ISIConnect >> FAQs

Activation Instructions | Service Details | FAQ'S | User Guide | Login

>>> 24-Hour Customer Service

fontCustomer Service is available 24 hours a day, 7 days a week .
Contact Customer Service using the ISIConnect phone service. Call the Toll-free Access Number for the country you are in, then press 0. An up-to-date list of Access Numbers is included online at www.isic.org.
Email inquires may be sent to ISIConnect @ekit.com

>>> Account Balance

2.Can I get my account balance before or after each call?

Yes. You can get up-to-date account information online by logging into the ISIConnect web site and checking your homepage.

Account information is also available from the ISIConnect phone service. Select 4 from the Main Menu for Account Maintenance, then 4 to get current account balance information .

>>> Telephone Rates

3.How much does it cost to make a call ?

Calling rates can be calculated online at www.isic.org => ISIConnect => Low Cost Calls => Cost Calculator or directly

4.When do I begin to pay for a call?

ISIConnect offers a variety of free and paid communication and information services. All of the following services incur charges.

Service
Billing begins

Making calls
When call is connected.

Operator assisted calls
Charged approximately US$ 2 per minute

Listening to voicemail over the phone
When you press 1 for the "Listening to Messages" menu

Listening to email over the phone
When you press 1 for the "Listening to Messages" menu

Sending documents to Travel Safe
Sending documents into the Travel Safe is Free

Retrieving documents from Travel Safe
When the destination fax machine answers

Sending faxes from one fax machine to another
When the destination fax machine answers

Sending faxes from the web site to a fax machine
When the destination fax machine answers

>>> Credit Cards

5.What credit cards can be used to pay for ISIConnect services?

Visa, Mastercard (Eurocard) and American Express.

6 .Can family or friends activate or re-charge my ISIConnect account?

Yes. Anyone with a valid credit card can activate or re-charge an ISIConnect account. The person with the credit card simply telephones the local Toll-free Access Number and selects 0 to speak to an ISIConnect Customer Service Representative. You will be asked for your 12-digit ISIC number to activate or recharge the account.

>>> Re-Charging an Account

7.How do I re-charge my ISIConnect account?

An account can be re-charged with a credit card:
- via the ISIConnect Phone Service
step 1. Call the Toll-free Access Number for the country you are in, then press *.
step 2. Select 4 for Account Maintenance.
step 3. Select 5 to re-charge your account .

- via the Web Site
step 1. Login to ISIConnect from www.isic.org .
step 2. Select Charge your account from the left-hand navigation bar.

>>> Automatic Re-Charge

An ISIConnect account can be set up to have automatic recharge each time it runs below a minimum account balance level.
To set up auto-recharge :
step 1. Call a Customer Service Representative by dialling the Access Number for the country you are in.
step 2. Ask to set up Auto-recharge. You will need to provide your ISIConnect account number, PIN, identification answer and credit card details.

>>> Toll-free Access Numbers

8.Where can I find an up-to-date list of Toll-free Access Numbers?

An up-to-date list of ISIConnect Toll-free Access Numbers is available online at: www.isic.org => Low Cost Calls => Access Numbers or directly

9. Can I use ISIConnect services if the country I am visiting does not have an Access Number?

ISIConnect services are available anywhere in the world by calling 24-hour Customer Service at +1 213 927 1010. International call rates apply.

>>> Fax Messaging

10. How do I get a fax that has been sent to me or that I stored in Travel Safe ?
- Faxes can be received by using ISIConnect mailbox services from any fax machine equipped with an attached handset.
- Faxes can be retrieved through your ISIConnect Message Center.

>>> Email

11. Do I need a special code to access my ISIConnect email account?

To access ISIConnect email services, login to the ISIConnect web site with your account number and PIN, then select "Message Center"

12.If I do not have an ISIConnect email address can I still get voice and fax messages?

No. You will not be able to receive email, fax or voice mail messages from any other account than your ISIConnect email account. You can set your ISIConnect email account to automatically forward messages to your existing account.

>>> PIN (Personal Identification Number)

13.What is a PIN?

A PIN is a unique 4-digit number that is used in conjunction with the 12-digit ISIC number to access ISIConnect services. You select a PIN when you activate your account.

14.How do I change my PIN?

- via the ISIConnect Phone Service
step 1. Call the Toll-free Access Number for the country you are in
step 2. Press 4 for Account Maintenance
step 3. Press 3 to change your PIN
- via the Web Site
step 1. Login to ISIConnect from www.isic.org.
step 2. Select Manage your account from the left-hand navigation bar.

15.What if I lose or forget my PIN?

Contact a 24-hour Customer Service Representative by either:
- Calling the Toll-free Access Number for the country you are in, then press 0 . Ask the Customer Service Representative to set up a new PIN.
- Emailing isiconnect@ekit.com and requesting that a new PIN be set up for you . You will need to provide your identification answer and a new PIN.