Frequently Asked Questions

Please search through our online FAQ. If you don't find the answer, please contact us.


Q: How can I search for cheap International Calling Card rates?

A: We offer prepaid International Calling Card with great features and cheap rates. Searching for a prepaid International Calling Card is a simple and easy process. One way to find cheap International Calling Card rates is to click on Rate link at the top menu nalotel.com. In search area select which country you are making a call. Next, compare details and prices, then choose the best calling option that suits your preferences and click Buy Voice Credit button.

Q: Which Calling Plan is the best for me?

A: Click on Pricing link at the top menu nalotel.com and find the best international calling plan for you. We have Calling Plans and Packages for all of your International needs. You can choose between calling plans such as Pay per minute as you call, Call Nalo Plan, Residential Calling Plan or create your own Smart Calling Packagebased on your calling needs. Our International Calling Plans are coming with great features and very low rates.

Q: How can I find the cheapest international calling rates I am looking for?

A: Whether you are looking for the cheapest international rates or most minutes we have made it easy for you. 1. Click on Pricing link at the top menu nalotel.com. In search area select which country you are making a call. Next, compare details and prices, choose the best calling option for you and click Buy Voice Credit button. 2. To find the right VoIP calling plan click on Pricing link on the top of menu nalotel.com. Choose from Residential Calling Plan packages or create your own Smart Calling Plan package. Next, compare details and prices, choose the right calling package for you and click Calculate your price.

Q: Where is my info?

A: Your personal preferences and information are stored online at Account Manager. Login into your Account Manager with an e-mail and password that you provided the first time you registered to become a member. Account Manager allows you to see your credit balance on your account, payment and call history, also you can setup auto-refill and speed dial and change your personal information if need it.

Q: Cen I see my call history online?

A: YES. Once you logged into online Account Manager you will have access to view your complete call history, credit card information, instant access numbers, speed dial numbers and other account information. These are just some of the great benefits our service provides.

Q: How can I save Speed Dial with the system?

A: You can save Speed Dial numbers to our system by using online Account Manager speed dial section. In the section you associate a digit from 0 to 9 the phone number you frequently call.

Q: How can I use Speed Dial numbers to make faster calls?

A: You can register your friends or family members phone numbers that you frequently call as a Speed Dial Numbers and call them faster. You can save up to 9 speed dial numbers for further use. You can save them either by going online and login into your online Account Manager or by calling Customer Service 1.888.349.7986 so we can register them for you.

Q: What is Auto Recharge?

A: Auto-Recharge (automatic recharge) is a free, optional service that is included with many calling cards. Auto-Recharge automatically credits your balance when it drops to the minimum level. You can log into online Account Manager and program your account to add more minutes to your calling card when it reached a low minute or dollar balance.

Q: How can I buy a Cheap Calling Card credit?

A: Buying Cheap Calling Card credit is a very simple process in couple of steps. 1. The first step in buying a calling card credit is to know how to search for a calling card rates. You can find it by clicking on Rate link at the top menu nalotel.com. Next, in search area, select destination where you are making a call, compare details and prices, choose the best calling option or calling plan that suits your preferences and click Buy Voice Credit. 2. The second step is buying a calling card credit. When you click on Buy Credit button, you will be prompted select amount you wish to buy (i.e. $10, $20, $50, $100, $200). If you are a new costumer please complete the register and payment process and then check out. An email confirmation is instantly sent to you with both your calling card information and easy instructions to follow.

Q: How can I make an International Calling Plan subscription?

A: You can make it by completing the register and payment process to use our online service or by calling to costumer service on 1.888.349.7986. To make it online, please follow the several steps: • Click on Pricing link at the top menu. • Choose International Calling Plan that suites your preferences and press Calculate Your Price button. • If you have an existing Nalotel account you can just login into online Account Manager and make a payment or call to customer service on 1.888.329.7986. • If you have not register with us yet you have to open a new Nalotel account by completing register process and making a payment.

Q: How can I add credit to my Nalotel account?

A: Nalo service it is a prepaid service where you can make a payment by credit or debit card, PayPal, checks or Western Union. Ones you have logged into your online Account Manager, choose your card denomination (i.e. $10, $20, $30, $40, $50, $100, $200) and click on the Buy Now button. Next, check out and complete the payment process. An e-mail confirmation is instantly sent to you with both your calling card information and easy instructions to follow.

