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        Select from the following FAQs:
       

 Who is Pincity.com?

Headquartered in California, U.S.A., Pincity.com is owned and operated by Cleartone Group, LLC. The Company's mission is to provide high quality communications solutions that empower customers to stay in touch with their world anytime, anywhere.

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 How long have you been in business? Are you going to be around?

Since 1999, Pincity.com has been providing cost-effective, high quality communications services to thousands of business users, international travelers, and individual consumers worldwide.

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 Does the Company have its own network?

Yes. We accomplish this telecommunications goal by owning and maintaining a time-proven and reliable platform, with triply redundant Network Operations Centers located on two continents and in three cities.

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 How good is the Company's Customer Service?

In addition to the convenience of being able to access all our services and your account via the Internet at any time, our customers also enjoy full-time, multilingual customer service support that ensures our customers the best personal care and responsiveness to their communications needs.

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 What Communications Services does the Company provide?

  • iTalk Phone Card: Virtual prepaid calling card. Accessible from over 25 countries worldwide.
  • iMessenger: A service that enables mobile text messages to be sent via the Web.

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 What is a PIN?

Your PIN is your unique Personal Identification Number. It allows our computer to recognize your account when using our services. Your PIN must be entered in order to place calls. The PIN number also serves as the Master Account Number for your account. When you enter your account management page, you will see your PIN number at the top of the page.

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 What is a Master Account Number?

Your Master Account Number, which is also your PIN, allows you to track your calling history and manage your Pincity.com account. When you set up an account with Pincity.com, you will be given a personal Master Account number and asked to create a username and password. This will give you online access to recharge your account, make changes to your personal information, and view your calling history. Your Master Account is rechargeable at anytime directly online. Once the account has been set up, you will be able to access all the services that we provide. Usage will be deducted from your account balance and listed on the account history section. "All for one pin! One pin for all!"

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 When will my Pincity account expire?

As of June 23rd, 2008, Pincity had effectively cancelled the account expiration policy. To maintain your account security, Pincity had instituted an Account Security Policy. For more information about the new policy, please click here.

Prior to June 23rd, 2008, your PIN will be valid for 180 days (six months) after your first sign-up or 180 days (six months) from the date of your most recent recharge. In order to keep your account active, you simply need to recharge your account at least once every six months.

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 What is Account Security Policy?

To protect your account from fraudulent use, Pincity had instituted Account Security Policy which would de-activate the account that has no usage (i.e., no calls made through Pincity network) and no recharge history for last 180 days. Customer may call Pincity customer service to re-activate the account, and will be able to use the account immediately with no balance removed.

This policy while has same 180 days de-activation function as expiration policy, it is very different in two ways

  • Account's balance is never removed, or "wiped-out". Your account balance is immediately available for use once Pincity customer service re-activate your account upon request and security check.
  • When account has activities within last 180 days, the account is considered active and will not be de-activated for security reason. Account activity is considered as a) a recharge was made, or b) a long distance phone call was made through Pincity network.

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 What is the Auto Recharge feature?

With Pincity.com Auto Recharge feature, you do not need to worry about running low on your phone card balance and being cut-off. Forget the need to recharge your account manually, and be ready to make calls whenever you want.

You're in control - you specify when auto-recharge should occur, and how much credit to add to your Pincity.com account.

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 Can I call toll-free numbers using Pincity.com services?

Yes, you can use Pincity services to palce calls to United States and Canada toll-free numbers. These toll-free numbers use area code 800, 855, 866, 877, 888. Simply dial them as 1 + area code + 7 digits phone numbers. For example, to call Pincity toll-free customer service number, input 18887460121 when asked for destination number. Please note that you will be charged the USA 48 states calling rate.

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 Can I call 500, 700 or 900 numbers using Pincity.com services?

Pincity.com services can be used to place the following types of calls: domestic long distance, out-bound international calls from the Continental U.S., and International/global access capability. It cannot be used to place calls to 500, 700, 900 numbers, and directory assistance.

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 Do I need to switch my long distance carrier to Pincity?

No, you do not need to cancel or switch your present Long Distance Carrier. Pincity.com offers pre-paid long distance service that enables our customers to save enormously on long distance calls while avoiding any monthly, connection, and service fees at the same time. You may use Pincity’s service in conjunction with your normal Long Distance Carrier.

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 Can I use Pincity services in other countries beside the US?

Yes, Pincity.com offers international local access numbers from over 45 countries - including China, Hong Kong, Taiwan, Japan, United Kingdom, France, and many more. Also, using these international local access numbers as same rate as if you're using Pincity services from United State local access numbers.

Find the international local access numbers that you need by clicking here.

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 What is the difference in billing for using the local and toll free access
   numbers?

The rate for initiating domestic calls within the continental U.S. using the Local access number is 2.9 cents per minute, and 4.5 cents per minute for domestic U.S. calls using the Toll Free access number. The rate for International calls varies depending on your calling destination—please check the Rates page for details.

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 Will my account be charged for unanswered calls?

No, your account will not be charged for calls that are unanswered. If your destination number has an answering device or voicemail service, the call might incur a charge to your account.

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 Can I make purchases with a check?

