The most common questions

Question: How do I activate the SMART Pinoy SIM?
Answer (Quick): Send a balance inquiry from your Plug N'Talk by texting "?1515" to 214 number. Also you will receive the text message back showing PHP balance on your SIM.
Answer (Detailed): The transactions that trigger activation of the SIM are subscriber-initiated. They are as follows:
a) Balance Inquiry
b) Send an SMS
c) Load the SIM via Call and Text Card.
To load a SIM via E-Load, the SMART Pinoy SIM must first be active. For the SMART network to tag them as active indicated, the subscriber must first do one (1) transaction to trigger activation – only then can a subscriber begin to accept an e-load. Please note that this is true for all SMART SIMs.
The transactions that trigger activation of the SIM are subscriber-initiated. They are as follows:
a) Balance Inquiry
b) Send an SMS
c) Make a call
d) Load the SIM via Call and Text Card.
Otherwise, if a 3rd party attempts to load the SIM via E-Load or Pasaload, the 3rd party will receive an error message. A Loading via Call & Text Card activates a SIM because it is a subscriber-initiated transaction; E-Loading and receiving a Pasaload are not initiated by the subscriber.

Question: How to add E-Loads in you Plug And Talk device
Answer: To add more E-Loads to your account just click on one of two "E-Load" tab on the left side of your Plug N' Talk virtual phone.

Question: How do I request the remaining load balance on my SMART Prepaid SIM (SMART Buddy or SMART Pinoy) through my SMART Plug N'Talk?
Answer: Balance inquiry is possible by texting '?1515" to 214 or voice call to *888.

Question: My Plug N' Talk device has stopped working, what can i do?
Answer: A firstly please try using the PNT device in another computer. If you have, and the problem is also there when using an alternative computer, then please follow the instructions below.
- Delete the softfone software from the device, and then try re-inserting the device in the computer.
- The softphone software is stored in a hidden folder on the "Removable Disk" part of the device. If you bring up the "My Computer window" and then click "Tools" on the menu bar, and then select "Folder Options". When the "Folder Options" window appears, click the "View" tab, and then make sure that "Show hidden files and folders" is selected, then click OK.
- Now go back the the "My Computer" window and click on "Removable Disk". You should see a folder named "MyPhone". PLEASE DELETE THIS FOLDER!
- Now, when you next plug in your Plug N' Talk device, you will be prompted to update the software. Please do.

SMART Pinoy SIM Frequently Asked Questions

Question: What is the SMART Pinoy SIM?
Answer: The SMART Pinoy SIM is a specialized SIM that is created for Overseas Pinoys. It has a pre-activated roaming capability with P20 pre-load value and zero maintaining balance feature.

Question: Who can avail of the SMART Pinoy SIM?
Answer: The SMART Pinoy SIM is available to anyone who would like to avail of a SIM for Filipinos who want to travel/ work outside the country and would like to maintain their communication connection to the Philippines.

Question: What services are covered by the SMART Pinoy SIM?
Answer: The SMART Pinoy SIM, when abroad can only do SMS transactions, the voice service* will be deactivated once the SIM is activated. Each International Roaming SMS will cost P20.
SMS from the Philippines to the SMART Pinoy SIM will cost only P1 (charged to the sender).
Notes:
1. Voice service can only be activated within the Philippines. To activate voice, subs need to turn off the pre-activated roaming service by sending ROAM OFF to 333.
2. In cases where the SIM will be used within the Philippines, just send ROAM OFF to 333 to deactivate roaming service. Once roaming is deactivated, the SMART Pinoy SIM will be considered as a regular SMART Buddy SIM, same rules and guidelines will apply.
3. In selected countries voice service is also available.*

Question: When will the SMART Pinoy SIM expire?
Answer: SIMs will expire after 1 year from the zero balance date. Subs will need to load up within that period to avoid SIM expiration.
SMART will not deactivate the roaming feature within this period which means subs will continue to receive incoming text messages.

