Frequently Asked Questions
Many frequently asked questions are answered in this section. If you don’t find the answer you were looking you can also call us 24/7 at 800-820-8210 or contact customer support through our Support Center.
General Questions
What is the GotVMail service and how can it help my business?
GotVMail's Virtual Phone System helps your small business sound more professional and stay connected. With a toll free or local number, multiple extensions, live call forwarding, music-on-hold, dial-by-name directory, and much more, your small business can function and appear like a Fortune 500 company. When callers dial your GotVMail toll free or local number, they will hear a custom main greeting giving them options from which to choose, i.e. "Thank you for calling ABC company, dial 1 for sales, 2 for support..."
Since each extension can forward to up to six phone numbers you can be reached on your home, office, mobile or VoIP phone. Assign extensions to each department or employee and let the find-me-follow-me functionality of call forwarding connect callers to the right employee. Give callers access to information such as product info, store hours or driving directions using Informational Extensions. Receive voicemail and faxes online or via email as audio or picture attachments. With GotVMail you can stay connected and sound more professional.
Does GotVMail require a contract?
GotVMail is a month-to-month service that does not require any long term contract. In addition, our 30-Day Money-Back Guarantee ensures you can try our service risk free.
How long does it take before I can use the service after signing up?
Generic toll free or local numbers: You will have your toll free or local number instantly and will receive emails with instructions on how to set up about 5-10 minutes after signing up. You can start setting up as soon as you have gone through the manual, and are ready with your greetings. In order to receive calls, you will need to record your main greeting and activate at least one of the extensions. This process usually takes less than 10 minutes.
Transferring Existing numbers: Your existing number will be transferred and assigned 7-14 business days after faxing us the transfer form for your number.
Vanity numbers: You will have your number reserved instantly but will not be able to use it for 5 business days while we finish the activation process.
Do I need to change my local and long distance carrier?
GotVMail’s Virtual Phone System does not require that you change any of your existing carriers. Only calls that are handled by GotVMail are billed to your GotVMail account. Your local and long distance carriers will continue to bill you for any service that they provide to you.
Can I have multiple toll free or local numbers on the same account?
You can add additional number to your account at any time. Each additional number is just $5 a month. Additional one-time fees may also apply depending on the type of number you are adding. For example, if you add a vanity number there is a one-time $30 fee.
Would GotVMail work with the existing extensions in my office?
GotVMail's PBX Connect Feature can be programmed to work with many PBX systems.
How long has GotVMail Communications been in business?
GotVMail was established in 2003 and has grown tremendously since then. To learn more about GotVMail visit our About Us page.
Can GotVMail be used as a standalone voicemail system whenever we don't answer the phone?
Yes, you can have your local phone company forward to your GotVMail number after a certain number of rings or when busy. So, a call to your existing local phone number would get transferred to your GotVMail toll free or local number and the caller would be able to leave messages for various extensions.
What are the different plans that you offer?
GotVMail offers 4 plans to suit the needs of any entrepreneur or small business. Our Silver Plan is $9.95 per month and comes with 5 extensions, 50 included minutes and an overage rate of 7.4 cents per minute. The Gold Plan includes 10 extensions, 250 included minutes and an overage rate of 6.8 cents per minute. The Platinum Plan comes with 20 extensions, 1000 included minutes and an overage rate of 5.8 cents per minute. The Executive Plan is packed with 100 extensions, 2000 minutes and our lowest per minute rate at just 4.8 cents per minute. In addition, the activation fee is waived for Executive Plan customers. Visit our Features and Pricing page to learn more about our plans.
Do you offer an affiliate program or customer referral bonuses?
Yes, as a GotVMail customer you receive one month’s credit on your account for every new customer you refer. To start referring just visit our Tell-a-Friend page to learn more. An affiliate program that pays monthly recurring commissions is also available for affiliates looking to partner with GotVMail. Visit our Affiliate page to learn more about GotVMail’s affiliate program.
Billing & Payment
Do I use minutes when I check my messages from a phone?
You are using minutes when you call in to check your messages or change settings. You can always use myGotVMail to check messages and change many settings online.
Can I pay by check or money order?
At this time GotVMail only accepts payment through credit or debit cards issued by Visa, MasterCard or American Express. A working card must remain on file for monthly billing purposes.
