Frequently Asked Questions

The Simple, Reliable and Affordable way to stay connected. Your WanTok Mobile number gives you Calls, Chat and SMS, plus cheap international Calls and SMS – to help you stay connected with your loved ones – home or abroad!

  • HOW IT WORKS
  • REQUIREMENTS
  • ACCOUNT
  • CALLING
  • MESSAGING
  • BILLING & CREDIT
  • INTERNATIONAL NUMBERS
  • DOWNLOADS
HOW IT WORKS

What is WanTok Mobile?

WanTok Mobile allows you to stay connected with friends and family across the Pacific and around the globe. You need a Wi-Fi or mobile data connection in order to use WanTok Mobile.

Why should I use WanTok Mobile?

To stay connected. You can save on Calls, Chat and SMS across the Pacific, to Australia, New Zealand and globally.

Do I need internet to use WanTok Mobile?

Yes. WanTok Mobile requires a Wi-Fi or mobile data connection to validate user details and to make and receive calls and send and receive SMS and chat messages.

Can I make calls without internet access?

No. All calls are reliant on the internet. We also require internet access to validate your user details. Incoming calls and messages to your WanTok Mobile app are routed over the internet.

Can I receive calls with WanTok Mobile?

Yes. You can receive calls on your WanTok Mobile app on any device. All inbound calls are routed from the caller over the internet to the WanTok Mobile app, so you must have internet access to receive calls. You can set up voicemail for when you are not online or unavailable.

I cannot receive any calls or chat messages

You may need to turn on notifications on your device. Simply go to your Settings, select Notifications and make sure your WanTok Mobile APP notifications are ‘Enabled’ i.e. turned on.

How much does it cost?

The app is free to download from the Play Store or App Store. You can Call, Chat and SMS WanTok Mobile users. You can view ALL Rates in the APP (select the information icon – top left in APP and then select Global rates) and or on-line @ www.wantokmobile.com.

Are there connection fees?

Calls are charged in 60 second blocks. You must have and mobile data connection and or Wi-Fi in order to use the WanTok Mobile APP.

How secure is my communication?

App-to-app calls are fully encrypted thereby safeguarding your personal information.

How can I call?

Invite your friends and you can call them from your WanTok Mobile app. When your contact joins you will receive a notification and they are in your Contacts list. You can call and chat any contact that is in your WanTok Mobile contacts.

REQUIREMENTS

Which devices can I use?

WanTok Mobile works on Android (4.0 and above) and iOS (8 and above) devices.

Can I use WanTok Mobile on my iPad or tablet?

Yes, you can turn your iPad or tablet into a fully functioning phone with WanTok Mobile. Stay connected to friends and family with calls and messages on your iPad or tablet.

Why does WanTok Mobile require my mobile phone number?

WanTok Mobile uses your existing mobile phone number (e.g. Digicel. Vodafone and or TCC (U-Call)) to validate your account and to send you an activation code. When you call or SMS from your number it will display as the caller ID.

I didn’t receive a validation SMS

Please contact our support team at info@WanTokmobile.com. Include your mobile phone number.

Why do I need to turn on notifications?

WanTok Mobile uses notifications to deliver WanTok Mobile calls and messages. The app will not function correctly if you have notifications disabled. Simply go to your Settings, select Notifications and make sure your WanTok Mobile APP notifications are ‘Enabled’ i.e. turned on.

Will WanTok Mobile replace my SIM card?

WanTok Mobile is not a replacement for your existing mobile phone e.g. Digicel. You need a SIM number to validate and set up your account and to use all of its features.

Should I use Wi-Fi or mobile data (3G/4G)?

An internet connection is required to use the WanTok Mobile app. We recommend using WanTok Mobile with Wi-Fi. If you are using WanTok Mobile to make and receive calls over mobile data you may be charged by your mobile operator for data usage. Please check with your mobile operator.

Can I use WanTok Mobile when I am roaming abroad?

Yes, if you are in Australia, New Zealand or further afield you can avoid roaming fees by making and receiving calls and sending and receiving messages with the WanTok Mobile app. We recommend you use Wi-Fi when abroad as your operator will charge you for data usage.

What do I need to use WanTok Mobile?

