FAQ's

Find answers to the most common Questions

Account

How do I set up an account?

Two ways: 1) Online at https://me.mytalkie.net/websignup OR 2) Contact an agent (retail) in your local area to get you signed up online.

How can I login to my account?

After sign up, download the MyTalkie app and login with your registered phone number and passcode. If you don’t remember your passcode, you may tap “Forgot Your Passcode?", and it will be sent to you via text message.

Can I change my account phone number?

No, your account number is your phone number. If you get a new number, you will need to set up a new account. Any funds on your old account number can be transferred to your new account by contacting Support.

Can my account be used as a “family plan"?

No, your account can only be used from your registered phone number.

Can I opt in/out of SMS notifications?

Of course. This option is available in the Profile section of the Account Dashboard.

I Can't signup to MyTalkie on my iPhone

For iPhone users, to signup for MyTalkie, visit me.mytalkie.net/login and click on the signup button on the webpage to signup

Plans

What is the rate per minute to a country I call?

Rates vary by destination. To check on a specific destination, visit the Rates Page, or tap the Rates item in the menu. Rates are also shown in the dialer as you are dialing the destination number.

What countries are available to download the MyTalkie app?

Currently, we allow registration from Ghana, Nigeria, South Africa and the Unites States.

Where can I make calls to while in Ghana, Nigeria, South Africa or the U.S.?

That depends on the calling plan you have purchased. If you have the Talkie PAYGo Plan, you can call anywhere in the world for a specific rate per minute (if enough funds are available). If you have one of the Talkie Unlimited Plans, you can call unlimited to specific destinations outlined in the plan.

How do the Unlimited plans work?

You can call up to 15 unique phone numbers unlimited in a 30-day subscription period from the list of Unlimited destinations covered in the specific Unlimited plan. For the most part, only landlines are covered, however there are some destinations that include mobile numbers. Remember, Unlimited does not mean unreasonable use that could impact other users access to the service. Be sure to read the Consumer Agreement at

How can I verify whether a number I regularly call is part of the Unlimited plan?

To confirm if a number you frequently call is covered under the Unlimited plan, visit the Rates Page, or click the Rates icon in the menu of the website. Type in the country code and number you wish to call, then hit enter/go. The specific number will be looked up to see if it is covered by the unlimited plan.

What happens if a number I call is not on the Unlimited plan?

If you have Unlimited and the destination entered is not covered by the plan, you will be prompted that you are calling outside the plan and you will make a selection on how to handle this (use PAYGo funds, add funds, cancel call). Your call will be charged the per minute rate displayed on the rate page. If you do not have sufficient funds in your account, you will be asked to add more funds to your balance and/or try your call again later.

Payments

How do I add PAYGo funds to my account?

Log in to your account. From the Dashboard, in the Add-On section select the '+'. Select the amount you wish to add (N1,000, N3,000, N5,000 or N10,000). Click on the Buy airtime button Input your credit card information Confirm your purchase

How do I add PAYGo funds to my account?

If you do not have online access, please contact an agent (retail) within your area to top-up your account and pay with cash or credit card.

Will I lose my balance if I don't use it?

No, not if you are using the app to make PAYGo calls. PAYGo funds expire 180 days from last use. Unlimited does not have a balance but you must make your calls within the 30-day subscription period.

What form of payment is needed to open an account?

We accept Cash, Visa, MasterCard and Discover. For credit card purchases, make sure to enter the credit card information and billing address exactly as it is shown on your monthly bill. You will see a charge on your statement from MyTalkie.

Can I safely enter my credit card number on your website?

Yes, all of our subscribers' personal information is stored safely behind our firewall and all online transactions are handled with the highest level of security. Credit card information is validated using our payment provider, and your credit card information is NOT stored on our servers. We incorporate SSL (Security Socket Layer) into our website and employ the latest encryption technology to prevent your information from being intercepted.

Why was my credit card declined?

You may have previously saved your credit card's expiration date which has now expired. The address you provided may be different from the address your credit card company has on file. Please ensure that the credit card and personal information you provide is exactly as how the card issuing company has it. If you are still not successful, please email customer support at productsupport@app.mytalkie.net.

Can I see a history of my payments?

Yes. From your Account Dashboard, tap the History icon. Make sure to select "Billing History" in the drop-down filter on the history page.

If I change my mind, can I get a refund?

Yes, you can be refunded for any unused PAYGo balance minus any promotional credits. Please send an email from the Support page and we’ll get you taken care of. The Unlimited plan is non-refundable.

Calling

Do I have to download the MyTalkieapp from the Google Play Store or iTunes?

Yes.

How do I make a call?

Login to the MyTalkie app using your phone number and passcode. To dial internationally, please enter 011 (or +) followed the country code and number you wish to call. If you are having trouble using the app, contact Support.

