FAQ

Frequently Asked Questions

General Questions

With Frinzo minutes, you can make high quality calls  at the best price to landlines and mobiles around the world (more than 140 destinations) even if your contacts don’t have the Frinzo app installed!

Many Frinzo offers are available to give you the possibility to call different destinations across the world. Simply choose the offer that suits you best and top-up with as many minutes as you want.

Why use Frinzo?

  • Your Frinzo calls are billed per second
  • No connection fees and no hidden costs
  • No expiration date for your purchased minutes
  • No contract

On our website, click on rates and enter directly the destination you want to call in the search bar.

You can also check our rates directly from your Frinzo application (iPhone or Android): Simply search for the country you want to call by tapping “Choose destination” to see all our offers available to make your calls at the best price with Frinzo.

If you haven’t received the validation code to finish creating your account (it could take up to 60s to receive the text message with the validation code) :

  • Check if there is no error in the phone number you entered if it’s the case you can click on Change (iOS) or 🖍 (Android)
  • If it’s the right number but still no validation code, don’t worry! You can tap on Call to receive the code by call, or you can also try again to receive it by SMS if you tap on SMS.
  • Enter the validation code and click on “Validate”

Still no code? Please contact us by email: support@frinzo.com, we will be more than happy to help!

For the Android app:

To be able to use your app in the best conditions you need to have the Android OS version 4.4.x or superior.

 

For the iPhone app:

The iPhone app requires the iPhone OS version 9.x or superior.

Go to your Apple Store if you have an iPhone or in your Google Play store if you have an Android, look for the application “Frinzo” and download it on your Smartphone.

To create a Frinzo account, a few minutes are enough:

  • Open the application once you have downloaded it to your phone and then press GET STARTED
  • Enter your phone number and press CONTINUE
  • You will then receive an SMS containing an activation code to confirm your phone number
  • Enter the 4-digit code to validate your account. On Android, the validation code is retrieved automatically.
  • You did not receive your validation code?

Congratulations! Your account is now created. You can now start making calls with Frinzo!

To take full advantage of Frinzo features, the app needs to access some features of your phone. When downloading Frinzo, we will ask you for permissions to access these functions:

On Android:

  • Contacts: so you can retrieve all your existing contacts and call them directly from Frinzo
  • Microphone: so that your callers can hear you during your calls
  • Telephone: to be able to make a call from the Frinzo application
  • SMS: to validate your phone number when creating your Frinzo account

If you denied these permissions when you signed up, you can change your permission settings at any time: Application Manager> Frinzo> Apps Permissions> Enable all necessary permissions

On iPhone:

  • Contacts: so you can retrieve all your existing contacts and call them directly from Frinzo
  • Microphone: so that your callers can hear you during your calls
  • Cellular data: Be able to use Frinzo on 3G / 4G
  • Notifications: Receive notifications when we make special offers or that we launch new Frinzo offers
  • Background Refresh: To allow the application to refresh in the background

If you denied these permissions when you registered, you can change your authorization settings at any time:  Settings of your iPhone> Frinzo> enable all necessary permissions

What happens when I’m using Frinzo abroad?


International Calls

You can buy Frinzo minutes online very easily!

How does it work?

  • From the website Frinzo.com, choose the bundle you want to top up depending on the destination you want to call and select the amount of minutes you wish to purchase, click on “BUY”.
  • Login to Frinzo shop, and login using your Frinzo details (your phone number and your password)
  • Enter your billing information: your first and last name, email address and your post address (All these information are mandatory) then click on “PAY”. Your billing information will be saved for your next purchase.
  • Enter your payment details:  your card number, the expiry date and CVV code and click on “PAY”. You can use both VISA or MASTERCARD to make your purchase
  • Once your transaction has been completed, your Frinzo minutes will be added to you Frinzo account (on all your devices) and you can start calling!

 

Why has my payment failed?

When a payment fails, there are several reasons this might happen:

  • An error in your payments details: first check that you’ve correctly entered all of these details especially your card number, the expiry date and the Card Verification Code.
  • The payment has maybe been rejected by your payment provider because of insufficient funds or other restrictions. Please contact your payment provider for more information about why the payment was rejected.
  • It’s also possible that Frinzo has refused your payment because you have reached our purchasing limit per month (20 packs/month).

If you’re still facing payment issues, please contact the support team: support@frinzo.com

 

Can I buy minutes from the website while I’m abroad?

This payment method is only accessible while you are in :Austria, Belgium, Cyprus, Germany, Estonia, Finland, France, Greece, Ireland, Italy, Latvia, Lithuania, Malta, Netherlands, Portugal, Slovakia, Slovenia, Spain and Republic of Korea, Kuwait.

