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Frequently Asked Questions
Setup|Login|Usage|User Instructions|HD Video|Chat
Setup
What are the devices that can use Telerific and what are their requirements?

Android - Any Android device running version 2.3.3 or above, with 1 GB RAM and a minimum of 32MB free space.
iOS - Any iOS device running version 5.1.1 or above. Compatible with iPhone, iPad, and iPod touch, and optimized for iPhone 5.
How do I install the Telerific app on my device?

Android - Go to the Google Play store and search for Telerific. Click the Install button and follow the screen prompts.
iOS - Go to the App Store and search for Telerific. Click the GET button and follow the screen prompts.
Can I use a phone number I already own?
Telerific requires you to choose a new number.
What Caller ID is displayed with my Telerific number?
The Caller ID displayed is the name that you used when you setup the account.
Is there a limit to how much money I can add to my account?
Yes - In order to protect you from fraud, there is a $40 per week usage limit. If you require more, please go to the Support/Contact page and send us a message.
Can the account name be different than the credit card name?
Yes – In the Billing information section, deselect the Same name on credit card checkbox.
Can I use the same credit card for multiple accounts?
Credit cards are limited to one per account, and cannot be associated with any other accounts.
How secure is my credit card information?
It’s protected with industry-standard encryption by Authorize.net.
How will I know that my account was successfully created and my credit card charged?
You will receive a detailed confirmation email containing the phone number and password.
Login
If I forgot my Telerific phone number how can I retrieve it?
Check your initial confirmation email for your phone number.
PC- Go to the Telerific Home page; click Manage My Account and then click the Forgot Number button. Enter the email address that you used to create the account and you will receive an email listing all of the numbers associated with your account.
Android - If you are logged into the app, then go to the Main Menu; select the Settings tab, and your Telerific number will be displayed. If you are not logged into the app, then go to the Login screen; click on Manage Account and then click on the Forgot Number button. Enter the email address that you used to create the account and you will receive an email listing all of the numbers associated with your account.
iOS - If you are logged into the app, then go to the Main Menu; select the Settings > Account Settings and your Telerific number will be displayed as the Phone. If you are not logged into the app, then go to the Login screen; click on Manage Account and then click on the Forgot Number button. Enter the email address that you used to create the account and you will receive an email listing all of the numbers associated with your account.
What are the password requirements?
Eight alphanumeric characters with at least one letter and one number. It cannot contain more than three consecutive characters.
What do I do if I forgot or need to change my password?

PC - Go to the Telerific Home page; click on Manage my Account and then click the Reset Password button. Enter the Telerific number you received when the account was created. Click on the Request a password reset button and you will receive an email with instructions.
Android / iOS - Go to the Login screen; click on Manage Account and then click the Reset Password button. Enter the Telerific number you received when the account was created. Click on the Request a password reset button and you will receive an email with instructions.
Important: Do NOT use the Android Password option on the Settings tab or the iOS Change Password option on the Settings > Account Settings tab to reset your password. This will cause a conflict within the system and you will need to reset your password the next time you log in.
On iOS devices, the first time I log into Telerific, the Move calls to Mobile screen is displayed requesting me to enter the mobile number of the phone. What is the reason for this information?
Telerific is designed to save you money by using local WI-FI networks. If a WI-FI network is not available, or you travel from an area that has WI-FI to an area that doesn’t, Telerific will automatically switch your call from the WI-FI network to your mobile carrier using the number of the phone you are using. If Telerific does not have this information then the call will fail.
Why am I getting multiple phone numbers when I request a Forgot Number reminder?
Since many phone numbers are linked through one email address, you are seeing all of the numbers associated with the email address that the numbers were setup with.
Usage
How much does it cost to call anywhere in the US?
Currently the rate is 1¢ per minute, excluding Alaska and Hawaii.
What is the cost for calling other Telerific users?
There is no additional cost.
Where can I find the countries and the rates?

