FAQ

FAQ

 

FREQUENTLY ASKED QUESTIONS


Can't find what you're looking for? Email us at [email protected] and we'll get back to you soon! Call our Care line at 1300 888 010 (Local) or +603 7962 8000 (From abroad)

 
 

FREQUENTLY ASKED QUESTIONS


Can't find what you're looking for? Email us at [email protected] and we'll get back to you soon! Call our Care line at 1300 888 010 (Local) or +603 7962 8000 (From abroad)

 
 

My Voopee

1Why is Voopee known as a SIM-Less Mobile?
Voopee provides user with an additional Malaysian number upon activation without the need of extra SIM card. User can always use their Voopee Number to call and SMS to anyone even they are not on Voopee.
2What can I do with my Voopee Number?
Voopee Number works exactly like mobile prepaid line. User able to use it to make outgoing / receive incoming call and SMS to any number - Inclusive of Public Service Provider, Fixed Line, International Number, Local Number, and 5 Digit Premium Services.
3Do I need to pay for my Voopee call & text?
Yes and No. Call & text between Voopee users are completely free and no hidden charges. Charges will only apply when user make calls or SMS to non Voopee user.
4Can I receive call and SMS from Non Voopee User or Public Services?
Yes! User can receive call & SMS from anyone even they are not on Voopee. For example: TAC code & OTP code from banking service provider.
5What do you mean by Voopee works like normal prepaid line?
Call charges will be applied when user make calls or text to Non Voopee user. Each call will be charged at RM0.10 per minute, and it will direct deduct from user’s Voopee credit. To keep Voopee line active, user may need to performance reload / top up once it expired.

*Calling to GSM using Voopee account - Charges will not be through user mobile plan; deductions however will be made to user remaining Voopee credit at one low FLAT rate.

6Are there hidden Voopee service charges?
Absolutely not! Voopee mobile app can be downloaded for FREE.
7What can I get if I download now?
Voopee comes pre-loaded with RM2 worth of Airtime for you to have a go at making calls and sending text messages to phone numbers from other mobile network operators.

*Malaysian SIM will be preloaded with RM2 worth of airtime, while overseas SIM will be preloaded with RM1 worth of airtime.

8Where can I download the Voopee mobile app?
You may download the Voopee mobile app from Google Play (Android Market), AppStore (iTunes Market).
9How do I add more contacts from the Voopee network?
If they are already in the Voopee network, simply add their Voopee phone number into your contact list. However if they have yet to start using Voopee, invite them to sign up via the “Tell My Friends” feature, and you’ll all be able to enjoy FREE HD Voice Calls and SMS!

*To use “Tell My Friends” feature, go to Voopee app > More > Tell My Friend

10How can I find my friend’s Voopee contact?
In one step, you can easily see all your contacts on Voopee. Go to Contacts, next, Look for ‘Voopee’ (logo) located at the side of ‘All’ contacts.
 
 

Using Voopee Abroad

1Do I need to have Internet to make call or SMS to Voopee/GSM Number while abroad?
Yes, Voopee is an application who rides on Internet. You will need to connect Internet to receive and make calls and SMS. You may connect to Wi-Fi or get an overseas SIM card with Data Plan to stay connected without changing your mobile number.
2Can I have the same Voopee number if I insert an overseas SIM card while abroad?
Yes, you can! Simply select ‘Yes/OK’ when the system requests for your permission as to whether you would like to maintain the same Voopee account.
3Will I be charged of roaming for receiving/making calls and SMS while abroad?
No, there are no roaming charges for receiving/making calls and SMS when you are abroad. You will only be charged at RM0.10 per minute for making call to Malaysian number.
4Will my friends be charged of roaming for calling or texting my Voopee number?

No, there are no roaming charges for your friends to calling your Voopee Number when you are abroad. They will only be charged by their service provider following their local rates.

However, if they’re part of the Voopee community, all voice calls and SMS texts are absolutely FREE! So why not get them to join Voopee instead?

5Can I call and SMS non-Voopee users abroad, and what are the charges?
Yes! You can call and SMS to any non-Voopee user ANYWHERE, ANYTIME. The call will appear as *Calling to GSM.

*The call rate of calling to ANY Malaysia number is charging at RM0.10 per minute.

