Hermes Phone

FAQ / Help

The Hermes Phone Service
Dialing Instructions
Loyalty Program

Hermes Phone is the telecom service with world's lowest rates for calls to Central and Eastern Europe.

Follow the link “Open New Account” on this website. Choose your method of payment and follow the instructions.

THE CURRENCY ACCEPTED ON THIS SITE IS BRITISH POUND (GBP/J).

If you choose to open your account on-line with a credit/debit card, you will receive your PIN number by mail within minutes. Thus you can start calling right away.
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Hermes Phone offers you two fast and easy ways to recharge your account:

On-line
First you will need to log into the client area of our website with your Hermes Phone PIN. You will see summary of your account information – Loyalty Status, balance of your account and calls made during the current month. Under the section remaining balance click on the Recharge link. Fill in your credit card information and the amount you want to recharge and then wait for a confirmation screen saying that the payment was successful.

By Phone
Call our customer support line 0-203-026-2042 (from your home or mobile phone) Our representative will ask for your PIN code and your credit card information.

Choose the way which is more convenient for you and you will be able to use your account immediately after the recharge is made.

If you have forgotten your Hermes Phone PIN click here .
If you see expired after your name when you log in the client area, please call our customer support line 0 203 026 2042 (from your home or mobile phone) to reactivate your account.
If you are not a Hermes Phone client yet click here to open a new account.
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You can open your own rechargeable, prepaid calling account that makes international phone-to-phone calls possible at very low rates.
When you open your account you submit your personal and payment information. If your payment is successful, you will receive your PIN and dialing instructions in your email box.
From here on, all you need is your PIN. You can use it to log into your account on this website and check your call history, check your payment history, your calling statistics, top up your account.
Owning your own Hermes Phone calling account entitles you to receive monthly statements directly into your mailbox.
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Each Hermes account has a Personal Identification Number (PIN) that allows you to make telephone calls from any phone in the United Kingdom. Each PIN code is unique and is used to confirm that the person who is placing a call is you. Valid PINs used for Hermes services consist of 10 digits.
Your PIN can be used for making calls (enter it with the telephone’s touch-tone keypad), for logging into your account at the Hermes Phone UK service website and for identifying yourself when you call Customer Service.
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Hermes Phone now offers an enhanced service called CLI (Call Line Identity). You enter the telephone number from which you use Hermes Phone most frequently and you will not have to enter your PIN each time you make an international call from this most-frequently-used telephone number. Once you dial the Hermes Phone Access line for the UK, the system will automatically recognize you. If the telephone number you provide is wrong or incomplete you will not be able to benefit from the service. You can see the telephone number you provided for CLI after you log in with your PIN in the client area of the website in the “My profile” section. To edit the telephone number you have entered, please fill in the form again and save the new telephone number. It will be changed automatically in our system.
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Email: hcs@hermesphone.co.uk, help@hermesphone.co.uk

Dial 0 203 026 2042 (from landline,mobile phones and payphones). top

This website wants to demonstrate its commitment to your privacy. Hermes Phone has agreed to disclose its information and privacy practices to you so that you are able to monitor our privacy commitment. You can view our complete Privacy Statement on this website.
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Yes, you can use your Hermes Phone calling account from any telephone in the United Kingdom. You can use your account from an office or home fixed telephone. You can use it from a mobile telephone as well as from a public payphone in the United Kingdom.
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Yes, you can make local, national and international calls from the United Kingdom as well as calls to mobile phones. Hermes Phone offers premium rates to destinations in Central and Eastern Europe as Hermes Phone uses its own infrastructure both at the origination and termination points of the call in those countries.
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You pay only for the minutes you talk. You are billed at precise increments of 30 seconds. The minimum we are going to initially charge you is for 30 seconds. There are no monthly, installation or activation fees.
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There are no monthly, installation, activation or maintenance fees. THERE ARE NO SUCH FEES.
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If you are using an office/home fixed telephone to access the Hermes Phone network, dial our Local access numbers 0-203-026-2003 or 0-203-026-2004. If you use our Local Access number to connect to the Hermes Phone network, the rates at the Rates page on this website apply. The cost of a call to these access numbers will be charged at your network's standard rate to a local access line.
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If you are dialing 0-203-026-2004 to access the Hermes Phone network, the payphone machine you use will ask you to insert coins for the local call, hence, you pay surcharge to the payphone. This surcharge for calls to 0-203 numbers from payphones can be as much as 25p/min.
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If you have contracted a Pay Monthly Service Plan with your mobile operator in the UK, access to 0-203 Local Access numbers is automatically transferred to your monthly free/inclusive minutes with your mobile operator as long as you have not used up those free/inclusive minutes. Please contact Customer Service of your mobile operator for further details on mobile access to 0-203 numbers.
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No. By pressing SEND after the destination, your call will be sent through the mobile network. After pressing the star button (*) after dialing the destination number, simply wait and Hermes Phone will connect you to the destination you wish to call. This also means that you cannot use the phonebook of your mobile if you are making a call through the network of Hermes Phone.
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Hermes Phone offers the lowest phone rates to Central and Eastern European destinations, 24 hours a day, 7 days a week. You pay for the minutes you talk, regardless of whether it is "peak" time or "non-peak" time.
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With Hermes Phone you can call anyone, anywhere in the world. However, our premium rates are for phone calls made to Central and Eastern Europe.
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Here are the dialing instructions you should follow:

