Here you will find answers to the most commonly asked questions about WebPhone.
The WebPhone User's
Guide (PDF) contains complete instructions for setting up
and using WebPhone.
Contact the WebPhone
Quality Team for support.
WebPhone is a Voice over Internet Protocol (VoIP) service
that lets you make phone calls for less! With the free
WebPhone software, you can place calls from your computer
to any phone, anywhere in the world starting at just 1.9¢
a minute. Because calls are routed over the Internet,
the cost is lower and the savings are passed on to you!
You can also have a phone number to receive incoming calls
with the WebPhone Plus option. Additionally, WebPhone
offers a convenient calling card feature for making low-cost
calls from any phone when away from your PC. For more
information about the calling card feature, click
|What is WebPhone Plus?
WebPhone Plus provides all of the great features of WebPhone,
plus the ability to receive unlimited calls to your computer
from any phone. You choose a WebPhone phone number from
hundreds of U.S. locations -- no matter where you live.
When your phone number is called, you'll see a pop-up
message with Caller ID information. WebPhone Plus includes
great features such
as VoiceMail, Caller ID, Call Forwarding, Remote Calling
with the WebPhone Calling Card and more.
To get started, simply sign
up, download the free WebPhone software. During sign
up, you will choose a 7-digit UserID and a 4-digit PIN
to login to the WebPhone software and Account Center.
WebPhone Plus customers will choose a phone number for
incoming calls. You may also add funds to your account
for PC2Phone calling. You will need to be connected to
the Internet and have a headset or speakers and a mic
to make calls.
With WebPhone, it's free to call other WebPhone customers.
WebPhone offers very low
rates to more than 250 countries, starting at just
1.9¢ a minute. For PC2Phone calls, you pay only for
the minutes that you use for calls. There are no advertisements,
no connection fees and no cost to download the software.
The Calling Card feature
may be added to basic WebPhone service for $1.49 a month.
A minimum $25 purchase is required when you sign up for
WebPhone with the Calling Card feature. WebPhone Plus
has a $5 monthly fee.
|How much does WebPhone
WebPhone Plus has the same great calling
rates for PC2Phone calls, starting at just 1.9¢
a minute. WebPhone Plus has a $5.00 monthly fee for each
phone number with all of the great features as described
above. And, you can call other WebPhone users for free!
You must maintain a prepaid account balance for calling
time in order to make calls to traditional phones. A minimum
$25 purchase is required for WebPhone Plus. Auto Recharge
is also required..
PC2Phone rates start at just 1.9¢ a minute. Per minute
rates can be found on the Rates
page. Choose the type of call you will be making (PC2Phone
or Calling Card), where you will be calling from, where
you will be calling to and click Find Rates. WebPhone
to WebPhone calls are free.
WebPhone accepts Visa, American Express, MasterCard, and PayPal.
When paying using PayPal, you will be asked to accept
an agreement that allows WebPhone to debit an amount
from your PayPal account on your behalf. This is done
to allow Auto Recharge to work on
your WebPhone account. Please note that we will only
debit funds from your account if you selected the Auto
If you did not select the Auto Recharge option, you
still need to accept the agreement to pay using PayPal,
but we will not debit your account further. (We keep
a record of the agreement on file in case you later
add Auto Recharge to your account.) For further information
on this agreement, please consult the PayPal website.
|Can I use WebPhone
from outside the United States?
Yes, WebPhone calls can be made from outside of the United
States. Calls can be made from wherever you have a connection
to the Internet. You can use WebPhone to make calls from
any country that permits VoIP service. Additionally, you
can make calls from any phone in 25 countries around the
world with the WebPhone Calling Card.
What do I need to
These are the minimum system requirements for
- PC with Pentium 200MHz processor
- 128 MB RAM
- Windows 98 or above
- Full-duplex sound card
- Internet bandwidth of 33.6 Kbps or better
A good headset, a microphone and speakers, or a USB
phone are recommended. Please note that the more bandwidth
you have, the better the sound quality will be on your
To make calls with the WebPhone Calling Card, all you
need is a phone. You can make calls from any phone --
even your cell phone.
|How do I download
Once you have completed the sign up form and chosen your
UserID and PIN, you will see a link to download the free
WebPhone software. Once the download is complete, you
will be asked for your UserID and PIN to login to the
software. WebPhone software works only on Windows PCs.
If you already have a WebPhone account and want to re-download
the software, click here.
| How do I make PC2Phone
calls with WebPhone software?