How will I receive my monthly statement?
Log in to myGotVMail.com to view all statements for your account. You can print or save these statements for reference. If you would like to receive monthly statements via email, please visit our Support Center and submit a ticket or contact Customer Support at 800-820-8210 and ask that your account be flagged for monthly notices. GotVMail does not send paper statements or invoices.
Is there a record of extension usage and incoming calls?
Detailed billing statements showing minute usage (inbound and transferred) and individual extension usage, including records of incoming call phone numbers are available online at myGotVMail.
Can I change my credit card information after I sign up?
Yes, you may update your billing information online via myGotVMail.com under the My Account section. You may also update your information with one of our 24-hour customer support representatives, by calling GotVMail at 800-820-8210
Is there a Money-Back Guarantee?
Yes, with our 30-Day Money-Back Guarantee if you decide to cancel within 30 days all charges will be refunded minus any minute usage charges.
Can I cancel at any time?
Yes, GotVMail is a month-to-month service that you may cancel at any time. There are no commitments or contracts and we offer a 30-Day Money-Guarantee.
What are the toll free rates?
Minutes are billed at a rate determined by your plan. For example, the Executive Plan includes 2000 minutes you can use with your GotVMail toll free or local number. If you exceed your included minutes, the overage rate on the Executive Plan is 4.8 cents per minute. Since each plan has a different overage rate visit our Features and Pricing page to view minute rates by plan.
How do I cancel my account?
To cancel your account you must open a Billing ticket through our Support Center. In order to protect our customers and to create a record of your request we do not process requests to cancel accounts via phone.
Minute Usage
Can I switch to a another plan after I sign up for GotVMail?
Yes, you can upgrade your plan or switch between plans at any time online via myGotVMail.com.
Do unused minutes roll over into the next month?
No, unused minutes do not carry over to the next month.
What if I go over my toll free minute plan? How will I be charged?
You will be charged the per-minute overage rate that applies for your plan. To view the minute rates for each plan please visit the Features and Pricing page. Each time you exceed your included plan minutes by an additional 1000 minutes we will charge your card to cover this amount of minutes.
Can I change my plan in the middle of my billing cycle?
You can change your plan at any time. If you change your plan in the middle of your billing cycle your bill will be prorated to reflect the change.
GotVMail Features
How many phone numbers can I GotVMail ring to try to reach me?
Every extension can ring up to six different phone numbers in the order of your preference. Callers will hear Music-on-Hold or your own customized on-hold commercial while your Virtual Phone System tries to locate you. You can even program the days and hours that each number is tried.
What is the Dial-by-Name directory?
The Dial-by-Name Directory allows callers to search for a person's extension using their first or last name. To access the Dial-by-Name Directory callers must press 8 from your main greeting.
What is the Voicemail and Fax Delivery feature?
Voicemail and Fax Delivery provides you access to your voicemails and faxes via email. Voicemails are sent as an MP3 or WAV files to as many as three email addresses per extension. Faxes are sent as picture attachments and can be saved to your computer as PDFs.
Can I have custom Music-on-Hold?
Yes you can use any music you like. You can also have different music on different extensions. You can even create a custom on-hold commercial mixing music with marketing messages for callers to hear while they wait. Uploading greetings, Music-on-Hold and on-hold commercials is easy at mygotvmail.com. If you choose to send us files to upload into your Virtual Phone System there is a one-time $25 fee. Please send all MP3 files by submitting a Voice Talent ticket and allow 2 business days for your files to be uploaded.
What is the Virtual Calling Card feature?
Each extension of your GotVMail account can also function as a calling card. Using your toll free or local number and PIN, you are able to make outgoing calls from any phone, anywhere in the country. This feature is also great when you want your GotVMail toll free or local number to appear on the caller ID of the person you have dialed. To begin using this powerful feature please submit a completed credit card authorization form.
What is VirtualFax?
With VirtualFax you can receive faxes on your toll free or local number and forward them to a fax machine or up to three email addresses per extension. VirtualFax makes it easy to save, view and store your received faxes on your computer.
What is Fax-on-Demand?
