FAQs

Q: IF I DO NOT HAVE THE APP, HOW DO I USE THE DIGICEL ONLINE TOP UP WEBSITE FROM MY MOBILE?

A: In your mobile browser enter: https://online-top-up.digicelgroup.com or www.digiceltopup.com or www.digicelinternational.com , this will automatically redirect you to our mobile optimized website. Please remember to bookmark this page for easy access when topping up via the mobile site.

CREATING AND MANAGING YOUR ACCOUNT

Q: How do I create a Digicel Online Top Up account?

A: To create an account, follow these simple steps:

• Select the Log In button at the top of the screen
• Then click on Sign Up by entering your email address and password OR select to sign up by entering your Facebook or google account sign on information
• Then click on the Sign Up button below to complete the process

Once completed, you will be automatically signed in.

Enter your order details e.g. the recipient’s country, the recipient’s number and the top up amount

Select PAY & CHECKOUT and complete your order by entering your card payment details.

Your Top Up is sent instantly to the mobile phone!

Q: Why Is My Email Address Required To Register And Use The Service?

A: Your email address is used as a part of the Customer Care and identification processes, so that you can be contacted if there are any difficulties using the service. You are also required to have a valid email address in order to receive confirmation emails on your transactions.

Q: What Is Needed To Use Digicel Online Top Up?

A: Customers will need:

A valid email address or social media account e.g.: Google or Facebook

An active Digicel Online Top Up account.

An active prepaid Digicel number

A valid credit card or debit card (MasterCard, VISA)

Q: I Didn’t Receive My Transaction Confirmation Email - What Do I Do?

A: Please check your junk email or spam filter

Please check that you have used a valid email address. If not, please register again using a valid email address

Contact Customer Care at onlinetopup_cc@digicelgroup.com.

Q: How Do I View My Account History?

A: You may view your account history when logged in by clicking on your user name in the top right hand corner of the screen and selecting History from the drop down menu

Q: Can I Delete My Account History?

A: No. The account history cannot be deleted. This provides an important record of your past transactions on the Digicel Online Top Up website.

Q: How Do I View/Edit My Contacts?

A: Log in and click the down arrow next to your username - you will see a Contacts option. Here you will see all numbers you have sent credit or a prepaid plan to. You may assign names to each contact here or add new contacts. To view your contacts when doing a transaction on via the website, please click the icon with the down arrow that is located to the right of the text box used to enter a phone number (You will see this after you have logged in only).

Q: Can I Reset My Password?

A: Yes, on the Log In page please use the link Help! I have forgotten my password to reset your password.

CREDIT CARD AND PAYMENT DETAILS

Q: What payment methods are accepted?

A: The following payment methods are accepted:

VISA Credit cards

VISA Debit cards

VISA Electron cards

MasterCard Credit cards

MasterCard Debit cards

Maestro Card

NCB Key Cards

American Express

PayPal - This is accepted for select currencies

Discover

Diners

Q: Do I Have To Enter My Credit Card Information Each Time I Do A Top Up?

A: It is not necessary to enter your card details each time you use the website or the Top up App. If you wish to save your cards details, please tick on the 'save card' box as you complete your payment details. This is safe and secure.

Q: How Do I Remove My Stored Credit Card?

A: You may access the Top Up website (using a mobile device or your desktop) and log into your Digicel Top Up account. Proceed with the transaction as usual by entering the telephone number and the top up amount then select “Pay and Checkout”. Once on the Pay & Checkout page, your stored card will be displayed right below Select a Payment Method. Simply, click the Delete option beside the card to remove it from the account. The option to remove your stored card is not available on the App and must be done from the Top Up website.

Q: What Currency Can Payment Be Made In?

A: Payment can be made in your local currency. You may edit the billing currency when you are on the Pay & Checkout page by selecting an option from the drop down menu on the Order Details panel to the bottom right of page.

Q: What Is The Exchange Rate When Purchasing Minutes?

A: Exchange rates fluctuate daily and are automatically updated to reflect these changes. The website or the Top up App will state the total amount the recipient will receive before you submit the transaction.

Q: Is Tax Added To The Purchases?

A: Sales or Value Added Taxes are applied to purchases according to the Digicel country that receives the top up. The value top up received is minus the tax amount.

Q: Is There A Charge For Using The Digicel Online Top Up Site?

A: There are no transaction fees charged for transacting with Digicel Top Up, however please check with your respective banks as some may charge a banking fee.

Q: Do I Receive Some Form Of Receipt For My Transaction?

A: Once the transaction is successful you will receive the following forms of confirmation:

A summary is presented on screen at the end of the transaction

A confirmation email with a receipt for your transaction is sent to your email account.

You can view a record of the transaction in the history tab in your online top up account

The recipient will receive a text message confirming the top up received to their mobile phone

VERIFYING A TRANSACTION AND MOBILE NUMBER

Q: Is There A Way To Verify The Amount The Topped Up Number Will Receive?

A: Transaction amount received can be validated several ways:

The value that will be received by your recipient is displayed when a top up amount or a Plan is selected. Can be viewed from the History tab when logged in to your account.

The recipient will receive a text messaging confirming the amount of credit and bonus credit (when applicable) that is received.

If a Plan is purchased, the recipient will receive a text messaging advising on how to check the balance(s).

The transaction value can also be verified from the confirmation email that is sent to your registered email address.

BONUS MINUTES AND REWARDS

Q: If promotion bonuses are being awarded for other top up promotions will this be offered also for Digicel Online Top Ups?

A: Digicel Online Top Ups are usually treated as a regular top up, so most promotional offerings apply. We recommend that the Terms and Conditions for specific promotions are reviewed to confirm qualification from topping Online or via the Digicel Top up App.

Q: What is the time allotted to use bonus minutes?

