Help Center

Once you have opened an account and purchased one of our calling services, you can make a call from:

1. Your regular phone, through our Access Numbers;
2. Your computer, using Web Call;
3. Your smartphone, with our free mobile apps.

Yes, but your caller ID will only show when calling from our KeepCalling app for Android or iOS. You can set your caller ID from the app menu, by pressing More -> Set my Caller ID.

Yes. You can use our free app called KeepCalling to make calls and send SMS with LlamaVenezuela. The app works from iOS and Android devices. Download KeepCalling app from App Store or Google Play, or look for the shortcut in your account with LlamaVenezuela.com. The app works with Bluetooth.
You can also use our Web Call app in your account to make calls from PC to phone.

To place an international call you will have to dial the international country code followed by the city code (if needed) and the destination number.

Yes, you can use the same PIN to make calls to different destinations. Please check our Rates page for the destination your are interested in.

Yes, you can use the service to call to a conference number.

Multiple calls can be made using the same PIN at the same time. You can also initiate conferences & 3-way calling as long as your phone device supports conference calls and you call with our access numbers.

You don't need any special equipment or software to make a call. You can call directly from your mobile, landline, computer, or use our smartphone app. Please visit our How to Call page to see all your calling options.

You can send SMSes from our Web Call application available in My Account or using our free KeepCalling apps (iOS & Android).

The Voice Credit bought can be used from any computer with Internet connection through the Web Call application available in the online account. You don't have to dial any access number or PIN, just the number you wish to call. No download is necessary.

Important Note: Web Call requires a Java plugin, which is no longer supported in Google Chrome or Firefox. Please use Web Call in any other browser, where Java is allowed to run such as Safari, or Internet Explorer.

You start being charged the moment your call is answered. The call duration you are charged for is displayed in your account. This call duration indicator may be different from the call duration displayed on your phone, due to different counting starting points.

Each time you make a call, a prompt will inform you on the number of minutes left in your account. You can always check your remaining balance in your online account.

You can check the call duration in your online account, on the Activity page.

You don't need any special equipment. You just need an Internet connection, speakers, and a microphone in order to use the Web Call application.

Important Note: Web Call requires a Java plugin, which is no longer supported in Google Chrome or Firefox. Please use Web Call in any other browser, where Java is allowed to run such as Safari or Internet Explorer.

If you want to make sure the international calls and SMS will be charged from your LlamaVenezuela account and not by your local provider, we advise you to block all outgoing international calls with your local provider.
This feature or setting has to be done by you or by your local provider.

Also, here are some useful tips on how to place calls easy & safe through your LlamaVenezuela account:

• 1. If possible, always use a Local Access Number and not a Toll Free Access Number which adds a surcharge to the published rate
• 2. If you have free long distance calls included in your local provider package then you can use any Local Access Number in your country
• 3. If you are in a country in which we do not have Access Numbers or you simply prefer to avoid Access Numbers, then you can make your calls from your smartphone using our free app called KeepCalling (Download available from App Store or Google Play).

The payment can be made with Credit Card, Debit Card and PayPal.

Log into your online account, and go to the "Activity" tab. Next, tap on "Orders" and look for the order you're interested in. On the same line, tap on "View" to check your invoice details.

If you need to check older transactions, please hit "More" below your list of orders to have the whole list displayed.

Yes, our products are subject to certain Terms and Conditions. Once you've made a purchase, it means you have agreed to them.

3-D Secure is a global e-commerce solution that enables cardholders to authenticate themselves to their card issuer through the use of a unique personal code/password. When you make a purchase, you may be redirected briefly to your bank/issuer website to enter your 3D-Secure password and when your bank/issuer accepts this, then you are redirected back to our website to complete the purchase. This solution addresses current consumer concerns about the security of online shopping and the high rate of e-commerce fraud and it is designed to take online shopping security and consumer confidence to a new level.
For VISA customers the security check will appear under the name "Verified by VISA". For MASTERCARD customers the security check will appear under the name "MasterCard SecureCode".