PC – See the right-hand side of the Telerific Home page
Android / iOS – Go to the Main Menu; select the Settings tab, then select About, and then Rates.
How do I change my credit card or billing information?

PC - Go to the Telerific Home page. Click Manage My Account, and then enter your Telerific number and password, and then click Log in. Select Credit Card and change the relevant fields.
Android / iOS - Go to the Login screen and click on Manage Account. Enter your Telerific number and password, and then click Log in. Select Credit Card and change the relevant fields.
How will I know when my credit card has been charged or needs to be updated?
You will receive a detailed notification email.
How do I check my billing history and how far back does it go?
Your billing history is available for the last three months for the current credit card on file.
PC - Go to the Telerific Home page. Click Manage My Account, and then enter your Telerific number and password. Click Log in and then Billing History.
Android / iOS - Go to the Login screen and click on Manage Account. Enter your Telerific number and password. Click Log in and then Billing History.
How do I enable or disable Auto-Recharge, change the Auto-Recharge amount, or make a manual payment?

PC - Go to the Telerific Home page. Click Manage My Account, and then enter your Telerific number and password, and then click Log in. Select Refill Your Account; your balance will be displayed, and then select any additional option and follow the prompts.
Android / iOS - Go to the Login screen and click on Manage Account. Enter your Telerific number and password and then click Log in. Select Refill Your Account; your balance will be displayed, and then select any additional option and follow the prompts.
How do I check my call history?
Go to the Main Menu; select the Settings tab, then select the Call History.
How do I ensure that I am getting the best quality signal when I am traveling?
Check the Traveler’s Tips which can be found on the bottom of the Home page.
How many cell phones can use the same Telerific account simultaneously?
Up to five phones may use the same account simultaneously.
How do I contact Customer Service?

Email: Support@Telerific.com
PC - Click on Support/Contact.
Android / iOS – Go to the Main Menu; select the Settings tab, and then Send feedback.
User Instructions
How do I make a call?
Select the triple-line icon in the upper left-hand corner, and then choose the Dialer tab.
How do I redial a call on the Dialer tab?
Press the green handset button twice.
How do I return a call?
Go to the Main Menu. Select the Messages tab and either click-and-hold the entry and select Call back, or go to the message and click the white handset icon in the upper right-hand corner.
How do I get my voicemail?
Go to the Main Menu, select the Messages tab, and then click on the message you wish to listen to.
If the Telerific app is not running or the telephone is turned off, where do my Telerific calls go to?
They will go to your Telerific voicemail.
What is the small squared number display in the upper left-hand corner?
It indicates there was phone activity, such as a missed call or that a message was left.
How can I make a phone call from the Call History tab?

Android - Either press the green handset button next to the entry or select the entry and press the green handset Call Back icon.
iOS - Press on the entry and it will automatically dial the number.
How do I delete a specific call from the Call History tab?

Android - Click on the entry you want to remove and select Remove from call history.
iOS - Currently this feature is not available
How do I clear the complete Call History log?

Android - Select Clear from the drop-down menu in the upper right-hand corner.
iOS - Click on Clear in the upper right-hand corner.
How do I add a new contact?
You can add contacts from the Contacts, Dialer and Call History tabs.
On the Contacts tab, click the + in the upper right-hand corner.
On the Dialer tab, enter your number and then press the face+ icon in the lower left-hand corner.
On the Call History tab - Android - , select the entry and then Add Contact.
On the Call History tab - iOS - Select the Information icon to the right of the entry, and then click the + in the upper right-hand corner which will then display the Contact screen. Enter the contact’s information and click on Done in the upper right-hand corner.
How do I save the voicemail contact info?