With Fax-on-Demand you can store important documents such as manuals and price sheets so that they may be requested by callers instantly and automatically. Callers can press 6 from the main menu to access the Fax-on-Demand menu.
1) You load fax documents for storage in your system by faxing the document from your fax machine.
2) Callers call from any telephone and provide their fax number and the appropriate document number.
3) A stored fax will be sent out to their fax machine within seconds, as part of the same call.
What is a Q&A Extension?
This type of extension can be used to ask callers a series of questions and then record and compile each answer into one voicemail. For example, you can record a set of 10 questions that the caller must answer. After each question is answered, the caller presses # and hears the next question. The answers are then consolidated into one voicemail. Q&A extensions are great for order taking and information gathering.
What options do I have when calls are forwarded to me?
When a call is forwarded to you have three options after picking up the line. Each option will be announced to you before you begin speaking with the caller. The first option is to press 1 to accept the call. Option 2 will send the caller to voicemail and option 3 will read the caller ID so you can determine whether you wan to take the call. If you have Call Screening selected for your extension you will have the callers recorded named played to you after you pick up the phone. If you have Direct Connect selected as the call forwarding option for your extension you will be connected to the caller as soon as you pick up.
How do Informational Extensions work?
Informational Extensions (formerly VMEs) are used to give callers more information about your company, your products and services using a menu tree of info-only extensions. There are three main Informational Extensions that can be activated on your account. Each of these three extensions has 5 sub-extensions, and each of those has 5 additional sub-extensions. Normally, pressing 1 from the Main Greeting will take the caller to extension 701; 2 to extension 702; and 3 to extension 703. However, if extension 1 is activated as an Informational Extension and extensions 2 and 3 are not, then pressing 1 will take callers to that Informational Extension and pressing 2 or 3 will take callers to extensions 702 and 703, respectively.
Do you offer rotational extensions? For example, if I have 5 sales reps on my team, can each get incoming calls randomly?
Yes, we can customize your system to handle rotational extensions. To activate this feature contact Customer Support
Toll Free & Local Numbers
Can I request a specific (vanity) phone number?
Yes, you can search for and reserve a vanity toll free number instantly online during signup. Activation takes 5 business days and a $30 one-time fee. If you have questions about vanity numbers you can submit a ticket or call Customer Support 24/7 at 1-800-820-8210.
Can I reserve a vanity number if it is available on another site?
The only sure way to reserve a number is by searching via throught GotVMail as we have access to the national toll free database. If you use another website to search for a number, that number may then be unavailable to us.
Can I ask for a list of available numbers?
Unfortunately, a list of all available numbers would be too large to distribute and, since the list changes constantly, outdated within moments of being distributed. GotVMail cannot distribute lists of available numbers because customers have no way of reserving them ahead of time to confirm availability.
Customers may, however, ask for a search based on broad criteria; for example, a search can be performed if a customer asks for the number to include a specific word combination and a small list of variations can be compiled.
How long does it take to get my vanity number up and running?
It will take 5 business days for a vanity number to be activated. Please allow this time to elapse and make sure the number is working before publishing your vanity number.
Can I request a vanity number with a local prefix?
No, there are no vanity numbers with local prefixes available.
Can I transfer my existing toll free number to your service?
Yes you can. We can arrange to have your existing toll free number transferred to us so you can enjoy our services.
When ordering, select the transfer option. We will email you a form to start the transfer process. This process usually takes 7-14 business days, depending on your existing provider. In the meantime, we will provide you with a temporary number so that you may begin setting up your system and recording greetings.
There is a one-time $30 handling fee for number transfers. Please remember, you are only changing service providers, you will still retain ownership of your number.
What is the fee for transferring a toll free number?
Up to 3 numbers transferred from the same carrier is $30. Each additional set of up to three from the same carrier is another $30.
Example: 6 numbers from the same carrier will be $60 (two sets x $30=$60)
For those transferring multiple numbers from different carriers, the charge will be $30 per set of three from each respective carrier.
Example: If you're transferring from Carrier A and Carrier B, pricing will follow the same structure outlined above ($30 per batch of three from each carrier)
Can my GotVMail number forward to other countries?
Yes, International Call Forwarding is available. A credit card authorization form has to be on file for this feature to be activated. Click here to view rates.