A: This varies for each country and ranges from 2 to 10 days. Please select the Read More link on the Promotions box, then select All Markets Bonus Offers for the bonus expiry for your specific country.

Q: How do I check my bonus minutes (credit) balance?

A: This varies for each country and is accessed by dialing a short code. Please select the Read More link on the Promotions box, then select All Markets Bonus Offers to view the short code that applies to your country.

Verifying a Transaction and Mobile Number

Q: Why Has My Top Up Failed?

A: Here are the main reasons why your Top Up may fail:

• Your bank may have declined the payment
• Your browser may be preventing you from completing the transaction. In this case, please clear your cache and browser history and try again. You may also try using another browser type or the Top Up App.
• There may have been a problem processing the transaction. In this case, please contact Customer Care using the Live Chat option available from the Top up Page or via email at onlinetopup_cc@digicelgroup.com.
• You have hit a limit on number of transactions.
• The recipient number is invalid

Q: What Happens If I Enter The Wrong Telephone Number?

A: The system verifies the validity of each number that is entered and will return a message advising whether or not the Top Up can be completed. If a top up or a Plan is sent to an incorrect number, Digicel will be unable to provide a rebate as transactions are sent instantly and available immediately for use. We recommend that each transaction be reviewed before finalizing payment.

Q: What If The Recipient Number I Entered Is Not Working?

A: Please check that the number you have entered is a Digicel prepaid number. If you are attempting to top up a Digicel number that is registered as a postpaid phone or one that is registered to another network, you will see the following message “Your order cannot be created. Please try again”.

AUTOMATIC & FINGERTIP TOP UP

Q: What is Automatic Top Up?

A: Automatic top up is a free service that allows you to complete a one-time set up to schedule future top ups for a specific date and time. These top ups may be scheduled to repeat daily, weekly or monthly and can be cancelled at any time.

Q: How do I schedule an automatic top up?

A: Firstly, you will need to have your credit card information stored to allow charges for scheduled top ups. If your credit card is not stored you will be required to complete a top up and ensure that you choose to save your credit card when entering your payment details. When complete:

• Proceed to "Top Up Methods" on the main menu
• Select Automatic
• Select Add New then complete the form displayed. You will be required to assign a name to this automated top up, enter the phone number that will be receiving the top up, top up amount, and your desired frequency
• When finished please click SAVE.

Please note, the service cannot be used with PayPal, AmEx or NCB Keycard.

Q: How do I cancel a scheduled automatic top up?

A: To cancel your scheduled top ups, log into your account then go to Top Up methods and select Automatic. All automated top ups that have been set up on your account will be displayed. Below each of these you will see a delete link, please click this link to cancel any future automated top ups.

Q: What is Fingertip Top Up?

A: The Fingertip Top Up feature enables you to quickly send top ups via your mobile phone from any location, at any time to any Digicel prepaid phone.

Q: How do I use Fingertip Top Up?

A: Like Automatic Top Up, you will need to have your credit card information stored to allow charges for Fingertip top ups. If your credit card is not stored you will be required to complete a top up and ensure that you choose to save your credit card when entering your payment details. When complete:

• Proceed to "Top Up Methods" on the main menu
• Select "Fingertip"
• You may then follow the instructions on the screen.
• You will receive a 3 digit service code as well as a 5 digit Fingertip password token (which you may change at any time).

To complete a Fingertip top up from your phone you will use your 3 digit service code, 5 digit password token, short code (which represents the top up amounts available on Digicel Online) and the area code + phone number (not needed if you are topping up your own phone). The below is an example of what you would dial from our mobile to complete a fingertip top up.

*123*12345*600*1876000000#

Please note, the service cannot be used with PayPal, AMEX or NCB Keycard.

Q: How do I cancel my Fingertip Top Up service?

A: To cancel your Fingertip service, log into your account then go to Top Up methods and select Fingertip. Your Fingertip Top Up details will be displayed here and you may click the delete link at the end of the page to cancel the service.

Q: Do I need to save my credit card to use Automatic and Fingertip services?

A: You must have completed a transaction on the Digicel Online Top Up website or via the Digicel Top up App and stored your Visa, MasterCard, Diners or Discover card to use Automatic and Fingertip services.

SECURITY AND PRIVACY

Q: Is my email address and credit card safe?

A: Digicel does not share any customers email address with third parties. We will only use your email address to send information on online offers and you are free to opt-out from these emails at any time. All information transmitted is done through secure protocols (SSL - Secure Socket Layer); one of the most widely used and safest security protocols available on the web - you will see it used at all leading sites. When completing a transaction, Digicel does not store your credit card information. All sensitive information is held by our payment processor who keeps this data secure to the stringent requirements of the Visa and Mastercard compliance teams, which includes PCI compliance.

For more information on security and privacy policies of our website please click here

Q: Why am I required to agree to your terms and conditions?

A: This is a part of the policy to protect your privacy and security and the terms of service is used to protect your rights.

DIASPORA ONLINE PREPAID PLANS

Q: What are Diaspora Prepaid Plans?

A: Diaspora Prepaid Plans provide Digicel customers with specific bundled plans for local on-net calls, off- net calls, international calls, data service and text messages. Once purchased, the Plan will be automatically activated on the recipient’s account. Plans cannot be refunded or transferred; all sales are final.

ANGUILLA PREPAID PLANS

Q: How does the Diaspora Prepaid Plan works?

A: Customers are now able to purchase Prepaid Plans via www.digiceltopup.com , www.digicelinternational.com and the Digicel International App for any prepaid number in Anguilla.

Once purchased, the bundle will be automatically activated on the recipient’s account. Plans will auto-renew once credit is available on the customers mobile account. Customer will get the option to opt out 24 hours before the plan auto renews.

Q: Can Plans Be Used While Roaming?

A: Plans are not applicable for use while roaming; plans can only be used while in Anguilla.

