|
Frequently Asked Questions |
|
|
|
 |
What is Voipax? What is it used for? |
|
Voipax is a voice over IP (VoIP) based telephony service. You can either use Voipax instant without installing the Voipax client or you can download the Voipax client to turn your computer into an internet phone and give anyone around the world very cheap or free calls. Talk and exchange information with other Voipax users anytime, anywhere and absolutely FREE! |
|
What is the difference between Voipax client and Voipax instant? |
|
For Voipax instant no download or installation of a VoIP client is necessary. The Voipax client needs to be downloaded and installed first before turning your computer into an internet phone where you can make calls from. Voipax instant, however, is a system for initiating calls over the internet. The call itself is established from regular phone to regular phone, that´s why you don’t need a headset for example. All registered users can use the Voipax instant feature, no matter if they just registered online for Voipax instant or downloaded and installed the Voipax client. This feature is available in the Selfcare area on www.voipax.com.
With Voipax instant you can make calls from all over the world. All you need is an internet connection and a sufficient credit account! Just log in to your Selfcare and get connected! |
|
What do I have to keep in mind when I use the Voipax instant feature? |
|
Please note that you will be charged for both the connection to your phone number and to the destination phone number you want to call. When you are calling from a free destination, for example, and the destination phone number is not free to call, then you will only be charged for the connection to this destination phone number, as long as you have freedays and free minutes left. When you ran out of freedays and free minutes the normal rates will apply.
See our demonstration:
Example 1:
Your phone number = FREE phone number
Destination phone number = FREE phone number
This call is totally free as long as you have free days and free minutes left. When you ran out of freedays and free minutes the normal rates will apply.
Example 2:
Your phone number = FREE phone number
Destination phone number = non-FREE phone number
You will be charged for the call to the non-FREE phone number only, as long as you have free days and free minutes left. When you ran out of freedays and free minutes the normal rate for the FREE phone number will apply additionally.
Example 3:
Your phone number = non-FREE phone number
Destination phone number = non-FREE phone number
You will always be charged for the calls to both non-FREE phone numbers.
Example 4:
Your phone number = non-FREE phone number
Destination phone number = FREE phone number
You will be charged for the call to the non-FREE phone number only, as long as you have free days and free minutes left. When you ran out of freedays and free minutes the normal rate for the FREE phone number will apply additionally.
When you use the Voipax instant feature abroad, type in your mobile number as your phone number and your mobile phone is outside the mobile provider´s coverage area, there usually is an additional fee called "roaming fee”. All those fees, if applied, are charged by the mobile provider, and not by Voipax. Please contact your mobile provider to learn more about roaming fees. |
|
How can I cancel my Voipax account? |
|
Your Voipax account is always free, you don't need to cancel it! If at anytime you wish to use any of our pay for use services you can simply reload your account. |
|
What can I do with Voipax? |
|
You can
- call to Voipax users anytime and anywhere for FREE (Voipax client)
- make free calls to certain destinations (Voipax client and Voipax instant)
- call to regular phones at our very low per minute rates (Voipax client and Voipax instant)
|
|
What services are available with the Voipax client? |
|
We are providing the following services for FREE:
- on-net calls (Voipax client users among each other)
- caller ID
- caller ID blocking
- call waiting / call hold
- call forwarding
- 3-way calling
- call return
- free call
- speed dial
- repeat dialling
- history
|
|
What is the purpose of these services? |
|
on-net calls (Voipax client users among each other):
On-net calls are calls Voipax users can make among each other for free. If you want to call a Voipax user from your contact list just click on this person twice to be connected. The status of your contact has to be set to „online“. With the internal search function you can easily search for family and friends to add them to your contact list.
caller ID:
With the caller ID you can see who is calling. The standard setting for the caller ID is “show”. You can switch these settings in the Voipax client menu.
caller ID blocking:
With activated caller ID blocking the person you are calling can not see who is calling. You will appear as an anonymous incoming call.
call waiting / call hold:
If someone calls you and one more person calls you at the same time you can place one of these persons on hold. A “beep” signalizes that there´s another incoming call for you. You can select which call you take and which you place on hold, either you can initiate a telephone conference by clicking "conference mode" in the Voipax client menu.
call forwarding:
With call forwarding you can forward a call before you take it. Therefore you dial the number you wish to forward the call to when the original call is coming in. You can select to forward the call to a landline or cellphone number. Please note that this feature would be liable to pay costs.
