We're Here to Help

Find answers to the most common questions about our service here. You can also contact customer service by submitting a simple form.

  1. Why should I choose HaiwaiTEL?

    HaiwaiTEL is tailored for your need of calling family, friends or colleagues in China with ease. The special features are designed not only to save you money, but also precious time.
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  2. How to use HaiwaiTEL PINless phone card?

    As long as you've "bundled" your landline or cell phone number, you can use this phone to make calls to China. Please see here for detailed instructions.
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  3. How long does it take for my account to activate?

    Your account is activated immediately after you complete the registration process. The 60 free minutes are automatically credited to your account as well. You can start using it right away. If you made a purchase, you will receive a confirmation email, and the balance will become available immediately.
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  4. Does HaiwaiTEL charge any monthly fee, activation fee or connection fee?

    HaiwaiTEL does not charge any monthly fee, activation fee nor connection fee. The only case of extra charge is when you access or service via a public phone, in which case a $0.89 public phone fee will be posted.
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  5. What is the per-minute rate of HaiwaiTEL?

    HaiwaiTEL charges a flat rate of 1.8¢ per minute for calls to Mainland China (all phones), Hong Kong (all phones) and Taiwan (landline phones; cell phones rates vary with local carrier). No charges will be posted for calls not picked-up. If you use a toll-free access number, there will be an additional charge of 1.1¢ per-minute.
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  6. What is a local access number?

    A local access number is an access number with an area code of a specific area. It allows landline phone users to make calls without being charged for long-distance rates from the phone company. Therefore, you should dial a local access number in the same area code as your landline phone.
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  7. What if I can’t find a local access number in my area?

    You can either: 1) use a cell phone to dial any local access number in your country, or 2) dial the toll-free number in your country.
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  8. Where can I use HaiwaiTEL’s service?

    You can use HaiwaiTEL's service in all 48 continental states in the U.S. and Canada. We currently only provide calling services to Mainland China, Hong Kong and Taiwan.
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  9. How do I contact customer service?

    You can visit the Contact Us page to submit your question or request. We usually respond within two business days.
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