FAQs

01

thumbtel rebrand

FAQs

  • As pioneers in the telecoms and app industry, it’s important we ensure we look & feel every bit as pioneering as we are. That’s why we’re looking to the future with our new parent company, thumbtel, and our new branding.

  • By bringing together hullomail & another number under one company, thumbtel, we can offer you a better service by providing complementary telecoms products as part of the same company. It’s the same hullomail or another number you’ve always had, just better.

  • Unlike other networks, we’re not into gimmicks or nasty contracts and won’t tie you into something you don’t want. Instead, we’ve been flexing our thumbs to hitchhike across  all the networks out there to make sure you have a better service. And the robot? He’s called Jupiter. We bumped into him whilst hitchhiking our way across the galaxy of networks and mobile phone providers to bring you thumbtel.

02

about hullomail

FAQs

  • If you have a HulloMail Business subscription this is now called HulloMail Pro.

    All features remain the same however the price has been reduced!

    Please go here to find the current prices:

    https://thumbtel.freshdesk.com/support/discussions/forums/36000081207

  • Our HulloMail Premium subscription has changed.

    HulloMail Premium is now HulloMail Lite and has changed from a manual yearly subscription, to a monthly auto-renew subscription. To see prices please go here:

    https://thumbtel.freshdesk.com/support/discussions/forums/36000081207

    All users that have a valid Premium subscription will be able to continue using this until it expires. Upon expiration you would need to re-subscribe to HulloMail Lite (for the same features) or HulloMail Pro.

    HulloMail Lite offers exactly the same features as HulloMail Premium however you will also get the first 10 seconds of the first 10 voicemails received in a month transcribed to text.

    If you have any questions on this please get in touch by emailing contactus@thumbtel.com.

  • The free version of HulloMail is no longer available.

    We wished to remove intrusive ads and offer a more feature rich experience to users. All users who currently use HulloMail Free have been given a trial subscription to HulloMail Pro. When this expires you can choose to subscribe to either HulloMail Lite or HulloMail Pro. If you don’t wish to go ahead and subscribe please make sure you deactivate the HulloMail app to stop calls forwarding to HulloMail.

    The prices for Lite and Pro can be found here:

    https://thumbtel.freshdesk.com/support/discussions/forums/36000081207

  • We decided to make these changes to move more inline with our vision of offering feature rich and interactive applications without an intrusive advertising presence.

    We believe that we can offer better customer service and a better customer experience by simplifying our approach and moving towards a subscription based service.

    There will simply be 2 options. HulloMail Lite and HulloMail Pro, each offering highly unique and exciting features aimed at making your voicemail enjoyable and fun, nothing like the boring old dial in model!

  • If you were a free user and would still like to use HulloMail there are a number of features available that you were not entitled to with the free app, aside from it now being ad free!

    These include:

    • Copy to Email – Automatically forward messages to your registered email address.
    • Access Control – Extra security for your account.
    • Individual Greetings – Record a specific greeting for separate contacts.
    • Scribe Get The Gist – Get the first 10 seconds of your first 10 voicemails in a month transcribed to text.

    We believe that these features heavily outweigh the small monthly cost.

    If you have any questions please email us at contactus@thumbtel.com so we can help!

  • There’s nothing more frustrating than dialling your voicemail and hearing an unwanted caller. We get you. Never call your voicemail again. hullomail is an innovative voicemail service that provides you with instant access to your messages, without the waiting around! It enables you to read, share and save voicemail all in one handy app.

     

  • hullomail was one of the first apps available on the iTunes App Store in 2008 and it’s now available on both iOS and android.

  • You are able to use hullomail if you have an iPhone or Android device with a phone contract that you pay monthly in the UK, USA or Ireland. hullomail is also available in Australia on iPhone only.

    Unfortunately, the majority of mobile operators will not allow you to divert your voicemail to us if you are a PAYG customer.

    However, some do – currently the network 3 UK and giffgaff will allow you to use hullomail with a PAYG tariff.

    Your carrier must support conditional call forwarding for hullomail to work.

