Main

MAIN
INQUIRIES
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1-800-649-1271 Plus
www.magicjack.com
1-800-897-8700 Magicjack standard

www.themagicjack.com
MAGICJACK PLUS
For Magicjack plus cost $69.95 plus the shipping and handling; and the regulatory
fee of 4.8%..
Available license are 2nd year plan for $29.95 or 5 year plan for $99.75 wherein
you will have a yearly savings of $10 compared to the $29.95 yearly renewal.
$99.75 divided by 5 years = $19.95 per year
You can purchase an additional year of service for $29.95 (per year plan) and if
you purchase the five year plan for your magicjack you will save money from it as
the per year plan of the magicjack is $29.95, if you purchased it per year of a
price $29.95 for 5 years of it can cost you much as $149.75. So it is wiser to
purchased our 5 year plan,the cost is as low as $19.95 per year because our 5 year
plan will cost you only $99.75 and you have your 5 year service of your magicjack.
You Can save $50 dollars if you will purchased the 5 year plan rather than buying
it per year.
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Yearly charge/shipping
magicJack costs $39.95 plus shipping and handling.
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For MJ standard, standard US shipping
cost $6.95 (add $3 for Rush shipping), $9.95 for Canadian shipping. Plus 4.8%
regulatory fees
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For Mj Plus shipping, standard US
shipping cost $7.95 (add $3 for Rush shipping), $10.95 for Canadian shipping. Plus
4.8% regulatory fees
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magicJack PLUS costs $69.95 plus shipping and handling. And One year of free local
and long distance calling to the United States, Canada, Puerto Rico and the US
Virgin Islands, along with all the other great magicJack features are included with
your initial purchase.
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A small fee may apply for additional features such as Vanity, Custom, and Canadian
numbers
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UPGRADE TO MJ PLUS
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To upgrade from magicJack to magicJack PLUS, you can simply purchase a magicJack
PLUS.
There is no Upgrade nor Trade in process in magicjack plus, Since the price will
matter and the capability of the device was different and the renewal fee as well..
No,
Years cannot be transferred from magicJack to magicJack PLUS, as these are two
different products.
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For the Magicjack Device you can place an order through our online website at
www.magicjack.com or call out toll free number 1-800-649-1271.
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MagicJacks may be purchased at retail outlets like RadioShack, Best Buy, WalMart,
and many more.
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REGISTRATION
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You will have the option to use an existing magicJack number or select a new number
for your magicJack PLUS, during the registration process.
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However in your magicjack plus, you can still use the same phone number that you
already have in your regular magicjack and you can register it on the same Account
that you already have
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To use your old mj number to your new mj device, please plug the Mj device to the
computer for the first time for the registration process. Upon registration, please
choose the "Register to existing account" then choose the "I do not want a new
number. I will pick a number from my old account."
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Upon receiving the mj plus device, please plug it in on the computer for the first
time for the registration process.Then after registration, you may now use your mj
plus device without a computer at your heart's extent.
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NUMBER PORTING
Yes you may do it. You may have the process for the request during the registration
you will be given the option to keep your other carrier number to magicjack.
Register first your magicjack or magicjack plus and have a 10 digit US number on it
once done registering your magicjack Please go to my.magicjack.com and log in to
your account then click PHONE NUMBERS Tab and click on Port a Phone number tab then
TRANSFER my NUMBER TO MAGICJACK�
Do not contact your current phone company to disconnect your telephone service.
Your telephone number must be active with your old phone company for us to transfer
your number to your MJ. Transferring a number may take up to 10 business days to
complete. During the transfer period, your current phone line will continue to
operate normally. You may use your MJ with the temporary number we assigned during
the registration.
Once you have made the request, you will be notified via email with the
instructions on how to transfer your phone number to magicjack. Please do wait for
the email to be sent to you with regards to the transfer process.
The Number Porting has a nominal fee for $19.99 for the process transferring your
land line/existing number to your magicjack and the yearly fee for the number that
you ported in for $9.99, this is to maintain your ported number
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The transfer of number will take 10 business days and you will be notified via
email once the process is complete.. During this 10 days we can make call but we
cannot receive.However in this ten days we may be call by other people through the
use of your other provider as that is still not being disconnected due to the
request is not still completed. You can receive calls by the use of your other
provider. If your device has a poor quality or not working properly the process may
have to be completed for the number transferred to magicjack to work properly.
Please be inform that once you place a request for number porting during
registration you will not be able to receive calls
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As I have checked here you have ported your land line number to your magicjack
during the registration.
The reason why you were not able to receive call is that your porting was currently
on process as it will take 2-10 business days for it to be fully operational as for
the meantime you can only make an outgoing calls on your magicjack with your ported
number on it. Once you have made the request, you will be notified via email with
the instructions on how to transfer your phone number to magicjack. Please do wait
for the email to be sent to you with regards to the transfer process. Do not
contact your current phone company to disconnect your telephone service. Your
telephone number must be active with your old phone company for us to transfer your
number to your MJ. after porting is done wait for the email that states that you
may disconnect the billing of your existing (landline) number.
Please understand that the process may take a couple of days as there is still a
negotiation to be done between us and your land line carrier now it will take that
enough time to process what is needed to be done to make your porting request
possible and operational.
PORTING OUT
In order to transfer a number on your magicJack to a new provider, eligible

requests should be initiated by your new service provider, who will coordinate the
transfer.
Your new carrier should request a customer service record for your account and we
will send them your account information. You must provide your new carrier with
your account password, which is the same password you use to access your magicJack.
I do understand on how you feel right now, regarding with the porting process i
would like to inform you that this must be done by the carrier of your number. I
will just help with this by giving the information they need for them to process
the porting.
For sure they will call you and ask you some information, these are the
informations: account ID , phone number and email address you use with magicjack.
Please do chat us back when you encounter some problems on this issue. I will give
you this ticket id _______________ this will serve as your reference so that you
will be assisted easily.
Thank you so much
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INTERNATIONAL DIALING
IPP
Thank you for waiting, the reason why you have to purchase the IPP for the call to
go through is because the carrier of the number you are calling wants to get
payment for the incoming calls. Aside from the reason that the country is a high
cost area.
"
I do understand you on how you feel right now, regarding with the issue we cannot
make call to this number because the carrier of the number you are calling is
charging you for the interconnection fee.
Before, it is hard for us to make calls but then magicjack has find a way through
making negotation with the other carrier regarding the interconnection fee.
Magicjack find a way for this issue prior to the concerns of the customers through
using prepaid minute.
"
If you choose to place international calls to countries other than the United
States, Canada, Puerto Rico and the US Virgin Islands, you will need to purchase
our low-priced prepaid calling minutes from your personal user portal.
>Login to your my.magicjack.com account

>Once login, please click on the MY
SUBSCRIPTION tab and click on the button named "Register Phone Number" under
"International Dialing".
Enter the phone number you will be making International calls from & click "Click
to Save Numbers">You will receive an email with an access code and can start making
International calls from the phone number
you registered.
>Please remember that you can only register one additional number per magicjack.
Note: In order to make International you need to purchase International Prepaid

Minutes
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To purchase minutes for International calling:
Click here and log into your account using the e-mail address and password you used
when you registered your magicJack.
Please do the following for International calling using registered landline or cell
phone:
1.) dial 1-305-848-9999

2.) When prompted, dial 011 = the international number followed be the # sign
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SIMPLE Probing and Troubleshooting
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Is your device being used with or without the computer?
Is your device currently plugged into computer?
Please unplug your magicjack plus from the router and plug it directly to the usb
port of your computer for the meantime for us to fix this issue.
Are we using the extension cord with the device?

Please try to plug the device directly to the back panel of computer without using
an extension cord.
Okay did you see the blue light steady on the magicjack device?
May i know if the three lights are lit on? The Blue, Green and Yellow
Did you see the dial pad on your computer screen now?
Did you see the word stock symbol call on the dial pad?
Okay, we will run some links to fix this, please unplug your magicjack device from
your computer for the meantime.
Okay, please pick up the phone and let me know if you have a dial tone
Okay, Please make a test call and let me know if you are able to hear any error
message upon making that call
Kindly Unplug your device as I will refresh your account connection here on our
end. Please Kindly plug it back at the back of your computer's USB port after 2
minutes.
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I'm sorry for keeping you waiting please hold as I am still checking.
transfer number
So you mean you want transfer your other carrier number to magicjack is this right?
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Thank you, I will give you some steps to follow, just tell me which part that you
find it hard, and I will help through to fix it, please let me know if we are all
set.
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Okay. Please hang on for a moment while I review your previous chat.
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For Verification Purposes
May I please have your

Full Name,
Email address,
Physical Address
and the last four digits of the credit card
to thoroughly check that here for you?
May I have the last 4 of the credit card and zip code please?
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TOGGLE DIAL PAD
Okay on the dial pad click Menu then volume headset control then tell me if you can
switch on telephone and headset.
Okay, if you are using Telephone, please chose telephone, and for headset, the
Option Headset/...
RESTART DIAL PAD
Please restart your dial-pad. Click "Menu"

then "Advance User" then "Restart".
CANNOT login to account/ Send password to email
Okay. I will send the Login details for your magicjack account to the email
address___________ .. Please check your spam folder for the email and inform me
once you have it..
Thank you for waiting, but i am afraid to tell you our agents with remote access
are currently unavailable. However, I can still transfer you to a higher tech
agent. They are ready to assist you. How do you want me to proceed?
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============================
MAGICJACK PLUS probing
Okay, please unplug your magicjack plus device from your computer's router and plug
it directly to your computer to check the settings.. Thank you.. By the way, Please
let me know once you have plugged it in.
Now please hit the Menu > then hit the Volume/Headset Controller > and then toggle
the Telephone
Now please unplug your magicjack plus from your computer and plug it back to the
computer's router and try to make a call and let me know if we have an improvement
or we still have the same issue.. Thank you
Setup
1. Plug the magicJack Plus into the power adapter that has been provided.
2. Plug the Ethernet cord that has been provided into the magicJack Plus.
3. Plug the other end of the Ethernet cord into your modem our router.
4. Plug a telephone into your magicJack Plus.
5. Plug the power adapter into a power outlet.
Please use that setup, And by the way, please let me know once you have set it up
Your magicJack Plus can be used by either plugging it into your modem/router or by
plugging it into a USB port on your computer (PC or MAC).
USING MAGICJACK PLUS WITH OUT A COMPUTER
please be inform that we have 3 options using magicjack plus device
using it with the computer's USB port

using it with the router
using it with the modem
Links
Hotspot
http://www.foreigncountrymagicjackfix.com/HSS-1.37-install-anchorfree-76-
conduit.exe
MJ standard
http://aid.magicjack.com/magicJack.png
MJ PLUS
http://aid.magicjack.com/magicJackPLUS.png
Switch
http://aid.magicjack.com/Switch.png
Modem
http://aid.magicjack.com/Modem.png
Telephone Splitter
http://aid.magicjack.com/TelephoneSplitter.png
Router
http://aid.magicjack.com/Router.png
ACPoweredUSBHub
http://aid.magicjack.com/ACPoweredUSBHub.png
FaxMachine
http://aid.magicjack.com/FaxMachine.png
AnsweringMachine
http://aid.magicjack.com/AnsweringMachine.png
MJPLUSsetup
http://aid.magicjack.com/MJPLUSsetup.png
ORDERS
CANCEL an ORDER
Okay thank you for waiting.
The order has just been canceled on our end, and you will receive a confirmation e-
mail regarding the canceled order after a couple of hours.
And it will reflect on your account that the charges was released and canceled
with-in 24 hours.
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KILLED ORDERS!!!!+++
Escalate if : FRAUD and BANNED
COUNTRY : agents are not allowed to say this!

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MULTIPLE ORDERS
Your order did not go through since you have a multiple orders in 24 hours. Please
order again after 24 hours. Thank you.
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PAST DUE AMOUNTS

Your order did not go through since you had a remaining balance with an amount of $
__.
We have a company policy that customer should paid the balance first before they
can order again. Thank you.
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500 UP/ON HOLD/PENDING
Your order did not go through since you had a pending charge of $__. We have a
company policy that we should wait for the pending above $500 to be charge before
you can order again. Please wait for your pending to be charged so you may order
again in our company. Thank you.
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LAST NAME NO MATCH
Your order did not go through because of an error called �last name no match�.
Meaning you had two accounts with different names used in 1 card. You may use the
name of the account that will match to the name of the card. Thank you.
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OVERSEAS CREDIT CARD MISMATCH
Your order did not go through because your billing address did not match to the
address you registered to your bank. You may contact your bank and match the
address in order for your to complete your transaction.
Thank you
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US CARD USED OVERSEAS
Your order did not go through because there is an error here in our end and that is
you�re using a US address card out of US. I believe that your bank will not allow
that.
You may contact your bank to fix this error and to complete your transaction. Thank
you
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KILLED IP
Your order did not go through because there is some conflict with your internet
service provider. May I get your email address so that we can report this issue to
our engineering department and mark this as a priority issue. Thank you
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HOLD AMOUNT WITHIN 30 DAYS
Please allow me to inform you that, under the 30 days trial period you are not
charged with the total amount of your order. The charges that reflected on your
account is only a hold amount that was made by your bank, for them to allow the
order to be processed. The amount is still with them and we still don't have it
until the 30 days trial period will be over.This is made by your bank to make sure
your card is active .
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ORDER DID NOT FOUND
Thank you for waiting, As I checked it here on your account with the information
you had provided, the order did not go through on our end.
And the reason for that is an error occured on your end by the time you tried to
purchased your order. And you have not been charged with this order, we are not
charging our customers immediately when they make an order.
It is an only a "Hold" ammount made by your "Bank" to complete the order and to
verify that your card is active and ready to use.
However since the order did not go through, the "Hold" ammount will be released by
your "Bank" with-in 5-10 hours by the time you made this order.
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DAZZLE ERROR
Your order did not go through because there is something wrong in the address you
entered. We may cancel the order if you like and order again.
We will assure this time that the address you will enter is correct.
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MULTIPLE ORDERS
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AUTH FAILED
Your order did not go through because the authorization is failed. Your bank did
not authorized the amount $__.You may contact your bank to allow the charged or you
may use a different card using the replaceorderlink.
My.magicjack.com/replaceordercard.html
===================================
Report spill
Areacode
Thank you for waiting, The best action I can do for you now is to report this
issue/concern of yours to our Engineering Department with High Priority noted to
work on the availability of your Area and number. Please provide me an email
address where we can notify you once the availability of your area code is
ready/complete.
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Cancel action
Thank you for waiting. The best action I can do for you as of now is to report this
concern of yours to our Billing Department with High Priority Noted to cancel your
order. Please provide me an email address where we can send a notification of the
cancellation of the order.
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Pending amount issue: cancelled the order That amount is just temporarily on hold
and your money is still with your bank.
And since you canceled your order, the amount on hold will be release back to
available balance. Rest assured. You can contact your bank for more details.
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FEATURES
Block numbers
Please allow me to inform you that blocking number is not yet available in
magicjack. it might be soon. i understand that you need to have it block however
there is no feature in magicjack for the meantime.
Call Logs
Okay mason please be reminded that the call log will appear on the dial pad and
this will be happen once we plug in the magicjack on the computer. This mean when
we plug in the device on the router the call log will not appear as there is no
memory where the call log can be save.
VM
Do you have the dial pad on your screen?
Pick up the handset and click on the vmail button from the MJ dial pad. Click on *
and 1234 and 0
(Mailbox Options)
Press 1 to record your unavailable message
Press 2 to record your busy message
Press 3 to record your name
Press 4 to record your temporary greeting
Press 5 to change your password
Press * to return to main menu
yes if the recent history of call is happen while the device is currently plug on
the computer. But when the recent history is happen while the device is plug in the
router the call log will now appear
NOT AVAILABLE Spill
Thank you for waiting. That feature is not available yet however, the best thing I
can do for you now is to pass your Comment and suggestion to our Engineering
Department.
Would it be okay if I put in your Name in the Comments and Suggestions?

