FAQ
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FAQ:
Payment
You can pay with Sofortüberweisung (bank transfer), PayPal and PaySafeCard.
PaySafeCards can be purchased in many supermarkets.
Note: The 16-digit PIN of your PaySafeCard is NOT your vouchercode. It has to be entered in our webshop for payment.
DO NOT leave unused credit on your PaySafeCard. It will be deducted by PaySafe after 30 days if it is not used before!!!
Delivery
Our webshop sends you several mails within minutes after the purchase. Sometime your e-mail-provider considers this as SPAM and the mails end up in your SPAM-folder. Please check this before you contact us for help.
It may happen that you accidentially mistyped your e-mail address in our webshop. Consequently, you will never receive your voucher. Do not worry: Contact us and provide your full name and your correct e-mail address and we‘ll send your codes again to the correct address.
Voucher codes
All voucher codes are stored in a database. We have delivered hundrets and thousands over the course of the last years. We NEVER delivered a wrong code. However, we sometimes do see customers mistyping their codes. Please note: Codes are casesensitive. They DO NOT contain the following numbers or characters to avoid mistyping:
0 – the number zero
1 - the number one
9 - the number 9
g – the character „G“ in lower case
l – the charachter „L“ in lower case
o – the character „O“ in lower case
I – the character „I“ in upper case
O – the character „O“ in upper case
DO NOT try out voucher codes just to check whether they are working. Only use your voucher if you really want to connect. If you just try them out, the clock will start ticking and your voucher will expire after 21 days whether you use it or not. Voucher codes can be stored unused as long as you want. They do only expire 21 days after the first usage (the first login).
Help each other
You will most likely find someone in your camp who managed to purchase a voucher and connect to the Internet. If something does not work for you look for help in your camp. We can only help you from the distance, but your housemates are next door.
Contact us
Please always remember: Refugees Online is operated by volunteers. None of us gets paid. The money we collect from you is used to cover the cost for the Internet access, the hardware in the camps, cost for maintainance and repair and such.
That is why we do not have a 24-7 hotline or something. You may end up on an answering machine when you call us. Thus, the best way to contact us is by email: support@refugees-online.de
DO NOT insult or abuse our volunteers if you think something has gone wrong. We will help you as best as we can, but we are NOT in a position to resolve problems with your devices, compatibility problems, slow Internet access and congestion in the camps.
Response times at night, on weekends and public holidays will be substantially longer, so please be patient.
Payment
You can pay with Sofortüberweisung (bank transfer), PayPal and PaySafeCard.
PaySafeCards can be purchased in many supermarkets.
Note: The 16-digit PIN of your PaySafeCard is NOT your vouchercode. It has to be entered in our webshop for payment.
DO NOT leave unused credit on your PaySafeCard. It will be deducted by PaySafe after 30 days if it is not used before!!!
Delivery
Our webshop sends you several mails within minutes after the purchase. Sometime your e-mail-provider considers this as SPAM and the mails end up in your SPAM-folder. Please check this before you contact us for help.
It may happen that you accidentially mistyped your e-mail address in our webshop. Consequently, you will never receive your voucher. Do not worry: Contact us and provide your full name and your correct e-mail address and we‘ll send your codes again to the correct address.
Voucher codes
All voucher codes are stored in a database. We have delivered hundrets and thousands over the course of the last years. We NEVER delivered a wrong code. However, we sometimes do see customers mistyping their codes. Please note: Codes are casesensitive. They DO NOT contain the following numbers or characters to avoid mistyping:
0 – the number zero
1 - the number one
9 - the number 9
g – the character „G“ in lower case
l – the charachter „L“ in lower case
o – the character „O“ in lower case
I – the character „I“ in upper case
O – the character „O“ in upper case
DO NOT try out voucher codes just to check whether they are working. Only use your voucher if you really want to connect. If you just try them out, the clock will start ticking and your voucher will expire after 21 days whether you use it or not. Voucher codes can be stored unused as long as you want. They do only expire 21 days after the first usage (the first login).
Help each other
You will most likely find someone in your camp who managed to purchase a voucher and connect to the Internet. If something does not work for you look for help in your camp. We can only help you from the distance, but your housemates are next door.
Contact us
Please always remember: Refugees Online is operated by volunteers. None of us gets paid. The money we collect from you is used to cover the cost for the Internet access, the hardware in the camps, cost for maintainance and repair and such.
That is why we do not have a 24-7 hotline or something. You may end up on an answering machine when you call us. Thus, the best way to contact us is by email: support@refugees-online.de
DO NOT insult or abuse our volunteers if you think something has gone wrong. We will help you as best as we can, but we are NOT in a position to resolve problems with your devices, compatibility problems, slow Internet access and congestion in the camps.
Response times at night, on weekends and public holidays will be substantially longer, so please be patient.