Q: If I make a call and no one answered, should I pay for the call?

A: As long as the call go unanswered, your account won’t be charged. But if you dial a wrong number, or the call is answered by the answering machine or voice mail, then you will be charged for the call that is answered.

Q: How can I check my remaining balance?

A: Login to your online Account Manager to check remaining balance. The available balance will be also be announced by the prompt every time you dial an Access Number.

Q: How do I know how many minutes are left on my card?

A: The available minutes will be announced by the prompt every time after dialing the destination number.

Q: Which countries can I call to and from?

A: You can call from anywhere to everywhere in the world.

Q: What are your rates?

A: Please use the Rate link to check how cheap the international rates are. Open the Rate page and select the country where you wish to call. Next, compare details and prices, then choose the best calling option that suits your preferences and click Buy Voice Credit button.

Q: Will you be provided with a free Access Numbers for different countries?

A: Yes, we offer free Access Number for USA, Canada, Romania, Greece and Israel. For the rest of the countries we will charge a monthly fee.

Q: Can I use my mobile with your service?

A: Yes, you can use your mobile phone.

Q: How does the service work?

A: You can find detailed information by clicking here

Q: Do I need to buy any equipment?

A: You can use your phone (mobile or landline) or you may need a PC for web calling and for managing your account online.

Q: Do I need a smartphone to make a call?

A: You don’t need a smart phone to use our services. You may use any phone (Mobile or landline) to use our Cheap International Calling Card.

Q: Is it possible to make a 3 way call?

A: Yes, you can make a 3 way call if your phone have this features or you can use our Nalo app.

Q: How can I get a PIN number?

A: Log into your account in section activities or call the customer service and ask about your PIN number.

Q: Will my credit expire if I do not use the account?

A: Your credit is never expired even if you don’t use your account for a long time.

Q: Are Calling Rates subject to change?

A: Yes. To bring you low cost calls we adjust the rates periodically. Ones a month we review our rates and if necessary increase or decrease them in the line with the carriers' charges. On occasion a rate may decrease due to a special offer or promotion and then return to it’s original level once that promotion ends.

Q: Why should I use Cheap International Calling Card?

A: There are several reasons: - They are often much cheaper than long distance providers. - They are cheaper than your local phone company. - You can budget your long distance calling cost.

Q: Do I have to register with Nalotel?

A: Yes, to use Nalotel you must register using an e-mail address and password. Users who have already registered with Nalotel can also use Nalotel login details.

Q: I have forgotten my user data. What should I do?

A: Try to login to your online account manager and then click forgotten password link, than enter your e-mail address. Soon you will receive e-mail from us with instruction how to reset your password.

Q: How much does Nalotel service cost me?

A: The charges for connecting internationally via Nalotel can be found in Rate link at the top menu. In addition to our charges per minute you also pay the standard rate charged by your network provider for domestic landline calling. If your contact includes minutes or a flat rate for calls to domestic landlines, this also applies to your calls with Nalotel.

Q: How much should I pay for Nalo app?

A: The Nalotel application (the Nalo app) is free and available at App Store and on Google Play.

Q: When the additional charges will be applied?

A: If you have a landline and data flat rate for your mobile, there are no additional charges apart from the rate per minute charged by Nalotel. The current rates per minute can be found in our rates. If you have no flat rate, the following charges may be applied for every call: - Calling costs to a national landline number. - Data costs for communication with our servers. - The exact charges depend on your mobile tariff.

Q: How can I make referrals?

A: To make referrals please go to Refer a Friend page fill up the form. Each person you successfully subscribe to Nalotel with minimum $20, you will receive $5 Nalotel voice credit.

Q: How do I pay for my calls via Nalotel?

A: To be able to use Nalotel account you must have sufficient credit. The costs for telephone calls you make will be deducted from your credit. You can top up your credit any time at nalotel.com online account manager or you can call customer service on 1.888.349.7986 to recharge your account.

Q: What payment method will be accepted?

A: We are accepting debit and credit cards, checks and Western Union

Q: How much credit can I top up with?

A: The minimum credit amount that you can top up is $10.

Q: What does the start-up offer include?

A: As part of the start-up offer, you will receive a bonus credit of $1.5, which expires after one month. With this credit you can immediately test our service by calling a landline in the USA for 75 minutes, for example!

Q: Can I use Nalotel Cheap Calling Card abroad?