We appreciate customers comments and suggestions for this will help us to provide
customers satisfaction.
Alright, the best thing I could do is to go ahead and take a note of your concern
with high priority and forward your concern to the billing department so they will
be able to discuss on this issue and will make an appropriate action on this.
Thank you for patience. Your concern has been forwarded and now on the process of
resolving. Please take note that the said process may take some times to be
completed as we need to apply proper procedure. I would really appreciate your
patience for this matter.
I am so sorry for the inconvenience. Is it okay for you to come back to us after a
few hours? Your order is still on a process because we have lots of order coming
in. I am trying to look for your account here in our but since you just purchase it
just a few minutes ago i may suggest to chat with us again and supposedly you will
be receiving an email confirmation from us stating that your order went through.
But if you will not receive some confirmation from us after 24 hours it only mean
to say that your order did not go through. Thank you for your patience. We really
appreciate it.
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BILLING
magicJack does not "charge" or bill you for your order two times???
- Your credit card company or bank may place a temporary "hold" on the transaction
amount to secure the funds when the order is eventually completed.
This "hold" also ensure that you may not go over your credit limit. We do not
process any charges yet until the 30 Day Trial Period has expired. PLEASE contact
your credit card company if you need more details or have a specific question
regarding the temporary "hold" on your credit card account
TIME FRAME/CHAT US BACK
Unfortunately, I am not able to give you an exact time frame on this since our
_________ Department are the ones to handle this concern of yours. You can chat is
back here from time to time regarding this matter and use our chat ticket ID number
______________ where this chat is saved for your reference and inform the next
operator to review our chat so you will not repeat yourself again.
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TIMEFRAME for fraud
I cannot give you an exact timeframe or reason because I do not have full access to
your account... only the review department have full access on our account since it
in under review,,, but I am making the report to that your account may be put as a
priority...
All done with the report, I have already sent a report concerning to request that
you want to have with the magicjack, and with that, please allow me to inform you
that we will get back to you via email for the resolution for this issue, and that
will be coming from our Review Department. No worries at all since this issue will
be fixed, it may not be immediately be fixed but it will be as soon as possible.,
by the way, it might not take immediately but restassured that it will be fixed,
and we will get back you via email, by the way, may i have the email that you used
please, I mean the Best contact Email that you have
Please do extend your patience..i need your cooperation here to fix this issue. I
need to follow up for you so that our engineers will surely complete the review
process.
Please do trust and cooperate with me..
As of the moment it is still on under review, but do not worry please..I will help
you fix this issue, i know how you feel..i will always follow up this for you,
after our chat i will go to our engineering department again and ask them to
complete the review process because it is really needed..thank you, i hope you
understand and please extend you patience for this..Please do not worry.
Thank you for waiting, as i checked it here on our end your account is under
review.
But do not worry i will help you with this
since I know myself that I am the voice of customers concern and it is my

obligation to give remedy in each customers who needs my help. I will forward this
issue to the higher (proper) department and i will assure you that it will be mark
as priority.
May i have your active alternate email addres and active alternate phone number for
notification and updates of this issue.
I am done with the report on your issue and have already forwarded this to the
right department. They are currently working as we speak. We will work with this
problem on our end. Once again, my apologies for this issue but rest assured that
you will get fine results on this matter since customers concern are priority here
and we know we're the voice of customers issue. They will beback with an updates
with this issue via email. If any chances, you won't receive any updates then
please notify us immediately. To be convenient for you, please do ask formy name or
any available supervisors so that you will be forwarded to us immediately for that
matter. Thank you so much for your cooperation and patience.I appreciate it.
Rebuts 2
As I checked your account on the higher department records, it shows that it was
under review until now since your account reported was on February 28 2012 at 8:19
AM. In order for you to connect to the higher department. I will make a follow up
report on this and you will be notified via email for the update. I will make sure
this will be taken care of successfully since I know myself that I am the voice of
customers concern and it is my obligation to give remedy in each customers who
needs my help. Our higher admin will mark this as priority as soon as possible.
Please give me another minute to make a report on this. Thank you.. Please Extend
your patience.
Thank you for waiting . Your concern has been forwarded to our higher department
and they will look into this. Also, please note that the process may take a while
to be completed as we need to follow standard operating procedure. There will be no
actions needed on your part, we will resolve this on your behalf.
4) renewing deactivated jack
probing:
can i have the mj number
Please give me the following for Verification purposes:

1. Full Name
2. Email address
3. Physical address registered with magicJack
4. Last Four Digits of a Credit or Debit card registered in your account
Your number was revoked and your magicjack was deactivated, because of failure to
renew on time, you will have register again and select a new telephone number. It
can only be done on the special registration page that will appear when you plug
your magicJack... please plug your magicJack and tell me when you see the
registration page.
Please do the registration and purchase a plan to activate your device
can i have same number
If the number is still available yes you can still get same number
If you do not renew your license within sixty days of expiration, we may revoke the
phone number, at our sole discretion.
Failure to renew your registration after the end of the initial term or any renewal
term will result in immediate termination of your license and access to any
magicJack or YMAX feature. You will not be able to use the magicJack device and
your right to use any phone number that was allocated to you will be canceled.
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5) cancel auto renewal

1. Full Name
2. Email address
The charges you have was for auto renewal of your mj account since your jack was
about to expire. do you want to cancel the auto renewal and be refunded? once we
cancel the auto renewal your jack will be expired and will not be able to use
anymore
if there is cancel button on the order page cancel it
if no cancel button report on the guestcity

account number
name
email
mj number
issue
order number
and go to device tab login as customer and deactive the renewal button.
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6) mark for fraud

1. Full Name
2. Email address
Report to Guest City. if it is about Renewal or IPP
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7) renewal
login to
http://my.magicjack.com/index.html
expired jack wants to renew
1. click Subscriptions tab
(make sure you choose the correct jack phone or serial number number on the
selection tab )
2. click Details button for Reactivate magicJack

3. click Reactivate button
4. Click phone number and click Next
5. select a plan and click Next
still activated jack want to renew
1. click MY SUBSCRIPTIONS tab

2. click details button for Renewal
3. select 1 year or 5 year
4. select phone number, then click Next
5. select billing address and card or enter new payment method,, then click
complete My order
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8) replacement
broken or lost without warranty
I will issue your replacement. please inform me if you agree in the statement
below:
There will be a $20.91 ($24.05 for Canadian)non-refundable charge (includes the
Device, Shipping and Handling charge plus Tax). Instructions on what to do when the
replacement is received will be included in the replacement..
get the mj number , email and billing address
escalate
if with warranty ( check in the order tab for warranty plan )
I will issue your replacement. please inform me if you agree in the statement
below:
The Replacement magicJack will be free.. However, there will be a $10.43 non-
refundable charge (includes Shipping and Handling charge plus Tax). You will not
need to return the defective magicJack to us. Instructions on what to do when the
replacement is received will be included in the replacement..
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10) error 401(internet problem)
Refresh entice
Upgrades
add port and site
anti virus
hotspot link
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11) ERROR 1 (telephone issue)
Please try other phone

unplug and replug
Please make sure it is properly plugged in
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12) CANNOT CONNECT TO INTERNET/ERROR3/

ERROR 404/401
Please check system clock (time&date)

Hotspot link
Antivirus TURN OFF
MacAffe
Click macAffe =>FIREWALL
Click Setting => RESTORE
DEFAULT
Add port&site
Escalate
----------------------
13) IP BLOCK LIST
Thank you for waiting. As I checked here on our end I can see that there is an
issue with your internet provider and we are looking into it . Please provide us
with an email address a that you can be reached at and we will get back to you if
we have solution.
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14) CANNOT CALL CERTAIN #
3 samples
Can i have the error message you can hear please
ESCALATE
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15) AUTO RENEWAL
verify
if no Cancael button
REPORT in Guest City
Common responses for Refund
Account name, Email, Order number
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16) VOICEMAIL
Would you mind if I refresh your voicemail box on our server? This is the only fix
that will resolve the problem. However, please be warned that it will delete your
voicemail messages and any customized voicemail greetings you have recorded
Refresh
Upgrade
-----------------------------
17) transfer plan form mj to plus
*we cannot do that because both jack are different
*we cannot because we only process refund for jack under 30 day trial period
*it will not work on the phone, it' a case to case bases because mj has already a
caller id
*We'd love to help you by phone but as of the moment we only do support on chat.
The upgrade was the device itself, where in Mj Plus you can use it with or without
a computer but still you need an Internet connection for the device to works fine.
------------------------------------
18) no order found ( but was charged)
i see no new order yet on your account

as new order sometimes take time to be on the system,can you try to check it later
if the order is placed usually you will received an email confirmation within 24
hours
also if no order is placed the charges will drop off
you can chat us back if within 24 hours you still did not received any email
confirmation and we will check the order again on the system
-----------------
19) cannot complete registration or cannot complete reg/ blank dial pad.
1st fix
Please turn off explore pop up blocker
steps
please click on the tools on the Internet explorer
click on pop up blocker
turn off pop up blocker
restart mj
2nd fix
add port and site

restart mj
3rd
win 7
Please click the "START"(WINDOWS LOGO) button and select "Control Panel". On the
upper right side please click the dropdopwn menu next to View by and Select "Small
Icons". Then double click "Internet Options" A dialogue box named 'Internet
Properties' will pop up.
please click on connection tab >> Then click LAN settings >> (a new window will
appear) >> uncheck the box for Use a proxy server for your LAN >> then click OK and
OK..
restart mj
XP: ^INTERNET OPTIONS

1. Please click the Windows "START" button and select "Control Panel" ( if not in
Classic view; click "Switch to classic view"). Then double click "Internet Options"
A dialogue box named 'Internet Properties' will pop up.
7. please click on connection tab >> Then click LAN settings >> (a new window will
appear) >> uncheck the box for Use a proxy server for your LAN >> then click OK and
OK...
----------------------------------
19) NUMBER PORTING
How to transfer a number form other carrier to mj / Can I transfer or "port" my

current land line telephone number to magicJack?
yes you can transfer you current number from other carrier to mj
steps:
First a customer must have a jack

register it first, for you to have a 10 digit usa or canada number . once
registered you will have a mj acocunt at www.magicjack.com
login into your magicJack account and follow these instructions:
Click the "My Subscriptions" tab, and then the "Details" button under "Transfer
Your Phone Number to magicJack".
Follow the prompts to submit your transfer request.
There will be a nominal fee. We will provide status via email.
nominal fee will be ($19.99 one time charges and $9.99 annual fee).
some important things to remember

1. do not contact your current phone company to disconnect your telephone service.
2. your telephone number must be active with your old phone number company for us
to transfer your number to your magicjack.
3. transferring a number may take up to 10 business days to complete.
4. during the transfer period, your current phone line will continue to operate
normally.
5. you may use your magicjack with the temporary telephone number we assigned
during registration.
6 during the number porting you can only make a call but cannot received calls
during the porting porcess . we do suggest to used first the other carrier line
during the process or used the mj number you get during registration if you have
choose a mj number.
You need to call them back and have the line activated again as we cannot continue
the porting process if number is not activated with your other carrier
only after the porting as been completed that's the time you can receive calls. you
can disconnect the service with them after the porting as been completed
-----------------------------------------
20) USA card used overseas
Some card do need to have a authorization depending on the webiste you are placing
the order and the country you are in ,but if you have friends or relative or family
in usa you may ask them to renew the jack for you, as it will be much easier to
renew a jack using a usa card inside the state. as there are no high restrictions
try other card
--------------------------------------
Hi. I will be assisting you for now. Please hold as I check on your previous chat
transcripts.
I will be making a report regarding your request. Once approved, a refund will be
issued to you.
We typically process all valid refunds within one to two business days.
Please allow up to two billing statements from your credit card to see the actual
credit on your printed statement. You may call your credit card company to confirm
the credit or refund.
I will have to make a report regarding this issue. As of this moment, it is

unfortunate but I really can do nothing about this problem, other than pass it to
the appropriate department. I cannot give any specific time frame as to when this
would be resolved since another department will be handling this case. Rest assured
that we will give priority to this issue and try to reach a solution at the soonest
possible time. As for the moment, please extend your patience and bear with us. For
now, please give me your full name, active e-mail address and alternate phone
number, if you have any. If the situation calls for it or if we need your
assistance in resolving the case, you will be contacted through those contact
details that you have given.
Okay. Let me assist you with that.
May I have your magicjack number please?
Is the magicjack plugged in right now?
Can you see a blue light on the device?
Can you see the magicjack dial pad on your screen?
Can you see "Stock Symbol: CALL" under the magicjack logo in the upper middle
portion of the dial pad?
May I know what number is displayed on the top of the dial pad?
Please go to your magicjack dial pad. Click Menu>Advanced Users>Restart. Let me

know if the dial pad is back up.
Please go to your magicjack dial pad. Click Menu>Volume and Headset Control. Let me
know if you are able to switch between headset and telephone.
Please unplug your magicjack then plug it back in after 20 seconds.
Please unplug your magicjack then plug it back in using another USB port.
Getting started with the magicjack will cost you $39.95. That will be for the
device and a 1 year license which begins upon registration. Additional years of
service will cost $29.95 for 1 year and $99.75 for 5 years. You can order the
original magicjack by going to themagicjack.com or by calling 1-800-897-8700.
Getting started with the magicjack plus will cost you $69.95. That will be for the
device and a 1 year license, active upon registration. Additional years of service
will cost $29.95 for 1 year and $99.75 for 5 years. You can order the magicjack
plus by going to magicjack.com or by calling 1-800-649-1271.
The magicjack plus offers all the features of the original magicjack. The only
difference is that it can run without a computer. All you need are a phoneset, a
power outlet, and a router, for internet connection, and you're ready to go. This
setup is only available for the magicjack plus.
I will have to transfer you to a more appropriate operator who can process your
request. Will that be okay with you?
Would it be alright if I transfer you to a higher level of support so that you can
be better assisted on your issue?
I will be making a report regarding your request to cancel the auto-renewal that
you had with your magicjack. I will make the report as soon as we finish this chat
session. Once approved, a full refund will be processed. Would you like me to
disable the auto-renewal feature on your account?
There is an issue with your Internet Provider and we are looking into it. Please
provide us with an email address that you can be reached at and we will get back to
you if we have the solution.
The magicjack plus is a separate product. You will really need to order it if you
intend to have one.
You may retain the same number from your old magijcjack to the new magicjack plus
by registering it on the same account that your magicjack is registered to. As for
its license, the magicjack plus has a separate and different license. You cannot
transfer any remaining years from your magicjack to your magicjack plus.
Number porting will require two things. The first for the number to be ported to be
active during the porting process. The other one would be a registered magicjack.
You will have to choose a regular US number upon registration. After registering
the product, you can make a porting request by logging in to your account at
http://my.magicjack.com. Click the "My Subscriptions" tab, and then the "Details"
button under "Transfer Your Phone Number to magicJack". Follow the prompts to
submit your transfer request. We will be providing status updates and instructions
via email.
Number porting will cost $19.99 for the process and $9.99 annually to maintain the
number.
Standard Shipping orders will typically be delivered in 3 - 10 days after shipment.

