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FREQUENTLY ASKED QUESTIONS

Select a category below to view answers to our frequently asked questions.
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FAQs
Conference Call
Dial-in Numbers & Charges
Screen Share
Technical Questions
Web Meeting
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FAQs
  • CONFERENCE CALL

  • How do I make a conference call?

    Using our service is extremely easy. If you don't already have a PIN, simply click here to get one. If you already have a PIN but are unsure of what it is, then log into your dashboard to view it here.

    First you need to let your participants know the time and date you’re expecting them to dial in, along with telling them your participant PIN and the relevant dial in number (you can see the full list of numbers available on our Numbers page). You can easily schedule a call by going to the scheduling tool tile within your dashboard. You’ll have multiple ways to schedule a call, including a copy to clipboard invitation, Outlook plugin and our mobile app.

    At the given time and date, everyone should dial into the call and enter the PIN when prompted (if you have a Chairperson PIN, remember to use it to start the call). Once connected, you will all be placed into the same conference call.

    If you are using our Web Meeting service, please remember that you will need to connect using your Chairperson PIN for a meeting to start. To give added security to your account, the Chairperson PIN effectively acts as the password to your meeting room and your guests will be held in a waiting room until the meeting is open.

  • Is there a time limit for my call?

    No, there is no limit to the duration of a conference call. However, we will automatically disconnect any conference lasting over 8 hours in case some participants forgot to put the phone down!

  • Is there a maximum number of participants allowed on a call?

    There is no limit to the number of participants who can join your conference call. However, we require 24h notice for calls with over 100 participants. To book your call, please contact our Customer Service team or request a call back.

  • How do I find out how many people joined my call?

    For users of our Web Meeting service, during your meeting you can easily see who is in your meeting by viewing the Guest List. After a meeting this information is included in the Meeting Summary.

    For our standard Conference Call customers, usage reports can be accessed online by logging in to My PowWowNow and going to the Actions, Recordings and History tab. Here you can view a summary of your conference call, including the number of participants connected.

    You can also perform a head count whilst on the call by pressing #1 on your phone keypad.

  • Do I need to book my call in advance?

    We only ask you to book your conference with us if you're expecting more than 100 callers.

  • How can I make scheduling a conference call simple?

    For easy ways to help schedule a call go to the scheduling tools tile within your My PowWowNow dashboard. You’ll have multiple ways to schedule a call within the tile, including a copy to clipboard invitation, Outlook plugin and our mobile app.

    For users of our Web Meeting service, there is also a pre-written personalised meeting invitation that can be copied from the Meeting Hub. This contains everything your participants will need to know to join your meeting.

  • How can I change my on-hold music?

    To change your on-hold music go to the on-hold music tile within your My PowWowNow dashboard. Here you will see every on-hold music option, simply click the play button to listen to each track. Once you’re happy with your choice click the select button to update your on-hold music.

  • How do I change the language of the prompts I hear while on a conference call?

    You can change various call settings, including announcements and the voice prompt language, inMy PowWowNow. Simply log in and go to My PINs and click the 'Edit Call Settings' button.

  • What controls do I have access to while on my conference?

    There are a range of features that you can access directly from your telephone keypad while you are on a conference call. For example, you can lock your call, mute participants or hear a participant roll call. Pleaseclick here to view a list of all in-conference calls controls.

  • I've forgotten my PIN. Can I get a new one?

    Users who can’t remember their dial-in details, please login to your My PowWowNow dashboard where you’ll find all your dial-in details on the left hand side.

  • Does my PIN expire / can I reuse the same details?

    Our service is designed so PINs can be used again and again and your PIN remains the same for all your calls. If you require an expiration date on your PIN, we can offer Time-Limited PINs on our Premium service. For further details, please contact our Customer Service team or request a call back.

  • How many PINs do I need? Can I have more than one?

    On our standard service, you can only have one PIN per email address. If you require multiple PINs for yourself or your colleagues, this is something we can offer on our Premium service. If you are already a Premium account holder, please log in to My PowWowNow to create additional PINs. Please note that you need to be an Admin to be able to set up new users. As a Premium customer we will issue you with a dual PIN-pair for additional security. Your Chairperson PIN is the PIN you use to start, join and control a conference call. Your Participant PIN is the PIN you need to share with your call participants every time you invite them to conference call. If youd like to make the Chairperson PIN entry optional, you can change the settings on your PIN in My PowWowNow.

  • Can I change my PIN?

    Your PIN number is valid for life, if you wish to change it for security reasons you will need to contact our Customer Service team to delete your PIN and initiate you with a new one.

  • Can someone have the same PIN as me?

    Your PIN number is valid for life, if you wish to change it for security reasons you will need to contact our Customer Service team to delete your PIN and initiate you with a new one.

  • How can I set up additional users?

    On the Free service, you can only have one PIN per email address. If you require multiple PINs for yourself or your colleagues, this is something we can offer on our Premium service. If you are already a Premium account holder, please log in to My PowWowNow to create additional PINs. Please note that you need to be an Admin to be able to set up new users.

  • How do I record my call and where is it stored?

    For users of our Web Meeting service, meetings can be recorded by simply clicking the Record button in your meeting room, or by using the in-conference controls through your phone. These recordings can be viewed as part of your Summary after your meeting and are accessed through the Hub.

    For our standard Conference Call customers, login to your My PowWowNow dashboard, from here you can enter the Recordings & History tile. Once in the tile please select the recordings tab and enter a date range that you would like to search for recordings in. Please select your recording you would like to download click the download button to open it within your browser. From here you can download the file by clicking the download button again.

  • Can I add Web or Video conferencing to my call?

    Web and Video conferencing is available through our Web Meeting tool. Follow this link to find out more about our product, plans and/or to register for free.

    You can purchase a subscription directly from our website here, or for details about our Enterprise packages please contact our Customer Service team or request a call back.

  • Can I personalise the introductory welcome message to my conference call?

    Yes! A personalised Branded Welcome Message is available as part of our Premium service. Please allow 7 working days for the message to be recorded and made live on the system.

  • What's My PowWowNow, where do I get my login details and how can I reset my password?

    My PowWowNow is your personal account area where you can access recordings, change your call settings, manage users and much more. Click here to log in.

    Your username for My PowWowNow is the email address you used to register with. Your password would have been emailed to you in your original registration email. If you no longer have access to this email or wish to reset your password, please click here and follow the on-screen instructions.

    If you have forgotten your password or wish to reset it, please click here and follow the on-screen instructions. Well send you an email with a link to help you reset your password. If you do not receive this email, please check your junk folder.

CONTACT CUSTOMER SERVICE

Hopefully we’ve been able to answer your questions on this page but if not, our friendly customer service team is available Monday – Friday, between 8am – 6pm (UK time).
We are closed on weekends and UK Public Holidays.