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Frequently Asked Questions
• Placing a call PLACING A CALLHow do I place an international call from my mobile phone using Gorilla Mobile?After you sign-up, Gorilla Mobile provides an access number to call from your mobile phone. When you call the Gorilla Mobile Access Number, we will recognize your phone and automatically provide you a dial tone. Then just dial the international number to place your call. You must not press the SEND key after dialing the international number. Does my wireless carrier charge me for the time used to place international calls made through Gorilla Mobile?Yes. You always incur your wireless carrier's applicable charges whenever you make a call. You receive Gorilla Mobile's great rates for the international portion of your call. How can I use speed dial to make things easy?You can always save the Gorilla Mobile Access Number in your speed dial and enter your international number at the tone. Even better, save the Access Number followed by the pause button and then program 011 and your international number for one touch dialing. Will I ever get a busy signal when I call the Gorilla Mobile Access Number?No, you will not get a busy signal when you call the Gorilla Mobile Access Number. We have a state-of-the-art digital switching system that will recognize your phone and automatically gives you a dial tone whenever you call. Do I need to dial a secret code or a PIN to place a call?No, with Gorilla Mobile there are no PINS and no hassles in placing a call. We recognize our customers? mobile phones when they call the Gorilla Mobile Access Number. What should I do if I have any questions or difficulties placing a call?Please contact our Customer Service Team at 1-800-881-3004 whenever you have questions or experience difficulty. We are available to assist 7 days a week, Monday through Friday 8AM to 8PM EST and Saturday and Sunday 10AM to 6PM EST. Can I use the Gorilla Mobile Service from a prepaid phone?Yes. You can use Gorilla Mobile from any phone or carrier from within the U.S. Still Have Questions? Call 1-800-881-3004RATES AND FEESWhat is the monthly fee?There is no monthly fee. Gorilla Mobile charges an annual fee of $5.95 and you can cancel service anytime. This annual fee covers up to 10 mobile lines and 10 home lines for a total of 20 lines. Are the rates the same 24 hours a day, 7 days a week?Yes, you get the same low rates no matter when you call. Are there minimum usage requirements to get these rates?No. Gorilla Mobile has a low annual fee of $5.95 regardless of usage level. All other charges are strictly usage based. You may cancel service at any time. Why for some countries does Gorilla Mobile charge a mobile rate that is higher than the land line rate?In some countries, international carriers charge higher rates to complete calls on wireless devices or specialized services versus normal landline phones. In many cases this is because in those countries mobile users do not pay to receive a call on their mobile phone. This is known as calling party pays. Wireless carriers therefore charge more to the calling party to connect the call. Why do some countries have a separate rate for Special Services?There are some numbers that are classified by European carriers as a Special Service number. They can be land lines, but are more expensive than standard land lines because of how they were established in those countries where they exist. Gorilla Mobile charges a Special Service rate for calls to these numbers because the carriers in those countries charge a higher rate connect the calls. Can I get the same rates calling from my home phone?Yes, with Gorilla Connect we provide you a toll free access number to dial from your home phone. You enjoy the same low international calling rates from your home phone. There is a low connection fee of $0.15 per call.Calls originating in Hawaii using the toll free access number have a $0.10 per minute surcharge in place of the $0.15 connection fee. Is there a connection fee for every call?For customers that don't have free nationwide calling or local New York City access, Gorilla Mobile offers a Toll Free Access Number to make international calls. There is a low $0.15 connection fee per call for calls made using the Toll Free Access number.Calls originating in Hawaii using the toll free access number have a $0.10 per minute surcharge in place of the $0.15 connection fee. How much tax will I be charged?Gorilla Mobile applies all applicable taxes and government charges based upon your tax jurisdiction and dollar usage. Still Have Questions? Call 1-800-881-3004SIGNING UPHow do I sign up?You can register at an authorized dealer, on our secure web site or by calling us directly at 1-800-881-3004. Does Gorilla Mobile work with all Mobile Carriers?Yes. Simply register to use the Service and start making those calls. What is the difference between Gorilla Direct and Gorilla Connect?Gorilla Mobile Direct provides a New York City Access Number. There is NO connection fee with this plan. Gorilla Mobile Connect offers a Toll Free Access Number and is intended for users who have to pay an additional toll charge to call a New York City Access Number. Gorilla Mobile Connect has a $0.15 connection fee per call. Can I register more than one mobile phone?Yes. You can register as many mobile numbers as you would like. An annual fee of $5.95 applies per account, which allows