FAQs

1. Skype out, Google Voice, and those type of services use a shared pool of access numbers for outbound calls. Because of this, if you add them to the pinless dial on your account, anyone who is calling from one of these services has the ability to make calls from your account. To prevent this from happening, we actively block known caller IDs from these sites. Unless you have an upgraded version of the service with your own unique phone number that is passed in the caller ID, you should not enter Skype or Google Voice into your pinless dial settings.
2. The DTMF translation from free VOIP services to our IVR generally does not work. You will find that trying to enter your account number or a destination in India will result in our system telling you that it does not recognize the account number or the number dialed. This is an issue with poor call quality and different signaling standards being used by those systems.
3. Free and low cost VOIP providers often block our access numbers. In cases where they are providing a free service, this is perfectly reasonable, and up to the provider. In the case of cheap VOIP calling outfits, this is often unscrupulous behavior on their end in order to sell you their own international calling services. If you have a home phone that is VOIP (like phone with your cable system), you will be able to reach our access numbers and make calls, but if you are trying to use a free VOIP service like Google Voice you will may have difficulties using IndiaLD.

We generally do an excellent job of connecting calls to India. Our completion rates and average calls times are amongst the best out there, and we work directly with the largest international wholesale carriers in India. That being said, India is a big place with a very overloaded and in some places outdated telecom infrastructure.

What that means is sometimes we have problems connecting to a number in India. If this is happening to you, contact our customer service department and tell them the following:

1. Where you are calling from.
2. What access number you are using.
3. What number you are trying to call in India.
4. Whether that number in India is land or mobile.
5. If its mobile, tell us the operator. If it is land, tell us the city.

We will take this information and work directly with our carriers to fix calling to that number. We are a large enough wholesale customer, that our carriers are very responsive and will fix these issues for us. We just need to know from you where the problem is.

There could be one of two reasons why you get this message:

1. If you are a new customer, you are likely calling the wrong access number. Some of our plans are only open to certain access numbers. Please use the access number listed on your account home page.If you are calling from outside the USA, please make sure that you did not purchase one of our USA calling plans. If you have accidentally purchased a USA calling plan instead of our international calling plan, please contact customer service to switch your plan.
2. If you are an existing customer who has successfully made calls in the past, then you are probably getting this error because there was a problem renewing your account. Please check to see if your account is active or not, and contact customer service to resolve the problem.

First let’s talk about how the number should be formatted when you add it to our pinless dial table. Do not use (), +, -, or letters. Just put the digits of your phone number.

USA and Canada Numbers – These numbers should be formatted with the area code first and then the rest of the number, i.e. 2135551234. Do not put the 1 before the area code.

All Other Numbers – These numbers should start with the country code, followed by the rest of the phone number, i.e. 44233188199. Do not put a + in front of the number, or a 0 after the country code.

Now that you know how to format your number, to add someone to your Pinless Dial, follow these steps:

1. Login to your account.
2. On the Account Home Page, click on the Add New Pinless Dial link.
3. Now you need to add the phone number you want to be able to make calls with. Make sure the number is formatted correctly for your country.
4. With the phone number added, the caller can now dial our access number, and make an international call without entering their PIN.

Important: By adding someone else’s phone number to your account, you are sharing your minutes with them. When they make a call, it will deduct from your monthly minutes. If you are over your monthly minutes, the call will be charged 1.9 cents per minute which is our normal overage fee.

After you have purchased a plan, call one of our access numbers located in 12 countries. When prompted, dial the number you want to reach in India. When calling India, be sure to include 011 91 (the international code and India’s country code) before the number. Our access numbers are regular phone numbers, and you are responsible for the cost of calling them.

To call phone numbers in the US or Canada, enter 01 then the area code then the rest of the phone number. For instance 015306455555. Do not start by dialing 1 or 011.

In order to keep our plans at rock-bottom rates, we need to keep our costs low. This means that we do not offer local access numbers in all major cities/states. When you sign up for an account, we will issue you an access number that will be located in one of several different states.

In order to avoid paying local long distance, please make sure that you call us from a phone with a flat rate nationwide calling plan.

If you want to redial the last number you called, wait until the call has ended. When the prompt asks if you want to make another call, select 1 then dial 00.

If you discover that one of your calls is showing up as being 2 or 3 hours long, and that was not the case, submit our contact form and tell us about the problem.

Make sure that you include the call time, destination, and actual length. This happens rarely, but there is a bug in our system that sometimes triggers this problem.

Your month starts the day you create an account with us and will be good until that day next month. If for instance you purchase our 1000 minute plan on April 15th, then your month will run from April 15th through May 14th. On May 15th at 12:00 AM Pacific Time, your account will renew and you will get a fresh set of minutes.

If you use up all of your monthly minutes, then you have several choices how to proceed:

1. You can use our Top Up Tool (read next FAQ) to purchase additional minutes for your account.
2. You can upgrade your account to a higher monthly plan.

You should use the Top Up Tool if you are going to need to make a hundred minutes or more worth of calls for the rest of the month. You should upgrade your plan if you think you will need more minutes every month going forward.

Our Top Up Tool allows you to purchase additional minutes for your monthly plan. If for instance you find yourself making more calls than usual to India one month and are running out of minutes, you can login to your account, select the Top Up link and purchase additional minutes.