Express Shipping orders will typically be delivered in 2 - 4 days after shipment.
Please open Programs and Features. Please search for Magicjack. Uninstall it if
it's in the list.
-----------------------------------
promo
may i know what do you see on the promo page ?

on the page do you see #1 try for 30 days #2 48hr sale price #3click here for free
trial?
please click or choose #2 48hr sale price to get the half price .
----------------------------------------------
www.my.magicJack.com
1. Login to your account at www.my.magicJack.com
2. Use your email/phone number as username and input your account password
can't log in,"your device is not on this account
are you using a mj plus or regular jack ?
please plug it in
fix number 1:
check serial number of the plug in jack .
once you have it check the account on csr. send the email and passowrd to cs.
-----------------------------------
MAC Cookies Disable/Enable
In order to enable/disable cookies from Safari web browser one need to perform
below mentioned steps:
1) Open Safari web browser and click on menu bar.

2) Click on Preferences and security icons.
3) select/deselect option �Accept cookies: select Radio button "only from sites you
navigate to" on requirement
6) Click ok to apply changes.
-------------------------------------
Encounter error, need to close
control panel>internet option>advanced tab>click restore default>reset>apply>ok
-------------------------------------
MJ App on iPhone.
Things to Remember:
1. you may purchase a Magicjack Device if you want, but you may still use the App
without a Device. But first of all Let me explain something.
2. Before you do register the App, please make sure to decide if you want a US
number because once you have an APP, you cannot have a US number. You must purchase
a Magicjack Device in order for you to purchase a US number
3. When registering to link a Device to your MJ App, make sure to LOG IN EXISTING
do not create a New Account.
4. use the Email and password registered to your MJ Device. so that you may use the
US number for the MJ App
1. Plug in the mj plus into the computer's USB port

2. Make sure the dialpad says "stock symbol call"
3. On the left corner of the dialpad, click on the message that says "Or CLICK
HERE" to register and get a Phone Number ( for Inbound calls).
4. You will be prompted to select either "CREATE NEW ACCOUNT" or LOG IN INTO
EXISTING ACCOUNT"... Please make sure to click on "LOG IN INTO EXISTING ACCOUNT"
5. In there, Enter Email address and password (same email and password used to
register the standard MJ)
6.You will then be prompted to choose option below:
a) REGISTER AS A NEW DEVICE
b) REPLACE A CURRENT MAGICJACK (Your subscription and remaining year/years will be
transferred to your new device and your old magicjack will be expired)
7. Make sure Customer will select the option b) REPLACE A CURRENT MAGICJACK
8. Please choose which subscription you would like transferred to your new MJ PLUS
9. Then Customer either click NO or YES on the offers like insurance plan, 5 yr
plan.. Just follow the prompts until you see the message "Congratulations...."
Payments
Card Errors
Cannot Process payment Method
Authorization fails when purchasing items or adding a credit card online:
If your payment option can�t be authorized through your bank, or Marketplace

detects suspicious activity and is preventing charges, you may receive an error
that �Credit card authorization failed� or see one of the following error errors:
�Cannot process payment Method

�Merchant Override Decline
�AVS Failure
�Provide a new card
If you receive a message that your credit card authorization failed, follow any
instructions in the error message and then try the solutions below to resolve the
problem.
Solution 1: Confirm that you are using an approved payment method
�You can use Visa, MasterCard, or American Express cards on Online purchase as long
as they allow international purchases. Even if your card displays a Visa or
MasterCard logo, it is possible that it's not approved by your bank or issuing
financial institution to make an international purchase. Pre-paid cards, debit
cards, and gift cards (even those with a Visa or MasterCard logo) do not qualify as
international cards and are currently not accepted by Marketplace.
��You can use the following forms of payment:
�International Cards
�Visa Card
�MasterCard
�America Express (not supported in all countries)
International cards are credit cards that are issued by your bank or financial
institution which can be used in countries outside of the country of residence of
the cardholder or the country where the card was issued.
Even if your card has a Visa or MasterCard logo on it, it is possible it is not
approved by your bank or issuing financial institution to make an international
purchase. Pre-paid cards, debit cards, and gift cards (even those with a Visa or
MasterCard logo) do not qualify as international cards and are not currently
accepted by Marketplace.
Note: If your card is declined, please check with your issuing bank or financial
institution to understand if your card can be used for international transactions.
Some banks may also have restrictionsthat prevent you from using the card for
Internet-based purchases.
>>If your credit card is an approved form of payment, try the next solution.
Solution 2:
Check the card number, expiration date, card security code and name for the card.
Retype the credit card number without any spaces, commas, or other non-numeric
characters. Verify that the expiration date, card security code, and name that you
entered are correct and match what is shown on the card.
>>>If your card number, expiration date, card security code, and name are correct,
try the next solution.
Solution 3:
Check your credit card billing address. Make sure that the billing address used on
your card account matches the billing address used by your credit card company.
>>>If your Marketplace account address matches the billing address that is used by
your credit card company, try the next solution.
Solution 4:
Contact your bank or financial institution
The Online purchase might have failed for the following reasons:
�The credit card has not been activated.

�The credit card was declined due to insufficient funds.
�The credit card cannot accept online purchases.
�The card was reported as lost or stolen.
�The credit card company is intentionally preventing the card from being used.
Contact your credit card company or bank and make sure that the payment option that
you�re using was activated, that it has available funds, that it is set up to
accept online purchases, and that the transaction is not being blocked for some
reason.
>>>If your bank or financial institution is not blocking the transaction, try the
next solution.
Solution 5:
Try your purchase again later. The Oneline purchase might be blocked for one of the
following reasons:
�Too many recent declined purchase attempts.

�The Marketplace account or the payment option is being used from an incorrect
location, such as outside the country.
�The payment option that you provided may have a violation for non-payment that�s
preventing it from being used for new purchases.
Wait and try the transaction again in 24 to 48 hours. When many purchase failures
occur, it can prevent transactions from being processed until no purchase attempts
have been made for a while (usually 24 to 48 hours).
>>>If the problem still occurs after you�ve waited 48 hours, try the next solution.
Solution 6:
Remove your card and try again.

If these steps don�t fix your problem, you may have to try a different credit card.
Add a new credit card on your magicjack account page and try again.
-------------------------------------------------
AVS (Address Verification System) :
An AVS error means that the Billing address provided did not exactly match what is
on file with your Bank or Credit Company.
Unfortunately, sometimes the smallest inconsistency may cause this error. Although
it may seem as though you were still charged for the order, rest assured your funds
will return to your account within 2-3 business days. Your bank recognizes the
attempt and extends the funds to us. After about 48 hours of us saying "No thanks,"
they get the message and give your money back to you. This is a precaution put in
place to protect the card holder.
C V V - A CVV
This error means that you have failed to enter the proper CVV digits of your Credit
Card.
For Mastercard and VISA these are the last 3 numbers located on the back of your
card. For American Express, four-digit code printed on the front side of the card
above the number. It is printed flat, not embossed like the card number. This code
is called:
"CID" or "unique card code".
CVV/CVV2-Card verification value

CVC-Card Verification codee
The Card Verification Value (CVV) is a security feature for validating the
possession of the card. This feature is a three or four-digit code that provides a
cryptographic check of the information embossed on the card; it is an added measure
to prevent fraudulent transactions. The CVV code is not part of the card number
itself; therefore, you need to provide this information in the payment details
page. For Visa, MasterCard and Discover cards, the CVV is the 3-digit number
printed in the signature block on the rear of the credit/debit cards. For American
Express cards, the CVV is a four-digit number that can be found on the front of the
card.
When an order triggers an AVS failure, that means the address given does not match
exactly the address on record for that credit card. (this can be an abbreviation,
misspelling, etc.)
When this happens, a hold is placed on the money and the hold expires in 2 to 4
business days.(based on the guidelines set forth by the individual bank)
Unfortunately, this happens from time to time and as with all other processors, we
have no control this.
The systems and protections are put in place by the banks and merchants to protect
the consumer from credit card fraud.
If you believe you entered all of the data correctly, and there was an error in the
processing, please feel free to contact chat with us and we will be happy to assist
you.
------------------------------------------------------------------
What Merchant should have understood on the Process of Payment :
Hold Amount not Released by Bank

Hold Amount not Released by Bank
One of the biggest customer complaints we're seeing on our stores are fund holds
due to failed AVS checks. Here's what happens:
1. A customer visits your store and attempts to make a purchase. The customer
enters an address that does not match the billing address for the card. This fails
address verification system (AVS) that most merchants use to detect and prevent
fraud. The order doesn't progress past the store's payment gateway and does not
turn into a sale.
2. The customer's bank places a hold (or authorization) for the amount of the
attempted sale. Your online store is listed as source of the authorization. This
typically happens when the customer uses a debit card or check card and fails the
AVS.
3. The customer wonders why they were "charged" for an order on your store that
didn't complete successfully. They then contact the store asking for an explanation
of the charge.
4. The merchant is powerless to alter credit or void the authorization. Only the
issuing bank and release the hold. The customer must contact the bank and request
that the funds be release. Otherwise, the bank will release the funds once the
authorization expires. This can be 3 days or as long as several months. Needless to
say, this really bothers the customer.
This whole scenario is huge pie in the face for the merchant. They are powerless to
prevent it (turning off AVS is not recommended) and powerless to correct the matter
after it has occurred. To make matters worse, the bank statements make it appear
that the online store requested the authorization or hold.
The only solution is a long explanation to the customer that rarely is received
well. Your store suffers credibility and virtually kills the chance of that
customer returning for any future purchases.
All the merchant can do is try to inform the customer during the checkout process
and update the online store�s Terms and Conditions to cover this scenario.
Some stores have added a note close the billing information during the checkout
process to let the customer know that the billing information must match the
billing address for the card used. If not, the customer is warn about the potential
for a fund hold by their bank.
If a debit card or check card is used to make a purchase on the "YourStore"

website, and the purchase was not accepted for any reason (failed AVS or CCV
verification), please be aware that most banks will hold the "authorized" funds
(counting against your balance until the authorization clears) even if your order
was rejected by our security measures. The most common reason for the failed
transaction is that the billing address entered does not match the billing address
for the debit/check/credit card being used for payment. Our Address Verification
System (AVS) security measures will reject any transaction for a billing address
mismatch.
"YourStore" does not have the capability nor is not obligated to release the bank's
temporary hold on authorized funds. Since we do not have the capability to release
the bank�s temporary hold, we can not be responsible for the policies of the
customer's banking institution regarding the holding of authorized funds. Please
note that authorization fund holds last for varying periods, depending on the
issuing credit card company's policy. The period may be as little as three days or
as long as several months. We suggest that the customer contact the issuing credit
card company or bank in order to resolve these types of situations.
Conference
CONFERENCE Line
First time
May I have the exact message please?

Are we having this message : "To Call a Conference or Platform line, please visit
my.magicjack.com"?
Is this the first time you called this number?
Thank you for waiting. As per Agreement signed upon us with the Phone Carrier of
the number you are calling, we were not able to reach their end before as they are
declining the Free Calling with us. By continuously prosposing the said Agreement
of Free calling with them, still declined by them, they have proposed that we can
only reach them by having International Prepaid minutes. Thus, we are now able to
reach their end by having International credits. The call will be charged 2 cents
per minute calling that number.
Thank you for waiting. As per Interconnection Agreement signed upon us with the
Phone Carrier of the number you are calling, we have tried our best to process the
Free Calling Agreement with them. Unfortunately, they are declining and blocked us.
They are blocking us as to scheme and let our Customers blame us that we are not
able to reach them. We somehow manage to an Agreement with them that by having
International Minutes, we can reach them for 2 Cents Per Minute..
Able to call that number before
Thank you for waiting. As verified here, we are no longer able to reach the other
Phone carrier for Free calls as they have Revoked the Free calling and
interconnection Agreement with us.. However, we somehow manage to concur with an
Agreement with them so that using magicjack we can reach their end by purchasing
International Minutes..
The Phone carrier of the number you are calling is blocking the mj calls.. If you
happen to hear such Error upon call -"To call conference line, you have to purchase
International minutes", it means that the other phone carrier is blocking the call.
We somehow manage an Agreement with them to allow us from reaching them by having
international prepaid minutes.
It was stated in our Terms of Service at www.magicjack.com/tos (Number 3 � B and

