Fongo Community Forums

WITHOUT prior contact first.
Cannot get into my freephoneline account, and yes it is the same email and password, stored on a password manager that
has not changed since Firefox 3!
Why is there no longer a service number to call?
I've had this for over a decade, always at the same e-mail account.
"This account number is not valid" when I try to call my own number.
Using the "Forgot password" feature over at FPL dialogue box "invalid account" {same email address that's been used for years}

I only found out today when my mechanic called to say my car was ready and the 289 number didn't work.

I have no idea how long it has been like this but it was working the early middle part of June when the hospital called.

Unfortunately there is nothing we can do about this on the forum. You will need to contact them directly using their ticket system.

https://support.fongo.com/anonymous_requests/new

This link is for your reference only. http://support.freephoneline.ca/entries ... t-deleted-
In particular I would point out the outgoing part in #1. I am not sure if an incoming call counts as you mentioned you had received one last month.

Contact them via the ticket system though. I know others here have managed to get their numbers back.

Jake wrote:Unfortunately there is nothing we can do about this on the forum. You will need to contact them directly using their ticket system........
In particular I would point out the outgoing part in #1. I am not sure if an incoming call counts as you mentioned you had received one last month.
Contact them via the ticket system though. I know others here have managed to get their numbers back.

Which I did right after this post, I count on that number for business, mainly for incoming that was set to auto-forward to my cell.
As I like to keep my cell as private as possible.

If you have not got a reply yet you might want to follow up with a PM on the forum to
Fongo_jeff http://forum.fongo.com/ucp.php?i=pm&mod ... se&u=11326
and/or
Fongo Support http://forum.fongo.com/ucp.php?i=pm&mode=compose&u=7852

Thank You, something arrived into my inbox just as I was reading your response now.

BIG FAT EDIT: Seems to be working now, only change retained was to move the email portion to my Cogeco business account.

It happened again!!! I need to speak to a human!!!

Hey, cool. A Firefly fan. I loved that show.

I'm sorry to say that Fongo support staff is not obliged to read or respond to forum posts.

To reach them, you must submit a ticket: https://support.fongo.com/hc/en-us/requests/new.

Also, due to the pandemic, ticket responses are delayed, in some cases, up to a week.

https://status.fongo.com/
"Support System Status of support.fongo.com (replying to support requests) Degraded Performance"

There is no longer a service number to call because Freephoneline has not provided free technical support for years.

Here’s the escalation process:
https://support.fongo.com/hc/en-us/arti ... -Complaint

I’m not sure whether you’ll reach anyone at this number, even during regular business hours:
647-847-1355

If your account was deleted, please refer to https://support.freephoneline.ca/hc/en- ... /212429706. With respect to point #1 from that link, call forwarding or using Follow Me does not count as making an outbound call. As noted at https://support.fongo.com/hc/en-us/arti ... ion-Policy,
"Using your account to receive calls only does not keep your account active; it is against Fongo policy to use your free account strictly as a call forwarding service."

There's nothing volunteer moderators can do since we don't work for Fongo.

Liptonbrisk wrote:Hey, cool. A Firefly fan. I loved that show.

I'm sorry to say that Fongo support staff is not obliged to read or respond to forum posts.

To reach them, you must submit a ticket: https://support.fongo.com/hc/en-us/requests/new.


Also, due to the pandemic, ticket responses are delayed, in some cases, up to a week.

https://status.fongo.com/
"Support System Status of support.fongo.com (replying to support requests) Degraded Performance"

There is no longer a service number to call because Freephoneline has not provided free technical support for years.

I did it twice so far.
Do you think I will ever get my old number going again, or should I just do the Add/Remove thing and accept the new number that came when I re-registered,
run the installation programme again for the new number.? Or just do the damn thing all over again? All because I forgot to do the 90-day thing. So they inactivated my account, right when I got important stuff to do.
Thanks for responding, I can't seem to re-edit the banner either now.

Browncoat wrote: Do you think I will ever get my old number going again

I, honestly, have no clue since I've never gone through the account recovery or number restore process. If they've already assigned your number to someone else, it may be difficult. If your number has not been assigned elsewhere, and if you're willing to pay $5 for World Credits, then I fail to see why they wouldn't give your old number back to you. After all, they gain $5.

I also suggest reading about the World Credits expiry process: https://support.freephoneline.ca/hc/en- ... ld-Credits.
"Forwarded calls through your number do not count as a call" with respect to expiry.

