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Balance and Recharge
Activating Phone Numbers
Q. How is the Account different from other long distance providers and calling cards that I have used?
A. Unlike other calling cards and long distance providers, the card and services are designed to save you money on long distance calls made on your cellular, office and home phone. This service does not replace your existing cellular and local calling plans; it simply allows you to stop paying the high long distance rates charged by your cellular and local long distance provider. Unlike other calling cards, the minutes you purchase with the card will never expire and there is no monthly fee, maintenance fee or connection fee.
Q. Do I need a special phone to use?
A. No. You do not require a special phone or additional equipment of any kind. As long as the phone you are using has Touch Tone service, you are ready to use your account.
Q. Do I require a PIN to use my account?
A. You are not required to use your PIN when placing a call from an activated phone number. If you are making a call from a non-activated phone number or from an activated phone but you are outside of a local calling area, you will be required to enter your PIN.
Q. Can I change my PIN?
A. No. You can only change your PIN if there are security concerns associated with using the number. The new PIN will be a computer generated PIN. For security purposes, you cannot choose your own PIN number.
Q. What happens if I forget my PIN?
A. Contact Gold Line customer service to follow a security process whereby the PIN can be given to you.
Q. How do I obtain my PIN??
A. In order to obtain your Personal Identification Number, a procedure has been created to ensure the security of your PIN and protection of your account. You must call customer service and follow a security process whereby the PIN can be given to you. You will need to provide the representative your activated (registered) phone number. This is the number you registered with to make calls without using a PIN. If you do not have a registered number, you can ask customer service to create one for you. You will be called back at your registered number and will be asked to confirm information that you provided during your sign up process such as name, phone number, etc. You will also be asked to confirm some examples of previous call history data that can be verified by the representative. If no call history exists from your registered number you will be required to provide additional information such as your address. This information is required to verify that you are in fact the owner of the account.
Q. Do I have to cancel any existing services before my account will work?
A. When you use this service, our system knows you are a customer by recognizing any of your activated phone numbers each time you dial into the service. If you have the Call ID Blocking feature on any of the activated lines, you will have to disable that feature in order to use your account or alternatively keep the Call Blocking service active and use your PIN. If you are unsure of how to disable the feature, please contact your cellular provider or refer to your phone manual.
Q. Are there any contracts or agreements to sign?
A. No. You are not required to sign any contracts or agreements.
Q. What happens if I lose my access numbers?
A. Our website will provide you with a complete list of access numbers.
Q. Will I be able to use the address book or scroll feature on my cellular phone to make long distance calls?
A. Yes, the address book feature should work with this service, on all phones. To use it you will need to program a separate entry for each destination number you would like to call. Each entry will include the local access number for the city you are making the call from, a pause and 1 + the area code and destination number of the person you are calling.
For example, if you are making a call from Toronto, your entry will look like this: 416-555-1234-Pause-1-514-555-1234. lf you are unsure of how to program pauses into your phone, please refer to your phone manual. Please note that each phone is different and some phones may not have this feature or it maybe referred to under a different name, for example, space or link mark. To confirm that you have programmed the access number and pauses correctly, you should hear the following message prior to your call going through: "For this destination you have X minutes remaining." If you are unable to use your address book with this service, you will always have the option to enter each number manually for all calls.
Balance and Recharge
Q. How long will it take before my account is available for use?
A. Your account will be available for use immediately after you activate the service.
Q. How do I recharge my account?
A. Online, via the Interactive Voice Response system or call Gold Line customer service.
Q. Does my account balance ever expire?
A. Your account and account balance will not expire. Even if your account balance is depleted, we will keep your account open so that you can make a deposit the next time you have the need to make a Long Distance call.
Q. How do I check my account balance?
A. Each time you use the service you will be given your balance before your call is connected.
Activating Phone Numbers
Q. How do I activate my account?
A. Online or call Gold Line customer care.
Q. How many phone numbers can I activate to my account?
A. You do not have to record all your phone numbers, but you can record different types of phone numbers (personal, business, cellular, etc.).
Q. How do I change one or more phone numbers activated to my account?
A. Please contact customer service 1-866-619-7708 to modify your activated phone numbers.
Q. Can I use my account to make calls from phone numbers that are not activated?
A. Yes. You can make long distance calls from non-activated phone numbers. If you are making a call from a non-activated phone you will be required to enter your PIN.
Q. Where can I check the most current domestic and international rates?
A. You can check rates online or you can call Gold Line customer care.
Q. Where can I check the most current domestic and international rates?
A. You can check rates online or you can call Gold Line customer care.
Q. What are the rates if I call a cellular phone overseas?
A. For rates to cellular phones overseas, please visit our rates section online or call Gold Line customer care.
Q. Will I still get charged for minute usage from my cellular provider?
A. Yes. Placing a long distance call through will use your airtime on your cellular plan but you will not be charged any long distance charges from your cellular provider.
Q. Are there any hidden fees associated with this service?
A. No hidden fees!!!
Q. Are there any charges when calling from a payphone?
A.When making a call from a payphone a charge of $1.50 will be deducted from your account for each call.