Q. How does my account renew, what if I run out of funds before the renewal date?
Q. In what dollar increments can I recharge my account?
Q. What kind of credit cards do you accept?
Q. What is CVV2?
Q. I'm having trouble recharging...
Q. How do I close my MinutesOnline.com account?
Q. What is an "account number"?
Q. When does my PIN expire?
Q. How do I extend my PIN expiration date?
Q. My PIN is already expired, how do I reactivate it?
Q. What does "PIN in use" mean?
Q. What does "Invalid PIN" mean?
Q. How do I change my PIN?
Q. I’m missing money on my PIN...
Q. Someone has stolen my PIN...
Q. How do I view my call history?
Q. How do I get records of past months of billing?
Q. Why are there phone numbers in my billing that I don't recognize?
Q. How do I change the name on my account?
Q. Can I change the username on my account?
Q. How do I change my phone number?
Q. How do I change my billing address?
Q. I would like to change my password...
Q. If you know your username, but have forgotten your password...

Your MOL account will automatically renew each month. If you originally signed up on the 5th of the month, your account will renew on the 5th of the following month. Your credit card will be charged at that time. If the charge to your credit card fails for any reason, we will re-submit the charge again. If it fails the second time a customer service rep will contact work out any issues so your service may continue without interruption.

If you run out of funds in your account before the monthly renewal, you can always add more funds to your account by using the recharge function in the My Account area. Please log in under 'My Account' with your username and password.

Please make sure that the billing address of the credit card matches the address inputted in your MinutesOnline.com account. Failure to exactly match this information will result in a declined transaction. MinutesOnline.com allows only one transaction in a 24 hour period, so please wait at least a day before attempting your recharge again.

*Note: If you need to change your address please log in under 'My Account'. After logging into your account, please click on the 'Modify my Info' option located on the left side toolbar.

$20, $30, $50 and $100

Currently, the only way to purchase is via the internet, with an U.S.-issued Visa, MasterCard, American Express and Discover. We are not set up to take phone orders or to handle check processing.

CCV2 is your 3-digit verification number. For your safety and security, MinutesOnline.com requires that you enter your credit card's verification number. The verification number is the last 3-digits of the number printed on the back of your credit card. This number is for verification purposes only and will not be stored.

Please make sure that the billing address of the credit card matches the address inputted in your www.MinutesOnline.com. Failure to exactly match this information will result in a declined transaction. Also, please contact your bank to make sure there is no issue with your card. MinutesOnline.com allows only one transaction in a 24-hour period, so please wait at least a day before attempting your recharge again.

Note: MinutesOnline.com is a subscription domestic and international long distance service. Please read our terms and conditions. There are no refunds on MOL accounts. You must use all remaining minutes in your account before the end of your billing cycle. Your credit card will not be charged for any renewals and you will not be able to recharge your account pin once you have closed your account. All account cancellations must be received a minimum of 10 days before your next billing cycle.

In order to close your account, email us us with the following information:

Your account number is your PIN.

For security reasons, your Account PIN expires at the end of your billing cycle. If you signed up for your account on the 1st of the month and cancelled during that same month, your account would expire at the end of that calendar month.

If you feel you need more time to use the remaining balance in your account, we would be happy to offer you a courtesy one-time extension. e-mail us for a PIN extension. If there is a negative balance or your remaining balance has been withdrawn, you will need to recharge your PIN. This will automatically extend your PIN six months.

*Note: If your PIN expires, any numbers you have put into QUICKdial may be deleted without notification.

You may extend your PIN for another 30 days by renewing your Account Plan. If you need assistance, please contact Customer Support or open an online support ticket.

A PIN can only be used on one phone at once. Either another party is using the PIN or occasionally a PIN will get 'stuck' in the system. If you just made a call and are attempting to make another but the system says your PIN is in use, e-mail us. This occurred, because while your call disconnected, your PIN didn't.

*Note: To prevent this, in between placing MinutesOnline.com calls, please press '##' before hanging up.

There may be several reasons why you are receiving this message:

1.) Please make sure that your phone's dial tone is set on 'tone' and not 'pulse'. Our system cannot recognize 'pulse' dial tones
2.) The system does not recognize the number sequence you've inputted. Please log in under 'My Account' to double check your PIN.
3.) Make sure your account is not showing a negative balance.
4.) A pin can only be used on one phone at once; if multiple people attempt to use the same PIN at the same time, they will receive an 'Invalid PIN' message.
5.) If you do not enter your PIN within approximately a 10-second time span, you will be prompted with an 'Invalid PIN' message as well.
6.) Finally, you may be calling from a phone that another MinutesOnline.com user has set QUICKdial on, and that may interfere with your ability to use MinutesOnline.com from the specific phone you are calling from. Please remove the QUICKdial option and your call should be successful.

