Frequently Asked Questions:

First Time Log In

I am an existing Global Phone Card customer, but new to this site. How do I log in for the first time?

What's New with the Vonage Global Phone Card?

What do I need to know?

Making a Call

How do I make a call using my Global Phone Card service?
When do I need a PIN?
How can I retrieve my PIN?
How do I make a follow-on call?
Does Vonage charge any extra fees?

PIN-Less Dialing

What is PIN-less Dialing?

Online Accounts and Purchases

How do I get started with a Global Phone Card account?
I forgot my Passcode, how can I retrieve it?
What denominations of cards are available?
Do purchases expire?
How can I add funds to my Global Phone Card?
How do I register additional an additional phone number?

Features

What is the Globe Traveler feature?
How do I place a call using the Globe Traveler feature?
What are the rates using the Globe Traveler feature?
Are there roaming charges when I use the Globe Traveler feature?
What is the Global Call Me feature?
What is a One-Touch Number?
What is a Speed Dial Number?

Other

Do I have to be a Vonage home phone customer to use the Vonage Global Phone Card?
Can I use the card to pay for my Vonage home phone service?
What is your return policy?


First Time Log In

I am an existing Global Phone Card customer, but new to this site. How do I log in for the first time?
Simply click the "Need a Passcode" link on the Home Page and enter the telephone number you are using to make calls then click "Request Password." A Passcode will be sent to you via SMS or email. Then simply sign in using that telephone number and new Passcode.

Note: For security purposes, you are allowed three attempts before the account is locked. Should you lock your account, or have issues logging in, please call Customer Care at 1-800-310-7560 for further assistance.

What's New with the Vonage Global Phone Card?

What do I need to know?
We have recently made service updates to the Global Phone Card Service and they include:
  • 24x7 Chat Customer Care - 8am-2am Dial 1-800-310-7560 in English and Spanish
  • New features that will save you time and money like Share Your Minutes, One-Touch number and Global Call Me. Click here to learn more
  • Service is for international calling only and includes Canada and Puerto Rico
  • Toll-Free access numbers are available for an additional 2 cents/min
  • Simply dial direct from home or mobile phones for the lowest rates; service has been removed from the Vonage Mobile App

Making a Call

How do I make a call use my Global Phone Card service?
I purchased a card from a retail store:
  1. Register your Primary Telephone Number by dialing any of the access numbers on the back of your card or from this list and the 10-digit PIN
  2. Call the number you wish to reach by dialing 011 + Country Code + Area code and the phone number. Calls to Canada, Puerto Rico and Caribbean only require that you dial 1 + area code and telephone number.
Note: The first time you enter your 10-digit PIN from you home or mobile number, you are registering that number to make future calls that are PIN-less and are billed against your account using the Share Your Minutes feature.

I purchased service electronically from a self-serve kiosk or at a retail store:
  1. Dial any of the access numbers printed on your receipt or from this list
  2. Call the number you wish to reach by dialing 011 + Country Code + Area code and the phone number. Calls to Canada, Puerto Rico and Caribbean only require that you dial 1 + area code and telephone number.
I purchased service direct from the Vonage Global Phone Card website:
  1. Dial any of the access numbers from this list
  2. Call the number you wish to reach by dialing 011 + Country Code + Area code and the phone number. Note: Calls to Canada, Puerto Rico and Caribbean only require that you dial 1 + area code and telephone number.
Quick Menu Tips (Also available on reverse of card):

Add funds from a new card
  • Dial any of the access numbers from this list and press *
  • Press 1 to add a newly purchased card PIN to your account (using the primary registered phone number)
Recharge with a credit card
  • Dial any of the access numbers from this list and press *
  • Press 2
When do I need a PIN?
When you purchased a physical card from a retailer. PIN numbers are required to activate your account for the first time. Future calls from that number will be PIN-less.

When you purchase additional cards. The first time you use a new card, you will be required to enter its PIN. Future calls from that number will be PIN-less.

When you want to register additional phone numbers on your account with the Share Your Minutes feature. A PIN is required the first time the new caller dials an access number. Future calls from that number will be PIN-less.

When using the Globe Traveler feature to make low-cost calls from international destinations. A PIN is required the first time you dial a local access number from outside of the U.S. Future calls placed from those phone numbers will be PIN-less.


How can I retrieve my PIN?
If you lose or forget your PIN number, it can be retrieved by calling Customer Care toll-free at (800) 310-7560.


How do I make a follow-on call?
To make another call without re-dialing the access number, press the # key for 2 seconds and
then follow the usual calling prompts.


Does Vonage charge any extra fees?
Dial a local access number from your mobile or home and never pay any extra fees! You are only charged the per-minute rate, and nothing more.

However, toll-free access numbers are charged an additional $.02 per minute, and calls placed from a payphone incur a $.90 charge per call.


