Welcome To LycaTel

LycaTalk| FAQs

This section details our most frequently asked questions,
if you have an enquiry that is not covered here please either call our customer services team on 08006527566 or 02071012228 or email Customer Services at cs@lycatalk.com and we will be happy to help you.

Frequently Ask Questions:

1. How do I gain access to your service?

2. What do I get from LYCATALK if I sign up?

3. How do I access the service from a regular phone?

4. How do I use 14500?

5. How do I use 18500?

6. How do I pay for the LYCATALK Service?

7. Is there any way I can connect faster?

8. Is there any speed dial facility?

9. How do I use speed dial service?

10. How do I set up speed dial?

11. Can I use the service from any phone?

12. Can I use the service from my mobile?

13. What happens when my balance runs down to 0.00 or low on credit?

14. What is the auto top up and how does it work?

15. How to use the added Feature Keys?

16. What is a Conference Call and how do I use it?

17. What promotional offers do you have?

18. Can I use the service from a payphone?

19. Can I use the service abroad?

20. Do I need to have a BT line?

21. Do I need to have my own phone line?

22. Will I get an itemised bill or a monthly bill?

23. Is there a minimum fee or connection charge?

24. Do you charge for all calls that are made?

25. Will I be charged for the call once I dial the destination number?

26. In what increments do you charge your calls?

27. Will I be billed for dialling the access number?

28. Will I be billed for dialling the customer services number?

29. What is the minimum top up?

30. Do I pay any line rental?

31. Are your costs inclusive of VAT?

32. What are your international destination rates?

33. How many users can use a pin at a time?

34. How I will get my money back if top up fails?

35. Can I use friend referral with any other offer?

36. When will I get my friend referral call credit?

37. When I will get my special offer bonus?

38. What do you mean by PROPER after the country name?

39. I was not connected but was charged for the call.

40. Contact Us.

1. How do I gain access to your service? BACK TO TOP

To gain access to our services you will have to sign up on this website or by calling our sales team on 02071320132 or 08006529189.

2. What do I get from LYCATALK if I sign up? BACK TO TOP

LYCATALK will provide you with a LYCATALK personal account that you can access from any touch tone phone that you choose to use.

You will receive:
A unique account no.
A unique PIN No.
Access to the LYCATALK website to view your call history and your balance.

Fantastic low International Call Rates!

3. How do I access the service from a regular phone? BACK TO TOP

Accessing the LYCATALK service from any touch tone couldn't be easier.

Simply, register the phone numbers that you usually use with us.

When you dial in to the service using the given access numbers, your phone number will be recognised by our database and prompt you to enter your destination number.

Press * after entering the destination number for faster connection.

If you are calling from a fixed line or mobile then you simply dial either 0800 012 0002 or the 0207 132 0032 access numbers.

You will be asked to enter your unique Account number followed by PIN if your phone number is not registered to your account.

Attention! To dial destination number within the U.K. please enter the numbers without using the country code. E.g. To enter any landline in Manchester, please enter 0161 xxx- xxxx and to call mobiles just dial 07xxxxxxxxx.

Please note the following:

Please do not press the dial or enter key after entering the destination number.

Please do not select the destination numbers from the contact list/phone book of your phones/mobiles and press enter/dial as this will generate a new call which will be charged by your phone/mobile operator.

4. How do I use 14500? BACK TO TOP

In addition to the other access numbers, for faster access of our service we have an easy to dial, FREE access number i.e. 14500. Simply dial 14500 and follow the prompt.

Requirements:

BT line

Line rental payable to BT or provider. Also any other charges that may be payable to BT or other provider for using any of their facilities. BT and most other providers do not charge for calls made via LycaTalk.,

Should have outgoing call facility.

Instructions:

For e.g.

Dial 14500

Enter your Account number and PIN (if your phone is not registered)

Enter your destination number followed by the * key.

Charges will be the same as dialling the 0800 or 18500 access numbers.

Please do not press the dial or enter key after entering the destination number.

Please note that you cannot use 14500 service from a mobile phone.

5. How do I use 18500? BACK TO TOP

You can use the service in the following way when you have registered your BT landline number:

1) Dial: 18500 (FREE from BT landlines),

2) enter the destination number, including the full local, national or international dialling code and number in one continuous string E.g. 18500 00 44 20 7536 6476 .

