FREQUENTLY ASKED QUESTIONS

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Getting Started

(1) What is ZoiPPE?
(2) What are the System Requirements?
(3) How to set up ZoiPPE?

Login and Registration Issues

(1) I have registered and created my account but I cannot log in.
(2) I cannot remember my password
(3) How do I prevent my username from appearing in the online user listings?
(4) Can I sign in using nickname instead of account number?
(5) My internet connection is working but I see a prompt that says "connection failure" when I try to log in.

User Preferences and Settings

(1) How do I change my settings?
(2) My language is not in the list!

Contact List

(1) How do I search or add a ZoiPPE user to my account?
(2) How do I delete a contact from my account?
(3) How do I create a contact group?
(4) How do I view or sort by user groups?

Making a Call
(1) How do I make a call from my regular contact list or to a non-ZoiPPE user?

Receiving a Call
(1) How do I receive a call from other ZoiPPE users?
(2) How do I receive a call from non-ZoiPPE Users?

ZoiPPE Instant Messaging
(1) How do I use your instant messaging features?

ZoiPPE Voicemail
(1) What is ZoiPPE Voicemail?
(2) My phone does not ring and incoming calls are going directly to my ZOIPPE voicemail. Why are all my calls going straight to the voicemail?
(3) How many voicemail messages can I have in my mailbox at any one time?
(4) How much will it cost my friends to call my ZoiPPE IN number?
(5) How long is each voice message?
(6) When will I receive SMS alert of the voicemail?

Sending a SMS

(1) How do I send SMS message from my ZoiPPE Account?
(2) What is the limit of an SMS message?
(3) Can I send SMS message in other languages ?
(4) Can SMS recipient reply back to ZoiPPE?

Call Diverting / Forwarding

(1) What is call diverting / forwarding?
(2) How do I activate call diverting / forwarding?

Payments and Billing

(1) How do I know my credit balance? Is there an expiry date?
(2) How do I top up?
(3) Will I receive an acknowledgement via email after each credit top-ups?

troubleshooting

(1) I can't connect to ZoiPPE from work or due to a firewall restriction.
Which ports need to be opened in order to use ZoiPPE?

Getting Started

(1) What is ZoiPPE?

ZoiPPE is a PC-based multi-dimensional communication platform that lets you talk over the Internet to anyone, anywhere for free. Other useful functions include Instant Messaging, sending SMSes and emails.

You can also make calls to normal telephones and mobile phones anywhere in the world using your PC, or divert your ZoiPPE calls to a landline, mobile phones or a voicemail. With ZoiPPE Voicemail, you don't have to miss any calls as it takes your calls when you are busy or offline. ZoiPPE Link-Up connects your phone & your friend's phone.

ZoiPPE's innovative interface, MMS (Magic Message Square), which allows you to do the above with a simple mouse click, ZoiPPE is one of the most convenient, enjoyable and cost-saving communication tools today!

(2) What are the System Requirements?

In order to use ZoiPPE software, your computer must meet the following minimum system requirements.

Minimum System Requirements:

• A Pentium processor-based PC or compatible computer
• At least 128MB of RAM
• Windows 2000 / XP
• Microphone and Speakers
• Broadband Internet connection

However, in order to take advantage of all of the advanced features of ZoiPPE and to experience the best sound quality possible, we highly recommend the following configuration.

Recommended System Requirements:

• PC running Windows 2000 or XP
• 1 GHz processor
• 256 MB Ram
• 30 MB hard disk free space
• full duplex sound card, headset
• cable, DSL or equivalent internet connection

(3) How to set up ZoiPPE?

Go to www.zoippe.com to download the ZoiPPE application. Follow the step by step guide to complete download, run and install the application. Once complete, follow the instructions to create your user account.

Login and Registration Issues

(1) I have registered and created my account but I cannot log in.

Please check the followings:

(a) your ZoiPPE nickname / number and password entered are correct.
(b) your ZoiPPE nickname is not case sensitive, however, your password is case sensitive. Please check your Caps Lock.
(c) that your internet connection is working properly.

If you receive the message 'Sorry Connection failure, please check your connection', it is likely to be a firewall issue. Please consult your System Administrator for the proper setup.