Q: Can I Activate Multiple Plans Simultaneously?

A: No, only one data plan can be active at any given period.

Once the current plan expires, customer may dial *141# and select Manage Account to change to any other data plan.

Q: Can The Plans Be Changed?

A: Yes, every plan can be upgraded to a plan of more value – e.g. a 14 Day 1GB plan can be upgraded to a 14 Day 1GB plan. Plans cannot be downgraded.

Q: How Do I Check My Available Bundle?

A: You may check your remaining data balance by dialing *120*131#. You can also view your balance in the MyDigicel app or by dialing *141# and selecting Manage Account.

Q: What If The Data Allowance Is Exhausted?

A: You may continue to browse at EC$ 0.41 per MB or purchase additional data. Additional data can be purchased via MyDigicel App or by dialing *141# and selecting Manage Plan.

ANTIGUA PREPAID PLANS

Q: How does the Diaspora Prepaid Plan work?

A: Customers are now able to purchase prepaid Plans via www.digiceltopup.com, the Digicel Top up App and from Digicel branded retail stores in the US, Canada and the UK for any prepaid number in Antigua & Barbuda.

Q: Can plans be used while roaming?

A: No, Plans are not applicable for use while roaming; Plans can only be used while in Antigua & Barbuda.

Q: Can I activate multiple Plans simultaneously?

A: Yes, customers are allowed to activate more than one Plan simultaneously but activation of the same Plan twice is not allowed. If a customer is attempting to activate the same Plan, an error message will be displayed. Error: Your order could not be created.

Q: How do I check my available bundle?

A: Customers may dial *141#, select 2 and then 4 to view data balance.

Q: What if my data allowance is exhausted?

A: If your data allowance is exhausted before the expiry date, you will be charged EC$ 0.31 to continue browsing.

BARBADOS PREPAID PLANS

Q: How does the Diaspora Prepaid Plan works?

A: Customers are now able to purchase prepaid Plans via www.digiceltopup.com , www.digicelinternational.com, the Digicel International App and from Digicel branded retail stores in the US, Canada and the UK for any prepaid number in Barbados.

Q: Can Plans Be Used While Roaming?

A: No. Plans are not applicable for use while roaming; plans can only be used while in Barbados.

Q: Can I Activate Multiple Plans Simultaneously?

A: Customers would not be able to move from a 2G data plan to a 4G data plan; an error will be received. (Your order could not be created)

Customers would not be able to move from a 4G data plan to a 2G data plan; an error will be received. (Your order could not be created)

Customers can move from a 4G data plan to another 4G data plan. The first plan will be deactivated and the new one made active.

Q: How Do I Check My Available Data Balance?

A: Customers may dial *153# to view their data balance.

Q: How Do I Check My Available Minutes On Digi Talk, Text & Surf?

A: Customers may use the codes below to view their available minutes:

Users of Blackberry devices - *140*10#

Users of Non Blackberry - *141*10#

BVI ALL IN PREPAID PLANS

Q: How Does The Diaspora Prepaid Plan Works?

A: Customers are now able to purchase prepaid Plans via www.digiceltopup.com , www.digicelinternational.com and the Digicel International App for any prepaid number in BVI.

Digicel ALL IN allows you to choose the amount of data, talk and text you would like in an all-inclusive plan.

• A 4G data allocation for the duration of your plan
• Calls to 26 international destinations.
• Worldwide text messages.

Once purchased, the Plan will be automatically activated on the recipient’s account. Plan will auto-renew once credit is available on the customer’s mobile account. Once plan is auto-renewed it cannot be cancelled. Customer will get the option to opt out 24 hours before the plan auto renews. Customers may opt out by dialing *284#, select 6 (Manage Your Plan) and then select 2 (Opt Out).

Q: Can Plans Be Used While Roaming?

A: No. Plans are not applicable for use while roaming; plans can only be used while in BVI.

Q: What is included in my ALL IN Plans?

A: ALL IN Plans include calls to:

• Any number in: BVI, USA, USVI & CANADA
• Digicel numbers in: Anguilla, Antigua, Aruba, Barbados, Bermuda, Bonaire, Cayman, Curacao, Dominica, FWI (Martinique, Guadeloupe, French Guiana, St. Martin) Grenada, Montserrat, St. Kitts & Nevis, St. Lucia, St. Vincent & the Grenadines, Suriname, Trinidad and Tobago and Turks and Caicos.
• Fixed line numbers in the UK.
• SMS is applicable to cell numbers everywhere.

Q: Can I Activate Multiple Plans Simultaneously?

A: You will NOT be able to activate an ALL IN plan if the recipient already has a regular data plan or an existing ALL IN plan active. You will need to wait until the data plan expires in order to activate an ALL IN plan. Purchasing same will deactivate your existing prepaid plan as both will not work simultaneously.

Q: How Do I Check My Available Bundle?

A: Customers may dial *284# and choose the option Manage Account to find out how many minutes, text messages and data they have remaining.

Recipients will receive a notification from Digicel when the last 50MB & 10MB of data is remaining.

Q: What If I Exhaust My Data Allowance?

A: The regular prepaid rate of $0.20 per MB will be charged once data allotment is exhausted.

CAYMAN PREPAID PLANS

Q: How does the Diaspora Prepaid plan works?

A: The Cayman Prepaid plans allow customers to purchase data plans via www.digiceltopup.com , digicelinternational.com, the Digicel International App and from Digicel branded retail stores in USA, Canada and the UK. Plans are not compatible with Blackberry devices.

Q: Can Plans Be Used While Roaming?

A: No. Plans are valid for use while in Cayman and cannot be used while roaming.

Q: Will my Megabytes rollover?

A: Yes, if the data allotment from your current Plan is not exhausted and a new Plan is bought before the expiry date, the balance remaining from your old plan will be added to the new purchase.