you to register up to 10 mobile numbers and 10 home lines for a total of 20 lines. How quickly can I begin using the service after registration?Your account will be activated within 24 hours. You will be notified when your account is active and ready to use. Can I change my account information after signing up?Yes, you can always change or update your account information by logging into our website or by calling our Customer Service Team at 1-800-881-3004. Still Have Questions? Call 1-800-881-3004BILLING AND PAYMENTWhat payment methods are offered?We accept American Express, Discover, Visa, MasterCard, along with ATM and debit cards that have a Visa or MasterCard logo. Why can't I pay by check?The cost of opening and having to deposit checks is something you won't find in our low rates. Not to mention it eliminates the hassle and expense of your having to mail one. Do I need to prepay in order to use Gorilla Mobile?No. You do not need to prepay to use Gorilla Mobile. We will automatically charge your credit card on the 5th of every month for usage charges from the previous month. However, there may be times when you will have to make and Advance Payment. What is an Advance Payment?Each Gorilla Mobile account (accounts include all numbers listed under one account) has a $150 credit limit per month. If your call usage reaches $150 before the end of the calendar month you will be required to make an Advance Payment in order to continue your service for that month. The Advance Payment is applied towards the current month’s charges in the amount that you specify. A Gorilla Mobile Customer Service Agent can process your payment with your authorization using the credit card that you have on file with Gorilla Mobile. How do you protect my credit card information?The information submitted on our web site is protected by the highest level of industry-standard SSL encryption. All of the credit card or checking account information received is then encrypted a second time and stored on our secure billing servers. What is the billing increment?All calls are billed in full minute increments. How do I review my usage and charges?You can review you monthly summary on line which details all usage and charges. Call detail includes date and time of call, destination number and location, and call charge. Do you send a bill before you charge the credit card?No. On approximately the 5th of every month we charge your credit card for the previous month's usage. A summary of usage and charges in addition to call details will always be posted on our website prior to your credit card being charged. You may request a paper bill if you prefer. What do I do if I have a question or problem with my bill?You may contact our billing department or call our Customer Service Team at 1-800-881-3004 to assist you with any billing issues that you may have.
Can I cancel Service at any time?Yes, you can cancel anytime without a penalty. You can cancel on the web site or by calling our Customer Service Team at 1-800-881-3004. Still Have Questions? Call 1-800-881-3004GORILLA MOBILE CALLING AREACan I use Gorilla Mobile from anywhere in the US?You can use Gorilla Mobile anytime and anyplace you are able to connect with the Gorilla Mobile Access Number. Can I use Gorilla Mobile when I am outside of the US?At this time, we only offer Gorilla Mobile Service from your US mobile phone in the US. Can people call me from outside of the US using Gorilla Mobile?At this time, we only offer Gorilla Mobile calling plans from within the US. Tell your international friends to send an email to your mobile phone and you can call them right back using your Gorilla Mobile Service. Can I use Gorilla Mobile from any phone I want?You can use Gorilla Mobile from any phone that you register in your Gorilla Mobile account. You can register up to 10 mobile phone numbers and 10 home numbers. You cannot register public phones. Can I use Gorilla Mobile to call any country in the world?Gorilla Mobile offers Service to call over 175 countries around the world. You may see a complete list of those countries by viewing Rates. Still Have Questions? Call 1-800-881-3004FREE TRIALDo I get 100 free minutes to any country I call?The Free Trial provides up to $5.00 of calls using Gorilla Mobile according to our most recently published rates. If you chose to use the Gorilla Mobile Connect Toll Free Access Number, you must also deduct the $0.15 per call connection fee from your Free Trial balance in addition to the usage per minute. What happens when my Free Trial ends?At the end of your Free Trial period, we will notify you during your call that you have one minute remaining in your Free Trial, at which point you can choose to cancel or to continue Service. If you continue using Gorilla Mobile beyond the Free Trial period, you will be charged for additional minutes of use and the $5.95 annual fee. You may cancel Service at any time. How will I know how many minutes I have left on my free trial?We will provide you with an automatic friendly reminder when you have one minute remaining in your Free Trial. Do I get a free trial on all my cell phones?Gorilla Mobile allows first time customers one Free Trial per billable account. If you have more than one phone registered in your account, you may use any or all of the lines you registered during our Free Trial period. Still Have Questions? Call 1-800-881-3004 |
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