IMPORTANT: Vonage Mobile will be discontinued on February 28, 2020. To avoid losing any existing call credits, they must be used before the discontinued date as no refunds are issued. Thank you for your business. It has been an honor to serve you.
The FAQs in this article address the most common questions asked about the Vonage Mobile app, which lets you talk and chat with other Vonage Mobile users worldwide for free*. You can also place low cost international calls to than 200+ countries by purchasing "talk time". For details on how to set up and use, see Vonage Mobile® App (for Apple and Android) .
Have Vonage Home Service? Download the Extensions® App and take your Vonage home phone wherever you go. There is no need to purchase "talk time" and if you place a call that is not included in your Vonage calling plan, the charges are displayed on your bill.
*Inactivity Charge: Vonage Mobile will deduct a per month inactivity charge of $1.00 from your account after six (6) consecutive months of inactivity until the balance reaches zero. At Vonage’s sole discretion, we will make commercially reasonable efforts to notify you of this fee via SMS message, in-app notification, push notification, or email. You will receive email notification prior to the Inactivity Fee being placed against your account. Once you resume making calls, the Inactivity Fee is no longer assessed.
Why would I use the Vonage Mobile app?
This app offers you the convenience of talking and chatting with other Vonage Mobile users for free anywhere in the world. This includes making video calls, sending video chats, sharing photos, location and more. You can also purchase "talk time" credits to take advantage of talking to non-Vonage Mobile users in over 200 countries for some of the lowest available rates.
NOTE: If you have Vonage service at home, download the Extensions® App and take your Vonage home phone wherever you go. There is no need to purchase "talk time" and any calls not included in your calling plan are listed on your Vonage bill.
How much does it cost to use the app?
Download the app to talk and chat with other Vonage Mobile users for free anywhere in the world. You can also talk to any Vonage customer with home service for free. To talk to non-Vonage Mobile users in over 200 countries for low international rates, you can add "talk time" credits in increments of $4.99, $9.99, $14.99 and $19.99 (up to $50.00).
What features does Vonage Mobile offer?
Do I have to be a Vonage customer to use the app?
No. Vonage Mobile is available to anyone who wants to talk and chat worldwide with other users for free and for anyone who wants to make low cost international calls from any mobile Apple or Android device.
Where can I find support for the Vonage Mobile app?
To obtain support for Vonage Mobile, you have several options:
Can I access details about Vonage Mobile in my Vonage Online Account?
No. Your Online Account does not include details about your Vonage Mobile activity. However, information such as call history, in-app chat messaging, voicemail and your account balance can be accessed within the app.
Is Vonage Mobile a mobile calling plan?
No. The Vonage Mobile app complements your mobile calling plan by providing you with a way to make free calls to other app users or Vonage Home users around the world. Additionally, you can make international calls to 200+ countries for rates lower than what you would pay through your mobile carrier.
Does Vonage offer a mobile phones or mobile service?
No. However, we do offer applications such as Vonage Mobile and Vonage Extensions. Both of these apps allow you to make low cost international calls for rates lower than what you would pay through your mobile carrier.
Do I have to have a mobile plan to use Vonage Mobile?
Yes. Vonage Mobile complements your mobile service/calling plan by offering you an app that enables you to make free calls to other app users or Vonage Home users around world. Additionally, you can make international calls to 200+ countries for rates lower than what you would pay through your mobile carrier.
Why should I use Vonage Mobile if it is not a mobile service plan?
Can I transfer my Vonage Home service to Vonage Mobile?
No. The Vonage Mobile app is separate from your Vonage home phone service. However, if are interested in making low cost international calls and you have an Apple or Android device, this product will work well for you. Remember, you can also extend the value of your Vonage Home service to up to two phones, including mobile phones if you use Vonage Extensions.
Apple 4 and higher (iOS 6 and higher)
iPad (iOS 4.0 and higher)
Apple Watch (iOS 1.0 and higher)
Android Phones (OS 2.1 and higher)
Android Tablet (OS 3.2 and higher)
Android Wear Watch (OS 2.0 and higher)
How do download and set up Vonage Mobile?
Download from the Apple App Store for Apple devices or Marketplace for Android devices and follow the prompts to set up. If you want to link your Vonage Mobile account to up to five other devices, you must download Vonage Mobile on each device and sign in as an existing user using the credentials of the primary account holder. For detail instructions on how to set up and use, see Vonage Mobile® App (for Apple and Android) .
NOTE: If you are using on an iPad or a tablet, you must have a data plan from a cellular provider.
How do I link up to five Apple or Android devices?