I can see my calls in Recents on my native device. Is that how it is supposed to work?

Yes, if Wi-Fi is not available, the MyTalkie app will automatically use your mobile data plan (if available) to complete your call.

Can I make calls to both cell phones and landlines?

Yes, you can call anywhere in the world to either a cell phone or landline. Please check the Rates Page. Destinations that include cell phones are indicated with an icon.

How do I view my calling details?

You can view your call details on the web by tapping the History icon on the Dashboard.. You can view your call details in the dialer app by clicking on the History tab.

What happens if I do not have Auto-renew enabled and I run out of money during a call?

You will be warned when you have 1 minute left. Once the minute runs out, you will be prompted with a menu to add more funds using a credit card or your call will be disconnected.

The party I am calling says I am hard to hear. Is there anything I can do?

Yes. While on the call, swipe from right to left. You should see microphone and speaker volume levels. Slide the volume up to assist the caller in hearing you more clearly.

Can I call back to the U.S. from another country with this app?

Yes! You can use this app anywhere, as long as your phone has a data connection (Wi-Fi or cellular). Just be sure to add funds before leaving the country. Calling with Wi-Fi is a much less expensive option. Simply connect to a Wi-Fi network and dial the number you wish to reach through the app. For calling rates, please check the Rates Page

If I am outside the U.S., can I make a local call? Let’s say I want to make call down the street to a local restaurant and make a reservation.

Yes! You can use this app anywhere, as long as your phone has a data connection (Wi-Fi or cellular). Calling with Wi-Fi is a much less expensive option. Simply connect to a Wi-Fi network and dial the number you wish to reach. Check out the Rates Page to determine the rate for your location. We recommend you top up your account before leaving the US with enough funds to cover your travel. Your credit card will not work while outside the US.

Share

How can I recommend the app to someone?

After logging in, simply click the Refer icon on the bottom of your screen. Fill in their information and they will receive a text with your message inviting them with a link included. Please note that your invitation is open for two weeks. You can always refer them again if they miss that two week window.

What do I get for sharing the app with someone?

For every friend you share with that signs up, you will get a 10% lifetime bonus (calling credit) on every $5 or more purchase made by those that signed up after you shared with them.

How do I know if they accepted my referral?

You will receive a text message letting you know they have signed up. You can also check the status on the Dashboard. Simply tap the Refer icon on the bottom of your screen Please note that your invitation is open for two weeks.

Can I share with someone from outside the US?

You sure can. Just enter their number using 011 + country code + phone.

Can I just share money from my account instead of referring them?

Yes, you can transfer any amount (except promotional funds or bonus credits) to another account. However, that user must already have an account to accept the transfer. To initiate a transfer, click the "Share" button on your Dashboard. The funds will be transferred immediately. Please note that you cannot cancel a transfer after it has been made.

System Requirements

What OS versions and web browsers are supported?

The following mobile operating systems and browsers are officially supported: Android devices running 4.4 (KitKat) and above iOS devices running iOS 8.0 and above Desktop Safari, Chrome, Firefox and Internet Explorer 10+ and above

Do I have to have a Wi-Fi signal?

No, you can use the dialer on your 3G/4G/LTE connection or Wi-Fi. Just remember Wi-Fi does not use up your data plan. The dialer is set to prefer Wi-Fi when available.

What happens if I start a call on Wi-Fi and then lose my Wi-Fi signal?

Your call will continue on the data network (3G/4G/LTE), however, you will lose your audio connection so you will need to hang up and redial your party.

When I try to make a call using Wi-Fi, why do I just hear a constant beeping sound?

Typically, there is an issue with the Wi-Fi network you are using that is blocking the call. Unless it is a corporate network where you can work with a network administrator, we suggest you connect to different Wi-Fi network.

I am at a hotel with Wi-Fi service, my phone shows full service on Wi-Fi but I am not able to get service on my dialer. How can I correct this?

Many hotels have private Wi-Fi connections for their customers only. At check-in the hotel will give you an access code for the Wi-Fi network, it might be free or there might be a charge. Follow the hotels instructions on how to access the Wi-Fi network you might even have to access a designated web page to enter the Wi-Fi code. Once you have accessed the Wi-Fi network the dialer will now show “Registered". Proceed to make calls.

Support

I am still confused, is there someone I can call and talk to?

Of course! You can talk to a customer support representative by calling +1 888-316-0686

How can I share some feedback?

Click on the feedback button on the support page, or drop us an email at productsupport@app.mytalkie.net

Having app trouble or don't have the app?

You can still make a call using one of our access numbers. Just dial or from your phone's native dialer. You will be prompted for the number you wish to call once it connects. Save the access number to your contacts if you plan to use it frequently.