You need an Android or Apple (iOS) device connected to the internet to use the WanTok Mobile app.


I can’t log in to the app

Enter your mobile phone number and you will be sent a validation code by SMS. If you do not receive this or have any other issues please email info@WanTokmobile.com or use the Contact Form on our website.

How do I get a validation code?

1: Ensure your device is connected to the internet

2: Open the WanTok Mobile app

3: Enter your mobile phone number in the field provided

4: Confirm your mobile phone number

5: Didn’t receive your code? Try using the call option

6: Contact info@WanTokmobile.com

ACCOUNT

I already have created a WanTok Mobile account, why do I need to validate again?

For your security we may ask you to validate your account from time to time, if you reinstall the app, install on another device, access your account on our website or after an app update.

Where can I view additional information on my WanTok Mobile account?

Sign into your account to see your full account details and history

Where can I get my WanTok Mobile password?

To login to your account dashboard for the first time you will need to create a password. You can create your password at at the login page.

CALLING

How do I make a call with WanTok Mobile?

Open the app and select a contact or key in the number in the dial pad.

Do I have my own number where people can call me?

Yes. You can use your main mobile number through the WanTok Mobile app, or easily set up multiple additional mobile numbers that your contacts can call or message you on. International numbers are available from Canada, UK, USA, Tonga and Vanuatu with Australia coming soon! In the WanTok Mobile APP, click on the + symbol (bottom of home screen) – choose your profile name, select your Country and duration (1 month @ US$4.99; 3 months @ US$6.99 and 12 months @ US$14.99).

I cannot make a call

There are a variety of reasons you may not be able to make a WanTok Mobile call:

1: Are you connected to the internet? WanTok Mobile requires an internet connection. Please ensure your device is connected via Wi-Fi or mobile data.

2: You have no free contacts – invite your contacts to WanTok Mobile so you can call and message them for free.

3: You have no credit – top up in APP, on line and in store.

4: You are not dialling correctly – all calls should be dialled in international format.

5: You are dialling a special service, premium rate, satellite or IP numbers. WanTok Mobile will not connect these calls.

I cannot receive a call

To receive calls your contacts need to call one of your WanTok Mobile numbers.

The person I am calling cannot hear me or I cannot hear them

You may need to allow WanTok Mobile to use your microphone. Check your general phone settings.

Can I call emergency numbers?

YES. Calls to emergency numbers are allowed. WanTok Mobile is fully inter-connected with Digicel, Vodafone and TCC.

Can I call non-geographic numbers with WanTok Mobile?

Premium numbers are blocked although some non-geographic numbers can be called.

Can I use WanTok Mobile instead of my SIM card?

WanTok Mobile is an over the top service. You must have a mobile phone number from a recognised mobile provider in order to validate your account by SMS. You can then use your WanTok Mobile account on tablets without the need for a SIM.

How can I make an international call?

With WanTok Mobile all calls, including local calls, should be dialled with an international prefix. To dial an international number you need to:

1: Dial 00 or the symbol “+” to get the international service, then the international code

2: Identify the international dialling code for the destination you are calling. 61 for Australia, 64 for New Zealand, 44 for the UK etc

3: Dial the number you wish to call, usually without the first zero

MESSAGING

Who can I message for free?

You can send free text and photo messages to any other WanTok Mobile user. Your free Contacts are clearly displayed in your app. You can invite your contacts to WanTok Mobile from the app.

Why should I send an SMS from WanTok Mobile?

WanTok Mobile SMS are cheaper than regular SMS, especially for international texts. You can send WanTok Mobile SMS to any type of phone, anywhere in the world. You can also send and receive SMS from your additional WanTok Mobile numbers.

I cannot send any messages

There are a variety of reasons you may not be able to send a WanTok Mobile message:

1: Are you connected to the internet? WanTok Mobile requires an internet connection. Please ensure your device is connected via Wi-Fi or mobile data

2: You have no free contacts – invite your contacts to WanTok Mobile so you can message them for free

3: You have no credit – SMS to non-WanTok Mobile users are chargeable so you need to buy WanTok Mobile credit. You can buy credit in the app or on our website

My SMS has not been delivered

1: Ensure the recipient number is correct and in international format

2: Ensure you are connected to the internet

BILLING & CREDIT

How much does WanTok Mobile cost?