Yes. You can link your Vonage Mobile account to up to five mobile devices. To do so, download and create your Vonage Mobile account on the primary device. You must then download Vonage Mobile and sign in as an existing user using the credentials of the primary account holder. For detail instructions on how to set up and use, see Vonage Mobile® App (for Apple and Android) .
NOTE: If you are using on an iPad or a tablet, you must have a data plan from a cellular provider.
I need push notifications. How do I turn on?
Push notifications allow you to receive incoming calls when the Vonage Mobile app is closed. On Android devices, you are generally asked to accept all notifications when you download an app from the store. On Apple devices, you are given the option to accept push notifications when you set up Vonage Mobile. If you did not set up push notifications on your Apple device, do so as follows:
I have five linked devices. How do I replace one with a different device?
How do I remove a linked device from my Vonage Mobile account?
How do I know what version is installed?
How do I upgrade?
The Vonage Mobile application does not update automatically. Instead, the customer must follow the instructions for their device type to install an upgrade.
Can I downgrade to an earlier version?
No.
How do I move my Vonage Mobile account to a new or different phone?
If the customer you have the phone where you previously installed Vonage Mobile, do the following:
NOTE: If you no longer have the phone, contact us. One of our Customer Care representatives will reach out to provide you with assistance.
How do I know if the app is running in the background on my phone?
For Apple:
- Tap Home button twice from the main screen of Apple. Icons for apps that are running appear at the bottom of the screen.
- Scroll through the apps to see if the Vonage Mobile app is present. If it is, it is running in the background.
For Android:
- Tap Menu on main screen of Android.
- Tap Settings.
- Tap Applications.
- Tap Running Services. If Vonage Mobile is listed, it is running in the background
.
How do I use with my Android Wear Watch?
With the Android Wear Smart Watch, you can:
If you are having difficulties pairing your smartwatch or notifications do not appear, contact the watch manufacturer for support.
How do I use the Apple Watch?
Minimum requirements to link the Apple Watch is an iPhone 5 with iOS 8.2 or higher. With the Apple Watch, you can:
How do I pair the Apple Watch with Vonage Mobile?
You can pair the Apple Watch on your iPhone using either of the following methods:
| Use iPhone Camera |
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| Manually |
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If you are having difficulties pairing your smartwatch or notifications do not appear, contact the watch manufacturer for support.
How do I use with Bluetooth?
The Bluetooth device must first be paired with the Android or Apple prior to using Vonage Mobile. Pairing cannot be performed from within the Vonage Mobile app. Inform customers that they should refer to the documentation for the Bluetooth device to obtain instructions on how to pair.
How much data does the app use to make or receive a call?
The Vonage Mobile app on average will use less data per minute than 1 email with a photo attachment or 1 minute of streaming music.
NOTE: The amount of data used can vary based on the customer's handset and cellular provider.
By default, does the app use my WiFi or 3G/4G data connection?
By default, the Vonage Mobile app attempts to place a call over a WiFi connection, if available. If a WiFi connection is not available, the call is placed over your 3G or 4G data network.
Can I install on a hacked, jailbroken or rooted phone?
No. The Vonage Mobile app is designed to work with official releases of the Apple and Android operating systems. Vonage is unable to support a hacked, jailbroken or rooted phone.
How much does Vonage Mobile cost?
The Vonage Mobile app is free to download and install. Calls and text messages from the Vonage Mobile app to other Vonage Mobiles users are free and calls to Vonage Mobile Home customers are free. You can also make low cost international calls to over 200+ countries by purchasing talk time in increments of $4.99, $9.99, $14.99 and $19.99 up to $50.00. All purchases are charged directly to active iTunes and Marketplace accounts, depending on device type.
How much does it cost to link and use on five devices?
You can link up to five Apple or Android devices at no cost. If you want to use a different device and you have reached your limit of five, sign out of one of the devices.
How much does it cost to call international locations?
The rate is based on the location that you calling and whether it is a mobile or landline phone number. To check rates, tap More and then tap Rates. Verify the rate entering a phone number or tapping on the Contact icon to select from your address book.
How do I purchase credit?
All talk time purchases are charged directly to your iTunes account for Apples and Google account for Android devices. You can purchase talk time in increments of $4.99, $9.99, $14.99 and $19.99 (not to exceed $50) and you can purchase and use talk time on any of your linked devices.
IMPORTANT: For Apple users, talk time credits do not expire. However, for Android users, talk time credits expire one year from the date of purchase. All requests for refunds are handled by iTunes (Apple) and Android Marketplace (Android).
I received: Cannot verify receipt of iTune Purchase. Is my purchase complete?
