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Nymgo Support Center

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Payments and Credits
Can a Nymgo account expire?
Yup. In fact all Nymgo accounts expire after six months of inactivity. But keeping it active is simple: just make one call, send an SMS, make a credit transfer or buy something (e.g. credit). If the worst comes to the worst and your account really does expire you'll lose any remaining balance. Sorry about that.
Will my Nymgo credits expire at some point?
No. As long as your account remains active the credits will stay valid.
How can I buy Nymgo credits?
You can recharge your Nymgo account with credit using one of the following payment options:
1. Debit/credit card (Visa, MasterCard and American Express)
2. Moneybookers account
3. Paypal
4. Western Union - QuickPay money transfer
5. OneCard
6. CashU
We accept payments in Euros, US Dollars and British Pounds. New payment options and currencies are added continually so please keep checking.
Are there any limits to how much Nymgo credit I can buy?
For all new users the monthly purchase limit is $50 when using a debit/credit card. If you need to purchase more please talk to the nice people at Nymgo support.
However, if you're paying through Western Union purchases there's no limit.
Calls
Do the same call charges apply no matter which country I am calling from?
Yes. The prices are the same regardless of the country you're calling from. Rates are based on the country you're calling to. For example, if the price to call the USA is 2¢ per minute, you'll be charged 2¢ whether you are calling from the USA, France or any other country. For further information about Nymgo prices check out our complete price list: http://www.nymgo.com/en/prices/
How do I make a call using Nymgo?
That's easy. Just follow these steps:
1. Login to the Nymgo softphone using your Nymgo username and password. The softphone is available for download at: http://www.nymgo.com/EN/download/
2. The dial pad will open automatically when you open the app.
3. Enter the phone number you wish to dial.
4. The number should be typed using one of the below formats:
a. '00' + Country Code + phone number. Example 0012124442222. OR,
b. '011' + Country Code + phone number. Example 011971501113333. OR,
c. '+' then Country Code + phone number. Example +15143332222. Please use your keyboard for the '+' sign.
5. Click on the 'green phone' button.
Where can I call using Nymgo?