To make a call, open the WebPhone dialer by clicking on
the WebPhone "W" icon on your desktop or select
WebPhone from your Start menu. Confirm you are connected
to the Internet. Then, simply type the phone number you
want to call into the Phone Number box using your keyboard
or the WebPhone dial pad and click Dial. It's that easy!
You can also make calls from your Contact and Recent Calls
lists. Learn more about using WebPhone with the WebPhone
|How can I call other
WebPhone customers for free?
You can call anyone who has downloaded the WebPhone software
for free from your WebPhone dialer. Just enter the UserID
number or WebPhone Plus phone number you wish to call.
You can also call from your Contacts or Recent Calls list.
A pop up message will appear on your computer screen
when you are receiving an incoming call. The calling
number or contact information will be displayed, if
available. You may accept or decline the call. Simply
click "Accept" to answer the call. If you
decline the call, it will go to VoiceMail. If no action
is taken, a pop-up message will notify you that you
missed a call.
To receive an incoming call, you must be logged into
your WebPhone client and be connected to the Internet.
Please note: If you are expecting a call to your WebPhone
number but will not be at your computer to receive the
call, you can set up the Call Forwarding feature in
the online account center. Your WebPhone calls can be
forwarded to any phone number you provide (per minute
PC2Phone charges will apply for all forwarded calls).
There is no charge for incoming calls to your WebPhone.
If you use WebPhone Plus Call Forwarding, per minute rate
charges will apply to all forwarded calls that connect.
You can view your billing and call history, purchase calling
time, set your Auto Recharge options, change your profile
(including PIN), add WebPhone Plus phone numbers, add/manage
the Calling Card feature and manage your phone features
(WebPhone Plus customers).
You may purchase calling time when you sign up for WebPhone
or anytime thereafter at the WebPhone Account
Your account balance is displayed on the WebPhone dialer.
You can also review your balance and add funds in the
|What is Auto Recharge?
Auto Recharge is a convenient feature that allows you
to automatically add funds to your account for calling
time (as well as any applicable monthly fees) when your
balance drops below a certain threshold. You choose the
amount you want charged and the threshold to trigger the
charge to the credit card or PayPal account you have on file. To manage
the auto-recharge feature, login
to the WebPhone My Account Center.
If you elect the WebPhone Plus plan, your account will
automatically be placed on Auto Recharge.
WebPhone Plus is an enhanced calling service that includes
a unique phone number and calling features. It has a $5
monthly fee. If you at any time do not have sufficient
funding for the monthly fee, your service would be interrupted
and you would lose your phone number. Auto Recharge ensures
that you will always have enough money in your account
to maintain your service.
Your funds will not expire as long as you make at least
one call OR one purchase of calling time within 120
days. Should your funds expire and you would like to
use WebPhone again, please send us an e-mail
to request that we credit the expired funds to your
Yes, we offer the WebPhone Quality Guarantee. If for any
reason you are not satisfied with the WebPhone service,
you may cancel at any time and we will refund your account
balance. With WebPhone you get a hassle-free service with
no annoying advertisements, no connection fees and no
spyware or malware.
How do I update my
credit card information?
You may review your real-time call history and
the billed amount for each call in the Account
You can update your credit card information in the Account
Center Billing Information section.
|What is the WebPhone
Calling Card feature?
The WebPhone Calling Card
is an optional feature that allows you to use your WebPhone
Account to make calls at low rates from any phone -- even
your cell -- when you are away from your computer. The
WebPhone Calling Card feature is included with the WebPhone
Plus plan or can be added to the WebPhone plan for a $1.49
monthly fee. For customers in the United States, another
good option is the PennyTalk
Prepaid Calling Card.
|How can I select
the Calling Card option when I sign up for WebPhone service?
If you select the WebPhone Plus plan, the Calling Card
feature is included at no extra charge. During sign up
if you would like to add the Calling Card feature to the
basic WebPhone plan, simply choose the "WebPhone
PC2Phone with Calling Card" option. Your WebPhone
UserID and PIN will be your calling card account number
and PIN also. A minimum purchase of $25 in calling time
|How much does the
WebPhone Calling Card cost?
The WebPhone Calling Card offers low rates to more than
250 counties around the world. For rates, click
here. The WebPhone Calling Card feature is included
with WebPhone Plus plan. The Calling Card can be added
to basic WebPhone plan for a low monthly service charge
of $1.49. Surcharges may apply for calls made from a cellular
phone depending upon your service provider and plan, as
well as for calls made from outside the continental United
States. Calls from payphones will be charged a 90¢
payphone operator recovery fee.
|Where can I use the
WebPhone Calling Card?