Top Up Minutes are purchased in blocks of 100 minutes. You will be charged the same per minute amount for Top Up minutes as you would for your monthly minutes. Top Up Minutes do not rollover from one month to the next. You must use your Top Up minutes before your monthly renewal date.

Unlimited plans, Quarter Calls, and our 1.5 Cent Calling Card cannot use the Top Up Tool.

No. Monthly minutes and Top Up minutes do not rollover from one month to the next. If you are concerned about unused minutes, you should adjust your monthly plan to an amount of minutes that you are comfortable with, then use our Top Up tool to purchase additional minutes.

No you are not. While our plans automatically renew each month, you can cancel at any time. A contract would require that you buy more than one month’s worth of minutes, and we do not do that.

If you only need India LD for one month, just submit our Contact Form towards the end of the month and we will cancel your account.

Most of our customers call India a lot, and they call every month. Our automatic renewal is a convenience for them so they don’t have to worry about buying more minutes.

If you do not want to be on a monthly plan that automatically renews, we also offer 3 Pay As You Go Plans: PAYG Minutes, Quarter Calls, and the 1.5¢ Calling Card. All three of these plans have a 90 day validity and must be manually recharged.

We have a strict no refund policy. Once a payment has been processed we cannot issue a refund, except in the case of the 30-day money back guarantee.

Our 30-day money back guarantee is for first-time customers who have not exceeded 50 minutes of calling, who cancel and request a refund within the first 30 days of service.

Yes. You can upgrade or downgrade your monthly plan automatically by logging into the Account Management Area and selecting the Change Plan button.

Downgrading can only occur at the end of your monthly billing cycle. We do not issue refunds for already purchased minutes. You can downgrade your account at any point in the month, but the downgrade will not take place until the start of your next billing period.

Upgrading can occur either immediately or at the end of your billing cycle.

For example, if you upgrade from 1000 minutes to 1500 minutes and want to do it immediately, then we will charge you the difference between the cost of the 1000 minute plan and the 1500 minute plan (in that case $5.00), and add the additional 500 minutes into your account for immediate use.

If you want to upgrade at the end of the month, then there is no charge until your account’s billing cycle ends. At that point you will be charged for your next month at the 1500 minute plan rate.

We do not offer rollover minutes to the next month. For customers who are worried about unused minutes, we suggest that they either downgrade to a lower plan or move into one of our Pay As You Go plans with a 90 day validity.

Before you cancel your account, ask why?

If you are canceling because you are going back to India and don’t need minutes for a while, use our Suspend Account feature. It will move you from a monthly plan into a PAYG Minutes plan with 0 balance. Doing this will remove you from our scheduled billing system, but it will keep your account information active with us. That way, when you need to use IndiaLD again, your account and information will still be active in the system.

To suspend your account, login and click the Change Plan button. This will launch our plan change window. Select the Suspend Account option and follow the instructions.

If you are canceling because you do not plan on using IndiaLD ever again, please contact us by phone or email and we will assist you.

Note: All cancellations must be made at least 24 hours before the next billing date. To cancel your account please contact customer service via the contact form above, by email at support@indiald.zendesk.com, or by calling us during normal business hours (Monday to Friday 9am to 5pm Pacific Time). Please have available your account number, full name and the email address used in the account.

We have a strict no refund policy. Once a payment has been processed we cannot issue a refund, except in the case of the 30-day money back guarantee.

30-day money back guarantee.

We value our customer satisfaction. If you are not satisfied with our service, please let us know within the first 30 days of service, and provided you are a first time customer and have used less than 50 minutes of calling, we will issue a full refund.

You can reset your password here.

If you reside in the United States, then a recovery fee will be charged as a separate line item on all charges to your account.

Part of the fee charged to you covers our contribution FCC’s Universal Service Fund. The USF was recently expanded to include VOIP services. The USF is a percentage of the sales amount charged for VOIP services. The percentage is determined from the FCC and is subject to change each quarter. The current USF rate can be found here.

Other portions of the fee go towards making sure that we are complying with any and all local, state, and federal regulations.

India LD services have a recurring monthly charge – which means we charge you every month for your monthly service fee for that upcoming month. We also charge for any additional billable calls you have made from the prior month.

Yes, yes, and yes. IndiaLD has full online account management and call history reporting. All of these features are available when you login to your account.

If you believe there is an error on your bill or have a question about your service, please call IndiaLD customer support at (916) 299 1011

If you are not satisfied with IndiaLDs response, submit a complaint to the California Public Utilities Commission (CPUC) by visiting http://www.cpuc.ca.gov/complaints/. Billing and service complaints are handled by the CPUC’s Consumer Affairs Branch (CAB), which can be reached by the following means if you prefer not to submit your complaint online:

Telephone: 1-800-649-7570 (8:30 AM to 4:30 PM, Monday through Friday)

Mail: California Public Utilities Commission, Consumer Affairs Branch, 505 Van Ness Avenue, Room 2003, San Francisco, CA 94102

If you have limitations hearing or speaking, dial 711 to reach the California Relay Service, which is for those needing direct assistance relaying telephone conversations, as well their friends, family, and business contacts. If you prefer having your calls immediately answered in your mode of communication, dial one of the toll-free language-specific numbers below to be routed to the California Relay Service provider.