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Frequently Asked Questions
Sign Up
- How do I Sign Up?
- How do I activate my account?
- How do I know that my payment card information is safe?
- What does the Authorize.net symbol mean?
- What type of incentive do I get for signing up?
- What are access numbers?
- How soon after account activation can I place my call?
Account Management
- How do I modify my account information
- What if I forget my user name and/or password
- Why do I have to log in with my PIN?
- How many numbers can I register to my account?
- How do I register phone numbers to my account?
- How do I set up auto speed dial numbers on my account?
Billing and Payments
- How will I be billed?
- What are the acceptable payment methods?
- What additional charges do I incur?
- How do I recharge my account
- Why isn't my payment card getting accepted?
- At what frequency am I billed during a call?
- How do I check the rates for my calls?
- Can I have more than one payment card on my account?
- Do the rates vary based on the time of the day a call is made?
Features
- What does it mean to be PIN-less?
- What is auto speed dial and how is it used?
- How do I use the redial feature?
- Is auto recharge available?
- What is Smart Direct Dial and how do I use it?
- What is SMS Text and how do I use it?
- Can I make calls from a phone that is not registered on my account?
Technical Support
- Why is there a long delay before my call is connected?
- Why do I hear fast busy signals as soon as I place a call?
- Why doesn't my call always go through?
- How do I use the eMax service?
- Can I use the eMax service outside of the US?
- How do I use the eMax service outside the US?
- Can I make calls from a land line or cell phone?
- I am directed to the login page when I try to edit my profile or recharge my account
Customer Service
- How do I get rewarded for refering a friend?
- When is customer service available?
- Can I use eMax regardless of my cell phone provider?
- Do I incur additional charges for using my cell phone?
- Do I use up minutes from my mobile phone plan when using eMax?
- Why should I use eMax for my long distance telecommunication services?
- Why do calls to mobile phones cost more?
- How do I become an agent with eMax?
Sign Up
How do I sign up?
There are three different ways to sign up with eMax Communications services.
- By clicking on the Sign Up button on the menu bar on the website
- By calling the customer service desk at 1-678-799-9920 or 1-678-608-1071 or 1-800-948-4996
- By contacting any of our resellers in your area.
How do I activate my account?
To activate your account after signing up, contact the customer service desk at 1-678-799-9920 or 1-678-608-1071 or 1-800-948-4996
This is done for security reasons to protect our customers from any kind of internet fraud
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How do I know that my payment information is safe?
Your card information goes directly through our payment processor - Authorize.Net.
All information is sent to Authorize.Net using 128-bit SSL encryption technology.
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What does the Authorize.Net symbol represent?
The Authorize.Net symbol represents our secure payment processing service.
Through Authorize.Net, eMax Communications
can guarantee our customers top notch security with their payment information
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What type of incentive do I get for signing up?
eMax offers an optional $2 extra credit for first time customers. This is only provided to the customers by request
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What are access numbers?
Access numbers provide our customers a gateway to use the eMax service.
We strive to provide our customers with a local access number. We are constantly adding more local access numbers to meet our customers' needs.
If you need a local access number for your area, please contact us at access number request
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How soon after my account is activated can I place my first call?
As soon as your account is activated and you have purchased some calling time, your account is ready to use
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Account Management
How do I modify my account information?
In order to modify your account, log in with either your account id and password or just your pin.
Once youre in, click
Edit your profile and make the changes that are desired.
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What if I forget my user name and/or password?
If you forget your user name and/or password:
- On the login screen, click the Forget your password link and you will be required to fill in a form.
- Contact the customer service desk for your password or call 1-678-799-9920 or 1-678-608-1071 or 1-800-948-4996
Why do I have to log in with my PIN?
Every user has a unique PIN assigned to their account.
We added the PIN for your added security and convenience if you do not want to remember a user name and password.
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How many numbers can I register on my account?
You can register as many as 10 phone numbers in one account. We currently allow for 5 but will be expanding that to 10 shortly.
The phone numbers are not limited to any country. That is, our customers in the USA can register phone numbers from other countries.
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How do I register a phone number to my account?
You can register phone numbers to your account:
- When you sign up for a new account
- By clicking Edit your profile after signing in.
The syntax for registering a phone number is: countrycode-areacode-phonenumber
Example:12148829999
Please do no use any spaces or special characters in the phone number.
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How do I set up auto speed dial numbers on my account?
You can set up auto speed dial on your account:
- When you sign up for a new account
- By clicking Edit your profile after signing in.
The syntax for registering an auto speed dial number is: countrycode-areacode-phonenumber
Example:2348037778888
Please do no use any spaces or special characters in the auto speed dial phone number.
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Billing and Payments
How will I be billed?
With the eMax, all services are pre-paid. This means that the service is made available after payments have been received.
eMax does not send a bill to you but expects that payments are made before service is requested.
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What are the acceptable payment methods?
eMax accepts the following payment methods:
- Debit Cards (Visa, Mastercard)
- Credit Cards (Visa, Mastercard, Discover)
- Paypal
We are currently looking into accepting American Express cards.
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What additional charges do I incur?
