Payments Questions and Answers

Do you accept American Express credit cards or Mastercards?

• Rebtel accepts payment with American Express,Visa, Visa Electron, MasterCard, Diners Club, Japanese Credit Bank credit, Apple Pay, and debit cards.
• You can also use Maestro Solo and Maestro Switch from the UK and Carte Bleue and Carte Blanche from France.

Purchased credits or balance not showing on the account?

• Still not seeing your balance? Sometimes it takes a few minutes to appear.
• If your payment was completed but you don't see the credits, you can double-check and get in touch with support for a quick fix, and email us at support@rebtel.com

 

How to check credits/balance?

On the website:
1. Go to Rebtel.com and tap the log-in button at the top-right corner of your screen.
2. Log in using your phone number and your passcode.
3. Once done, you will see your Rebtel Credit Balance in the total balances.

In the app:
1. Go to the app home page.
2. Tap the Services button at the bottom part of your screen.

Once done, you will see your available credits at the top left of the page.

How can I start using the service after purchasing a product or trial?

To get started, we recommend using our app (available on the App Store or Google Play) Once you’ve downloaded and opened the app, you’ll see a bar at the top where you can either select a contact or type in the phone number directly.

Just remember to enter the number in international format (with the country code) for it to go through without any issues.
 

How can I check the unrecognized charges and payments history?

If you want to review your account activity, you can do so through the app or our website.

You just need to log in to our website, scroll down to account activity, and print or export all. Selecting "print" will print what is visible, while "export all" will send you an email with your full history.

Important: to get your record emailed to your registered email address, you need to verify your email address first, then request your call history/payment history.
 

Having trouble with payments?

Your payment might not go through if your card has reached its spending limit or doesn't have enough balance to cover the transaction. Try checking your available funds with your bank before retrying.

 

Could my bank be blocking the payments? 

Let’s check a couple of things that might help unlock your payment:

1) Wait a few minutes and try again.
If there have been several attempts in a short time, the system might pause transactions for security. Taking a short break before retrying can sometimes solve it.

2) Check with your bank.
Some banks have extra security settings that may limit online or international payments. A quick call to your bank can confirm if they need to approve the charge. You can also try using another card, if available.

 

Can we check if something is wrong with my card info?

 

 Check your card details

1) Make sure your card number, expiration date, and CVV are entered correctly; even a small typo can stop the payment.

2) To review or update your card info, go to the Rebtel app > Account > Settings > Payment Settings, and edit if needed.

Once your details are updated, try the payment again.
 

 

Is your payment page loading slowly?

1. Try clearing your cookies and browsing history, as stored data can sometimes slow down performance.

2. If the issue persists, try using a different browser or opening the site in an incognito/private browsing window.

3. Also, make sure your browser is updated to the latest version.
 

 

Why was I charged?

We will never charge you without your consent or take additional fees. However, if you are paying for a lot of different services at the same time, and it's good to be able to check what you've signed up for!

Rebtel offers two automatic payment functionalities that might be the reason for the charge:
– You have an active subscription
– You have auto top-up enabled on your account It's also some scenarios that describe user behavior that can lead to unrecognized charges.

 

 How do I change or add a credit card in Rebtel?

 

1. If you are on the Rebtel homepage, click on your profile picture and then My account.
2. Go to your profile picture and click on Account settings.
3. Click on Add payment method and enter your credit card details to add a new card.
4. And it's done, your card has been added!

Tip: To delete a credit card follow the first two steps mentioned above then just click on ... beside the card details and select delete.

 

How to pay using Apple Pay?

1. Open the Rebtel app, then check on services at the bottom part of the app.
2. Click on what service you are interested in (Add credits, International calling, mobile top-up) then choose a product.
3. Follow the payment flow instructions until you get to the part where all payment methods are showing.
4. Choose Apple Pay.

 

How to set up Apple Pay?

 

To set up Apple Pay, add a debit, credit, or prepaid card to the Wallet app on your iPhone, Apple Watch, or other compatible device.

To use Apple Pay, you need:

1. A compatible device with the latest version of iOS or iPadOS, watchOS, or macOS.
2. A supported card from a participating card issuer.
3. An Apple ID signed in to your Apple device.

 

 

How to add a debit or credit card for Apple Pay on your Mac or iPad

1. Open Wallet settings on your device.
2. On your Mac model with Touch ID, go to System Preferences > Wallet & Apple Pay.
3. On your iPad, go to Settings > Wallet & Apple Pay.
4. Tap Add Card.
5. Follow the steps on the screen to add a card.
6. Verify your information with your bank or card issuer. They might ask you to provide information.

On Mac models without built-in Touch ID, you can complete your purchase using Apple Pay on your compatible iPhone or Apple Watch:

On your iPhone, go to Settings > Wallet & Apple Pay and turn on Allow Payments on Mac.