(2) I cannot remember my password

Click on 'Forget your password?', enter your ZoiPPE number or ZoiPPE nickname and click 'SEND NOW'. A new password will be emailed to you.

(3) How do I prevent my username from appearing in the online user listings?

Please login to your account and go to Tools -> Edit profile -> My Profile. Here you can choose 'Hide me' as your privacy level.

(4) Can I sign in using nickname instead of account number?

You can sign in using either your ZoiPPE nickname or account number.

(5) My internet connection is working but I see a prompt that says “connection failure” when I try to log in.

Your internet service provider may have restricted your access to ZoiPPE. Please take the following steps:
(a) Click on 'Tools' from the ZoiPPE application.
(b) Click on 'Options'
(c) Select 'Advanced'
(d) Select 'Your proxy server'
(e) Under 'Host', enter: 202.130.146.101
(f) Under 'Port', enter: 801

User Preferences and Settings

(1) How do I change my settings?

There are two types of user settings: (a) Profile and (b) Namecard.

(a) The Profile consists of basic information such as ZoiPPE number, nickname, my picture, gender, birthday, occupation, country, state and spoken language.
(b) Namecard consists of more personal information such as full name, email address, contact number, contact address etc.

When other ZoiPPE users search for contacts, they will see your profile (unless you select 'Hide me' in your profile privacy). If you would like to make changes to your profile, please apply the following steps:

(a) For change in Profile > go to Tools -> Edit Profile -> My Profile to edit the profile information.

(b) For change in Namecard > go to Tools -> Edit Profile -> My Namecard to edit the Namecard
information.

(2) My language is not in the list!

Currently ZoiPPE supports English, traditional and simplified Chinese. Other language options are under development.

Contact List

(1) How do I search or add a ZoiPPE user to my account?

You can search other ZoiPPE users via Contacts -> Add Friends. Another window 'Add/Search a ZoiPPE user' will appear to let you specify the searching criteria.

In addition, you can search users under 'Free2Chat' status via the 'Free2Chat' checkbox. A list of matching ZoiPPE users will be shown and you select the target user and click 'Add' to put him/her into your contact list.

The target user will then receive an invitation from you. If the target user accepts it, then both parties can start to communicate via instant messaging.

(2) How do I delete a contact from my account?

You may delete a contact by right-click on the contact and click on 'Delete Contact'.

(3) How do I create a contact group?

To create a new contact group, please do a right-click on current contact group and click on 'Create New Group'.

(4) How do I view or sort by user groups?

To view or sort by user groups, please do a right-click on current group and either select 'View Contacts By Groups or By Online / Offline'.

Making a Call

(1) How do I make a call from my regular contact list or to a non-ZoiPPE user?

(a) To call from your regular contact list, just highlight the contact nickname and right click to show the phone numbers. You can call to the ZoiPPE number for free internet call. Alternatively, you can also dial to the PSTN number.

(b) To call to a non-ZoiPPE user, just type the country code, area code and phone number using the dial pad. For example, to dial to a Hong Kong PSTN number 22969700, you have to type 85222969700.

Receiving a Call

(1) How do I receive a call from other ZoiPPE users?

When another ZoiPPE user is calling, you will see the alert message. Just click to accept the call.

(2) How do I receive a call from non-ZoiPPE Users?

In order to receive call from non-ZoiPPE users, you have to subscribe a PSTN number and bind it to your ZoiPPE account. Please contact our customer service at service@zoippe.com for details.

ZoiPPE Instant Messaging

(1) How do I use your instant messaging features?

Instant messaging allows both parties to communicate instantly via text. To start the conversation, just double click the contact to open the Magic Message Square (MMS). The MMS is an innovative interface which allows you to send instant text messages, call your friends and send e-mails with a simple mouse click.

ZoiPPE is able to keep the conversation history in your PC. You can review the history by right clicking on a contact and select 'View Message History'.

ZoiPPE Voicemail

(1) What is ZoiPPE Voicemail?

When you are not available or do not have immediate access to pick up a ZoiPPE call, ZoiPPE Voicemail does it for you at a low cost.