  • From your Frinzo application, click on the purchase icon  at the bottom right of your screen
  • Then press on Select destination and select the country you want. Enter the name of the country you want to call in the search bar
  • Select the offer you prefer (some destinations are included in several Frinzo offers) as well as the number of minutes you would you like to buy
  • Sign in to the iTunes store with your Apple ID and Follow the payment instructions displayed by your app store
  • Your purchased Frinzo minutes will be automatically added to your Frinzo account and you will also receive an email from the Apple Play Store confirming your purchase.

Enjoy your calls with Frinzo!

  • From your Frinzo application, click on the purchase icon  at the bottom right of your screen
  • Then press on Select destination and select the country you want. Enter the name of the country you want to call in the search bar
  • Select the offer you prefer (some destinations are included in several Frinzo offers) as well as the number of minutes you would you like to buy
  • Sign in to the Google Play Store and follow the payment instructions displayed by your app store
  • Your purchased Frinzo minutes will be automatically added to your Frinzo account and you will also receive an email from the Google Play Store confirming your purchase.

 

Using your credit card:

  • Select « Credit card » and follow the instructions (Visa and MasterCard only)
  • Follow the instructions on the screen and enter your payment details
  • A confirmation email will be sent (from invoice@frinzo.com) and your minutes will be automatically added to your account.

Enjoy your calls with Frinzo!

To make international calls using your Frinzo minutes, follow these steps:

From your address book:

  • From the main menu of your application, click on the icon representing an address book to access all your contacts
  • press on the contact you want to call, then on the phone icon in the lower right corner of the phone number.

To be able to call your contacts from Frinzo, you will need to give permission to Frinzo to access your contacts.

 

From the keyboard:

You can also use the keypad to directly dial the number that is not in your address book:

  • From the recent menu of your application, click on the keyboard icon.
  • Choose the country you want to call before (unless you know the country code) and enter the phone number. Then tap the call icon.

Your purchased Frinzo minutes have an unlimited validity period.

When you make a call to someone using Frinzo, they receive a regular call and there is no indication that the call is coming from Frinzo.

Therefore, receiving a call from Frinzo is the same as receiving a normal GSM call and the recipient is subject to the same charges stated in the contract with their GSM service provider.

To hide your number, launch you Frinzo app:

  • Click on the avatar at the top right of the screen, then, click on Settings
  • Next to Hide my number, slide the button to the right to turn on the feature

Your phone number won’t be displayed when placing a Frinzo call*.

Enjoy your calls with Frinzo!

 

*This feature may be not compatible with some carriers so your phone number won’t be hidden for some calls.

Please restart your app and see if your balance has been updated.

If your purchased minutes still does not appear, please send us a screenshot of the confirmation email for this purchase to support@frinzo.com

If you did not receive an email confirmation for this purchase, you should contact the Google Play store or iTunes.

  1. Swipe left on any call in the recent calls menu
  2. Tap the red Delete button when it shows.

The possibility to clear all your call history will be soon available!

  • To clear all your call history:

On your settings, you can delete your call history.

  1. Click on the avatar at the top right of the screen, then, click on Settings
  2. Click on Clear call history and then on YES

 

  • To delete a single/multiple calls from the call history:
  1. Go to the Recent Calls menu
  2. Just tap and hold the call you want to delete and then tap the Delete option on the top-right corner of the screen.

Ways to Pay

You can buy Frinzo minutes online very easily!

To be ready, you have to create a password! For that, follow this link

How does it work?

  • From the website Frinzo.com, choose the bundle you want to top up depending on the destination you want to call and select the amount of minutes you wish to purchase, click on it
  • Login to shop.frinzo.com with the password you made in your Frinzo app
  • Enter your billing information: your first and last name, email address and your post address (All these information are mandatory) then click on “PAY”. Your billing information will be saved for your next purchase.
  • Enter your payment details:  your card number, the expiry date and CVV code and click on “PAY”. You can use both VISA or MASTERCARD to make your purchase
  • Once your transaction has been completed, your Frinzo minutes will be added to you Frinzo account (on all your devices) and you can start calling!

 

Why has my payment failed?

When a payment fails, there are several reasons this might happen:

  • An error in your payments details: first check that you’ve correctly entered all of these details especially your card number, the expiry date and the Card Verification Code.
  • The payment has maybe been rejected by your payment provider because of insufficient funds or other restrictions. Please contact your payment provider for more information about why the payment was rejected.
  • It’s also possible that Frinzo has refused your payment because you have reached our purchasing limit per month (20 packs/month).

If you’re still facing payment issues, please contact the support team: support@frinzo.com

 

Can I buy minutes from the website while I’m abroad?

This payment method is only accessible while you are in :Austria, Belgium, Cyprus, Germany, Estonia, Finland, France, Greece, Ireland, Italy, Latvia, Lithuania, Malta, Netherlands, Portugal, Slovakia, Slovenia, Spain and Republic of Korea, Kuwait.