If the problem still persists, please e-mail us.

If you would like to change your PIN, please e-mail us with the following information:

1.) Your username
2.) The phone number you wish to base your new PIN on
3.) The first four and last four digits of the credit card you used when opening or recharging your MinutesOnline.com account. (We need this information for security purposes to verify your account.)

*Note: We cannot customize the last four digits of your PIN.

Once this process is completed, you will be notified by e-mail and you can access your new PIN when you log into your account.

There are a couple scenarios that could apply to this situation.

1.) You have multiple accounts and dialed the wrong PIN. Please verify amount of money in your accounts by logging in under 'My Account'.
2.) You are calling from a QUICKdial line and accessing another account.
3.) Your account may have experienced a deduction up to $.75 after your recharge. The reason why you were deducted after your recharged was because you had a negative balance on your account prior to your recharge. The amount was automatically deducted after you put more money into your account.
4.) You can get a negative balance because the monthly service fee for the prior month's usage was deducted from your balance. However once your account is negative, no more monthly fees are collected until your account is recharged once more. Thus, an account can never have a negative balance of more than -$.75.
5.) Your PIN has been compromised.

You will need to change your PIN if this is the case. Please email us and provide the following information:

1) The number you would like your new PIN to be based off of
2) The username for your account
3) The first 4 and last 4 digits of a credit card used in your MinutesOnline.com account

Please log in under 'My Account' and click ‘View Billing’ option in the left side toolbar.

*Note MinutesOnline.com provides billing information for the most recent three (3) months in the "View Billing" section of your account.

Just copy and paste the following form onto a blank document. Print the form, fill out the specified information, sign it and mail or fax it to us.

1.) First and Last Name on the account(s)
2.) The credit card number and expiration date of the card used to purchase time on the account
3.) Billing address on the account(s)
4.) Username(s), Password(s), AND PIN(s) for the account(s) that billing is requested for
5.) Legible copies of your credit card AND driver's license
6.) The below disclaimer signed and dated

Please note that following receipt of the above information, MinutesOnline.com reserves the right to decide if it will provide the information requested by you.

Please sign and FAX or mail the following statement to MinutesOnline.com:

I, ________________, claim ownership of the MinutesOnline.com account having the username________________. I understand that MinutesOnline.com makes no representation regarding the accuracy of the information found in the billing statements provided in these accounts. If MinutesOnline.com chooses to provide me with these billing statements, I, as the user of this information, will hold MinutesOnline.com harmless and defend MinutesOnline.com from any lawsuits arising from the use of this information.

Signature:______________________________ Date:_____________________

Please mail or FAX MinutesOnline.com with the requested information and it will be reviewed. If we are unable to process your request, we will contact you as soon as possible.

Please note that there is a $4 per page processing fee.

Customer Service
MinutesOnline.com
2609 Canal Street, Suite 210
New Orleans, LA 70119

FAX (504) 838-6220

Occasionally the MinutesOnline.com system is unable to tell where a user is placing a call from. The system may come up with a blank space or return a different number. Sometimes the number will be the main line of the origination phone.

Example: You place a call from 897-1207, but in the system it comes up as 897-1200.

Additionally, if the number you are calling from has QUICKdial enabled on it, our system may not be able to recognize it.

If there are destination numbers you do not recognize in your billing, we recommend changing your PIN.

If you wish to change the account holder’s name, please email us with the new name. We will need you to provide the first four and last four digits of a credit or debit card that you have recently used on your account in order to verify ownership.

Unfortunately, once a username is created, it cannot be changed.

Please log in under 'My Account' and click the 'Modify My Info' option located in the left side toolbar.

If you wish to change your PIN to match your new phone number, please email us and provide the following information:

1.) The number you would like your new PIN to be based off of.
2.) The username for your account.
3.) The first 4 and last 4 digits of a credit card used in your MinutesOnline.com account.

Please log in under 'My Account' and click the 'Modify My Info' option located in the left side toolbar.

Please log in under 'My Account' and click the 'Change Password' option located in the left side toolbar.

If you know your username but forgot your password to your MinutesOnline.com account, click here to have your password sent to the email address listed on your account.

If your current email address is different than the one listed on your account, please email us and provide the following information:

1.) The first 4 and last 4 digits of a credit card used on your account for security verification.
2.) The new email address you would like for us to send your password to.

If you have forgotten both username and password, please email us with the first four and last four digits of the credit card number you used to sign up or recharge your account. After we receive this information, we will e-mail you your username and password.