Frequently Asked Questions

 

General

 

What is Hoiio?

Hoiio is a smarter approach towards mobile call and SMS technology. Whether you are an individual or business mobile phone user, Hoiio brings significant cost-savings to you without changing the way you call. – That's right! Continue to make calls directly from your phone book, call register or phone keypad dialling, if you prefer. Hoiio's revolutionary call-back feature automatically switches your outgoing calls to free incoming ones saving you significantly on mobile air time charges and most importantly, competitive overseas call rates while retaining premium call quality. Enjoy all these benefits with no additional prefixes, access numbers or PINs required.

 

Hoiio for Enterprise provides large businesses the advantage of extending PBX features like free On-Net calls and extension dialling to its mobile workforce. Corporations can expect to enjoy extensive mobile phone savings that may be translated to higher profit margins.

 

How does Hoiio's callback feature work?

All you really need to do is to make your call like you normally would!
Step 1:    Select your friend’s number in your phone book and press call.
Step 2:    Select Hoiio to make the call when prompted
Seamlessly, Hoiio in your mobile phone will send both your number and your friend's to Hoiio's hosted system. Hoiio's system will then call both numbers and connect both calls.
Step 3:   Wait for Hoiio to call you and accept the call
Voila! Your outgoing call has been converted to an incoming, and you can now enjoy long conversations without worrying about chalking up the high expenses of outgoing calls.

 

Because incoming mobile calls are usually very cheap or even free, you can save more money compared to making outgoing calls, If you are making overseas and roaming calls, Hoiio's Callback is the perfect solution to help you save LOTS on your mobile phone bills.

 

How do I register to Hoiio?

Signing up for Hoiio is free and easy. Simply follow this link to sign up for Hoiio Personal. If you are using Hoiio for your business, follow this link to sign up for Hoiio Business Mobility or call us at +65 6591 0480.

 

Why do I need to verify my mobile number?

We would need you to verify your mobile number as this ensures that we have received your mobile number correctly.

 

What makes Hoiio different compared to other VoIP services?

Hoiio offers you THE closest experience to making normal mobile calls.
There are several advantages to using Hoiio:

  • Making Hoiio calls is seamless and hassle-free. There are no PINs, prefixes or dialling codes required.
  • Hoiio focuses on call quality. We understand the painful experience of poor quality calls.
  • Hoiio gives you convenience with great savings by combining the benefits of mobile phone mobility and low-rate VoIP calls.
  • You can roam with Hoiio. Enjoy even greater savings when making and receiving roaming calls.
  • Send text messages (SMS) at a low rate of 8.8 cents per SMS globally. You can even send text messages at this low rate while you roam overseas with Hoiio.
  • Hoiio has Caller ID enabled. Your mobile phone number will be displayed when you call your friends and business associates so you can be sure they know it’s you when you call.
  • Hoiio provides you with web access to easily manage your account. View your Hoiio call logs and change your Caller ID settings easily online.

What is the Hoiio Callback and Call through?

When you use Hoiio Callback, you initiate a call as you normally would. Hoiio in your mobile phone will send your number and your friend's to Hoiio hosted system. Hoiio system will then call both numbers and connect you to your friend. If you have free incoming for your phone plan, you will not incur any additional outgoing call charges from your Telco for the same call when using the Call back method.

 

When you use Hoiio Call Through, you initiate a call as you normally would. Hoiio in your mobile phone will dial Hoiio Call Through Access Number and send your friend’s number to Hoiio system. Because this call is answered instead of disconnecting, you will incur local outgoing call charges from your Telco for the duration of the call. This is on top of the Hoiio call charges you pay. We recommend the Hoiio Direct Call Through method for user who do not enjoy free incoming on their phone plans or for those who enjoy unlimited or a large number of free outgoing minutes from their phone plans.

 

If you have free incoming on your phone plan, then you should use the Hoiio Callback method.

 

Can I use Hoiio when I'm overseas?

Yes you can. Hoiio saves you up to 90% of your mobile calls when you are overseas as compared to your mobile operator’s high roaming charges. To know more about Hoiio Roaming service, click here.

 

How is the privacy of my personal data protected?

At Hoiio, we respect your personal information. We do not share it with any third party nor use it to send spam and unsolicited messages. To learn more about Hoiio Privacy Policy, click here.

Rates

 

How much do I get charged when making a call or SMS using Hoiio

The calling rate charge is subjected to the source and destination countries. You can view Hoiio's calling rates of some popular destinations here. To send an SMS through Hoiio, it cost only 8.8 cents per SMS globally.

 

When I use my mobile to download the mobile application and each time I initiate a Hoiio call, who pays for GPRS usage?

Your mobile operator will charge you for 3G/GPRS usage. If you have signed up a GPRS data plan, the usage will be deducted from your bundled quota.
Each download is about 400kB to 600kB. Alternatively, you may download the application to your PC and then install to your mobile phone through a USB cable/Bluetooth/Infra-red connection.
Each Hoiio call initiation requires only 4kB. Please check with your respective mobile operator for GPRS usage charges.

