SmartReach FAQs

SmartReach FAQs

General

Why Choose SmartReach?

What kind of service can I expect?

What is the call quality like?

What is the SmartReach Long Distance service?

What is the difference between the SmartReach Long Distance service and a Calling Card?

Which cities is SmartReach available in?

What are the access numbers for my city?

Do I need a special phone to use SmartReach?

Can I use SmartReach from my cell phone?

How do I make calls using SmartReach?

Are my calls rounded to the nearest minute?

If I sign up for SmartReach, will I still receive a monthly bill from my local phone company for any long distance calls I make using my local phone provider?

General issues and troubleshooting

Why do I hear an error message when I try to make a call?

Why do I receive an error message when I try to access the signup form?

What if I lose or forget my PIN?

I entered a wrong credit card number on the signup form and corrected it by clicking the Back button, but my order was not processed.

I created a Username and Password, but I'm receiving an error message that won't let me proceed to the next step.

I didn't receive a confirmation email with my PIN number after I signed up. What should I do?

General Account Questions

Do I have to wait for my long distance call to be connected?

Will my DSL Internet connection be affected with SmartReach?

Can I send faxes using SmartReach?

How do I call for Customer Service?

There are so many other companies that offer the long distance service, what should I watch for with other long distance companies?

Will my minutes be used up for a call when there is no answer or when the line is busy?

Do I need to input a PIN?

How will I get my PIN number?

Can I change my PIN?

Sign up and Activation

How do I sign up for SmartReach?

Will SmartReach charge an activation fee when I sign up?

Is the sign up process secure?

How long will it take for SmartReach to be activated?

Do I have to sign a long distance service contract with SmartReach?

Will my account expire?

Rates and Payments

What are the Preferred Rates and who is eligible for these rates?

Where can I find the rates per minute for my destination?

What currency are the rates posted in?

What are my payment options?

Why was my credit card charged twice and what should I do if that happens? I am an existing SmartReach Internet customer and currently pay by cheque, how come I can't pay by cheque for my Long Distance service?

Can I use a Credit Card belonging to my parent, spouse, family member or friend to register for SmartReach

I am an existing SmartReach Internet customer and currently pay by cheque, how come I can't pay by cheque for my Long Distance service

I am an existing SmartReach Residential Internet customer and I received an email from SmartReach with a bonus PIN number. How do I redeem this credit?

Balance and Recharge

How do I check my account balance?

What is the Apply Credit option in the Customer Portal?

How do I apply a credit to my account?

What is One Time Recharge?

What is Auto Recharge?

What is the difference between the One Time Recharge and the Auto Recharge options?

How do I recharge my account?

What is the minimum balance before my account is auto recharged?

Is there a minimum amount I need to spend monthly?

Do I get to decide how much is deposited into my account with the Auto Recharge option?

How much can I store in my prepaid account?

Customer Portal

Where can I find the Login Page for the Customer Portal?

How can I log into the Customer Portal?

What are the features of the Customer Portal?

What is the Address Book Feature?

Where can I find my call history? e.g. minutes used, amount charged

Under Calling Options, what is Time/Balance Messages?

What is PINless Dialing and how do I activate this option?

Whose numbers can I register for PINless Dialing?

How do I use the Speed Dial feature?

Will I be able to use the Speed Dial feature on my cell phone?

Can I see my call history online?