Pincity.com accepts personal checks, money orders, and traveler's checks. The minimum purchase for such transaction is $10.00. Along with the check, please also send us your contact information in the following format:

        Name (First & Last)
        Billing Address
        Contact Phone Number

Please make the check payable to "Pincity.com" and send it along with your contact information to the following address:

        Pincity.com
        340 S Lemon Ave #5198
        Walnut, CA, 91789

Please allow 2-3 business days to process your order upon our receipt of your payment.

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 Why should I use the local access number?

By using our local access number to initiate your calls, you will benefit from an even lower rate than our already super low rates. For a local access number in your area, go back to the homepage and click on Access Number Search.

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 What is international local access numbers?

International local access numbers is a convenient feature for those who travel or reside outside United States. Call back to United States or any other international countries as if you're home. Pincity provides international local access numbers from over 45 countries - including China, Hong Kong, Taiwan, Japan, United Kingdom, France, and many more. Also, using these international local access numbers as same rate as if you're using Pincity services from United State local access numbers.

Find the international local access numbers that you need by clicking here.

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 Account Management

When you sign-up with Pincity.com, you will be prompted to create a username and password. By logging into your account from our home page with your username and password, you will be able to change both your personal information and password, as well as recharge your account, and view your account history. Account usage is deducted directly from your account balance.

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 What if I lose my PIN?

If you happen to forget your PIN number, there are two things that you can do:

  1. Login to your account with your username and password from our homepage. Once in your "My Account" page, information regarding your account will be listed including your PIN number.
  2. If you forgot your username and password, click on "Forgot your password," or write to us at csr@pincity.com. Verification of your full name, home telephone number, and home address is necessary in order to disclose confidential information.
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 How can I update my account information?

You may login to your account online to make the necessary corrections, or you can email us at csr@pincity.com with the corrections. We will complete your request within 24hrs.

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 My account balance is low - how do I add more money to my account?

Login to your account from our homepage and click on "Recharge." Fill out the necessary information to complete your recharge. Once your transaction has been completed, an online confirmation will appear and the update will immediately reflect on your account.

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 Is there an automatic feature to recharge my account?

Yes, Pincity.com has an automatic recharge option for your convenience. Activate this feature and you will not have to worry about running out of minutes ever again. To activate this feature, login to your account, and click on "Change Settings." Then click on the "Edit/Setup" for Automatic Recharge and fill in the necessary information.

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 What will happen if my account runs out of balance in the middle of a
   conversation?

You will hear a warning system prompt when you have one minute remaining in your account. Please try to finish your conversation immediately. Your call will be automatically cut-off when your balance reaches zero. To prevent this, please make sure you have more than enough balance before you place a call.

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 What should I do in case I find a billing error?

If you find an error in your account billing, please report the error to csr@pincity.com. Please include a detailed account of the problem that occurred. An experienced customer relations representative will be in contact with you within 24-hours.

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 How are my calls calculated and billed?

Calls are calculated based on 1-minute increments. Any fraction of a minute will be rounded up to the next full minute. All minutes used are deducted according to each country rate from your account balance Note: Calling to mobile phones may result in a higher rate.

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 What is the occasional 65 cents surcharge that sometimes appears on my account calling history?

Generally, it is the payphone connection charge that is mandated by the federal government. The Federal Communications Commission (FCC) allows public/payphone service providers to charge a service fee for all calling card usage. This fee applies when a toll-free number is dialed, irrespective of whether it is the caller's ultimate destination(s). And as a result, Pincity.com is forced to pass on the 65 cents surcharge to its calling card users.

The 65 cent surcharge may apply for calls placed from the following locations:

  • Public payphone
  • Hotel/hospital phone
  • College dormitory or apartment
  • Other commercial phone systems
  • You can identify the surcharge as an extra charge above the corresponding call in your account billing information. We do not control whether the surcharge will be imposed from any particular phone. Therefore, this can only be determined after placing a call. In general, all public payphones incur this charge. Not all of the other locations listed above impose such a surcharge.

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     Security and Privacy

    Pincity.com has taken steps to ensure that your credit card or other sensitive information is never sent unprotected over the Internet. Through the use of a security protocol known as Secure Socket Layers (SSL), we encrypt your order information prior to transmission over the Internet so it cannot be read in transit. This works to keep your Internet transactions private and secure. Your name, address, and credit card numbers—or anything else about your order—cannot be read by anyone else as the information travels from your computer to ours.

    When you purchase Pincity.com products and services, we request that you use a credit card to order online. When this is the case, we require you to enter your credit card number each time you place an order, since we don't store your number on our Web site. Your credit card information is only used to process your order. We believe this provides you with the most secure shopping environment.

    It is our company policy to protect the privacy of our customers in our business operations. Pincity.com has the responsibility to protect the confidentiality of the content of any information transmitted over the Pincity.com network and safeguard the use of information that customer may reasonably expect us to keep private.

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     Customer Satisfaction Policy

    Pincity.com is as committed to excellence in customer service as it is to quality communications. We have Customer Service Representatives who are trained in and dedicated to the job of understanding and meeting your communication needs.

    With millions of calls being made on our network on an average business day, we're always hard at work making sure that all your calls go through. Whether you need help making calls, finding the right product and service for you, getting answers to your questions or answering questions about your account, our Customer Service Representatives are here to help you.

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