With eMax you do not incur any additional expenses.
We understand our customers' need for true minutes so we do not charge any of the following:
- Connection Fees
- Monthly Fees
- Annual Fees
- Maintenance Fees
- All other fees known to be associated with calling cards
How do I recharge my account?
You can recharge you account in any of these ways:
- Through the account management portion of the website available only to customers who sign in to the website.
- Through our self-service phone number: 1-678-460-5147
- By contacting our customer service 1-678-799-9920 or 1-678-608-1071 or 1-800-948-4996 during business hours.
Why isn't my payment card being accepted?
There are three main reasons why your credit card will not be accepted:
- Since eMax makes it a responsibility to ensure that our website operates at a very high security level, if any information provided on your credit card does not match your billing information as registered by your payment card company, the payment will be declined.
- Sometimes if your bank believes the transaction to be suspicious, they will decline it as well.
- If you are using a payment card that is not on our accepted list, the transaction will also be declined.
At what frequency an I billed during a call?
Since we provide true minutes to our customers, we bill every call on a per-minute basis.
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How do I check the rates for my calls?
The rates for all countries are available and kept up-to-date on the rates page of this website.
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Can I have more than one payment card on my account?
It is possible to have more than one payment card on your account but we recommend that our customers to keep the number within reasonable limits.
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All rates remain the same regardless of the time of the day the eMax service is used
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Features
What does it mean to be PIN-less?
To be PIN-less means that our customers will not be required to enter a PIN whenever they want to use the eMax Service to make any calls.
Note: PIN-less functionality is only available on any phone that is registered on the customer's account.
If your number is blocked, it is not advisable to use the PIN-less feature because we need to be able to recognize your phone number for this feature to work optimally.
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What is auto speed dial and how is it used?
Auto Speed Dial is a feature that allows our customers to cut short the time they use in dialing their destination.
The auto speed dial allows you to atore up to 9 of your most dialed numbers on your account so that you can have a shortcut when dialing any of those numbers.
Consider this example:
If the number 2348037778888 is registered as auto speed dial number 1, to dial this number, when the voice recording prompts you to dial your destination number, all you need to do is press 1#.
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How do I use the redial feature?
- To Place another call without hanging up: Dial ##
- To redial the same number without hanging up: Dial ## and Dial *#
- Dial ## to disconnect the previous call, and Dial *# to redial the same number using a different carrier
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Is auto recharge available?
Auto-recharge is currently available for all customers. To set up auto recharge, proceed as follows:
- Login to your account
- Click Recharge from the left menu
- Click the Setup Auto Recharge button
- In the form that is displayed:
- Enter the threshold (Amount at which your account should be recharged)
- Enter the recharge amount (Amount that should be charged to your payment card after threshold is reached)
- Select the Payment card for the auto recharge
- Select Yes to enable auto recharge
- Click Save
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What is Smart Direct Dial and how do I use it?
Smart Direct Dial is a feature that allows you to make long distance calls without the need for access numbers.
It offers the user the flexibility of using a local number.
To set up smart direct dial, follow the steps below:
- Login to your account
- On the left menu, click Smart Direct Dial
- Click Add New Contact
- On the form that is displayed, enter the following information
- Name of Contact
- Email address of the contact
- Number for the contact (ignore 011; start with the country code)
- Click Save and Close
- For the newly added contact, click the 'Click to Assign' link
- On the form that appears:
- Under Pick up an area, select the area you would like for the locak number
- Select a number from the list provided under Pick up a number
- Select an email from the Email Update list if you would like an email update for this contact
- Select a phone number from the SMS Update drop down if you would like an SMS Update for this contact
- Click Save and Close
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What is Send SMS Text and how do I use it?
Send SMS Text allows you to send SMS Text messages to your contacts for as low as 1 cent.
To use SMS text, proceed as follows:
- Login to your account
- Click Send SMS Text from the menu on the left hand side
- Select the desired phone number from the 'From' list
- Enter the phone number you would like to send the SMS Text to
- Press the Tab key to view the cost of the text message
- Type your message (160 characters for each text message)
- Click Send Message to send the SMS Text message.
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Can I make calls from any phone that is not registered on my account?
Yes you can use the eMax service from any phone that is not registered to your account.
Doing this will not make your experience PIN-less because a PIn will be required to use the eMax service.
You can get your PIN by contacting the customer service at 1-678-799-9920 or 1-678-608-1071 or 1-800-948-4996 or by signing in to your account.
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Technical Support
Why is there a long delay before my call is connected?
Routing international calls can sometimes be a challenge.
When one route fails, eMax automatically changes your calls route to a "back-up" provider.
The delay is typically associated with that switch over.
However, you are not being billed for that delay; to confirm just look at your call history.
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Why do I hear fast busy signals as soon as I place a call?
This means that we are having problems connecting to your country due to congestion at the destination.
Remember you can easily redial the last number by dialing "##" (to make another call) and then "*#".
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Why doesn't my call always go through?
There are several reasons why the calls do not go through. Some of the main reasons are:
- The call destination is busy.
- The call's destination's provider is experiencing issues and cannot connect the call.
- There is network congestion on the global trunk that routes international calls.
