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Top Questions
Why does my call not connect?
How do I dial a number?
The person I'm calling cannot hear me
I cannot hear the person I'm calling


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Common Problems

Can I have a PIN reminder?

Please click here to receive a PIN reminder (it will be sent to your registered email address).
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How can I change my account details?

You can update your registered account details at any time. This can be done as follows:

1. Open the Internet Telephone
2. Click on the "$" button to view your account details
3. Now click on "Change details"

This will take you to a web page displaying your current details.

On this page you can:

  • Change your registered email address and postal address details
  • Request to use a different credit card for future payments (when changing credit card details you will be asked to enter your new credit card number on the payment page next time you purchase call time)
  • Change your PIN number


    • When you have finished updating your records click on "Update". You will then be asked to enter your PIN to confirm the changes.

    Note: you can also amend your account details by visiting the Callserve website and clicking on the ''My Account'' link.
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    I'm getting a screen error message

    Please refer to the Screen Error Messages section.
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    Can I use the same account on different PCs?

    The latest version of the Callserve Internet Telephone allows you to use your account on more than one PC.

    Simply download the software on the alternative computer and login using your registered e-mail address (or account number).
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    Why does my call not connect?

    To make successful phone calls with our service there has to be a sufficiently fast link between your computer and our servers.

    Please refer to the Can I test my Internet connection Speed? section to check your real-time Internet connection speed.

    Please note that Internet connection speed can vary considerably depending on the number of users connected and the capacity of your ISP (Internet Service Provider).

    When Internet traffic is very busy, calls may not connect at the first attempt. Please redial the number a few times if you cannot connect straight away, allowing a few seconds between each attempt.

    The calls you make with your Internet Telephone travel from your PC via the Internet to our servers in London from where they then get directed via the normal telephone lines to the destination you are calling. This means that the success of each call largely depends on the quality and stability of the local telephone network.
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    My Internet Telephone used to work well until recently

    If your Internet Telephone has been working until recently, try to isolate the reason. It could have been a temporary problem or you may have changed something relating to your PC setup or Internet access that's not allowing your Internet Telephone to communicate with our servers.

  • Please check your firewall configuration by clicking here. The Internet Telephone uses a number of ports to send data to our servers, and if these ports are blocked by a firewall the phone will not work correctly (you will only get one-way audio or the phone cannot get connected).


  • Please check your real-time internet connection speed by clicking here. The result will show you if your Internet connection speed is fast enough to use our service.


  • Please upgrade to the latest version of the Internet Telephone by clicking here. This new version has been developed to optimise call quality and speed up your call connection.
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    How do I reinstall the Internet Telephone?

    To reinstall the software, proceed as follows to make sure you reinstall a fresh copy.

  • Click on "Start" / "Settings" / "Control Panel" and "Add/Remove Programs".


  • Click on "Callserve Internet Telephone" and uninstall the phone. Please, select 'REMOVE ALL Components'.


  • Then click here to download the latest version of the Internet Telephone software.


    • Please make sure that you log on as administrator to install/uninstall the Internet Telephone on your computer (if you are connected to a LAN (Local Area Network) please contact your system administrator).
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    I'm getting the following error message when I try to install the Internet Telephone: "This application has failed to start because the application configuration is incorrect"

    Please check your current Operating System version (by right-clicking on "My Computer" and by selecting "Properties").

    You are probably using Windows XP Service Pack 1 and in this case we would recommend you to upgrade to Service Pack 2.
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