dial the Local Access number 0-203-026-2004;

at the prompt enter the PIN you received when you opened your account;

after confirmation from the system dial the telephone number you wish to call followed by the star button (*).
Please, use the following dialing format:
For calls in the UK: 44 - Area Code - Telephone Number - star button (*);
For international calls: Full International Code - Area Code - Telephone Number - star button (*).
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In order to be able to make phone calls through Hermes Phone, you need to make sure that your account balance does NOT drop to a critical level. There are a number of ways in which you can monitor the balance of your Hermes Phone calling account according to your own preferences:

Internet: When you log in with your PIN at our website, you can check the remaining balance of your account at the Account Summary area.

Email: The system of Hermes Phone will automatically send you an email when your account balance reaches the amount of J1.

Over the phone: Once you dial the destination you wish to reach, the system will announce your remaining balance in minutes to the destination you have dialed.

Subscription by phone: You can subscribe to account balance notifications by phone. You need to determine the balance level of your calling account, at which you would like to be notified over the phone. Our Customer Service Team will monitor your account on a regular basis and when your account balance reaches the critical level for recharge determined by you, one of our representatives will be responsible for calling you in order to notify you and assist you in recharging.
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We are going to keep the call history for at least 6 months.
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When you log into your Hermes Phone account, the first 2 things your are going to see on the welcoming screen are:

your remaining balance;

your calls for the current month.
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We accept the most popular methods of payments:

on-line with a credit/debit card;

on the phone with a credit/debit card;

cash.

If you are using a credit/debit card online, you can pay any amount between J5 and J50 when you are opening your new account with Hermes Phone.
You can top up your account online with any amount between J5 and J100.
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When you browse a website, the server sends information to your computer over the Internet. This information is visualized on your screen by your browser. Information that travels between you and our server can be encrypted, so that no one can "eavesdrop" on it along the way. This is called secure protocol.
The encryption of the connection between your browser and www.hermesphone.co.uk server is verified by 128-bit certificate issued by Thawte, the second largest Certification Authority worldwide, trusted since 1996. Thus, your personal and credit card information is encrypted and safely exchanged over the Internet.
The website of Hermes Phone uses secure protocol in two places: in the payment forms (mandatory) and for login (optional). Thus, sensitive information is protected with industry standard 128-bit encryption. You are under secure protocol if the padlock next to the login field to the right is LOCKED.
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With Hermes Phone you pay only for your calls. There are no monthly, installation or activation fees. You can check the calling rates on this website.
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No. You pay for the minutes you talk. There are no monthly, installation, or activation fees.
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Yes. Sometimes we need to see a photocopy of your credit/debit card along with a credit/debit card statement showing your billing address and credit/debit card number. We can accept a driver's license, passport and bank/credit card statements. Please black out any information that is private.
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We occasionally request this information to protect our customers from possible international credit/debit card fraud. We use this information to verify your account. Once your account is verified, you will not have to provide this information again.
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The CV2 is the security code of the credit card. It is usually a 3- or 4-digit number normally on the back of the card on the signature strip. On some cards, all or part of the card number appears before the CV2.
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There are several reasons why your credit/debit card might be declined by our system. The most common reasons are:
1. Wrong expiration date - check to make sure you have the correct expiration date.
2. Incorrect card number - make sure that you are entering the correct 16-digit credit/debit card number.
3. Incorrect billing address - make sure the billing address you enter matches the address that appears on your monthly credit/debit card statements.
4. Incorrect Postal Code - make sure the Postal Code number of your billing address matches the address that appears on your monthly credit/debit card statements.
5. Insufficient Funds - make sure the amount you are trying to purchase does not exceed your credit/debit card limit.
6. Credit/debit card reported missing or stolen.
If you are unsure why your credit/debit card was declined by our system, please contact Hermes Phone Customer Service for more information. While in most of the cases we would be able to help you with more information regarding the problem, we might not be able to actually solve it, if it is with your issuing bank.
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Although rare, there are cases when your credit card issuer might require us to contact them first so they can authorize the charge to your credit/debit card. This procedure protects you from fraudulent charges on your account, and it may take up to 48 hours after you have registered with Hermes Phone. Once we receive approval from your bank or financial institution, you will receive an email verifying your PIN code for activating your membership.
In the majority of the cases you will get a message on the very website, immediately after payment, so you will know right away if there are any problems.
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If you lost your PIN the best thing you can do is contact Customer Service by e-mail first. Please provide your telephone number so we can call you back. Once in contact with you, Hermes Phone Customer Service will ask you a number of quesitons to verify you are the owner of the lost PIN. Please be patient.
Although we would like to make your life easy, we cannot compromise our customers’ security and privacy and sometimes Customer Service will not disclose your PIN on the phone for security purposes. In such cases our Customer Service representatives will offer a way to solve the issue.
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The "Log out" button has been added to your Hermes Phone account to protect it by making it very difficult for another individual to make a call from a different computer using your account credentials and/or viewing your personal information.
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Hermes Phone offers the lowest rates to Central and Eastern European destinations, 24 hours a day, 7 days a week. You pay for the minutes you talk, regardless of whether it is "peak" time or "non-peak" time.
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Hermes Phone phone-to-phone calls are available in the United Kingdom through our Local Access number 0-203-026-2004.
Hermes Phone phone-to-phone calls are also available in the United States and Canada. For more information on Hermes Phone in the USA and Canada please visit: http://www.hermesphone.com/.
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To access your personal information, simply log into your account and go to “My Profile”. In this section you can view your personal information. If you believe that some part of your personal information is not correct, please send us an e-mail with your correct information.
Regarding Billing information: we don’t keep your billing information like credit/debit card number for security purposes. You enter it every time you make a payment on-line.
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Actually this GBP 1 is not withdrawn from your bank account. It serves as a minimum value for authorization. With every on-line payment our website makes an authorization check first, and only if it is successful it will withdraw the requested amount - GBP 10 in this case. This GBP 1 will be unblocked in 2 or 3 days, depending on your bank's policy. This is a widespread practice among Internet merchants aimed at the improvement of the payments' security.
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Every minute you spend on the phone through the system of Hermes Phone is counted in real time as 1 loyalty point and is added to your loyalty status. Your loyalty status represents the minutes you have spent on the phone since the first time you have used our service. These minutes are represented as loyalty points.

