FAQ


1. What can I do with my Billetel Card?
2. What do I have to do next to start using the Billetel® services?
3. How can I make a call with my Billetel Card?
4. What other telephone services does Billetel offer in the United States and Mexico?
5. How can I share money with my Billetel Card?
6. How can I see the last transactions I have made with my Billetel Card?
7. Where can I withdraw money?
8. How can I see the balance on my card?
9. How can I buy something with my Billetel Card?
10. What do I have to do if my card is stolen or lost?
11. What can I do if I forget my Personal Identification Number (PIN)? 12. What can I do if the ATM keeps my card?
13. What is the balance limit I have on my Billetel Card?
14. What is the fee for using my Billetel card?

 


 

1. What can I do with my Billetel Card?

With Billetel® you can:

  • -Make local and international phone calls at low prices.
  • -Buy products at millions of locations worldwide.
  • -Withdraw money from ATMs bearing the MasterCard, Maestro, or Cirrus acceptance marks
  • -Check your balance and make transactions over the phone or online.
  • -Send money to other Billetel® cards.

But this is not all!

If you have the Billetel Prepaid MasterCard® you can also:

-Make purchases at any store accepting Debit MasterCard cards.
-Make safe purchases online.
-Make purchases through the phone and catalogs.

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2. What do I have to do next to start using the Billetel® services?

1. Activate your Billetel Card.
2. Send the Additional Card to your family (optional).
3. Make sure your family received the card and call Customer Service to get a Personal Identification Number (PIN) for them to use in ATMs or at retail stores that support PIN based transactions.

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3. How can I make a call with my Billetel Card?

Simply dial the number 1 800 796 0983 if your card is a Billetel Maestro® Card or 1 877 694 6388, if your card is a Billetel Prepaid MasterCard®, select the option “Telephone Services” and follow the instructions.

TIP If you are making a phone call with your Billetel card, and at the end you want to make another call, just press # # to make a consecutive call without hanging up the phone.

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4. What other telephone services does Billetel offer in the United States and Mexico?

- Voice Mail:
All cards include a free voice mail where you can receive voice messages from friends and loved ones, you just have to dial 1 800 853 2281 and provide the 16-digits in your card.

- Direct message:
You can send a voice message to the Additional Card voice mail without dialling the card number. Call 1 800 796 0983 if your card is a Billetel Maestro® Card or 1 877 694 6388 if your card is a Billetel Prepaid MasterCard® and follow the instructions.

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5. How can I share money with my Billetel Card?

To send money directly to the Additional Card just dial 1 800 796 0983 if your card is a Billetel Maestro® Card or 1 877 694 6388 if your card is a Billetel Prepaid MasterCard® and enter the data requested, select the option “Debit Card Services” and then “Send Direct Money”. Follow the instructions and you’re done! Your additional cardholder will be able to withdraw money in seconds.

IMPORTANT: Before sending money for the first time, confirm that the Billetel Card you sent is in the hands of the right person and that this person has the corresponding Personal Identification Number (PIN).

TIP You can also send money online on the following website: www.billetelcard.com or by calling our Customer Service Department.

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6. How can I see the last transactions I have made with my Billetel Card?
1. Call 1 800 796 0983 if your card is a Billetel Maestro® Card or 1 877 694 6388 if your card is a Billetel Prepaid MasterCard® and enter the required data.
2. Select the option “Debit Card Services” and then “Review Transactions”.
3. Transactions will be presented in chronological order starting with the most recent movements.

You can also review your transactions online at www.billetelcard.com or by calling our Customer Service Department.

TIP If you think the card has been used for an unauthorized operation, report it immediately to the Customer Service Department.

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7. Where can I withdraw money?
With your Billetel Card you can get cash at any time from any ATM that bears the MasterCard, Maestro, or Cirrus acceptance marks. When trying to withdraw money from an ATM you will be asked for your Personal Identification Number (PIN).



When using the ATM you will be asked to select an account type, please select “Checking Account”.

TIP Verify your available balance before making a purchase or withdrawing money from an ATM, since an extra fee may be charged if you try to withdraw more money that the amount you actually have on your card account.

TIP Use the option “Cashback” to get cash at stores! The amount you request will be taken out of your card balance. It is generally cheaper than withdrawing money from an ATM.

TIP Before withdrawing money from an ATM, making a purchase or a bank transaction, consider the fees that will be charged to complete the operation. This way, you will avoid a declined transaction due to insufficient funds.

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8. How can I see the balance on my card?

1. Call 1 800 796 0983 if your card is a Billetel Maestro® Card or 1 877 694 6388 if your card is a Billetel Prepaid MasterCard® and enter the required data.
2. Select the option “Debit Card Services” and you will automatically hear your balance.

You can also review your card balance online at www.billetelcard.com or by calling our Customer Service Department.

TIP Use the Automated Telephone Service to check your balance free of charge. There is a fee for checking your balance with the Customer Service Department.

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9. How can I buy something with my Billetel Card?

You can make purchases with your Billetel Card at any store that accepts Debit MasterCard cards with a Personal Identification Number (PIN).

Please remember that this service is exclusively offered by participating stores in the United States. If you have a Billetel Prepaid MasterCard®, you will also be able to buy at any store that accepts Debit MasterCard worldwide and to make safe purchases online.

REMEMBER THAT YOUR PERSONAL IDENTIFICATION NUMBER (PIN) IS PERSONAL AND CONFIDENTIAL. DO NOT REVEAL THIS NUMBER TO THIRD PARTIES, AND KEEP IT IN A SAFE PLACE, WHERE ONLY YOU CAN HAVE ACCESS TO IT, WHENEVER YOU REQUIRE IT. OTHERWISE, YOU PUT AT RISK THE SAFETY OF YOUR CARD AND THE MONEY YOU HAVE ON IT.

TIP Verify your available balance before making a purchase or withdrawing money from an ATM, since an extra fee may be charged if you try to withdraw more money that the amount you actually have on your Card..

TIP Before withdrawing money from an ATM, making a purchase or a bank transaction, consider the fee that is charged to complete the operation. This way, you will avoid a declined transaction due to insufficient funds.

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10. What do I have to do if my card is stolen or lost?

Call our Customer Service Department immediately and report the card. The operator will guide you through the process to get a new Billetel Card. The funds you had in the previous card will be transferred to the new card and the stolen or lost card will be blocked.

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11. What can I do if I forget my Personal Identification Number (PIN)?

If you forget your PIN, call the Billetel Customer Service Department and the operator will guide you through the process of registering a new Personal Identification Number (PIN). Remember that with your PIN you can withdraw money from ATMs worldwide and buy products at the participating stores in the United States.

TIP If the ATM shows the message “Incorrect PIN”, you are probably entering the wrong PIN. Verify the number you entered and try again. If the message appears again, DO NOT try anymore, since the card may be blocked and you will be charge with an additional fee for each failed try. Call our Customer Service Department immediately to activate a new Personal Identification Number (PIN).

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12. What can I do if the ATM keeps my card?

If an ATM keeps your Billetel Card, contact our Customer Service Department immediately and report your card. The operator will guide you through the process to get a new Billetel Card. The funds you had in the previous card will be transferred to the new card and the stolen or lost card will be blocked.

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13. What is the balance limit I have on my Billetel Card?

For the Billetel Maestro® Card the limit is USD $2,500. For the Billetel Prepaid MasterCard® the limit is USD $5,000.

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14. What is the fee for using my Billetel card?

See the Terms and Conditions section included in the Billetel kit to learn more about commissions and fees that are charged to your card.

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