  • hullomail is available as a yearly/monthly subscription.

    hullomail uses your monthly minute allowance to divert unanswered calls to your hullomail voicemail inbox. Your carrier may charge you for call forwarding if you exceed your monthly call minute allowance or if you are roaming. Your carrier may also charge you for sending a hullo, if you have exceeded your monthly data allowance.

    If you download and play a message via the mobile internet you may receive a data charge if you’ve exceeded your data allowance, or don’t have one. When roaming abroad we recommend retrieving messages online whenever you can via www.thumbtel.freshdesk.com/support/discussions.

  • You can download hullomail using the iTunes App Store (for iPhone) or Google Play (for Android)

03

hullomail setup and features

FAQs

  • iPhone

    To activate hullomail on your iPhone please dial the ‘hullomail Activate’ contact from your iPhone contacts.

    Android

    Activation on Android is done automatically during registration. You can also manually activate/deactivate from within the hullomail app by going to Menu -> Settings -> Account -> Voicemail Activation -> Activate Voicemail.

  • This aids hullomail in correlating a missed call or voicemail to one of your contacts.

  • iPhone

    To activate permanent call forwarding to hullomail on your iPhone please dial the ‘hullomail Do Not Disturb Mode Activate’ contact from your iPhone contacts.

    Android

    To turn on permanent call forwarding to hullomail on your Android device, please select from within the hullomail; Menu -> Settings -> Account -> Voicemail Activation -> Activate Do Not Disturb Mode.

  • There are three ways you can retrieve your voicemails:

    1) Using the hullomail mobile app and selecting a message from the message list.

    2) Calling in with the following numbers:

    • UK Subscribers call: +441216218500
    • US Subscribers call: +12026885555
    • Ireland Subscribers call: +35314849000

    There is currently no dial in access for users in Australia.

    3) You can also enable the option ‘Copy to Email’ which will automatically send a copy of the voicemail message or missed call to your registered email address.

  • If a caller hangs up before leaving a message you will receive a hullomail missed call notification.

    You can enable / disable Missed Call notification from within the hullomail app, select Menu -> Missed Calls -> Missed Calls ON or OFF.

    Please bear in mind that you will only receive a missed call notification if the caller hangs up after the divert to hullomail kicks on.

  • You can change your personal greeting from within the HulloMail app.

     iPhone

    1. Select Menu -> Greetings
      Here will be your list of greetings, the first 2 are system provided greetings, and any remaining are your recorded greetings.
    2. You can create a new recorded greeting by pressing the top right ‘+’ button, or you can edit an existing greeting by swiping left on a greeting which will reveal more options. Don’t worry if you get stage fright, you can re-record and play the message as often as you like.
    3. Once you are happy, press Save.
      Your active greeting is indicated by an orange tick.

    Please Note: If you are experiencing problems playing back or saving greetings, please check your iPhone Settings -> Privacy -> Microphone, ensure HulloMail is enabled.

    Android

    1. Select Menu -> Settings ->Greetings
    2. Click ‘Record a personal greeting’ then record your greeting.
    3. Your greeting will then upload and be set to active greeting.
  • With Individual Greetings, you can record a personal greeting for specific contacts – a different greeting for each person! You can record individual greetings from within the HulloMail app.

    iPhone

    1. Select Menu -> Greetings -> Individual Greetings
    2. Choose the contact for which you wish to create the message. You can do this by pressing the ‘+’ icon and choose from your address book
    3. Once you have chosen your contact, you will see the Assign Greeting screen. From here you can either select a previously recorded greeting or create a new one by pressing the ‘+’.
      Just select an existing greeting and your new individual greeting will be created
      If you press the ‘+’, you will be taken to the Record Greeting screen. Here you can create your new greeting, also you can edit or play the recorded greeting. Remember to save it once you are happy with the recording and your new individual greeting will be created

    Please Note: If you are experiencing problems playing back or saving greetings on the iPhone, please check your iPhone Settings -> Privacy -> Microphone, ensure HulloMail is enabled.