Q: Will the unused data from my current Plan rollover if my Plan is changed?

A: Yes. Unused balance will rollover up to the value of the new Plan.

Q: How do I check my available bundle?

A: Data balance can be checked via the MyDigicel App and by dialing *135#.

Q: Which countries am I able to call?

A: Please see below the list of all countries that can be called using the Plans. Countries marked by an asterisk (*) indicate that only Digicel numbers can be called:

Countries

Angola

Dominican Republic

Kuwait

Singapore

Anguilla*

Egypt

Laos

Slovakia

Argentina

El Salvador*

Latvia

Slovenia

Aruba*

Estonia

Liechtenstein

South Korea

Australia

Finland

Luxembourg

Spain

Austria

France

Malaysia

Sri Lanka

Bahrain

French Guiana

Malta

St. Kitts and Nevis*

Bangladesh

Georgia

Martinique*

St. Lucia*

Barbados*

Germany

Mauritius

St. Vincent*

Belgium

Greece

Mexico

Suriname*

Bermuda*

Grenada*

Monaco

Sweden

Bonaire*

Guadeloupe*

Mongolia

Switzerland

British Virgin Islands*

Guam

Netherlands

Taiwan

Bulgaria

Guatemala

Netherlands Antilles

Thailand

Canada

Hong Kong

New Zealand

Trinidad and Tobago*

Chile

Hungary

Nigeria

Turkey

China

India

Norway

Turks and Caicos*

Colombia

Indonesia

Pakistan

United Kingdom

Costa Rica

Ireland

Panama*

USA

Croatia

Israel

Paraguay

US Virgin Islands

Curacao*

Italy

Philippines

Uzbekistan

Cyprus

Jamaica

Poland

Venezuela

Czech Republic

Japan

Portugal

Vietnam

Denmark

Jordan

Romania

Yemen

Dominica*

Kenya

Saudi Arabia

Zambia

Q; Can I activate multiple Plans simultaneously?

A: Yes, multiple Plans can be activated simultaneously.

Q: Will unused minutes associated with Local & World Plans rollover if the Plans are renewed before the expiry dates?

A: Yes. Minutes will rollover once renewed before the expiry date.

Q: How do I check my available minutes on Digi Talk, Text & Surf?

A: Dial *135*3*3# send for Local Plan balance.

Dial *135*2*3# send for World Plan balance.

Q: Will the unused minutes for the Local & World Plan rollover if the customer changes the plan?

A: Yes. Minutes do rollover up to the value of the new Plan.

Q: What happens after I use all the minutes on Local & World Plans before the plans end?

A: The Plan can be renewed immediately.

Q: What is the cost to purchase additional minutes on Local & World Plans?

A: The cost for additional minutes is the same as activating a new Plan. Note: The cost for the additional minutes purchased and the number of minutes received will be the same as received when activating the plan.

Q: Will the customer get additional days after purchasing additional minutes?

A: Yes. The Plan date will be extended by the same amount of days the plan was created for.

Q: How do I opt out of Auto renewal?

A: In order to opt out of auto renewal, dial *135# and select option 3 for Local Plans and then option 4. You can also cancel the auto renewal in MyDigicel app and using the USSD code received in the Plan confirmation message.

Q: Can I opt into auto renew if I already opted out?

A: No, once you select the option to cancel auto renew on your active plan you will be required to activate another plan for the auto renew to be activated.

DOMINICA PREPAID PLANS

Q: How does the Diaspora Prepaid Plan works?

A: Customers are now able to purchase prepaid Plans via "www.digiceltopup.com and the Digicel Top up App for any prepaid number in Dominica.

Plans will auto-renew once credit is available on the customer’s mobile account. Customer will get the option to opt out 24 hours before the plan auto renews. You may opt out by dialing *140#, select 4 (Manage Your Plan) and then select 2 (Cancel Auto Renew).

Q: Can Plans Be Used While Roaming?

A: No. Plans are not applicable for use while roaming; plans can only be used while in Dominica.

Q: Can I activate multiple Plans simultaneously?

A: No, only one data plan can be activated at any given period.

Q: Can the plans be changed?

A: Yes. Once plan expires, the customer can dial *140# to change to any other data plan of choice.

Q: What If I Exhaust My Data Allowance?

A: Customer can activate a new plan at any time while plan is active by dialing *140#. Any remaining Megabytes from the previous plan will be added to the new activation.

EL SALVADOR PREPAID PLANS

Q: How does the Diaspora Prepaid Plan works?

A: Customers may now purchase Plans for prepaid numbers in El Salvador via www.digicel.com.sv, the Digicel Top up App and from Digicel retail stores in the USA.

Q: Can plans be used while roaming?

A: No. Plans cannot be used while roaming.

Q: Will Unused Megabytes Roll Over?

A: No. Unused portion from your subscriptions do NOT roll over.

Q: How Do I Check My Available Bundle?

A: Customers may check the Plan minutes & data bundle by dialing *444#.

Q: Can I Purchase Additional Megabytes For My Existing Plan?

A: Customers may purchase the Plan multiple times per month. Expiry Date will be extended to the new date of the last subscription.

GRENADA PREPAID PLANS

Q: How does the Diaspora Prepaid Plan works?

A: Customers are now able to purchase data plans via www.digiceltopup.com , www.Digicelinternational.com, the Digicel International App and from Digicel branded retail stores in USA, Canada and the UK. Plans are not compatible with Blackberry devices.

Q: Can Plans Be Used While Roaming?

A: No. Plans are valid for use while in Grenada and cannot be used while roaming.

Q: Will Unused Megabytes Rollover?

A: No. Unused portion of megabytes from your Plan subscription do NOT roll over.

Q: How Do I Check My Available Bundle?

A: Customers may check the data bundle by dialing *140# send and select option 8 (my balance) and follow the prompt.