Please note the following:

a. Please do not press the dial or enter key after entering the destination number.

b. Please do not select the destination numbers from the contact list/phone book of your phones/mobiles and press enter/dial as this will generate a new call which will be charged by your phone/mobile operator.

The 18500 and 14500 service can only be used from a BT line registered with our service.

6. How do I pay for the LYCATALK Service? BACK TO TOP

Paying for your LYCATALK is very easy. You can pay for your LYCATALK using our secure payment methods:

(A) Credit / Debit Card
You can use your debit / credit card to open and top up your account either via the LYCATALK web site or over the telephone by calling sales 24/7 on 02071320132. The minimum amount required to open an account is 10 and the minimum amount for account top up is 10.

(B) Auto Top Up

You can use your debit / credit card to automatically top your account up.

This means that when your account reaches a certain level - usually 10, we will automatically top up your account with a pre-set amount of money from your registered debit/credit card that has been agreed and preset by you.

This saves you the problem of having to remember to top up your account and means that you seldom run out of credit on your accounts and do not experience the undue inconveniences.

You can also set your maximum levels of credit for each day or month allowing you even more control of your account by visiting our website www.lycatalk.com.

You may also set-up auto top-up by calling our customer services.

Please note that if the payment is declined during top-up you may not be able to make calls using the service.

a) log in to your account by entering your account number and password,

b) Click on Top-up Account.

c) Enter the last 6-digits of your registered credit card or debit card number, you wish to use

d) click RETRIEVE

e) Select the type of card

f) enter the amount you wish to top up your account by

g) Ensure all mandatory fields are filled

h) Click Proceed to move to the next page and Proceed to confirm.

i) All online payments are made over our secure connections.

(D) IVR Top UP
If you have registered a credit or debit card with us you can top up your account by 10, using IVR.

Simply dial the access number from your registered line and then key in "*" then "3" on your phone once you are connected to the service and follow the prompts - it's easy!

(Please see How to use guide for instructions on IVR Top-up)

7. Is there any way I can connect faster? BACK TO TOP

Yes you can. Currently after entering the destination number, please press the * key, you may get connected quicker. You can also use our speed dial facility.

8. Is there any speed dial facility? BACK TO TOP

Yes you can register your numbers for speed dial and then use the service by following instructions for speed dial.

9. How to use speed dial service? BACK TO TOP

a. Dial access number

b. Enter A/c number followed by PIN (from unregistered phones)

c. Enter speed dial Key (1.9) when you are prompted to enter your destination number.

d. Press * after entering your speed enter number (Key),

for e.g. if your destination number is registered at no. 1, dial 1* and it will attempt to connect immediately.

10. How do I set up speed dial? BACK TO TOP

Speed dial can be set up in two ways:

a) via website

a. Simply log on to www.lycatalk.com,

b. Click on Access your Lycatalk Account and enter your account number and your password.

c. This will lead you to the Account information page

d. Enter the name of the contact under the Name column

e. Enter the destination number of the contact name under the New Phone Number column

f. Click ADD.

g. The numbers will be stored in the serial number (Key) as added.

h. To add more numbers follow the same process.

b) via customer service

You can set up speed dial by calling our customer services on 02071012228 or 08006527566

Please ensure you have the following details with you:

a. Your account number

b. Password set by you when you opened the account.

11. Can I use the service from any phone? BACK TO TOP

Of course, even if the landline/mobile is not registered with us then you can still use the service, just dial either of the 0800 access numbers or 0207 access number we provide, your account number followed by PIN and enter the destination number, your call can then be placed. 14500 & 18500 access number can be only used via a BT landline. Remember that calls from a payphone carry a surcharge, up to 25 pence per minute. . We recommend that if you have a cheap national call rate on your landline tariff, or if you have free inclusive minutes on your calling plan, that you use our 0207 132 0032 access number.

12. Can I use the service from my mobile? BACK TO TOP

Yes.

Please check with your mobile operator for charges to dial the access numbers. Usually, 0207 access numbers are included in the free inclusive minutes plan but you should confirm with your mobile service provider.

