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FAQ

Why am I unable to setup auto recharge?

You may be having problems setting up auto recharge if:
• Your credit card has expired
• You have reached the credit limit of your credit card
• Your account has reached the maximum recharge limit per month 

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2

How do I recharge my PennyTel account or purchase a device via EFT payment?

EFT payments will need to be made individually using your own UNIQUE PennyTel reference/order number. However, your financial institution must allow you to include your UNIQUE PennyTel reference/order number when making your payment. Payments need to be made to PennyTel's nominated bank account, details of which are displayed on your payment or product order.

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3

Can I purchase PennyTel products/services with my call credits?

Unfortunately, you cannot purchase any PennyTel products or services with your call credits.

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4

Why am I getting a 'Do not Honour' error when making payments through my Credit Card?

There are two reasons why you might be getting a 'Do not Honour' error:
1) You have authorised your current provider, not to authorise payments to PennyTel.
2) Your credit card has expired.

For more information, please contact your card provider.

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5

I tried to make a payment, but I get the error message "The process did not complete. Please try again later." What can I do?

If you are getting the error; "The process did not complete. please try again later. If this problem persists, please contact support@pennytel.com" when making payments, please submit a support request (https://www.pennytel.com.au/contact-us/support-request) with the following details:
1) Your PennyTel account number
2) The first 6 and last 3 digits of your credit card
3) Credit card expiry date
4) Screen shot of the error message

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6

Can I still access my account if it gets suspended or cancelled?

Even if your account has been suspended or cancelled, you will be able to login to your PennyTel Portal. You will also be able to view the information on there, but services other than registering your credit card, top-up and restoring your account will not be available.

Please note that you will not be billed for any fees or payments unless you have an owing balance. If so, this amount will be billed to your credit card or deducted from the amounts you top-up. In cases where you don't have a valid credit card, or have not topped up, we will contact you to confirm an alternative payment method such as BPAY or EFT.

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1250

Why am I being charged 50 cents each time I recharge my account?

You will be charged 50 cents each time you recharge your account if you do so with a credit card. The 50 cents incurred is a credit card transaction fee.

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8

Do you auto-roll over my current plan to the next level plan if I use up the limits allocated?

We do not support auto-roll over. This means that if you use up all the limits allocated to your current plan, then you will be charged the per minute (or casual rate) for any calls, messages or data you use above your monthly allowance.

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9

What is the difference between 'Billing Date' and 'Transaction Date' on the statements section of the PennyTel Portal?

The 'Transaction Date' is the date and time when the service was used.

The 'Billing Date' is when the usage was charged and updated in the system.

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10

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