If you use our service for several years now OR you spend most of your time on the phone, you have most probably already reached a certain level of loyalty status and you are qualified for the discounted rates!
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You can check your loyalty status anytime at https://www.hermesphone.co.uk/texts/EN/www.hermesphone.co.uk, which is shown in your member’s area right under your name
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Level BRONZE: 3 000 minutes=3 000 loyalty points – 5% discount on all Hermes Phone rates
Level SILVER: 10 000 minutes=10 000 loyalty points – 10% discount on all Hermes Phone rates
Level GOLD: 20 000 minutes=20 000 loyalty points – 15% discount on all Hermes Phone rates
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You collect loyalty points with every minute you spend on the phone through the system of Hermes Phone. You can also collect 300 loyalty points each time you recommend our service to your friends according to our refer a friend program
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The loyalty program is granted to clients that have been with us for a long time or are quite active in the use of our service. This program is made exclusively for them. Every new customer starts with loyalty status NEW (0 minutes talk=0 loyalty points) and every minute talk is counted in favour of the customer’s loyalty status. If you have already placed some phone calls with Hermes Phone, you are on the way towards such status level. Keep on being our friend and keep on talking. And in no time you will be part of our loyalty clients’ family.
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Every client of Hermes Phone can join our loyalty program. Once you have spent above 3 000 minutes on the phone, which means that you have received more than 3 000 loyalty points, you have to apply to get your rates discounted.
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Once you have reached certain loyalty status you have to apply for the change of your rates!
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The simplest way to apply is by pushing the “apply” button in your member’s area. This button will remain inactive until you reach the required loyalty status. When active do apply. All you need to do is to press the button and wait for the confirmation screen which informs you that your application has been successfully sent. You can also apply by sending us an e-mail at loyalty@hermesphone.co.uk or by calling us at 0-203-026-2042 (from landline, mobile phones and payphones)! We will change your rates within 72h of your application (if you have the required loyalty points collected)!
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Yes!
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No! Every new account starts from the same zero status level (0 talk time minutes = 0 loyalty points)
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If you consider your loyalty points as incorrect, please do send us an e-mail at loyalty@hermesphone.co.uk! We will investigate your case and you will receive a reply from us within 72h how the problem was solved! We highly appreciate your feedback, which helps us improve!
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You cannot benefit from all discounts at a time! However you will benefit from the higher discount. If your ISIC card/ student discount gives you better rates than your loyalty one, you will benefit from the ISIC card/ student discount only. If the loyalty discount is higher you will benefit this one only! Remember: Your student discount is granted for a certain period of time (e.g. until the validity of your ISIC card). Please make sure to apply for the loyalty status discount as soon as your student discount expires! Otherwise you will be automatically switched at the standard (no discount) rates and you will not benefit from the loyalty status discounts for the period between the expiration of your student’s ISIC card and the time you apply as a loyal client.
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Account Summary
Recharge
Phone Book
My Profile
Statistics
Statements
Tell A Friend
Loyalty Status

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