Frequently Asked Questions
What is iTell?
iTell is a facility-based telecom service provider that specializes in value-added long-distance services.
What kind of call quality can I expect using iTell?
We understand that your calls are important. There is no point in saving a few cents if the call doesn’t go through! We have established partnerships with many of the top telecom carriers in the world to bring you the best call quality available at the fairest prices.
What do you do with my personal information?
iTell respects our customers' privacy. We collect your information to assist in offering high quality service to you. We may utilize your information in the future to help identify and market new products and services that we believe may benefit you. We maintain a high level of security to protect your information from any unauthorized access.
How long do I have to use the money in my account?
Your account will remain active as long as you use it at least once every six months. If there is no activity for six months (182 days), your account will expire. Please see our 'Terms and Conditions’ for specific details.
Can I use iTell from any phone?
Yes! Our system can be accessed from any phone (mobile or landline) in North America...(and by using our Callback numbers from any country in the world) . Please click here to find out about payphone surcharges.
How Can I Recharge My Account?
We have made it extremely easy and convenient to recharge your account. Choose the method most convenient to you
.
— You can access your account online and securely recharge your account. Enter you log In information under ‘My Account”
— You may call our customer service number and we shall be more than happy to help recharge you account for you. Phone. (818) 344-1003
— Set up auto recharge on you account under your profile. You will also be able to set the amount of recharge you want. Our system will recharge you account every time you balance falls below $2, that way, you always have funds to make your international calls. The key thing here is, regardless of how much money is left on your account and regardless of how long it has been, your credit will remain the same. No Fees, No nickeling & diming you. Period!
— IVR Recharge. This is a new feature meant to make our customers without access to a computer able to recharge their account any time. Dial any of our access numbers and follow the prompts. Press option 1 to recharge. You will at this point enter your account information including your PIN and home phone. Chose the amount you wish to charge. That’s it!
Please note. This feature works on a touch tone phone. For more information, see “How it works “section. Or call customer service for more information.
How to use Direct Access?
To use Direct Access from the United States, you must dial a local number Instead of the usual Toll Free access number. If you have a bundled minute package, at home or with your mobile phone, then this call may be covered by your allocated minutes or may even be free if you have an unlimited calling or free nights and weekends package'
When to use Direct Access?
— From your cell phone, using your plan minutes
— From your cell phone, using your unlimited evening and weekend minutes
— From your home phone, using an unlimited national calling plan
— From your any phone where calling a local numbers is a non chargeable call
How does iTell inform me of any rate changes?
Customers are notified of all rate changes by email. Please call Customer Service at 818-344-1003 or email to support@iTell.com if you need to update your email address.
Is it safe to signup and/or add money to my account online?
Our online service is equipped with a high-grade 256-bit SSL certificate. It means all sensitive information is encrypted, with strong encryption methods.
Do I have to call you to add money to my account?
iTell online service is safe and convenient. You can access your account online and securely recharge your account. If, however, you do not have any access to your account online, please contact our customer service. We will be happy to assist you. We also offer an automatic re-crediting service. For information on this service, please call Customer Service at 818-344-1003
Can iTell automatically re-credit my account when the balance gets low?
Yes, we can recharge your account for you when your account balance drops below $5. Please login to your account online and click on 'Account Recharge' menu button to obtain an automatic re-crediting form with an instruction on how to setup automatic re-crediting.
What happens when the balance gets to zero?
If you are on a call when your credit is getting low, you will here a low credit warning when you have five minutes remaining. Further low credit warnings will be heard at one minute remaining and twenty seconds remaining. You will need to terminate your call and re-credit your account. If your credit runs out whilst you are on a call, the call will disconnect.
How do I obtain the balance of my account?
Every time you make a call using our service, you will hear your account balance. If you would like to hear your balance at the end of a call, you have to attempt to make another call
Can I use iTell from any phone?
Yes! Our system can be accessed from any phone (mobile or landline) in North America...(and by using our Access numbers from any country in the world) . Please click here to find out about payphone surcharges and possible costs associated with accessing iTell using your mobile phone.