Question: What does Zero Maintaining Balance Mean?
Answer: This means that the SMART Pinoy SIM can still receive messages even when it has a zero balance, incoming text will not be deactivated. But, note that there is a need to load the SIM to avoid expiration of the SIM.

Question: Where will the SMART Pinoy SIMs be available?
Answer: The SMART Pinoy SIMs will be made available via pre-selected SMART Dealers and SMART Wireless Center.

Question: When abroad, how can you load up the SMART Pinoy SIM?
Answer: When abroad, you can do the following options to load up the SMART Pinoy SIM:
a. SMARTLoad via SMART Dealers abroad
b. Load up via Call & Text Card, while roaming just text RELOAD <PIN> and send to 1510.
c. Load up via SMART Money
d. Ask a relative in the Philippines to load the SIM via SMARTLoad, just text RELOAD <PIN> <SMART Number abroad> and send to 1510.
e. Ask a relative in the Philippines to load the SIM via SMART Money.

Question: How do I make a call using the SMART Pinoy SIM?*
Answer: Prepaid International Voice Roaming must be activated first in order to make calls.
Text ROAM _ ON _ <Country> to 333 (at least 1 hour prior to departure)
SMART Prepaid Voice Roaming is available in the following countries:

(please check http://www.smart.com.ph for updates on rates on outgoing and incoming calls and the list of covered countries)
Activation is free if done within the Philippines. Regular roaming rate shall apply if activated abroad.
To make a call: Dial +<country code><area or mobile code><number> Ex. +0018528788888 .
Reminders: To enjoy seamless roaming service, please ensure you have a minimum balance of at least Php 100. For voice roaming, please ensure you have at least Php 500.
Web Connect: Manage your prepaid or postpaid accounts, pay bills fast, or activate and deactivate an array of Smart services. With Web Connect, you are in control of your personal account anytime of the day, anywhere you are!
Just log on to www.smart.com.ph/connect

SMART Plug N' Talk FAQs. General

Question: What is SMART Plug N' Talk? What can I do with SMART Plug N1 Talk?
Answer: SMART Plug N' Talk is a SIM (Subscriber Identity Module)-based VoIP device that will allow Smart subscribers to
- Initiate and receive Voice Calls, and
- Send and receive Text Messages (SMS)
- To and from any Philippine mobile number and Philippine landline number
- From anywhere in the world through the internet.
Aside from these, you can also send and receive text messages (SMS) to and from other operators outside the Philippines.

Question: How do I use SMART Plug N'Talk? Can I use this in Internet Cafes?
Answer: It is very easy to use SMART Plug N' Talk! You simply need to do these three (3) simple steps:
1. Insert your SMART SIM card in the SMART Plug N'Talk device,
2. Insert the SMART Plug N' Talk device in the computer's USB port. A softphone program will automatically launch.
Note: the computer should be connected to the internet for the subscriber to use the service.
3. Call or text by typing in the details on the softphone interface on the computer.
And, yes, you can use this device in any internet cafe, as long as the minimum system requirements are met! USB devices are usually allowed in any internet cafe.

Question:Can I use Plug N'Talk both while in the Philippines and abroad?
Answer: Yes. SMART Plug N'Talk can be used anywhere in the world, as long as there is broadband internet access on the computer where it is used.

Question: How do I start using my Plug'n Talk application?
Answer:The application launches automatically once you plug it in to your USB socket.

Question: On which operating system can I run my Plug 'n Talk client?
Answer: The Plug 'n Talk client runs on Windows 2000 and above.

Question: Can I use my Plug 'n Talk Client on more than one PC?
Answer: You may use your Plug 'n Talk device on any PC that has a USB Interface. Your last settings are saved in your removable partition. This allows you to add and edit contacts and saves your calls and SMS records, so the next time you connect your Plug 'n Talk client to a different PC, your saved parameters are loaded with the application.

Question: Where are my settings stored?
Answer: They are stored in the flash memory.