This is a 3D-Secure security check directly from your bank/card issuer. When you make a purchase, you may be redirected briefly to your bank/issuer website to enter your 3D-Secure password and when your bank/issuer accepts this, then you are redirected back to our website to complete the purchase. If the bank/issuer is asking you to enroll for 3D secure or enter a password for 3D-Secure and you want to skip this, then you must get in touch with the bank directly.

A “Pending” transaction is any transaction waiting to be processed. On your credit card statement it may appear as a pending debit and this will turn to a full debit as soon as your order changes from “Pending” to “Successful”. If your order does not change to “Successful”, then the pending debit will automatically disappear from your credit card statement. You are only charged for “Successful” orders.

We accept Visa, MasterCard, American Express and Discover for orders on the website. You can also use your PayPal account with us. Please note that American Express cards can be used for USD payments only.

You can purchase any of our products by using both credit and debit cards.

Yes, our website is secure for online transactions. We use reasonable precautions to keep the personal information you disclose both in your browsing and your purchases, and never release this information to third parties.

Your billing address is the address your card was issued to. Please use this as your billing address for orders on the website. We will not send anything by mail to this address.

We offer 100% guarantee. However, our products are subject to Terms and Conditions and we will offer a refund only if the service did not work.

Voice Credit is our prepaid calling service. With Voice Credit, customers can call any destination in the world from any phone or laptop or by using our free app, called KeepCalling, for iOS and Android. Voice Credit can be used both for international calls and SMS, and comes with many free features.

You can activate the Auto Recharge free feature in your account. Once it's ON, your account will be automatically recharged when your balance drops below $5.

Yes, you can make calls to any destination in the world by using Voice Credit. Please check our Rates page for more details.

Your account and Voice Credit will never expire.

You can buy Voice Credit by logging into your account with us. You can also buy Voice credit through our IVR system by dialing one of our Contact numbers.

You will get your PIN by email once you placed your first Voice Credit order. You can also find your PIN in your online account.

The minimum amount of Voice Credit you can buy is $2.

With Voice Credit you can call from more than 35 countries using access numbers, or from anywhere in the world using the free KeepCalling app for iOS or Android. Please check our complete list of access numbers on our How to Call page. You can also make a call from PC to phone with our Web Call app, available in your account.

To check your Thank You Points balance simply log in to your online account and click on My Information.

You can convert your points into Voice Credit as soon as you have accumulated the minimum amount of 1000 points, equivalent to $10 Voice Credit. You can always check how many points you have in your account.

To recommend our service to a friend, please send them your referral code and ask them to use it when opening an account on this website. You can find your referral code in your account, on My Information page. For each friend you recommend you get Thank You points, once he/she opens an account and buys one of our products.

LlamaVenezuela checks the validity of all referral orders. A referral order will be deemed invalid if:

• The new account was created with a second email address of the same person.
• The new account uses the same physical or billing address with one of an existing customer (Roommates or family members in your household will not be eligible).
• A customer already exists in our database according to company criteria.

Your Thank You points will expire if no activity is registered in your account for 6 months (no call or order placed).

Thank You points do not have a direct monetary value. Each Thank You point is equivalent to 1¢ Voice Credit on LlamaVenezuela. The credit allows you to place international phone calls through LlamaVenezuela.

For every purchase, you get Thank You points. For referring a new customer you will receive Thank You points. Once you reach 1000 points you can convert them into $10 free Voice Credit.

No. You need your friend to open an account using the referral code that you send him/her by email in order for you to earn Thank You points. You can find your referral code in your account.
The points will appear in your account after your friend places his/her first order. Please note that your friend has to open the account on the same website that you are using.

No, Thank You points will not be awarded in such cases.

No, you will not receive Thank You points for an order for which you've already used a discount or a bonus coupon.
Also, you will not receive Thank You points for telling your friends about us if they already used a coupon or they received a discount for their first order.

You can check your Thank You points in your account, on My Information page.

