You'll receive a confirmation email or message once the order is successful.
9. The recipient will get a notification with the gift card code.

What gift card options are available for my country of choice?

We offer an extensive selection of gift cards, and our list continues to grow. We encourage you to stay tuned to our website for the latest additions. Check out the list of gift cards currently available.

How to redeem a gift card?

After making your purchase, you will receive your gift card instantly in your invoice email. The recipient will also get a notification, making the process quick and easy!

Other Products

How does a Virtual Number work?

Your Virtual Number is a local number in another country/city, where your family and friends live. Having a Virtual Number, you can receive calls from abroad on your personal phone. Your family and friends can call you on your Virtual Number and pay for an international call as if it were a local call, while you pay a low fixed monthly fee to receive their unlimited calls.

What is a Virtual Number?

The Virtual Number service allows you to receive calls from the country your relatives or friends live in. They will call you on a local number and pay for a local call, while you can receive their calls for a monthly subscription.

How can others call me at low rates?

Your friends and family can call you through the Virtual Number service. Also they can call you through our calling prepaid service in 3 ways: using KeepCalling app from their smartphone, from PC to phone via Web Call in your account, through access numbers in the area they live in, without the need for Internet connection.

Can I receive calls on my mobile using your service?

You can receive calls on your mobile through the Virtual Number service. The Virtual Number is a number in another country that will be forwarded to your landline or cell phone to receive calls from abroad. Also you can receive calls through our prepaid service if we have an access number available in the country of those who call you.

Do you offer SMS service?

Yes, you can send SMS by using our Web Call application in your account. Please check the list of available countries for the service.

Are your rates the same no matter where I call from?

No matter where you call from, our rates stay the same. This is true for calls using our local access numbers and the Web Call app. For calls using toll free numbers, the cost will be different. Please check the cost for dialing a toll free number on our How to Call page.

Can I choose my Virtual Number?

The Virtual Number will be assigned to you randomly. It will be a local number from the city you selected.

How much will my family pay for the calls made to my Virtual Number?

Your family will be charged for the international call made to you as for a local call to the Virtual Number. The local costs will vary according to the type of subscription they have with their local provider.

Why is my Virtual Number not working?

If the monthly payment for the Virtual Number service cannot be processed, the forwarding option will be suspended. Calls through this service will be blocked after 10 days. The Virtual Number service will be deleted from your account if the payment can’t be processed after 20 days from billing date.

How do I see the calls I receive on the Virtual Number?

To view your call records for the Virtual Number service log in to your account and click on Activity. You will be able to check the call records for the last 30 day.

How can I cancel my Virtual Number?

You can cancel your Virtual Number subscription by deleting the number from your account. Just log in with your email and password, click on the Edit button displayed next to the Virtual Number and delete it. Once the Virtual Number is deleted you will no longer be charged.

Can I get the Virtual Number back if I canceled it?

Once a Virtual Number has been canceled we will not be able to restore it to your account. You will have to order a new one.

How can I check if an SMS was sent?

You will be able to check the SMS history for the last 30 days in your online account. If the status of an SMS is "failed" this means that it was not sent and you will not be charged for it. If the status shows "pending" it means that the mobile subscriber is out of the connection area or the mobile is switched off. The message will be sent as soon as the mobile subscriber has the cell phone turned on or is in the connection area.

How do I send an SMS?

You can send SMSes from our Web Call application available in My Account.

Payment

Where can I find my invoice?

Log into your online account, and go to the "Activity" tab. Next, tap on "Orders" and look for the order you're interested in. On the same line, tap on "View" to check your invoice details.

If you need to check older transactions, please hit "More" below your list of orders to have the whole list displayed.

Do you have Terms and Conditions?

Yes, our products are subject to certain Terms and Conditions. Once you've made a purchase, it means you have agreed to them.

What is 3D-Secure?

