Frequently Asked Questions
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| What is a Member Account? |
Member Account is a profile of information about each member's account that is stored on our secure servers. It can only be accessed by entering the member's user name and password. Setting up a Member Account makes it easy to place orders because it eliminates the need to retype the shipping, payment and account information each time the member places an order. Having a Member Account also enables the member to check the status of any order placed with LeanCard.com.
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| What does 1+3 minute rounding mean? |
1+3 minute rounding means that if you make a phone call for less than a minute, you will be charged for a full minute. If your call is longer than a minute you are charged in three-minute increments. Therefore, if you make a call that is two minutes long, you would be charged for four minutes.
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| Is LeanCard.Com website secure? |
Yes. LeanCard.Com website takes security very seriously. All of our member’s personal information is stored safely behind our firewall. All online transactions are handled with the highest level of security. We incorporate Microsoft SSL (Security Socket Layer) into our website and employ the latest encryption technology to prevent our members information from being intercepted.
To make sure you have the latest security features on your browser, please download and install the latest version of Microsoft Internet Explorer or Netscape Communicator.
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| Total minutes in the card is different than you expected ? |
- You are calling a cellular phone.
- A rate update by the phone card company (they do have right to update their rate table without notice).
- The number you dialed is recognized as another region (for example, suburb of Moscow may not be recognized as Moscow city, which enjoys much cheaper rate), or a cellular phone (some area codes may be mistakenly recognized as cell phones).
Solution: If you continue the phone call, we will consider that you accept the new rate. There is not much what we can do if your card has been used this way. If the new rate is too high for you, please stop the phone call and contact us about it.
Inaccurate billing or missing minutes - most common problem with prepaid phone cards. Please consider the following factors
- If the phone card is 3 mins rounded, the card will be deducted by 3 mins intervals. You may potentially lose up to 3 mins on the card this way.
- System error by the phone card company. We ran a stringent testing process on our phone cards before we put them up for sale. If a phone card doesn't have accurate billing, it will usually fail at this step. If your phone card is over deducted, please let us know because the quality for certain phone cards do deteriorate. We can drop a phone card at any time if its billing become inaccurate.
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| How does LeanCard.com protect customer information? |
| When you place orders or access your account information, we offer the use of a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, all of the customer data we collect is protected against unauthorized access.
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| This phone card used to work great for me. Why its quality is not as good as before ? |
This is a common issue with prepaid phone cards: quality is usually good at the beginning when there aren’t that many people using the phone card. Then the quality drops when the customer base grows bigger and bigger. We don't think this is good business practice, but as a retailer, we don't have any control over such issues. What we can do is constantly searching for better phone cards for our customers, and monitoring the quality closely so that we can remove a card quickly if the quality is not good anymore. |
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| I ordered a wrong card, can I exchange it? |
If you found that you ordered a wrong card, please don't use it. It will be difficult for us to exchange your card if you have started to use it. Please contact us by email or make a call to our customer service number with your order number, PIN number, and the phone card you intended to order. We will send the exchange PIN number. |
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| I misplaced or lost my PIN. Can I get it resent to me? |
Yes, we keep record for all the orders within the last 6 months. Please contact us by email or make a call to our customer service number with your order number, the email you used to place the order, the date that you placed the order, or any information that may help us to identify your order. |
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| How do you deliver the phone cards that you sell ? |
We deliver the card online or by phone. Meaning that you will not get the physical phone cards in your mail. All you need to use a phone card is a TOLL FREE/Local Access Number and Personal Identification Number (PIN) for the card. We deliver all these information INSTANTLY from us via email or through phone. |
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| My phone card says Invalid after entering the PIN given. What do I do ? |
Calling card manufacturers usually change access numbers when they change carriers. The result is that they have some batch of cards with the old access number and some new batch with the new access numbers. Sometimes even up to 3 access numbers. Thus, causing PINs to be invalid when using a wrong different access number. Please make sure to try ALL the access numbers that were given to you before contacting us. Most of the time, "Invalid PIN problem" is caused by using a wrong access number. However, if you tried all the access numbers and still not working, please do not hesitate to contact us right away. |
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| Didn't get a good connection, but balance on the phone card have deducted ? |
| At LeanCard.com, we are committed to provide you the best customer service.
As a retailer, we don't have control over the physical phone system so we can't access your calling log and we can't put credit back to your card directly without contacting the phone card company. For faster problem solving, we suggest you to contact the phone card company. Their customer service numbers can be found either in our phone card web page or the calling instruction we sent you via email |
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| Voice quality too bad ? |
Please check each card for it’s rating on voice quality before you place the order. Please contact us if you encounter such a problem |
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| Access number not available ? |
The phone card issuing company may be doing a system upgrade, or experiencing temporary downtime. If this problem persists, please contact us. We can exchange another card for you if you need to make the phone call in urgency. |
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| Always get a busy signal, can't get connected ? |
Certain card(s) for Asian countries tend to have such problems during evening or weekend hours. Please check each card for its rating on connection. Please try it at a different time, or contact us about the problem. |
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| New Customer: Pending Order…. ? |
For security purposes, a LeanCard.com representative must approve your first order. Shortly after placing your first order, you will receive an email from LeanCard.com informing you of your pending order. All you have to do then is to call us toll free at (800) 664-8848 from your phone number on file. LeanCard.com representative will then approve your order. In some cases LeanCard.com customer service might contact you first to verify the validity of your order information. Once your first order is approved, all following prepaid phone card orders are delivered to you automatically without any delay. |
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