Frequently Asked Questions

  • I lost my PIN! How can I get a copy of my previous order?
    If you are a Buyers Club member, you can login and click on "view order history" and click the appropriate Order Number. You have the option to either display the PIN on your computer by clicking “Display PIN” or re-send the PIN to your email with instructions by clicking “+Resend PIN”.

    If you are not a Buyers Club Member, please email us at support@thephonecardstore.ca or use the form below to send us an email. PLEASE NOTE: To help us assist you in a more timely fashion, please include your name, the date of the purchase, and the product purchased (i.e. card name).
  • What is your return policy?
    Your purchase is 100% guaranteed to meet your expectations.

    If for any reason you feel the product you have purchased has not, please email us at suppport@thephonecardstore.ca or use the form below to send us an email.

    Please include your name, the date of purchase, the product purchased, and why the product did not meet your expectations.
  • I sent my PIN to an incorrect email address. How can I have it re-sent to my correct address?
    If you are a Buyers Club member, you can login and click on "update user information" to change your email address. Then, you can click on "view order history", click the appropriate Order Number and click “+Resend PIN” to re-send the PIN from this past purchase to your updated address.

    If you are not a Buyers Club Member, please email us at support@thephonecardstore.ca or use the form below to send us an email. PLEASE NOTE: To help us assist you in a more timely fashion, please include your name, the date of the purchase, and the product purchased (i.e. card name).
  • What is the expiry policy of a card purchased from your website?
    Cards would expire based on when they are first used. In most cases, the card will expire 180 days (approximately 6 months) after the first call is made. Country specific "Direct" Cards (i.e. Philippines Direct; Cuba Direct) will expire 120 days (approximately 4 months) after they are first used.
  • I am having trouble with completing my long distance call. Who can help me with this problem?
    Calling Instructions:
    1. Dial access telephone number
    2. Follow voice instructions, enter PIN
    3. Dial your destination number:
       - Canada, U.S. and Caribbean calls: 1 + area code + telephone number
       - For international calls: 011 + country code + city code + telephone number
       - Press # # to place another call

    In most cases, problems with connecting or placing a call are the result of accidentally entering an incorrect PIN number. In the event that you encounter calling issues however, please send an email to support@thephonecardstore.ca or use the form below to send us an email. PLEASE NOTE: In order to assist us in troubleshooting your issue, please include the access number used; the destination number; and the PIN number for the card
  • I am having trouble with completing my long distance call. Who can help me with this problem?
    Calling Instructions:
    Dial access telephone number
    Follow voice instructions, enter PIN
    Dial your destination number:

    Canada, U.S. and Caribbean calls: 1 + area code + telephone number
    For international calls: 011 + country code + city code + telephone number.
    Press # # to place another call.

    In most cases, problems with connecting or placing a call are the result of accidentally entering an incorrect PIN number. In the event that you encounter calling issues however, please send an email to support@thephonecardstore.ca or use the form below to send us an email.

    PLEASE NOTE: In order to assist us in troubleshooting your issue, please include the access number used; the destination number; and the PIN number for the card
  • What are the differences between Call, Talk and Chat cards?
    CALL cards provide by the second billing. These cards have a higher per minute rate than our other cards, however you are only billed for what you use. For example: A 30 second call with a per minute rate of $0.20 would be $0.10. These cards are best for frequent, short duration calls.

    TALK cards provide the lowest rates for our cards; with 4 minute billing increments. For example: A 10 minute call with a per minute rate of $0.10 would be billed $1.20 (billing rounded to 12 minutes) These cards are best for longer duration calls.