Some operators consider 0800 numbers to be a part of your free inclusive minutes plan so please check first.

Please note the following:

Please do not press the dial or enter key after entering the destination number.

13. What happens when my balance runs down to 0.00 or low on credit? BACK TO TOP

When your balance runs down to 0.00 or low on credit you can top-up your account by:

i. Website

ii. Phone/IVR

iii. Customer services

iv. Auto top-up

14. What is the auto top up and how does it work? BACK TO TOP

You can use your debit / credit card to automatically top your account up.

This means that when your account reaches a certain level - usually 10 we will automatically top up your account with a pre agreed amount of money from your registered credit/debit card.

This saves you the problem of having to remember to top up your account and means that you never run out of credit on your account or experience any unnecessary inconvenience.

15. How to use the added Feature Keys? BACK TO TOP

Once you are connected to the service use the following feature keys to enhance your LYCATALK experience.

For a Follow on call : # #

Top up your account by phone - * 3 ( by registered lines and credit / debit card only)

For last number redial - # 1

For balance on demand - # 2

For faster connection - Press * after dialling the destination number

For speed dial Press * after dialling your speed dial number, for e.g. if your destination number is registered at no. 3, dial 3* and it will attempt to connect immediately.

For Conference Call

Press ** after your call has been answered by the first called party using our service.

Press *1 for disconnecting destination no.1,

*2 for disconnecting destination no.2,

and *3 for disconnecting destination no.3

Please note that some services would not work if your balance is 0.00

16. What is a conference call and how do I use this? BACK TO TOP

You can use LYCATALK Conference Call mechanism to talk to up to three people all at the same time!

E.g If you may need to speak to your friends/ family in three different countries/cities/places, with LycaTalk you can do now by using our conference call service.

Dial the access number

Enter A/c number + PIN (if required) and then enter destination no.1 (line 1)

After you are connected to line 1, to get connected to destination no.2 and are on call with (line1), simply press **

Wait for the prompt for entering destination no.

on receiving the destination prompt, enter the destination no. 2 (line2)

Once line 2 is connected it will automatically join your call.

Repeat the process 3-6 to connect to the destination no.3 (line 3)

You can talk to up to three people simultaneously - simply repeat the process above to add destination no.3 (C)

If you wish to disconnect one of the callers just

(a) Press *1 for disconnecting line 1,

(b) *2 for disconnecting line 2 and

To connect to a fourth destination, please disconnect one of the connected lines, i.e. line 1, line 2, line 3. If line 1 is disconnected, the fourth call will be interpreted as line 1

For e.g. If you want to connect to the fourth destination, you have to disconnect with one of the destinations by following the procedure mentioned in 9. above.

Please note the following:

Please do not press the dial or enter key after entering the destination number.

You will be charged separately for calling each destination number according to our applicable tariff and the total will be deducted from your account balance.

You need to ensure if all the destinations would answer their calls. If you are connected to line 1 and line 2 and if line 3 is not reachable/ not answered, it will keep ringing until you disconnect the entire call.

17. What promotional offers do you have? BACK TO TOP

LYCATALK may be running different offers on a regular basis.

These offers may be communicated to you via the web site, text message or by e-mail communications.

If you have been referred by a friend make sure you give us their account number when you sign up and they may get a bonus - make sure that you also refer your friends and ask them to give your account number - You too could get a bonus*

18. Can I use the service from a payphone? BACK TO TOP

Yes, this service can be used from a payphone. Just dial either of the 0800 access numbers or 14500 access number we provide, enter your a/c number followed by PIN, followed by the destination number with the complete international dialling code at the prompt... Remember that calls from a payphone carry a surcharge, of 25 pence per minute. BT bills us for this as a maintenance charge and uses it for their equipment.

19. Can I use the service abroad? BACK TO TOP

Shortly, we may have a list of access numbers you could use when you call from some international destinations - Please call our customer services for more details. Different charges may apply for using this service from abroad.

20. Do I need to have a BT line? BACK TO TOP

No, all you need is access to any phone service - we have access numbers for all providers, fixed line customers can use our 0800 numbers and 0207 numbers with your account number or PIN.

You need a BT line with an outgoing call facility to dial 14500 and 18500 access numbers.