3-D Secure is a global e-commerce solution that enables cardholders to authenticate themselves to their card issuer through the use of a unique personal code/password. When you make a purchase, you may be redirected briefly to your bank/issuer website to enter your 3D-Secure password and when your bank/issuer accepts this, then you are redirected back to our website to complete the purchase. This solution addresses current consumer concerns about the security of online shopping and the high rate of e-commerce fraud and it is designed to take online shopping security and consumer confidence to a new level.
For VISA customers the security check will appear under the name "Verified by VISA". For MASTERCARD customers the security check will appear under the name "MasterCard SecureCode".

Why have I been asked to enter a password when making a purchase?

This is a 3D-Secure security check directly from your bank/card issuer. When you make a purchase, you may be redirected briefly to your bank/issuer website to enter your 3D-Secure password and when your bank/issuer accepts this, then you are redirected back to our website to complete the purchase. If the bank/issuer is asking you to enroll for 3D secure or enter a password for 3D-Secure and you want to skip this, then you must get in touch with the bank directly.

What credit/debit cards do you accept?

We accept American Express (for USD payments only), Diners, Discover, Japanese Credit Bank, Maestro, Mastercard, Visa or Visa Electron. You can also use your PayPal account for finalizing an order.

Can I buy your products using a debit card?

You can purchase any of our products by using both credit and debit cards. We accept American Express (for USD payments only), Diners, Discover, Japanese Credit Bank, Maestro, Mastercard, Visa or Visa Electron. You can also use your PayPal account with us.

Is your website secure? Can I place orders with my card safely?

Yes, our website is secure for online transactions. We use reasonable precautions to keep the personal information you disclose both in your browsing and your purchases, and never release this information to third parties.

What's my billing address?

Your billing address is the address your card was issued to. Please use this as your billing address for orders on the website. We will not send anything by mail to this address.

Can I ask for my money back?

We offer 100% guarantee. However, our products are subject to Terms and Conditions and we will offer a refund only if the service did not work.

Account & Payments

What forms of payment do you accept?

The payment can be made with any of these credit/debit cards: American Express, Diners, Discover, Japanese Credit Bank, Maestro, Mastercard, Visa, Visa Electron and, of course, with PayPal.

How to Buy

Do you charge anything extra?

For buying a Mobile Recharge you will be charged a small processing fee depending on the value you wish to buy. The exact amount will appear on the checkout page before you make payment. This processing fee reflects multiple international payments we need to cover in order for you to be able to make the fast and secure online top ups.

Why was my payment declined?

Declines can happen for a variety of reasons, the most common of which are: insufficient funds, incorrect card information, expired or canceled card, and the impossibility of making online payments with that specific card. In some rare cases there may be a communication error or a technical problem, so we recommend that you try again later. If your payment still doesn't go through, please contact your bank for more information.

Why is there a processing fee?

The processing fee is a percentage-based fee that's charged on every transaction. It reflects several international transactions we need to cover to make possible your fast and secure online top ups. The value is of minimum $1, depending on the amount you are recharging. You can see the exact processing fee amount on your checkout order summary before completing the purchase.

How will I be charged for my calls?

The service is prepaid: you buy the minutes in advance and we round up your calls by 1 full minute.

How can I change the card saved in my account for a recurring payment?

In order to change the card saved in your account for a recurring payment, you need to:

• Save a new card the My Information section of your account (Payment Methods >> Add a new card);
• Choose the product for which you want to replace the card in the Subscription Payment Options section and select the new card from the dropdown.

How can I save another credit/debit card in my account?

Log in to your account, click on "My Information" tab and then "Add a new card" under "Payment Method."

Do I have to create an account?

Yes, every person who wants to use our services has to open an account with CallEurope.

What is a coupon code?

Coupon codes allow you to get bonuses or discounts when you buy one of our products. We may send you coupon codes when we have a promotion.

Will I receive a bill?

Yes, you will receive an invoice for the purchased service, by email. All invoices are available in your online account.

Can I pay for my orders with non-USD credit/debit cards?

Yes, you can pay with any of the major cards, even if they have been issued outside the US. Please check the payment methods. One exception only: American Express cards can be used only for USD payments.

Can I pay through money transfer?

No, but we accept all major cards and PayPal. Please check our payment options at the bottom of the page.