Android - Go to the Main Menu. Select the Messages tab and either click-and-hold the entry and then select Save to contacts, or click on the voicemail entry and use the drop-down menu in the upper right-hand corner and select Save to contacts.
iOS - Go to the Main Menu. Select the Messages tab and click on the Information icon to the right of the entry. This will display the Voicemail screen. Click on the name of the caller; it will display the Sender screen and click on Create New Contact.
Where are my contacts stored and can I access them from a different phone?
Telerific stores your contacts giving you the flexibility to access them from any phone using the same Telerific number.
How do I change the Telerific ringtone?

Android - Go to the Main Menu, select the Settings tab, and then select Select ringtone.
iOS - Go to the Main Menu, select the Settings tab, and then select Select ringtone.
On the Android Settings tab / iOS Settings > Account Settings tab, there is a Make calls using option. What setting should it be?
Important: This setting should always be set to Telerific.
On iOS devices in the Settings > Account Settings tab, there are My Phones and Phone to call me on options. What settings should they be?
Important: These settings should always be set to Telerific.
How do I logout of Telerific?

Android - Select "Log Out" from the drop-down menu in the upper right-hand corner.
iOS - Go to the main menu and click on Logout.
HD Video
What are the minimum requirements to use HD Video?
The device should support a minimum resolution of 720 x 480.
How do I start the Video function once I am on a voice call?
Press the Video Camera icon or alternatively you may press the add Video icon.
Note: It is also possible to have a one-way video call.
What does The other party cannot make video calls mean?
It means that their device does not contain a camera.
Video is active on both sides but why are we not seeing each other?
On devices that have a front and rear-facing camera, it may be necessary to press the Camera icon with circular arrows on the lower right-hand side to swap the camera’s view.
How do I turn off the video function without disconnecting the call?

Android - Press the small video window or the Camera icon with a slash on the lower left-hand side.
iOS - Press the Keypad icon on the lower right-hand side and then press the Video Camera icon.
How do I return to the in-call options menu from a Video call?

Android - Currently this feature is not available.
iOS - Press the Keypad icon on the lower left-hand side.
How do I fully disconnect a video call?
Press the red button with the white handset on it.
Is there a way to improve my video reception?
Because video uses a lot of bandwidth, your signal may improve if you have access to a local Wi-Fi connection.
Chat
Where is chat and how do I login?
Go to the Main Menu and select the Chat tab.
Do I need a username and password to login into Chat?
You do not need either a username or a password. Telerific automatically logs you into Chat when you start the app. However, if you previously signed out of Chat then you will need to click on the Sign In button.
How do I log out of Chat?

Android - Go to the Chat tab; select the drop-down menu in the upper right-hand corner and then select Sign out of ‘Chat’.
iOS - Go to the Chat tab; select More in the upper right-hand corner, and then select Sign out of chat.
How do I add a Chat contact?

Android - There are two ways to add a chat contact. Go to the Chat tab and either use the drop-down menu in the upper right-hand corner and then select Add a 'Chat' Contact. Alternatively, select the icon showing a file folder with a plus sign in the upper right-hand side and then select the + in the upper right-hand corner.
iOS - Go to the Chat tab; select More in the upper right-hand corner, and then select Add a chat contact.
How do I choose one of my contacts to chat with?

Android - Go to the Chat tab and click on the icon showing a file folder with a plus sign in the upper right-hand side. This will display the Choose contact to chat with screen. Alternatively, you can search for a contact by entering the contact’s information into the Search Chat Contacts field and then select the magnifying glass icon.
iOS - Go to the Chat tab; select the > to the right of New chat. This will display the Choose contact to chat with screen. Alternatively, you can search for a contact by entering the contact’s information into the Search Chat Contacts field and then select the magnifying glass icon.
Where are my Chat contacts stored and can I access them from a different phone?
Telerific stores your Chat contacts giving you the flexibility to access them from any phone when using the same Telerific number.
What is my Chat ID if I want to share it with other Telerific users?
Your Chat ID is your Telerific phone number followed by @im.telerific.com. For example: 3473473478@im.telerific.com.