You can use the calling card from the U.S., Canada or
25 other countries from any phone at any time! To view
the list of countries where access is available and for
dialing instructions, please click
How am I charged
for the calls I make with the Calling Card?
Calling time is shared between your WebPhone service
and the calling card. As you make calls, charges
are deducted from your WebPhone account balance.
With each call you place, you will hear your remaining
balance. You will be able to print your WebPhone
Calling Card from your computer.
|Can I make WebPhone
Calling Card calls with my cell phone?
Yes! You can make WebPhone Calling Card calls from your
cell phone! Making international calls with your cell
phone is easy -- and the same great WebPhone rates apply.
You may incur airtime charges or additional charges depending
on your cellular provider and plan. Please check with
your cellular provider about additional charges.
How do I make WebPhone calling card calls?
Making calls is simple. Just follow the instructions
For calls from the U.S:
- Dial 866-888-1889 from anywhere in the U.S and listen for the greeting.
- When prompted, dial your WebPhone account number followed by your 4-digit PIN.
- Dial 1 + area code + the number you wish to call, when prompted. For other countries, dial 011 + country code + city code + local number.
For calls from Canada:
Dial 011-800-3922-2237 and follow steps 2 and
For calls from outside North America:
Dial the international dialing prefix plus
the appropriate access number and follow steps 2 and
3 above. For a complete list of international access
For your convenience, you will hear your WebPhone account
balance and minutes remaining to the destination you
are calling before each call connects.
| I already have WebPhone.
How can I add the WebPhone Calling Card feature to my
You can add the Calling Card at the Service Options page
in the My Account Center. You may add the feature to your
basic WebPhone plan or upgrade to WebPhone Plus.
| What is
WebPhone's convenient No-PIN Dialing feature lets you
make calling card calls from the phones you use the most
without the need to enter your UserID and PIN each time
you call. Simply register your home, work, or cell numbers
(or any numbers where you frequently call from) and you
will no longer be prompted for your UserID and PIN when
calling from these locations. Simply dial the WebPhone
access number, and after the prompt, dial the number you
would like to call... it's that easy. You can register
up to 5 phone numbers for No-PIN Dialing.
How do I register a phone number for No-PIN Dialing?
There are two ways to register a phone number for No-PIN Dialing:
Online: You can add, change, and delete
your No-PIN settings in the No-PIN Settings section of
From your phone: Dial your access number from the phone you would like to register, enter your account number and PIN, then press *2 to registered that phone for No-PIN Dialing.
How do I remove a phone number from No-PIN Dialing?
Online: You can delete, add, and change your
No-PIN settings in the No-PIN Settings section of the
From your phone: Dial your access number from the phone that is already registered for No-PIN Dialing, then press *7. The phone will no longer be have No-PIN Dialing.
How do I determine the account number associated with
a phone number that I have registered for No-PIN Dialing?
Dial your access number from a phone that is registered for No-PIN Dialing, then press *6. The WebPhone account number associated with the phone number will be read to you.
Does WebPhone offer any other
No. At this time WebPhone has only one calling card
available, but we recommend PennyTalk calling
cards for use in the United States.
|What kind of phone
number can I choose with my WebPhone Plus service?
You can choose a U.S. number for your WebPhone Plus service
-- no matter where you live in the world. WebPhone Plus
offers phone numbers from hundreds of area codes throughout
|Can I still get a
U.S. phone number if I live outside of the U.S.?
Yes. No matter where you live you can choose a U.S. phone
number that rings wherever you are logged into WebPhone.
So if you live in Paris and want a New York City number,
you can have one!
|Can I have more than
one phone number with WebPhone Plus?
Yes, you can have up to 5 U.S. phone numbers with your
WebPhone account. Each additional phone numbers is $5.00
To add an additional phone number, login
to the online account center. Click "Manage Plan"
on the left side of the page and then click "Add
Phone Number" and follow the instructions.
Please note: If you add additional phone numbers to your
account, your Auto Recharge amount will be automatically
incremented an additional $5 for each number you add.
|How can having additional
WebPhone Plus phone numbers benefit me?
Having additional phone numbers can allow your family
and friends to call you for less. For example, if you
live in London and have family in New York City, you can
add a phone number with a New York City area code to your
account. Now, when your family calls you, they will be
charged the cost of a local call -- even though they are
speaking to you in London.
|Can I transfer my
telephone number to WebPhone Plus?
