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PREPAID CALLING CARDS FAQs

Calling Card General FAQs

  1.  Where can I find rates?
  2.  What is the rate for international calls?
  3.  How are my rates determined?
  4.  How is usage calculated?
  5.  Are there any connection fees or minimum usage requirements? 
  6.  Is there a charge if I use my prepaid calling card from a payphone?
  7.  Can I use a PIN from a payphone? 
  8.  What about monthly fees?
  9.  Why did I get charged on my home telephone bill for using the Local Access number?
10.  If my call is disconnected during my conversation, will I be able to receive a credit? 
11.  Minutes were deducted from my card, however the call did not go through.
        Can I receive a credit for that time?
12.  Why did I get double charged on my credit card? Who do I speak with if I received an unknown charge  
       on my credit card and/or don’t recognize the product that was charged?
13.  How do I request a credit?

Calling Card Access Number & PIN FAQs

  1.  How can I get the access number for this card?
  2.  What happens if I lose my PIN?
  3.  How long does my PIN last?
  4.  If I run out of credit, will my call be disconnected?
  5.  Is there a way to make a second call without hanging up and redialing the access number?
  6.  Can I use a PIN purchased online from Locus from my wireless phone?
  7.  Why did I receive an ‘Invalid PIN’ message?
  8.  What should I do if my PIN is expired?
  9.  Will I be charged for calls that aren't answered or for calls that result in a busy signal?
10.  How do I recharge my calling card?
11.  What is the minimum recharge for the service?

Calling Card Usage FAQs

  1.  How do I report a network or system problem? 
  2.  What do I do when I hear a message: “Due to network difficulty your call cannot be completed?