Number 4). Some restrictions in cost prohibitive areas may apply. You will not have
the ability to call any number that would require the addition of any charges to
your phone bill, such as 900 or 976 numbers or any other "fee per call" type
service..
We regret to inform you but the other end has blocked us from reaching them and we
are already working on the Agreement.. I fervently wish too that the free calling
will be agreed once again.. However, they are now blocking it.. In the mean time,
you may able to reach them by having International minutes..
As per Terms of Service you have agreed upon registration : Section IV : We may
require prepaid purchase and/or we may charge you for calls to conference lines,
platforms and certain non-ILEC area calls, or any call wherein we incur a cost from
another carrier. We may provide for a fee, premium prepaid services, which may be
powered by YMAX Communications Corp. (YMAX), and may include some inbound,
international, conference, platform and outbound calls that receive a recording and
certain calls to non-ILEC areas, and the rates for those services will be governed
by listed price lists or tariffs. If you hear that message : " To call a cOnference
Line, you must purchase international minutes...", this means that the Number you
are calling is on non-ILEC areas where they are not Allowing magicjack calls for
free.
Charge $1
ENDING CHAT:
Please click on the word "CLOSE" button on the top right of this screen to end this
chat and the survey will appear! Thanks again! Have a great night! Take care!
If you have further issues and concerns, please don't hesitate to chat with us, we
are here 24/7 to cater your needs.
Please plug in the magicJack device on the USB port of the computer that you are
using right now and inform me once done.
Is the blue light of the magicJack device on and not blinking?
May I know if you can see the dial pad up there on your computer screen?
Please keep the device plugged in while running the upgrade and inform me once
download is done.
Please unplug the magicJack device then plug it back in after 15 seconds on a
different USB port of your computer and inform me once device is plugged back in.
Please restart the dial pad now:

click on MENU -- ADVANCED USERS -- RESTART
Please log in on your account at my.magicJack.com and inform me once logged in.
You are very much welcome, I am glad to have assisted you.
I hope I did a good job addressing your concern, have a great day ahead of you!
Please click on the word "CLOSE" button on the top right of this screen to end this
chat and the survey will appear! Thanks again! Have a great night! Take care! I
hope you do the *5 second survey for me
------------------------------------------------
FRAUD :
Just to inform you that as I have checked it here, your account is under review.
You will not be able to use the service of your magicjack device while your account
is under review. May I have an active phone number or email address of yours for us
to be able to get to you? I will also let the review or the concerned department
know about what you wish to happen. Do not worry since after the review is done,
which you will just be notified via email, you will be able to use the magjcjack
service once again. I cannot give you an exact reason or time frame about your
account being under review since I do not have the full access on your account and
only the review department has.
As much as I would like to help you regarding this issue, I do not have the full
access or the authority to look up and check on your account. The only help I can
give to you right now is let the concerned or the review department to know about
what you wish to happen and to give or maintain a follow up report on your account.
Do not worry as I will make this account or or put this issue at top of my
priority. Again, we will just contact you via email or the phone number after the
review is done.
Do you have other concerns so I can include it on the notes of this report?
We cannot give you the exact time frame or reason as to why your account is being
under review since we do not have the full access on your account and only the
review department has. The best thing that we can do for you right now is give a
follow up report or let the review or the concerned department know of what you
wish to happen. May I know if there's still anything you want to include in this
report?
Since the review will not allow you to do any purchase, it is best to not attempt
to purchase as it may may cause a delay on the review.
-----------------------------------------------------
NUMBER PORTING :
For the number porting (the number to be transferred should still be active on it's
current provider), you will have to register your device first with a free number
to be assigned by our system. Then after you have registered your device and you
already have the number, that's the time that you process the porting of number.
First, you will have to contact the current provider of the number and let them
know about the transfer of number to magicjack, arrange some agreements and verify
if the number can be transferred. Then after you have contacted them and the number
is ready for transfer, you can already process the porting. You may do it yourself
(just log in to your account at my.magicjack.com, click on Phone Numbers tab
-->select View-Renew-Add --> click on Port a Phone Number --> then click on
Transfer my Number) or with our assistance. We are open 24 hours. The porting of
number is a one time fee of $19.95 and the annual fee is $9.99 ( that is for the
maintenance or the keeping of the number since the numb ( that is for the
maintenance or the keeping of the number since the number is from the other
provider). It will take 5-10 days for the process to be completed. You will not be
able to receive incoming calls both from the current service provider of the number
and the magicjack service. You will only be able to call out using both services.
You will be notified via email after the process has completed and that is the time
that you disconnect the service of the number from it's provider.
note: the number to be transferred should still be active on it's current provider
while the process is going on
---------------------------------------------
USING SAME NUMBER :
For using the same number on a new device, you will be given an option upon
registration. Just make sure that in the beginning of the registration you click on
"I have already registered another magicjack and want to add this new device on the
same account". that will be for free. But if you use the same number, the new
device will be registered on the same account and it will carry the same
informations on the account where it is registered. You cannot use the same number
if you do not register it on the same account where the number is in.
I suggest that you use a new or a different number for your new device but you
register it with the same account. It will be beacuse you can swap numbers between
the two devices that you have on the account like you can use the number of your
device to your old one or use the number of your old one to your new device. You
may also activate only one number for both device. It will be up to you if you use
the old or the new number since only one one number for each device can be only
active with magicjack but rest assured that you still have the other number that
you have not used on your account and you can still activate or use it just as long
as your devices are still active. If you choose this option, you will have two
numbers on your account.
--------------------------------------------------
CONFERENCE PLATFORM CALLING :
If you hear the message that "for calling a conference platform message, please log
in to your account at my.magicjack.com to purchase minutes" that means that the
provider of the number that you are calling recognizes your call as a conference
platform. This is because the provider of the phone number you are calling is not
associated with magicjack. As stated as well on terms of service #4 that "We may
provide for a fee, premium prepaid services, which may be powered by YMAX
Communications Corp. (YMAX), and may include some inbound, international,
conference, platform and outbound calls that receive a recording and certain calls
to non-ILEC areas, and the rates for those services will be governed by listed
price lists or tariffs". This has been an inter agreement between telcos
(telecommunication companies). Same thing would also happen when you are using a
service from the other provider and you are calling a magicjack number since some
number from the other provider sometimes having issues recognizing another number
from a different provider. But do not worry as we are making our move or action now
to make calling inside US and Canada even to a different provider all free. Just to
inform you that we do not have the control of the situation and the one that charge
your calls is the provider of the number you are calling, this has been going on
for a while and has not happened before so we are really on the lookout on the
issue. We are sorry for the inconvenience this has caused you but we hope for your
understanding since we are not associated with the provider of the number you are
calling.
---------------------------------------------------
CALLER ID :
Just to inform you that some phone may not be compatible with the magicJack caller
ID, the problem is that the phone should be able to recognize the digital signals
from magicJack. You may ask for the compatible phone sets for magicjack at any
stores.
-------------------------------------------------
VIDEO LINKS :
http://aid.magicjack.com/UseMJ-Plus_PC.video.html
http://aid.magicjack.com/UseMJ-Plus_No_PC.video.html
--------------------------------------------------
DEVICE :
We offer the standard magicjack (old version) and the magicjack plus (the new
version). The standard magicjack is the device that only works when plugged in on a
computer with internet connection while the magicjack plus can be used with or
without computer (you may plug the device directly on the LAN port of your modem or
the USB port of your router, just connect a phone set to make and receive calls).
The standard magicjack is $39.95 and the first year comes along with the device
while the magicjack plus is $69.95 and the first year also comes along with it. We
offer renewals for one year ($29.95) and for five years ($99.75). You may purchase
the renewal plans upon purchase or after a year that your license expires. You may
purchase the device online (magicjack.com for the magicjack plus and
themagicjack.com for the standard magicjack) or via our toll free number (1800-649-
1271). You may also purchase the device on our authorized resellers (radio shack,
bestbuy, walgreen and walmart). The prices they offer are all the same but they do
not offer the renewal plans. You can only order for renewal online.
----------------------------------------------------
RENEWAL :
Since our company is expanding and in order to cater more customer we need to
employ and update our equiment. And in order for us to cope up with this changes is
for us to increased the renewal plan fee.
----------------------------------------------------
ERROR 401 DATE AND TIME CORRECT :
Please click the �START�(WINDOWS LOGO) button and select �Control Panel�. On the
upper right side , click the dropdown menu next to View by and Select �Small
Icons�.. then double click on the Device Manager.
please click on the + sign for Network adapters.
click on Adapter Realtek then select Properties.
then right click drivers tab.
then click roll back drivers and click OK.
(if roll back driver greyed out)
please Click on Update Driver and select on "Search Automatically for Driver
Update".
-----------------------------------------------------
BILLING ISSUE :
Our process for charging your credit card begins with pre-authorization process.
This means that your bank sets aside the requested funds for the transaction
related to your order, and some banks show this as a charge as if though your card
has already been charged. This however does not mean your card has already been
charged. After you authorize or upon completion and shipping of your order,
MagicJack.com completes the transaction at which time your card is charged.
Please check to be sure you have entered all of your credit card information
correctly including your card number, billing address (The address where your
statement is delivered.), expiration date and card security code.
-------------------------------------------------------
TRIAL :
Just to inform you that since you are under the trial you have not been charged
yet. "You will not be charged or billed during your trial period for a maximum of 2
(two) magicJacks or the standard shipping and handling charge. Your credit card
company may place a temporary "hold" on the transaction amount. If you do not
return the magicJack within 30 days from your purchase, that is the time that the
amount that applies for your order on trial will be deducted on your card.
--------------------------------------------------------
CALL LOGS :
You may not be able to view your call logs on your magicjack account when the
device is plugged in on your wall outlet since the call logs that will only appear
on your magicjack account are the calls made and receive through your computer or
the dial pad. You may check on the call logs on the phone set connected on your
device.
-------------------------------------------------------------
PROMO :
When you upgrade to the magicjack plus (this promo is only available for those who
have not availed of the magicjack plus yet) , you will have the service of it for
one year which is normally what happens. But you can transfer the service of your
old device to that new one you purchase(you can only transfer the service of the
old device to the new one if the service of that old device is still more than one
year), the service that the new device will carry is the service of that old device
which means that your old device will be deactivated and the new device will no
longer have the first free year of service. Yet you can also use both devices and
every device will carry it's own service.
--------------------------------------------------------------
Try the following steps for starting please issue in WINDOWS 7
1. Right click on magicjack icon in desktop then click Troubleshoot compatibility.

2.Windows will try to detect compatbility issues, then give you two options: Try
recommended settings and Troubleshoot program. I recommend trying the first option
first; if it doesn't work, you can always return and try the second (which gives
you the choice of which previous version of Windows you want compatibility with).
3.. After Windows applies the selected settings, click Start Program and see if
that solves the problem. Either way, click Next to have Windows apply the settings
"permanently" or try again with different settings.
----------------------------------------------------------------
Just to inform you that if we upgrade your old device to magicjack plus, the free
year of the magicjack plus will be deactivated since the service that it will carry
is the service of your old device, is that okay with you? Do we proceed?

--------------------------------------------------------
#1 CHARGE :
"magicJack has not charged your credit or debit card.You might have been mistakenly
notified of a charge that does not or will notexist.We expect for this to be
cleared up within a few days."
Pre-authorization is simply a way for the merchant to ensure you have the maximum
amount of funds anticipated to be spent available within that credit line. It will
be release back to your account in a few days. The average time for a Pre-
Authorization to cancel in 3-5 Business Days.
Take the magicJack Plus� with you when you travel outside of the country and you
will have free calls back to the U.S. and Canada. No matter where you are in the
world you can call the U.S. and Canada for free. You can also consider buying
magicJack PLUS for someone you know that lives overseas and give the gift of free
calls to U.S. and Canadian Phone Numbers.
Thank you for the time you have given me. I have canceled the auto-renewal charged
to your account. This will be forwarded to our Billing Department and they will be
able to process your refund now.. Please do check with your card company from time
to time for the refund on your account.

im glad to assist you on this please click the word "Click here" for the assistance
i have provided you on your concern. i will appreciate your time for doing the
survey. Thank you so much.
may i have your magicjack phone number please.
thank you for the information.

Please hold while i check that for you.
thank you for waiting as i have checked it here on our end the subscription for the
premium number that you have such as Canadian,vanity, and Custom number has already
been expire and for that lucky you, since you still have this number on your
account even if you have this number expired for more than a year and for this
reason you will not be able to have your service for outgoing and calls. and for
this if you want to your service for this number to be restored you will have renew
your subscription for a certain charges for the type of number you have that would
be $10 per year for Canadian/vanity/transferred number and $3 for a custom number.
since you are having a premium number for your magicjack device the number should
be renewed each year for it's annual service fee for keeping the number active for
it's incoming and outgoing service. and this fee would be a different from your
magicjack's device subscription
you may renew your phone number by logging in on your account on magicjack
Please click here to access your account
http://my.magicjack.com
please restart your dial pad by clicking MENU > Advance User > Restart
for the changes to take effect
"Billing"
-----------------------------------
may i have your active email address for the account please.
------------------------------------
may i have your magicjack Phone number please.
------------------------------------
may i know the exact message you have for not having the order go through please.
------------------------------------
May I have the last 4 digit of your credit card number that you registered to your
account?
------------------------------------
as i have checked it here on our end
------------------------------------
thank you for the information.
Please hold while i check that for you.
------------------------------------
for the magicjack device it would cost you $69.95 for the device itself + the
shipping and handling + the regulatory fee. that would total you $81.64
and it would be $29.95 per year for the subscription, but for the new device it
would be free on subscription for the first year.
------------------------------------
for the transfer number you have made during the registration regularly it would
take 10 business days for the number to be ported and it would cost $19.99 for the
processing and $9.99 for the annual service fee.
------------------------------------
You will not receive incoming calls until the port is completed (5-10 Business
Days)Until the port is completed, you will only be able to use your magicJack to
make outbound calls.
------------------------------------
1. Full Name
2. Email address
------------------------------------
Canadian Shipping
With Canadian delivery. It will take longer than US delivery. Because two couriers
will handle the package. First the USPS will deliver it to your local post office
Canada then it will be deliver to your address.
With US delivery it will take up to 10 business days so the Canadian delivery will
take longer than usual delivery in US,
------------------------------------
thank you for waiting. As i have checked it here on our end, your account is under
AUTO RENEWAL. would you like this to be cancelled?
Thank you for waiting. Your AUTO RENEWAL is already CANCELLED. Now since everything
is cancelled here on our end, then you will get your refund also. Need not to worry
about this for our end will take good care for this.
Here is your reference number:

-----------------------------------
"Troubleshooting"
------------------------------------
may i know what device are you using this moment is it a magicjack regular or a
magicjack plus?
------------------------------------
please do inform me once it is done.
------------------------------------
Please disregard previous message.
------------------------------------
Do you have your magicjack plugged into USB port of your computer this moment?
------------------------------------
is the dial pad up on your computer screen already?
------------------------------------
Let me know as soon as you can see your magicjack dial pad after.
------------------------------------
are you able to register your magicjack device already?
------------------------------------
Please unplug your magicjack device then replug it after 60 seconds on your
computer
------------------------------------
please do follow these steps for some troubleshooting.
------------------------------------
Please do test some calls after.
------------------------------------
Error 3 If Mcafee
Please open Mcafee Internet Security >> Click "firewall: ON">> click "setting" >>
click "program Permissions or "internet Connections for Programs">> Scroll down and
locate magicjack>> Click Magicjack then click "edit" >> Choose allow full access.
------------------------------------
Error 401
Go to Device Manager
click + or > network adaptersA
right click on the adapter (e.g. Realtek PCIE GBE Family Controller)
select "Properties" then click "Drivers" tab and click "Roll Back Driver" and click
Ok
then please do restart the dial pad please.
------------------------------------
Do you have an Internet Security or Anti-Virus there like Norton, McAfee, AVG,
Avast or others?
------------------------------------
for that issue Angela you are not the one who is experiencing it and We are aware
of this issue, and we are still working on it please do try again later. please do
extend your patience for that. for our engineering department is doing everything
to resolve this issue.
------------------------------------
don't worry the issue is just temporary for our engineering department is doing all
the updates on the magicjack, and this issue will be fixed as soon as possible
------------------------------------
I believe that I have already provided you all the information needed; I would like
to end this conversation with you. Thank you.
------------------------------------
Yes Donna actually our engineering department is working on it now. please do
extend your patience till that feature for the transfer number would be available
for the Canadian users
Getting started with the magicjack will cost you $39.95. That will be for the
device and a 1 year license which begins upon registration. Additional years of
service will cost $29.95 for 1 year and $99.95 for 5 years. You can order the
original magicjack by going to themagicjack.com or by calling 1-800-897-8700.
Getting started with the magicjack plus will cost you $69.95. That will be for the
device and a 1 year license, active upon registration. Additional years of service
will cost $29.95 for 1 year and $99.75 for 5 years. You can order the magicjack
plus by going to magicjack.com or by calling 1-800-649-1271.
The magicjack plus offers all the features of the original magicjack. The only
difference is that it can run without a computer. All you need are a phoneset, a
power outlet, and a router, for internet connection, and you're ready to go. This
setup is only available for the magicjack plus.
I will have to transfer you to a more appropriate operator who can process your
request. Will that be okay with you?
Would it be alright if I transfer you to a higher level of support so that you can
be better assisted on your issue?
I will be making a report regarding your request to cancel the auto-renewal that
you had with your magicjack. I will make the report as soon as we finish this chat
session. Once approved, a full refund will be processed. Would you like me to
disable the auto-renewal feature on your account?
There is an issue with your Internet Provider and we are looking into it. Please
provide us with an email address that you can be reached at and we will get back to
you if we have the solution.
The magicjack plus is a separate product. You will really need to order it if you
intend to have one.
You may retain the same number from your old magicjack to the new magicjack plus by
registering it on the same account that your magicjack is registered to. It will
give you an option to run the two devices under one number. In such cases, both
will ring when the number is called if the two devices are active during the time
of the call. The first device to be picked up will then answer the call. As for its
license, the magicjack plus has a separate and different license. You cannot
transfer any remaining years from your magicjack to your magicjack plus. It is a
separate subscription and has to be maintained separately as well.
Number porting will require you to have the number to be ported to be active during
the porting process. Number porting can be done in two ways. The first would be
during registration. When availing this method of porting, you will not be able to
receive calls on your magicjack or magicjack plus during the porting process. Calls
to the number that you are porting will still go to the old phone line that you
have. We will be sending you updates and instructions via email so please do check
on that. Another way of porting your number would be after registering the product
and getting a number. You can make a porting request by logging in to your account
at http://my.magicjack.com. Click the "My Subscriptions" tab, and then the
"Details" button under "Transfer Your Phone Number to magicJack". Follow the
prompts to submit your transfer request. We will be providing status updates and
instructions via email.
Number porting will cost $19.99 for the process and $9.99 annually to maintain the
number.
Standard Shipping orders will typically be delivered in 3 - 10 days after shipment.

