FAQ - Rebtel

What is Rebtel?

Rebtel gives you a way to make international calls at low rates. We do this by getting your call away from your telephone network and onto the internet.

From there we can connect it to any phone in the world for you, for next to nothing.

So we give you local numbers for your international contacts, which you call as normal. You pay your phone operator for a local call, and pay us a small fee on top of this for the international part of the call.

This means that a Rebtel call is like any other international call - but cheaper!

Do I need to install anything on my phone to start using Rebtel?

No, you just need to create a local number for your friend and start calling.

How do I make a call?

Create a local number for your friend by following the instructions on www.rebtel.com. Dial the local number and wait for your friend to answer. Simple!

How much does it cost?

Discover our competitive rates at www.rebtel.com/en/Rates/

What's a Free Call?

Did you know that you can avoid paying any fees to Rebtel?

Call your friend on your local number. When your friend answers, ask them to hang up within 10 seconds, and call you back while you stay on the line. You'll be connected after you hear a short sound. The international part of the call will be free. It's sounds weird but it works.

Don’t forget that you and your friend also pay your operator for local calls. (If you and your friend both have inclusive minutes with your contracts, then these calls will be free.)

You and your friend must both live in one of the 51 Rebtel countries.

Click on the link to see if you're in a Rebtel country.

Does my friend and I have to be Rebtel users in order to make a Free Call?

No, It's enough if one of you are a Rebtel user in order for you to make a Free Call.

What should I do if my friend can't hang up to make a Free call?

Ask your friend to press the star button (*) on his/her phone and it should work without any problem.

Can I use the free call to phone anywhere in the world?

Unfortunately there are a few countries that the free call does not work for. Some destinations are too expensive even for us! Click here for a list of calling destinations not included in the offer.

Do I need to change my phone company or network provider?

No, Rebtel loves your operator and works with all network providers.

Can someone else use my Rebtel number to reach my friends?

Your Rebtel numbers are personal and cannot be shared.

Can I use Rebtel to call land lines?

Yes, Rebtel support calls from and to landlines as well as mobile phones.

Can I cancel my account?

You may cancel your account with us at any time, but please send us a note and tell us why you would like to cancel. We would like to help and understand how we can make Rebtel work better for you.

How does Rebtel work?

We create local numbers to call internationally.

Type in your friend’s international number and we'll create a local number for you to call your friend on.

How do I make a call using Rebtel?

Join Rebtel and create Rebtel numbers for your friends. Call the local Rebtel number that we provided you with. We'll then connect the call to your friend's international number.

Do I need a Rebtel account to make a call?

Only Rebtel members can create Rebtel numbers. However, if you have received a Rebtel number from a Rebtel member then you can use it to call them even if you haven't joined Rebtel.

How do I activate my numbers?

You can activate your number by calling one of your Rebtel contacts or the Rebtel operator that you can find to the left of your contact list.

Can I have more than one phone number registered on my Rebtel account?

Yes, you have possibility to add up to as many as five different phone numbers as registered to your account.

However, you'll need to choose a preferred number (ideally the phone you'll be using Rebtel from most frequently - probably your mobile) as all incoming Rebtel calls will be connected to this phone.

Can I use Rebtel when I travel?

Yes. However, you'll need to buy a SIM card in the country you're visiting, and set it up as your preferred number for the service to work as it is intended. Rebtel doesn't handle roaming costs.

All your Rebtel numbers will change to local numbers in the country you're visiting. (When you get home, simply change your preferred phone again and your numbers will change back to local numbers in your home country again.)

How can I change my preferred number?

Login to your Rebtel account, click on Settings, then click on Manage phones and follow the instructions.

Can I call my friend in a non Rebtel country?

Yes, you can make direct calls to your friends all over the world. Rebtel will charge a small per-minute fee for this, but it is still much cheaper than a normal international call.

How can I be sure that it’s a local number that I’m calling?

If we don’t provide local numbers in your city we recommend that you ask your network provider how much they’ll charge for the numbers you create to call your friends on.

All countries have different calling plans. Some countries charge their customer for long distance calls even though you’re calling a number that is within your own country.

Can I make emergency calls with Rebtel?

No, please call via your operator.