 

Will I get charged if the person I'm calling does not pick up?

With Hoiio, there will not be any charges if the person you are calling does not pick up.
 

Hoiio Mobile

 

Why do I need to install Hoiio Mobile App into my phone?

With Hoiio Mobile App installed, making a Hoiio call is seamless and cost saving. You will dial your friend’s number as you normally would. Hoiio intercepts your call and sends it to Hoiio hosted system. Hoiio will then connect the call to you and your friend converting your outgoing call to incoming.

 

Hoiio Mobile App also allows you to compose your SMSes and send it globally at 8.8 cents per SMS thus extending to you huge savings for overseas SMSes. You can also send SMS through Hoiio at 8.8 cents per SMS when you are overseas.

 

Customization and management of your Hoiio calls and account settings is also made easy through the Hoiio Mobile App. There are many Hoiio services that you can access to with Hoiio Mobile App like Hoiio credits top up, balance check and transfer of Hoiio credits to your family members and friends who are also using Hoiio.

 

How can I download and install the Hoiio Mobile App?

There are two ways for you to download Hoiio Mobile App.

  • On your mobile phone, access http://m.hoiio.com using GPRS, 3G or WiFi connection on and click "Download Hoiio Mobile" right away. Follow the on-screen instructions from there on to download the Hoiio Mobile App. You can also upgrade your Hoiio Mobile App through this method. After you have successfully downloaded and installed Hoiio Mobile App, you would need to login by keying in your Hoiio username and password.
  • On your notebook/PC, login to your Hoiio account at http://content.hoiio.com/ using your Hoiio username and password. After you have logged-in, click "Download" on the Right panel and click on the "PC" tab. Please select the suitable version for your phone and click the "Download to PC" button. Please follow the instructions on the webpage to transfer the Hoiio Mobile App to your mobile phone. Next, on your mobile phone, follow the onscreen instructions to complete the installation. Once completed, please login to your Hoiio Mobile App using your Hoiio username and password.

I cannot login to my Hoiio Mobile App. I have forgotten my username and password

  • If you have forgotten your Hoiio username, please contact support@hoiio.com to obtain your username and the password reset instructions.
  • If you have forgotten your Hoiio password, please dial 65918680 from your Hoiio registered phone number and reset your password. Alternatively, you can enter your Hoiio username and the email address you registered with Hoiio on this page.

 

How to setup GPRS in my mobile phone?

You can request the GPRS settings from your mobile operator.Have your phone's make and model number ready before you contact your mobile operator to request for GPRS configuration. You should get the Mobile Settings sent to your phone in an SMS message. You need to save these settings as your default settings. Once you have Mobile Internet access, you should be able to download and run Hoiio mobile application.

 

What kind of models are supported by the mobile application?

The following models are currently supported:

  • Symbian S60 3rd Edition
  • iPhone OS 2.1 and above
  • BlackBerry OS Version 4.2 & above
  • Windows® Mobile 5 and above
  • GoogleTM Android OS and above
  • J2ME MIDP 2.0 , CLDC 1.0

 

Top Up Credits

 

How to top up?

There are 4 methods to top up your Hoiio account:

  • Online topup via Credit Cards, PayPal and Internet Banking.
  • Mobile topup via SMS and Credit Cards
  • Auto topup via Credit Cards
  • Get friends to transfer Hoiio credits to you

What kind of payment methods are accepted on the website?

We currently accept the following online payment methods:

 

 

 

Will my Hoiio credits expire?

Your Hoiio Account, along with the remaining Hoiio Credit balance will expire if there is no activity for 180 days under your Hoiio Account. A reminder SMS will be sent to you 7 days before your Hoiio credits are due to expire. If at any time within these 180 days from the last transaction, a new transaction occurs that results in an increase or decrease of your credit balance, your Hoiio account will be extended for another 180 days from the date of the new transaction. Some of the actions that will result in an increase or a decrease of your credit balance are:

  • Make Hoiio calls
  • Send SMS via Hoiio
  • Transfer Hoiio credit to/from another Hoiio account
  • Top up your Hoiio account

* Expired Hoiio Accounts cannot be reinstated and you are required to register for a new Hoiio account

SMS & Auto Top Up

 

What is SMS Top Up?

SMS Top Up allows you to top up your Hoiio account with more ease. and you never have to worry about running out of credits. With SMS Top Up, you can enjoy the following benefits:

  • Top up via SMS - The next time you want to top up, you just need to send SMS "Topup xxxx" (xxxx is the last 4 digits of your credit card) to 82777789
  • Low-Credit Alerts (free) - when your credit falls below $3, Hoiio will send you a low-credit notification through SMS
  • Auto Top Up (optional) - You may enable Auto Top Up and Hoiio will top up your credit automatically when it falls below a certain value (e.g. $5)

How do I enable SMS Top Up?

To enable SMS Top Up, follow these simple steps.