The app is free to download from the Google Play and Apple stores. You can Call, Chat and SMS WanTok Mobile users – anywhere in the world.

You can view ALL Rates in the APP (select the information icon – top left in APP and then select Global rates) and or on-line @ www.wantokmobile.com


How are calls charged?

Calls are charged in 60 second intervals, so calling for 5 minutes and 1 second is charged the same as 5 minutes and 59 seconds.

Where can I view WanTok Mobile call rates?

ALL our low call rates are available on the rates page on our website and in the app.

Will my mobile operator charge me for using WanTok Mobile?

Calls over Wi-Fi will not be charged. Your operator may charge you for mobile data. Please check your mobile operator contract.

Why have I been charged for multiple SMS?

The standard SMS length is 160 characters, if you exceed this you may be charged for multiple messages. Sometimes special characters, international languages, accents or emoticons can count as several characters, or split your message into more than one part.

How can I buy credit?

Calling credit or Top Up Credit is available to purchase using your Credit or Debit card through your app or on our website, where you will always get the best deals – see www.WanTokmobile.com and click on the Login button (top right).

In addition, you can purchase ‘top up’ credit through the local Chinese stores in Tonga and Vanuatu using our Electronic Voucher System.

INTERNATIONAL NUMBERS

What is a WanTok Mobile number?

A WanTok Mobile is a mobile phone number available to all subscribers. International numbers are available from Canada, UK, USA, Tonga and Vanuatu with Australia coming soon! In the WanTok Mobile APP, click on the + symbol (bottom of home screen) – choose your profile name, select your Country and duration (1 month @ US$4.99; 3 months @ US$6.99 and 12 months @ US$14.99).

What can I do with additional International Mobile number available in the app?

International Mobile numbers are real mobile phone numbers where the calls/chat/SMS are received by the WanTok Mobile app over Wi-Fi or mobile data. They allow you to connect with people or share your number while keeping your personal number private and to be ‘in country’ when using the number – for example with a USA number from WanTok Mobile you will look like you are calling from the USA no matter where you are in the world. The most popular International mobile phone number are from Tonga, Vanuatu, USA, UK and Canada, with Australia coming soon!

How do I get an International Mobile number?

International Mobile numbers are available from your app home screen by clicking on the + symbol – (bottom of home screen) – choose your profile name, select your Country and duration (1 month @ US$4.99; 3 months @ US$6.99 and 12 months @ US$14.99).

Can I make and receive calls on my International Mobile numbers?

You can make low cost calls to any phone, anywhere in the world from your WanTok Mobile numbers and receive calls once you share your number with your contacts.

Can I use International Mobile numbers on an iPad or Android tablet?

Yes, you can turn your iPad or Android Tablet into a fully functioning phone with WanTok Mobile numbers.

What happens to my International Mobile number if it expires?

Your WanTok Mobile number will be removed once your subscription has expired and lapsed International Mobile numbers cannot be retrieved. It is your responsibility to ensure you retain access to your number(s). Subscriptions are available for 1 month; 3 month and 12 month periods.

How long does it take to activate my International Mobile number?

Your International Mobile number is active from the time you create your new profile, but in some cases it may take a couple of hours to be published amongst all international networks.

DOWNLOADS

Where can I download the WanTok Mobile App?

WanTok Mobile is available from Google Play and the App Store.

Is the WanTok Mobile app available globally?

WanTok Mobile can be used globally, but some of its features may be different depending on the country where you are based.

Can I download and use the same WanTok Mobile account in multiple devices?

A WanTok Mobile account can be used from several different devices, but it’s not possible to make concurrent calls from different phones/devices with the same account.

What if WanTok Mobile fails to download?

Insufficient space, lack of memory, internet connectivity, or your download settings are among the most common reasons for failed downloads. WanTok Mobile does not require more space than other popular apps, you can try freeing up some memory, closing some unused running apps, wiping up some of your old cache, or just make sure that your phone has a live internet connection and try again. If you have restricted data downloads on your phone, then you can download it next time you have WiFi coverage.

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