FAQ [general] [payment] [account] [connection]

• I have lost my password. What should I do?
• Can I link a DID number to my PoivY account?
• I have registered but haven't received a confirmation email
• What kind of payment methods do you offer?
• I have just bought some credit but my account balance is not updated?
• My order status shows "COMPLETED" but no credits are added to my account?
• How long does my credit last for calls?
• Are there any other charges to pay?
• How much will I be charged for my calls?
• Can I get PoivY in my favorite language?
• Can a company sign up?
• Will I receive an invoice?
• Where can I view and change my PoivY customer details?
• I want to change the country in my invoice address.
• "Fair use policy (FUP)" what does that mean?
• Can I become a reseller for PoivY?
• Why am I not in the reseller list anymore ?
• Why did I lose my reseller status ?

I have lost my password. What should I do?^ top

Use our password retrieval module on the Buy Credits page.

Can I link a DID number to my PoivY account?^ top

Yes you can, if you use a DID-number supplier you have to forward your DID to: username@sip.PoivY.com

I have registered but haven't received a confirmation email^ top

Should you not receive our subscription email due to spam filters for example your registration may still have been successful. Please try an hour after registration if you can make calls using PoivY.

What kind of payment methods do you offer?^ top

PoivY offers various ways to pay, including major credit/debit cards, banktransfers, PayPal, Moneybookers and depending on where you live various local payment methods. Click here to see a list of payment methods offered in your country. Or login to your account and select "buy credit" to see which payment method suits you best. Should your preferred method of payment not be included you can also check Moneybookers or Paypal as they offer even more local payment methods.

I have just bought some credit but my account balance is not updated?^ top

Account balances are updated centrally, so you may need to wait a couple of minutes in order to get the most accurate update.

If you have just placed a new order please ensure you check your payment status by signing in to your account and checking your purchases. Only orders that are listed as "Completed" will appear in your balance.

One suggestion is that you place a call even if the purchased credit isn't showing yet. Often the balance shown can take longer to update but calls can still be made. If your call goes through successfully the balance will be updated immediately.

My order status shows "COMPLETED" but no credits are added to my account?^ top

In some cases customers have experienced longer than expected delays in between orders being processed and credits appearing in balances. Generally it should only take minutes, but in a small number of cases customers may have to wait longer for their balance to reflect the purchase.

You can always check your order status in the My Purchases section of your personal pages. We suggest you attempt to place a call even if the purchased credits have not appeared yet. In some cases the shown balance may take some time to update and placing a VoIP-Out call can often trigger an immediate update. If your order is listed as "Completed" you WILL receive your credits.

How long does my credit last for calls?^ top

At PoivY, your credit will NOT expire.

Are there any other charges to pay?^ top

There are no monthly subscription, registration or administration charges. The advertised tariff for each destination is all-inclusive.

How much will I be charged for my calls?^ top

Nothing! - if you are calling any land line in one of our free* destinations, or any of your online friends.

Calls to all other (PSTN) phone numbers will be charged the applicable tariff for the destination you are calling. Rates are in Eurocents per minute and calls are rounded up to next minute. Apart from that there are no other charges; no subscription, registration, or administration fees!

Can I get PoivY in my favorite language?^ top

In the application, select "Tools" -> "Select Language". You can now choose from various popular languages.

Can a company sign up?^ top

Yes, it is possible for a company to sign up. The payment conditions and how the service works is exactly the same as for residential customers.

Will I receive an invoice?^ top

You will not receive an invoice by post. All call specifications and -costs can be seen on your account page on this website.

Where can I view and change my PoivY customer details?^ top

If you wish to change your personal details please login and select 'Your invoice address' to update your account. Please note online changes may take up to an hour to be processed and may not show immediately on your account. Please be patient and check your account in an hour to see if the changes have been processed.

I want to change the country in my invoice address.^ top

Unfortunately this is not possible for technical reasons. If you want to change the country where you registered, you will need to download and install the program again.

"Fair use policy (FUP)" what does that mean?^ top

We offer free* calls to various destinations. If you make ordinary use of our services you will generally not be confronted with our Fair Use Policy; we reserve the right however to limit these free* calls if excessive or fraudulent use is suspected. Should you exceed our Fair Use Policy limit you will be charged normal rates for your calls. Please consult our terms of use for details.

Can I become a reseller for PoivY?^ top

Yes it is possible to become a reseller. In order to be considered as a reseller we require a payment of at least 30 Euros by Ukash, Western Union or Bank Transfer. Once we have successfully received your payment of at least 30 Euros you may contact customer services via the feedback option to request your status. The above criteria have to be met otherwise your application will be rejected.

Why am I not in the reseller list anymore ?^ top

Our reseller database only lists active resellers. Resellers who haven’t done any transactions in the last 30 days will be removed. If you process a new transaction you will automatically be included in the list again.

Why did I lose my reseller status ?^ top

If you haven’t processed any transactions in the last 90 days your reseller status will be removed.
You can still use any credit left in your account for personal calls. If you wish to re-apply to be a reseller we require a payment of at least 30 Euros by Ukash, Western Union or Bank Transfer again. Once we have successfully received your payment of at least 30 Euros you may contact customer services via the feedback option to request your status.