All calling related questions and answers

Why am I being asked for a PIN when I call?

If you're using an access number to make a call (instead of calling through the app), our system will ask you to identify yourself. This means you'll need to enter:

• Your registered phone number

• Your PIN code

This PIN is the same one used to log into your Rebtel account on the website.

Where can I find my PIN code when calling?

You only need a PIN when calling through an access number.
To retrieve your PIN:

1. Go to www.rebtel.com.

2. Log in using your account’s phone number.

3. Click “Forgot PIN?”

4. You’ll receive a new PIN by SMS to your registered number.

Still need help? You can:

• Type "need assistance" in the chatbot, or

• Email us at support@rebtel.com

New to Rebtel? Here's how to start calling

The easiest way to call is through the Rebtel app. Once installed:

1. Open the app and go to the Home screen.

2. Use the search bar at the top to find a contact,
   or tap the dial pad to manually enter a number.

3. Make sure numbers are saved in international format (e.g., +44, +91, +1).

Just bought a subscription but don’t know where to call?

No problem! After purchasing a subscription:

1. Return to the Home screen in the app.

2. Use the top search bar to find a contact,
   or select the dial pad to type in the number.

3. Confirm your contact is saved in international format.

Bought a Welcome Offer or Minutes and Ready to Start Calling?

If you purchased a Welcome Offer or Welcome Minutes, the steps to call are the same:

• Open the app and go to the Home screen.

• Use the search bar or dial pad to place your call.

• Again, make sure your numbers are in international format.

How can I check if my Welcome Minutes were added?

To confirm that your Welcome Minutes were applied:

1. Go to the Account tab in the Rebtel app.

2. Tap “Your Subscriptions”.

3. You’ll see your active offer and the available minutes.

Can Someone Call Me Back on My Rebtel Number?

Rebtel does not currently support incoming calls to your Rebtel number in most countries. If someone tries to call you, the call will go through their own provider as a regular international call, and you won’t receive it through Rebtel.

However, if you’re a Rebtel user in the United States, there’s a special option available:
You can set up an international number that allows your contacts in Nigeria to call you as if it were a local Nigerian call—making it easier and cheaper for them to reach you.

Want to know more about this feature? Just type “International Number” in the chatbot to get started.

My Call Connects, But the Sound Is Poor

If your call goes through, but the audio is unclear, delayed, or keeps cutting in and out, here are two things to check:

Check Your Internet Connection

Poor sound quality is often caused by a weak or unstable internet connection. Try switching to a different connection type (for example, from Wi-Fi to mobile data) to see if the issue improves.

Update the Rebtel App

If you’re using an older version of the app, it may not work well with our systems. Update the app to the latest version to avoid compatibility issues that could affect your call quality.

If none of these steps resolve the issue, please contact us. In many cases, poor call quality may be linked to specific destinations or local networks, and reporting the issue helps us look into it.

My Call Doesn’t Connect

If your call doesn’t connect at all, here’s how to troubleshoot the issue:

Check Your Connection Type

A poor internet or mobile network can prevent your call from connecting. Try switching between Wi-Fi, mobile data, or phone lines and test again.

Make Sure Your App Is Up to Date

An outdated version of the Rebtel app may no longer be compatible. Go to your device’s app store and install the latest version of the app.

Pay Attention to Any Error Messages

If you hear an error message, it may help explain the issue:

Low Credit Message

This could mean:

• You don’t have enough Rebtel credit or your free minutes have run out.

• You’re using phone lines, but your local operator balance is low (this message may come from your operator, not Rebtel).

• You're hearing a notice that your free minutes are used up and your paid balance will now be charged. If you wait for the message to finish, the call should go through.

Number Disconnected

This message comes from the operator of the person you’re calling. It could mean their phone is off, the number is incorrect, or they’re unavailable.

No Sound or Ring Tone

If there’s complete silence, wait about 10 seconds—some destinations take longer to connect, especially in areas with older telecom infrastructure.

If you're calling a country with modern infrastructure and still experiencing silence, please contact our support team.

How do I make a call using Rebtel on my computer?

Rebtel does not currently support making calls from a computer. To place calls, you’ll need to use the Rebtel mobile app on your smartphone. Download the app from the App Store (for iPhone) or Google Play Store (for Android), then log in with your phone number. Once the app is installed, you can start calling by using the dial pad or searching for a contact. Make sure you’re using the latest version of the app and that you have a stable internet connection, such as Wi-Fi or mobile data.