GUYANA PREPAID PLANS

Q: How Does The Diaspora Prepaid Plan Works?

A: The Guyana Prepaid plans allow customers to purchase data plans via www.digiceltopup.com , www.digicelinternational.com  and the Digicel International App. The plans can also be purchased at Digicel branded retail stores in USA, Canada and UK. Plans are not compatible with Blackberry devices.

Q: Can Plans Be Used While Roaming?

A: No. Diaspora Prepaid plans are valid for use while in Guyana and cannot be used while roaming.

 Q: Can I Activate Multiple Plans Simultaneously?

A: No. Customers cannot activate/purchase two plans simultaneously. The customer will receive an error message “Your order could not be created, please try again” if an attempt is made.

• Customers will have the option to upgrade from a 2G plan to a 4G plan. All remaining MB on the 2G plan will be added to the 4G plan.
• To move from a 4G plan to a 2G plan, customers will need to deactivate the existing 4G plan then activate a 2G plan.
• To move from a 4G plan to another 4G plan, customers will need to deactivate the existing 4G plan then activate a new 4G plan.

Q: Can I Purchase Additional Megabytes For My Existing Plan?

A: Add-on plans cannot be purchased online. Customers must have the required credit to activate the plan from the phone. If additional data is required, a subscriber can activate an add-on by dialing *136# and select the number for the corresponding plan.

Q: Will Unused Megabytes Roll Over?

A: Unused bundles will roll over once the plan is automatically renewed. Plans will be automatically renewed once there is sufficient credit on the recipient’s account. The recipient will receive a notification from Digicel when the last 50% MB and over remains.

HAITI PREPAID PLANS

Q: What are the Stay Connected / GWO LO Plans?

A: These plans are the best combination of calls and data to keep you connected longer with your loved ones. They come in Small (7 days), Medium (15 days) & Large (30 days) packages.

Q: Where can I purchase these plans?

A: These plans can be purchased locally in Haiti from the Digicel website or internationally from the USA/Canadavia www. online-top-up.digicelgroup.com/en-HT/prepaidplans/or www.digicelinternational.com

Q: What Happens If You Purchase A Plan Locally?

A: If you purchase the plan locally you receive:

Unlimited local calls Digi-Digi

Data allowance

Data Night bonus (11pm to 6am)

Q: What Happens If You Receive These Plans From Abroad?

A: If you receive the plan from abroad you will receive:

Unlimited local calls Digi-Digi

Unlimited International Calls to 1 USA/CAN number or Magic number

Unlimited WhatsApp

Data allowance

Data Night bonus (11pm to 6am)

Q: What is an International Magic number?

A: Digicel International Magic number is an International feature that is included in all the Data + Unlimited Talk plans purchased from abroad (USA and Canada) on behalf of a Digicel Prepaid customer. The Digicel Haiti customer will be given the opportunity to select a Magic number from (USA or Canada) and enjoy UNLIMITED international calls back to that number for the duration of the plan.

Q: Who can use the International Magic number?

A: The feature is available to all Digicel prepaid customers once they receive a plan internationally from the USA or Canada

Q: How do I activate my International Magic number?

A: Upon confirmation that a plan was received from abroad, you (the Digicel Haiti customer) will be sent an SMS asking you to configure your International Magic number. Digicel Prepaid customer shall dial *509*1# to add the International Magic number and the other steps are listed below:

Step 1: Dial *509*1#

Step 2: Introduce your Intl’ Magic number.

Step 3: Confirm your activation.

Step 4: You will receive a notification Message that your International Magic number is active.

Step 5: Enjoy UNLIMITED calls to your International Magic number

Q: Do I receive a notification that my International Magic number is active?

A: Yes. You will receive a text message when your International Magic number is active and also the expiration date.

Q: How does International Magic number work?

A: Customers who have received the plan and configure the International Magic number are allowed to call this specific number any time during the plan validation without any extra charges.

Q: Can I modify my International Magic number?

A: No, you won’t be able to change your International Magic number while you are on the same active plan, however, if you receive a new plan you will be asked to configure a new International Magic number.

Q: Can I have more than one Active International Magic number?

No, at any given time during your plan validity, you will not be able to have more than one (1) International Magic number. In case you receive several plans, only 1 International Magic number can be configured.

What happens if I call to destinations that do not apply to my International Magic number?

You´ll be charged with the PayGo rate applicable to the destination.

Q: Do I receive a reminder of the expiry time when using any Plan that includes International Magic number?

A: Yes. Customers will receive 1 notification message reminding that the plan has expired.

Q: What can I do with my Diaspora plan with Unlimited WhatsApp?

A: Digicel will be giving prepaid customers the opportunity to enjoy Unlimited WhatsApp Messaging and Voice and Video calls with any Diaspora plan. Unlimited WhatsApp will be available during the Diaspora plan activation period.

Q: Am I able to use my Diaspora plan with Unlimited WhatsApp while roaming?

A: No. Unfortunately if you activate any Diaspora plan with Unlimited WhatsApp and you travel outside of your country (roaming) you will be on standard data roaming charges.

Q: Will I be able to activate the Diaspora plan with unlimited WhatsApp with a Blackberry device?

A: Yes. The Unlimited WhatsApp Messaging and Voice Plan is available to users of both Blackberry and Non-Blackberry devices.

Q: How do I check my credit balance or my plan?

A: Customers may check their credit balance by visiting a.mydigicel.net then navigating to the Account & Balances screen. They can also access it by dialing *120*1#.

JAMAICA PREPAID PLANS

Q: What are Jamaica’s Stay Connected Plans?