Question: How will I access my phone contacts while in my SIM with the SMART Plug N'Talk?
Answer: Your contacts saved in the SIM you inserted in your SMART Plug N' Talk will automatically show in the Contacts tab of the SMART Plug N' Talk softphone.

Question: Will my messages and call records be stored in SMART Plug N'Talk?
Answer: Yes, all your incoming and outgoing calls made through the SMART Plug N' Talk are stored, and can be seen in the History tab of the SMART Plug N'Talk softphone.

Product Comparision

Question: I use Skype/YM to communicate with my friends because of cheap rates. How does SMART Plug N' Talk compare?
Answer: Skype and YM require both parties to have computers and broadband internet access for them to talk to each other at cheap rates. SMART Plug N' Talk, however, does not require both parties to have computers and Internet access. Only the SMART Plug N'Talk subscriber overseas needs to have a computer and internet access for them to engage in voice calls and text messages at affordable rates with their loved ones in the Philippines. The other person in the Philippines simply needs to have either a mobile phone, or a landline.

Question: What's the difference between SMART Plug N' Talk and G Webcall? Which is cheaper? Which is better?
Answer: SMART Plug N' Talk is
- Plug and play (no need for installation and downloading),
- Open to all prepaid and postpaid SMART subscribers, and
- can connect to any Philippine network/operator.
G Webcall is only open to existing postpaid subscribers of Globe. It also requires you to download an application, and register your details. Also, it can only make calls to Globe only subscribers.

Question: How is SMART Plug N' Talk different from SMART Plug It, and PLOT WeRoam?
Answer: SMART Plug N' Talk is a USB device that enables mobile communications via the Internet at affordable rates. It does not provide wireless Internet access. SMART Plug It and PLOT WeRoam are portable USB modems that allows you to get wireless Internet access from anywhere in the Philippines, where SMART signal is available.

Question: Can I use my SMART Plug N' Talk with the SMART Plug It device or the PLOT WeRoam device?
Answer: Yes, you can. SMART Plug N' Talk works with any broadband internet access, such as what SMART Plug It and PLOT WeRoam provide. This assumes that your computer has enough USB drives to accommodate both devices.

SIM Card

Question: Can I use my existing SMART SIM on the Plug N' Talk, or do I need to purchase a special SIM?
Answer: SMART Plug N' Talk works with all prepaid and postpaid SMART SIM cards like:
- SMART Buddy,
- SMART Pinoy,
- SMART Gold, and
- SMART Infinity
Currently available in the market, except for SMART Gold with Multiline capabilities, SMART Kid and SMART Bro SIMs.

Question: Can I use other Philippine mobile SIM cards with Plug N'Talk?
Answer: No. SMART Plug N' Talk only works with SMART SIM cards.

Question: Do I need to activate the International Roaming on my SMART SIM to be able to use it with SMART Plug N' Talk when outside the Philippines?
Answer: There is no need to activate the roaming feature of your SMART SIM card when using the SMART Plug N'Talk. Activation of International Roaming is only necessary when using the SIM card with a mobile phone when outside the Philippines. SMS AND VOICE CALL

Question: Will I be able to receive calls & texts on SMART Plug N'Talk?
Answer: Yes. You will be able to receive voice calls and SMS messages through your SMART Plug N' Talk from any Philippine network. If you are using a SMART Prepaid SIM (eg. SMART Buddy, SMART Pinoy SIM), you need to have enough load to initiate / send Voice Calls and Text Messages. There is no maintaining balance, however, for you to receive Voice Calls and Text Messages. You can also send and receive text messages to and from International Numbers.

Question: Can I make video calls, send / receive MMS, do downloads, or surf the net using Plug N' Talk?
Answer: Video Calls, MMS, and VAS (Value-Added Services) downloads are currently not available on SMART Plug N'Talk. These services will soon be available, as upgrades to our system are being worked on.

