Q: My STRATO domain is not recognized in the registration process, what can I do?
A: When it is not possible to identify you as a STRATO customer in the registration process, you are still able to register for the 1 £ credit account. If this is the case, please contact our support desk so we can identify you as a STRATO customer. The remaining credits will be added to your account as soon as we have identified you as a STRATO customer.

Q: I did not receive an e-mail after registration, when can I expect this?
A: The e-mail is sent directly after registration. Please keep in mind that some e-mail programs may be diverting our e-mails into a spam folder. So if you do not receive our e-mail, please check your spam folder. If you cannot find the e-mail in your spam folder, please contact the PushCall support desk.

Q: I am unable to log in with my account details, what can I do?
A: Please note that both username and password are case sensitive. To prevent typing errors, we advise to copy the account details from the registration mail and paste them to the appropriate field.

Q: Where can I find the code generation page on your website?
A: You can find the code generator here.

Back to top

Q: What services does the widget contain?
A: The widget contains our Web to Phone service (online customer calls directly from the browser window, without the need to install any software), our Call me Now service (online customer enters a phone number and is automatically and directly connected to your destination number), our Call me Later service (same as Call me Now, but in this case the online customer adds a day and time he wants to be connected), Chat and Mail.

Do you want more information on this subject? Please check out the PushCall manual.

Q: I don't want to use all services, is that possible?
A: Yes. All services are activated during registration, but you are able to deactivate services in the web interface. Go to your control panel, choose the tab of the service you want to edit (Voice, Chat or Mail) and click on 'edit settings'. When a service is not checked, it is not active.
Note: when you do not want to use all services, we suggest that you use the Flash Overlay widget, since this widget does not show the inactive services. In the Pizza widget, the inactive services are shown greyed-out.

Do you want more information on this subject? Please check out the PushCall manual.

Q: I want to use a different target name, is that possible?
A: Yes, but only in a pro account. Once you converted to a pro account, you can easily add, edit and delete targets in the control panel of your web interface.

Note: when you change the target name in your web interface, do not forget to change the target name in the widget code on your website as well!

Do you want more information on this subject? Please check out the PushCall manual.

Q: I want to change my destination number, is that possible?
A: Yes, but only in a pro account. Once you converted to a pro account, you can easily edit your destination number in the control panel (voice tab - edit voice settings) of your web interface.

Do you want to change your destination number during the test period? Please contact the PushCall support desk.

Q: I want a custom design for the widget and the pop-up windows, is that possible?
A: Yes, we charge a one time set-up fee of 1250 Pound excl. VAT for custom design. We integrate the design to our platform and we host the design as long as the account remains active.

You can find examples of custom design here.

Do you want to add custom design to your PushCall account? Please contact the PushCall support desk.

Q: My £ 5 credits are almost used, how can I add credits?
A: You have 2 options:
(a) You can add credits in your web interface. Note that the credits are carried over to your pro account once you convert, but the credits are non-refundable. When you decide not to convert to a pro account, you loose your credits.

(b) You convert your account to a pro account in your web interface. Once converted, the variable service costs are automatically debited and you no longer risk services to be unavailable for your online customers.

Q: I want to add predefined answers to my chat operator account, is that possible?
A: Yes, but only in a pro account. You can convert to a pro account in your web interface. This option becomes directly available once you have converted your account.

Do you want more information on this subject? Please check out the PushCall manual.

Q: I want to end my test account, how can I do that?
A: You can contact the PushCall support desk to remove your account. Once the test period has ended, your test account is deactivated automatically. Your account will be removed when it is inactive for a period of time.

Note: do not forget to remove your widget from your website.

Back to top

Q: I want to convert to a pro account, but my test account has not yet expired. Is it possible to convert before the test period ends?
A: Yes, you can always convert to a pro account in your web interface. Your free test period remains valid.

Q: What are the advantages of a pro account?
A: PushCall debits your subscription fee automatically which ensures you that your online customers are always able to use the widget to contact you.

A pro account also offers additional functionality like changing your destination number, adding predefined answers to your chat operator account, etc.

You can convert to a pro account in the control panel of your web interface.

Q: What is the contract period of a pro account?
A: We do not use a contract term; you can always terminate the services without any additional costs. When we receive your termination at least 7 days in advance of the start of the next subscription period, PushCall will not charge the next period.

Q: I want to change my target name, how can I do that?
A: Go to the control panel of your web interface and choose one of the service tabs. When you click on the 'Edit' button in the ‘targets’ box, a new window opens where you can add, edit or delete targets. When you click on the existing target, you are able to change the target name.

Note: do not forget to change the target name in the widget code as well, otherwise your widget is not functioning on your website!

Q: I want to add predefined answers to my chat operator account, how can I do that?
A: Go to the control panel in your web interface and choose the ‘Chat’ tab. Choose the ‘Edit’ option in the ‘Predefined Answers’ box. A new window opens where you can add answers and keywords.

Do you want more information on this subject? Please check out the PushCall manual.

Q: I want to add a secondary destination number outside office hours, how can I do that?
A: Go to the control panel in your web interface and choose the ‘Voice’ tab. Choose the ‘Edit’ option in the ‘Voice settings’ box.

Here you can add a secondary destination number and the associated opening hours.

Q: I want to receive multiple simultaneous calls, is that possible?
A: Yes. The standard setting is 1 simultaneous call. When you want to receive more simultaneous calls, please contact the PushCall support desk.

No additional costs are charged for multiple simultaneous calls.

Back to top

Q: I want to register for a pro account, but I do not want authorize PushCall for a recurring debit. Is there another payment option??
A: No, PushCall only offers a recurring debit option.

Q: I converted my account to a pro account. When can I expect the first direct debit and when can I expect the £ 12,50 credits to be added to my credit balance?
A: Once you convert your account to a pro account, a first debit is executed. Once this debit is successful, the £ 12,50 will be added to your credit balance.

Recurring debits are executed days before the subscription period expires.

Back to top

Q: I want to offer my online customers the option to call us, but we are not always available for incoming calls. Does PushCall offer a solution for this situation?
A: You can offer the voice solutions during limited hours. You can set these hours in your web interface. Outside these hours, your online customers are able to plan a call during the hours you specified. This Call me Later option only offers the office hours you specified in your web interface.

Back to top