A: Stay Connected Plans are our newest suite of value packed data and talk plans available for purchase by family and friends from the United States, Canada and the United Kingdom (“Diaspora customers”) via Diaspora Online and/or Retail stores whereby designated Prepaid customers in Jamaica (“Prepaid users”) are able to benefit from the purchase for usage in Jamaica. They comprise three bundles/plans with differing durations, namely, the 7 day, 14 day and 28 day duration plans. Purchase a stay connected plan and give prepaid customers in Jamaica unlimited Digicel talk, anytime data with a night-time bonus, unlimited WhatsApp and one free Magic number. Stay Connected Plans come in convenient sizes - Small, Medium and Large - with up to 8GB of data, so you can choose the size that best fits your friends’ or family’s needs.

Q: How many Stay Connected Plans can I choose from?

A: There are three (3) plans to choose from in convenient Small, Medium and Large sizes.

Q: Who can purchase a Stay Connected Plan?

A: Diaspora customers can purchase any Stay Connected Plan via https://online-top-up.digicelgroup.com/en-JM/prepaidplans/ , www.digicelinternational.com  or at any Digicel authorized Diaspora Retail outlets located in the below regions**. These plans are only available for purchase by Diaspora customers living in the **United States, United Kingdom and Canada for use by Digicel prepaid customers living in Jamaica.

Q: Who can benefit from the new Stay Connected Plans?

A: All Digicel prepaid customers living in Jamaica can enjoy the value and convenience of our new Stay Connected Plans. Plans will only be visible for purchase to customers living in the United States, Canada or United Kingdom for the benefit of prepaid customers living in Jamaica.

Q: Do Stay Connected Plans auto-renew?

A: No, Once your Stay Connected Plan expires, you (prepaid customer in Jamaica) have the option to choose from local plans/bundles available on our website at https://online-top-up.digicelgroup.com/en-JM/prepaidplans/, www.digicelinternational.com the MyDigicel app at p.mydigicel.net or via the service menu *147#.

Q: Do I Have To Activate A Separate Add-On To Get My Night-Time Bonus Data?

A: No you don’t have to do anything except have your friends and/or family from United States, Canada or United Kingdom (“Diaspora countries”) purchase one of our Stay Connected Plans, and the night-time bonus data will be added automatically to your new bundle.

Q: How Do I Use My Night-Time Bonus?

A: Your night-time bonus is applicable for use only from 11:00PM to 6:00AM each day for the duration of your Stay Connected Plan. Your allotment is valid for the duration of the Stay Connected Plan purchased and will not be replenished daily.

Q: Will My Night-Time Bonus Data Rollover?

A: No, unused night-time bonus data from your current Stay Connected Plan will not rollover to a new plan. Once the current Stay Connected Plan expires, any unused night-time bonus data will be lost.

Q: Can I Activate An Add-On If I Want More Data?

A: Yes, you can activate a 1GB data add-on by dialing the local service menu code *147# or via the MyDigicel app at p.mydigicel.net. This add-on will be valid for up to 2 days, however, if the Stay Connected Plan expires before the end of the 2 day validity, the add-on will also expire.

Q: How Do I Activate The Free Magic Number?

A: You are required to dial *147# and select Option 5 – “Bonuses” then select Option 3 – “Magic number” to nominate a Magic number. Once successfully activated, a text message in the format set out below will be sent:

“Your bundle with FREE calls to your Int´l Magic number is active and expires in XX days. Keep getting great benefits when a bundle is purchased online!”

Q: Can I Nominate My Free Magic Number At Any Time While On An Active Stay Connected Plan?

A: Yes, you can nominate your free international Magic number at any time while your Stay Connected Plan is active. However, your Magic number will only be valid for the remaining duration of your Stay Connected Plan.

Q: Can I Change My Magic Number After Nominating An Int’l Number?

A: Unfortunately, once you have successfully selected one free International number, your Magic number remains until your current Stay Connected Plan has expired. However, if you receive a new Stay Connected Plan before or after your current plan expires, then you may nominate a new Magic number.

Q: How Do I Activate A Data Add-On?

A: You can activate a data add-on using the MyDigicel app at p.mydigicel.net or dial to our service menu at *147#.

Q: What Can I Do With My Unlimited WhatsApp?

A: You can do so much! Use your unlimited WhatsApp to chat, make voice calls and video calls.

Q: How Will I Know When My Stay Connected Plan Is Active?

A: We'll send a confirmation message to let you know that you're free to use your Stay Connected Plan. The activation message will look like this:

“Your 7day Stay Connected Plan is active. Enjoy 2GB + 2GB bonus night-time data with Unlimited Digicel Talk and WhatsApp. Balance check: *147# or a.mydigicel.net”

Q: What Happens When The Megabytes In My Stay Connected Plan Are Finished?

A: You'll receive a text message giving you the option to buy extra data (an add-on) for as low as JMD $150 for 1GB, or remain without an active plan and pay no overage charges - but you won't be able to use data in this case.

Q: Will I Incur Charges Once My Data Is Finished And My Plan Is Still Active?

A: Remember, no surprises. Pay no overage charges once you are on an active Stay Connected Plan. Standard overage rate of JMD $20/MB will only apply if you are not on one these bundles or if you do not have an active plan and have chosen to opt-in to use data at the applicable rate.

Q: If I Am On A Call Within The Duration Of The Stay Connected Plan, And It Expires, What Happens To My Call?

A: If you are on a Digicel to Digicel call and your Stay Connected Plan expires, your call will not drop. However, you will be charged for the remaining portion of the call at a JMD $6.50 rate per minute.

Q: Does My Anytime Data From The Expired Stay Connected Plan Rollover Onto My Active Stay Connected Plan?

A: Yes, the unused anytime data (up to 12GBs) from the current Stay Connected Plan will rollover to your new stay connected bundle if your active bundle was purchased during the applicable grace period. However, if you stay on a bundle via early renewal (buy before your plan expires) then you can rollover any amount of anytime data.

Q: Will My Unused Anytime Data Rollover To My Local Plan/Bundle If I Do Not Receive Another Stay Connected Plan?

