FAQ

General Questions

Customer service

Our customer support aims to answer any question or callback request within 24 hours
during weekdays. We also reply to e-mails during weekends and holidays, but the
response time might be a bit longer. We want to resolve your issues as fast and efficiently
as possible. If there are any technical issues with our service, please check our Twitter-
feed for the latest information.

You can contact us by sending an e-mail to support@sirumobile.com. You can also leave us
a callback request during office hours and we’ll get back to you: Finland +358 9 2316
3390, Sweden/Norway +46 8 559 24 683 and the UK +44 20 8133 7693.

Do I need to register?

No, you do not have to register. For first time users we will require to verify the phone
number, this is done by an sms code that is sent to you.

Norwegian users will need to register to the MySiru Wallet (only available in Norway).

In which countries does it work?

Siru Mobile payments currently works in Finland, Sweden, Norway and UK but we are
expanding to new countries.

What is MySiru Wallet?

MySiru wallet is a safe and easy way to use mobile payments. It’s free and works on all
computers and smartphone devices. The wallet is controlled with a mobile phone. Money
can be deposited by calling our premium rate number.

Choose Siru Wallet as a payment method on the website where you want to deposit. The
wallet will appear in a pop-up window, and instructions are given on how to upload money.
The deposit can be used instantly, or saved for later, you decide!

MySiru Wallet comes with several benefits for the user. It has a 24/7 scam & fraud
surveillance, and the users information is protected against identity theft. You will be able
to track your payments in real time and view your payment history. Each transaction gets
an unique ID number, so it’s easier than before to keep track of the payments.

Please notice that each website defines the minimum deposit. This means that if you don’t
have enough funds in your wallet for the minimum deposit, you will not be able to use the
funds at the website in question.

Once you have registered a wallet and deposited money, you can use the MySiru Wallet
payment method at the merchants website.

What is Siru Mobile?

Siru Mobile is a technical service provider of mobile payments. By using Siru Mobile's
services, customers can easily purchase products and services with their mobile phones.

Balance

Limit my usage

You are now able to block your number from our service anytime. This can be done on
www.sirumobile.com/my-siru. We are unfortunately unable to make any changes to the
balancelimit but you're able to limit your usage by blocking your number. You can choose
to block your number for 3, 6 or 12 months or indefinitely. If you wish to unblock our
service later on please contact us on support@sirumobile.com but please note that this
can only be done to numbers that have been indefinitely blocked for at least 3 months.
If you want to block our service permanently please be in contact with our suppport.
It is not possible to unblock a permanent block.

MySiru balance information

You can keep yourself updated on your real time balance limit with the MySiru service. It’s
found at www.sirumobile.com/my-siru.

The balance limit

UK 24H LIMIT: 40 GBP, 30-DAY LIMIT: 240 GBP (in UK the balance limit is calendar monthly)

UK Vodafone Subscription 24H LIMIT: 10 GBP, 30-DAY LIMIT: 50 GBP

SWEDEN 30-DAY LIMIT: 4500 SEK

NORWAY
24H LIMIT: 1000 NOK, 30-DAY LIMIT: 6400 NOK

FINLAND
30-DAY LIMIT: 300 EUR

The balance limit is calculated from the current date 30 days backwards. The balance is
calculated on the price of the call. The balance limit may vary depending on service,
country or phone number. Siru Mobile is not responsible for changes in the balance limit.
The balance limit is always attached to a specific number.

If the balance limit is full, the balance will be released minute by minute, which means that
if there was a call made 30 days ago at 14.05 the balance also becomes available the
same time 30 days later. You can check your balance with the help of the My Siru -service.

There may be changes in the balance limit and the user is responsible for all the usage.
Siru Mobile does not take responsibility, if the balance limit exceeded in some form.

Transactions

Phone iOS update

If you are using an iPhone and have made the latest iOS update, please notice that it
might have set your number to private when you are making calls. If the number is private
or hidden you will not be able to make deposits through Siru Mobile. Please check the
settings and change the number to visible in order to successfully use Siru Mobile.

Can I cancel my order?

It is not possible to cancel an order if our order processing system has accepted the
order. After the order is processed the purchase is added to the customer´s mobile phone
bill. However, if you have not received the product or service you ordered or your order
was not successfully processed do not hesitate to contact our customer service on
support@sirumobile.com.

When I am charged?

You are charged on the current billing period, the purchases will be added to your next
phone regarding the period.

I want to change my number

Please contact the website where you want to change the number. Take into consideration
that Siru Mobiles policy regarding number switching is 1-2 numbers per user.
If you use several numbers they may be blocked.

Unable to use Siru Mobile

Please make sure the system requirements are met and that your subscription supports
charge to mobile services. Your number may also be blocked from using the service either
by the operator or Siru Mobile. Siru Mobile does not allow often occurring number
switching, and this may lead to the system automatically blocking your numbers.

If you need further help, please contact us at support@sirumobile.com.

Failed calls

A deposit may fail for various reasons, such as:

Your Siru Mobile balance limit is full. You can check your balance using our My Siru
-service.
You have reached a subscription spending limit.
You have insufficient funds on your prepaid subscription.
Charge to mobile services are not allowed for your subscription.
The system requirements are not met.
The session has timed out. Please start the payment process from the beginning by
going back and choosing Siru Mobile as payment method.
Your number has been blocked either by the operator or Siru Mobile. Please notice
that number switching may lead to the system automatically blocking your numbers.

If you need further help, please contact us at support@sirumobile.com.

System requirements

In order to use Siru Mobile you need a mobile phone which is able to receive and send
SMS, and a subscription that supports charge to mobile services. Your number should be
visible, i.e. deposits may fail if your number is hidden or secret. Moreover, if the
merchant’s website requires registration, the registered number should be the same
number that you use for making the deposit.

Please notice that Siru Mobile does not work abroad.

The use of Siru Mobile is limited with these operators:

Sweden –  3s operator and all operators that belong to its network (Hallon)

Norway –   Talkmore, Tele2 and all operators that belong to its network
(OneCall, MyCall and Network Norge)

UK – Virgin Mobile

Transaction fees

Siru Mobile transaction fees depend on the service or product that is purchased.
The transaction fee is always clearly stated before making the purchase.

Security

Do I need to save my PIN code?

The Siru Mobile system will ask you to insert the PIN-code only once, the first time you use
the system. For this reason, you do not need to remember or save the code. However, the
merchants may have additional security codes which, you may or may not need to
remember. In these cases, please contact the merchant for additional information.

What is the PIN code?

First time users will need to verify their phone number with a PIN code. The PIN-code is
sent to you via SMS, so that we are able to ensure that you are the correct user and
therefore can avoid misuse and fraud. The PIN-code should be inserted in the text-box on
the calling page when making the first deposit.

I did not receive the PIN code

Please check that you entered your phone number correctly. The system sends you an
SMS with the verification code to your mobile. The verification code is valid 24 h. If you
didn’t receive a verification code or the code doesn’t work, we recommend that you try
again 24 hours after the first attempt. The system will generate a new code. Due to
security reasons we can’t send out the verification code manually. Changing your browser
may also work, e.g. if it doesn't work with Firefox or Chrome, try using Internet Explorer.

Is it safe to use Siru Mobile?

Yes. All the information dealt with when processing payments is protected by the SSL
(Secure Sockets Layer) technology that is a standardized system for encryption. When
making payments no personal information other than mobile phone number is transferred.
This also ensures that customers are safe from data trespass since no credit or debit card
information is required. Our system automatically follows all mobile transactions and also
limits usage of the service by setting a monthly balance limit for each customer.

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