- The number entered may be invalid.
How do I use the eMax service?
The following steps are required when using the eMax service:
- Sign Up for an account
- Register your phone numbers or ask for a PIN
- Dial the access numbers provided either through the website or through our customer service.
- After the voice prompt, dial the destination of your call without the 011.
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Can I use the eMax service outside the US?
Yes you can use our services outside the US.
Infact, we have received very outstanding feedback about ourt quality of service outside the US.
We have customers who depend on our services when they are outside the US for their communication needs.
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How do I use the eMax sevice outside the US?
The eMax can be used outside the US in a similar fashion as it is used within the US.
The only differences to be aware of are:
- The number that will be used needs to be communicated to eMax so we can add it to your account.
- The access number we provide to you will be a callback number so you can save some cost.
Note that there will be normal charges for calling the country from the US.
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Can I make calls from a land line or cell phone?
You can use the eMax service from a cell phone or land line.
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I am directed to the login page when I try to edit my profile to recharge my account
This usually happens when you have cookies that need to be cleared. Follow the steps below to clear out these cookies:
To view the version of internet explorer:
1. Click Help from the main Menu
2. Click About Internet Explorer to view the version of Internet Explorer
Internet Explorer 8
1. From the Safety menu in the upper right, click Delete Browsing History... .
2. Deselect (i.e., uncheck) Preserve Favorites website data, and select (i.e., check) Temporary Internet files, Cookies, and History.
3. Click Delete.
Close the browser
Re-open the browser and navigate to eMax Web Site
Internet Explorer 7
1. From the Tools menu in the upper right, select Delete Browsing History.
2. Next to "Temporary Internet Files", click Delete files... . To delete your cookies, click Delete Cookies.
3. Click Close, and then click OK to exit.
Close the browser
Re-open the browser and navigate to eMax Web Site
To view the version of Firefox:
1. Click Help
2. Click About Mozilla Firefox to view the version of the Firefox browser you are using.
Firefox 3.5 for Windows
1. From the Tools menu, select Clear Recent History... .
2. From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select Everything.
3. Click the down arrow next to "Details" to choose what history elements to clear (e.g., check Cookies to clear cookies). Click Clear Now.
Close the browser
Re-open the browser and navigate to eMax Web Site
Firefox 3 for Windows
From the Tools menu, select Clear Private Data... ,
and then check Cache and Cookies.
Click Clear Private Data Now.
Close the browser
Re-open the browser and navigate to eMax Web Site
Safari
1. From the Safari menu, select Reset Safari... .
2. From the menu, only select Empty the cache and Remove all cookies, then press Reset.
Close the browser
Re-open the browser and navigate to eMax Web Site
Firefox 3.5 for Mac OS X
1. From the Tools menu, select Clear Recent History... .
2. From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select Everything.
3. Click the down arrow next to "Details" to choose what history elements to clear. Click Clear Now.
Close the browser
Re-open the browser and navigate to eMax Web Site
Firefox 3 for Mac OS X
1. In Firefox, from the Tools menu, select Clear Private Data.
2. Make sure Cache and Cookies are checked, and then click Clear Private Data Now.
Close the browser
Re-open the browser and navigate to eMax Web Site
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Customer Service
How do I get rewarded for referring a friend?
There are currently 2 different ways to earn credit for referring a friend to eMax Communications:
Ist Method:
1. Login to your account
2. Click on Refer a Friend on the left hand side
3. Enter the email address of your friend (s)
4. Click Send and the referred friend will receive an email.
If the friend(s) signs up for an account and purchases a minimum of $10, your account will automatically receive a $4 credit
2nd Method:
Refer your friend and have them purchase calling time wither through our website or by calling the office.
Once a minimum of $10 has been purchased, the referred friend will need to provide your phone number for you to receive the referral credit.
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When is customer service available?
Customer service is available during the following hours:
| Monday - Thursday & Saturday | 8am - 10pm |
| Friday | 8am - 6:30pm; 9pm - 11pm |
| Sunday | 2pm - 10pm |
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Can I use eMax regardless of my cell phone provider?
eMax service is not tied to any specific cell phone provider.
Anyone with a cell phone regardless of the carrier/provider will be able to use our services.
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Do I incur additional charges from using my cell phone?
eMax does not charge any additional charges to cell phone users.
However, all cell phone provider contract and policy terms still apply with your cell phone carrier.
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Will I use up minutes from my cell phone plan while using eMax?
All cell phone plan usage policies apply when using eMax.
If you use eMax during peak hours, the minutes you use for eMax will count towards your peak hour usage limits
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Why should I use eMax for my long distance telecommunication services?
There are many reasons to use eMax as your long distance telecommunication services provider:
- High level of integrity
- No Gimmicks
- No Hidden fees
- Excellent customer service
- Reliable service
- Excellent call quality
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Why do calls to mobile phones cost more?
In some countries, mobile phone users pay only for outgoing calls.
As a result, the mobile carriers in these countries pass along the charges of the incoming call to the calling party.
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How do I become an agent?
To become an agent, send an email to Agents Relations or go to Agent Sign Up for more information.
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