Hermes Phone

FAQ / Help

The Hermes Phone Service
Dialing Instructions
Payment, Security, Privacy
Loyalty Program

Hermes Phone is the telecom service with world's lowest rates for calls to Central and Eastern Europe.
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Follow the link “Open New Account” on this website. Choose your method of payment and follow the instructions. If you choose to open your account on-line with a credit card, you’ll receive your PIN number by mail within minutes. Thus you can start calling right away.
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You can open your own rechargeable, prepaid calling account that makes international phone-to-phone calls possible at very low rates.
When you open your account you submit your personal and payment information. If payment is successful, you’ll receive your PIN and dialing instructions in you email box.
From here on, all you need is your PIN. You can use it to log into your account on this web site and check your call history, check your payment history, your calling statistics, recharge your account.
Owning your own Hermes Phone calling account entitles you to receive monthly statements directly into your mailbox.
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Each Hermes account has a Personal Identification Number (PIN) that allows you to make phone calls from any phone in the US. Each PIN code is unique and is used to confirm that the person who is placing a call is you. Valid PINs used for Hermes services consist of two parts, separated by the pound sign (#).
Your PIN can be used for making calls (enter it with the telephone’s touch-tone keypad), for logging into your account and for identifying yourself when you call customer support. top

Email hcs@hermesphone.com

Dial free 1-877-250-7474, your PIN and 101*.
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Hermes Phone offers you two fast and easy ways to recharge your account:

On-line
Log into the client area of our website with your Hermes Phone PIN. You will see summary of your account information – Loyalty Status, Balance of your account and Calls made during the current month. Under the section Remaining Balance click on the Recharge link. Fill in your credit card information and the amount you want to recharge and then wait for a confirmation screen saying that the payment was successful.

By Phone
Call our toll free customer support line 1 877 748 7964. Our representative will ask for your PIN code and your credit card information.

Choose the way which is more convenient for you and you will be able to use your account immediately after the recharge is made.

If you have forgotten your Hermes Phone PIN click here.
If you see expired after your name when you log in the client area, please call our customer support line 1 877 748 7964 to reactivate your account.

If you are not a Hermes Phone client yet click here to open a new account.
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With Hermes Phone you can call anyone, anywhere in the world. However, our premium rates are for phone calls made to Central and Eastern Europe.
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Here are the dialing instructions for a PHONE-TO-PHONE call:

dial the toll-free access number 1-877-250-7474 or the local access number 1 646 572 8888.

At the prompt enter the PIN you received when you opened your account;

After confirmation from the system dial the number you wish to call followed by the star button (*).
Please, use the following dialing format:
For US, Canada & the Caribbean: 1 + area code + phone number;
For international: 011 + international code + area code + phone number;
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If you are using an office/home fixed telephone to access the Hermes Phone network, dial our Toll Free access number 1-877-250-7474 or our Local Access number 1 646 572 8888. You only pay for the minutes you talk. The minimum we're going to charge you is for 30 seconds. And for call duration above that you are billed at short increments of 6 seconds.

Use our Local Access Number 1-646-572-8888 and get the lowest rates – 2c/min LESS than the Toll Free line rates:

If you have unlimited long distance or free minutes (depending on your plan) on your cellular phone (Most mobile operators in US include such long distance or free minutes options as part of their cellular phone service. Please contact their Customer Service for clarifying the terms of the plan you have received from them)

If you live in the NY area (The calls you place are LOCAL for the NY area)

If you have free interstate minutes plan at your fixed phone (The calls you place are considered as LOCAL for the NY area)

If you are using our toll-free access line from Alaska, Hawaii or Canada, there is an additional fee of $0.10 per minute added to the initial rate. This fee is imposed by the toll-free phone providers for all calls made outside the continental US area. For calls from Alaska, Hawaii and Canada placed through the local access number, the regular (with no additional charge) local access rates apply! If you have unlimited long distance or free minutes (depending on your plan) on your mobile or home phone you can avoid this $0.10 extra charge by using the local access line in NY - 1-646-572-8888 which will even make your calls through Hermes Phone $0.02 cheaper.
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There are no monthly, installation or activation fees. There are no connection fees when you use fixed (office/home) or mobile phones. There is a per-call connection fee when you use payphones. It is imposed by the companies owning the payphone machines, Every time you make a call from a payphone $1.29 will be deducted from your Hermes Phone calling account.