 

 

How to add a debit or credit card to your Apple Watch

1. Open the Rebtel app, then check on services at the bottom part of the app.
2. Click on what service you are interested in (Add credits, International calling, mobile top-up) then choose a product.
3. Follow the payment flow instructions until you get to the part where all payment methods are showing.
4. Choose Apple Pay.

 

 

How to add a debit or credit card to your iPhone?

 

In the Wallet app, tap the Add button.

1. Tap Debit or Credit Card to add a new card.
2. Tap Previous Cards to add a card that you used previously.
3. Tap Continue.
4. Follow the steps on the screen to add a new card.

Verify your information with your bank or card issuer. They might ask you to provide more information or to download an app before approving your card for use with Apple Pay.

If you have a paired Apple Watch, you have the option to also add the card to your watch. Eligible card issuers will also allow you to connect your account to view transaction details and account information in the Wallet app. Learn how to connect your account to the Wallet app.

To remove a card from the Previous Cards screen, tap Edit > Remove button > Delete. Then, tap Delete Card to confirm and remove the card from all your devices.

 

How to pay with Maestro card?

This is how you pay with Maestro card:

• Select Debit/Credit Card from the list of payment methods.
• Enter your first 16-digit card number from the 19 digits.
• The last 3 digits of your Maestro card are the CVV number.
• Once the data is entered, you will be redirected to the payment page and asked for the Master Card security code.

 

How to pay with PayPal? 

1. Create a PayPal account.

2. When you register, you have to give your name, address, phone number, and e-mail address. You also have to make up a password (more than six characters, and use numbers and letters).

3. Link a payment method like a bank account or debit/credit card.

4. Verify your account with your email address.

Note: Please consider you will be unable to use PayPal for a free trial or welcome offers.

You can only select PayPal as a payment method to buy Rebtel Credits and 30-day subscriptions.

 

 How do I change or add a credit card in Rebtel?

Follow these steps to add or change your credit card on the website:

1. If you are on the Rebtel homepage, click on your profile picture and then My account.
2. Go to your profile picture and click on Account settings.
3. Click on Add payment method and enter your credit card details to add a new card.
4. And it's done, your card has been added!

Tip: To delete a credit card follow the first two steps mentioned above then just click on ... beside the card details and select delete.

 

My card connected to Rebtel has been compromised

If you believe that your card has been used without your permission, please report it to your bank immediately to prevent further "questionable" use.

A few reminders...

• Please check if any of your family members has used your card prior to reporting it to your bank.
• Never share your card information to ANYONE or in ANY WEBSITE that seems suspicious. If you are unsure, just don't do it.

If this event leaded to payments towards Rebtel being disputed, you would receive an email from us advising you that your account has been locked for security purposes. 

What is a dispute?
A dispute occurs when a cardholder contacts their card issuing bank and demands to have their money returned. Disputes are a feature of the Visa, Mastercard and American Express card networks intended to protect cardholders from fraudulent activity.
Disputes may arise for a number of reasons, including:

• Not as described, where the cardholder claims to have never received the goods, or the goods were materially different from their expectations.
• Not recognised, where the cardholder has no recollection of what a charge in their bank statement relates to.
• Fraud, where the cardholder claims they did not authorize the purchase (e.g. their card information was stolen and used fraudulently).
• Admin error, such as duplicate billing, incorrect amount billed or a refund which was promised but never received.

 

What are the payment limits for Rebtel?

For security reasons and to protect our users' credit cards our payment providers defined a maximum number of successful payment attempts within a defined number of days.

If you exceed this limit then your payment will get rejected. Unfortunately, this is beyond our control.

Depending on whether you are a new or an old user, this limit may vary. If you have any problem, please contact our team.

 

What happens if a transaction is rejected?

Whenever you make a payment, the transaction may take 24 to 72 hours to be processed. During this time, the transaction is placed on hold, and is awaiting approval or denial by your bank.

If your payment gets denied, it will be displayed in red and you will receive an error message. In that case, your bank will not process your purchase and your money should be back in your bank account 3 to 5 days after the payment was declined. If you have any questions regarding a "frozen payment" or unauthorized transaction, please contact your bank.

 

What is a Foreign fee?

A Foreign transaction fee is a fee charged by your bank for all your purchases outside the country where your card was issued. Also, some banks include an International Service Assessment (ISA) Fee on international transactions for companies registered outside the US.

This fee is also known as a foreign transaction fee, and it is not part of Rebtel.

 

What is a ZIP code?

A ZIP Code is a 5-digit number that specifies an individual destination or address. ZIP codes are being used in the US and the Philippines, you usually find them on the left-hand side of the last line of the address.

If you are not from these two countries, you may leave the ZIP code part in making a payment blank. Then your payment should go through after.