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Help with Resolving Problems

help and SupportPlacing orders online

FAQ SupportI placed an order, but did not receive anything.

If you are a first time customer, we will need to verify your order before we send it to you.

If you are an existing customer, then you can try the following:

  • Check your "Spam box" or "Bulk mail" folder in your email. Sometimes email providers block our emails for your protection. If this is the case, make sure to add email "helpdesk [at] ldpost [dot] com" to the "white list" of your email service.
  • Log in to your account and go to "Purchase history". You will see your full purchase history. When you find the latest transaction, click on "Details" to see the PIN codes.

If you don't see the transaction in your Transaction history, then this may be due to one of the following reasons:

  • You did not complete all steps when placing the order. In this case your order was never processed. You will need to place the order again.
  • Your credit card was declined. In this case you would get a message on the screen with explanation.

FAQ SupportThe transaction didn't go through, but my credit card was charged.

Most likely, what you see as a charge on your credit card is only an Authorization - an incomplete transaction that will disappear shortly. You should see this incomplete transaction as "Authorization", "Pending Debit" or something similar - it depends on the bank that you use.

Authorization is the first stage of every credit card transaction - making sure that you have enough funds available. After that the system proceeds with verifying your information. If the transaction doesn't go through for some reason, the authorization usually disappears in 24 hours to several days - again it depends on your bank.

help and SupportCalling Cards - Placing calls

FAQ SupportI got a message "This PIN is invalid".

If you get a similar message, please try the following:

  1. Check the PIN code again and make sure it is correct.
  2. Make sure you are dialing the correct Access number. The Toll free access number is printed on the calling card or in the email, next to the PIN. You can also check if there are Local access numbers in your area.
  3. Make sure your phone is switched to "Tone" mode, and not "Pulse". You should hear sounds with different frequencies when you dial instead of pulses. To switch from "Pulse" to "Tone", most phones have a lever on the side.
  4. Make sure you wait for the prompt "Please enter your PIN" before you start dialing. Also keep in mind that the system will wait for the PIN code for 20 seconds after the prompt. If you dial too slowly, your PIN will not be entered in full.

FAQ SupportI got a message

If you get a similar message, please try the following:

  1. Make sure you use the correct format for placing Long Distance calls:  For International calls dial  011 + Country code + City code + Phone Number + "#";  For calls within/to USA, Canada and the Caribbean dial 1 + Area code + Number + "#"
  2. Check your number and make sure you are dialing the correct Country and City codes.
  3. Make sure you wait for the prompt "Please dial the destination number" before you start dialing. Also keep in mind that the system will wait for the number 20 seconds after the prompt. If you dial too slowly, the destination phone number will not be entered in full.

FAQ SupportMy minutes decreased without placing calls.

There is usually a simple explanation for this. For example:

Check if you are calling the same destination. Keep in mind that the rate per minute differs by the country that you are calling and you would get a different number of minutes for the same balance. Also, calls to mobile phones are usually more expensive, which translates to smaller number of minutes.

Check if you are using the same access number. Usually calls through the Toll free number are at a slightly higher rate than through Local access numbers. This would mean a different number of minutes.

Check if your card has a Maintenance fee. This fee usually applies after the first call and then every few weeks. Charging the Maintenance fee decreases the balance of the card, which reduces the number of minutes.

Keep in mind that if you called from a public phone - for example from a payphone - your card will be charged a federally mandated payphone fee, currently $0.99. This in turn would decrease your minutes.

FAQ SupportI lost my PIN code and the instructions how to place calls.

If you deleted the email with your PIN by accident, you can always log in to your account and find your PIN in the "Purchase history" section. You can see the PIN by clicking on "details"

To get the instructions, after clicking on "details", click on "Send email". An email with the PIN and instructions will be sent to you.

FAQ SupportMy calling card was used by someone else. Will LDPOST restore the balance?

No. Long Distance Post is not responsible for lost or stolen PINs.

FAQ SupportI can't use my other LD POST's phone cards together with Peanuts Prepaid account

If you bought both Peanuts Prepaid and certain LD POST phone cards like Global PAPA, TeleTzar, Frugal Asia, Abla Con Mexico or Asia MAMA, you might have difficulties using these phone cards from the phone numbers registered for Peanuts Prepaid. This is happening because Peanuts Prepaid and some LD POST's calling cards share the same switching platform. Peanuts Prepaid takes a priority when you dial the access number, so instead of getting a prompt to dial a your phone card PIN, you are being told your Peanuts Prepaid balance. If your Peanuts Prepaid balance is zero, you will get a message " You do not have any credit" before even entering your phone card PIN, as it is Peanuts Prepaid balance being announced.

To fix the problem, please log on to your Peanuts Prepaid account, then go to Manage Account Settings menu and remove your phone number from the list of Peanuts's registered numbers. This will fix the problem.

To use Peanuts Prepaid account from your phone number you would need to enter your Peanuts account (PIN) like with a phone card.

You can always register your home number back into Peanuts when you no longer need to use phone cards from your phone.

help and SupportUsing Peanuts Prepaid long distance service

FAQ SupportI am calling from a number set up with the Peanuts service, but I am still asked to dial the PIN code.

