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. I cannot login into my account. What should I do?

    Please make sure that you entered the email address you provided when registering with HaiwaiTEL, and note that the password is case-sensitive. If the problem persists, please contact customer service.
    BACK TO TOP
  2. Why can’t I add more bundled phone numbers?

    When you first register, you can only bundle one phone number (which is the number you provided at registration). You will be able to add more numbers (up to five) after your first purchase.
    BACK TO TOP
  3. When I try to add a phone number, system prompts "phone number is already bundled". What should I do?

    This number is most likely registered under another HaiwaiTEL account. If you have another HaiwaiTEL account, please login with that account and check whether the number is bundled there. We strongly recommend you keeping only one HaiwaiTEL account to avoid such issue.
    BACK TO TOP
  4. When I try to make a call, system prompts "low balance", but I am sure my balance is sufficient. What should I do?

    This happens when the phone number you are using is registered under another HaiwaiTEL account with a zero balance. You will need to login into that account and remove that number. You can contact customer service for further assistance.
    BACK TO TOP
  5. I’ve successfully bundled my phone number, why am I still prompted to enter my PIN?

    Check if one of the following is true: 1) if you are using a cell phone, some carriers do not send your phone number as a caller ID. Instead they use a generic number, especially if you are roaming; 2) if you have caller ID blocked, some carrier will not send anything to us; 3) your pin is in use (another call in progress, maybe from one of your other phones). If you could not figure out the cause, please contact customer service.
    BACK TO TOP