General • Payment • Account • Connection
- My order status shows "COMPLETED" but no credits are added to my account ?
- My account has been blocked and I cannot buy credit anymore. Why is that ?
- Are there any other charges to pay ?
- I want to call one of the free* destinations, but I get charged anyway
- Which kind of payment methods do you offer ?
- When do call charges take effect ?
- Will I receive an invoice ?
^ topMy order status shows "COMPLETED" but no credits are added to my account ?
In some cases customers have experienced longer than expected delays in between orders being processed and credits appearing in balances. Generally it should only take minutes, but in a small number of cases customers may have to wait longer for their balance to reflect the purchase.
You can always check your order status in the My History/Purchases section of your personal pages. We suggest you attempt to place a call even if the purchased credits have not appeared yet. In some cases the shown balance may take some time to update and placing a VoIP-Out call can often trigger an immediate update. If your order is listed as "Completed" you WILL receive your credits.
^ topMy account has been blocked and I cannot buy credit anymore. Why is that ?
VoipZoom 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 go to our customer service page
^ topAre there any other charges to pay ?
There are no registration or administration charges. The advertised tariff for each destination is all-inclusive. If you make a phone-to-phone call you will be charged a 5 eurocent starting fee.
^ topI want to call one of the free* destinations, but I get charged anyway
There are several reasons why you may have been charged for the free destinations). You may have reached the maximum limit of our Fair Use Policy or you may be dialling a non free destination without realising. Please consult our terms of use.
^ topWhich kind of payment methods do you offer ?
VoipZoom offers various ways to pay, including major credit/debit cards, bank transfers, PayPal, MoneyBookers and depending on where you live, various local payment methods. Click here to see a list of payment methods offered in your country. Or login to your account and select "buy credit" to see which payment method suits you best. Should your preferred method of payment not be included you can also check MoneyBookers or PayPal as they offer even more local payment methods.
^ topWhen 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.
^ topWill I receive an invoice ?
You will not receive an invoice by post. All call specifications and costs can be seen on your account page on this website.
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