Google Play Carrier Billing lets you purchase easily your Frinzo minutes without using a credit card. You can charge directly your purchases to your monthly phone bill.

This payment option is available for both postpaid and prepaid plans. If you have a prepaid plan, your purchases will be deducted from it.

How does it work?

  • Select the Frinzo pack you want to buy
  • Press on the small arrow to show more options and then on ” Payment methods”
  • Select the option to bill to your carrier account
  • For first time registration, you have to enter the requested information: phone number, name and address and press “SAVE”. This information won’t be asked again for your next purchase.
  • Enter your Google Play password and press “CONFIRM”  to finalize your purchase
  • Once your payment is successful, you will receive your Frinzo minutes on your Frinzo account and the details of your purchases will appear on your monthly phone bill.

 

Is it free?

This paying option is free and will not result in additional costs. The purchase amount will be the same displayed on your bill.

 

It is available with my operator?

Please note that payment options available may vary depending on your country and your operator. Check here to see if your carrier is supported: https://support.google.com/googleplay/answer/2651410?hl=en

 

Keep in mind:

  • Direct carrier billing is only available via the Google Play Store app. It’s not available on the Google Play website from your computer or from a mobile browser.
  • Some operators set a monthly limit for purchases via carrier billing. Please check with your carrier.
  • Your device and service plan must allow premium content purchases.
  • If your purchases aren’t successfully authorized by your carrier, they will be immediately cancelled. Please contact your mobile service provider to have more details.

How to use a Google Play gift card:

  • First, scratch off the strip on the back of your gift card to reveal the code
  • Open the Play store on your phone or computer
  • Tap on three-line menu button in the top left corner of the screen and then on Redeem
  • Enter 16-digit code your revealed on the gift card and tap Redeem and then Confirm

Now you can use the credit added to your Google play balance to top-up with Frinzo minutes, the amount of your purchase will be debited from your balance.

If your payments have failed several times, first check that you have entered the correct information and that you have enough funds in your bank account. Also make sure you are connected to a cellular network or a wifi network.

If the issue persists after these checks:

  • If you have purchased your minutes through the Apple Store or the Google Play store, you should contact them directly to find out more.
  • If you have topped up using your credit card from the website or from your Android application, please contact us from the email address registered in your account by tapping the “report a problem” button in your application in the Help section.

In any case, do not hesitate to contact us if you encounter difficulties with the Frinzo application.

Pursuant to Article L121-20-12 of the Consumer Code, you have the ability to exercise your right of withdrawal within fourteen (14) days from the purchase of a pack of minutes of calls. According to the same article, you give up your right of withdrawal as soon as you use all or part of the minutes included in the purchased Pack.

If you have some calling issues please contact the support team: support@frinzo.com

How to get a promo code?

Occasionally promo codes will be available for use during special promotional events. You can also receive a code via SMS, Frinzo messages or on Facebook & Twitter, so make sure to follow us. Please note that it is not possible to purchase promo codes.

How to redeem a promo code?

  1. Open your Frinzo app
  2. Select Promo code from your app menu
  3. Enter your code and tap REDEEM (make sure to respect the uppercases and lowercases)
  4. Once you’ve entered the Frinzo code, your bonus will be immediately added to your Frinzo account and you can start calling!

The promo codes are valid for a set period of time. If the code you have tried to redeem does not work then it has most likely expired.

Remember that each unique promotional code can be redeemed only once.

If you have an issue with your promo code, please contact us via our side menu ( Help > ✉ Report a problem)

Account & Settings

if you’ve changed your phone number, you won’t lose your Frinzo minutes. You can change the phone number associated with your Frinzo account easily by following the steps below:

  • Go to your account by taping on the small avatar in the top right of your screen
  • tap on your phone number to change it, then tap on CONTINUE
  • Enter your new phone numbers and tap on CONTINUE
  • To confirm this change, you will receive an SMS with a validation code on your new number.
  • If you are an Android user, the validation code received by SMS will be detected automatically by Frinzo. For iPhone users, enter the 4-digit code received by SMS to confirm the change of your phone number.

To come back in Frinzo app

If you already have a Frinzo account but you was disconnected or you changed your smartphone:

  1. Launch your Frinzo app and click on GET STARTED
  2. Enter your Phone number and click on CONTINUE
  3. You will then receive an SMS with a new PIN code
  4. Tap the PIN code in your Frinzo app

Welcome back 🎉!

To be able to buy minutes on our website www.frinzo.com, you need a password.
The password is necessary only to go to this website.

To set your password, you need to do it in your Frinzo app!

  1. Follow this link: frinzocall://setpassword
  2. Create a password
  3. Come back in shop.frinzo.com to use it

Are you leaving us?

If you want to delete your Frinzo account, you need to send us an email to contact@frinzo.com 

Don’t hesitate to share with us your feedback and ideas to help us improve Frinzo services.