Can I use Rebtel to double dial?

Yes, call the Rebtel Operator and follow the instructions.

You can find the number for your Rebtel Operator at the left of your contact list.

Can I use Rebtel from my mobile phone or PDA?

Yes, you can use Rebtel from your mobile phone and from your PDA.

You can access Rebtel from your mobile or your PDA at mobile.rebtel.com.

How can I tell my friends about their Rebtel numbers?

When you create a Rebtel number for a friend, you can send it as a text message (SMS) or email. You can start using the number immediately.

Can I use my Prepaid/Pay as you go phone with Rebtel?

Yes you can, but take in mind that it’s often a higher cost when using those types of phones so we recommend that you ask your provider the cost for calling a Rebtel number.

My friend forgot their Rebtel number for me. Where can I find it?

Log in to your Rebtel account and click on your contacts name and then click on 'Find out How'.

Can i use Rebtel to call land lines?

Yes, you can use Rebtel to call to both land lines and mobile phones.

How do I add credit to my account?

Log in to your Rebtel account, click on 'Add credit' and follow the instructions.

What payment methods can I use?

Rebtel accepts payment with Visa, Visa Electron, MasterCard, American Express, Diners Club and Japanese Credit Bank credit cards. You can also use Pay Pal and Ukash.

Ukash is available in UK, Ireland, Spain, Portugal, Italy, France, Belgium, Netherlands, Germany, Austria, Sweden, Denmark, Norway, Finland, Estonia, Latvia, Poland, Czech Republic, Russia, Ukraine, Slovenia, Cyprus, Australia, Canada, Uruguay, China.

You can also use Maestro Solo and Maestro Switch from UK and Carté Bleu and Carté Blance from France.

How do I make a payment with Ukash?

Go to the closest recognized Ukash retailer and choose the amount that you would like to credit your Rebtel account with. Then, log in to your account, click "Add credit", go to the section "Got a voucher code or gift certificate?" and click "Redeem now".

The Ukash vouchers can be issued in GBP or EURO – this is automatically exchanged for USD.

Find your shop, or visit Ukash at http://www.ukash.com/

What is the maximum amount of credit I can add to my Rebtel account?

If you use Ukash you can add an unlimited amount of credit to your Rebtel account.

If you pay by credit card or PayPal the maximum amount is $150.

How much credit can I have in my Rebtel account?

You can have a maximum of $170 of credit on your Rebtel account.

If you use Ukash you can have an unlimited amount of credit on your Rebtel account.

I don't want to pay with a credit card - what should I do?

You can use Ukash or PayPal. However, we do not support PayPal’s automatic recharge service.

How many credit cards am I allowed to use on my Rebtel account?

You are allowed to have five different credit cards on your Rebtel account.

Can I use my credit card to pay the accounts of friends or family members?

Yes, a credit card can be used on two different accounts. You can also use Pay Pal or Ukash.

Can I get an invoice and/or a receipt for my payments?

Rebtel provides receipts in PDF format as soon as your payment has been accepted. The file may be printed and is a valid receipt.

Your receipt is sent to the email address you registered with your account.

I used Pay Pal but there is still no credit on my account, what’s wrong?

If you have used Pay pal’s e-check service it usually takes three to four business days before the transaction is cleared but it can take up to ten business days.

How can I receive a refund from Rebtel?

In order to receive a refund, you must send a written request from the registered e-mail address associated with your account to customerteam@rebtel.com.

How can I know if I am eligible for a refund?

We can refund payments made within 90 days of the transaction via PayPal only. We can only refund the remaining balance on the account, used funds will not be returned. Refunds cannot be given for service paid or credited acquired through vouchers, gift tokens or similar.

What is foreign transaction fee?

Every time you get charged for a few additional cents on your payments, it's caused by your bank. Most likely it´s a transaction fee, called a Foreign Transaction Fee, that they charge you. Rebtel is located in Luxembourg and Sweden, so payments to us can be considered Foreign Transactions.

How do I know how much I've been charged for a call?

If you are a Rebtel member you can always check your account history. This is updated immediately after you make your call.

My friend called me and I got charged, why?

If your friend isn’t a Rebtel user and call you, you’ll get charged a per-minute rate for the call from their country to your country.