A: Yes, once you purchase a new plan/bundle within the applicable grace period, your unused anytime data will rollover from your expired Stay Connected Plan to your new local plan/bundle. Data rolled over during grace period will be capped at 12GBs.

Q: Does My Unused Voice Bundles (Minutes) From the Expired Stay Connected Plan Rollover onto My Active Stay Connected Plan?

A: No, Unused Voice bundles (minutes) will not rollover.

Q: How Will I Be Notified When My Stay Connected Plan Expires?

A: Before your Stay Connected Plan expires, you will receive a reminder letting you know that your bundle is about to expire. If you do not activate a new local Plan/Bundle, and you do not receive another Stay Connected Plan, we'll send you another reminder, just in case you forgot.

Q: Does The Stay Connected Plan Automatically Renew?

A: No, once the Stay Connected Plan expires, someone living in the US, UK, Canada) will have to repurchase another Stay Connected Plan for you to use.

Q: Am I Able To Use My Stay Connected Plan After It Expires?

A: No, after your Stay Connected Plan expires, you must renew your bundle during the applicable grace period before you lose your benefits and will not be able to rollover your unused anytime data. If a Diaspora customer purchases a plan for you within the grace period, unused data up to 12 GBs will rollover to the new plan.

Q: Do my other applicable benefits (i.e. Magic number, Unlimited WhatsApp) expire with my Stay Connected Plan?

A: Yes, in the event that Customers do not repurchase the Bundle before it expires, unused data allotments and other applicable benefits i.e. Magic number, Unlimited WhatsApp will expire. Customers will then be required to re-subscribe to reactivate a Stay Connected Plan in order for the prepaid user to benefit from the Offer.

Q: How do I check the balance of data on my Stay Connected Plan?

A: You have two ways:

Service Menu: *147# - go to “My Account”, then enter the “Manage My Plan” menu and press “1” to see your available minutes and/or data balances.

MyDigicel app – click on the app at a.mydigicel.net and go to “Accounts and Balances”.

Additional Terms and Conditions

This product is offered for the personal use of individuals and not for commercial use.

Data allotments are only applicable while in Jamaica. Once roaming, customers will not be able to use any data from their local prepaid or select postpaid plans.

Digicel reserves the right to terminate this offer if, in its sole opinion, the plans are being abused, such abuse to include but not be limited to, unreasonable levels of usage, reselling or attempts to resell the Data, whether on a commercial basis or otherwise, general abuse deemed as an attempt to undermine the integrity of Digicel’s network or services.

Digicel reserves the right to modify or discontinue (permanently or temporarily) this offer being offered to its customer at our discretion.

Digicel reserves the right to at any time, with or without notice, to vary or cancel the terms and conditions of this product. In the event of Digicel giving notice to Customers of any such changes to or cancellation of the Service, it shall suffice for Digicel to give customers notice via messages to customer’s handset/device or to post such notification on Digicel’s website. Any such notification shall be effective immediately or as of the date referred to in such notifications.

The terms and conditions which apply to any plan are those published on the Digicel website at the time that you activate a plan. These will only apply for the plan duration. If you manually or automatically activate a plan that you have previously activated, then the terms and conditions that apply are those published at the time of your most recent activation.

In addition to the Terms and Conditions herein, customers remain bound by any other terms and conditions of use for any of Digicel’s other services including the terms and condition for Digicel’s Prepaid and Postpaid mobile telephone services.

PANAMA PREPAID PLANS

Q: How does the Diaspora Prepaid Plan works?

A: The all-inclusive plans are special promotions that you can activate on your prepaid Digicel phone, these plans provides you with the best benefits for local or international calls, SMS to all networks, data, and free social networks at a discounted price. Customers are now able to purchase these all-inclusive Plans via www.digiceltopup.com, www.digicelinternational.com and the Digicel International App for any prepaid number in Panama.

Q: Can plans be used while roaming?

A: No. Diaspora Prepaid plans are valid for use while in Panama and cannot be used while roaming.

Q: To Which Destinations Can I Call Using The Minutes Included In The Plan?

A: The plans can be used for calls to any operator in Panama or to fixed or mobile lines in the following international destinations:

Colombia

Venezuela

USA

Costa Rica

Mexico

China

Q: What Happens If I Exhaust My Minutes Or Data And Want To Continue Calling / Browsing?

A: Don't worry, if you want to continue calling or browsing, you can complete an online top up and you are ready to go. Also you can renew your plan or upgrade your plan.

Q: How Many Times I Can Activate An All-Inclusive Plan?

A: You can activate the plan as many times as you want. If you activate the same plan you are renewing your plan and it benefits. If you buy a higher plan you are doing an upgrade and your benefits are accumulative.

Q: How Do I Check My Data Plan Balance?

A: Customers may dial *120*200# to view voice, SMS and data balances.

ST KITTS & NEVIS PREPAID PLANS

Q: How does the Diaspora Prepaid Plan works?

A: Customers are now able to purchase Prepaid Plans via www.digiceltopup.com, www.digicelinternational.com  and the Digicelinternational App for any prepaid number in St. Kitts & Nevis.

Plans will auto-renew once credit is available on the customer’s mobile account. The customer will get the option to opt out 24 hours before the plan auto renews. You may opt out by dialing *141#, select 5 (Manage Your Plan) and then select 2 (Opt Out).

Q: Can Plans Be Used While Roaming?

A: Plans are not applicable for use while roaming; plans can only be used while in St. Kitts & Nevis.

Q: Can I Activate Multiple Data Plans Simultaneously?

A: Only one data plan can be active at any given period. Once plan expires, customer may dial *141# and select Manage Account to change to any other data plan. Can I activate more than one voice plan simultaneously?

Customer is able to have more than one voice plan active at the same time.

ST LUCIA PREPAID PLANS

Q: How Does The Diaspora Prepaid Plan Works?