When Do My Rebtel Credits Expire?

Rebtel credits do not have a fixed expiration date. As long as your account remains active, your credit will stay available. To keep your account active, simply log in and use the Rebtel app periodically—whether it's making a call, sending a top-up, or checking your balance. If your account stays inactive for an extended period, Rebtel may close it due to inactivity, and remaining credit could be lost after a year. If you're unsure about the status of your credit or account, feel free to contact support at support@rebtel.com.

Why is it important to save contacts in international format?

Rebtel uses international dialing to connect your calls. To make sure your calls go through correctly, all contacts must be saved in international format, which means including the country code (for example, +44 for the UK or +1 for the US). If your contacts are not saved this way, the call may fail or connect to the wrong destination.

What if I already have a Rebtel account, but now use a new number?

If you’re using a new phone number, you don’t need to create a new Rebtel account. You can add your new number to your existing account by logging in at rebtel.com using your old number and PIN. Once logged in, go to your profile settings, add your new number, and delete the old one. This way, you keep your account, call history, and any remaining credit.

I haven’t Received My Credit — What Should I Do?

If you purchased credit but don’t see it in your balance, the first step is to check your receipt to confirm the purchase. You can also open the Rebtel app, go to the Account tab, and tap Account Activity. Then, select Transactions to see a detailed list of what was purchased and when.

If you bought a subscription instead of regular credit, it will not appear in your balance. To confirm a subscription purchase, go to Your Subscriptions in the Account tab. There you’ll see your active subscription, including the destination and remaining minutes.

How Can I Call Without the App?

If your phone doesn’t support the Rebtel app, you can still make international calls by setting up Shared Local Numbers using a web browser:

1. Log in at Rebtel's website using your registered phone number and PIN.

2. Navigate to Local Numbers (via your profile or the menu), then click Add Number.

3. Enter your contact’s name and number in international format, and Rebtel will provide a personalized local number.

4. Save that local number on your phone. When you dial it from your registered number, Rebtel connects your call internationally using local operator minutes.

What Is the General Access Number to Call from My Country?

Rebtel uses access numbers to connect your international calls in some countries, but these numbers are not publicly listed. If access numbers are available in your country, a support agent can provide one that's linked to your account. To request an access number, please contact our support team at support@rebtel.com and let us know the country you're calling from.

Can I Hide My Number When Calling India?

At the moment, it is not possible to hide your number when calling India. While the option to hide your caller ID may still appear in the Rebtel app, it no longer works for calls to or from India. This is not a technical error on Rebtel’s side—it's due to a local regulation in India that requires all international calls to display the caller’s number. Our call providers are required to show your number for the call to connect.

We are actively working with local operators in India to try to bring this feature back, but for now, we cannot provide a timeline.

If your call to India is not going through, we also recommend:

• Making sure your number is not hidden before placing the call.

• Confirming you have enough credit or an active subscription.

• Ensuring your app is updated, and your internet connection is stable.

Can I Hide My Number When Calling Another Country?

Rebtel is currently testing the "Hide Caller ID" feature, but it is not available in some countries due to local restrictions. If you are calling Cuba, Ghana, Cameroon, Ethiopia, Kenya, Mali, Nigeria, Turkcell Turkey, UAE, Saudi Arabia, Germany, or Italy, the option is disabled because local operators block anonymous calls or connect them with poor quality.

In Belgium, the UK, and Portugal, this feature has been permanently removed due to new local operator charges for hidden calls. We chose to disable the feature rather than increase our prices.

What If My Country Isn’t on the List?

If your country is not listed above, and hiding your number still isn’t working, it’s likely that the feature has been disabled temporarily for testing or compatibility reasons. Feel free to contact support@rebtel.com and let us know the country you're calling—we’ll be happy to check for you.

How can I have unlimited phone calls without hitting the limit of calling unique phone numbers?

Our subscriptions are designed for personal use and allow unlimited calls—but only within what's considered normal personal usage. If too many different phone numbers are called in a short time, the system may detect this as beyond typical use.

If you reach this limit, you'll still be able to call the numbers you've already contacted during your current subscription period, but you won’t be able to call new numbers until your plan renews.

To avoid this in the future, make sure the subscription is used only for personal, non-commercial purposes and not shared with others. For more details, check our Terms of Service.