How reliable are your services?
With 24/7 on-site monitoring, real-time diagnostics and reporting, our system is designed to function under the toughest conditions. Fully redundant switching platforms and web servers located at a strategic bandwidth hub in Toronto also help to all but eliminate downtime.
What kind of services can I order online?
You can order dial-around (PIN less dialing) long distance, international callback, web call back, SMS call back and prepaid phone cards.
How soon can I start using your services?
Almost instantly.
How will I know when my account is active?
We will send you an email moments after your account has been activated.
How often do you change rates?
International rates are being reduced generally twice a year.
Can I cancel my service any time without incurring penalties?
Yes. You are in total control of your account.
What options do I have to contact customer service?
You can contact us by phone, email, or fax. You can also interact with our customer service center using click-to-talk buttons from our web site.
Can I manage my account online?
Yes, you can, free of charge. This is an online account management system that allows you to:
- View your current invoice
- Change your billing profile
- Add new services instantly to your existing account
- Change your registered number
- Place calls directly from your desktop
- Download call details into an application of your choice.
How will I be billed and how often?
We offer prepaid services. You will only be able to make calls as long as you have sufficient funds in your account . If you opt for an auto recharge at the time of signing up, your credit card will be billed for the amount you set whenever your funds run below US$2.00. An auto-recharge option is recommended as you will never be deprived of our services.
What are my bill payment options?
You can pay with Visa, Master Card or Amex. You can also open a prepaid cash account and make payments to iTell using Western Union QuickPay or wire transfers. You could even send a personal check, with your telephone number on it, payable to iTell and we’ll call you back soon after the check has been cashed.
Are there other fees charged on my account?
No.
Are there any service charges/hidden costs?
No, there are no hidden costs.
What currency will I be charged in?
You will be charged in US Dollars.
How can I view my account balance?
When you access your account online by logging in, you will be able to view your current balance.
Can iTell automatically re-credit my account when the balance gets low?
Yes, we can recharge your account for you when your account balance drops below $5 ($2). Change this amount to $2.
Do I have to call you to add money to my account?
iTell online service is safe and convenient. You can access your account online and securely recharge your account. If, however, you do not have any access to your account online, please contact our customer service. We will be happy to assist you. We also offer an automatic re-crediting service which you set up under your account and IVR recharge done by simply using your touch tone phone. For information on this service, please call Customer Service at 818-344-1003
How can I resolve billing disputes?
You can contact us either by emailing your complaint to billing@iTell.com or by calling our customer care center at 1-818-344-1003.
What is the callback service?
The Callback Service is an automated call-return system. Every customer is given a unique access number (also called DID). Each DID has an assigned callback number. Whenever the DID rings once, iTell's system recognizes the account number and immediately calls the user back. When the user picks up the call and hears a voice prompt inviting him or her to place a phone call, the user then makes the call to any destination in the world at iTell's discounted rates.
Can I use callback service from any country?
Any working telephone number from anywhere in the world can be programmed for the callback service.
Can I use callback from a hotel or office extension?
Yes, you can program the callback service to automatically dial room numbers or extensions after the inbound call has been answered. You can even record voice greetings that instruct a live attendant to transfer the incoming call.
Can I initiate calls from any computer anywhere in the world?
Yes, we have a web trigger you can use to initiate calls from your PC. Simply enter your access number and destination number, press the CALL button and in a few seconds you will receive a callback and will immediately connect to the destination number of your choice.
Can I initiate calls from my cell phone anywhere in the world?
Yes, if you have a GSM mobile phone. Send a text message to the number we provide and in a few seconds you will receive a callback and will immediately connect to the destination number of your choice.
Can I manage my calls online?
Yes, you can see your call details in just a few seconds after the call has been completed.
What is the Dial Around service?
Dial Around is a long distance service that requires you to enter a toll free number before placing your outbound call. This way you will bypass your long distance carrier charges.
How does it work?