    Android

    1. Select Menu -> Greetings -> Individual Greetings
    2. Choose the contact for which you wish to create the message. You can do this by:
      – Pressing the ‘+’ icon next to the contact box and choose from your address book
      – Pressing within the contact box and typing in the name of the contact, then selecting from the dropdown menu
    3. Once you have chosen your contact, you will see the record screen. After you press record you have 30 seconds to create your message. You can press play to hear the recording back.
    4. Once you are happy, press Save.

    Please Note: If you are experiencing problems playing back or saving greetings on the iPhone, please check your iPhone Settings -> Privacy -> Microphone, ensure HulloMail is enabled.

  • hullos are short instant messages you can send to your friends and family, for free, no matter which version of the app you have. It’s like leaving someone a voicemail, but without the initial phone call.

    The recipient doesn’t need to be a hullomail user, although it would be great if they were! You only need someone’s email address in order to send a hullo message.

    Your mobile operator may charge you for sending hullos if you have exceeded your monthly data allowance, or if you are roaming.

  • Our Access Control feature detects and prevents phone hacking. Access Control is currently unequalled by mobile operators and other third party voicemail providers.

    Access Control allows you to block all call-in access to your voicemails, so that your messages can only be retrieved through the app or through your email.

    Additionally, you may opt to receive a notification each time your messages are accessed, providing a complete audit trail and further peace of mind.

    You can enable / disable Access Control settings from within the HulloMail app, select Menu -> Account -> Access Control

  • Copy to Email is a feature that lets you send copies of your voicemails to your chosen email address.

    The automatic Copy to Email function can be turned on from within the hullomail app.

    There is also a way you can manually copy your voicemails to your email:

    iPhone

    Simply choose a voicemail you want to copy from the central message list, and open it. Press the ‘more options’ icon at the bottom left to bring up the menu, and then select ‘Copy to my Email’.

    Android

    Select a voicemail from the central message list and open it. Once in the message detail screen, press the menu button and select ‘Copy to my Email’.

  • Scribe™ is the group name for our transcription service. Scribe™ converts your voicemails to text so you can read them directly in the app, saving you time and effort when it comes to deciding whether or not you need to play your individual voicemails.

    Scribe™ is currently available for iPhone and Android devices.

    Scribe™ Get the Gist for hullomail lite will convert the first 10 seconds of the first 10 messages you receive in a month into text.

    Scribe™ Get the Gist for hullomail pro will convert the first 30 seconds of all your message (subject to fair use) into text.

    Please Note: Unfortunately these transcriptions are not always 100% reliable.

  • If you have voicemail with your mobile carrier and have travelled abroad, you will know how costly and difficult it can be to retrieve your messages while you’re away.

    If your phone is turned ON whilst abroad and you receive a call that you are unable to answer, you are charged for the voicemail call as if it was a roaming call (with the exception of within the EU). You will then typically receive an SMS notification and upon receiving that, you are likely to call in and listen to the voicemail, which again is a roaming call.

    You can minimise these charges by enabling ‘permanent call forwarding’ before you leave. This means whilst in your home country, your phone will not ring, but will transfer straight to voicemail. This means if you turn your phone on whilst abroad, the call is still handled in your home country, thus not subject to roaming fees.

    If, whilst away, you have access to a WiFi hotspot, you will still receive push notifications and have the ability to download and access your hullomail voicemails and missed calls whilst using the WiFi hotspot. Alternatively, if you have Copy to Email enabled which is part of the hullomail subscription, you can simply check your email at the hotel or internet cafe abroad to see your missed calls and voicemails.

    If you enable ‘permanent call forwarding’ you are able to make phone calls whilst abroad and these will still be subject to roaming fees.

    Please Note: It is also typically very expensive to have Mobile Data Roaming enabled on your handset whilst away, thus we advise this is also disabled prior to leaving.

  • iPhone

    1. Go to your iPhone Settings -> Privacy -> Contacts -> hullomail -> OFF – This immediately revokes access to your contacts from the hullomail app.
    2. Using the hullomail app, select Menu -> Account -> Caller Info -> OFF – These are immediately removed from the hullomail service.