A: Customers are now able to purchase prepaid Plans via www.digiceltopup.com and the Digicel Top up App for any prepaid number in St. Lucia. Plans will auto-renew once credit is available on the customer’s mobile account. Once plan is auto-renewed it cannot be cancelled. You may opt out of the next renewal by dialing *140#, select option 4 (Manage Your Data Plan) and then select 2 (Opt Out).

Q: Can Plans Be Used While Roaming?

A: Bundle plans are not applicable for use while roaming except in St. Vincent, Grenada and Dominica.

Q: Can I Activate Multiple Plans Simultaneously?

A: Re- purchasing any plan will deactivate your existing prepaid plan as both will not work simultaneously. However, any unused MBs will roll over into the new activation.

Q: How Do I Check My Data Plan Balance?

A: Customers may dial *140# and choose option Manage Your Data Plan to find out how many MBs are remaining on the plan.

Recipients will receive a notification from Digicel when the last 20MB & 5MB of data is remaining and 100% notification fully exhausted.

ST. VINCENT & THE GRENADINES PREPAID PLANS

Q: How Does The Diaspora Prepaid Plan Works?

A: Customers are now able to purchase prepaid data Plans via www.digiceltopup.com, www.digicelinternational.com and the Digicel International App for any prepaid number in Saint Vincent & the Grenadines. Plans will auto-renew once credit is available on the customer’s mobile account. Once plan is auto- renewed it cannot be cancelled. Customer will get the option to opt out 24 hours before the plan auto renews. You may opt out by dialing *140#, select 4 (Manage Your Plan) and then select 2 (Cancel Data Plan).

Q: Can Plans Be Used While Roaming?

A: Plans are not applicable for use while roaming; plans can only be used while in Saint Vincent & the Grenadines.

Q: Can I Activate Multiple Plans Simultaneously?

A: You will NOT be able to activate a data plan if the recipient already has an active plan. You will need to wait until the existing plan expires in order to activate a new plan. Purchasing the same plan will deactivate your existing plan as both will not work simultaneously.

If the recipient has an active talk plan on his/her account i.e. International Bundle14, you will be able to activate a data plan as both plans can work simultaneously.

Q: How Do I Check My Data Plan Balance?

A: Customers may dial *140# and choose option Manage Your Data to query data balance.

Recipients will receive a notification from Digicel when the last 20MB & 5MB of data is remaining.

If all your data is utilized you may purchase additional data for your plan by dialing *140# and selecting option 4 – Manage Your Data Plan, then option 3 – Buy Additional Bundle.

SURINAME PREPAID PLANS

Q: How does the Diaspora Prepaid works?

A: Customers are now able to purchase prepaid Plans via www.digiceltopup.com or www.digicelinternational.com and the Digicel International App for any prepaid number in Suriname. Plans will auto-renew once credit is available on the customer’s mobile account.

Customer will get the option to opt out 24 hours before the plan auto renews.

Q: Can Plans Be Used While Roaming?

A: Plans are not applicable for use while roaming; plans can only be used while in Suriname.

Q: What Will The Customer Receive Upon Activation Of These Plans?

A: Upon activation of these plans the customer will receive only data, except for the 30 Days 6GB plan. Activation of the 30 days 6GB plan will also provide the customer with SRD 25 bonus credit

Q: How Can The Customer Check The SRD 25 Bonus Credit?

A: The customer can check the bonus credit by dialing *120*10#.

Q: How Can the Customer Check the Data Balance (MB’s)?

A: Data balance can be checked by dialing *120*3#.

Q: What If My Data Allowance Is Exhausted Before The Plan Expires?

A: The customer may activate a prepaid add-on plan or the customer may activate another standard plan.

Q: Can I Activate Multiple Plans Simultaneously?

A: No. Only one data plan can be active at any given period. Once plan expires, customer may dial *141# and select Manage Account to change to any other data plan.

Q: Is The Option ‘’Plan Transit’’ Or Buying The Plan Before The Current Expires Applicable?

A: Yes, the option is applicable. The customer may activate any plan if he or she has an active plan and all data has been utilized.

TRINIDAD PREPAID PLANS

Q: How Does The Diaspora Prepaid Plan Works?

A: Customers are now able to purchase prepaid Plans including the One Rate Roaming Plan via www.digiceltopup.com, www.digicelinternational.com  and the Digicel International App.

Q: Can Plans Be Used While Roaming?

A: Only the One Rate Roaming Plan will be valid while roaming. All other plans are valid for use while in Trinidad.

Product Features

The International Talk and Text plan includes 500 minutes & 1000 SMS (can be used for International & Local Digicel to Digicel calls).

1. International plan minutes can be used to make international calls to USA, Canada and UK landlines.
2. Local minutes can be used to make local Digicel to Digicel calls on the Trinidad Digicel network. III.1000 SMS: applicable to both local Digi-Digi and international mobile numbers in the US and Canada.

The One Rate Roaming plan allows prepaid customers travelling to the USA, Canada, Netherlands, UK and Digi-Roam territories to take advantage of lower rates for voice and data while roaming with a capable handset. Please click on the following link to view the Terms and Conditions: https://www.digicelgroup.com/tt/en/mobile/help/roaming/Roaming-Plans.html

Q: How Do I Check My Data/Plan Balance?

A: Balance check methods are as per table 1 above.

Unused minutes will not roll over and will be removed from the customer’s account once the plan has expired.

Q: Can I Activate Multiple Plans Simultaneously?

A: A customer may purchase the International Talk & Text plan multiple times per month. Expiry date will be extended to the new date of the last subscription.

If the customer has an existing data plan and activate one of the online data plans (e.g. 2GB data plan), the old plan will automatically cancel and the online data plan will be activated.

Customers may activate the International Talk & Text Plan along with any other available plan.