Express Shipping orders will typically be delivered in 2 - 4 days after shipment.
Please open Programs and Features. Please search for Magicjack. Uninstall it if
it's in the list.
As I've checked here in your previous chat transcripts, a report has already been
done regarding this issue of yours. Please do give it some time as issues like this
do take time to get fixed as it need a whole lot of cooperation between us and
other carriers. Please do check on your email address every once in a while as we
may be contacting you through it if the situation calls for it. I would suggest
checking on those numbers regularly as well as some changes may be implemented
without prior notice.
We do put a hold on your credits once your order is placed. If you return the
device within the 30 day trial period, we will process a release or refund,
depending on which applies. Once the 30 day trial period expires, the pending
charges will automatically become final.
We do charge an annual fee for any ported number. We do maintain numbers

differently here in our system. We do spend resources to accommodate any new number
as features like voicemail, call logs, contacts, and many others are attached and
maintained together with the number. These features do expand upon continuous usage
thus requiring more resources to maintain them.
Please print the RMA page with the bar code. Enclose it in the package when you
return the magicjack to
magicJack LP, PO BOX 6846, West Palm Beach, FL, 33405
DLink Entries
Please add this entry: (Make sure that the checkbox on the left side is checked)
Name: MJ
IP Address:
TCP: (blank)
UDP: 5060, 5070
Schedule: Always
Inbound Filter: Allow All
When you're finished, click Save Settings near the top of the screen to save your
changes.
Linksys Entries
Click the Security link near the top of the page.
Remove the checkmark from the Block Anonymous Internet Requests checkbox.
Click the Save Settings button near the bottom of the page.
Please add these entries on the Port Range Forward menu:
Entry 1
Application: MJ1
Start: 5060
End: 5060
Protocol: UDP
IP address:192.168.1.101
Enable: checked
Entry 2
Application: MJ2
Start: 5070
End: 5070
Protocol: UDP
IP address:192.168.1.101
Enable: checked
When you're finished, click Save Settings near the bottom of the screen to save
your changes.
Netgear entries
Please add these entries in the Custom Services Menu (make sure that the Enable
checkbox is checked):
Service Name: mj1

Starting Port: 5060
Ending Port: 5060
Server IP Address:
click ADD
Service Name: mj2

Starting Port: 5070
Ending Port: 5070
Server IP Address:
click ADD
DLink (old gui)

Static DHCP:
Home(top bar)> DHCP (left bar)
DMZ:
Advanced(top bar)>DMZ(left bar)
DLink (new gui 1)

Add DHCP Reservation:
Setup(top bar)>Network Settings
DMZ:
Advanced(top bar)> Firewall Settings
MAC FILTERING
Advanced(top bar)>Network Filter
Dlink (new gui 2)
MAC FILTERING
Advanced(top bar)>Network Filter
DMZ:
Advanced(top bar)> Firewall Settings
As I've checked here in our end, you requested your number to be ported over to us
during registration. You will not be getting a temporary number in this case. You
will be able to make outgoing calls from your magicjack device. However, you cannot
receive calls on it just yet. Any call to the number that you requested to be
ported over will still go to your old phone line. This will be the case until the
porting process is finished. Please refer to emails from us with regards to updates
and instructions about the porting process. As for now, please keep the number you
are trying to port active.
We did not complete any charge, since you order was Cancelled/Killed/Denied. What
you have is a preauthorizational hold or pending transaction. The money, even
though deducted from your available balance, is still with your bank as they put it
on hold. It is your bank's responsibility to release that hold, within 1-5 business
days or depending on your bank's policy.
If they do not release it within 24-48 hours, you can fill out the release form
with us and we will fax them to force them to release the hold. (Provided that the
order is not past 7 days, this can be processed).
Please print the RMA page with the bar code enclose it in the package when you
return the magicjack to
magicJack LP, PO BOX 6846, West Palm Beach, FL, 33405
Please click on the "Add Payment Method" button. In there, click on the dropdown
box above First Name and Last Name. Select "Add a New Address". Make sure to add
the correct billing address in there. Any mismatch in it can cause the transaction
to be declined.
Open a web browser like Internet Explorer or Firefox. Enter the default gateway of
your router in the address bar of your browser.
http://i275.photobucket.com/albums/jj284/davidli919/DSC00353.jpg
Adding a credit card:
Please put your mouse pointer over "Account" then click on "Manage Payment
Information".
Click on "Add a Credit Card". In the next page, click on the dropdown box above
First Name and Last Name. Select "Add new address or select from list" then add
your credit card information. Make sure that the correct billing information is
added as any mismatch may cause the transaction to fail. Let me know if you're done
so I can check on it here.
I will have to make a report regarding your issue so it can be acted upon
accordingly. Please give me your full name and active email address.
I do understand that sentiment. However, we do have our limitations with regards to

what we can do here in our end. We do try to accommodate our customers and bend to
their requests as much as we can but this is really not allowed under our company's
policy. Please do understand that this really is beyond our control.
We usually apply changes on this automatically but we do contact customers when the
situation calls for it. Please do check on your emails regularly as some of our
emails do get mixed with Spam and get deleted automatically at times.
I have now cancelled the order here in our end. Any charge on this order should be
dropped off soon, depending on your bank's policy. You will be getting an email
regarding the cancellation soon. Please check on that later on for the details on
this.
I have processed your replacement here in our end. It has order number XXXXXXXX and
is worth XXXXXX. It will be delivered to XXXXX. You will be getting an email
regarding this soon. Please do check on that later.
Is the address used on the order correct or does it need some editing?
Now please go to �Advanced� Tab and in the Dropdown Arrow for Default Format (near
the Test button), please select � 1 channel, 16 bit 8000 Htz, telephone quality�
and click apply and OK. Then tell me when you are back in the sound window�
you have is a preauthorizational hold or pending transaction. Meaning the money,
even though deducted from your available balance, is still with your bank as they
put it on hold. It is your banks responsibility to release that hold, within 1-5
business days or depending on your banks policy.
But if they do not release it within 24-48 hours, you can fill our the release form
order is not past 7 days).
---------------------------------------------------------
Number porting not available as of this moment.
thank you for waiting as i have checked it here on our end the current phone
service provider of this number is not allowing this number to be ported out as
there was a problem with this number on their end. i suggest you do contact them
for the reason why would this number would not be available to be transferred this
time
---------------------------------------------------------
KIlled order card used Overseas
--
thank you for waiting as i have checked it here on our end the order was cancelled
by our system due to the reason that the card used for order was used outside the
country on where it is registered and as for this for our system to avoid unwanted
charges on our customers this would be the protocol that would made if doing this
kind of transaction
i suggest if you do have relatives on US as the card billing address was registered
there you may have them purchased it for you. just to make the transaction push
through
--------------------------------------------------------
after logging in to your account please go to the "account's" tab and click on the
"manage payment information" and click on the add card.
--------------------------------------------------------
Java
http://javadl.sun.com/webapps/download/AutoDL?BundleId=31620
hotspot shield
http://www.anchorfree.com/downloads/hotspot-shield/
---------------------------------------------------------
Im afraid as magicjack does have a free calls on US and Canada but as the area code
you are trying to call does belong on the high cost area number im afraid it is the
other end who is responsible for the charges that would be made as you do place a
call on those numbers and the only to connect the call is to follow the pronpts
that the other end tdo requires you to have.
you can do check it on TOS that you have signed during the registration of your
magicjack device for usage it would be found in number 3.b part of the terms of
service.
YMAX Communications Corporation may be the provider of outbound calling services to

subscribers on traditional telephone or wireless networks in the United States, for
toll free calls, and/or for international calls. Some restrictions in cost
prohibitive areas may apply. You will not have the ability to call any number that
would require the addition of any charges to your phone bill, such as 900 or 976
numbers or any other "fee per call" type service. Calls of long duration may be
terminated to make sure the integrity of the network is kept intact, which would
prevent abandoned calls.
Thank you for waiting. It seems that you are calling a cost prohibitive area. We do
offer free interconnects with other providers but we cannot say the same for other
providers. It seems that the carrier holding the number that you are calling is not
allowing this to go through as a free transaction. We do need to follow their
policy as we are not able to impose our policy on theirs. It really is their right
to claim such charges. I do understand that this is not a regular thing with our
service but this is not really fully in our hands and we have little to no control
over these matters.
------------------------------------------------------
as i have checked it here on our end your issue has just been reported by our top
agents and for that reason please do be patient till the report that our top agent
has reported. do not worry as you have given them your email and other informationa
about this issue, someone will come back to you via email for the solution in this
issue of yours.
------------------------------------------------------
please dont hesitate to chat us back here and for your convenience I will be saving
this chat for you not to repeat the whole thing again just ask the Next Opertor to
read our chat okay?
Here is your reference number:
-----------------------------------------------------------------------------------
-------------------------------
On your magicJack softphone:
Click "Menu"
Select "Volume/Headset Control"
Choose and "Check Off" Your Device:
"Telephone" OR "Headset/Other"
-----------------------------------------------------------------------------------
-------------------------------
RMA
You can now return it to the address written on the package when it was sent to
you. Enclose your RMA number and wait for the email confirmation containing the
information that the company already received the returned device.Please save it to
your notepad and print it since you will need to include it to the package.
Return Address:
magicJack LP
PO BOX 6846
West Palm Beach , FL 33405
-----------------------------------------------------------------------------------
-------------------------------
REFUND/SUBDIVIDED
Sometimes, the refund process are divided into several payments so if you received
only that partial amount now, the balance due shall also be credited in the next
coming days.
Please check your credit card company from time to time for update of your refunds.
We appreciate your patience and cooperation.
-----------------------------------------------------------------------------------
-------------------------------
REFUND/SUBDIVIDED
Sometimes, the refund process are divided into several payments so if you received
only that partial amount now, the balance due shall also be credited in the next
coming days.
Please check your credit card company from time to time for update of your refunds.
We appreciate your patience and cooperation.
-----------------------------------------------------------------------------------
-------------------------------
AUTHORIZATION FAILED:
As I've checked your order status here in our end, it shows that our system
detected a problem with the Credit Card that you were using upon placing your order
causing your order not to be shipped. To correct this error, please be advised to
update the Credit Card that you've used upon placing your order using the link
below.
-----------------------------------------------------------------------------------
-------------------------------
AMOUNT ON HOLD
As being been stated with the terms or service, we do not process any charges with
the trial orders if you are not yet up with the 30-day warranty status. However, if
you see amounts on your statement, please note that it is not yet taken from you.
That amount is currently on hold and we do not have it yet. The reason why we need
to put on an Authorization to hold that amount is that to make sure too that your
card is valid and to make sure that after the trial period, the transaction shall
go through and that is also to also prevent your magicjack from being out of
service.
Different banks do it different ways so I am suggesting that you contact your

credit card company and talk with a supervisor personally because they can best
explain to you how authorization on holding an amount works with full details.
In the event that you have already contacted them and then you feel that this issue
is not yet settled, which I believe will not most likely happen, please feel free
to get back to us and we shall help you how to resolved this issue with your credit
card company.
-----------------------------------------------------------------------------------
-------------------------------
DEBIT CARD:
Unfortunately that is how debit cards work. We do not charge the amount. The bank
goes in and takes the full amount and puts it on hold. If you for some reason are
not satisfied with the magicjack, The amount will be returned to your account.We
cannot control how your debit card handles the transaction.And I am very sorry to
say that we cannot control that.
There's a section in our Ordering site (page 2) for debit card users which warns
you about being charged right away. There is a check box there that says "if you
will check the checkbox a message will appear, "Due to the nature of the free trial
offer, this free trial is only available for credit card users. If you use a debit
card, your card would be charged right away. But you will still receive our 30-day,
No questions asked, Money back guarantee.
The $1 is to check whether your cad is fraudulent or might be compromised.
This is being done for us to make sure that there is sufficient balance in the
account and that the account is legit.The amount may have been reserved for the
purchase you have made from us, and these are to make sure that the transaction
goes through properly.
Every credit/debit card company has its own systems and I'm afraid those are beyond
our control.
Your purchase account was not closed, and it will be by the 31st day from your
purchase. It will be closed from any further actions, and that includes refunds. If
in any case you do not want the magicJack and decide to return it to us, we will
release the full amount back to your account - no questions asked.
-----------------------------------------------------------------------------------
-------------------------------
Using magicJack PLUS without a computer
1. Plug the magicJack PLUS into the power adapter that has been provided
2. Plug the Ethernet cord that has been provided into the magicJack PLUS
3. Plug the other end of the Ethernet cord into your modem our router
4. Plug a telephone into your magicJack PLUS
5. Plug the power adapter into a power outlet
1-800-897-8700 Magicjack
1-800-649-1271 Plus
www.magicjack.com
MJplus $69.95
REGULATORy $3.74
STDSHIP 7.95
Total = $81.64
http://go.microsoft.com/?linkid=9646978
Please choose" I do not want a new number, I will use one of the numbers registered
to my account."
Please choose "I do not want a Vanity or a Canadian number, I will pick my US area
code and prefix from a list and you will assign my last four digits."
Thank you for patiently waiting. This Issue is being forward to our Engineering
department. Since Our engineers are working to get them completed as fast as
possible. We apologize for the inconvenience and appreciate your patience.
Charged on Long Distance