We offer a lot of free features that will improve your calling experience:

• Pinless Dialing allows you to skip entering your PIN and makes calling quicker and easier.
• Speed Dial allows you to reach the destination number by just dialing 1 digit on your keypad.
• Star Rating gives you the opportunity to rate each call you make which will influence strategic changes in your connection.
• Auto Recharge allows you to have more control over your balance and ensure that you'll never run out of credit.
• Voice Prompts enables you to connect to your destination number faster by skipping the balance and minutes prompts when calling via an access number.
• Web Call allows you to call or SMS directly from your PC.
• KeepCalling Apps (iOS & Android) are free to download, easy to use and provide both calling & SMS options.

An access number is the number you dial in order to access our service and use the Voice Credit available on your PIN. By dialing the access number you will not be charged for the international call by your provider. Whether a local or toll free, an access number is useful when you want to call and have no Internet connection.

Please check the access number list before you buy Voice Credit.

If you have free long-distance service with your local provider then you can call any of our local access numbers in your country. Otherwise, simply choose a local access number within your city or area code.

Verify with your local phone provider what is the cost (if any) to call a particular local access number. We advise you to block all outgoing international calls with your local provider. This way you can be certain that all your international calls will be charged from your account with us and not by your local provider.

If you can't find any local access number in your area, you can always use a toll free. Please note there are certain charges applied when using a toll free as displayed below the toll free numbers section.

A toll free access number (or Freephone number in the UK) is a special telephone number you dial in order to access our service and make international calls. By using a toll free you will not be charged for the call by your telephone provider. Please check our How to Call page or click here for more information on toll free numbers.

A local access number is the number you need to call in order to use your PIN credit. The local access number is in close proximity to you, usually with the same or close prefix as your phone. Please verify with your telephone provider what would the cost be to dial our local access numbers.

Our best rates are available with our local access numbers, our free iOS and Android apps. Please check our list of Access Numbers or download any of our apps from App Store or Google Play. If you choose to dial a toll free number the rate per minute will increase.

Yes, our service can be accessed from a payphone by using the local access number in your area. Also, the service is available from a payphone by using a toll free as well, still you'll have to check our How to Call page for a complete list of toll frees and fees associated with them.

No, you can skip dialing the PIN by activating PINless Dialing feature in your account.

Yes, using our free Speed Dial feature you can initiate a call by pressing one digit only instead of entering the whole destination number. Our system will dial the number you have assigned to that digit.
To set up this free feature, please go to My Account. Click on Speed Dial, choose a digit and add the full destination number (in international format).

You can skip hearing the voice prompts that announce your PIN balance & minutes by setting Voice Prompts OFF. Simply log in to My Account, click on Voice Prompts, set status “Off” and click on Save.

Through our free Star Rating feature, we provide you with the opportunity to influence strategic changes in your connection by rating the quality of your calls. Simply log in to your account and go to Activity. Rate the quality of your calls using more stars for good quality, and less for average call quality.

No. Thank You points cannot be transferred to other accounts.

To set up this free feature, please log in to My Account. Click on PINless Dialing, add the number you call from (in international format) and click "Add".

You can store as many numbers as you want for PINless.

To set up this free feature, please go to My Account. Click on Speed Dial, choose a digit and add the full destination number (in international format).

To set up this free feature, please log in to your account. Click on Auto Recharge, set its status to "On", select the amount with which you want your balance to be recharged, and click "Save". Make sure you have a payment method (card or PayPal account) saved in your account.

To cancel Auto Recharge, please log in to your account, click on Auto Recharge, set its status to “Off”, and click "Save".

PINless will not work if your caller ID is blocked or if your phone is set on “private.” Also, make sure you do not have a duplicate account on which the same number may be saved.

You can check all our Mobile Recharge promotions on our Mobile Recharge page, by selecting the operator of the number you want to recharge.

Mobile Recharge is a service that allows you to send credit to any mobile phone in the world. It is fast, simple and reliable!

To recharge a mobile abroad, first you need to open a free account on this website.

Then, follow these simple steps:

1. go to the online ordering form
2. choose the country where you send the recharge and the operator of the mobile you want to recharge
3. proceed to payment
4. check the recharge status in the Activity - Orders section of your account.

