General Questions
1.1 What is LUNAphone?
LUNAphone.com offers you an easy way of making international phone calls using PC and SIP devices.
1.2 What is LUNAphone Dialer?
LUNAphone Dialer contains the following elements:
Figure 1. LUNAphone Dialer :: Call Even to the Moon!
o
LUNA
icon on the top – Click on
LUNA icon to get into your web interface and check
Call
Historyo
+ Sign – Click on
+ Sign to
Add Money
to PIN
o Login/Logout
Arrow – Use this arrow for logging in and out
o Volume Bar – Use Volume
Bar to
adjust sound volume
o Dial Pad – Use
buttons with numbers to dial the phone number
o Call Button – Click Call Button
after you dialed the number to initiate the call
o Hang UpButton – Click Hang
Up Button to
break established connection
o
Status Bar –
Status bar shows connection status
- Service Unavailable – This means that you are NOT logged in or your PIN and password are not correct.
- Ready to Call – You are logged in and ready to make a call
- Trying – connection is trying to be established
- Ringing – Phone is ringing on your party’s side. You do NOT get billed when you see Ringing
status.
- Operating – This status means that connection has been established and timer shows call duration.
1.3 What is LUNAphone WEB Dialer?
LUNAphone WEB dialer is a new tool enabling LUNAphone
users to make calls though web. LUNAphone WEB Dialer has the same options as an
ordinary
LUNAphone Dialer. Find more information
about LUNAphone WEB Dialer and test it at
http://www.LUNAphone.com/web/1.4 How Much Traffic Does LUNAphone Consume?
LUNAphone
uses G.729 codec for transmitting voice. It implies 32kBit per second capacity usage. Traffic is consumed only during the
conversation time, so the program consumes almost no traffic when it is active
but call is not going.
1.5 How Do I Dial Phone Number?
In order to place a call with LUNAphone, please dial phone number using
the following format:
Country Code + Area Code + Local Number
Working Examples
(using the country code "1" for calling USA):
+ 1 (650)
292-1153
+16502921153
00 1 650 292
1153
011-1-650-292-1153
You do not need to include 00 or 011 before
the phone number. Anyway, if you do enter it, this will not cause an error
because LUNAphone truncates the number automatically.
When dialing phone number you can use any separators like spaces, dashes,
etc. This will not lead to an error; LUNAphone just ignores these symbols while
dialing the phone number.
1.6 Which Countries Can I Call?
LUNAphone allows making calls to all standard
proper and mobile numbers in the world at competitive rates. It might not be
possible to access some premium service numbers or other special numbers in
some countries. Rates and country codes are available
on
http://www.LUNAphone.com1.7 Can I Make Calls from Different Computers?
Yes,
once you have active PIN you can make calls from any computer using this PIN.
1.8 Can I Make Several Simultaneous Calls Using One PIN?
We do
not allow this at the moment. Only one outgoing call is possible for one PIN.
1.9 Can I Evaluate the Quality of Service before Making Payment?
1.10 I Have Lost My Password. How Can I Recover My PIN Information?
To
recover your LUNAphone PIN information please send email request to
info@LUNAphone.com. Please do not forget to include your original email address
which was used during registration.
1.11 Are My Calls Secured?
Calls to standard telephone or mobile numbers are
encrypted until they reach public switched telephone network.
1.12 Can I Make a Record of My Call?
This service is temporally unavailable. However, we are planning to introduce this feature in future.
1.13 Can I Use LUNAphone for Accepting Incoming Phone Calls?
This service is temporally unavailable. However, we are planning to introduce this feature in future.
1.14 Should I Enter PIN and Password Every Time I Use LUNAphone?
If you
click on Logout button PIN and Password are not saved. In order to save
information you should close LUNAphone Dialer without logging out.
1.15 How Can I Contact LUNAphone Team?
Technical Questions
2.1 Hardware and Installation
2.1.1 How Do I Install LUNAphone?
Please
download LUNAphone from
http://www.LUNAphone.com and install it on your computer. If you have PIN, you
can make calls immediately after LUNAphone is installed. To learn how to get LUNAphone
PIN,
click here.
2.1.2 Is My Operation System Compatible with LUNAphone?
LUNAphone works under all Windows Systems beginning with Windows 98.
2.1.3 What Accessories Do I Need to Start Making Calls?
All you need in
order to make calls with LUNAphone is PC connected to the Internet, sound card,
headphones and microphone. With this standard home-computer equipment you are ready
to start making calls.
2.1.4 Can I Use LUNAphone with IP Phones and Analogue Telephone Adaptors (ATA)?
2.1.5 What Bandwidth Do I Need to Make Calls?
LUNAphone
works well with Dialup at 50 KBit/second.