Nymgo allows you to call all fixed and mobile lines in the world. You cannot, however, use Nymgo to call local short numbers (unless you dial using the international number format) or satellite providers. BTW have you checked out our prices for international calls? They're awesome.
Where can I find Nymgo call rates?
Caller ID
How can I activate caller ID?
In order to activate the caller ID, please follow these steps:
1. Login to the Nymgo website using your Nymgo username and password.
2. Under the “Me” Section, select Caller ID.
3. Enter your mobile number and click 'Send'.
4. You will receive an activation code on the mobile number you entered.
5. Enter the activation code and click on submit.
How can I reset/deactivate caller ID?
In order to reset/deactivate the caller ID, please follow these steps:
1. Login to the Nymgo website using your Nymgo username and password.
2. Under the “Me” Section, select Caller ID
3. Click on the 'Reset' button.
What is Caller ID?
Caller identification enables your friends, family and business contacts to know you are calling them before actually picking up. Once activated, your mobile number will show up whenever you make a phone call using Nymgo. Caller ID is free to activate and free to use. Can't say fairer than that.
What is my default caller ID?
The default number you will see on the screen is “1111”
SMS
Can I send SMSs in any language ?
Sure. If the text is written in Latin characters you can write up to 160 characters. Otherwise, it can drop to 70 characters per SMS. It depends on the language.
Can I use special characters in my SMS?
Yes, you can. But the size limit of the SMS would decrease to a maximum of 70 characters.
How can I send an SMS (text message)?
To send an SMS, just put in the phone number you wish to send the text message to and then click on the 'SMS' button on the Nymgo dialer. When you've finished writing your text in the window provided, simply click 'Send'.
How much does it cost?
Please check the following rates: http://www.nymgo.com/en/prices/
How many people can I send an SMS (text message) to at the same time?
You can send one SMS to up to five numbers at once.
What is the character limit for a single SMS (text message)?
Normally it's 160 characters as long as you're using Latin based characters. The limit is reduced for non-Latin script, e.g. an SMS sent in Arabic is limited to 70 characters.
What's the maximum SMS length if I send multiple SMSs together?
480 characters.
Hello Points
How can I redeem my Hello Points?
To redeem your Hello Points, please follow these steps:
1. Login to the Nymgo website using your Nymgo username and password.
2. Under the “My Points” Section, select Redeem Hello Points
3. Choose the number of points you wish to redeem and click on the box underneath either Credits or SMSs. (You can choose whether you redeem your points as phone credit or to use for sending text messages.)
4. And that's it. Finish by clicking “Redeem”.
How do I earn Hello Points?
Nymgo will reward you with Hello Points whenever you purchase things (like credit) or invite friends to join Nymgo. When you collect enough points, you can redeem them as either free Nymgo credits or free SMSs (text messages).
How do I view my current Hello Points balance?
To view your Hello Points stash, please just follow these steps:
1. Login to the Nymgo website using your Nymgo username and password.
2. Under the “My Points” Section, select View Hello Points
3. From there you can check you current balance as well as any previous Hello Points transactions.
What rules do I need to follow for the 'Hello Points' loyalty programme?
There are only a few rules for using Hello Points:
• You must have bought at least $60 worth of Nymgo credits before you can activate your Hello Points.
• You need to keep your account active, otherwise:
    • At the end of the first year of inactivity 50% of any non-redeemed points will expire.
    • At the end of the second year of inactivity the remaining points will expire too.
What are Hello Points?
'Hello Points' is the name of Nymgo's loyalty program. We'll reward you with points whenever you buy credit or invite friends to join Nymgo. When you collect enough points, you can redeem them as either Nymgo credits or spend them on free SMSs (text messages).
Nymgo Applications
How can I use Nymgo on my Android Phone?
The Nymgo Android Phone application is free. Please go to http://www.nymgo.com, and then go to the 'Apps' section. Click on 'Android App'. Then simply follow the step by step instructions to download.
How can I use Nymgo on my iPhone?
The Nymgo iPhone application is free. Please go to http://www.nymgo.com, and then go to the 'Apps' section. Click on 'iPhone'. Then simply follow the step by step instructions to download.
How can I use Nymgo on my Windows PC?
The Nymgo Windows PC application is free. Please go to http://www.nymgo.com, and then go to the 'Apps' section. Click on 'PC'. Then simply follow the step by step instructions to download.
Account and profile settings
Can I delete my Nymgo account?
While there is no specific 'delete' function for Nymgo user accounts, all accounts expire after six months of total inactivity.
How can I change my password?
To change your password, just follow these steps:
1. Login to your Nymgo account
2. Click on “Change Password” in the “Me” section.
3. Enter your old password
4. Enter a new password
5. Confirm your new password
6. Click on the “update” button.
How can I change my profile settings?
To change your profile settings, just follow these steps:
1. Login to your Nymgo account
2. Click on “View/Edit profile” in the “Me” section.
3. Make whatever changes you need to
4. Click on the “Update” button.
How do I create a Nymgo account?
1.Go to: http://www.nymgo.com
2. Go to the “Join Now” page.
3. Enter your profile details.
• Remember, the boxes marked with an asterisk (*) must be completed.
• Make sure that you enter a valid email address.
4. One little word of warning: Once your username has been created, it can't be changed. So make sure you pick one you're happy with!