If your friend is a Rebtel user and initiates the call they will be charged for the call.

Is it safe to make a payment with Rebtel?

Yes, Rebtel is a reliable company. All transactions are encrypted using SSL technology.

How will Rebtel use my contact details?

We do everything we can to protect your personal information. You can learn more in our Terms of service.

How much credit can i have on my Rebtel account during the first month?

You can have a maximum amount of $34 during your first month with Rebtel.

Why do I see 'Payment failed' when I try to credit my account?

The three most common reasons are:

The connection to your card provider is not available.
Your credit card has expired.
Your card provider does not accept your payment request.

If none of these reasons apply please try again - there may have been a problem with your internet connection.

How does Rebtel charge?

Rebtel charges you per minute. All calls are rounded up to the nearest minute.

The Rebtel bills are in US dollars. Do you have the rates in other currencies?

You are able to choose from 16 different currencies.

Click on the link below and select the currency you would like to see the rates in.

Check out our low Rates

Does Rebtel store my credit card details?

Your payment details are being saved securely to simplify future Rebtel payments.

You have the possibility to delete the credit card by logging in to your Rebtel account, click on Settings, then click on Update payment settings and follow the instructions.

What is Auto top-up?

Rebtel Auto top-up credits your Rebtel account automatically after it falls below a certain threshold. You can request this on the 'Payment details' page, which you can find under 'Settings'.

Your account will then be automatically topped up once your limit is lower than $1 USD. Rebtel will automatically top up your account to the amount that you choose. We also cover your account for an additional $9.99 if your credit runs out while on a call, allowing you to keep talking even when your balance runs below $1.

Your credit card will be debited as it would be when making a manual purchase. Once you've enabled the Auto top-up facility, there's no need to approve each Auto top-up.

Can I disable the Auto top-up option?

Yes, log in to your Rebtel account and click on 'Settings'. Then click 'payment details' and follow the instructions.

Can I change the Auto top-up amount?

Yes. Log in to your Rebtel account and go to 'Update payment details'. You can automatically top up your account with either $10, $25 or $50.

Why am I being charged for Lux VAT?

As an EU-based company, Rebtel is required by law to charge VAT on all payments made by EU residents. This means that you will be charged an additional 15% on your payment, so, for a $10 payment, you will be charged a total of $11.50 USD.

Rebtel Access Numbers: Click here to get to Rebtel's Access numbers

Where can i find the number for the Rebtel Operator?

You can find the number to the Rebtel Operator to the left of your contact list when you login to your Rebtel account.

How do I add a contact from my phone?

Call the Rebtel Operator in your country/city. Press 1 and type in the number of your friend and follow the instructions.

How do I add credit from my phone?

You will need to register a credit card on your Rebtel account before you can use this feature. Call the Rebtel Operator and enter an amount and confirm it using your PIN number.

You can also use Ukash to add credit from your phone.

Is it possible to check my account balance by calling the Rebtel Operator?

Yes, call the Rebtel Operator and press 3 to check your account balance.

How do I change my Primary number through the Rebtel Operator?

Call the Rebtel Operator from the number you want to select as your Preferred. Press 4 when you get to the main menu and follow the instructions.

Can I request a new PIN number by calling the Rebtel Operator?

Yes, call the Rebtel Operator and press 5 when you get to the main menu. Enter your new PIN number twice to confirm it.

Which languages does the Rebtel Operator support?

The Rebtel Operator support English, Spanish, French and Polish.

