Connecting crew to family and friends

Got questions? We have answers! For questions not covered here, please contact us.

Crew members must use the ship’s onboard web portal to set up an OceanPhone Mobile account and purchase a plan.

Returning User? Log In →

New User? Sign Up →

FAQs

  • + Q.What is OceanPhone Mobile?

    OceanPhone Mobile is a smartphone application (app) developed for the maritime industry that provides a simple, cost-effective alternative for crew members, and their family and friends, to stay connected while crews are working at sea for months at a time. OceanPhone Mobile utilizes a Wi-Fi network to make ship-to-shore, shore-to-ship and intraship calls; to send messages through the application; and to receive voicemail. NOTE: OceanPhone Mobile should be used by both parties connecting in order to get the lowest calling rates.

  • + Q.How do I use the OceanPhone Mobile App?

    1. Create an account. Sign Up.
    2. Purchase a Free plan.
    3. Download OceanPhone Mobile from Apple or Google Play app store.
    4. Launch the App, enter your User Name and Password to Register.
    5. Start calling and texting!

  • + Q.Can I use my regular cell phone to make calls?

    Yes, to use OceanPhone Mobile, you must have the app installed on your mobile device. You will need to purchase Free credits to Register the app.

  • + Q.How do the calling credits work for calling and messaging?

    You can use the credits any way you want. To get the best value on calling or messaging, make sure the person you want to reach also has a valid OceanPhone Mobile account.

  • + Q.Can I use my cell phone number?

    You will be given a new OceanPhone Mobile number in order to place and receive calls, and to receive the discounted calling and messaging rates. Rates are lowest when calling and messaging another OceanPhone Mobile app user. Your new number will be assigned to you during registration.

  • + Q.Can I select a telephone number during registration?

    No, OceanPhone Mobile will automatically assign a number at the end of your registration process.

  • + Q.How do I purchase calling plans and update my account?

    If you have a family member or loved one working on a cruise ship that supports OceanPhone Mobile, simply go to Shop Packages page or if you have an account, go to My Account page.

  • + Q.Will my calling credits expire?

    Your credits will NEVER expire.

  • + Q.How do I make an OceanPhone Mobile call?

    Open the OceanPhone Mobile app, and enter the User Name and password you created during the purchase process. Read and accept the Terms and Conditions. The app will register, and you will be ready to make and receive calls or send messages. Remember, you must be connected to a Wi-Fi network.

  • + Q.What are the long-distance rates, and are there any other charges?

    If you are calling or messaging a family member or friend who is on a vessel that supports OceanPhone Mobile, there is a flat rate of $0.15 per minute. If your family member or friend does not have the OceanPhone Mobile app, long-distance rates vary by country. These are available at Calling Rates.

  • + Q.How do I check my account balance?

    Your account balance appears on the home screen, which is also the dial pad in the OceanPhone Mobile app.

  • + Q.Can I add minutes to my existing plan?

    Yes, additional credits can be purchased from My Account page. Once you log in, you will be able to purchase additional credits.

  • + Q.Can I send messages to anyone?

    You can send messages to other OceanPhone Mobile app users only.

  • + Q.What happens if I have a remaining top-up balance on my account?

    The balance is available and can be used.

  • + Q.If I have a problem, who can I call?

    You can access Customer Service under Settings in the app, or use the dial pad to call 1-888-222-1564. There is no cost to call Customer Service; however, you need to be connected to a Wi-Fi network.

  • + Q.What devices are supported?

    Apple iPhones, iPod touches and iPads with iOS version 4.x or above are supported. Android phones and tablets with versions 2.2-4.2.x are supported.

  • + Q.How do I know I have a voicemail message?

    This is a known issue for Android users. Please dial *97 from the app to check for messages. A fix will be available in the next release of the app.

  • + Q.Can I send a message from the QuickDial tab?

    Apple users can send a message from the messaging tab. Android users can send a message from the QuickDial tab or the messaging tab. Apple users will be able to send a message from the QuickDial tab in the next release of the app.

  • + Q.Why are there random symbols appearing in the phone number field?

    This is a known issue and it will be fixed in a newer release of the app.

  • + Q.Where is the Help button?

    Apple users can find the Help button under Settings in the upper right corner of the dial pad screen. Android users should call 1-888-222-1564 for help until an update for the app is available in Google Play.

  • + Q.Why does my balance go down when I receive a call?

    Your balance will only go down if the person calling you is not using the App. All incoming calls from other app users are free.

  • + Q.My country is not listed on the pricing list. Where can I look up my rates?

    If you cannot find your country on the list, please contact us at 1-888-222-1564.

  • + Q.Why did my balance stop showing in the app?

    If you do not have a balance, it probably means you do not have any more money in your account. To add more, go to My Account, log in with the information you created when you started the account and purchase more time. The new credits will show up immediately.

  • + Q.What is my username?

    Your username is the email address you entered during the first purchase of OceanPhone Mobile calling credit.

  • + Q.What is my password?

    Your password is the same password you use to log in to purchase your calling plans for your OceanPhone Mobile plan.

  • + Q.I have a BlackBerry or Nokia Windows Mobile. Can I use the app?

    Unfortunately, you cannot, as it is available for Apple and Android devices only.

  • + Q.The app says the volume is low. How can I adjust that?

    You can adjust the volume and microphone settings. In the app, go to Settings, Preferences, Sound. Or if you are in the middle of a call, just swipe left on the dial pad screen and you will be able to adjust.

  • + Q.My phone says that I cannot have background noise turned on. Why?

    This is because your phone does not support hardware background noise cancellation. The solution is to try to force this, but you may experience very slow response from the phone.

© 2013 - 2017. OceanPhone Mobile by EMC