I have callers from overseas who can’t always dial toll free. Can I also get a local number?
Yes, each plan includes either one local number or one toll free number. You can add a local number to any account for an additional $5 monthly fee.
Can I use my existing local number with GotVMail?
While we cannot currently port your existing local number, you can have your local phone company forward your existing local number to your GotVMail toll free or local number. Please be sure they forward and release the call.
Do I own the toll free number or does GotVMail?
Once a toll free number has been assigned to you, you will have ownership of it. If you decide to change service providers, you must have the toll free number transferred before canceling your service.
Are 888, 877 and 866 prefixes the same as 800?
Yes, they are all toll free prefixes and work exactly the same way.
Can a toll free number have "123" as the middle three digits?
Unfortunately, the middle three numbers in a toll free number cannot begin with the number "1." For example, any searches for 8xx-123-xxxx will not be able to be performed (or any variation on that such as 8xx-133, 8xx-130, etc.)
Can I buy a number from another company and use it with GotVMail?
With the number of people requiring a vanity number higher than ever, securing a good vanity number is becoming more difficult than ever.
There are companies on the Internet that will sell you a very desirable toll free number, but this practice is not sanctioned by the FCC. You may buy these numbers, but do so at your own risk.
As always, you can transfer any toll free number to GotVMail, but **please allow 7-14 business days for transferring**. The number will not be transferred before all of the necessary paperwork is submitted and verified complete.
Who will bill me after my number is transferred to you?
GotVMail will bill you following the complete transfer of your toll free number from another carrier.
Do NOT cancel your account with the carrier from which you are transferring your number until your number is ringing through your GotVMail account!
Can I transfer my number to another carrier?
You are able to transfer your toll free number at any time if your account is in good standing. We ask customers not to cancel their account with us until you have confirmation from the new carrier that the transfer is complete. We cannot transfer local number into or out of your GotVMail account at this time.
Please refer to term H on our terms and conditions for more detailed information.
Voicemails & Extensions
How long can incoming/outgoing messages be?
Outgoing messages can be as long as you want them to be. There is no maximum time restriction.
Incoming messages (not live callers) are limited to 2 minutes. This is done to prevent an accidental (or intended) misuse of your GotVMail account. This length can be customized to your needs. A live phone conversation has no time limit.
How will I be notified when I have a message?
GotVMail can page you or notify you with a phone call when you have messages. The Voicemail and Fax Delivery feature allows for notifications via email or text message as well.
How many messages can be stored and for how long?
While we can store an unlimited number of messages, messages are saved for only 30 days. You can save your voicemails to your computer or ask about Archived if you would like to save messages beyone 30 days.
Can the administrator override voicemail passwords?
Yes, as the administrator you can update passwords and access all extensions.
Can I use GotVMail only as a voicemail on an existing line?
Yes, you can have your existing phone company forward your local number to your toll free number after a certain amount of rings or when busy. So, a caller calling your local phone number will get transferred to your toll free voicemail system automatically and be able to leave messages for various extensions.
Would I still be able to use an existing voicemail with GotVMail?
If you would like the caller to leave the message on your existing voicemail system, you would have to set the number as a Direct Connect call forward.
Greetings
How are greetings recorded?
Customers can record their own greetings via telephone or use the GotVMail Voice Studio to create professional messages. You can visit the Quick Setup guide to get started. You can also upload your own MP3
Can I upload my own greetings?
Yes, you can upload greetings, music-on-hold and on-hold commercials at mygotvmail.com for free. If you send us your audio file(s) to upload into your system there is a one-time $25 charge to upload files. This fee applies to both music and greetings. Please send all MP3 files by submitting a Voice Talent ticket and allow 2 business days for your files to be uploaded.
Can I have my own commercial for Music-on-Hold?
Yes, our Voice Studio can create a full production audio recording combining your script and music together. You submit this request this by visiting http://gotvmail.com/voice. If you want to use a specific song with your commercial please reply to the confirmation email you will receive after submitting the script with your music file in MP3 format. You can also send the file(s) with your account number and instructions by submitting a Voice Talent ticket.
How long can a greeting be?
You can record a greeting of any length, keeping in mind that every time a caller dials in and listens to the message, it counts toward your total monthly minute usage.