Calls from Alaska, Hawaii and Canada through our toll-free access line are additionally charged 10c/min – a charge implemented from the toll-free phone providers for all calls made outside the continental USA area! There is no such charge from the local access line, where the regular rates apply!
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Hermes Phone offers the lowest phone rates to Central and Eastern European destinations, 24 hours a day, 7 days a week. You pay for the minutes you talk, regardless of whether it's "peak" time or "non-peak" time.
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In order to be able to make phone calls through Hermes Phone, you need to make sure that your account balance does NOT drop to a critical level. There are a number of ways in which you can monitor the balance of your Hermes Phone calling account according to your own preferences:

Internet: When you log in with your PIN at our website, you can check the remaining balance of your account at the Account Summary area.

Email: The system of Hermes Phone will automatically send you an email when your account balance reaches the amount of $1.

Over the phone: Once you dial the destination you wish to reach, the system will announce your remaining balance in minutes to the destination you have dialed.

Subscription by phone: You can subscribe to account balance notifications by phone. You need to determine the balance level of your calling account, at which you would like to be notified over the phone. Our Customer Support Team will monitor your account on a regular basis and when your account balance reaches the critical level for recharge determined by you, one of our representatives will be responsible for calling you in order to notify you and assist you in recharging.
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We are going to keep the call history for at least 6 months.
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When you log into your Hermes Phone account, the first 2 things your are going to see on the welcoming screen are:

your remaining balance;

your calls for the current month;
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To access your personal information, simply log into your account and go to “My Profile”. In this section you can view your personal information. If you believe that some part of your personal information is not correct, please send us an e-mail with your correct information.
Regarding Billing information: we don’t keep your billing information like credit card number for security purposes. You enter it every time you make a payment on-line.
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We Accept Most Methods of Payments

on-line with a credit card;

on the phone with a credit card;

cash;

certified checks;

money order;

bank transfer;
If you are using a credit card online, you can pay any amount between $5 and $50.
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When you browse a web site, the server sends information to your computer over the Internet. This information is visualized on your screen by your browser. Information that travels between you and our server can be encrypted, so no one can "eavesdrop" on it along the way. This is called secure protocol. The web site of Hermes Phone uses secure protocol in two places: in the payment forms (obligatory) and for login (optional). Thus sensitive information is protected with industry standard 128-bit encryption. You can check if you are under secure protocol if the padlock next to the login field to the right is LOCKED.
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Yes. Sometimes we need to see is a photocopy of your credit card along with a credit card statement showing your billing address and credit card number. We can accept a driver's license, passport and bank/credit card statements. Please black out any information that is private.
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We occasionally request this information to protect our customers from possible international credit card fraud. We use this information to verify your account. Once your account is verified, you will not have to provide this information again.
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The card security code (CSC) is usually a 3 - or 4 - digit number, which is not part of the credit card number. The CSC is typically printed on the back of a credit card (usually in the signature field). On some cards, all or part of the card number appears before the CSC.
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There are several reasons why your credit card might be declined by our system. The most common reasons are:
1. Wrong expiration date - check to make sure you have the correct expiration date
2. Incorrect credit card number - make sure that you are entering the correct 16-digit credit card number
3. Incorrect billing address is incorrect - make sure the billing address you enter matches the address that appears on your monthly credit card statements.
4. Incorrect ZIP number - make sure the ZIP number of your billing address matches the address that appears on your monthly credit card statements.
5. Insufficient Funds - make sure the amount you are trying to purchase does not exceed your credit card limit
6. Credit card reported missing or stolen;
If you are unsure why your credit card was declined by our system, please contact Hermes Phone customer support for more information. While in most of the cases we’d able to help you with more information regarding the problem, we might not be able to actually solve it, if it is with your issuing bank.
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Hermes Phone is a licensee of the TRUSTe Privacy Program. You can view our complete Privacy Statement on this website.
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Although rare, there are cases when your credit card issuer might require us to contact them first so they can authorize the charge to your credit card. This procedure protects you from fraudulent charges on your account, and it may take up to 48 hours after you have registered with Hermes Phone. Once we receive approval from your bank or financial institution, you will receive an email verifying your PIN code for activating your membership.
In the majority of the cases you'll get a message on the very website, immediately after payment, so you'll know right away if there are any problems.
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If you lost your PIN the best thing you can do is contact customer support by e-mail first. Please provide your phone number so we can call you back. Once in contact with you, Hermes Phone customer support will ask you a number of quesitons to verify you are you. Please be patient.
Although we’d like to make your life easy, we cannot compromise our customers’ security and privacy and sometimes customer support will not disclose your PIN on the phone for security purposes. In such cases they’ll offer a way to solve the issue.
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The "Log out" button has been added to your Hermes Phone account to protect it by making it very difficult for another individual to make a call from a different computer using your account credentials and/or viewing your personal information.
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Actually this 1 dollar is not withdrawn from your bank account. It serves as a minimum value for authorization. With every on-line payment our web site makes an authorization check first, and only if it is successful it will withdraw the requested amount - 10 USD in this case. This 1 dollar will be unblocked in 2 or 3 days, depending on your bank's policy. This is a widespread practice among Internet merchants aimed at the improvement of the payments' security.
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Hermes Phone offers the lowest rates to Central and Eastern European destinations, 24 hours a day, 7 days a week. You pay for the minutes you talk, regardless of whether it's "peak" time or "non-peak" time.
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Every minute you spend on the phone through the system of Hermes Phone is counted in real time as 1 loyalty point and is added to your loyalty status. Your loyalty status represents the minutes you have spent on the phone since the first time you have used our service. These minutes are represented as loyalty points.