PIN-Less Dialing


What is PIN-Less Dialing?
Calls made by customers who purchase their service online are always PIN-Less but for those who purchase from a retailer, it makes it unnecessary to enter your PIN each time to place a call. PIN-Less dialing is enabled the first time you dial any access number and PIN using that card and telephone number.


Online Accounts and Purchases


How do I get started with a Global Phone Card account?
I purchased a card or service electronically from a retailer:
First, you must activate your Global Phone Card service by dialing any access number and PIN found on the back of the card. You will receive an SMS with a Passcode to gain access to your new account. Then, log in using that telephone number and new Passcode.

I have or will purchase from the Vonage Global Phone Card website:
Create a new online account by clicking Buy Now, complete the registration and log in with the credentials you created. If your Primary Registered Telephone is a mobile number, you will also receive an SMS confirming your registration.

I forgot my Passcode, how can I retrieve it?
If you forgot your Passcode, click the “Need Passcode” link, enter your Primary Registered Telephone Number and a Passcode will be send to you by SMS or email.
Or call Customer Care at 800-310-7560

What denominations of cards are available?
For your convenience, most phone cards are available in a variety of denominations.
Recharging online or with Customer Care can be done in $5, $10, $20, $25 or $50.

Note: For security purposes, recharges are limited to $50 in a 24-hour period. See Auto Recharge for convenience.


Do purchases expire?
Yes. Purchases expire 12 months after the date of your first use or last recharge.

How can I add funds to my Global Phone Card?

How can I add funds to my Global Phone Card?
Online: Create a new Global Phone Card account online by clicking "Buy Now" on the home page, select a value to purchase and follow the registration process. The value selected will be added to your existing Global Phone Card balance.

In Stores: You can purchase a new card in the store and add those funds to your existing balance. Just dial the access number and use the new PIN from the card, press "*" at the recording, then follow the prompts. In retail locations offering electronic sales, simply provide your Primary Registered Telephone Number to the sales associate.

By Phone: Contact Customer Care toll-free at (800) 310-7560 to add your U.S. credit card to your account then recharging is simple. Dial any access number and press "*" then "2" to add funds.


How do I register additional an additional phone number?
You can register up to 4 additional phone numbers as users on your Global Phone Card account by logging into your online account and clicking "+Share Your Minutes#" from the Account Details page. You can also register additional numbers by simply calling from the phone number that you would like to register and entering your PIN number.

Please Note: U.S. phone numbers that you use to place a call using your PIN will automatically be able to Share Your Minutes to place calls using your account balance. This excludes pay phones, public phones and those that have blocked Caller ID.

Features


What is the Globe Traveler feature?
You can use the Vonage Global Phone Card to place calls when you travel to any of the countries on this list

How do I place a call using the Globe Traveler feature?
Contact Customer Care at 1-800-310-7560 to request an access number in the country you are visiting, enter your PIN and then dial as you normally would.
If you forgot your PIN number, please contact Customer Care at toll-free number (800) 310-7560.

What are the rates using the Globe Traveler feature?
Our low cost rates are available in the Rates section. The rate for calling to the U.S. is 5 cents per minute.


Are there roaming charges when I use the Globe Traveler feature?
Not from Vonage. Your mobile provider may charge you for roaming. Check with your mobile provider for details prior to traveling. Remember, you can use the Global Phone Card service from any phone. Use landlines to dial local access numbers and never risk roaming fees.

What is the Global Call Me feature?
You can allow friends and family in select international destinations to call you at 2.8 cents per minute. Select an international access number in your family's home country to connect directly to your U.S. phone number. When your family dials the access number, it will connect to your U.S. phone number. You will need to register each phone number of family and friends overseas who you want to call you.
See list of applicable countries

What is a One-Touch Number?
With a One-Touch number, you simply dial a local U.S. number and you will connect directly to your contact abroad. A One-Touch Number combines the access number, your PIN and the number you are calling into one single touch from your phone’s address book. You can create a One-Touch numbers for up to 100 overseas contacts. Login to myvonagepin.com to create your One-Touch Numbers.

What is a Speed Dial Number?
Speed Dial Numbers make it easy to place calls without needing to save them to your phone’s contacts. Login to myvonagepin.com to create up to nine Speed Dial Numbers. Then just dial your access number and enter the Speed Dial Number followed by the "#" and you will automatically be connected (ex: 1#).

Other Questions


Do I have to be a Vonage home phone customer to use the Vonage Global Phone Card?
No. Anyone can use the Vonage Global Phone Card.

Can I use the card to pay for my Vonage home phone service?
No. The balance on your card cannot be used to pay for Vonage home phone services.

What is your return/refund policy?
Once a card is purchased and activated at the store check-out counter, a card cannot be returned.