    Android

    1. Go to your Android Settings -> Apps -> hullomail -> Permissions -> Contacts -> OFF – This immediately revokes access to your contacts from the hullomail app.
    2. Using the hullomail app, select Menu -> Settings -> Account -> Caller Info -> OFF – These are immediately removed from the hullomail service.
  • iPhone

    1. Using the hullomail app, select Menu -> Account -> Caller Info -> OFF – These are immediately removed from the hullomail service.
    2. Then re-enable Caller Info and let the app finish syncing the contacts

    Android

    1. Using the hullomail app, select Menu -> Settings -> Account -> Caller Info -> OFF – These are immediately removed from the hullomail service.
    2. Then re-enable Caller Info and let the app finish syncing the contacts

04

hullomail support and admin

  • You can change your password from within the hullomail app.

    1. Using the hullomail app, select Menu -> Account -> Password, PIN
    2. Enter your Old Password
    3. Enter New Password
    4. Confirm New Password
    5. Click Save
  • You can change your voice pin from within the hullomail app.

    1. Using the hullomail app, select Menu -> Account -> Password, PIN
    2. Enter new Voice PIN
    3. Confirm new Voice PIN
    4. Click Save
  • You can change your email address from within the hullomail app.

    1. Using the hullomail app, select Menu -> Share
    2. Enter a new email address

    Please Note: This will show as Unverified until the email sent to that email address has been actioned.
    Once you click on the link contained within the email, you will notice this will change to show Verified.

  • Please dial the numbers shown for your carrier.

    UK

    Mobile Operators
    3 UK

    3 UK

    **004*00447782333123#

    Or you can call 333 in the UK to access 3 UK help.
    They will be able to get you back to your old voicemail easily.

    EE

    EE

    **004*00447953222222#

    giffgaff

    giffgaff

    **004*443#

    O2

    O2

    **004*901#

    Orange

    Orange

    **004*00447973100123#

    T-Mobile

    T-Mobile

    ##004#

    Vodafone

    Vodafone

    **004*121#

    BT

    BT

    **004*00447918425646#

     

    Ireland

    Mobile Operators
    3

    3

    **004*353833333171#

    O2

    O2

    **004* Your phone number with prefix 5 #

    For example, if your number is 087 9999999, then you would dial:
    **004*08759999999#

    TescoMobile

    Tesco Mobile

    **004* Your phone number with prefix 5 #

    For example, if your number is 087 9999999, then you would dial:
    **004*08759999999#

    Vodafone

    Vodafone

    **004* Your phone number with prefix 5 #

    For example, if your number is 087 9999999, then you would dial:
    **004*08759999999#

     

    USA

    Carriers
    ATT

    AT&T (GSM)

    ##004#
    Or #21#

    Sprint

    Sprint

    *730
    And *740

    Or contact Sprint and ask them to revert you back.

    T-Mobile

    T-Mobile (GSM)

    ##004#

    Verizon

    Verizon (CDMA network)

    *73
    Or *72
    Or *900
    Then *920

    Verizon

    Verizon (TDMA network)

    *740
    Then *730

  • Please dial the numbers shown for your carrier.

    1. Find your Mobile Operator in the list below.
    2. Dial the code listed below for your particular Mobile Operator including your Mailbox Number (without the leading 0). Your Mailbox Number can be found in the hullomail app, under Menu -> Account -> Voicemail Activation. Dial as if you are dialing a phone number. Make sure you dial the code exactly as displayed, including all the * and # symbols.
    3. Press the ‘Call’ or ‘Send’ button. You will receive an on-screen message that the process has been successful.

    Your hullomail service will be reinstated and you’ll be able to access all your messages your way, as before.