You may receive this message if the connection is interrupted during your purchase. To determine whether your purchase completed, check your balance. If you balance does not reflect your purchase, redo your purchase.
Does my talk time (Account Credit) expire?
Talk time credit for Vonage Mobile is handled differently, depending on whether purchased through the Apple store or Google Marketplace.
How do I check to see how much credit I have remaining?
You can check your credit balance from within More or Contacts.
How can I find the latest per minute rates?
| If you tap Contact icon: |
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| If you enter phone number: | Tap Check Rate. |
How can I check the rate for the person that I am calling?
Can my Vonage Mobile calls be included on my Vonage bill?
No. Purchases of talk time for Vonage Mobile is paid through active Apple and Marketplace Store accounts only. However, if you have Vonage home service, download the Extensions® App and take your Vonage home phone wherever you go. There is no need to purchase "talk time" and if you place a call that is not included in your Vonage calling plan, the charges are displayed on your bill.
How can I verify that I am placing a free call or Chat message?
If I purchase Vonage Mobile credit, will it be charged based on the exchange rate for my country?
Purchases through iTunes and Android Play Store are based on where your home country is set. However, per minute International rates are billed and displayed in USD (US Dollars).
Does the purchase of a $4.99, $9.99, $14.99 and $19.99 calling credit include taxes?
Taxes on purchases are handled by the Apple and Marketplace Stores. These taxes, if any, are determined by the billing address and whether you live in a state that imposes a tax on digital goods.
When I place a call, what is displayed on outbound Caller ID?
Do I need an international calling plan on my mobile phone to make calls with the Vonage Mobile app?
No. International calls made with the Vonage Mobile app are placed over the Vonage network and you will not be billed by your mobile carrier for these calls.
What features are available when I am on a call?
Your features work the same as those found on your Apple or Android device, which include:
How do I place a call and check per minute rate?
How are my Contacts managed?
Vonage Mobile syncs the Contact list with the native Apple and Android address book each time you open the app. New contacts added through the Apple or Android smartphones address book will be automatically updated in the Vonage Mobile contact list. You can also add new contacts to your existing Apple or Android address book using the share contact feature.
How can I am tell if I am calling a contact for free?
How do I get incoming calls on all of my linked phones?
Any incoming calls that ring the primary phone number of the account for the Vonage Mobile app also rings on up to five Apple or Android devices linked to the account. Pick up the call on any linked device that you choose.
Can the Vonage Mobile app receive calls from Vonage Home customers?
No. However outbound calls to Vonage Home customers are free. Call received from non-Vonage Mobile app and Vonage Home users will be picked up by your mobile carrier (native dialer).
I downloaded in my country (outside of U.S0 but when I placed a call, I received message"You have dialed an invalid number". Why?
Either the phone number was misdialed or the correct format is not used when dialing. As Vonage is not considered a local carrier in international locations,you may have to dial the full international number when placing in country calls. This will enable your local carrier to route the call properly. If you are dialing from your Contact list within the Vonage Mobile app, you must change your entry to this format. Changing the entry in your Vonage Mobile Contact list does not affect your ability to place the same call from your native address book.
¹Unlimited Calling is based on normal residential, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.
HIGH-SPEED INTERNET REQUIRED. VALID FOR NEW ACCOUNTS ONLY. RATES EXCLUDE INTERNET SERVICE, FEES AND TAXES. Extensions® permits inbound and outbound calling on up to two additional registered phones at the home calling plan rates. If you subscribe to plans with monthly minutes allotments (for example, U.S. & Canada 400), all call minutes placed from both your home and registered Extensions® phones will count toward your monthly minutes allotment. Extensions® calls made from mobiles use data or airtime and may incur surcharges, depending on your mobile plan. The number transfer process takes approximately 10 business days from the time you confirm your transfer request. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.
†Limited time offer. Valid for new customers only who are residents of the 48 contiguous United States, 18 years or older. Cannot be combined with any other promotional offer. Offer good while supplies last. Limited one prepaid or gift card ("Card") per household. An eligible customer must be active and in good standing and subscribe to Vonage for two bill cycles. After approval of eligibility, allow 5-10 business days for the Card to be issued. Terms and conditions are applied to the Cards. Vonage has the sole right to decide all matters and disputes arising from the Card, and all decisions are final. All taxes on Cards are solely Customer's responsibility. Vonage is not responsible for any damage to the Card sustained during delivery or product defects of any kind. In the event that the Card becomes unavailable for any reason, Vonage reserves the right to provide a substitute of similar type and value. Visa prepaid card is issued by MetaBank®, Member FDIC, pursuant to a license from Visa U.S.A. Inc.
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