We do not impose any expiration date on the Mobile Recharge that you send and normally the mobile operator of the phone you are recharging will not impose any either. We advise you check such details with your mobile operator.

The Mobile Recharge credit is normally received immediately after a successful purchase.
However, on rare occasions, if the mobile operator of the prepaid number you selected to recharge is experiencing delays, then the Mobile Recharge could take up to 12 hours.

Note that the operator will not always send an SMS to the recipient to advise of the top up and so if, after 12 hours the Mobile Recharge has not been received, then the recipient should get in touch directly with the mobile operator directly to confirm their balance.
The contact information for the operator is listed on the invoice, available in your account. Alternatively, you can let us know after 24 hours, so that we can contact the operator for you.

A local tax is tax assessed and levied by a local entity or authority such as a state, county, municipality, or a local operator in this case. Local taxes differ according to the the country airtime is sent to. They may cover one, several or all of the taxes below: local operator's fees, VAT, specific municipality taxes, or national taxes in the destination country. The local taxes are not under the control of . The processing fee is what adds to the order value to cover for international transaction costs. The service processing fee will be displayed in the checkout, which is the last step in the purchase process.

If the bonus was not received, you or the beneficiary should get in touch with the mobile operator directly. The contact information is available on your invoice with us. Alternatively, you can let us know after 24 hours, so that we can contact the operator for you.

The promotions that we display on our website are run solely by the local mobile operators, who are fully responsible for awarding the bonuses. We also display their Terms and Conditions associated with a specific promotion.

In many countries, the government charges a local sales tax on Mobile Recharges. It is the same tax that consumers would have to pay if they bought a Mobile Recharge in store, in that particular country. Also note that mobile operators in several countries reserve the right to impose fees on mobile recharges without prior notice.

You must check if the mobile you wish to recharge is a prepaid number and allows prepaid recharges. After this, please make sure you have the correct number and mobile operator selected.

The Mobile Recharge is processed once you receive the invoice with the status “Successful.” This means that the amount was sent to the mobile operator. It may take up to 24 hours for the mobile operator to update the credit to the prepaid number you selected. You can always check the status of your orders in your account.

For Mobile Recharge you will be charged a processing fee of minimum $1, depending on the amount you are recharging. You can see the exact processing fee amount on your checkout order summary before completing the purchase.

Unfortunately, we cannot retrieve recharges that were sent to the wrong number or operator. These transactions are considered complete and we cannot retrieve or refund them since a successful online payment leads to immediate credit availability on the recharged mobile. Please carefully check and double-check the number you enter.

We can help you top up a mobile online, but the way the credit is being used depends on the local provider. You may want to check if the mobile operator has any plans or Internet packages advertised on our website.

The rates that apply to calls made by the mobile number you recharge will be the ones established by the local mobile provider. Please check this information with that mobile provider.

LlamaVenezuela.com may have special offers for different mobile operators. Please check the Terms and Conditions displayed on the Mobile Recharge page to make sure you know all the details of an ongoing promotion.

The “Failed” status can result if the mobile operator in that country is experiencing a technical outage. In this case we will attempt to send the recharge to that operator over the following 12 hours during which time the mobile operator will most likely have recovered and be able to accept the recharge. The status will then charge to “Successful”.

The “Failed” status can also result for: incorrect mobile number, incorrect operator-number combination entered, post-paid instead of prepaid mobile number entered, mobile number is not yet activated etc. Please recheck the information you entered to make sure all information is valid.

If a “Failed” status changes to “Successful” then you will be changed accordingly. If after 72 hours, the status remains on “Failed” and you have not requested an inquiry, then our system will automatically cancel the transaction and you will not be charged. You can always check the status of your orders in your account Activity.

There is no maximum order limit for the number of orders a client can place.

Still, some local operators may set a limit to the top up amount that a number can be recharged per week or month.

No, unfortunately, the customers can use only the main Cubacel balance to buy the 3G plans.