General
1	Where can I find rates?
	If you are looking for rates on an existing card, the dealer or retailer who sold you the card will have a complete listing of rates by destination. If you are unable to contact your dealer, please visit our Rate Finder to easily find cards that fit your specific needs or destination requirements. You may also contact Customer Care by mail: Customer Care at PO Box 376, Fort Lee, New Jersey, 07024, Attention: Customer Care or by email: customerservice@locus.net. Please provide the card type and destination to be called.
2	What is the rate for international calls?
	You can call nearly 200 countries with our calling cards, but the rates are different based on the specific type of card. Check the rates for the countries you call. To find the best card for you, with the lowest rates to the countries you call the most, check out our Rate Finder.
3	How are my rates determined?
	The rate you are charged is based on the destination and type of calling card you have (connection fee/no connection fee, state special, local access). We do not price based on your location when you place the call. This means our pricing for in-state calls is the same as that for out-of-state calls. Go to Rate Finder.
4	How is usage calculated?
	To calculate usage, check the calling card specifications of the card you would like more information on.
5	Are there any connection fees or minimum usage requirements?
	There are no minimum usage requirements. Depending on the type of calling card, there may be surcharges, monthly charges or connection fees. For prepaid calling cards with connection fees, each time you use the card and your party answers, you will be charged a connection fee which will be deducted from the available balance. Many low-rate phone cards have a connection fee. Check the calling card specifications of the card you are interested in, to find out more information.
6	Is there a charge if I use my prepaid calling card from a payphone?
	Yes. The FCC (Federal Communications Commission) mandates a surcharge to compensate for operator services. Operator services are typically accessed from the following locations: (1) Public payphones, (2) hotel phones, (3) college dormitories, (4) other commercial phone-line systems. We cannot in advance determine if the surcharge will be imposed from a phone. In general, all public payphones incur this charge. Check individual calling card specifications for more information.
7	Can I use a PIN from a payphone?
	Yes. As with all prepaid phone cards, however, you are subject to a possible surcharge for most calling cards when used from a payphone. Recent FCC regulations have changed the way payphone operators receive their compensation. FCC regulations require payphone operators to implement a surcharge for prepaid calling card users. As such, a fee will be deducted from your balance for all calls made from a payphone, hotel room, and some college dormitories. Some Locus calling cards do not charge for a payphone service fee. Check individual calling card specifications.
8	What about monthly fees?
	Monthly fees of Locus Calling Cards vary depending on the calling card you use. This fee is subject to change. Check individual calling card specifications often for the most current information.
9	Why did I get charged on my home telephone bill for using the Local Access number?
	Please fax the telephone bill statement to our toll free number, 1-877-205-9700, along with your contact information. Please include the PIN of the calling card you are using. Customer Care will investigate your concern and call you back with an answer.
10	If my call is disconnected during my conversation, will I be able to receive a credit?
	Please contact our Customer Care department to determine why the call was disconnected. If the call was disconnected because of a malfunction in the card, your prepaid card will then be replenished with the appropriate number of minutes. Please call 1-800-628-7935 to speak with one of our Customer Care representatives and be ready to supply them with your card PIN.
11	Minutes were deducted from my card, however the call did not go through. Can I receive a credit for that time?
	A Customer Care representative will need to check your prepaid card PIN, and then they will be able to replenish your prepaid card with the number of minutes that were mistakenly deducted. Please call 1-800-628-7935 to speak with one of our Customer Care Representatives and be ready to supply them with your card PIN.
12	Why did I get double charged on my credit card? Who do I speak with if I received an "unknown charged on my credit card and/or don’t recognize your the product that was charged"?
	If you feel that a billing error has been made, please contact Customer by phone: 1-800-628-7935, by mail: Customer Care, PO Box 376, Fort Lee, New Jersey, 07024 or by email: customerservice@locus.net.
13	How do I request a credit?
	For calls placed within the past 24 hours, contact Customer Care at 1-800-628-7935, select your language preference and then select option 2 to report a problem or request a credit. You will be asked to enter your PIN number and access number. (Your access number is the phone number you dial each time you use your calling card.) Just follow the simple automated instructions and you will receive a credit confirmation number. Please write down this confirmation number for future reference. Customer Care will then review your request for credit and issue a credit if warranted. If you would like to find out the decision on your credit request, contact Customer Care at 1-800-628-7935, select your language preference and select option 3 for updates on your reported problem or credit request. You will be asked to enter your confirmation number, and the outcome of your request will then be provided. If you have additional questions, once you hear the automated update, you will be prompted and can then be transferred to a representative.
Access Number & PIN
1	How can I get the access number for this card?
	If you are looking for the access number on a particular card, the dealer or retailer who sold you the card will have a complete list of access numbers by location. If you are unable to contact your dealer, write to Customer Care at PO Box 376, Fort Lee, New Jersey, 07024, Attention: Customer Care or email us at: customerservice@locus.net. Please provide the card type or PIN number of the access number you are looking for.
2	What happens if I lose my PIN?
	Once you purchase time for your calling card, you will receive an e-mail confirmation with your PIN. You must use your PIN to place calls using your calling card. Protect your PIN information – we are not responsible for stolen or lost PINs. If you need to reset your PIN, please contact Customer Care at 1-800-628-7935.
3	How long does my PIN last?
	PINs purchased from shoplocus.com expire six months after the purchase date or last recharge date – whichever is most recent. Extensions are granted upon request if the account is still in use and a balance remains.
4	If I run out of credit, will my call be disconnected?
	Before your call is connected, an automated voice will tell you how many minutes you have remaining based on the rate to the country you are calling. Once the credit in your account has reached zero, your call will be terminated.
5	Is there a way to make a second call without hanging up and redialing the access number?
	Yes. When you wish to make another call, do not hang up. Press * for two seconds then when you hear the dial tone, dial the area code + number for your call.
6	Can I use a PIN purchased at ShopLocus.com from my wireless phone?
	You can use a PIN from any cellular phone that is capable of calling a toll-free number. Regular airtime charges will be applied as per your contract with your cellular provider.
7	Why did I receive an 'Invalid PIN' message?
	Check the confirmation email we sent you to verify you have the correct PIN. Please note that multiple users using the same PIN to call at the same time is not allowed. Before using speed dialing, please make sure our access number and your PIN are entered correctly. Also, please note that calling card use is restricted from some payphones. Please try the call again from a regular landline phone or from a different payphone. In addition, calling cards expire 6 months after first use or recharge. If the card has expired, a new card will need to be purchased. Visit your local dealer for a new calling card. If the card is not being used at a payphone and has not expired, contact Customer Care at 1-800-628-7935 and follow the steps for reporting a network or system problem
8	What should I do if my PIN is expired?
	There are two common reasons why you would get this message when trying to enter your PIN. 1. Your PIN has no money left on it. If you don't have enough money on your PIN to place a call, the system will announce that your PIN has expired. If you want to recharge into your calling card through ShopLocus.com, go to Recharge. 2. Your PIN has actually expired. ShopLocus.com PINs expire six months from the date of first use or last recharge. Each time you recharge your PIN, your expiration is reset for another six months. 3. If neither of these is the case, trying your call again often fixes the problem. Contact Customer Care at 1-800-628-7935 if the problem persists.
9	Will I be charged for calls that aren't answered or for calls that result in a busy signal?
	No. However, due to the variety of carriers that we use to provide this service, we cannot guarantee that billing will be error free. If you are charged for a call that was not answered or for a call that resulted in a busy signal, call our Customer Care at 1 800-628-7935 and your account will be credited.
10	How do I recharge my calling card?
	If you plan to use MasterCard or VISA, contact Customer Care at 1-800-628-5576 select your language preference and follow the instructions to recharge your card. You will be asked to select a dollar amount, enter the credit card number and expiration date, the numeric portion of the credit card’s billing address (where the bill is sent to) and your zip code. If the credit card is approved, the system will automatically apply the dollar amount of your purchase to your calling card. Checks and money orders can be mailed to Locus Telecommunications Inc., PO Box 376, Fort Lee, New Jersey, 07024, Attention: Customer Care. Please include your PIN number on all orders.
11	What is the minimum recharge for the service?
	You can recharge by $25, $50, and $100 amounts. Recharge your calling card today and see how convenient it is to keep the same PIN. Go to Recharge.
Calling Card Usage
1	How do I report a network or system problem?
	Contact Customer Care at 1-800-628-7935, select your language preference and then select option 2 to report a problem or request a credit. You will be asked to enter your PIN number and access number. (Your access number is the phone number that you dial each time you use your calling card.) Just follow the simple automated instructions and you will receive a problem confirmation number. Please write down this confirmation number for future reference. Our Customer Care department will investigate your problem. If you would like to know the outcome on your reported problem, contact Customer Care at 1-800-628-7935, select your language preference and select option 3 for updates on your reported problem or credit request. You will be asked to enter your confirmation number, and the outcome of your problem will be provided. If you have additional questions, once you hear the automated update, you will be prompted and transferred to a representative.
2	What do I do when I hear a message: "Due to network difficulty your call cannot be completed"?
	Contact Contact Customer Care at 1-800-628-7935, select your language preference and then select option 2 to report a problem or request a credit. You will be asked to enter your PIN and access number. (Your access number is the phone number that you dial each time you use your calling card.) Just follow the simple automated instructions and you will receive a problem confirmation number. Please write down this confirmation number for future reference. Our Customer Care department will then investigate the problem. If you would like to know the outcome on your reported problem, contact Customer Care at 1-800-628-7935, select your language preference and select option 3 for updates on your reported problem or credit request. You will be asked to enter your confirmation number and the outcome of your problem will be provided. If you have additional questions, once you hear the automated update, you will be prompted and transferred to a representative.