First of all, make sure that your number is entered correctly in your Peanuts Prepaid account. Log in to your account, go to Peanuts Prepaid and then to "Manage service account". Here you should see all phone numbers listed with this service. Please note that the "Speed dial" section is for destination numbers only.

Make sure you are dialing a correct access number. You can use 800-530-8750 or one of the local access numbers

Also, make sure your caller ID is not blocked. To unblock it, you should either call your local company or dial *82 before the access number each time you call.

If you are calling from your work phone, check if your office uses a PBX system with several outside lines. You might be getting a different line when you place a call. You can experiment and call your cell phone to see what number shows on the caller ID. In any case, we recommend that you refrain from adding work phone numbers if other people might use the same line.

If none of the above helps, please call Customer Service at 617-489-5952

FAQ SupportI got a message 'Invalid destination number'.

If you get a similar message using the Peanuts Prepaid service, please try the following:

Make sure you use the correct format for placing Long Distance calls:  For International calls dial  011 + Country code + City code + Phone Number + "#";  For calls within/to USA, Canada and the Caribbean dial 1 + Area code + Number + "#"

Check your number and make sure you are dialing the correct Country and City code.

Make sure you wait for the prompt "Please dial the destination number" before you start dialing. Also keep in mind that the system will wait for the number 20 seconds after the prompt. If you dial too slowly, the destination phone number will not be entered in full.

FAQ SupportI do not get the balance anouncement when I place calls.

It is possible that you have turned the balance announcement off by accident.

To turn it on, please log in to your Peanuts Prepaid account online and go to the "Manage service account" section. The balance announcement is in the center, under the list of phone numbers in your account. Click on the "Turn on" link.

FAQ SupportMy account was used by someone else. Will LDPOST restore the balance?

No. Long Distance Post is not responsible for lost or stolen account information.

We recommend that you do not disclose your account information to anyone. If you have visitors and you want them to temporarily use your service, you can add (and then later remove) their cell phone numbers to your account, instead of giving them your PIN code.

Also, we recommend that you do not add your work phone number to your account if you are not the only person using this phone. Some of the calling cards share the same carrier with the Peanuts Prepaid service and if someone tries to use one of these cards he/she might end up using your account.

FAQ SupportI placed a call from my cell phone, using the Peanuts Prepaid service and I was later charged by my cell phone company.

This usually happens if instead pressing the "#" key, you press the "Talk" button after dialing the destination number. This causes most modern cell phones to open a second line and place the call to the dialed number directly. In this case you would see in your cell phone statement two calls - one short call to our access number and a second call to the destination number.

Unfortunately, we have no control over such cell phone feature.

In order to prevent this from happening, you can request from your cell phone provider to block all international calls dialed directly from your phone.

You can also start using our Speed dial feature. This way you will be dialing a two-digit code instead of the destination number and even if you press the "Talk" key by mistake, your cell phone will not be able to connect you directly.

FAQ SupportI can't use my other LD POST's phone cards together with Peanuts Prepaid account

If you  bought both Peanuts Prepaid and certain LD POST prepaid phone cards like Global PAPA, TeleTzar, Frugal Asia, Abla Con Mexico or Asia MAMA, you might have difficulties using these phone cards from the phone numbers registered for Peanuts Prepaid. This is happening because Peanuts Prepaid and some LD POST's calling cards share the same switching platform.  Peanuts Prepaid takes a priority when you dial the access number, so instead of getting a prompt to dial a your phone card PIN, you are being told your Peanuts Prepaid balance. If you Peanuts Prepaid balance is zero, you will get a message " You do not have any credit" before even entering your phone card PIN, as it is Peanuts Prepaid balance being announced.

To fix the problem, please log on to your Peanuts Prepaid account, then go to Manage Account Settings menu and remove your phone number from the list of Peanuts's registered numbers. This will fix the problem.

To use Peanuts Prepaid account from your phone number you would need to enter your Peanuts account (PIN) like with a phone card.

You can always register your home number back into Peanuts when you no longer need to use phone cards from your phone.

help and SupportHipTel Broadband Phone - Ordering and Installing

FAQ SupportHow do I order HipTel Broadband Phone?

Ordering HipTel Broadband Phone is a fast and easy process. The first step is to determine which plan is right for you. Choose between our Residential Basic Plan, Residential 500 Plan, Residential Unlimited Plan and Business Unlimited Plan.

After you have selected the appropriate plan click the order button and sign up for your HipTel account.

FAQ LDPOST SupportWhat if my question wasn't answered in this FAQ secttion?

Long Distance Post provides several ways for our customers to contact us. We encourage our customers to call us if you are unsure about anything. For the fastest response we recommend calling us at 1 (800) 640-2599 or live chat with us. You can also send an e-mail to our customer service.

For Canadian customers please note that our toll free 800 number only works from the United States. To contact us from Canada use one of the following numbers:

  • Calgary - 403-770-9450
  • Edmonton - 780-669-1073
  • London - 519-488-1844
  • Ottawa - 613-482-0966
  • Toronto - 416-628-7375
  • Vancouver - 604-448-3680
  • Victoria - 250-483-0380
  • Winnipeg - 204-480-8144

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