  • Step 1: Login to www.hoiio.com
  • Step 2: Do one-time top up, select "Credit Card"
  • Step 3: Check the button to securely store your credit card to Hoiio
  • Step 4: Complete the payment

the next time you want to top up your Hoiio account, simply send a SMS "Topup xxxx" (xxxx is the last 4 digit of your credit card) to 82777789. Your Hoiio banlance would be topped up $10 and you will receive an SMS Notification when a top up is done.

 

How do I enable Auto Top Up?

You will first need to enable SMS Top up. Please refer to the steps above to enable SMS Top Up. Once SMS Top Up is enabled, follow these steps to enable Auto Top Up.

  • Step 1: Login to www.hoiio.com with your user name and password
  • Step 2: Go to "My Profile" > "Top Up"
  • Step 3: Specify your Auto Top Up options

When your credit falls below a certain value (e.g. $5), Hoiio will top it up automatically from your credit card. You will receive an SMS notification when an auto top up is done.

 

Is there any extra charge for SMS Top Up or Auto Top Up?

No. This service convenience is provided to you free.

 

Is it safe to store my credit card details to Hoiio?

Your credit card is stored by our payment gateway partner MPAYMENT (www.2mpayment.com) which is a specialist in payment solutions. It deploys an extensive, secure and reliable multi-mode multi-bank multi-merchant payment infrastructure to ensure your data security.

 

Your personal data are safe because Hoiio uses an industry standard 128-bit encryption technique (HTTPS/SSL) to transfer sensitive data over Internet to MPAYMENT.

Caller ID

 

What are the Caller ID options available to me?

There are 2 Caller ID options available, namely
1) My mobile number
2) Private number

If you currently have a Hoiio DID number, "Hoiio DID number" display is a 3rd Caller ID option available to you.

 

What is Hoiio DID number?

Hoiio DID number is an 8-digit number assigned to you when you subscribe to Hoiio International Roaming service. This number is useful when you are a frequent traveller who receives frequent calls while on roaming. A monthly subscription fee of $5 is applicable for Hoiio International Roaming service.

 

How can I change my caller ID?

Login to www.hoiio.com with your user name and password. Click on "My Profile > General". On Caller ID setting, you can specify your preference.

 

What is the difference between Hoiio Caller ID and my mobile phone service provider Caller ID?

With Hoiio Caller ID service, you have the option to select how your mobile phone number is displayed to the party you are calling. You can make multiple changes to this option at any time in your Hoiio "My Profile" page online. You can also choose to display a "Private" number and unlike current mobile phone service providers, Hoiio Caller ID "Private" number display is free.

 

What has happened to the Callback Number that my party used to receive?

The party you call will not see a Callback Number as Hoiio Caller ID service has been enhanced to display the option you have choosen.

 

What is the default Caller ID display?

The default Caller ID display is "My Mobile Number".

 

What is the Caller ID display when I make an overseas call?

Hoiio Caller ID display works with your specified preference when you make a local call to a Singapore number. When you make an overseas call, your Hoiio Caller ID may be displayed depending on your overseas calling party's telephone network.

 


Will I be charged for the Caller ID service?

No. We have provided this service as a trial to all our users in Singapore. During this trial period, this service is free.


How long will this trial be?

There is no specific date as to when this trial will end at this point in time. We would like our users to enjoy this free Caller ID service as long as possible.

 

I am not a Singapore Hoiio user, will Caller ID service be available to me?

No. At the moment, Hoiio Caller ID service trial is only available to Hoiio users in Singapore. We will notify you when our Hoiio Caller ID service becomes available in your country.

 

Can I select my Caller ID option on my mobile phone? 

Yes. Please upgrade your Hoiio Mobile App. 

 

How do I upgrade my Hoiio Mobile App to enable selecting the Caller ID to be displayed?

You will need to download and reinstal the Hoiio Mobile App to upgrade it to the latest version. Please click here to read on how to upgrade your Hoiio Mobile App.

 

On my mobile phone, if I select "Call Through" as my Hoiio Calling Method, is my mobile phone number displayed when I select "Private" in my Hoiio Call ID settings?

No. Your phone number will be displayed as "Private". The Hoiio Caller ID works for all calls made with Hoiio and your preferred Caller ID option will be displayed on the party you call. This works for any Hoiio Calling Methods that you have selected.

 

On my mobile phone, if I select "Use Operator" in my "Local" or "Roaming" Call Settings, is my mobile phone number displayed when I select "Private" in my Hoiio Call ID settings?

Yes. Hoiio Caller ID do not work when calls are made through a "Use Operator" Hoiio Calling Method. Your mobile phone number may be displayed depending on the service option with your mobile operator.

 

 

 

 

 

 

 

 

More Questions?

 

I've got more questions, where can I get support and answers?

At hoiio, we are always at hand to solve your problems, answer your queries and support you whenever help is needed. Please use one of the methods below to contact us:-

 

 

 

 

Email


Contact Customer Service at
support@hoiio.com

 

 

Call Our Hotline

 

+65 6595 0480

 

Mondays to Fridays (except public holidays), 10.00am-5.00pm Singapore Time