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Localphone Help Search

Billing & Account Support

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Frequently Asked Questions

Are there any additional fees or charges when calling with Localphone? Also what are your rates?
We believe in being fair and transparent, so we only charge the amounts we show on our site. When you make a payment we give you the full amount as calling credit, and we will only charge you the per minute rate for calls as shown on our site. There are no connection charges, maintenance or service charges, or other hidden fees.

If there are any other charge on your statement and you are outside of the UK this could be a charge made by your bank.
Some US banks, but not all, charge for overseas transactions, you will need to contact your bank about this issue.
We do have the PayPal option at our checkout for anyone who inures extra charges from their bank.

You can find the full range of prices on our website at http://www.localphone.com/call
Please click on the flag symbol to view in the currency you wish to, you can also enter the number you are going to call into the calls cost calculator to check the rate.

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Are there hidden fees?

Localphone do not have any hidden fees such as connection or maintenance charges.

If there is any other charge on your statement and you are outside of the UK this could be a charge made by your bank.

Some US banks, but not all, charge for overseas transactions, you will need to contact your bank about this issue.

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Auto top up is no longer available!
You need to place an order with us using your credit card before you have the option to auto top-up. To be eligible for auto top-up you must first verify the payments associated with the card you wish to use. Please check if you have placed an order which needs verifying. If you had auto top-up option enabled and you disabled it you need to verify your card details before it can be reactivated.Submit a ticket »
Do I recieve a monthly statement?
No our service works on a pre paid basis using credit/debit card UKash or PayPal, we charge in USD, EUR or GBP.
After setting up your account and entering your numbers into our system you will then be given local numbers for each of your contacts.
To find more information about how the service works and to view our rates visit our website .Submit a ticket »
Do you charge tax/VAT?
The price you see is the price Localphone charge all VAT and tax charges are included in the price.Submit a ticket »
How do I activate/deactivate auto top-up?

Please click on the link ‘your account’ on the right hand side at the top of your dashboard in the personal box along with your account number and balance.

You will see ‘modify auto top up settings’ on the list at the bottom of this page.

Please note you will need to have verified all of your card details before this can be activated and can not be activated if you have only placed orders through PayPal.

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How do I add credit?

You add credit by clicking on ‘add funds’.

This is shown in the personal box on the right hand side at the top of your dashboard along with you account number and balance.

When you click on the add funds you are given the option of how much you want to credit your account, click on the amont then follow the checkout process.

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How do I see my bonus credit for recommending a friend?

Please click on the 'history' link in the grey band across your dashboard.

Then click the drop down arrow on 'activity type' then select 'call funds' to see funds increases.

Please note if you need to view funds in relation to funds increase then before clicking serch select 30/60 days to view or enter the dates into the boxes.

Bonus credit is shown on these pages each time your friend places an order, as long as they have input your details and have not placed an order using your card.

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How long does it take to process an order?

Where possible we try to automate the process and a recharge only takes a few minutes to pass from your payment provider into your account.

Where there are problems with an order and it is flagged for manual review it can take up to a few hours depending on the time of day , we are based in the UK, but do have agents in other timezones processing
orders.

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How will I be billed for my number?

You will be asked to credit your account for the initial monthly rent and the connection fee.

After that you will be emailed to ask you to credit your account for the rental fee each month.

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I am in the US and have an added charge on my statement!

The added charge on your credit card statement was not made by Localphone this is made by the US banks for an overseas charge.

We are not able to tell you this information in advance as it appears that these banks charge some customers but not others.

Again just to let you know it is not money that Localphone receives and in effect it costs us to receive your money so the banks are making twice from the transaction.

We do have the PayPal option at our checkout for customers who incur this charge.

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My credit was declined but money taken from my account!

No money has been taken from your account, what you are seeing is simply an authorisation, this was reversed when the payment was declined.

Please contact your bank if need further information, they will be able to confirm the money has not been taken. Please be aware it may take your card company a few days to clear the authorisation.

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Not all my credit is added!

Click on to history on your grey band on your dashboard.

Please select either 30 or 60 days in the date range (depending on when you topped up your account).

Click on the drop down arrow next to ‘activity type’ then select ‘call funds’ hit the search button.

You will notice your last call placed before adding your credit ran over your credit limit. Localphone do not cut a call but allow it to finish. Therefore the next time you place an order the money is deducted from your credit balance.

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Not all my credit is added!

Click on to history on your grey band on your dashboard.

Please select either 30 or 60 days in the date range (depending on when you topped up your account).

Click on the drop down arrow next to ‘activity type’ then select ‘call funds’ hit the search button.

You will notice your last call placed before adding your credit ran over your credit limit. Localphone do not cut a call but allow it to finish. Therefore the next time you place an order the money is deducted from your credit balance.

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What is bonus credit?

When you recommend a friend and they sign up for a Localphone account, we will give you 10% of the call credit every time they top-up for 90 days!

Please see more information at the following link

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What payment methods does Localphone accept?
Localphone offers a secure check-out system with which you can use most popular debit and credit cards; including Visa, MasterCard, Switch/Maestro, and Solo. You can also optionally choose to pay via Paypal or Ukash.Submit a ticket »
What will my phone provider charge?

Localphone charge the international leg of the call at the rate stated on our site (this is why we assign you local numbers to bring down the cost) Your local phone provider will charge the remainder (from phone to local number) unless you have free minutes included in your package.

It could be worth altering your package, going on a contract or using land line for cheaper calls.

We recommend you contact your local phone provider to confirm the charge.

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Why have I not received my credit for recommending a friend?