Liptonbrisk wrote:

Browncoat wrote: Do you think I will ever get my old number going again

I, honestly, have no clue since I've never gone through the account recovery or number restore process. If they've already assigned your number to someone else, it may be difficult. If your number has not been assigned elsewhere, and if you're willing to pay $5 for World Credits, then I fail to see why they wouldn't give your old number back to you. After all, they gain $5.

I also suggest reading about the World Credits expiry process: https://support.fongo.com/hc/en-us/arti ... ld-Credits.

Robovoice just says the account is not valid & just "all circuits are busy, try again later"

Sorry, I have nothing further to suggest. It would make sense to me that they would return your number since it appears to be unassigned, at the moment, and because they can receive $5.
But I don't work for them.

Browncoat wrote:

Liptonbrisk wrote:

Browncoat wrote: Do you think I will ever get my old number going again

I, honestly, have no clue since I've never gone through the account recovery or number restore process. If they've already assigned your number to someone else, it may be difficult. If your number has not been assigned elsewhere, and if you're willing to pay $5 for World Credits, then I fail to see why they wouldn't give your old number back to you. After all, they gain $5.

I also suggest reading about the World Credits expiry process: https://support.fongo.com/hc/en-us/arti ... ld-Credits.

Robovoice just says the account is not valid & just "all circuits are busy, try again later"

Ot just happened today.

Should I just go ahead and create/reinstall the App? Version 3.2.7 then go with a new number?

Browncoat wrote:
Should I just go ahead and create/reinstall the App? Version 3.2.7 then go with a new number?

I can't advise with respect to getting a new number since you want your old one. I feel this is a question better suited for official support staff.

If you need help getting the Windows application running, visit http://forum.fongo.com/viewtopic.php?f= ... 810#p74810.
The desktop app requires Java 32 bit edition. I am able to run it in Windows 10, 64 bit edition.

60 days or 90 days thing obviously I forgot to place an out bound call but I don't remember the last time i did, I can't remember because I've been having trouble in other areas of my life, its all too much when all i want is a quiet life.
Damn stupid rulem it should be a year before it goes inactive.

While I am sorry for the difficulties you are experiencing in your life, ultimately businesses exist to make money. No business is required to provide free numbers indefinitely. If a user wishes to ensure an account is never deleted due to inactivity, the user will need to buy either a VoIP unlock key (currently $99.95+tax) or pay to port a number ($25+tax) from another carrier into the FPL account.

The escalation process is outlined here: https://support.fongo.com/hc/en-us/arti ... -Complaint

Their number is 647-847-1355, but I’m not sure you’ll reach anyone, even during regular business hours.

My head hurts from all this guff, it was so simple a decade or so ago.

Some moderator changed my 'just passing through' to 'Quiet One' and I can't find the user control panel option to change it back.

That description changes automatically based on the number of posts made by a forum member. There is no option to change it.

OK, sir,

My old number is dead and gone, but I keep uninstalling the app 3.2.7 exe and re-installing but that old number keeps appearing in the "my Number" space above the box where you enter the number you want to call, rather than the new FPL number.

How do I fix that?
Or else in three months the new number will go the way of the old FPL number if I can't place any outgoing calls.

Provided that Fongo support has not restored your old number, log out of the app and create a new FPL account using a different email address.

1. Click the four horizontal line icon in the upper left in the Freephoneline desktop app. Click "Change user".

2. a) Register a new account at https://www.freephoneline.ca//accountRe ... ionStepOne, and use a different email address than the one you used previously with Freephoneline. This is how you create a new account.

https://support.freephoneline.ca/hc/en- ... /212429706
"Of course, if you do not wish to purchase the $5 World Credit voucher, you are free to create a new account and continue to use [Freephoneline]."

b) Obtain a new FPL number using the the new FPL account you created in step 2a.

3. Login to the FPL desktop app using the email address you used in step 2a.

OK, the app is running a little differently than from before, but that may be the difference between 3.2.7 and the previous version.
Now just gotta put a stick-up note as a remider to call outward every 90 days or more.

Browncoat wrote:OK, the app is running a little differently than from before, but that may be the difference between 3.2.7 and the previous version.

The Freephoneline desktop app has been out of development, as far as I can determine, since February 23, 2013, and it's not officially supported (at least, not for free).
So, the most recent version has been 3.2.7.0 for a long time.

