Support

YupeePhone offers a variety of contact methods. Intensive support is important to us. Feel free to contact us for any question/problem offline or online.

Please browse the following, before contacting support.

FREQUENTLY ASKED QUESTIONS

General

1. I already signed up and I did not receive my account information.
2. I can not login in my online account.
3. I need more information on how to make calls.
4. I want help to setup my speed dials.
5. I have a quality related problem.
6. I need a local number to access your service.
7. Can I use a SIP or IAX device/software/PBX ?
8. I can not make any calls from my account.

Billing

9. When is my subscription due ?
10. I want to learn how to add money in my account.
11. I want a refund.
12. I want to see my call history.
13. My account balance is 0 or negative.
14. I have a Monthly plan and I want to know how and when to pay.
15. I have an Unlimited Plan and I can not make calls.

If none of the above applies to you, you should open a support ticket.

OFFLINE SUPPORT

Sales, Support & Billing Departments are accessible by phone 5 days a week. Our voicemail is available 24/7 with the ability to hold 10.000 voice messages daily. Monday to Friday (9am - 5pm EST) : +1 (586) 913-8224 You are welcome to send your faxes 24/7 at : +1 (800) 518-1149 Yupee Phone LLC P.O. Box 951 Warren, MI 48092 USA

ANSWERS

1. I already signed up and I did not receive my account information.
For security purposes we send all the account information to the email address used to make the payment. If you used a different email address in the order form, please check the email address registered with Paypal. Also, there is a chance the information went to your spam folder.

If you already checked your Paypal registered email account and still you did not find your account information, you should open a support ticket.

2. I can not login in my online account.
Do not use your account number/PIN as your username. Always use your Alias Number and password to connect to your online account. Also, when you copy and paste the information make sure there no empty spaces before or after the username or the password.

If your account has been inactive for the last 6 months there is a chance it was blocked by our billing department. In this case you should open a support ticket.

The most common reason that your account has been blocked is :

• You used another Paypal account to deposit money to your account.
• You deposited more money than the daily limit.

3. I need more information on how to make calls.
When you make calls using the Local Numbers, please follow these easy steps :

STEP1. Call from any phone our access number. It works just like a calling card's number. Each call to this number costs as much as any local call from your phone.
STEP2. If you are asked for a PIN, enter your Account Number/PIN. You need to enter your PIN once from the number you are calling from.
STEP3. Listen to the female voice on the phone explaining how to call. When you hear that voice, you will be sure the call is made through YupeePhone.
STEP4. Dial the number.

To avoid any mistakes, do not call 011 or 00 in front of the number. Begin dialing from the country code and then the rest. If you are calling from a landline, make sure that the call to our Local Number is not charged by your local phone provider.

4. I want help to setup my speed dials.
To setup your speed dial:

• Sign in your online account.
• Go to speed dial on the left side.
• Choose a speed dial number from 0 to 9.
• Insert the phone number you want to call with the speed dial.
• Fill in the name of the person.
• Press the “assign number to speed dial” button.
• When you make a call, press the speed dial number and then the pound key, which is located under 9. The phone number assigned to the speed-dial will be dialed right away.

5. I have a quality related problem.
If you have a voice quality problem, please make sure you have answers to the following questions before contacting support.

• Which access number are you using to connect to our service ?
• Do you make your calls from a landline or a mobile phone ?
• If you are calling from a mobile phone, are you sure you have a good signal ?
• Do you hear noise during your calls ?
• Use our service to call another phone number in your house or your cell phone. Do you have the same problems ?

In the case the problem is persistent you should open a support ticket.

6. I need a local number to access your service.
You will find our access numbers on our website, under access numbers on the left vertical menu. If you need a number in an area not covered on our web site, you should open a support ticket.

7. Can I use a SIP or IAX device/software/PBX ?
Yes you can, please inform us during Checkout that you want to use the SIP or IAX protocol. You are welcome to use your own VoIP device or order one from us.

8. I can not make any calls from my account.

• Make sure that your account does not have a negative balance and that you are using the correct PIN number.
• If our system doesn't accept your pin, you should know that all our flat rate plans have a limit in the numbers you can use them from.
• Please check the Caller ID section on your online account for the numbers registered with your account.
• If you want to delete a number from your account, you should open a support ticket.

9. When is my subscription due ?
Your subscription is due 30 days after you make your first calls with our service. It is not due on the first on the month, but every 30 days.

10. I want to learn how to add money in my account manually.
Adding money to your account is extremely easy. Please follow these easy steps :

• STEP 1. Login to your online account and click on the Add Money option on the left vertical menu.
• STEP 2. Select the amount you want to add and click on Buy Now.
• STEP 3. If you already have a Paypal account, just login and accept the transfer as usual.
• STEP 4. If you do not have a Paypal account, fill in your information on the left column. Your credit card is safe with Paypal's encryption. We never receive your credit card information, only your payment and your name.

All payments through Paypal are automatically added to your account in less than 5 minutes.

11. I want a refund.
Asking for a refund is extremely easy. Just open a support ticket. Please be advised that we do not process refunds over the phone. Alternatively, you can send us your refund request by mail, to Yupee Phone LLC, PO Box 951, Warren, Michigan 48092, USA.

Your refund will be issued in 7 business days and all referral bonuses associated with the payment will be canceled. If you have a monthly plan, your refund will be prorated for the days you used the service. For example if you used our service for 5 days, you will get the 25/30 of your subscription payment.

All refunds are processed under our 30 Day Money Back Guarantee, as described in our Terms Of Use.

12. I want to access my call history.
To view your call history, please login in your online account and then click on the Call History option on the left vertical menu. You can select to view your calls for a certain month or for a period of days. There is an option to see only the answered calls or all the calls you made. Viewing all the calls is important to see if you made a mistake dialing a number.

13. My account balance is 0 or negative.
If you have a monthly or unlimited plan and your balance is 0, this means your account is in good standing and ready to be used. Any extra money you might have in your account can be used for destinations which are not free.

The money in your account does not expire. If you have a negative balance, this means you have to add money in order to use our services. Your account balance has to be at least 0.

14. I have a Monthly plan and want to know how to pay.
We charge the subscription fee 30 days after the day you made your first call. If your account goes negative you will not be able to make any calls until you cover the negative balance.

15. I have an Unlimited Plan and I can not make calls.
If you have an Unlimited plan and you can not make any calls, make sure of the following :

• You have at least a 0 balance in your account. If you have a negative balance that means your monthly subscription fee was subtracted from your account and you have to add money.
• If you are trying to call a destination which is not free in your plan, you will not be able to make any calls until you add the necessary funds to your account.
• If you violated our Fair Use Policy it is possible that our Billing Department blocked your account. Our Flat Rate Plans are offered for residential non-commercial use only. The plan areintended for individual use and are limited by our fair use policy. Including, but not limited to : reseling of the service, unusually high volumes of calls to various telephone numbers, use by a Call Center or PBX, business pattern usage and predictive dialers.
• Make sure that you dial the correct number. All numbers in the USA and Canada should start with 1. For all other countries you have to add the country code and then the number.