Frequently asked questions

A PayPal payment is credited automatically within a minute of PayPal confirming it. Open My account → Purchases: when the order says Completed, the credit is already on the VoIP account you chose at checkout; log out of the YourDialer app and in again to refresh the balance. If the order says Pending or On hold, PayPal has not confirmed the payment yet (an e-check can take days). If it says Completed and the balance is still wrong, send us the order number through the contact form.

Crypto payments need network confirmations first, usually 10 to 30 minutes, and the credit is added automatically after that. The amount received must be at least the amount shown on the payment page: your wallet's network fee is taken on top, so send exactly what is shown and let the wallet add its fee. If less arrives, the order waits for the rest; send us the transaction id through the contact form and we settle it by hand.

Yes, through PayPal: on the PayPal page choose Pay with a card (no PayPal account needed) where PayPal offers it. In countries where PayPal is not available, pay with USDT, Bitcoin or Skrill.

The bank or PayPal declined the payment (often a 3-D Secure check that did not complete), and nothing was charged. Try again, or use another method. An order that is not paid within a few hours is cancelled automatically; just place a new one.

Prices are in euro. When you pay in another currency, your bank or PayPal converts the amount at its own rate, with its own fee; the receipt still shows the euro amount. We receive only the euro price.

No monthly fee and no contract: you pay only for the minutes you use, at the price per minute on the Prices page. The credit stays as long as the account is used now and then.

Code 587 means the call was refused: the account has no credit, the Caller ID is not verified, the account is blocked, or, in EU countries, you call a country with a Caller ID of that same country (see the next questions). Check the balance under My VoIP accounts, verify your Caller ID in the app, then try again. If it still fails, send us your username (never your password) and the number dialled through the contact form and we check the account.

In a growing number of countries, mainly in the European Union, operators and authorities no longer accept "national" calls over VoIP: a call to a country made with a Caller ID of that same country (a Hungarian number calling Hungary, for example). The provider cannot change this. Often the call is not refused but delivered with another number, so the person you call sees a French, Croatian or British number instead of yours, even though your Caller ID is verified. Either verify a Caller ID from another (EU) country and select it for those calls, or make the call without a Caller ID (Caller ID menu in the app).

Credit goes to the VoIP account you chose at checkout, and the app must be logged in with that username (it ends with *1). Under My VoIP accounts you see every VoIP account and its balance. If you have more than one, buy credit for the one you use in the app.

Some number ranges cannot be reached from any VoIP service (toll-free, premium and some special numbers), and a few destinations are limited for security reasons. Dial the full number with +1, without any 0 or 011 before it. If a normal number still fails, tell us the first six digits through the contact form and we check the route.

Always dial the full international number: + or 00, the country code, then the number without its first 0 (for example +254 7xx xxx xxx for a mobile in Kenya). A number typed without the country code, or with a local prefix, is routed to another country.

Call quality depends on your internet connection. Switch between Wi-Fi and mobile data, move closer to the router, turn off a VPN, and use the Diagnose button in the YourDialer app. Calls over a slow or shared connection break up.

In the YourDialer app open Settings, choose Caller ID and enter your own mobile number; it is verified with a code by SMS or a short call. You can also do it on the web: log in at voipinfocenter.com with your VoIP username → How to call → SIP → Settings → "Caller ID for SIP". Several numbers can be verified. From then on the people you call see your number.

Two causes. Either your Caller ID is no longer verified or selected: open the YourDialer app → Settings → Caller ID, check that your number is verified and selected, and verify it again if needed. Or the operator of the person you call replaces a foreign Caller ID: several operators in France, Spain and other EU countries now do this under anti-spoofing rules, and neither we nor the provider can change what they show. If your Caller ID is verified and selected and the number is still wrong, send us the date and time of one call and the number called (first digits are enough) through the contact form and we ask the provider to check that route.

Yes. Because of international rules against fraud, many destinations accept calls only from a verified Caller ID; calls without one, or with an unverified number, are rejected. Verify your number once and the problem is gone.

Yes. Log in with the same VoIP username and password on every device; the credit is shared.

Nine times out of ten the username was typed without its ending: the app login is the full username, for example name*1 (with the star and the 1), not "name" alone. Then make sure you use the VoIP password, shown under My VoIP accounts after you log in to the website, and not the website password if you changed it. Copy both from that page and try again.

They are two different logins. The website login is your site account (e-mail or username and the password you chose at sign-up). The app login is the VoIP account: the username ending with *1 and the VoIP password shown under My VoIP accounts after you log in to the website.

For the website, use Forgot password; the reset link goes to the e-mail you registered with. For the app, log in to the website and read the VoIP password under My VoIP accounts; you can also reset it there.

No. yourdialer.org keeps its own customers and credit, and you can still use it there. YourDialer.net is a separate website with its own accounts: create a new one here in two minutes. Credit cannot be moved between the two.

Send us your username and the e-mail you registered with through the contact form; we check the account and reopen it when we can.

Ask through the contact form from the e-mail address of the account. We close the account and delete its personal data; credit that is left is not refunded.