What’s Computer Calls?: Computer Calls is a new service from Rebtel currently in Beta. With Computer Calls you’re able to call your Rebtel contacts from anywhere in the world using your regular Skype client.
Why should I use Computer Calls?: You can make Rebtel calls from anywhere in the world where you have an Internet connection. Also, as the calls are connected by Rebtel, you don’t have to pay any SkypeOut connection fees.
How do I activate Computer Calls for my account?: Go to Settings, click on “Manage Computer Call Settings”, enter your Skype Name and click “Done”.
Can I use Rebtel from a non-Rebtel country via Skype?: To create a Rebtel account you need a phone number in a Rebtel country. Once you have an account, you can make Computer Calls from any country in the world.
How do I make a Computer Call?: Make sure that you have Skype installed on your computer. Click on the Rebtel number of the contact you want to call, click “Call from your computer” then and follow the instructions.
How do I create a Rebtel number for a Skype contact?: Click on “Add contact”, select Skype in the drop-down list and enter your friends Skype Name. A Rebtel number will be created when you click on “Add contact”.
How much does it cost to call from my computer to a mobile or landline?: You pay the same small per-minute rate to Rebtel, except that you don’t need to pay anything to your carrier. You also avoid the connection fees associated with SkypeOut calls.
How much does it cost to call from a mobile or landline to a Skype Name?: You pay the cost of a local call to your carrier. The international part of the call is free of cost.
How much does it cost to call from my computer to another computer?: Calling from another computer to another computer is free of cost.
Can I make free calls from my computer to a landline or mobile?: Yes. Follow the same procedure as if you would place a free call from your landline or mobile phone.
How do I unregister my Skype Name from my Rebtel account?: Go to Settings, click “Manage computer call settings” and simply delete your Skype Name and click “Done”.
Are there any Skype connection fees charged for making Computer Calls?: No. Skype doesn’t charge you anything for making Computer Calls with Rebtel.

Do I need to join Rebtel?

If you wish to continue using Rebtel after the free trial, you'll need to register.

The sign-up process takes less than five minutes and is very easy. After you've registered you can start creating local Rebtel numbers to call your friends on.

Where can I join Rebtel?

You can join Rebtel online at www.rebtel.com or from your mobile phone.

How do I verify my number?

You can verify your number by clicking on Settings, then click Manage phones and follow the instructions.

You can also verify your number by calling one of your local Rebtel numbers. The number will be verified as soon as your friend answer the phone.

How can I join Rebtel from my mobile phone?

Type in the name and number of your friend and send it to +44-77-9780-0900. People located in Sweden can use the number +46-730-120-526 to join Rebtel from their mobile.

You will receive a Rebtel number to call your friend on. You can use it from your registered phone immediately.

We will confirm your membership by sending an SMS, including the Rebtel number to call your friend on.

We will send two SMS after you have made your first call. One, with your PIN number to your Rebtel account, and one with the number for the Rebtel Operator in your country.

Why do you need my e-mail address?

We need your email address when you send in a request for a new PIN number, and so we can send you receipts when you make a payment.

I forgot my PIN number, what can I do?

Click on the link and send in a request for a new PIN number.

You can choose to send it to your registered email address, or to your mobile phone as an SMS.

When I try to log in I get the message “Login failed” - why is this?

Please make sure that you are using the correct phone number and PIN number.

Be sure to include the country code i.e. USA: +1 xxx xxx xxxx, UK: +44 xxxxxxxx when you enter your phone number.

If you're still having problems logging in, please send us a note and we will help you.

I couldn’t log in with my new PIN - why?

If you tried to log in five times or more with the wrong PIN, you'll need to wait an hour after your last attempt before you can log in to your Rebtel account again with your new PIN number.

If this doesn’t work, send us a note and we will help you.

I requested a new PIN, but haven't received a reply yet - what's up?

Your mail server may have considered the mail to be spam, so please check your spam/junk folder.

Make sure the email address you registered with us is the same as the one you expect us to send the new PIN number to.

How do I add a contact?

Click on the Add contact button. Enter your friend's name and number. Then click on Add contact to create a local number for your friend.

How do I delete a contact?

1. Click on your contact's name
2. Then click on Edit
3. Then click on the Delete button

You can restore your contact by clicking on the Undo button if you change your mind.

How do I add/remove a name from my favorites list?

Click on the Star icon to add or remove a name from your favorites list.

What is the Disconnect button for?

You can temporarily free up a local number by clicking on the Disconnect button if you have reached the maximum number of contacts to add to your Rebtel account.

Can I assign more than one number to the same contact?

Yes, you can store as many different numbers as you want for each of your friends.

How do I change my log in PIN number?

Log in to your account, click on Settings, then click General settings, and then click Change log in PIN number and follow the instructions.

How do I add another phone to my account?

Log in to your account, click on Settings, then click on Manage phones and follow the instructions.

What is a collect call?