Yes, the credit you send to Cuba can be used for purchasing 3G plans. Just remember that during Cubacel promotions, only the main balance can be used for buying such plans.

Yes. You can send SMS by using our Web SMS application in your account. Or you can send SMS directly from your iOS or Android device with our free KeepCalling app. Please check the list of countries where an SMS can be sent.

You will be able to check the SMS history for the last 30 days in your online account. If the status of an SMS is “failed” this means that it was not sent and you will not be charged for it. If the status shows “pending” it means that the mobile subscriber is out of the connection area or the mobile is switched off. The message will be sent as soon as the mobile subscriber has the cell phone turned on or is in the connection area.

In order to change the card saved in your account for a recurring payment, you need to:

• Save a new card in your account My Information section (Payment Methods >> Add a new card);
• Go to My Account, choose the product for which you want to replace the card, and select the new card from the dropdown.

Log in to your account, click on "My Information" tab and then "Add a new card" under "Payment Method."

You can buy Voice Credit by opening an account, selecting the desired amount and then adding the payment details. You can use any of the major credit/debit cards or PayPal.

For buying a Mobile Recharge you will be charged a small processing fee depending on the value you wish to buy. The exact amount will appear on the checkout page before you make payment. This processing fee reflects multiple international payments we need to cover in order for you to be able to make the fast and secure online top ups.

Declines can happen for a variety of reasons, the most common of which are: insufficient funds, incorrect card information, expired or canceled card, and the impossibility of making online payments with that specific card. In some rare cases there may be a communication error or a technical problem, so we recommend that you try again later. If your payment still doesn't go through, please contact your bank for more information.

The processing fee is a percentage-based fee that's charged on every transaction. It reflects several international transactions we need to cover to make possible your fast and secure online top ups. The value is of minimum $1, depending on the amount you are recharging. You can see the exact processing fee amount on your checkout order summary before completing the purchase.

The processing fee is a percentage-based fee that's charged on every transaction. It reflects several international transactions we need to cover to make possible your fast and secure online top ups. The value is of minimum $1, depending on the amount you are recharging. You can see the exact processing fee amount on your checkout order summary before completing the purchase.

The service is prepaid: you buy the minutes in advance and we round up your calls by 1 full minute.

Yes, every person who wants to use our services has to open an account with LlamaVenezuela.

Only by opening an account on LlamaVenezuela, will you be able to use our service. You will also gain access to all the free features we offer: PINless dialing, online orders and call history, Speed Dial, Voice Prompts, Star Rating, and Auto Recharge, as well as our free apps for PC and smartphones.

Coupon codes allow you to get bonuses or discounts when you buy one of our products. We may send you coupon codes when we have a promotion.

Yes, you will receive an invoice for the purchased service, by email. All invoices are available in your online account.

Yes, you can pay with any of the major cards, even if they have been issued outside the US. Please check the payment methods. One exception only: American Express cards can be used only for USD payments.

No, but we accept all major cards and PayPal. Please check our payment options at the bottom of the page.

No, there is no limit on the maximum number of orders you can place.

No, the service can only be bought online, on this website.

If your billing address has recently changed, go to My Information page, click Edit, delete the old address and add the new one.

You may use up to five different credit or debit cards in your account.

Yes, you can buy Voice Credit online or over the phone through our IVR system. If you buy through the IVR system, you need to know your PIN and the credit/debit card information in order to make the payment. Please find these details in your account.

To buy the service, you must agree to our Terms and Conditions. This will be considered your consent for buying the products.

Yes, we run a complex reselling program. If you are interested in reselling our products, both online and offline, please contact us, and one of our representatives will get back to you.

On the login page click Forgot password, enter the email registered in your account and click Retrieve. You will receive a link in your email inbox. Click the link to change your password. If you cannot remember the email address registered in your account, please contact us.

Log in to your account with your email and password, go to "My Information," click "Change" to edit your Personal Details and then click Save.

The PIN is a unique 10-digit number you receive when you first buy Voice Credit. This is a permanent PIN number and remains the same when you recharge your account. You can skip entering your PIN by activating the free PINless Dialing feature in your account.