21. Do I need to have my own phone line? BACK TO TOP

No all you need is access to a phone service. We will provide you with an access number and PIN number to access the service from almost any phone.

22. Will I get an itemised bill or a monthly bill? BACK TO TOP

You will be able to VIEW your call history online within minutes after making the call or processing any top-up.

23. Is there a minimum fee or connection charge? BACK TO TOP

No there are no hidden charges you simply pay for the calls that you are connected to through our services.

24. Do you charge for all calls that are made? BACK TO TOP

No, we only charge for all calls that are connected after entering the destination number. Connected calls may include calls reaching to voicemails and operator prompts in some cases.

25. Will I be charged for the call once I dial the destination number? BACK TO TOP

Usually, before each call is connected the minutes prompt will inform you of the call charges per minute for the destination you are calling except if dialling the 18500 access number.

The played minutes message prevails over any publicised rate on the LYCATALK website, printed publication or other means of advertising with the effective dates respectively.

This minutes message itself is free of charge, therefore if you do not agree with the played minutes message charges, immediately hang up before your call is connected and you will not be charged for the call.

26. In what increments do you charge your calls? BACK TO TOP

We charge all connected calls in 1 minute increments.

27. Will I be billed for dialling the access number? BACK TO TOP

You will not be charged by LYCATALK for dialling the access numbers but may be charged by the phone/mobile operator depending on your tariff plan.

Please note: You need a BT line with an outgoing call facility to dial 14500 and 18500 access numbers.

BT does not charge the customer for 0800, 14500 and 18500 access numbers, please check this with your provider first.

28. Will I be billed for dialling the customer service number? BACK TO TOP

No. You would not be charged by LYCATALK, please check with your phone/mobile operator for charges to call the customer services numbers. Usually 0800 numbers are not charged by fixed line providers.

29. What is the minimum top up? BACK TO TOP

The minimum top up for the service is:

Top Up online 10

Top Up via Customer Services 10

Auto Top Up 10

IVR Top UP 10

30. Do I pay any line rental? BACK TO TOP

You only pay line rental to your phone (landline/mobile) service provider.

31. Are your costs inclusive of VAT? BACK TO TOP

Yes, all our costs are inclusive of VAT.

32. What are your international destination rates? BACK TO TOP

Please refer to our current tariff structure available on the 'Our Low Rates' Section of the web site or call customer services on 0207 101 2228.

33. How many users can use a pin at a time? BACK TO TOP

Only one user can use the pin at a time. If someone is using a pin and at the same time the same pin is entered by some other person the user will get an engaged tone.

34. My top-up has failed. How I will get my money back if top up fails? BACK TO TOP

The Top up amount should be transferred back into your account in 3 working days. In case if you face further difficulties, please contact customer services or e-mail us at cs@lycatalk.com

35. Can I use friend referral with any other offer? BACK TO TOP

No, this offer cannot be used in conjunction with any other promotional offer currently offered by LycaTalk.

36. When I will get my friend referral call credit? BACK TO TOP

The referral call credit will become payable to the referrers account after at least 15 days following the total 30 top-up of the referred account. The referral bonus will only be payable where the referred account is from a different postal address, is purchased using a different method of payment and reflecting different call records than the referrer. However, awarding of the credit will be on complete discretion of LYCATALK. Fraudulent claims of referral credits can result in account suspension of both accounts.

37. When I will get my special offer bonus? BACK TO TOP

It may take up to one working day after the account opening to credit your account with 5 for accounts opened online.

38. What do you mean by PROPER after the country name? BACK TO TOP

PROPER means any other landline destination for the respective country name unless otherwise specified.

39. I was not connected but was charged for the call. BACK TO TOP

Sometimes your call reaches voicemail of the called destination number or is answered by the destination operator but the operator at the other end does not transmit the voice message to us. However you can call our customer services or e-mail us at cs@lycatalk.com if you have been charged wrongly and claim refund within 24 hours of making the call. We will investigate the issue and may refund calls where appropriate.

40. Contact Us BACK TO TOP

Please feel free to contact one of our LYCATALK customer services representatives if you have any query on

0800 652 7566 or 0207 101 2228

or email us at cs@lycatalk.com.

* Terms and conditions apply - LYCATALK Terms & Conditions

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