    UK

    Mobile Operators
    3 UK 3 UK

    **004*0044 Your Mailbox Number #

    For example, if your Mailbox Number is 01234567890, then you would dial:
    **004*00441234567890#

    EE

    EE

    **004*0044 Your Mailbox Number #

    For example, if your Mailbox Number is 01234567890, then you would dial:
    **004*00441234567890#

    giffgaff

    giffgaff

    **004*0044 Your Mailbox Number #

    For example, if your Mailbox Number is 01234567890, then you would dial:
    **004*00441234567890#

    O2

    O2

    **004*0044 Your Mailbox Number #

    For example, if your Mailbox Number is 01234567890, then you would dial:
    **004*00441234567890#

    Orange

    Orange

    **004*0044 Your Mailbox Number #

    For example, if your Mailbox Number is 01234567890, then you would dial:
    **004*00441234567890#

    T-Mobile

    T-Mobile

    **004*0044 Your Mailbox Number #

    For example, if your Mailbox Number is 01234567890, then you would dial:
    **004*00441234567890#

    Vodafone

    Vodafone

    **004*0044 Your Mailbox Number #

    For example, if your Mailbox Number is 01234567890, then you would dial:
    **004*00441234567890#

    BT

    BT

    **004*0044 Your Mailbox Number #

    For example, if your Mailbox Number is 01234567890, then you would dial:
    **004*00441234567890#

     

    Ireland

    Mobile Operators
    3

    3

    **004*00353 Your Mailbox Number #

    O2

    O2

    **004*00353 Your Mailbox Number #

    TescoMobile

    Tesco Mobile

    **004*00353 Your Mailbox Number #

    Vodafone

    Vodafone

    **004*00353 Your Mailbox Number #

     

    USA

    Carriers
    ATT

    AT&T

    *004*2132609302#
    Or
    *61*2132609302#

    and

    *62*2132609302#

    and

    *67*2132609302#

    Sprint

    Sprint

    *732132609302#

    and

    *742132609302#

    T-Mobile

    T-Mobile (GSM)

    *004*12026885588*11#

    Verizon

    Verizon (CDMA network)

    *712132609302
    Or
    *902132609302

    and

    *922132609302

    Verizon

    Verizon (TDMA network)

    *712132609302
    Or
    *902132609302

    and

    *922132609302
    Or
    *742132609302

    and

    *732132609302

  • This is possible from within the hullomail app.

    Menu -> About -> Service Termination.

    Once the service has been terminated, please remove the app from your handset.

    If you use an iPhone, please dial the contact hullomail Deactivate to finalise the process.

  • First check your voicemails are being forwarded to hullomail. To do this, dial *#62# on your iPhone. You should see a series of messages. The first message you should see: Voice Call Forwarding When Reachable Forwards to <Your Mailbox Number> Enabled.

  • Recurring subscriptions are managed by the relevant marketplace and need to be cancelled accordingly:

    iPhone

    1. From the App Store select Featured -> Apple ID -> View Apple ID.
    2. From within the Account Settings screen select Manage and tap on the subscription you want to cancel. From here you can turn off Auto-Renewal.

    Android

    1. Open the Google Play Store app then select Menu -> My Apps -> Subscriptions and tap on the app of the subscription you’d like to cancel.
  • Please email us your queries to contactus@thumbtel.com, and we’ll try our best to respond as quickly as possible.

05

another number

  • You need Another Number app if you’d like to separate business from pleasure. You don’t want to receive work calls and messages on your personal mobile number, you want to answer work calls professionally and you don’t want to carry two phones.

  • It gives you a second number for work on your existing smartphone.

    It enables you to separate your work calls and messages from your personal calls and messages and take control of when you receive them, helping to create a work-life balance.

  • Unlike most calling apps that only work over WiFi, another number app also uses your mobile network. We know that if you are going to use another number for work then you need it to work just as well as your mobile phone does now. Another Number Lite uses WiFi and mobile data and when you’re offline your caller will be sent to answerphone and you’ll see a transcription of messages when you’re next online.

  • Not at all as the app works on your existing smartphone alongside your main mobile number.

  • It couldn’t be easier. All you need to do is download the app, start your free trial and you’re ready to go.

  • Yes you can, we can port your existing work number over to your Another Number app for you. The process takes two weeks and our support team can arrange it for you.

  • No, nothing at all.

  • Straight away. You’re ready to make calls and send messages as soon as you have downloaded the app and started your free trial.

  • Your free trial is for three days, after which we’ll automatically flip you onto our monthly subscription, unless you cancel before the trial ends.

  • Not at all. When you make or receive a call, or send or receive a message, it will work in the same way as a standard mobile number, from both yours and your contact’s point of view.