If you use our service for several years now OR you spend most of your time on the phone, you have most probably already reached a certain level of loyalty status and you are qualified for the discounted rates!
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You can check your loyalty status anytime at https://www.hermesphone.com/texts/EN/www.hermesphone.com, which is shown in your member’s area right under your name
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Level BRONZE: 3 000 minutes=3 000 loyalty points – 5% discount on all Hermes Phone rates
Level SILVER: 10 000 minutes=10 000 loyalty points – 10% discount on all Hermes Phone rates
Level GOLD: 20 000 minutes=20 000 loyalty points – 15% discount on all Hermes Phone rates
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You collect loyalty points with every minute you spend on the phone through the system of Hermes Phone. You can also collect 300 loyalty points each time you recommend our service to your friends according to our "refer a friend program"
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The loyalty program is granted to clients that have been with us for a long time or are quite active in the use of our service. This program is made exclusively for them. Every new customer starts with loyalty status NEW (0 minutes talk=0 loyalty points) and every minute talk is counted in favour of the customer’s loyalty status. If you have already placed some phone calls with Hermes Phone, you are on the way towards such status level. Keep on being our friend and keep on talking. And in no time you will be part of our loyalty clients’ family.
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Every client of Hermes Phone can join our loyalty program. Once you have spent above 3 000 minutes on the phone, which means that you have received more than 3 000 loyalty points, you have to apply to get your rates discounted.
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Once you have reached certain loyalty status you have to apply for the change of your rates!
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The simplest way to apply is by pushing the “apply” button in your member’s area. This button will remain inactive until you reach the required loyalty status. When active do apply. All you need to do is to press the button and wait for the confirmation screen which informs you that your application has been successfully sent. You can also apply by sending us an e-mail at loyalty@hermesphone.com or by calling us at 1 877 748 7964! We will change your rates within 72h of your application (if you have the required loyalty points collected)!
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Yes!
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No! Every new account starts from the same zero status level (0 talk time minutes = 0 loyalty points)
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If you consider your loyalty points as incorrect, please do send us an e-mail at loyalty@hermesphone.com! We will investigate your case and you will receive a reply from us within 72h how the problem was solved! We highly appreciate your feedback, which helps us improve!
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You cannot benefit from all discounts at a time! However you will benefit from the higher discount. If your ISIC card/ student discount gives you better rates than your loyalty one, you will benefit from the ISIC card/ student discount only. If the loyalty discount is higher you will benefit this one only! Remember: Your student discount is granted for a certain period of time (e.g. until the validity of your ISIC card). Please make sure to apply for the loyalty status discount as soon as your student discount expires! Otherwise you will be automatically switched at the standard (no discount) rates and you will not benefit from the loyalty status discounts for the period between the expiration of your student’s ISIC card and the time you apply as a loyal client.
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Account Summary
Recharge
Phone Book
My Profile
Statistics
Statements
Tell A Friend
Loyalty Status

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