How it works is simple. Call a toll free number assigned by iTell, wait for a dialtone, then place your destination call.
From which countries can I use the Dial Around service?
At this time, Dial Around can only be used from Canada and the US.
Can I use Dial Around from cellular phones?
Yes
What if I call from a telephone number other than my registered number?
If you call from a different phone number, the system will prompt you to enter your PIN code. Using this method, you can make calls from anywhere in North America.
Website errors
I am having trouble signing up...
There may be a few reasons that your transaction was not successful. One reason may be due to the high number of people recharging/signing up simultaneously. With the high volume of people trying to recharge/sign up, sometimes our system cannot handle the traffic, resulting in a declined transaction.
If you are using a credit card (rather than PayPal), please make sure it's a valid American Express, MasterCard, or Visa card. Also, please make sure that the billing address of the credit card matches the address you entered when you opened your iTell account. Failure to exactly match this information will result in a declined transaction. Please contact your bank to make sure there is no issue with your card. iTell allows only one transaction in a 24 hour period, so please wait at least a day before attempting your sign up again.
I am having trouble recharging...
See "I am having trouble signing up ..." above. Also, if you signed up with a credit card (rather than with PayPal), check to see if your billing address has changed, if you are over your credit limit, or if your card has expired. If all else fails call your credit card company first to see if there are any unresolved issues with them before you contact iTell customer support.
I am having trouble logging in...
There may be a few reasons that your login was not successful. One reason may be due to your cookie settings. See "What do I do if my browser will not allow the session?" below to set your cookies correctly.
Another reason that your login was unsuccessful may be due to the security setting on your browser (i.e Internet Explorer, Netscape, etc.).
For Internet Explorer 5.5 and above:
To check the privacy setting on your browser, please look at the lower right hand corner of the browser. If there is an eye icon with a stop sign (next to the lock icon) on the login page, it means the privacy setting on your browser is blocking our iTell.com page.
Please double click the icon. A privacy report window will pop up. In the 'restricted web site' selection, right click on all the iTell links and select "Always accept cookies from this site". Please verify that you have done this for all the links under iTell.com.
For Netscape 6 and above:
If the lower right hand corner of the browser has an eye icon with a document symbol next to it, on the login page, it means the privacy setting on your browser is blocking iTell.com page.
Please double click the icon. A privacy setting window will pop up. Click on the privacy setting option. In the 'restricted web site' selection, click on cookies, then select "Enable cookies for the originating web site only". If this does not work, please follow the same procedure and select "Enable all cookies".
What do I do if my browser will not allow the session?
Cookies may not be enabled. Here are basic instructions for enabling cookies on different systems.
Internet Explorer 4 Users
From your browser window click on the "View" menu at the top of the browser, scroll down and highlight the "Internet Options" menu item. This will bring up a dialog box with a number of tab buttons at the top. Click on the "Advanced" tab and then scroll down within the window until you've reached the "Cookies" section. Click the "Always Accept Cookies" option and then click on the "OK" button to accept the change and close the dialog box. Cookies should now be enabled.
Internet Explorer 5 Users
From your browser window click on the "Tools" menu at the top of the browser, scroll down and highlight the "Internet Options" menu item. This will bring up a dialog box with a number of tab buttons at the top. Click on the "Security" tab. Select "Internet" content zone. If "Security level for this zone" has a slider, then set it to "Medium", or if not click the "Custom Level" button, and scroll down within the window until you've reached the "Cookies" section. Click the "Allow per-session Cookies (not stored)" option. Set this to "Enable" and then click on the OK button to accept the change and close the dialog box. Cookies should now be enabled.
Internet Explorer 6 Users
From your browser window click on the "Tools" menu at the top of the browser, scroll down and highlight the "Internet Options" menu item. This will bring up a dialog box with a number of tab buttons at the top. Click on the "Privacy" tab. Move the slider so it is NOT set to "Block all cookies". Click the "Advanced" button and check "Override automatic cookie handling". Check "Always allow session cookies" and click on the OK button. Click the OK button that now is in focus to accept the change and close the dialog box. Cookies should now be enabled.