    All you need to do is give your new number to your work contacts.

    When you make a work call or send a message fromAnother Number app, your contacts will see your work number so will never know your personal number.

  • Calls will be shown as an “via Another Number” as well as showing the contact’s name if you have them saved.

    You can also set a separate ringtone forAnother Number so that you can always tell the difference and answer them appropriately.

  • You can send and receive messages when you have data coverage (3G/4G) or Wi-Fi.

  • Voicemails fromAnother Number will be transcribed and stored in the app for you to read and listen to.

  • When you’re ready to switch off – either out work of hours or on holiday, you can setAnother Number to a do not disturb mode and you’ll only be notified of your work calls and messages once you are back in work mode.

    During this time, anyone who calls you will be directed to voicemail and anyone who sends a message will receive your chosen auto-reply.

  • Yes, just as your normal phone would.

  • Yes you can to the US, Singapore, UAE and Hong Kong. We are adding more countries and if you have any suggestions just let us know – contactus@thumbtel.com.

  • As long as you subscribe and if you leave us you can port your number as you would with a standard mobile contract.

  • You will need to let us know before the number changes so that we can associate another number with your new SIM number.

  • A monthly iTunes subscription which automatically renews each month unless cancelled at least 24-hours before the end of the current period. Manage your Subscription via your Apple Account under Manage Subscriptions – https://support.apple.com/en-us/HT202039

  • The mainAnother Number subscription, includes all standard calls and messages and uses the mobile network along with WiFi and mobile data, is £14.99 each month.Another Number Lite, our pay as go go service, which uses WiFi and mobile data only for calling is £4.99 each month

  • Not at all, you join for the month and your subscription renews automatically until you cancel.

  • If you have the main subscription then all calls and messages to other another number users, and standard UK landlines and mobiles are included.

    ForAnother Number Lite, calls and messages to another number users are included in your monthly subscription.

    Calls and messages to anyone else are made using credits, available as In-App purchases.

    One credit gives you one minute of UK calling time or one message. One standard message is up to 160 characters in length.

  • It shouldn’t.

    In the UK if you keep within your mobile phone operator’s call minute allowance you shouldn’t see any additional changes on your bill.

    When overseas, you may incur additional charges in line with your network’s roaming charges.

  • Calls through Another Number will show on your itemised bill as part of your inclusive minutes. The contact will show as “Another Number outgoing call”.

  • We currently support iPhone but Android is under development.

  • We offer support via the thumbtel support portal.

  • Yes, take a look here to read interviews with some of our happy customers. ….

  • You can change the ringtone forAnother Number by going to your main phone contacts and finding another number Incoming Call. Scroll down and you’ll see there is a ringtone setting which is currently on default. You can tap that and choose a different tone. It’s the same for text messages too.

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06

another number for teams

  • You can use another number for teams if you have an iPhone or Android device.

  • You need another number for teams:

    • if people in your business have another number individually and you’d like to pay, own and control their numbers
    • If you are looking for business mobile numbers but don’t want to pay a fortune
    • If your team need mobile numbers but don’t want to carry second devices
    • If you don’t want to commit to long contracts
    • if you want to encourage your team to have a work-life balance
  • £9.99 + VAT per month, per number

  • A separate, second mobile number for work via our app. All incoming calls, all calls and messages to another number subscribers and 300 credits for calls and messages to UK and US standard mobile and landline numbers.

  • Each credit equates to one minute of calling or one text messages to a standard UK or US landline or mobile.

  • You only commit to one month at a time. another number for teams is a flexible and cost effective service so you’re not tied in to longterm contracts as you are with standard mobile contracts.

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Need help?

Don’t worry,

we’ve got

your back.

To get the quickest answer to your questions check out our FAQs. We’ve tried to think of everything and anything you could ask and keep adding more answers when new questions arise.

If you’re still stuck, try out our forum. Chances are someone else has asked your question before. If not, post a question yourself so one of our super-users or the thumbtel support team can help you out.

If you’re really, really stuck, create a help request on our thumbtel Portal and we’ll get back to you ASAP (usually within 1 working day).