A collect call is when one of your friends who isn't a Rebtel user calls you. You will pay the Rebtel rate from their country to your country.

Where can I opt out from receiving emails and SMS?

Click on the Notifications button and follow the instructions.

What is my Preferred number?

If your friend has several numbers under the same account, you will be connected to the one they set as their Preferred number. We used to call this the 'Primary number'.

However, if you want to be sure you can reach your friend on a specific phone, then you can always create different local numbers for each of your friend's phones.

How can I tell friends about Rebtel?

Log in to your account and click on the Tell friends button. From there you can import contacts from Outlook, Linkedin, Yahoo, G-mail, Windows Live, AOL mail and from your own Rebtel contacts list.

Or you can simply type in a few email addresses. It's up to you.

What is the follow up button?

The follow up button allows you to manage the invites you have already sent.

You can see if any of the friends you invited have signed up by clicking on "Check status" and if they haven't, you can send them reminder emails.

Users are considered to be referred by you only if they signed up for Rebtel after clicking the link in your invite email.

What is the Visibility button?

This allows you to choose who you allow to see your contacts list.

What does Directory mean?

If you're included in the Directory, other Rebtel users can search for your name and connect a local number to call you on.

What does the Private visibility button mean?

Clicking on Private visibility means that no-one can see your contacts.

What does Shared visibility mean?

Clicking on Shared visibility means that your contacts can only be viewed by people in your contacts list.

What does Public visibility mean?

Clicking on Shared visibility means that anyone can see your contacts list.

What’s the Rebtel iPhone app?: The Rebtel app allows you to bring the Rebtel service with you wherever you go. It gives you instant access to all the Rebtel features that you can find on our website straight from your iPhone. Features include international calling for the usual Rebtel rates, contact management, payment processing, the ability to make seamless Double Dial calls and full access to your account history.
Where can I download the Rebtel iPhone app?: The app is available for download from the iTunes App Store
How much does the app cost?: The App is completely free of cost.
What firmware version do I need to run on my iPhone to use the app?: The App requires that your iPhone is running iPhone OS 2.1 or later.
Does the Rebtel iPhone app work on my iPod Touch?: As of right now, the App is only compatible with the iPhone.
How does the Rebtel app work?: The Rebtel app assigns your friends local numbers that you can reach them on instead of their usual international numbers that cost you a small fortune to call. The local numbers instantly connect you to your friends and, instead of your regular international rate, you only pay a fraction of the cost. Once you have added local Rebtel numbers to your friends, you can access them all form your regular Rebtel iPhone address book without having to open the Rebtel app. Also, keep in mind that you also pay the cost of a regular local call to your carrier.
How much does it cost to call?: It depends where you want to call. To find out how much it costs to call with Rebtel and our App, please see our rates.
How do I add credit?: Open the app on your iPhone, tap on the Account tab in the bottom of the screen, tap on add credit (the new window will open in your Mobile Safari browser) and then enter your credit card information. All transactions are encrypted and securely handled.
How do I assign a Rebtel number to one of my existing contacts?: Tap on the Contacts tab in the bottom of the screen, tap on the “+” in the top right corner and then browse your regular iPhone address book and pick the international number of a friend you wish to call.
How do I create a new contact to call with the Rebtel app?: Tap on the Keypad tab to add a contact that is not currently in your iPhone address book. Enter the number your wish to call and then tap on the Add Contact button. A local number will be instantly generated and you can choose if you want to add the number to an existing contact in your iPhone address book or create a new entry.
How do I make a Double Dial call?: Tap on the Keypad tab, enter the international number you wish to call and tap on “Call with Rebtel”. The app will instantly generate a local number for you to call instead of your friend’s usual international number.
Can I send SMS messages from the Rebtel app?: In the current version of the App we do not have any SMS functionality.
Why does the App crash/freeze when I import my contacts from the Rebtel server?: This problem appears when users have ActiveSync turned on (including Google Sync). The Rebtel app uses custom phone number labels when importing contacts from the Rebtel server, and this is not supported by ActiveSync. For a complete experience, please turn off ActiveSync for contacts and synchronize your address book through iTunes instead.
How do I log out from my account in the Rebtel app?: In the current version of the app, you’re not able to log out. If you, for some reason, are forced to log out, please delete the app from your iPhone, download it again and login with your other account.
How do I add a new preferred phone number to my account?: To add a new number simply tap on the Account tab, tap on “Phones” and then add the new number. Be sure to tap on the new number once it’s saved in order to verify it and make it your preferred option.
Why are my iPhone contacts in my address book not updated when I import my numbers from the Rebtel server?: We don’t want to tamper with your iPhone address book more than necessary. The import function simply adds Rebtel numbers to your existing contacts, or it creates new entries when needed. It doesn’t alter any other contact information.