Is there a maximum order limit for Voice Credit?

No, there is no limit on the maximum number of orders you can place.

How do I edit my billing address?

If your billing address has recently changed, go to My Information page, click Edit, delete the old address and add the new one.

How many credit/debit cards can I use to buy your services?

You may use up to five different credit or debit cards in your account.

Do I sign a contract?

To buy the service, you must agree to our Terms and Conditions. This will be considered your consent for buying the products.

Account Information

I lost my password. How can I retrieve it?

On the login page click Forgot password, enter the email registered in your account and click Retrieve. You will receive a link in your email inbox. Click the link to change your password. If you cannot remember the email address registered in your account, please contact us.

How can I edit my personal information?

Log in to your account with your email and password, go to "My Information," click "Change" to edit your Personal Details and then click Save.

What is a PIN number?

The PIN is a unique 10-digit number you receive when you first buy Voice Credit. This is a permanent PIN number and remains the same when you recharge your account. You can skip entering your PIN by activating the free PINless Dialing feature in your account.

Can I choose my PIN?

The PIN is a unique number randomly generated for your account. Unfortunately, you can not choose or change your PIN. Each account has one unique PIN.

How can I log in?

To log in, please use your email and password registered on this website when opening your account. If you can't remember your password, please click on Forgot Password to reset it.

How do I change my password?

To change your password log in to your account, click on My Information, edit your password and click Save.

How can I check the calls I made?

You can check your call records for the last 30 days in your account. Just log in and go to Activity to view the details.

How do I check my Order History?

You can check your orders by logging in to your account on our website.

How can I check my SMS records?

You can check your SMS records for the last 30 days in your account. Simply log in and go to Activity to view the details.

How do I delete my CallEurope account and my information from your database?

For security reasons, the request to delete your account can only be submitted from your online account.

Results of Account Deletion
Please note that by deleting your account, the following will happen:

• Your personal and account information will be deleted from our system.
• Any remaining balances will be immediately forfeited & are non-refundable.
• You will no longer receive any notification from our website.
• Your account will be permanently deleted and cannot be recovered.

Check Before You Delete
For account deletion to proceed, first make sure you:

• cancel any active subscriptions in your account and
• don't have any pending orders

Delete Your Account Steps
Here are the steps to follow to delete your account:

• Go to the My Information tab in your online account
• Scroll down to "Account Control" under the "Account Details" section.
• Click on the "Request" button next to "Delete your account".
• Follow the on-screen steps and finish the process.

Our website and service are CCPA & GDPR compliant.
Thank you for your time with us and remember you can open a new account with us whenever you wish.

Offers & Promotions

How can I find out about offers and promotions?

You will receive updates about promotions and coupons by email, if you are subscribed to our Newsletter.

Company Background

Why should I buy from you?

Our website offers high connection quality at the best rates on the market. You get:

• No hidden fees
• free features to place your calls easier
• 1 minute rounding
• 100% Quality Guarantee
• free apps for iOS and Android.

Do you offer good quality calls?

At CallEurope we offer the best quality for the best rates. We route the calls through different selected carriers for each destination, to ensure a good connection.

Where is your business located?

Our business is registered in Atlanta, GA, USA and we have offices in USA, South America and Europe.

Do you use VoIP?

We use the latest technologies and the best routing methods to make sure your calls get connected. We also use VoIP.

What is your mailing address?

Our mailing address is available on our Support page. Please find it there.

How long have you been in business?

Our company was launched in 2002. Since then we have been offering our services to hundreds of thousands of customers worldwide.

Rates

Are rates the same for calling mobiles and landlines?

Usually, the rates are different for calling cell phones and landlines. Please check our Rates page for the country you're interested to call.

How can I find the rate for the number I want to call?

Please check the rate for the number you want to call on the Rates page. You may enter the country or the destination number to find out the specific calling rate.

Are your rates the same during the day?

Our rates remain the same throughout day and night.

Where can I find the rate for sending an SMS?

The rate for sending an SMS is displayed on our Rates page. Please enter the destination number or the country you want to send an SMS to in order to find out the rate.