This could mean your friend did not input your details on signing up therefore you were not credited.

Unfortunately this can not be changed retrospectivly as it is a system generated process. 

Or as per the terms outlined on http://www.localphone.com/recommend#theSmallPrint we do not give the bonus credit when the order is placed with the recommender's payment details, or with the payment details of another existing Localphone user.

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Billing Troubleshooting

How long will my credit/account stand?
Your credit and account will stand for a year with no activity.
I have added credit, but it isn’t showing up on my dashboard and I can’t make calls.
It can take a short time for our payment processor to approve your order, especially for first-time users, so please wait a little longer. We will send you an e-mail as soon as your credit is available, or if your payment has been declined.

You can ensure faster top-ups by verifying your payment details.

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I recommended my friend and they placed an order, but I have not received my bonus credit yet.
Please check our recommend scheme terms to make sure you have not broken any of the conditions, for example recommending a friend and then paying for their credit yourself.Submit a ticket »
My account appears blocked

If you have placed an order with us then you will still be able to place calls with your remaining credit but will not be able to place orders.

If this is he case then check the message on your dashboard and note what is being asked of you.

The system will be asking you to verify a particular order number which was taken from your account in 2 parts and will therefore show that way.

If you have attempted to add the split payment and are now locked out then please check your on-line banking or contact your bank for the 2 amounts shown for the order you are being asked to verify, email to customer support the 2 amounts shown on your statement and they will enter the amounts for you.

If you have not attempted to enter the amounts then click in the grey band across your dashboard to ‘direct dial’ shown in the box at the top of your screen will be the blue link to verify your account. You will see the 2 white boxes, enter the amounts into the space, you can add in any currency you wish as the system will calculate the conversion.

BE AWARE you have 3 attempts to add the amounts before you will be locked from your account, if this happens you will need to email the amounts to Localphone to be entered for you.

If you have only just placed an order with us and no credit is added then

1. After placing your order please check to see if an email has been sent to you, if no credit has been added to your account it could be that it has either been declined (The reason will be given in the email) or your card needs verifying to release the credit to your Localphone account within the time limit given.

Please check on your on-line banking or call your bank for the 2 amounts your order will be split into. The 2 amounts will total the order you placed with us.

If the amounts are not entered in time then the order will cancel and another will have to be placed.

No money will be taken from you although it might show in your account as pending but will clear after a few days.

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My order was declined.

Please check to see if you have recieved an email from us when you have placed your order.

If your order has been declined, the email sent to you will give you the reason why.

This could be because your card details need updating, please ensure all of your card details are correct.

If you have received a bank decline then this means your bank will not allow us to take the money owing for your order, some of our customers have had success in contacting their bank informing them an order will be placed and giving permission to take funds.

It could be your order needs verifying for us to release the credit to your account. Our email sent to you will explain the verification process.

You have 3 days to enter the split payment details showing from your bank statement into the link on your dashboard to relese credit to your account (please contact your bank for this information if you do not have on-line banking or a recent statement) Enter the split amount into your dashboard (see the verify your account link on the top of your dashboard) to release your order. If you do not have one of these emails (please check spam/junk folder)

If it is your first order with Localphone, it will take longer to go through security checks.

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My payment was declined.

Please check to see if you have recieved an email from us when you have placed your order.

If your order has been declined, the email sent to you will give you the reason why.

This could be because your card details need updating, please ensure all of your card details are correct.

If you have received a bank decline then this means your bank will not allow us to take the money owing for your order, some of our customers have had success in contacting their bank informing them an order will be placed and giving permission to take funds.

It could be your order needs verifying for us to release the credit to your account. Our email sent to you will explain the verification process.

You have 3 days to enter the split payment details showing from your bank statement into the link on your dashboard to relese credit to your account (please contact your bank for this information if you do not have on-line banking or a recent statement) Enter the split amount into your dashboard (see the verify your account link on the top of your dashboard) to release your order. If you do not have one of these emails (please check spam/junk folder)

The amount has still been deducted from my bank / credit card.

If it is your first order with Localphone, it will take longer to go through security checks.

If we declined your payment but your statement is still showing the charge, this is what is known as an “auth”. We have not taken the funds from your account, and the charge should disappear from your statement – usually within 48 hours.

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What is verification?

Your first order on any card is taken from your account in 2 parts therefore it will show on your account that way the two amounts added together will total the full amount placed.

We ask our customers to verify their accounts and approve their card for a number of reasons.

Only the card holder will have access to bank statements for the information being asked.

Once the amounts are entered then any orders placed in the future should process through the system quicker or our customers can activate the auto top up option on their account.

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PayPal Issues

I can not see the PayPal option at the checkout.

There is a minimum order for using the PayPal option of 10 GBP, EUR or USD.

When you have selected the amount you wish to charge your account, as long as it is over this amount, the PayPal logo will show to be selected during the checkout process.

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My PayPal order has been declined.

Please check the email that will have been sent to you and the reason given.

If this is a decline by PayPal then you will have to contact them about this issue.

The system might have declined your order because it is an unverified PayPal account please follow the instruction through PayPal to verify your account with them.

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Why does my account show 2 withdrawals for my order?

Please be assured Localphone have only charged you once, this can be seen by clicking on the ‘history’ link in the grey band across your dashboard then clicking on ‘activity type’ to ‘call funds’.

PayPal have a confusing way of displaying the charge in that it shows as 2 payments but if you are unsure about this charge and are disputing it then please contact PayPal to explain.

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Other Queries

For all other other billing queries please contact our Support Team.