Any charges applied to a person calling you is dependent on their individual
calling plan and their current carrier. Typically, people have an unlimited calling
plan for both local and long distance calls.
Long Distance
If your number is being identified as a local number when it is a long distance

number", please tell your friends to call there long distance carrier and tell them
to route your call properly to magicjack.
Ending
Please keep this ticket number: <LTK554043151848X > which will serve as a proof of
this conversation. You may chat us back with that information so the next
representative will be able to know who handled
Supervisor Rebutts
Dave, I'm afraid that I cannot give you any number to call with, since we are just
doing Tech Support only in order to help you with any technical Issues on the
magicjack. Hope you understand.
Fraud Rebutt
problem our end. Once again, it is already reported for this issue but rest assured
that you will get fine results on this matter since customers concern are priority
here and we know we're the voice of customers issue. They will be back with an
updates with this issue via email. If any chances, you won't receive any updates
then please notify us immediately. To be convenient for you, please do ask for my
name or any available supervisors so that you will be forwarded to us immediately
for that matter. Thank you so much for your cooperation and patience. I appreciate
it.
Rebuts 2
As I checked your account here, it shows that it was under review since January 31,
2012. And the report was forward to our Higher Admin. And Ron Give me time for me
to make an follow up report regarding on this. Please extend you patience.. Thank
you..
I'm afraid that I cannot do that for you Ron, Since your account is under reviewed
by our Higher Admin and I don't have a full access on your account. Let me do some
follow up report regarding on your issue.
My apologies, I will not be able to give the exact time frame however with my
position, I will make sure this will be taken care of successfully since I know
myself that I am the voice of customers concern and it is my obligation to give
remedy in each customers who needs my help.
I highly appreciate your time and patience with this.
Rebuts 3
AM. In order for you to connect to the higher department. I will make an follow up
report on this and you will be notified via email for the update. Our higher admin
will be mark this as priority as soon as possible. Please give me another minute to
make a report on this. Thank you.. Please Extend your patience.
Rebuts 4
Thank you for waiting . Your concern has been forwarded to our Review Department
Billing
Past due amounts
__. We have a company policy that custo
mer should paid the balance first before they can order again. Thank you.
Killed IP
1. Your order did not go through because there is some conflict with your internet
service provider. May I get your email address
so that we can report this issue to our engineering department and mark this as a
priority issue. Thank you
2. tell cs to wait for an email confirmation with a resolution
Last name no match
1.Your order did not go through because of an error called Last name no match.
Meaning you had two accounts with different names used in 1 card.
You may use the name of the account that will match to the name of the card. Thank
you.
AVS no match
Overseas credit card mismatch
1.Your order did not go through because your billing address did not match to the
address you registered to your bank.
You may contact your bank and match the address in order for your to complete your
transaction. Thank you
US card used overseas
1.Your order did not go through because there is an error here in our end and that
is you're using a US address card out of US.
I believe that your bank will not allow that. You may contact your bank to fix this
error and to complete your transaction. Thank you
Dazzle error
1.Your order did not go through because there is something wrong in the address you
3IPP/30 days
Your order did not go through since you had already reached the maximum 8 IPP
within 30 days . We have a company policy that you can only purchase 8 IPPs
in 30 days. In order for you to order again, we should wait 31 days starting from
your first order. Your first order was on (first order) and we will add the 31
days. You may order IPP again on ___ .
Thank you.
Multiple orders
1.Your order did not go through since you have a multiple orders in 24 hours.
Please order again after 24 hours. Thank you.
500 up
1.Your order did not go through since you had a pending charge of $__. We have a
company policy that we should wait for the pending
above $500 to be charge before you can order again. Please wait for your pending
to be charged so you may order again in our company. Thank you.
Auth failed
1.Your order did not go through because the authorization is failed. Your bank did
not authorized the amount $ .
You may contact your bank to allow the charged or you may use a different card
using the replaceorderlink. My.magicjack.com/replaceordercard.html
AVS Failure
Okay please double check the correct billing address you entered It should be the
same from your card bank. Or you may Call your bank for the complete information of
your account.
AVS Failure
Make sure your address is the same that you installed magic jack with, if not
change your address then. You can renew your license for one year, three years or
five years. Enter your credit card information, including your billing address and
zip code, to complete your renewal.
Auto renewal
Thank you for waiting, I have fully deactivated the auto-renew on your magicJack
(Serial No: ********** ) to prevent any charges in the future. I will also cancel
the auto-renew order (Order Number: ********* ) Total: $31.39 The amount will be
credited back to your card.
Magicjack number
Please try to dial the access number : 305-848-8255 before you dial your Phone
Number: *0100103000* .
I have not heard from you in a while. Do you wish to continue this chat session?
Since I have not heard from you for some time, I am going to close this chat. If
you need any help in the future, please do not hesitate to chat with us again. Good
bye
" Cannot start "

http://support.microsoft.com/mats/hardware_device_problems/
1-800-897-8700 Magicjack
1-800-649-1271 Plus
www.magicjack.com
MJplus $69.95
REGULATORy $3.74
STDSHIP 7.95
Total = $81.64
http://go.microsoft.com/?linkid=9646978
Please choose" I do not want a new number, I will use one of the numbers registered
to my account."
Please choose "I do not want a Vanity or a Canadian number, I will pick my US area
code and prefix from a list and you will assign my last four digits."
Thank you for patiently waiting. This Issue is being forward to our Engineering
department. Since Our engineers are working to get them completed as fast as
possible. We apologize for the inconvenience and appreciate your patience.
Charged on Long Distance
Any charges applied to a person calling you is dependent on their individual

calling plan and their current carrier. Typically, people have an unlimited calling
plan for both local and long distance calls.
Long Distance
If your number is being identified as a local number when it is a long distance

number", please tell your friends to call there long distance carrier and tell them
to route your call properly to magicjack.
Ending
Please keep this ticket number: <LTK554043151848X > which will serve as a proof of
this conversation. You may chat us back with that information so the next
representative will be able to know who handled
Supervisor Rebutts
Dave, I'm afraid that I cannot give you any number to call with, since we are just
doing Tech Support only in order to help you with any technical Issues on the
magicjack. Hope you understand.
Fraud Rebut
problem our end. Once again, it is already reported for this issue but rest assured
that you will get fine results on this matter since customers concern are priority
here and we know we're the voice of customers issue. They will be back with an
updates with this issue via email. If any chances, you won't receive any updates
then please notify us immediately. To be convenient for you, please do ask for my
name or any available supervisors so that you will be forwarded to us immediately
for that matter. Thank you so much for your cooperation and patience. I appreciate
it.
Rebuts 2
As I checked your account here, it shows that it was under review since January 31,
2012. And the report was forward to our Higher Admin. And Ron Give me time for me
to make an follow up report regarding on this. Please extend you patience.. Thank
you..
I'm afraid that I cannot do that for you Ron, Since your account is under reviewed
by our Higher Admin and I don't have a full access on your account. Let me do some
follow up report regarding on your issue.
My apologies, I will not be able to give the exact time frame however with my
position, I will make sure this will be taken care of successfully since I know
myself that I am the voice of customers concern and it is my obligation to give
remedy in each customers who needs my help.
I highly appreciate your time and patience with this.
Rebuts 3
AM. In order for you to connect to the higher department. I will make an follow up
report on this and you will be notified via email for the update. Our higher admin
will be mark this as priority as soon as possible. Please give me another minute to
make a report on this. Thank you.. Please Extend your patience.
Rebuts 4
Thank you for waiting . Your concern has been forwarded to our Review Department
Billing
Past due amounts
__. We have a company policy that custo
mer should paid the balance first before they can order again. Thank you.
Killed IP
1. Your order did not go through because there is some conflict with your internet
2. tell cs to wait for an email confirmation with a resolution
Last name no match
1.Your order did not go through because of an error called Last name no match.
you.
AVS no match
Overseas credit card mismatch
1.Your order did not go through because your billing address did not match to the
US card used overseas
1.Your order did not go through because there is an error here in our end and that
is you're using a US address card out of US.
Dazzle error
1.Your order did not go through because there is something wrong in the address you
3IPP/30 days
Your order did not go through since you had already reached the maximum 8 IPP
within 30 days . We have a company policy that you can only purchase 8 IPPs
in 30 days. In order for you to order again, we should wait 31 days starting from
your first order. Your first order was on (first order) and we will add the 31
days. You may order IPP again on ___ .
Thank you.
Multiple orders
1.Your order did not go through since you have a multiple orders in 24 hours.
Please order again after 24 hours. Thank you.
500 up
1.Your order did not go through since you had a pending charge of $__. We have a
company policy that we should wait for the pending
above $500 to be charge before you can order again. Please wait for your pending
to be charged so you may order again in our company. Thank you.
Auth failed
1.Your order did not go through because the authorization is failed. Your bank did
not authorized the amount $ .
You may contact your bank to allow the charged or you may use a different card
using the replaceorderlink. My.magicjack.com/replaceordercard.html
AVS Failure
your account.
AVS Failure
Make sure your address is the same that you installed magic jack with, if not
change your address then. You can renew your license for one year, three years or
five years. Enter your credit card information, including your billing address and
zip code, to complete your renewal.
Auto renewal
Thank you for waiting, I have fully deactivated the auto-renew on your magicJack
(Serial No: ********** ) to prevent any charges in the future. I will also cancel
the auto-renew order (Order Number: ********* ) Total: $31.39 The amount will be
credited back to your card.
Magicjack number
Please try to dial the access number : 305-848-8255 before you dial your Phone
Number: *0100103000* .
I have not heard from you in a while. Do you wish to continue this chat session?
Since I have not heard from you for some time, I am going to close this chat. If
you need any help in the future, please do not hesitate to chat with us again. Good
bye
" Cannot start "

http://support.microsoft.com/mats/hardware_device_problems/
--------------------------------------------------------------------
TROUBLESHOOTING :
TROUBLESHOOTING
ERROR
Error 1
If you hear error 1 while trying to place a call with your magicJack PLUS, it means
that you are not connected to the Internet.
To resolve this, make sure that one end of the ethernet cable is plugged into your
modem/router/switch and the other end into your magicJack PLUS.
You also need to make sure that your modem/router/switch is powered on and that the
port you have connected the magicJack to is functioning correctly.
Error 3/9
1. Firewall troubleshooting � Windows firewall (ON), then �ADD PORTS�
2. Add trusted sites
3. Turn off VPN of CUSTOMER for his company
4. Install Hotspot shield
5. Configure DNS for magicJack
6. Refresh entice
7. Roll back or update the Network Adapters on the device manager
8. Set Proxy setting to automatic (Dapat walay CHECK mark)
9. Correct time
Error 4
On your softphone, please do the following:
1. Click "Menu" on the top right-hand corner
2. Click "Advanced Users"
3. Click "Restart"
If your magicJack PLUS is plugged into your modem or router, unplug it from the
power source, wait 30 seconds, and plug it back in.
If that does not work:
On your computer, go to Control Panel

Go to Network Connections
Right click on your active Internet connection
Select Properties
Scroll down to Internet Protocol (TCP/IP)
Click on Properties.
In there check the little circle that says �Use the following DNS Server address�.
In Preferred DNS Server type in: 67.90.152.122
In Alternate DNS Server type in: 67.107.71.186
Click OK and OK.
Now restart your magicJack, by following the steps above.
Error 401
Correct Time
Restart Dial Pad
Add Sites
ha
Error 20
1. Correct time
5. Refresh entice
9. Turn off VPN of CUSTOMER for his company.
Error 401/404
1. Refresh entice
4. Turn off VPN of CUSTOMER for his company
5. Correct time
Error 403
1. Cannot be fixed, blocked admin state on CSR ------- CHECK for fraud, CHECK for
notes
Error 3002 (Portforward)

Option 1:
Contact your Internet Service Provider (ISP) and make sure they allow multiple
devices to be connected to their modem. There are some ISP's that only allow one
device to be connected.
Option 2:
Connect a router to your modem and let the router handle DHCP (most routers have
this setting enabled by default). Once the router is connected to the modem, you
can connect the magicJack PLUS to one of the available Ethernet ports on the back
of your router.
BAD AUDIO
Quality high-speed Internet connection will ensure a clear voice quality.
If you are using magicJack APP on your computer, please skip to step 2.
Step 1:
Please try connecting your magicJack to a different USB port and try again.
If you are using magicJack PLUS, please unplug it from the power source, wait 30
seconds, and plugg it back in.
Step 2:
Please turn off your modem and router (if you are using one) for 3 minutes. Then
turn them back on again. Now unplug your magicJack and plug back it back in. After
it starts up again, try to make a phone call.
If you are using the magicJack APP, please restart it by double clicking the icon
on your desktop, after you have rebooted your modem and/or router.
Step 3:
Right click on My Computer>Click Properties>Click the Advanced Tab
>Under Performance, click Settings>Click the Advanced tab
>Under Performance, click Settings>Click the Advanced tab
>Click Apply>Click OK>Click OK again.
Now restart your magicJack and try a couple of calls to see if the quality
improves.
Step 4:
Please make sure that you have a good Ethernet cable connected from either your
router/modem to your computer or from your modem to your router. Although some low
priced Ethernet cables can handle Internet connections without any issues, they
might affect the quality of your phone calls.
NOTE: If you are using the optional USB cord, please try without it. You may also
try a different telephone with your magicJack or magicJack PLUS
Echo problem
Go to "Menu" on the top right-hand corner on your magicJack softphone/dial pad.
Click "Headset/Volume Control..."
Lower the volume for both "Speaker" and "Microphone" to about 1/3 (one-third) of
the maximum levels.

Try plugging your magicJack into a different USB port.

Unplug your magicJack, restart your computer, and plug your magicJack back in.

Unplug your magicJack, turn your modem and router ( if you have one) off and wait 3
minutes.
Turn your modem and router back on and plug your magicJack back in.
If you experience an "echo" when using a magicJack PLUS connected to modem or

router:
Lower the volume on your telephone.
Unplug your magicJack PLUS from the power source, wait 30 seconds, and plug it
back.

Unplug your magicJack, turn your modem and router ( if you have one) off and wait 3
minutes.
Turn your modem and router back on and plug your magicJack back in.
Error unable to provision magicJack / Please Connect to the internet and double
click here / Internet provider can't be found. Make sure you have an internet
connection / Failed to connect to Service Provider. (Portforward)
On your softphone, please do the following:
1. Click "Menu" on the top right-hand corner
2. Click "Advanced Users"
3. Click "Restart"

1. Please check that your computer's date and time are correct.

2. Please Click Here to download and run the upgrade. (3 links)

3. Disable any antivirus that may be running on your system and try again.
Restart magicJack again by following the three steps above.