3-way calling:
With this function you can start a three party conference. Therefore you dial the number of the first person and put him/her on hold. Then you dial the second person´s telephone number. Afterwards you can combine all calls to a call-conference and talk with both persons simultaneously by clicking "conference mode" in the Voipax client menu.. This is a very useful function for making appointments etc..
call return:
If you missed a call you will see all called party data (who called when?). With one double-click you can give the caller a return call without having to type the number again.
free call:
With our free calls it is possible to make free calls to all destinations listed as free. There are no charges applied to these calls as long as you don´t use any additionally charged services.
speed dial:
With the speed dial option you are able to reach up to 24 persons with one click. Here you can define 24 one-click positions with contacts from your contact list or manually typed numbers.
repeat dialling:
With this function you can redial your last accessed numbers with one double-click without having to type in each number again.
history:
Among others here you have an overview of your dialled numbers, taken calls and missed calls. |
|
How can I pay? What kind of payments do you accept? |
|
We accept credit card (Mastercard, VISA card), transfer payment and payment via PayPal. Online payments are the easiest and fastest way to deposit money into your Voipax account. Just choose one of the indicated credit cards and follow the instructions. There will be more options to pay in the future such as Moneybookers. |
|
Why can't I use my creditcard to top up my account? |
|
To protect you, and also us, against misuse we currently accept credit cards only from the following countries:
Australia, Austria, Belgium, Canada, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Iceland, Ireland, Italy, Japan, Liechtenstein, Luxembourg, Malta, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Spain, Sweden, Switzerland, Turkey, United Kingdom, United States, Vatican City.
When you are using a credit card from one of the above mentioned countries and anyhow encounter problems with topping up your account please contact our support. |
|
Does your Voipax service work with 128K connection? |
|
Yes, Voipax does! Sound quality varies with several different conditions including yours and your called party’s environments, network conditions etc.. Generally quality is good and getting better each day, some say better than cell phones. |
|
I think I have been charged incorrectly. What can I do? |
|
When you feel you have been charged incorrectly, please make sure you have dialled a phone number which belongs to a free destination. Only calls to destinations marked as free are free of charge. Furthermore please note that your calls are cleared on a minute basis (timing device 60/60) and the rates in the call overview are displayed without VAT (net). The rates including VAT (gross) can be found in our complete tariff overview. |
|
How long does my credit last for calls? |
|
Your credit will not expire! Please note that if you don´t charge your account within 12 months after the last charge was done, your account will be deactivated. |
|
Will I receive an invoice? |
|
You will not receive an invoice by post but you will get an invoice in PDF format for every account charging. You will find those invoices in your Selfcare on www.voipax.com. You may print and archieve the invoices. |
|
Why am I charged the 19% VAT? |
|
The VAT (Value Added Tax) is valid for inhabitants of the EU and is charged based on the German VAT rate. You won´t be charged the VAT when you don´t live in the EU. |
|
I can´t make a call. What's wrong? |
|
There are 4 explanations why you cannot make a call:
- Most probably you are not dialling as our dialling rules require. Please enter all phone numbers in the international format.
- You dialled a wrong number which does not exist. Correct your number and dial again.
- Your credit is not sufficient for this call. Check your account balance in your personal Selfcare area on our website and load more funds if necessary.
- Sometimes traffic may be extremely heavy. You may encounter this problem briefly and you will be able to call if you retry later.
|
|
I can not make or receive calls. How can I solve the problem? |
|
Reboot your computer and restart the Voipax softclient or read on the FAQ. Most questions are answered here. If you cannot find a solution to your problem go to the next step: Collect all information in detail. What error message do you receive? What number have you dialled and from where? Please contact our support team. We will be able to help resolve the problem. |
|
I hear an echo during the conversation. What's wrong? |
|
Echos can happen under many circumstances, such as your network connections or because of the person you are calling. In many cases it means that you or the person you called are using speakers instead of a headset. Please try to use a headset or at least keep the microphone away from speakers and reduce the volume. This should help. |
|
How can I uninstall the Voipax client? |
|
To uninstall the Voipax client open your system control panel and choose "add/remove programs". Select the Voipax client from the list and click "remove". |
| |
|
|
 |
|
|
|
| Download Voipax |
|
Download Voipax free
on your PC
|
Just download the Voipax client and follow the instructions on your screen. The download and the Voipax client is free!
detailed instructions
|
|
| download |
|
|
|