Essentially, you don't even have to be online for someone to leave a Voicemail. With ZoiPPE Voicemail, you can record voice messages and send them to anyone on ZoiPPE without having to disturb them. Similarly, others can also send you a voice message when you are away.

You can also keep the received voice message in your ZoiPPE account for as long as you like.

(2) My phone does not ring and incoming calls are going directly to my ZOIPPE voicemail. Why are all my calls going straight to the voicemail?

Calls may be sent directly to voicemail (without ringing your ZOIPPE phone) for the following reasons:

1. The ZOIPPE device is not plugged in. Check the device to ensure that it is plugged in.
2. The Internet Service Provider (ISP) is unavailable. When the ISP is down, all calls received are redirected to voicemail so ZoiPPE customers do not miss or lose their calls. To check if your ISP is available, launch your web browser and go to a web page. If the page appears (loads), then your service is working. If the 'Page Not Found' error is displayed, it is an indicator that the service is unavailable.
3. The 'Divert All Calls' setting is used to forward all incoming to mailbox.

(3) How many voicemail messages can I have in my mailbox at any one time?

Each mailbox can hold a maximum of 5 messages. The caller would hear 'the user's mailbox cannot accept more message' when the mailbox is full.

(4) How much will it cost my friends to call my ZoiPPE IN number?

The ZoiPPE IN number is a regular phone number, so any charges that might regularly occur from calling a number in that location will apply.

(5) How long is each voice message?

Each voice message can take up to 3 minutes or 180 seconds.

(6) When will I receive SMS alert of the voicemail?

In order to receive SMS alert, you will need to enable the 'SMS alert' in the voicemail option. Followings are some of the conditions:
- After a new voicemail is left in your mailbox.
- After you exit the voicemail function from your ZoiPPE account with unread new message.
The SMS would be sent to the designated mobile number under 'My Namecard'

Sending a SMS

(1) How do I send SMS message from my ZoiPPE Account?

With Internet SMS, You can send SMS message from your ZoiPPE account via Tools -> Send SMS Message -> Send SMS. Please enter the recipient phone number in this format: country_code + mobile_number. You can send SMS message to single or multiple recipients. Moreover, we have included your nickname in your SMS content for sender's identification.

(2) What is the limit of an SMS message?

The maximum length for an Internet short message is 160 ASCII characters (ie. English) and 70 double-byte characters (ie. Chinese); including space and other punctuation marks.
As you are typing the message, ZoiPPE will be able to display the remaining number of characters left for the short message.

(3) Can I send SMS message in other languages ?

ZoiPPE SMS supports Unicode so that you can type any language in your SMS content.

(4) Can SMS recipient reply back to ZoiPPE?

Currently ZoiPPE does not support the 2-way SMS function.

Call Diverting / Forwarding

(1) What is call diverting / forwarding?

Call diverting / forwarding allows you to specify another phone number to receive incoming call when you are offline. ZoiPPE can divert incoming calls to your voicemail or another PSTN number.

(2) How do I activate call diverting / forwarding?

Please login in to your account and go to Tools -> Call Divert. You can specify the call forwarding number.

Payments and Billing

(1) How do I know my credit balance? Is there an expiry date?

You may click on the account balance tab to reveal the amount of credit you have for the account. The credit balance is valid for one month period.

(2) How do I top up?

Please login in to your account and go to Tools -> My Account Status -> Recharge.

Credit top-ups are available from US$10 to US$30. Currently we only accept payment via VISA or MASTER card.

(3) Will I receive an acknowledgement via email after each credit top-ups?

Currently ZoiPPE does not provide automatic email acknowledgemen

troubleshooting

(1) I can't connect to ZoiPPE from work or due to a firewall restriction. Which ports need to be opened in order to use ZoiPPE?

As a minimum requirement, ZoiPPE needs unrestricted outgoing TCP access via ports 80 and 443. If you don't allow it, ZoiPPE will not work reliably at all. ZoiPPE functionality such as voice quality and some other aspect will be greatly improved if you also open up outgoing UDP traffic to all ports above 1024, and allow UDP replies come back in.
Please also make sure that you have the latest version installed. You may obtain it from ZoiPPE website under the Help menu and by clicking 'Check for Update', or just go to the download page where you can always download the latest version.