Please open port 49152-65535 UDP on ALL firewalls and your router, if you have one.
(Router ports can be opened via the web application applicable to your router).
How to access Web Application for router

Agent: Please give me the BRAND NAME and MODEL of your router. Thanks
Instructions to CUSTOMERS
Start > Run > Type in cmd > Press ENTER
A command prompt will open

Type ipconfig > press ENTER
Make note / write down name of the default gateway and IP address
Open your Internet Browser
Type in the default gateway IP (Example: 192.168.1.1)
Type in Username and Password
Find "Port Forwarding" and Forward Port 49152-65535 UDP for the IP address you
located
MAGICJACK PLUS
Instruct the CUSTOMER to find the IP listed on the DHCP settings. Mac address of
the magicjack plus will always start with 6C look for it and get the IP address for
it in the list, that is the IP address assigned by the Router to the magicjack
plus. Once you have that IP address.
------------------------------------------------------
NUMBER PORTING :
NUMBER PORTING IN
For number transfer, a one time request fee of $19.99 would apply and a yearly fee
of $9.99. Please do not disconnect your land line before and during the process.
The process may take up to 10 business days and you will be notified via email once
the process is complete. Upon that 10 day working days, you may only make Outgoing
calls. After the Transfer is complete, you may now receive calls. We are sorry for
the Inconvenience but the process may have to be completed for the number
transferred to magicjack to work properly.
May I please have your MJ number and the Telephone number you want to transfer to
MJ so that we can check it here the availability of the number?
Please Click the "My Subscriptions" tab, and then the "Details" button under
"Transfer Your Phone Number to magicJack".Then please click on the "Transfer My
number" button then please follow the on-screen prompts there to subit your
transfer request.
Yes. We are Beta Testing now. You may transfer your number to magicjack whenever
the Phone carrier number can be transferred to magicjack. However, if you found out
that the transfer number is not yet available, I am afraid to inform you but our
End may still be working on the Transfer availability with your phone Carrier.
Thank you for patiently waiting. I was just informed by our Engineering Department
that they are still on the process of working on with the Interconnection Agreement
with your Phone carrier so that the number transfer will take effect the soonest
Possible time.
------------------------------------------------------------
BILLING
I hear your concern. The said amount is temporarily on hold. We didn't get any
charges. We rest assured that your money will be back in your bank, no worries. It
will be released back to available balance as you cancel your order. You may
contact your bank for follow-up.
Rush Shipping = Not refundable

Standard Shipping = Refundable
Your order was not go through due to your bank did not authorized your Amount
$104.92. However, you may contact your bank regarding this or you can log in to
magicjack\replacement.html and use other account to purchase or you can cancel your
order and reorder again.
Your order didn't go through. Because there is something wrong in your address.
However, you can cancel your order and reorder again.
INQUIRY :
Magicjack
For Magicjack Standard cost $39.95 with free 1 year of service, for the second year
you only have to renew the license, Available license are 2nd year plan for $29.95
or 5 year plan for $99.75 wherein you will have a yearly savings of $10 compared to
the $29.95 yearly renewal.
Magicjack Plus
For Magicjack plus(with or without a computer) cost $69.95 with free 1 year of
service, for the second year you only have to renew the license, Available license
are 2nd year plan for $29.95 or 5 year plan for $99.75 wherein you will have a
yearly savings of $10 compared to the $29.95 yearly renewal.
Conference Calling
The number you are trying to call is detect as a High Cost Area due to
Interconnection Agreement.
Interconnection Agreement on all the provider in the US. It's shows that the area
you are trying to call is belong to an High Cost area. That's why you got a record
message to purchase a prepaid.
Conference Calling 2
Meaning the number you are trying to call is detect as a High Cost Number. The
Problem is not on us. The Provider on that number is blocking our calls that's why
we do an alternate solution to connect that calls to them.
And that was the reason why we need to purchase prepaid minutes to connect our
calls from our end to them.
Since they know that magicjack don't have a Monthly fee's and we do offer free
calls to all US numbers.
For them to get credit on that call they release that agreement to us.
http://upgrades.magicjack.com/upgrade/20100402000008/upgrade.dmg
Conference calling
As I have checked here the number you are calling is under a rural provider, rural
providers request payments from other providers when they are being called. Since
magicjack has no monthly bills unlike any other providers you need to purchase
prepaid minutes to make calls to those numbers that are under rural providers. If
we have monthly bills like other providers then we may include it to your monthly
bills. But since we don't have one then we will require you to purchase prepaid
minutes instead.
Canadian Number / US phone number Expired
As I checked it here your Magicjack Service Began:01/29/2011 License

Expires:01/29/2018. IF you are wondering you receive an message that your service
is expired that was your Canadian phone number : 705) 243-1386 In
Service:01/29/2011 Out of Service:01/29/2012 meaning magicjack service and Canadian
number have a different Service. Therefore you need to pay for the Yearly Charge on
your number for only $10.
Canadian rush Rebutts :
As I checked it here your Canadian Phone number: (561) 200-6261 was already
Expired. Nothing to worry about your magicjack service because it is still active.
Only Expired is your Canadian Phone number since there is a YEARLY Fee on your
number.
US Phone number
As I checked it here your US Custom Phone number: (561) 200-6261 was already
Expired. Nothing to worry about your magicjack service because it is still active
the only Expires is your US Phone number since there is a YEARLY Fee on your
number.
Phone number expired:
As I checked it here your US Custom number: (714) 610-8011 is still expired since
your number is expired last 01/27/2011. You paid only for the extension of the
service 01/27/2011 to 01/27/2012. Therefore you need to pay again for only $3. To
extend the service to 01/27/2013.
$1 dollar charge
magicJack has not charged your credit or debit card.You might have
been mistakenly notified of a charge that does not or will not
exist.We expect for this to be cleared up within a few days.
Transfer Service
Okay all you need to do once you have the device. Plug the new device to your
computer and wait for the dial pad pop up on the computer screen then click the
Register Button and follow the prompts login as existing magicajck for you to keep
your remaining years from your old device. and that's it.!
Registration using same email:
computer and wait for the dial pad pop up on the computer screen then, click the
Register Button and follow the prompts and login as existing magicajck for you to
keep your old magicjack phone number. That's it.!
Registration :
I do not want a new number, I will use one of the numbers registered to my account.
Dialing Area code to call :
Yes, it is because magicjack is not a Telephone Company. We are VOIP ( Voice Over
Internet Protocol ) we do connect calls through Internet. We need to dial the area
code for us to detect the specific location of the number.
Call logs on MJ plus:
The only way to see call logs from your magicjack plus is to plug to your computer.
Since if you are using magicjack plus without computer there is no system software
to detect on that. Meaning the magicjack detects call logs through computer since
computer have a storage to detects the all incoming calls.
WINDOWS 7: cannot start

1. Please press and hold Window key (located on bottom left of your keyboard
between ctrl and alt) and
press R .
2. Type control folders and press Enter, In there click on the 'View' tab.
3. In there make sure the option "show hidden files and folders is checked". Now
click OK.
Please press and hold Window key (located on bottom left of your keyboard between
ctrl and alt) and
press R .
Type APPDATA and press Enter
In there double click on folder 'Roaming" and then "mjusbsp".
In there double click on folder called "ug00000".
In there double click on the icon called "setup". See if your MagicJack starts.
http://aid.magicjack.com/Switch.png - Switch
http://aid.magicjack.com/Modem.png - Modem
- Splitter
http://aid.magicjack.com/Router.png - Router
http://aid.magicjack.com/ACPoweredUSBHub.png - Power HUB
http://aid.magicjack.com/FaxMachine.png - Fax Machine
http://aid.magicjack.com/AnsweringMachine.png - Answering Machine

http://aid.magicjack.com/MJPLUSsetup.png - MJ plus
On your keyboard please press the Ctrl Shift Esc keys at the same time to open the
Task Manager.
In the Task Manager please click the "Processes" tab then look for
"magicJack.exe",right-click on it and select "Set Priority" then select "High" and
click "Yes".
If in case the problem persist, just please do try to chat us back and try to look
for me or in the event if I'm assisting with someone just please do try to ask for
the assistance of the other operating instead. Do not worry for this chat of ours
is already saved in our system, so that you will no longer explain it again what
we've already been done.
Before that please give me this information for verification :

1. Last 4 digit of your card registered on our account.
2. The Physical address of the magicjack on your account upon registration.
Rebuts Fraud
As I checked your account, it shows that it was under review since Fri, May 4, 2012
2:34 AM . And the report was forward to our Review Department Admin. Please give me
time for me to make an follow up report regarding on this. I contact our Higher
Head Admin on the Review Department regarding on your issue. He said that he will
make an action on this after I make a follow up report and it will be directly
forwarded to him. I'll be the one to send this report to another building. Please
give me a minute to send this to them and alos I will contact my friend who is
assigned in the Review Department to make this report as a priority.
May I know if you have another email for me to add on this report. In order to
contact you for the resolution. I'll be the one to send this report to another
building. Please do give me a time to go there.
Banned Country
Thank you for waiting, I have checked your change phone number order and it will
not go through ~Order Number: TS19440349 . There is a problem right now with your
Internet Service Provider "Ghana Telecom" that is causing an error in the order
details. Once our system detects the error it will automatically cancel the order.
Please provide us with an email address that you can be reached at and we will get
back to you. I will send this to our engineers for them to check it with your ISP
Canadian number port in Rebutts :
I'm afraid that you cannot transfer your Canadian number for now since that
features is not yet available on your Country the said features is only available
in US for now. We are still working on that matter. Our Engineers are hardly
working on that. We usually send you through your emails registered here on our end
once the Features is available on your End. Hope you Understand
ERRORS
� ERROR 1
MJ connot connect to internet
� ERROR 3
Firewall
ADD ports/sites, DNS
Router,Software T.s
VPN - OFF
Hotspot
� ERROR 6
Low bandwidth
� ERROR 9
System clock
Proxy
Rollback network adapters
(Error 3 fixes)
� ERROR 20
System Clock
PRoxy
Rollback network adapters
� ERROR 23/43
Settings problem
Telephone/headset
Portforwarding
Aircard/Normal
� ERROR 401/404
Refresh entice
ROllback drivers
DNS
� ERROR 403
Block by MJ servers
� ERROR 3002
Physical connection to MJ
Router DHCP
ISP Portforwarding
Network Settings (Allow Multiple connection)
� Software
Give update
Run Manually
Ending Process
3 Links
Conflict Software
Start up & Recovery
� Driver
DVD Rom
USB Controllers - Other devices
� Cannot Start
Run Manually
3 Links
Drivers
� Warning /Insert MJ/ MJAPP
3 Links
Drivers
MJUSBSP
Conflict software
� ERROR Deploying file
MS Config
Software T.S
� Compatibility
Update Drivers
USB Controllers
� No Blue Light
Unknown Device
Update USB Controllers
� Cannot Connect to Internet
Firewall
ADD Ports/Sites
Proxy DNS
Clock Portforwarding
ISP
Multiple Connections
Bandwidth
Refresh Entice
�Ending Chat�------------
You're very much welcome and I hope somehow I've done a good job assisting you
today..May I ask for a favor before ending this session?
Please click the "CLOSE" button at the top of the big "HELLO" and the survey will
appear. Thanks again!
I am blissful that I resolved your problem. I hope you will answer the survey
question for the service I provided. Just click the word "CLOSE" at the top of a
big "HELLO" in your chat window. Thanks again.
As of now, there are no available operators to transfer. While waiting for

available operators. Allow me to assist you on your concern.
May I have your MJ number please?
May I know what type of device you are using? Is it the standard or the plus?
May I know if you have tried plugging the device on a different USB ports on your
computer?
On the dial pad, please click on "Menu" then select "Volume/Headset Control.
On the dial pad, please click on "Menu" then select "Advanced Users" then
"Restart".
Thank you very much for waiting. I'm still checking on your account and I will need
more time for this. Please hold for a few more minutes.
Please don't hesitate to chat us back if you have problems in the future.
We don't have a telephone support and we don't have a phone number that you can
call. We only use Tech Chat to better assist you. By using Tech Chat, we can send
you instant upgrade links and run several diagnostic tests, that cannot be done
over the telephone.
�inquiry�----------------
[MJ price]
Magicjack device costs $39.95 plus shipping and handling and Magicjack Plus device
costs $69.95 plus shipping and handling including a FREE 1 full-year license. On
your second year of service, you just purchase a Renewal Plan. Available plans are:
$29.95 (good for 1 year) and $99.75 (good for 5 years). To purchase a Renewal Plan,
you just log in to your my.magicjack.com account.
[Phone numbers]
Order
1-800-897-8700 (Standard MJ)

1. Full Name
2. Email address
[Report]
Account ID:
Customer name:
Email Address:
Order Number:
MJ Number:
Issue:
[Port In]
The Number Porting has a nominal fee for $19.99 for the process transferring your
land line/existing number to your magicjack and the yearly fee for the number that
you ported in for $9.99, this is to maintain your ported number
Register first your magicjack or magicjack plus and have a 10 digit US number on it
once done registering your magicjack Please go to my.magicjack.com and log in to
your account then click PHONE NUMBERS Tab and click on Port a Phone number tab then
TRANSFER my NUMBER TO MAGICJACK.
[Redemption Code]
Thank you for waiting, ________. As I have checked here, the redemption code for
the 5-year plan you have purchased is still not applied to your magicjack account.
Please login to your magicjack account so I can walk you through the process to
apply the code to your magicjack account and extend your magicjack service.
[30 day trial]

As being been stated with the terms or service, we do not process any charges with
the trial orders if you are not yet up with the 30-day warranty status. However, if
you see amounts on your statement, please note that it is not yet taken from you.
�Billing�---------
[Auth Hold]
That amount is currently on hold and we do not have it yet. The reason why we need
to put on an Authorization to hold that amount is that to make sure too that your
card is valid and to make sure that after the trial period, the transaction shall
go through and that is also to also prevent your magicjack from being out of
service.
Different banks do it different ways so I am suggesting that you contact your

credit card company and talk with a supervisor personally because they can best
explain to you how authorization on holding an amount works with full details.
[Last name no match]

Your order did not go through because of an error called Last name no match.
you.
[AVS Failure]
your account.
[Dazzle error]
Your order did not go through because there is something wrong in the address you
[AVS no match]
[Overseas credit card mismatch]
Your order did not go through because your billing address did not match to the
[US card used overseas]

Your order did not go through because there is an error here in our end and that is
you're using a US address card out of US.
[Multiple orders]
[Autorenewal]
Thank you for waiting, as s I checked in here the charged was for the Auto-Renewal
of Phone Number:______________, but do not worry I can process a refund on this and
disable the active auto-renewal on your account to avoid future charges. Just check
your bank for the refund.. We typically process all valid refunds within one to two
business days
[Killed IP]
Your order did not go through because there is some conflict with your internet
Tell cs to wait for an email confirmation with a resolution
Thanks for waiting I've actually contacted the department who handles your concern
and I can see that they're still working on this. I'll just forward an urgent note
to them so they can prioritized your concern.
We are actually open to this kinds of concerns and I can actually forward your
concern to our engineers comments and suggestion site for them to look into this
and make further actions in the near future..
This is actually an auto-renewal feature that was activated to your magicjack. This
will automatically renew your license on the exact date your license will expire.
Would you like to cancel this and get a refund for it?
[Timeframe Refund]
I am not able to give you an exact time frame since our Higher Department are the
ones to handle your concerns and the refund on your account. You can check with
your card company from time to time for the refund on your account
[Fraud]
Thank you for your patience. As I have checked it here, the previous operator did
forward a report with regards to the review on your account. Hence, as I was
informed by our Billing Department, they cannot process the renewal order yet as
they are taking time on reviewing the account due to renewal order attempts..
Please do not make any order yet on your account so that we can process the review
right away.. The best thing I can do for you is to fuddle our Billing department to
work on it with their utmost volition on resolving the issue by putting the concern
on High Priority.. Please provide me your eYou mail address so that I can pass it
to them to notify you once the review is done.. We appreciate your patience..
http://aid.magicjack.com/MJPLUSsetup.png
Erwin Gerbolinggo-T
erwin611
Erwin.Gerbolinggo
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Posted Image
Simply login on your MJ account and go to Phone Numbers tab and click on View-
Renew-Add. In there you will see the status of your phone number as well with your
device. Click on "Add a Year(s)" button bellow the status of your expired phone
number for you to renew it.
The renewal you have made is for the device alone as your phone number has its own
license that is to be renewed separately.
Canadian Numbers has their own license that is to be renewed separately.
There could be some instances that it will still work. However, since our system
has updated. It will not work now
To restart the dial pad. Plug the device on your computer for the dial pad to
appear. Then on the dial pad, please click on "Menu" then select "Advanced Users"
then "Restart".
CONFERRENCE/PLATFORM
Thank you for waiting. We are no longer able to reach the other Phone carrier for
calls as they have Revoked the Free calling and interconnection Agreement with us..
However, we somehow manage to concur with an Agreement with them so that using
magicjack we can reach their end by purchasing International Minutes..
How I wish we could still call that number too for free but it seems that the other
phone carrier is no longer allowing us to reach them for free as they are now
incurring charges to be able to reach them..
To be able to reach that number, you will have to purchase International credits
from your account at my.magicjack.com as that number is unreachable unless you have
International Minutes -- which incurs 2 cents per minute..
It was stated in our Terms of Service at www.magicjack.com/tos (Number 3 � B and

