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Account information - Frequently asked questions

Frequently Asked Questions

Account information

What is My Account?

Every Freshtel user can log into the My Account section of our website. There, users can view their account, change settings, view and pay bills, add additional users to their account, add call credit and view the calls that they have made.

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How can I access My Account?

Freshtel users can log into their accounts with their Freshtel number and password here.

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How can I change my password?

  1. Click My Account, near the top of the screen on our website at http://www.freshtel.net
  2. Enter your Freshtel number and current password to log in. If you have forgotten your password just click the forgotten your password link at the bottom of the page and your current password will be emailed to your registered email address.
  3. Once you have logged in, point to the My Account menu and click My People..
  4. Click Update a person on my account.
  5. Click the person you wish to update the password for.
  6. Change the password in the password field.
  7. Scroll down to the bottom of the page and click the Save Changes button.

At this point, your account password has been changed. However, you also need to update the password on the Freshtel softphone on your computer or on your ATA so that you can connect with your new password the next time you want to make a call.

If you are using the Freshtel internet phone on your computer then please do the following:

  1. Right click the Freshtel icon, located near the clock in the bottom right corner of your screen.
  2. Select Options, then Networks.
  3. Change the password in the Password field, and click OK. Make sure that the password is exactly the same as the one you entered via the Freshtel webpage.

You have now completed updating your password. You may wish to test this by calling our test number to ensure that the password has been changed successfully.

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How can I change my account details?

  1. Click My Account, near the top of the screen on our website at http://www.freshtel.net
  2. Enter your Freshtel number and current password to log in.
  3. Once you have logged in, point to the My Account menu and click Update My Details.

Make the desired changes, then click the Save Changes button.

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How can I change my voicemail settings?

  1. Click My Account, near the top of the screen on our website at http://www.freshtel.net
  2. Login using your Freshtel internet phone number and password.
  3. Once logged in, point to the My Account menu and click My People.
  4. Click Update a person on my account.
  5. Select the person you wish to update.
  6. Scroll down to Voicemail Settings.
  7. Change voicemail settings as desired. You can redirect to Voicemail or another number. If you wish to redirect to another number please enter the number as you would dial it from a payphone but include the area code (you do not have to include a + in front of the number).
  8. Click the Save Changes button.

Please note that you will be charged for this redirection.

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How can I upgrade my account?

  1. Click My Account, near the top of the screen on our website at http://www.freshtel.net
  2. Login using your Freshtel internet phone number and password.
  3. Once logged in, point to the My Account menu and click My Shop.
  4. Click Upgrade my account.
  5. Select the type of account you wish to upgrade to, and complete the application form.

Your application will be reviewed by one of our Freshtel Customer Care staff within 24 hours.

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How can I add additional users to My Account?

  1. Click My Account, near the top of the screen on our website at http://www.freshtel.net
  2. Login using your Freshtel internet phone number and password.
  3. Once logged in, point to the My Account menu and click My People.
  4. Click Add new person to my account.
  5. Select the desired plan, and follow the signup procedure.

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Will additional users need their own plan?

Yes. Each person you add to your account will need to select their own plan, and will need their own credit to call mobiles and landlines.

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Can I move existing Freshtel users onto/off my account?

We hope to be able to offer this service in the future.

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Can I have a mixture of Free and Monthly Plan users on my account?

Yes. There's no restriction on mixing and matching plan types for additional people on an account. For example, someone on a Fresh Air plan could have four additional people on their account - one on another Fresh Air plan, one on a Fresh Start monthly plan, one on a Fresh Line plan and one on a Fresh Office monthly plan.

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Do I have control of additional users on my account?

Yes. Only you can add additional people to your account, and itemised invoices will be sent to your email address only, not that of additional users. You can edit and change any account information you like for additional users on your account, whereas they can only update their contact and address details. You have total financial control over additional users on your account. It's a great way to set up accounts for employees in a business, for example.

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How can I view my bills?

Each month, your monthly bill will be emailed out to you if you're on a monthly plan. You can also view your invoices by:

  1. Click My Account, near the top of the screen on our website at http://www.freshtel.net
  2. Login using your Freshtel internet phone number and password.
  3. Once logged in, point to the My Account menu and click My Finances.
  4. Click View my bills.
  5. Select the bill or bills you wish to view.

Bills are in PDF format, and you will need either Foxit or Adobe PDF reader to view them.

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How can I top up my account?

If you're on a monthly account, then you will not need to top up your account. If you're on a Free account, you can top up your call credit by:

  1. Click My Account, near the top of the screen on our website at http://www.freshtel.net
  2. Login using your Freshtel internet phone number and password.
  3. Once logged in, point to the My Account menu and click My Finances.
  4. Click Add funds to my account.
  5. Select whether you'd like to make a credit card payment or redeem a voucher.

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How can I pay my bills?

If you're on a monthly plan, your credit card will be automatically billed once per month. You can also make a manual payment towards an invoice by:

  1. Click My Account, near the top of the screen on our website at http://www.freshtel.net
  2. Login using your Freshtel internet phone number and password.
  3. Once logged in, point to the My Account menu and click My Finances.
  4. Click Add funds to my account.
  5. Click Make an invoice payment.
  6. Enter your credit card details and the amount you wish to pay.
  7. Click the Save Changes button.

If your account has been suspended, making a manual payment towards an unpaid invoice will automatically reactivate your account.

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How can I redeem a promotional voucher?

If you have a promotional voucher, you can redeem it by:

  1. Click My Account, near the top of the screen on our website at http://www.freshtel.net
  2. Login using your Freshtel internet phone number and password.
  3. Once logged in, point to the My Account menu and click My Finances.
  4. Click Add funds to my account.
  5. Select Redeem a voucher.
  6. Enter the code on the voucher.

Your credit should be added instantly.

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How can I view the calls that I have made?

  1. Click My Account, near the top of the screen on our website at http://www.freshtel.net
  2. Login using your Freshtel internet phone number and password.
  3. Once logged in, point to the My Account menu and click My Calls.
  4. Select whether you'd like to view only the calls you have made, all the calls made on your account or calls made by a specific person.
  5. Recent calls will be displayed. You can expand this date range to show all calls ever made by your account, or calls within a specific time period.

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How can I find out how much credit I have in my account?

If you're on a monthly plan, then any call credit will be shown and applied against your invoices. If you're on a prepaid Fresh Air plan,

  1. Click My Account, near the top of the screen on our website at http://www.freshtel.net
  2. Login using your Freshtel internet phone number and password.
  3. The home page account summary will show your current account balance.

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How can I find out how much I've spent since my last invoice?

If you're on a monthly plan, then:

  1. Click My Account, near the top of the screen on our website at http://www.freshtel.net
  2. Login using your Freshtel internet phone number and password.
  3. The home page account summary will show your amount spent since the last invoice.

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How can I view my payment history?

  1. Click My Account, near the top of the screen on our website at http://www.freshtel.net
  2. Login using your Freshtel internet phone number and password.
  3. Once logged in, point to the My Account menu and click My Finances.
  4. Click View my payments.
  5. Select the date range for which you'd like to view your payments.

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How can I order Freshtel hardware?

You can order hardware through the Freshtel shop. If you already have a Freshtel account,

  1. Click My Account, near the top of the screen on our website at http://www.freshtel.net
  2. Login using your Freshtel internet phone number and password.
  3. Once logged in, point to the My Account menu and click My Shop.
  4. Click Visit the Freshtel Shop.
  5. You can then order whatever Freshtel hardware you wish.

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Voicedot Compatible