Netscape 4 Users
From your browser window click on the "Edit" menu at the top of the browser, scroll down and highlight the "Preferences" menu item. This will bring up a dialog box with a menu cascading down the left hand side of the window. Click on the "Advanced" menu option. In the right hand side of the dialog box click the "Always Accept Cookies" option and then click on the "OK" button to accept the change and close the dialog box. Cookies should now be enabled.
Netscape 6 Users
From your browser window click on the "Edit" menu at the top of the browser, scroll down and highlight the "Preferences" menu item. This will bring up a dialog box with a menu cascading down the left hand side of the window. Click on the "Privacy & Security" menu option. This should expand the menu. Click on the "Cookies" menu option. In the right hand side of the dialog box click the "Enable all cookies" option and then click on the OK button to accept the change and close the dialog box. Cookies should now be enabled.
Netscape 7, 8 and 9 Users
From your browser window click on the "Edit" menu at the top of the browser, scroll down and highlight the "Preferences" menu item. This will bring up a dialog box with a menu cascading down the left hand side of the window. Click on the "Privacy & Security" menu option. This should expand the menu. Click on the "Cookies" menu option. In the right hand side of the dialog box click the "Enable all cookies" option and then check the box "Limit maximum lifetime of cookies to:" and select "current session". Click on the OK button to accept the change and close the dialog box. Cookies should now be enabled.
AOL 7.0 Users
From your AOL menu, click on the "Settings" menu, scroll down and highlight the "Preferences" menu item. This will bring up the "Preferences" window. Click on the "Internet Properties (WWW)" hyperlink. This should open a new dialog box. Click on the "Privacy" tab. Move the slider so it is NOT set to "Block all cookies". Click the "Advanced" button and check "Override automatic cookie handling". Check "Always allow session cookies" and click on the OK button. Click the OK button that now is in focus to accept the change and close the dialog box. Cookies should now be enabled.
I'm getting a "Page cannot be displayed" error, what do I do?
Internet Explorer Users
From your browser window click on the "Tools" menu at the top of the browser, scroll down and highlight the "Internet Options" menu item. This will bring up a dialog box with a number of tab buttons at the top. Click on the "Advanced" tab. Scroll down within the window until you've reached the "Security" section. Check the "Use SSL 2.0" and "Use SSL 3.0" checkbox. Then click on the OK button to accept the change and close the dialog box. The SSL security setting should now be enabled. If it doesn't work, repeat the above step again and also check "Use PCT 1.0" and "Use TLS 1.0" check box.
Netscape 4 Users
From your browser window click on the "Security" button at the top of the browser. This will bring up a dialog box with a menu cascading down the left hand side of the window. Click on the "Navigator" link option. In the right hand side of the dialog box click the "Enable SSL (Secure Sockets Layer) v2" and "Enable SSL (Secure Sockets Layer) v3" option and then click on the "OK" button to accept the change and close the dialog box. The SSL security setting should now be enabled.
Netscape 6, 7, 8 and 9 Users
From your browser window click on the "Edit" menu at the top of the browser, scroll down and highlight the "Preferences" menu item. This will bring up a dialog box with a menu cascading down the left hand side of the window. Click on the "Privacy & Security" menu option. This should expand the menu. Click on the "SSL" menu option. In the right hand side of the dialog box click the "Enable SSL version 2" and "Enable SSL version 3" option and then click on the OK button to accept the change and close the dialog box. SSL security setting should now be enabled.
I'm getting "The identity certificate uses an unknown signature algorithm" error, what do I do?
This issue occurs when using a Mac and Internet Explorer version 4.5 or below to access the secured part of our website (Signup/MyAccount). To correct this issue, upgrade to a web browser with support for newer encryption technology, Microsoft Internet Explorer 5 Macintosh Edition from the Microsoft web site (http://www.microsoft.com/mac/download/). Newer versions of other browsers will correct the problem as well.