No. Your phone number cannot be transferred to WebPhone.
|Can I transfer my
WebPhone Plus number to another provider?
No. WebPhone phone numbers are not transferable.
I find out what my WebPhone Plus phone number is?
To see your phone number, click Account in the WebPhone
menu bar and then select "My Phone Number
Your WebPhone phone number will be displayed in a popup
Can I make
or receive more than one call at the same time?
Yes. You can place a call on hold (by clicking
the HOLD button) and then make or receive another
How do I make calls
with the WebPhone Dialer?
It's easy! Simply enter the phone number you wish to
call by clicking the numbers on the dial pad or by typing
the numbers on your keyboard. After you complete the
number (which will be displayed on the WebPhone dialer),
click the DIAL button.
For quick and easy dialing, you can double click on
a number from your RECENT CALL list or your CONTACT
|How can I store frequently
dialed numbers in my Contact list?
To store a contact in the CONTACT List, click on the CONTACT
tab and then ADD. Enter the Contact Name, phone number(s)
and number type. You may also right-click on a number
from the RECENT CALLS tab to ADD a contact.
|How do I check my
To check your VoiceMail, click MESSAGES on your WebPhone
and listen to the prompts.
|How do I know if
I have a VoiceMail message?
If you have VoiceMail, an onscreen message will appear
indicating that you have new messages. The VoiceMail indicator
will disappear when you have listened to all of your unheard
|How will I know if
a second call is coming in when I am already on the phone?
A call waiting tone and a pop-up message on your WebPhone
screen will alert you to a second incoming call. By clicking
ACCEPT for the incoming call, you will automatically place
the first call on hold. To get back to your original call(s),
simply click the LINE tab the original call was on.
|How do I answer call
If you have a second call coming in while you are already
on an existing line, an ACCEPT message will pop up on
your screen. Simply click ACCEPT to answer the call. Your
call in progress will be placed on hold.
|How do I forward
Visit the call forwarding
features page for instructions on how and where you can
forward your calls. When you are ready to set up call
forwarding, login to the Account
Center and click on the Call Forwarding button on
the left side of your screen.
|How do I place a
call on hold?
To place a call on hold, simply click HOLD. Click the
HOLD button again to reactivate the call.
|Can I make emergency
(911) calls with WebPhone?
Emergency (911) services are not available with WebPhone.
We recommend that you always maintain an alternate means
of contacting an emergency (911) operator.
I am an existing
user. How do I upgrade to the latest version of WebPhone?
To upgrade to the most recent WebPhone dialer, you will
need to download the software.
Once you click the Download button, you will be asked
if you would like to remove your old WebPhone dialer.
Leaving the old dialer will not have any effect on downloading
the upgraded version, but we recommend having only one
version of WebPhone on your computer.
Learn more about WebPhone's new calling
| What should I do
if I get a message that my account is disabled?
Please ensure you have funds available for calls. You
may add funds and verify your billing information in the
Center. If this does not solve the problem, please
us saying that your account is disabled. A WebPhone Customer
Support representative will assist you.
|How do I get the
best sound quality for my calls?
To get the best sound quality, use the WebPhone Audio
Tuning Wizard. First, ensure your microphone and/or headset
are connected properly. Click the Tools button on your
SoftPhone and click Audio Settings from the menu on the
left side of the main Tools window. Then click the Launch
Audio Tuning Wizard button and follow the instructions.
Keep in mind that your sound quality may be affected
by having too many applications running on your PC.
Try shutting down some applications to improve sound
quality. The most important factors for good sound quality
are a fast Internet connection and a good headset or
|What should I do
if my WebPhone Plus phone number is not working?
to the Account Center and verify that your account type
is a WebPhone Plus account. Additionally, check that the
phone number being called matches the phone number displayed
in the Account Center. Next, make sure you are logged
into to your WebPhone dialer. If all of these items are
in place and your number is still not working, e-mail
WebPhone Customer Support
and a representative will contact you to resolve the problem.
I create a log file for troubleshooting?
To help you resolve a problem, our Customer Support
team may ask you to send a log file, which is a
text file that contains information about the way
WebPhone is operating on your computer. To create
a log file, click the Tools button on your WebPhone
and click the Start Logging button in the main Tools
|How do I dispute
To dispute a charge, e-mail our Customer
Support team. Please include the call information
and reason for the dispute.