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How do I open an account?
Go to Account Center SIGN UP page and enter all of your information. When you complete the online application and purchase minutes, your new PIN number will be sent to your email address.
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What if I forget or lose my PIN?
If you forget or lose your PIN number, you must call the Customer Service 1-800-324-5028. A Customer Service representative will verify account information and provide your PIN.
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What if I forget my password?
Go to Account Center LOG IN page and select Forgot My Password quick link. You will be prompted to enter your PIN number. The system will only email your password to the email account of record in our system. Please ensure you are checking the correct email account for the message.
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How do I change my password?
To change your password, you must call the Customer Service 1-800-324-5028.
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Why do I need to provide a Secret Question?
This is used in the event you cannot access your email account, or you have to call with a charge dispute. The secret question is used as an additional step to ensure the security of your account.
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What if my PIN number is compromised or is being used by someone else?
Immediately contact SPAWAR Customer Service at 1-800-324-5028 and request a new PIN number.
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Why is my account locked?
The system will lock your account for 45 minutes after 3 failed login attempts. Please wait and try to log in later or contact SPAWAR Customer Service at 1-800-324-5028
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How do I use the Warfighter Calling Cards service?
To use the Warfighter calling cards service from any SPAWAR IP phone, you simply dial 1+ area code + the number you are calling, wait for the tone, then enter your 10 digit Personal Identification Number (PIN). The system will announce your account balance and complete the call.
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Does SPAWAR offer directory assistance or operator assisted dialing if I do not know the number I am calling?
No. Due to the complexities of IP-based calling, and in order to keep the rates extremely low, SPAWAR does not offer operator services. SPAWAR recommends that you use http://www.superpages.com for your general number lookups.
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How do I view the amount of money I have on my account?
Go to Account Center LOG IN page, put in your PIN and password, and you will have access to your balance and phone calls.
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How do I add credit to my account?
Go to Account Center LOG IN page, put in your PIN and password. From the account management page, you can buy additional time on your calling card account, i.e. Recharge Your PIN.
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Are my unused minutes refundable if I do not use them up before I return home?
Unused minutes are not refundable, but SPAWAR does offer a domestic toll-free number 800-869-2674 that can be used for the remainder of your minutes. Please note that because of the 2 cents per minute surcharge when using the domestic toll-free number, calls are billed at a higher rate as indicated in the Rate Table. This domestic 800-number is also available on the Customer Service page.
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What are the current long distance rates?
Continental United States (CONUS) long distance and most areas in Germany are billed at $0.04 per minute. Mobile phones in Germany and all other International LD rates vary based upon market conditions, and may be viewed at the Long Distance Rates page.
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How much do calls to U.S. cost?
All calls to U.S. are billed at 4 cents per minute from SPAWAR Internet Cafes. |
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What if my PIN does not work, even though my account shows sufficient credit?
Please email or call SPAWAR Customer Service at 1-800-324-5028 (this is a free call)
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How do I dial International calls?
Simply dial the 011 + country code + destination local number, wait for the tone, and enter your 10-digit PIN number.
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I just received an email from SPAWAR Customer Service asking for my credit card number or PIN & password. What should I do?
SPAWAR support will NEVER contact you first and ask for this information, but they will reply to your message. If you previously sent an email or feedback message to the SPAWAR support team, they may need additional information to locate your account or verify your identity.
There is a common Internet scam called PHISHING, in which someone sends out an email masquerading as a legitimate support staff. In no circumstances should you ever give out your credit card number unless you need to call SPAWAR at the contact numbers listed at the Customer Service page, and even then you will generally only be asked for the last 4 digits of your credit card number as validation.
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How do I request credit for a call?
You must call the Customer Service 1-800-324-5028 (this is a free call) and request a credit. |
I purchased the calling card, and only $5.00 is added to my account. What happened?
Occasionally the automated credit card processing goes down and the cards have to be processed manually. When this happens you will initially be credited the $5.00 and then the remainder within 1-2 days. Please allow another day or two for the process to finish then check your balance again.
If the remaining money is not credited to your account within a few days, please contact SPAWAR Customer Service toll-free at 1-800-324-5028.
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I still have extra minutes available on my PIN. Can I use my minutes from U.S.?
SPAWAR does offer a domestic toll-free number 800-869-2674 that can be used for the remainder of your minutes. Please note that because of the 2 cents per minute surcharge when using the domestic toll-free number, calls are billed at a higher rate as indicated in the Rate Table. This domestic 800-number is also available on the Customer Service page.
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When are my minutes available?
The credit card processing usually completes within 24 hours. Occasionally this may take a while longer. If issues occur during credit card processing you will initially be credited with the $5.00 and then the remainder within 1-2 days. |
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All phones are down at our site. What do I do?
Immediately contact SPAWAR Site Support at the DSN number 318-443-6198 or DNVT PHONE: 318-443-6198 also listed on the Customer Service page.
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