Question: If I use my SMART Postpaid SIM with my SMART Plug N' Talk, will I be able to consume my free minutes on SMART Plug N' Talk usages?
Answer: Your outbound usage of SMART Plug N' Talk services will be charged on top of your plan, and hence, will not be deducted from your free voice minutes, or free text messages per your postpaid plan. Incoming calls and text messages however, are free to the SMART Plug N'Talk user. A separate line on your billing statement will reflect all your transactions for SMART Plug N'Talk.

Question: If I use SMART Plug N' Talk to send text messages, will I be able to use up my free texts? Or will all SMART Plug N' Talk texts be deducted from my airtime/load?
Answer: Text messages sent through SMART Plug N' Talk will be charged to your airtime, and hence, will not be deducted from your free text messages.

Question: If I don't use my SMART Plug N' Talk, will I be able to retrieve messages sent to me in the past 24 hours? Will I be prompted for call attempts made on my MIN for the past 24 hours?
Answer: No, SMS validity has a maximum of 9 hours. All messages sent in the last 9 hours will be delivered to you, either on your SMART Plug N' Talk or your mobile phone, depending on which device you use. Call attempts, however, will not be reported.

Question: If I use my SMART Postpaid SIM with SMART Plug N' Talk, will I get a separate billing statement for my Plug N' Talk charges?
Answer: No, you will not receive a separate billing statement for SMART Plug N' Talk. You will, however, see a separate category / line for your SMART Plug N' Talk transactions on the next billing statement of your current SMART Postpaid account.

Defective

Question: How will I know if the SMART Plug N' Talk I bought is in good condition? How will I know if it is defective?
Answer: When the status window of your SMART Plug N' Talk says "SMART Plug N' Talk Ready," you can already send and receive voice calls and text messages. For your SMART Plug N' Talk to work properly, please ensure the following:
- A valid / active SMART SIM card is properly inserted in the SIM slot of your SMART Plug N' Talk device,
- Your USB slot is working properly,
- You have reliable broadband internet access in the computer you are using,
- You have properly set the firewall settings (applicable in cases where the network being used has a firewall), and
- You have enough load when attempting to make a voice call or send text message.

If you continue to experience problems, you can contact our SMART Customer Service through:
- customercare@smart.com.ph
- http://www.smartpinoy.com.ph/webconnect
- Call *888 using your SMART SIM card
You can also contact the dealer where you purchased the product. Defective devices returned within fifteen (15) days are replaced with new ones.

Question: What will I do if my Plug N' Talk is defective? What if it becomes defective 11 months after purchase?
Answer: You can return the product to where you bought it within fifteen (15) days, after purchase. Please present the defective device with the FREE SMART Pinoy SIM card, and the proof of purchase (ie. receipt).

Question: How do I make my speakers ring instead of my headset?
Answer: Set the ring device in your settings (Settings | Devices | Ring Device).

Question: I have no audio out
Answer: If you can hear audio from other programs that play sound, then:
Make sure your speakers or headphones are plugged into the appropriate port on your computer. Ensure that your master volume is not muted, or set to minimal volume. If you install a new USB sound device, it may become the Windows default sound device. In such a case: Go to Settings -> Devices -. Under the Headset section the Speaker & Microphone device should be C-media USB Audio device and under the Speakerphone section the Speaker & Microphone device should be the default that was chosen by Plug 'n Talk. Is the other party actually transmitting sound? Ensure they have not muted their microphone.

Question: I have no audio in
Answer: Try and record audio with other programs on your computer, such as Microsoft Sound Recorder? Ensure your microphone or headset is plugged in, turned on, and the audio on your PC is not muted. Go to Settings -> Devices ->. Under the Headset section the Speaker & Microphone device should be C-media USB Audio device and under the Speakerphone section the Speaker & Microphone device should be the default that was chosen by Plug 'n Talk Ask the other party to follow the steps in "No Audio Out".

Question: I receive poor audio quality, what can I do?
Answer: Try moving the microphone closer or further from your mouth. When the earpiece is connected, the microphone should be set to low level. If your microphone or speaker volume is too high, you may hear a "crackling" sound. Don't download large files during a call. Make sure you are not running heavy applications similar to eMule while you are speaking.