FAQs

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What is Wantok Voice?

Wantok Voice is a brand new Voice service being offered by Wantok. You can make and receive calls to any fixed or mobile phone number in the world from your very own Wantok phone number, all you need is an internet connection, or a compatible 4G handset.

How Does It Work?

It uses a technology called VoIP (Voice over Internet Protocol) which works similar to Skype; except that you will have an actual Vanuatu phone number, meaning unlike Skype, people can call you from their mobile or fixed number (or by using Skype credit)

How does the WanTok Voice App work?

WanTok Voice works just like your traditional landline service, but at a fraction of the cost. It connects to a VoIP/SIP server via the Internet, allowing you to access the application from any 3G/4G or broadband connected location. But remember that you must have signed-up for a Wantok Voice number to use this app.

What do I need to start using Wantok Voice?

A Wantok phone number (SIM card optional, but not required). These are similar to Digicel and TVL numbers, except they start with “900”.

Wantok Voice will work with any smartphone running Android or iOS, laptop, tablet or PC with WiFi or internet connectivity. It will also work with any 4G/LTE handset compatible with the Wantok 4G network (2300MHz TD-LTE). We have created our own app for those who don’t have a 4G compatible phone, this is available through Google Play store, and Windows and Macintosh versions can be downloaded from the Wantok website.

Do I need to buy a new phone?

So long as you have a smartphone, No! But if you want a Wantok SIM, you will need a 4G phone that is compatible with Wantok’s LTE Frequency – which is 2300MHz.

What features does the app contain?

Wantok Voice App give you the ability to:

  • Make cheap international calls
  • Avoid high roaming charges when overseas
  • Send free Instant Messages to other Wantok Voice users (including photos, files, and other attachments)

How do I check which version of the app I am using?

You can check the version of the App by going to Settings > About. The About screen will show the version of the app.

Can I use the WanTok Voice app without registering a WanTok number?

No. Registration is necessary to enjoy app features. WanTok Voice will not work without registration, therefore users must sign-up for a WanTok number before using the app.

How do I set up the WanTok Voice app?

The mobile app is available for Android devices on Google Play store and for Windows PC and Macintosh via a download link on the WanTok website. iOS version for Apple devices will be available in mid-February 2017.

How do I log into the WanTok Voice app?

After the application has been installed on your phone; use your account credentials (username and password) to sign-in via the “Account” screen.

What if I forgot my password?

To reset your WanTok App password, please contact us on 29 833, or email us at info@wantok.vu or visit a WanTok office. WanTok will require you to prove your identity before resetting your password.

Is the WanTok Voice app secure?

WanTok Voice utilizes state-of-the-art encryption techniques to help ensure security. However, it is important to note that mobile devices and computers do offer you the ability to store your login data for apps installed on the device. If you store your login data, any individual who has access to your device can potentially access your account.

What security measures can I take to protect my information on the WanTok Voice app?

The steps you can take to ensure your information is secure include:

  • Password-protect your mobile device
  • Disable the Password Save or Auto Complete function in your device, if applicable
  • Keep your Username, Password confidential and do not share your credentials with anyone.

Do I need a Wantok internet connection to use it?

You can use Wantok Voice on ANY broadband internet connection.

Will it work overseas?

Yes, if your device has internet access while overseas you can still make and receive calls using your Wantok number. Best of all, no roaming charges will apply!

How much do calls cost?

Wantok Voice has the cheapest call rates in Vanuatu. Calls to overseas numbers cost are as low as 12VT per minute. Visit the Prepaid Voice Rates and Postpaid Plans pages on our website for more details. And don’t forget to check our Current Promotions page to stay up to date on discounts and offers.

How do I recharge my prepaid WanTok Voice account?

You can add credit to your prepaid balance several ways. You can purchase a recharge card at any WanTok office, or at retailers displaying the WanTok Voice logo in their window. More retailers will be added to the network as time goes by. Online purchase of recharge via PayPal will also be available in the coming weeks.

How do I pay for it?

You can pay by cash or cheque in any Wantok office or shop.

Can I call TVL or Digicel numbers or emergency short-codes?

Not yet, but this will be available soon!

Is it prepaid or post-paid?

Both, we have post-paid plans to suit every budget, however if you don’t want to commit, we have several prepaid options too.

Do I have to sign a contract? If so how long for?

For our post-paid plans we have no minimum commitment. However you will be required to pay a security deposit when your account is set-up.

How do I check my remaining balance using the app?

In the app, just go to “Settings” menu and select “User Details”.

What is the validity period for prepaid credit?

Prepaid credit will be valid for 6 months

What plans are available?

Wantok Voice is available as either a prepaid service or on one of our post-paid plans. Post-paid plans require a security bond equal to the monthly subscription fee to be paid before the service is activated. More information can be found on the Post-paid Plans page of our website

Do I get a discount if I am an existing Wantok Broadband customer?

Yes! WanTok internet customers receive special rates on prepaid plans, check out the Prepaid Voice Rates page of our website for further details.

Can I speak to my family that live overseas? (International calls)

Of course! And if they also have a WanTok number, the call costs are even lower as it is charged at the WanTok to WanTok call rate, no matter where they are in the world!

 

Does it cost anything to get the WanTok Voice app?

No, the app is completely free to download and install

Is my device supported? Will it work on any network/internet connection?