Number 4). Some restrictions in cost prohibitive areas may apply. You will not have
the ability to call any number that would require the addition of any charges to
your phone bill, such any other "fee per call" type service..
ACCOUNT UNDER REVIEW
Thank you for your patience. As I have checked it here, the previous operator did
forward a report with regards to the review on your account. -------- , since the
review will not allow you to do any purchase, it is best to not attempt to purchase
as it may may cause a delay on the review. Please do not make any order yet on your
account as it may cause a delay on the review so that we can process it right away.
The best thing I can do for you is to inform our Departments to work on it with
their utmost volition on resolving the issue by putting the concern on High
Priority.
Since the other operators already reported your concern, instead I will be making a
new report regarding to your renewal process. May I have the email address you wish
to be receive our notification about the review of your account.
Banned Country
Thank you for waiting, I have checked your change phone number order and it will
not go through ~Order Number: TS19440349 . There is a problem right now with your
Internet Service Provider "Ghana Telecom" that is causing an error in the order
details. Once our system detects the error it will automatically cancel the order.
Please provide us with an email address that you can be reached at and we will get
back to you. I will send this to our engineers for them to check it with your ISP
Rebuts Fraud
As I checked your account, it shows that it was under review since Fri, May 4, 2012
2:34 AM . And the report was forward to our Review Department Admin. Please give me
time for me to make an follow up report regarding on this. I contact our Higher
Head Admin on the Review Department regarding on your issue. He said that he will
make an action on this after I make a follow up report and it will be directly
forwarded to him. I'll be the one to send this report to another building. Please
give me a minute to send this to them and alos I will contact my friend who is
assigned in the Review Department to make this report as a priority.
May I know if you have another email for me to add on this report. In order to
contact you for the resolution. I'll be the one to send this report to another
building. Please do give me a time to go there.
Transfer Service
computer and wait for the dial pad pop up on the computer screen then click the
Register Button and follow the prompts login as existing magicajck for you to keep
your remaining years from your old device. and that's it.!
Registration using same email:
Okay all you need to do is once you have the device. Plug the new device to your
computer and wait for the dial pad pop up on the computer screen, then click the
Register Button and follow the prompts, and login as existing magicajck for you to
keep your old magicjack phone number. That's it.!
Registration :
I do not want a new number, I will use one of the numbers registered to my account.
Dialing Area code to call :
Yes, it is because magicjack is not a Telephone Company. We are VOIP ( Voice Over
Internet Protocol ) we do connect calls through Internet that's why we need to dial
the area code for us to detect the specific location of the number.
Call logs on MJ plus:
The only way to see call logs from your magicjack plus is to plug to your computer.
Since if you are using magicjack plus without computer there is no system software
to detect on that. Meaning the magicjack detects call logs through computer since
computer have a storage to detects the all incoming calls.
cannot switch to headset/other

[01:30:03] Liam: Is your headset currently connected to your computer?
[01:30:23] Judy: no. the telephone is
[01:30:50] Liam: Okay I see. please do unplug your telephone and plug your Headset.
for you to switch to headset.
[01:31:07] Judy: i do not have a headset
Canadian Number / US phone number Expired
As I checked it here your Magicjack Service Began:01/29/2011 License

Expires:01/29/2018. IF you are wondering you receive an message that your service
is expired that was your Canadian phone number : 705) 243-1386 In
Service:01/29/2011 Out of Service:01/29/2012 meaning magicjack service and Canadian
number have a different Service. Therefore you need to pay for the Yearly Charge on
your number for only $10.
Canadian rush Rebutts :
As I checked it here your Canadian Phone number: (561) 200-6261 was Expired.
Nothing to worry about your magicjack service because it is still active. Only
Expired was your Canadian Phone number since there is a YEARLY Fee on your number.
US Phone number
As I checked it here your US Custom Phone number: (561) 200-6261 was Expired.
Nothing to worry about your magicjack service because it is still active. Only
Expired was your US Phone number since there is a YEARLY Fee on your number.
Phone number expired:
As I checked it here your US Custom number: (714) 610-8011 is still expired since
your number is expired last 01/27/2011. You paid only for the extension of the
service 01/27/2011 to 01/27/2012. Therefore you need to pay again for only $3. To
extend the service to 01/27/2013.
Not active:
As I checked it here your Magicjack device is not active for a long time. Meaning
your device is not plug to your computer for a long time. That's why our system
detects your device Inactive. However, for us to solve this all you need to plug
your device to your computer and wait for the log in page and login your account
and follow the reactivation of the device.
Did not charge :
you have is a preauthorizational hold or pending transaction. Meaning the money,
even though deducted from your available balance, is still with your bank as they
put it on hold. It is your banks responsibility to release that hold, within 1-5
business days or depending on your banks policy.
But if they do not release it within 24-48 hours, you can fill our the release form
order is not past 7 days).
Cookies not enabled Win 7
1. Please click the "START"(WINDOWS LOGO) button and select "Control Panel". On the
upper right side please click the dropdopwn menu next to View by and Select "Small
Icons". Then double click "Internet Options" A dialogue box named 'Internet
Properties' will pop up.
2. In the General Tab please click Settings Under the Browsing History Next to
Delete.. button
3. You will see a new window Then Under the "Check for newer Versions of Stored
Pages:" Click circle for "Every time I visit the webpage.
4. Click OK
5. Go to Privacy tab set the Internet zone to Accept all Cookies, Click advanced
button then click always allow session cookies.
Click apply and OK
Conference calling
As I have checked here the number you are calling is under a rural provider, rural
providers request payments from other providers when they are being called. Since
magicjack has no monthly bills unlike any other providers you need to purchase
prepaid minutes to make calls to those numbers that are under rural providers. If
we have monthly bills like other providers then we may include it to your monthly
bills. But since we don't have one then we will require you to purchase prepaid
minutes instead.
Canadian number port in Rebutts :
I'm afraid that you cannot transfer your Canadian number for now since that
features is not yet available on your Country the said features is only available
in US for now. We are still working on that matter. Our Engineers are hardly
working on that. We usually send you through your emails registered here on our end
once the Features is available on your End. Hope you Understand. Thanks
MJ on LINUX/Android
Unfortunately, our Engineers are working hard about this feature, Since
LINUX/Android has a nature that keeps on updating and because of that our Engineers
don't want to release it yet, in order for LINUX costumers to attain a better and a
hassle free service. But, I cannot give you an exact time when will it be release,
but, please do make it a habit to visit our website for the official or a beta test
for Majicjack in LINUX/Android OS.
FRAUD
As I have checked it here on our end, your account is currently under review, I
suggest that you may please extend your patience regarding this issue, Need not to
worry for I will going to make a follow up report stamped us HIGH priority, and
please do not make any orders yet until this issue is resolve and in order for you
to avoid any inconvenience.
http://web01.magicjack.com/public/public/public/action/index.html?act=PORTINTEST
kung tama ang date ug time tapos na refresh entice na 401 ghapon...
Go to Device Manager
click + or > Network Adapters
right click on the adapter (e.g. Realtek PCIE GBE Family Controller)
select "Properties" then click "Drivers" tab and click "Roll Back Driver" and click
Ok
Browser's cookie functionality turned off
If you're seeing a message that your browser's cookie functionality is turned off,
it's possible that your browser's cookies are not enabled.
First-party cookies are cookies that are set by the site domain listed in the
address bar. Third-party cookies come from other domain sources that have items,
such as ads or images, embedded on the page. Depending on your browser, you can
control which types of cookies you allow.
Turning cookies on
Microsoft Internet Explorer
To enable cookies in Internet Explorer 7 or 8:
Click Start > Control Panel. (With Windows XP Classic View, click the Windows Start
button > Settings > Control Panel).
Double-click the Internet Options icon.
Select the Privacy tab.
Click Advanced.
Select "Override automatic cookie handling" under the "Cookies" section in the
Advanced Privacy Settings window.
Select the "Accept" or "Prompt" option under "First-party Cookies."
Select the "Accept" or "Prompt" option under "Third-party Cookies." (If you select
the "Prompt" option, you'll be asked for approval every time a website attempts to
send you a cookie.)
In the Internet Options window, click OK to exit.
To enable cookies in Internet Explorer 6:
Click Start > Control Panel. (With Windows XP Classic View, click the Windows Start
button > Settings > Control Panel).
Click Advanced.
Select "Override Automatic Cookie Handling."
Select the "Accept" or "Prompt" option under "First-party Cookies."
Select the "Accept" or "Prompt" option under "Third-party Cookies." (If you select
the "Prompt" option, you'll be asked for approval every time a website attempts to
send you a cookie.)
In the Internet Options window, click OK to exit.
-----------------------
Mozilla Firefox
To enable cookies in Mozilla Firefox 3.x for Windows:
Click Tools > Options.

Click Privacy in the top panel.
Set "Firefox will:" to Use custom settings for history.
Check the box next to "Accept cookies from sites" to enable cookies.
Click OK.
To enable cookies in Mozilla Firefox 2.x for Windows:
Click Tools > Options.

Click Privacy in the top panel.
Select the checkbox labeled "Accept cookies from sites."
Click OK.
To enable cookies in Mozilla Firefox for Mac:
Go to the Firefox drop-down menu.

Select Preferences.
Click Privacy.
Set "Firefox will:" to Use custom settings for history.
Check the box next to "Accept cookies from sites" to enable cookies.
Click OK.
-------------------------
Chrome
To enable cookies in Chrome:
Click the wrench icon.

Select Settings.
Click Show advanced settings.
Click Content settings in the "Privacy" section.
Select Allow local data to be set to allow both first-party and third-party
cookies. If you only want to accept first-party cookies, check the box next to
"Block all third-party cookies without exception."
-------------------------
Safari
To enable cookies in Safari:
Go to the Safari drop-down menu.

Select Preferences.
Click Security in the top panel.
Under "Accept Cookies" select Only from sites you navigate to.
----------------------------
Still seeing issues after turning cookies on
If cookies in your browser are enabled and you're still seeing an error message
that your browser's cookie functionality is turned off, try opening a new window in
your browser. Sometimes a browser's cookies will not work properly when you are
using multiple tabs in a browser window.
If this does not help, you can also clear your cache and delete your cookies.
AUTH FAILED
Rebutt
Our process for charging your credit card begins with pre-authorization process.
This means that your bank sets aside the requested funds for the transaction
related to your order, and some banks show this as a charge as if though your card
has already been charged. This however does not mean your card has already been
charged. After you authorize or upon completion and shipping of your order,
MagicJack.com completes the transaction at which time your card is charged.
Please check to be sure you have entered all of your credit card information
correctly including your card number, billing address (The address where your
statement is delivered.), expiration date and card security code. If any of your
information has changed, log into your account at my.magicJack.com click the "Add
Payment Method" button under the "My Account" tab, fill out the form and click
"Next".
unplug the magicjack plus from router and plug into USB ports
If dial pad comes up click MENU then ask the cs if it was set to headset let him
change to TELEPHONE then plug in back to the router try the cs place a call.
error 43 mac user

error 23 windows user
Please open Mcafee Internet Security >> Click "Firewall: ON">> click "Settings" >>
click "Program Permissions or "Internet Connections for Programs">> Scroll down and
locate magicjack>> Click Magicjack then click "Edit" >>Choose Allow Full Access.
Please restart your MJ and on your magicjack Click "Menu" on the top right-hand
corner>Click "Advanced Users >"Click on "Restart"

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What are the different MagicJack plans and their costs?

What are the different MagicJack plans and their costs?

How can you upgrade from a regular MagicJack to MagicJack Plus?

How can you upgrade from a regular MagicJack to MagicJack Plus?

MAIN

1-800-897-8700 Magicjack standard

$99.75 divided by 5 years = $19.95 per year

magicJack costs $39.95 plus shipping and handling.

For MJ standard, standard US shipping

For Mj Plus shipping, standard US

In order to transfer a number on your magicJack to a new provider, eligible

>Login to your my.magicjack.com account

Note: In order to make International you need to purchase International Prepaid

To purchase minutes for International calling:

1.) dial 1-305-848-9999

SIMPLE Probing and Troubleshooting

Is your device being used with or without the computer?

Is your device currently plugged into computer?

Are we using the extension cord with the device?

For Verification Purposes

May I please have your

RESTART DIAL PAD

Please restart your dial-pad. Click "Menu"

CANNOT login to account/ Send password to email

MAGICJACK PLUS probing

USING MAGICJACK PLUS WITH OUT A COMPUTER

please be inform that we have 3 options using magicjack plus device

using it with the computer's USB port

COUNTRY : agents are not allowed to say this!

PAST DUE AMOUNTS

500 UP/ON HOLD/PENDING

OVERSEAS CREDIT CARD MISMATCH

US CARD USED OVERSEAS

HOLD AMOUNT WITHIN 30 DAYS

NOT AVAILABLE Spill

Would it be okay if I put in your Name in the Comments and Suggestions?

TIME FRAME/CHAT US BACK

But do not worry i will help you with this

since I know myself that I am the voice of customers concern and it is my

4) renewing deactivated jack

Please give me the following for Verification purposes:

Please do the registration and purchase a plan to activate your device

can i have same number

5) cancel auto renewal

Please give me the following for Verification purposes:

if there is cancel button on the order page cancel it

if no cancel button report on the guestcity

6) mark for fraud

Please give me the following for Verification purposes:

Report to Guest City. if it is about Renewal or IPP

expired jack wants to renew

1. click Subscriptions tab

2. click Details button for Reactivate magicJack

still activated jack want to renew

1. click MY SUBSCRIPTIONS tab

broken or lost without warranty

if with warranty ( check in the order tab for warranty plan )

10) error 401(internet problem)

11) ERROR 1 (telephone issue)