Now just gotta put a stick-up note as a remider to call outward every 90 days or more.

If the free FPL number is important to you, I suggest making outbound calls (the other party must answer the call) every month. Account deactivation due to inactivity is an automated process, and sometimes automated processes don't always work as planned.

Or better still, buy a VoIP unlock key (or port a number into FPL from another carrier) and never worry about making outbound calls.

Liptonbrisk wrote: Or better still, buy a VoIP unlock key (or port a number into FPL from another carrier) and never worry about making outbound calls.

Hi, I have purchased the voip unlock key ( and ported a number ) about 8 years ago, and a few months ago (my ata is down) I started getting the email about inactivity, they take 1$ per month until I make a call and will cancel the account when the end is reached.

So it's unclear if the voip unlock key is a solution to this. I will check if there is any doc about this but maybe someone has some insight?

Cheers

Danp wrote: Hi, I have purchased the voip unlock key ( and ported a number ) about 8 years ago, and a few months ago (my ata is down) I started getting the email about inactivity, they take 1$ per month until I make a call and will cancel the account when the end is reached.

Expiry of World Credits is a completely separate issue from having a VoIP unlock key account deleted due to inactivity.
Visit https://support.freephoneline.ca/hc/en- ... ld-Credits

Purchasing a VoIP unlock key account does not mean your World Credits, if you have any, can't expire.

So it's unclear if the voip unlock key is a solution to this

It is. That's always been the policy for VoIP unlock key buyers.

Similarly, your account can't be deleted due to inactivity if you've paid to port a phone number into your FPL account from another carrier than Fibernetics.

I will check if there is any doc about this but maybe someone has some insight?

https://support.freephoneline.ca/hc/en- ... t-deleted-

"Note: Accounts will not be deleted due to inactivity if they have one of the following:

1.Available World Credits
2.A number Ported to Fongo from another carrier.
3.You have purchased a Voip Unlock Key"


Also, visit https://support.fongo.com/hc/en-us/arti ... ion-Policy

"Accounts will not be deleted due to inactivity if they have one of the following:

1. Available World Credits
2. An active SMS subscription (Canada or Canada+US) [with Fongo Mobile]
3. A number Ported to Fongo from another carrier
4. In the case of FreePhoneLine accounts, you have purchased a VoIP Unlock Key."



I wonder whether the generic email you received is being triggered by World Credits inactivity/expiring rather than a VoIP unlock key inactivity issue. I have never received a generic email about World Credits expiring, so I don't know if this is an issue with the email about World Credits expiry being unclear (that is, perhaps the wording incorrectly presumes the user doesn't own a VoIP unlock key), but if you feel your VoIP unlock key account is in danger of deletion due to inactivity, submit a ticket: https://support.fongo.com/hc/en-us/requests/new. Choose "My Account Inquiry" for the final issue type.
Here's how to escalate a complaint: https://support.fongo.com/hc/en-us/arti ... -Complaint.

Thanks for the information I will go through the links and then send an email.

To add to this, I did get the emails about the dormant account, and that they took 1 dollar.

Sep.3

Hello Dan,

Your account has been flagged as dormant due to inactivity. Dormant accounts are subject to World Credit expiry at a rate of $1.00/month until the World Credit balance reaches zero or you reactivate your account.

You currently have a World Credit balance of $4.99 and we’d hate to see it go to waste. Just log into your app and MAKE A CALL to another number to reactivate your account. Without reactivation, your World Credit balance will soon be debited $1/month.

If you are just using your account for Call Forwarding you will still be charged $1/month to keep the Call Forwarding active on your account until the balance reaches zero.

Thanks,

Team Fongo

and Sep 10

Hello Dan,

Your dormant account with World Credits has been debited by an amount of $1.00 and your new World Credit balance is $3.99.

We will continue debiting the World Credits on your account by $1.00/month until the World Credit balance reaches zero or you reactivate your account.

Just log into your app and MAKE A CALL to another number to reactivate your account.

If you are just using your account for Call Forwarding you will still be charged $1/month to keep the Call Forwarding active on your account until the balance reaches zero.

Thanks,

Team Fongo

Cheers
Dan.

Ok, so now after going through the links you have sent, I see that they are not actually going to delete the account. They are just expiring my world credits.

Thanks again for this, I do appreciate the time you have taken to respond and provide information.

Have a wonderful day!!
Dan.