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The following is a list of frequently asked questions about the Vectone Mobile PAYG service. If you have a question that is not answered here, our Customer Services team are happy to help.

What does Vectone App cost?

The Vectone App app is free to download and install. Calls and texts you make through Vectone App either cost the same or less as they normally would on your mobile and use the same credit balance as you mobile (so you do not need to top up separately). You can use Wi-Fi or the mobile data network for making calls.

Can I use Vectone App to call the emergency services on 112?

Emergency calls are not supported on Vectone App.

Can I have Vectone App open on more than one device at the same time?

Yes, you can have it open and running on up to five devices at once (but you can install it on as many devices as you like). Remember, you can only make and receive calls, texts and get voicemail if you're logged in on that device.

Does the person I am calling or texting need to have Vectone app on their phone?

No. You can call any phone number, except premium rate ones. To call premium rate numbers or shortcodes, you'll need to use your phone as normal.

Where can I get the Vectone app?

You can download the app from the App Store or Google Play. The PC version will be available soon. The app runs on iPhone and iPod Touch (with iOS 5.0 or higher), Android phones (with Ice Cream Sandwich 4.0.3 or higher) and PCs with Windows 7.

Which of my devices will work with Vectone App?

Vectone App is a new service and we’re working to support as many devices as possible. Vectone App has been tested and works on the following devices:
Android
Samsung Galaxy S4, Samsung Galaxy S3, Samsung Galaxy S2, Samsung 
iOS
iPhone 5, iPhone 4S, iPhone 4

Does the app use up my data allowance?

Yes. If you are using mobile data, Vectone App will use data from your data allowance. If you use WiFi you can avoid mobile data network charges. If you are using a data connection on another device for calls and texts, like using 3G on your device, the data you use will come out of your device data allowance.

Can I disable 3G/mobile network usage on the app?

Yes. You can disable mobile network usage by disabling the mobile network in your phone’s settings.

What does it cost to use Vectone App abroad?

If you're using Vectone App over the mobile network, you'll have to pay normal mobile data roaming charges. If you are using Vectone App over WiFi, your calls and texts will cost the same as they would if you were in France – and will come out of your monthly allowance.
If you keep your mobile data switched on while you're abroad, your Timeline will keep using it to sync in the background. Data roaming can be expensive. You should therefore disable mobile data networks in your phone or device settings to avoid excessive data charges. This includes using a 3G connection on your device. If you are connected to WiFi, you can sync your Timeline for free.

What does it cost to receive calls and texts through Vectone App when I am abroad?

If you are on WiFi only, it is free. But if you leave mobile data enabled while you're abroad, it will keep syncing in the background over the mobile network and you'll have to pay the roaming charges for using data abroad, which can be very expensive. So before you leave, check your settings to make sure data roaming is switched off.

What does it cost to make calls and texts through Vectone App when I am abroad?

If you call or text over the mobile network, you will be charged the normal roaming rate. If you call or text on WiFi only, it will cost the same as it would if you were in France. In other words, calls and texts back to France will come out of your monthly allowance while calls to international numbers will be charged as if you were in France. 
If you're not connected to WiFi and try to make a call through Vectone App, you'll see a popup telling you that your call will be made using the 3G data network.

Can I call premium rate numbers or text shortcodes from Vectone App?

No. These are not supported in Vectone App. To call premium rate numbers or shortcodes, you will need to use your phone as normal.

How do I switch between the mobile network and WiFi?

We are working to provide an option in our app allowing you to switch between your mobile network and WiFi. Currently, you must use your mobile phone settings to switch between the mobile network and WiFi.

How do I access my contacts on multiple devices?

On an iPhone, you can share your contacts using iCloud. On Android, you can access your contacts across different devices using Gmail.

Who can use Vectone App?

Only Pay As You Go customers can use Vectone App. Pay Monthly customers will be supported soon. You will need your mobile phone to hand in order to activate Vectone App, as an activation code will be sent to your phone.
 

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