2.2 Dialing Problems
2.2.1 I Have Problems with Making Calls. What Should I Do?
We recommend you always check your PIN balance
before making a call. To call specific destination you need to have enough
credit for 1 minute call. If your balance indicates sufficient credit, check
the format of the phone number you are calling. If you still do not succeed,
please try to use WEB LUNAphone:
http://www.LUNAphone.com/web/ or contact LUNAphone Team:
http://www.LUNAphone.com/contacts.php32.2.2 Can I use LUNAphone with Firewalls Installed on My PC?
Following
ports should be opened for correct work of LUNAphone:
|
Port
|
Protocol
|
Description
|
|
1719
|
UDP
|
H.323 Gatekeeper
RAS port
|
|
1720
|
TCP
|
H.323 Call Signalling
|
|
1812
|
UDP
|
RADIUS server in LUNAphone
|
|
3478
|
UDP
|
STUN service
|
|
3479
|
UDP
|
STUN service
|
|
5002
|
TCP
|
MLP protocol server
|
|
5003
|
UDP
|
Neighborhood service
|
|
5060
|
UDP
|
SIP UAS
|
|
5060
|
TCP
|
SIP UAS
|
|
49152-65535
|
UDP
|
RTP, RTCP multimedia streaming
|
|
2.2.3 My Balance is Positive but I Cannot Make Calls. What Should I Do?
Possibly your
PIN has expired, please see Billing Terms for more information. Otherwise, please check your
computer settings.
2.3 Problems with Voice Quality
2.3.1 Sound Quality Is Bad. What Should I Do?
PSTN calls rely on traditional phone networks,
which may have fluctuations in capacity and quality of termination. Please try
your call again after some time.
2.3.2 I Cannot Hear the Person on the Other End. What Should I Do?
There are several
reasons why you may be experiencing this difficulty. Read through this
troubleshooting checklist to find the possible solution.
· Make sure that both your microphone and speakers
are connected to your computer in the proper inputs. Even if you are using a
headset, there is often a separate plug for both your headset speakers and the
affixed microphone.
· Check to see if your speakers and microphone have
their own volume levels and increase the level.
· Make sure your Windows audio volume is not set to
"mute". Double-click on the speaker icon in your system tray and
check to see that none of the "mute" options are checked.
· Make sure nothing else is running on your computer
(CD player, MP3 player, answering machine, etc.) that may be using your sound
card. Close all these programs and try placing the call again.
Financial Questions
3.1 Making Payment
3.1.1 How Do I Pay for LUNAphone Service?
We accept payments form Visa, MasterCard,
Discover, American Express, Diner’s Club credit and debit cards. We also accept payment through PayPal, MoneyBookers, WebMoney and
PayCash payment systems. To make your first payment online, please, visit
http://pin.LUNAphone.com/?Register. To get more information about payment opportunities,
send your inquiry to
info@LUNAphone.com3.1.2 I Made Payment for LUNAphone. When Do I Get PIN?
In order to minimize online fraud and protect
our customers, it could take up to 24 hours to process your transaction and
send you PIN details. If you do not receive PIN details after this time, please
email
Support@LUNAphone.com with your receipt number (you will get it
automatically as soon as you sign up) so we can trace your payment details.
3.1.3 I Added Money to My Account. When Will My Balance Be Updated?
Your balance is automatically updated when our
antifraud system accepts your payment. Internet fraud is an overall concern and
we don’t want our customers feel uncomfortable with this problem. If you still
have questions, please send email request to
Billing@LUNAphone.com. Do not forget to include your PIN and date when you
made payment.
3.1.4 My Payment was Declined. What Should I Do?
Please send email request to
Billing@LUNAphone.com. Do not forget to include your PIN and date when you
tried to make payment.
3.2 Billing & Tariffs
3.2.1 How Do I Add Funds To My PIN?
The easiest, quickest way to add funds is by
using a credit card and making a purchase over our secure server. Learn about
additional payment opportunities
here.
It is easy to add funds to your PIN directly
through your LUNAphone Dialer. After starting LUNAphone, simply click on the
'+' icon on LUNAphone Dialer to add funds to your PIN. This action logs you
into web interface allowing you to manage and control your account. Apart from
adding funds to your PIN you will also be able to modify PIN details, learn
useful hints and find many additional options.
3.2.2 What Are the Billing Terms?
Billing Terms are 6/60/6.
This means that calls shorter than 6 seconds are not billed; calls longer than
6 seconds but shorter than 60 seconds are rounded to 60 seconds; calls longer
than 60 seconds are rounded with 6 second interval.
3.2.3 Are there any Hidden Fees?
No, there are no signup fees and monthly fees.
You only pay for calls you make using LUNAphone.
3.2.4 Is It Safe to Enter My Credit Card Details on LUNAphone.com?
LUNAphone is dedicated to securing your
purchases with the latest technology: The purchase area of
http://www.LUNAphone.com is completely secure. LUNAphone website is utilizing
industry-standard Secure Sockets Layer (SSL) technology allowing the encryption
of potentially sensitive information such as your name, address and credit card
information. Using our secure server your credit card details are encrypted
before being sent over the internet.