Our WanTok Mobile App supports latest version of iOS and Android phones. The app supports the following platforms:

  • iOS 9 or 9.1 (iPhone, iPod touch, and/or iPad – from mid-February 2017)
  • Android 4.4.4 or higher

You can install Wantok Voice on any 3G/4G mobile supported Android (mobile phones and tablets), iOS (iPhone, iPad, iPod) devices.

How do I get the app for my phone?

Simply search for “WanTok Voice” in Google Play Store for Android versions, or download the Windows and Macintosh versions from our website. The iOS app for iphone and ipad will be released in February 2017.

How do I know I am downloading the real WanTok Voice app?

It is always recommended to download mobile apps from reputable sources. Make sure WanTok is listed as the app publisher in the app store for your particular device.

The application won’t install on my device, what is the problem?

If you are using a device that is deployed on a corporate network, there may be restrictions or policies that prevent you from installing applications. If your device is not deployed on a corporate network and you still have trouble installing the app from the app stores, please ensure that:

  • Your device meets the minimum requirements found in the store description.
  • You have allowed installation of Apps from unknown sources

You can follow the steps given below:

  • Go to security & screen lock settings from main settings menu.
  • Scroll down and make sure “Unknown Sources” checkbox is ticked under “Device Administrators” section.

The above should allow the app to be installed on your device. If the problem still exists, then please contact us at +678 29 833 or send an email to info@wantok.vu for assistance or bring your device to one of our outlets.

Which operating systems support the WanTok Voice app?

Our WanTok Mobile App supports latest version of iOS and Android. The app supports the following platforms:

  • iOS 9 or 9.1 (iPhone, iPod touch, and/or iPad – from mid-February 2017
  • Android 4.4.4 or higher

While searching app in Apple Store or Google Play; if you aren’t able to locate WanTok then this probably means your Operating System is not supported.

Which language does the WanTok app support?

WanTok Voice supports English language only.

Does the WanTok Voice app support multiple accounts/phone numbers?

No. WanTok Voice app doesn’t support multiple accounts against a single WanTok app.

I can’t get into my account. What’s going on?

If you have made multiple attempts to log on and you are denied access, your account may have been locked for security reasons or there may have been some other problems with the device or there may have been unstable internet connection. If the problem still persists, please contact us at +678 29 833 or send an email to info@wantok.vu regarding the issue. Or visit one of our offices.

I downloaded the WanTok Voice app and it isn’t working, what do I do?

Again please make sure that you:

  • Must have downloaded the WanTok app from original sources like Google Play or Apple Store.
  • Must have met the required operating system requirements
  • Must have a stable broadband internet connection.
  • Must have an updated software system.

If the problem still exists, then please contact us at +678 29 833 or send an email to info@wantok.vu for assistance.

Why should I update my Mobile App when prompted?

WanTok will continue to update the App for enhancements and performance improvements to make your experience better. You may receive notifications asking you to update your app, or you can check the app store for notifications about version updates. If an update is available, follow the step-by-step instructions to update to the latest version.

Can I set this up on my business lines / IPBX?

Yes! You can even keep your existing numbers so you don’t have to bear the cost of re printing all of your posters, business cards and billboards

Who can use it and where?

Customers anywhere in the world can use it so long as they have internet connection. Customers can also be called anywhere in the world, greatly reducing mobile roaming charges. Please note that some mobile operators in other countries block outgoing VoIP calls, this is outside WanTok’s control.

I am not receiving message notifications. Why?

The first thing to do is to make sure you are using the most recent version of the WanTok Voice App. Go to the Google Play or App Store, and check if there is an update available.

For iOS users

Follow these guidelines here:

  • Make sure your device is not in “Do Not Disturb” mode because sometimes, notification sounds and alerts can be blocked by the “Do Not Disturb” settings.

Go to “Settings” on your home screen and select “Do Not Disturb”.

  • Either turn off all options, or make sure that your scheduled “Do not disturb” times are not causing you not to see notifications.
  • Make sure Notifications are turned on in your phone settings

Please note that this process varies a little between versions of iOS.

Go back to “Settings” (from your home screen) and select “Notifications”

  • Scroll down until you see “WanTok Voice App”
  • Make sure that the “Alert Style” is selected

While on that screen, also make sure you turn on all other options.

  • Make sure Notifications are turned on in WanTok app

Android users

There are a number of things to check in Android phone.

First of all check the version of Android phone set. If you a running a version of Android below 4.0.4, you must update through software update. For this purpose, follow these steps:

  • Find and select “Settings” from the applications screen.
  • Select “About Phone”, from the item list.
  • Find the “Android Version”.

To do so, select “Software Update”, and follow the prompts.

If you are running a version of Android newer than 4.0.4, verify that you have notifications enabled.

  • Select “Settings” from your menu.
  • Select “Apps” from the “Settings” menu.
  • Scroll down to find “WanTok” from your applications listing (or use the search function at the top of the screen).
  • Ensure the “Show notifications” tick-box is selected.
  • Check you are not in “Do Not Disturb” mode

Sometimes, notification sounds and alerts can be blocked by the “Do Not Disturb” settings.

  • Select “Settings” from your menu.
  • Select “Sound” from the “Settings” menu.
  • Ensure that “Do not disturb” is off.

If you are still facing problems regarding message notifications, please contact us at +678 29 833 or send an email to info@wantok.vu