Where can I get the Rebtel Android app?

Search for “Rebtel” on Android Market.

How does the Rebtel Android App work?

The Rebtel App will recognize when you are dialing an international number on your Android’s native phone dialer or address book and turn it automatically into a Rebtel call for you.

What can I do from within the App?

Log in to your current Rebtel account or Sign up for a new one
Add credit
See your Rebtel Call history
Manage your account settings (Change PIN, Incoming/Outgoing call settings
Check Rebtel rates
Invite your friends to join through our Tell a Friend reward program
Send SMS

How much does it cost to call?

You will see the cost per minute in USD for the specific number entered after pressing "Call".

How do I make a call?

Dial an international number (with prefix 00 or +) on your Android or choose a contact with an international number from your Android address book and press "Call" as usual. This is where the Rebtel app kicks in and asks if you want to call with Rebtel and displays the Rebtel rate. You can tell the App to not ask you again when you dial that same number.

Why are my calls not routed through Rebtel even if I have the application installed?

Your calls may not be redirected through Rebtel if:

1. The enable/disable switch is turned off. Please make sure the switch is turned on.

2. You’ve disabled Rebtel for this contact. Please reset all individual settings.

3. You are calling with an HTC Hero phone. There is a known error with HTC Hero phones preventing the Rebtel application from working as expected. We will not be able to redirect your outgoing calls through Rebtel automatically. There is currently no workaround for this bug. We’re really sorry for any inconvenience caused!

What is WebSMS?

You can send SMS mobile text messages from www.rebtel.com or our iPhone app to your Rebtel contacts and any other mobile phone.We cannot yet deliver SMS to the US, Canada and a few other destinations. Complete WebSMS pending list

How do I send an SMS?

Click on the WebSMS link located on the top of the Rebtel page. You can also click on the Rebtel number, then click on Send WebSMS and follow the instructions.

Can my friends reply to my WebSMS messages?

Yes. They can either reply directly by using the regular SMS feature on their phone or by clicking on the Reply-link included in the SMS message they receive.

Also, make sure you have a mobile phone number selected as your preferred SMS number in your settings.

What does the Reply-link do and what is a Collect SMS?

If you want to you can include a Reply-link in the message you send to your friend to allow them to send a Collect SMS reply. When your friend clicks on the link, he will be taken to a mobile webpage where he can compose his message. As it’s a Collect SMS, you will cover the cost for the SMS.

Can I send an SMS to more than one number at the same time?

Yes, you can. Just type the name of another Rebtel contact or enter any other number of choice.

Why can’t Rebtel deliver SMS to the US?

Currently, Rebtel has no SMS provider that can send SMS to the US but we’re working hard to get one as soon as possible.

How many WebSMS can I send per day?

You can send up to 30 WebSMS per day.

Is it possible to send SMS to Rebtel numbers?

It’s only possible to send WebSMS messages from the website and the Rebtel iPhone app.

Why can’t I send WebSMS messages directly from my phone?

Rebtel numbers are all landline numbers - mobile networks won't always send SMS messages to landlines, only other mobiles. If you have an iPhone you can send SMS messages by using our Rebtel iPhone app.

What is the cost of a WebSMS?

As you type, you’ll see the number of SMS messages that will be sent to each recipient, and the total cost for sending them to the right of the Message-box.

How do I know if an SMS has been delivered?

After you’ve sent your message, you will be taken to a confirmation page. On that page you’ll see if the message was sent and to who.

What does the status ‘Queued due to low credit’ on the confirmation page mean?

If, for example, you send a message to four different people, but only have enough money in your account to pay for two of them, the unsent messages will be delivered to your friends when you add credit to your account.