After that you can use your username and password to sign into Nymgo on your computer or mobile phone as well as any other compatible device like a tablet or something.
How can I transfer credits?
To transfer credits, just follow these simple steps:
1. Login to your Nymgo account
2. Click on “Transfer Credits” in the “My Credits” section.
3. Enter the recipient username, the amount to send and your password
4. Click the “send” button.
5. Lastly, you'll be asked to confirm your request
How can I update my profile info?
To change/update your profile info, just follow these simple steps:
1. Login to your Nymgo account
2. Click on “View/Edit profile” in the “Me” section.
3. Make whatever changes you want.
4. Click on the “Update” button.
And that's it.
What should I do if I forget my password?
1. Go to: http://www.nymgo.com
2. Click on “Forgot my password” on the main login page.
3. Then just follow the instructions. Enter your username and email address. But make sure you use the same email as the one you originally signed up with.
4. Click on the “Get password” button.
5. And that's it. You'll receive your password in your inbox almost immediatelly. Phew, technology's great isn't it?
What is credit transfer?
Credit transfer allows you to share your credits with your friends and family. Then they've got no excuse for not keeping in touch with you!
Where can I find my call history?
To find your call history, just follow these steps:
1. Login to your Nymgo account
2. Click on “View call history” in the “My Credits” section.
3. You can choose between viewing “all calls”, “successful calls” or “SMS”.
Privacy and Security
Where can I find Nymgo's Terms and Conditions?
You can find all the details about Nymgo's Terms and Conditions here: http://www.nymgo.com/en/nymgo/terms-conditions/
What is Nymgo's Privacy Policy?
Find Nymgo's privacy policy here: http://www.nymgo.com/en/nymgo/privacy-policy/
Social Media
Where can I find Nymgo on social media?
We're on Facebook, Twitter, G+ and YouTube. We want to make as many new friends out there as possible so please check us out and share in the piñata full of goodies and prizes.
Facebook
Join us on Facebook http://www.facebook.com/nymgo
Twitter
Follow us on Twitter https://twitter.com/nymgo
Nymgo Business
Can a business administrator delete or remove an account?
Yes, as an administrator you can remove a sub-account from your business account.
Can people with sub-accounts buy or transfer funds?
Sorry, no. You'd need to get the business administrator to do that.
How do I add people to my business account?
You can invite people to your business account using one of the following methods:
1. Create a new account directly
2. Invite existing Nymgo usernames
3. Send invitations to an email address
What is Nymgo Business?
Business accounts are designed to give a single administrator control over multiple sub accounts. So, for example, a business owner can open sub accounts for his or her employees letting them take advantage of Nymgo rates and call quality while still retaining control over allocating credit to each sub account. As a Business Account Administrator you can easily:
-Add credits to sub accounts
-Auto recharge a sub account when the balance drops below a specified threshold
-Get detailed reports on calls and balances
And if you're worried about security, well, stop worrying! We have developed a highly secure infrastructure using a proprietary network built around multiple tiers and high availability clusters to meet the highest industrial security standards. Cheap, high quality and very very secure: what's not to like?
Technical Issues
How can I use the Nymgo PC dialer in the UAE?
To use the Nymgo PC dialer in the UAE, please follow these steps:
1. Click on: http://download.cnet.com/Nymgo/3000-2349_4-10909688.html
2. Download the Nymgo application.
3. Once it's downloaded, right click on the Nymgo icon on your task bar.
4. Go to 'Settings' and under 'Network' click on the 'Force Firewall Bypass' check box.
5. You can then start the Nymgo dialer
How can I fix audio problems with the Nymgo dialer?
In order to configure your audio device, please follow these steps:

1. Right click on the Nymgo icon on the task bar.
2. Go to 'Settings'
3. Click on 'Nymgo Sounds'. There you can check the microphone and speakers levels.
4. Test them out and through trial and error you can find the best audio configuration for your particular setup.
Are you using a firewall?
Some firewalls block the Nymgo dialer's access to the internet. To fix this please either deactivate your firewall or make sure that it is configured to allow Nymgo to access the network.
Which Nymgo version am I using?
To find out which Nymgo version you are using, just right click on the Nymgo icon and choose 'About Nymgo'. Actually it's a good idea to check if you have the latest version. Upgrading may fix any little niggles you may be experiencing.
Why does my dialer keep crashing?
To fix this please go to:
C:/Users (your windows user name)/AppData/Roaming/Nymgo20120502-115733-99-123.dmp.
Then send this dump file to us at support@nymgo.com. Once we receive your dump file, someone from Nymgo customer support will get in touch with you as soon as possible to sort it out. Apologies in the meantime...
Why are my calls getting disconnected?
To fix this, first of all please make sure that you are using the latest Nymgo dialer version. If you have the latest Nymgo dialer version and the calls are still getting disconnected, please go to:
My computer --> control panel --> folder options --> 'view' tab --> under 'hidden files and folders' check 'show hidden files and folders'.
Click the start menu --> click on run --> then copy and paste the text below in the empty space and press enter:
C:Users\'your windows user name'\AppData\Local\Nymgo : nymgo-api.log.DATETIME-PID
EXAMPLE:nymgo-api.log-20130418-121558.4140
In the folder that opens, please copy the file named Nymgo (it's a text document).

Then send this log file as an attachment to us at: support@nymgo.com. Once we receive your log file, the guys at Nymgo customer support will get in touch with you as soon as possible to sort it out. Apologies in the meantime...