The PIN is a unique number randomly generated for your account. Unfortunately, you can not choose or change your PIN. Each account has one unique PIN.

To log in, please use your email and password registered on this website when opening your account. If you can't remember your password, please click on Forgot Password to reset it. Alternatively, you can log in using one of your social media accounts (Facebook, Google, etc) if the email registered in that account is the same one you use in your LlamaVenezuela account.

To change your password log in to your account, click on My Information, edit your password and click Save.

You can check your call records for the last 30 days in your account. Just log in and go to Activity to view the details.

You can check your orders by logging in to your account on our website.

You can check your SMS records for the last 30 days in your account. Simply log in and go to Activity to view the details.

You will receive updates about promotions and coupons by email, if you are subscribed to our Newsletter.

Download for free our KeepCalling app from Google Play or App Store. To use the app, log in with the email and password registered on LlamaVenezuela.com. Then you can start calling using your phone Contacts. Remember, they need to be saved in international dialing format. The app also works with Bluetooth.

The rate is the same as for a regular call. Please check our Rates page for more details. Plus, by calling from our free KeepCalling app you save all extra charges that apply when calling through an access number (local operator costs when using a local access number, or toll free number charges).

KeepCalling app can be downloaded for FREE. Once you download it you start making low cost international calls or send SMS directly from an Android or iOS device.

The free application is compatible with the iOS system (for iPhone, iPad and iPod Touch) and with any Android device. It also works with any Bluetooth device.

You can use our free KeepCalling app from an iPhone, iPad or iPod Touch, or from any Android device. Internet connection to a WiFi, 3G or 4G network is required. The quality of your calls will depend on the quality of your Internet connection. The app can also be used with a Bluetooth device.

KeepCalling, our free app for iOS and Android can be downloaded from App Store and Google Play.

Yes. You can use any of our free KeepCalling apps (for iOS or Android) not only to make calls but also to send SMS. The option is available in the main menu of the app. Add a contact from your list of Contacts before writing the SMS. Remember, the contact's number needs to be saved in the international dialling format.

You can deactivate the free app by deleting it from your iOS or Android device.

Yes, it is.

No. You can use your phone contacts or the Speed Dial feature. When using your phone Contacts to make a call or send an SMS, please make sure the phone number is saved in the international dialing format.

Yes. It supports international calls over both 3G/4G and WiFi.

When enabling KeepCalling app for 3G/4G, please make sure you check existing costs with your local provider in order to prevent unexpected charges.

You can download our free KeepCalling app for iOS from App Store, and for Android from Google Play. You can also use the shortcuts available in your account.

Our website offers high connection quality at the best rates on the market. You get:

• No hidden fees
• free features to place your calls easier
• 1 minute rounding
• 100% Quality Guarantee
• free apps for iOS and Android.

At LlamaVenezuela we offer the best quality for the best rates. We route the calls through different selected carriers for each destination, to ensure good connection. You can also star rate the quality of your calls and this way influence strategic changes in your connection.

Our business is registered in Atlanta, GA, USA and we have offices in USA, South America and Europe.

We use the latest technologies and the best routing methods to make sure your calls get connected. We also use VoIP.

Our mailing address is available on our Support page. Please find it there.

Our company was launched in 2002. Since then we have been offering our services to hundreds of thousands of customers worldwide.

NO, there are no hidden fees or other costs when calling through a local access number, or using our Web Call or smartphone apps.

No matter where you call from, our rates stay the same. This is true for calls using one of our local access numbers, Web Call or our free KeepCalling app for iOS or Android. For calls using toll free numbers, the cost will be different. Please check the rates for calls using a toll free number on our How to Call page.

Usually, the rates are different for calling cell phones and landlines. Please check our Rates page for the country you're interested to call.

Please check the rate for the number you want to call on the Rates page. You may enter the country or the destination number to find out the specific calling rate.

Our rates remain the same throughout day and night.

The rate for sending an SMS is displayed on our Rates page. Please enter the destination number or the country you want to send an SMS to in order to find out the rate.