A: At Nalotel we use special international landline numbers in order to be able to offer you the cheapest rates. To use our service overseas, we will provide you with an access number from countries were you are traveling to

Q: How does the callback procedure work?

A: You should start by clicking Callback in online Account Manager, then you fill in the number you want to call. After you enter your number, you will receive a call back on the number you entered. For these calls you will be charged additional fees. By choosing this feature, you will still pay less than with any other provider of international calls.

Q: What does Your Number mean?

A: You can store Your number into our system for the callback procedure or PIN less dialing. This way you won't have to type in the number again before each call you want to make, you just need to enter it once.

Q: How does the Callthrough procedure work?

A: Callthrough is the default Nalotel procedure. Callthrough allows you to make fast international calls without dialing Access Number, PIN number, destination number. We'll transform your international call to a local call by providing you with the local phone number that will be forwarding to your international destination.

Q: How the Cheap International Calling Card works?

A: Cheap International Calling Card is a Virtual Calling Card. You can activate it following the steps below. • Please, click on Rate link at the top menu at nalotel.com. Next, in search area, select destination where you are calling, compare details and prices and click Buy Voice Credit. • Second step is buying a calling card credit. When you click on Buy Credit button, you will be prompted select amount you wish to buy (i.e. $10 $20, $50, $100, $200). If you are a new costumer please complete the register and payment process and then check out. An email confirmation is instantly sent to you with both your calling card information and easy to follow instructions. • Cheap International Calling card can be used with Access Number that you have to dial before calling an International Number. An access number is provided upon account activation and allows you to make cheap international calls when reaching people in a global scale. Any phone calls that are made from phone number, which is not registered with us requires a PIN number so after you dial your access number, you will be prompted to enter a PIN cod. To find more information about our rates please click here on the top menu.

Q: How can I avoid having to dial the Access Number each time?

A: To avoid dialing access number each time you can use Nalo app, Nalotel VoIP phone service or you can use Callthrough phone service.

Q: Can I cancel my service at any time?

A: YES. You can cancel the service at any time simply by calling customer service 1 888.349.7986.

Q: How to make an International Call? Which number to dial out?

A: You can make an International Call to any destination worldwide by using Cheap International Calling card. This is a Virtual Calling card, which can be used with Access Number that you have dial before calling an International number. An access number is provided upon account activation. Any phone calls that are made from phone number, which is not registered with us requires a PIN number so after you dial your access number, you will be prompted to enter a PIN cod. More detailed information you can find here.

Q: What are the billing increments?

A: All calls are billed in full minute increments with 1 minute rounding.

Q: What is the difference between Local and Toll-Free access numbers?

A: Our Toll-Free access Number is 1-800-XXXX and it can be used from anywhere in the US and Canada. There is a 1.6 ¢ will be added on fee when using Toll-Free access numbers. The Local Access Numbers were created in purpose to be used from the specific area that you will be placing your calls from. Because they are local for your area there are NO ADD ON FEES when using a Local Access Number. No refunds and/or credits will be issued if Local Access Numbers are not available or, if your local carrier is billing you at local rates for providing you a Local Access Numbers.

Q: Can I use service to send a fax?

A: Yes, you can use our service to send and receive a fax as long as you have VoIP adapter connected to your Fax machine.

Q: I have installed Nalo app and receive a message “register failed”. What should I do?

A: Please check the following: 1. Check your credential (your user ID and Password). If the issue is still persist please contact customer service on 1.888.349.7986. 2. Check Internet connection. Some of the mobile providers do not allow you to use Internet for VoIP app.

Q: How can I make a call to another Nalo app user?

A: Each Nalo user has their own Nalo phone number to make a call to another Nalo app user you have to dial that number.

Q: How do I make a call using Nalo app?

A: Dial the destination phone number (country cod + city cod + destination number) or use the phone number saved in your contact list. The contact number must be saved without (00) sign or (+) sign at the beginning of the phone number.

Q: How can I make a call to USA and Canada?

A: You can make a call to USA or Canada with number starting with 1 + phone number

Q: Can I open the chat, send a messages using Nalo app?

A: To use the Nalo chat you have to add your Nalo user friend to the app contact list before you can start chating.

Q: Can I make a video call using Nalo app?

A: Yes, you can make a video call between Nalo app users.

Q: What is the customer service number for using the Nalo app?

A: Customer service phone number is 611.


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