3.2.5 My Call Was Broken. How Do I Get Billed?
In this case you are also billed according to general
LUNAphone
Billing
Terms.
3.2.6 Do Call Rates Depend on Country from which I Make Call?
No, LUNAphone call rates are the same no matter
where you are calling from and only vary depending on where you are calling to.
For pricing information please see LUNAphone Rates List:
http://www.LUNAphone.com/rates.php3.
3.2.7 Can I Find LUNAphone Rates Denominated in Other Currencies?
3.2.8 What is an Expiration Period for My PIN?
Credit on your LUNAphone Balance remains active
for 45 days after the first phone call.
When you add money to your account number of
days to expire is set to 45 days again.
3.2.9 How Do I Get Refund?
We want all of our customers to be happy! If
you are not, for any reason, please let us know and we will do our best to
resolve the situation. We will offer you a full refund if we are unable to
resolve the problem. To apply for refund, please contact
Billing@LUNAphone.com. Please do not forget to include the reason for
refund into your message.
3.2.10 Is It Possible to Decrease Rates to Some Destinations?
Please send us your suggestions to
info@LUNAphone.com, we will consider and probably implement them.
3.2.11 How Can I Check My Balance?
Your balance is displayed on the top of your LUNAphone
Dialer.
3.2.12 Where Can I Find Call History?
Please click on LUNAphone icon on the top of
your LUNAphone Dialer to get into CDR web interface.
3.2.13 My Credit Card Was Charged but I Did Not Authorize the Purchase. What Should I Do?
Please
contact
Billing@LUNAphone.com to describe the problem. Do not forget to include
your First Name, Last Name, Email, Phone, Address, 4 last figures of your
credit card number and date when transaction was made.
FAQ for Resellers
4.1 What Cooperation Opportunities is LUNAphone Interested in?
We are
interested in any kind of cooperation that is mutually beneficial. We will be
glad to receive information about your company and your proposals at
info@LUNAphone.com.
4.2 How Do I Become LUNAphone Reseller?
4.3 What Kind Reseller Programs Does LUNAphone Offer?
Thank
you for your interest in LUNAphone Reseller Program.
Being LUNAphone
Reseller you can:
· Get Reseller Markup of up to
50% and set your own rates for end users.
· Monitor call details and create
PINs in convenient Reseller Web Interface.
We
offer you two Reseller Programs
4.4 What Is Markup Reseller Program?
When
you make a purchase, you receive Reseller Markup which becomes your profit when
you sell PINs.
Reseller
Markup depends on the amount of purchase.
Markup
Schedule:
30% for $500 (e.g. you get $650 worth of PINs when you pay $500)
35% for $1,000 (e.g. you get $1,350 worth of PINs when you pay $1,000)
40% for $3,000 (e.g. you get $4,200 worth of PINs when you pay $3,000)
45% for $5,000 (e.g. you get $7,250 worth of PINs when you pay $5,000)
Special terms may be available for Distributors. To learn how to become LUNAphone Distributor in your country, send an email message to a
info@LUNAphone.com4.5 What Is Wholesale Reseller Program?
Wholesale
model allows you an option of setting up rates for end users.
You
pay only for traffic generated by PINs under your Reseller Account according to
Wholesale Rates.
Wholesale
Reseller must submit minimum monthly payment of $10,000.
Before
subscribing to the Wholesale Plan you have to work as a Markup Reseller for 3
months.
4.6 Can I Be Exclusive Reseller in My Country?
4.7 Can I Get Private-Branded Solution?
Yes, LUNAphone
offers Private-Branded opportunities for Resellers.
Softphone
and Web Interface for Resellers and End Users Customization imply one time
payment of $2,000. But if you deposit on your account $3,000 or more, customization
will cost you only $1,000.
With
Softphone Customization, you also get for free Web Interface Customization + 6
months of using your Private Branded Web Interface at no cost.
Customization
of Reseller and PIN user Web Interfaces costs $200.
Monthly
tariff for using Private-Branded
web interfaces is equal to $50.
4.8 What Information Should I Provide to Become LUNAphone Reseller?
To
become LUNAphone Reseller you need to provide following information:
· Company Name
· Year Incorporated
· CEO First Name
· CEO Last Name
· Country
· ZIP
· State
· City
· Mailing Address
· Phone Number
· Fax
· Email
· Website URL
· Business
Description
· Bank
Information
· Banking
Account Number
4.9 How Do I Open Reseller Account?
Reseller
Account will be created automatically after first Reseller payment is
submitted.
4.10 How Do I Make Reseller Payment?
First
payment from Reseller can be accepted only as Banking
Wire Transfer. Further payments can be done by means of Credit Card, PayPal,
MoneyBookers, WebMoney, PayCash.
4.11 What Information Do I Need to Submit to Make Credit Card Payments?
To
make payments by means of credit card you need to send the following set of
documents to
Billing@LUNAphone.com:
· Completed Credit Card Payment
Authorization Form
· Copy of both sides of your
Credit Card