    CHAT cards provide per minute billing. These cards have mid-range rates and calls are rounded to the next minute. For example: A call lasting 4 minutes and 30 seconds at $0.15 would be billed $0.75 (billing rounded to 5 minutes) These cards are great for general calling purposes.
  • Will the card work if I call from my mobile phone?
    Yes. First you have to dial the number local to your area, then your pin followed by the destination number. The long distance charge will then be applied to your card pin and not through you mobile provider. Please Note: The long distance charge would be billed through your card, however your mobile provider may bill you separately for airtime and usage.
  • Can I use your phonecards to call from Canada or the United States?
    Yes. All of our products have local access numbers to major cities in Canada and the United States. If you do not live in a city with a local access number, you can use the toll-free access number. Please refer to the “Additional Notes” tab of the specific product’s “Product Details” page for any applicable charge when using the toll-free access numbers.

    It is important to note however that the coverage in the US is limited to the continental USA so places like Alaska or Hawaii are locations where our products do not work.
  • Can I use Canada or US issued credit cards to purchase phonecards from your website?
    Yes, we accept Visa or MasterCard credit cards issued in Canada and the United States.

    Note : Please make sure that the billing address you provide upon check-out is the same as the address on your credit card billing statement.
  • If I change my email address within my Buyers Club membership profile and then "re-send" a pin from a previous order, will it be sent to my new email?
    Yes!
  • My city or town does not appear in the list of local access numbers. Can I still use your phone cards?
    Yes. All of our products have a Canada and US toll-free phone number you can use if you are calling from a city where a local access number is not available.

    Note : Toll free access numbers may have additional charge. Please refer to the “Additional Notes” tab of the specific product’s “Product Details” page for any applicable charge when using the toll-free access numbers.
  • Why have I received less minutes than expected?
    Minutes received are based on a rate and do not take into account the fees that are applied to the actual call. As such, minutes posted do not always exactly reflect the actual minutes received.
  • If I purchase a phonecard today, will the rate per minute always stay the same as the rate indicated on the website?
    Unfortunately No. Although we always strive to give our customers the lowest price, on occasion certain factors such as carrier cost can force rates to change for a product.
  • How can I find out the remaining balance on my card?
    Each time you use your phonecard and successfully entered your PIN number, the system will tell you how many dollars you have remaining on your card. The system will also tell you how much time you have for a call based on the destination number dialed.
  • How do I find out about the actual fees and charges related to the different phonecards?
    If there is a particular phonecard product that you are interested in, please go to the "Product Details" page for that product. The “Additional Notes” tab will provide all the fees and charges applicable to that specific phonecard product.
  • I have small balance remaining on several cards, can I combine them up into one?
    It is not possible to combine the values of different cards onto one card at this time.
  • Why do I receive a "security violation" during the checkout process?
    There are two scenarios most likely to cause a security violation.

    1. Some of the information you have typed into the billing info fields has been blocked by our system. This will generate a "security violation" when you attempt to check out.

    2. The entire process of e-commerce is built around web technology and browsing software. Browsers have encryption features built in to them. If the security settings are set too high or for some reason the cipher strength on the browser or encryption isn't working properly then this can also result to a security violation.

    The first thing we would suggest is clearing your temporary internet files and rebooting the computer, then attempting the purchase again. This will help to clear any temp file issues with the browser.

    If the reboot is unsuccessful, provide us the email and IP address of your attempted purchase then we can examine our blocked list to see if any of your info is blocked.
  • I have ordered a phonecard and received an “APPROVED” purchase notification on the website. However, I still have not received my PIN email(s). Where is my PIN email?
    The most common reason a PIN is not received is due to email SPAM protection. Please add our email support@thephonecardstore.ca to your contact or safe list to prevent our PIN emails from ending in your junk folder.

    Another common reason is mis-typed email address. Please email us at support@thephonecardstore.ca or use the form below to send us an email and we will investigate. Please included your name, date of purchase, and product purchased to help us investigate.
  • I purchased a card at a store and getting invalid pin recording?
    Please return to point of purchase in order to get further details on this matter via calling card distributor.
  • Can the same calling card be recharged once fully used?
    At this time our cards can not be recharged.