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How do I open a new account?
Go to the Account Center SIGN UP page and enter all your information. When you complete the online application, and purchase minutes, you will receive your new PIN.
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What if I forget or lose my PIN?
If you forget or lose your PIN number, you must call Customer Service at 866-599-6078. This is a toll free number and you do not need a PIN or minutes in your account to make this call. A Customer Service representative will verify account information and provide your PIN.
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What if I forget my password?
Go to the Account Center LOG IN page and select the Forgot My Password quick link. You will be prompted to enter your PIN number. The system will only email your password to the email account of record in our system. Please ensure you are checking the correct email account for the message.
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How do I change my password?
To change your password, you must call Customer Service at 866-599-6078. This is a toll free number and you do not need a PIN or minutes in your account to make this call.
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Why do I need to answer a Security Question?
This is used in the event you cannot access your email account, or you have to call with a charge dispute. The security question is used as an additional step to ensure the security of your account.
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What if my PIN number is compromised or is being used by someone else?
Immediately contact SPAWAR Customer Service at 866-599-6078 and request a new PIN number.
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Why is my account locked?
The system will lock your account for 45 minutes after 3 failed login attempts. Please wait and try to log in later or contact SPAWAR Customer Service at 866-599-6078
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Why are you unable to access my account at this time?
If you tried to login to your account and received this error — We are unable to access your account at this time— your account may be one of the old calling card accounts that expired because the SPAWAR MWR Network service provider changed. If you have a remaining balance, or would like information about your call history, please call Customer Service at 866-599-6078.
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How do I use the Warfighter Calling Cards service?
To use the Warfighter calling cards service from any SPAWAR IP phone, you simply dial 1+ area code + the number you are calling, wait for the prompt, then enter your 10 digit Personal Identification Number (PIN). The system will announce your account balance and complete the call.
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Can I buy minutes for someone else?
You can purchase a new calling card and give it to someone else. After you open a new account you will receive the 10 digit Calling Card PIN. The PIN will appear on your screen and it will also be emailed to you. If you give that PIN to someone else they will be able to use it to make phone calls. If you give them the password they will be able to access the account on the website and see the call history and account balance. They will also be able to recharge the account using the credit card on record.
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Can I purchase a group of calling cards?
If you would like to purchase a group of calling cards, please contact us via email or by using the Feedback Form and we will send you a Bulk Purchase Order Form. After we process the order you will be provided with a list of PINs which you may distribute. The recipients of these PINs can recharge them by registering the account here. They will be asked to setup a password and provide account information, including the credit card they would like to use.
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Does SPAWAR offer directory assistance or operator assisted dialing if I do not know the number I am calling?
No. Due to the complexities of IP-based calling, and in order to keep the rates extremely low, SPAWAR does not offer operator services. SPAWAR recommends that you use http://www.superpages.com for your general number lookups.
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How do I view the amount of money I have on my account?
Go to the Account Center LOG IN page, put in your PIN and password, and you will have access to your balance and phone calls.
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Can I setup my account to automatically recharge?
When your account goes below a certain balance it can be automatically recharged using the credit card on file. You pick the threshold ($5.00 minimum) and then set the recharge amount - $5.00, $10.00, $25.00, $50.00, $100.00, or $250.00. To activate Auto Recharge, log in to your account and choose Recharge Your PIN or Preferences. Look for the checkbox that says "When my balance drops below..." You may also call Customer Service at 866-599-6078.
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How do I add credit to my account?
Go to the Account Center LOG IN page and put in your PIN and password. From the account management page you can buy additional time on your calling card account by clicking Recharge Your PIN.
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How do I recharge a PIN I received for free?
If you received a PIN for free and would like to recharge it, please go here to register your PIN. You will be asked to setup a password and provide account information, including the credit card you would like to use.
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Are my unused minutes refundable if I do not use them up before I return home?
Unused minutes are not refundable, but SPAWAR does offer a domestic toll-free number 866-573-4546 that can be used for the remainder of your minutes. Please note that a 2 cents per minute surcharge will be added to the rates shown in the Rate Table when using the domestic calling card access number. This domestic toll-free number is also available on the Customer Service page.
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What are the current long distance rates?
From the SPAWAR Internet Cafes continental United States (CONUS) long distance and most areas in Germany are billed at 4 cents per minute. Mobile phones in Germany and all other International long distance rates vary based upon market conditions, and may be viewed at the Long Distance Rates page.
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How much do calls to the US cost?
All calls to the US are billed at 4 cents per minute from SPAWAR Internet Cafes.
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Why does it say my PIN has expired?
Your SPAWAR MWR Network service provider has changed. Old calling card accounts created before December 1, 2007 and Afghanistan accounts created between December 1, 2007 and January 31, 2008 have expired. If your old account had a remaining balance you wish to use, please call Customer Service at 866-599-6078.
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I had a problem processing my credit card. What should I do?
If you received an error message about a problem processing your credit card, please call Customer Service at 866-599-6078. This is a toll free number and you do not need a PIN or minutes in your account to make this call. Customer Service will take your credit card information over the phone and help you complete the transaction.
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What if my PIN does not work, even though my account shows sufficient credit?
Please email or call Customer Service at 866-599-6078. This is a toll free number and you do not need a PIN or minutes in your account to make this call.
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How do I dial International calls?
Simply dial 011 + country code + destination local number, wait for the prompt, and enter your 10-digit PIN number.
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I just received an email from SPAWAR Customer Service asking for my credit card number or PIN & password. What should I do?
SPAWAR support will NEVER contact you first and ask for this information, but they will reply to your message. If you previously sent an email or feedback message to the SPAWAR support team, they may need additional information to locate your account or verify your identity.
There is a common Internet scam called PHISHING, in which someone sends out an email masquerading as legitimate support staff. In no circumstances should you ever give out your credit card number unless you need to call SPAWAR at the contact numbers listed at the Customer Service page, and even then you will generally only be asked for the last 4 digits of your credit card number as validation.
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How do I request credit for a call?
You must call Customer Service at 866-599-6078 (this is a free call) and request a credit.
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I purchased a calling card, and only $5.00 is added to my account. What happened?
For the first 24 hours following your PIN purchase, while your credit card information is being validated, only $5.00 of your minutes will be available. Once your credit card is validated all your minutes will be available and your account will be accessible via the SPAWAR Account Center.
If the remaining money is not credited to your account within a few days, please contact SPAWAR Customer Service toll-free at 866-599-6078.
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I still have extra minutes available on my PIN. Can I use my minutes from US?
SPAWAR does offer a domestic toll-free number 866-573-4546 that can be used from any phone connected to a public telephone network in the US. Please note that a 2 cents per minute surcharge will be added to the rates shown in the Rate Table. This domestic toll free number is also available on the Customer Service page.
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When are my minutes available?
The credit card processing usually completes within 24 hours. Occasionally this may take a while longer. If issues occur during credit card processing you will initially be credited with $5.00 and then the remainder within 1-2 days.
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How can I change the credit card on my account?
You can change your credit card information by calling Customer Service at 866-599-6078. You may also login to your account and click the "Preferences" link which will take you to the "Update Personal Information" page.
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All phones are down at our site. What do I do?
Immediately contact SPAWAR Site Support at 866-523-4561 (toll free). This information is also listed on the Customer Service page.
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