**The call rate of calling to International Number will be charged accordingly to XOX IDD rate.

6What are the IDD call rates for Voopee?
Voopee allows you to save on international calls at low IDD call rates. Below are examples of some of the low IDD call rates that you’ll be able to enjoy:
Country Fixed Line Mobile
Australia RM0.18 RM0.88
Canada RM0.16 RM0.16
China RM0.12 RM0.20
Hong Kong RM0.16 RM0.20
Indonesia RM1.24 RM1.32
Singapore RM0.18 RM0.26
Taiwan RM0.18 RM0.44
Thailand RM0.36 RM0.38
UK RM0.20 RM0.90
USA RM0.18 RM0.18
7Aren’t calls and SMS texts to non-Voopee users free? Why do I still need credits?
As Voopee allows you to call and SMS any Malaysian phone number worldwide, it requires credits as RM0.10 per minute CALL RATES apply to make calls and send texts to non-Voopee users.
 
 

Using Voopee Locally

1Will my friends be charged for calling or sending texts messages to my Voopee number?
If your friends call or SMS your Voopee number, they will only be charged by their service provider following their local rates. However, should they be part of the Voopee community instead, all voice calls and SMS are FREE! So why not get them to join Voopee instead?
 
 

Features and Setting

1Why is my usual messaging system synced to the Voopee messaging system?
Fret not; this is one of the unique features of Voopee. The messaging system is designed in such a way that will make your experience easier. With a single tap, Voopee intelligently syncs the existing SMS in your mobile inbox so that you can conveniently check and reply them all through Voopee.

**Messaging system is only available in Android version.

2How can I edit my contact’s details?
Just tap on “Contacts” in the Voopee app and select the contact that you want to edit. Then, tap on “More” and select “Edit Contact”. Finally when you have finished editing, select “Done”. Easy as pie!
3How do I configure my notifications & message settings?
By going into the General settings, you’ll be able to easily configure your personal settings.
4What is ‘Tell My Friends’ and how do I use it?
If you’ve fallen in love with Voopee and its cost-saving international roaming feature, you can spread the word and invite others to download it as well. Select contacts from your list and the system will automatically send them an SMS to notify them you’re on Voopee!
5How do I activate Call Forwarding?
By simply switching it from ‘Off’ to ‘On’, you’ll have activated it and forwarded all calls to your Voopee number.
 
 

Billing and Payment

1I have run out of Voopee credits, how do I top it up?
You can top-up your Voopee credit via XOX recharge vouchers (top-up card), XOX Self-Care portal, credit cards (Visa or Mastercard), CIMB Clicks, Maybank2U Online, Alliance Online, Hong Leong Online, AmOnline, RHB Online, and FPX (Maybank2U, PBeBank, Bank Islam, Hong Leong Online, RHB Online, CIMB Clicks). For Singaporean (overseas) Voopee users, you may top-up via credit cards (Visa or Mastercard).
 
 

Technical Support

1Which Mobile OS version does Voopee support?
Voopee works on all devices operating on Android OS 2.3 and above& iOS 6.0 and later on.
2Oh no! I have forgotten my Voopee number, what should I do?
Simple – Under “More” select “My Info”. Your Voopee number will be shown in the first box.
3Can I use the same Voopee number if I change from one SIM card to another?
Definitely! As long as you have not uninstalled Voopee from your smartphone, you may maintain the same Voopee number by selecting ‘Yes/OK’ when the system requests your permission to maintain the same account.
4If I change to a new mobile phone, can I keep my old Voopee number?
Certainly! All you need to do is download the Voopee mobile app again and use the same registered number as you were once using previously on Voopee.
5Why is my Voopee always offline?
This may be due to an unstable internet connection. Kindly check the status of your internet connection.
6My subscription is active, but why can’t I receive incoming calls on Voopee Number?
Kindly check your Voopee status to see if you are currently signed-in online or if you have been properly logged in.
7Why am I having difficulties calling GSM mobile or fixed line numbers?
Kindly check your balance to see if you have sufficient credit to make calls or send SMS text messages. If you are still unable to do so, do get in touch with our Voopee Support. [email protected]
8Why are my incoming or outgoing messages delayed?
This may be due to an unstable internet connection. Kindly check on the status of Internet connection.
9Why am I failed to done SIM Verification?
This may due to your mobile line is in inactive status or you have insufficient credit to send out a SMS. Kindly check your balance and mobile line status, and make sure they are active and able to send out a SMS to done SIM Verification.
10Why am I failed to register Voopee?
Kindly close and re-open Voopee to try again. If you are still unable to do so, do get in touch with our Voopee Support. [email protected]