Vello FAQs

Registering for a Vello account
1. What is a Credit Card Security Code?
Vello Products
Using Vello
New Vello Accounts and Account Changes
Account Passwords
1. When do I need my password?
2. What if I forget my password or delete my confirmation email?
Account Billing

Registering for a Vello account

What is a Credit Card Security Code?

The card security code is a three- or four-digit number that is printed (not embossed) on the credit card, next to the credit card number. Because the card security code appears only on the card and not on receipts or statements, the card security code provides some assurance that the physical card is in the possession of the buyer.

card security numbers

On most cards, the three- or four-digit card security code is printed on the back of the card, usually to the right of the signature field. All or part of the card number appears before the card security code. If the number has seven digits (for example, 1234 567), only the last three digits (567) are the card security code.

For American Express cards, the four-digit code is printed on the front of the card, above and to the right of the embossed account number.

NOTE: If you are currently registering, use the BACK button on your browser now to return to the registration form; for security purposes, most of your data will still be there, although you will need to retype your password and credit card number.

Vello Products

What is Vello? How does a Vello Call work?

Vello is a smart, easy-to-use conferencing service designed to be available wherever you are. You can use Vello from any web browser, anywhere in the world, create or import your own Contact List, or -- with our Vello Contact Sync Tool -- you can upload your contacts to Vello and they will be available whenever and wherever you need them. Your Vello Participant list will also be available to Vello Mobile™ on your mobile device.

When it's time for the Vello Call to begin, Vello calls all of the Participants. This makes dial-in numbers and PIN codes things of the past. In fact, Vello acts like a personal assistant, ringing your phone when it is time for your call. Just push "1" and you are joined into the conference.

If for some reason you are not able to immediately answer the phone, or if you have to re-enter a Vello Call:

• If you are calling from the U.S. or Canada, dial 888 MYVELLO from the phone you were called on by Vello; be sure to have Caller ID enabled. The Vello server will recognize the number you are calling from, and will route you directly into the Vello Call. EXCEPTION: if you are calling from an office extension, the server cannot identify the extension number; to re-enter the call, you will need the Participant Code or Host Code, which is in the email sent to you notifying you of the scheduled call, and then press the pound key (#).

• If you are calling from outside the U.S. or Canada, dial 408-516-4768 from the phone you were called on by Vello; be sure to have Caller ID enabled. The Vello server will recognize the number you are calling from, and will route you directly into the Vello Call. EXCEPTION: if you are calling from an office extension, the server cannot identify the extension number; to enter the call, you will need the Participant Code or Host Code, which is in the email sent to you notifying you of the scheduled call, and then press the pound key (#).

Vello also supports instant conferences, a call that happens immediately. Just select your Participants and hit "Call Now" and everyone's phones will ring. You can launch an instant Vello Call directly from your mobile phone or a web browser.

Vello Calls can also be easily scheduled from the web. When you schedule a Vello Call, Vello will automatically insert a reminder into your Outlook calendar and send an email to each of your Participants, alerting them of the time and date of the call.

Vello Mobile™

Vello Mobile™ is the first conferencing solution that you can use directly from your mobile phone. Simply select your Participants and, with the push of a button, everyone is talking. Instant conferencing. From anywhere. You can also save Participants in a group, making calling the same group again much easier.

PLEASE NOTE: Vello login may fail on a BlackBerry, possibly because the BlackBerry's Internet access has been disabled on default settings. The solution may require the user to change the default settings, or to use a corporate Blackberry Enterprise Server (BES), or to upgrade the BlackBerry unit's operating software to version 3.8 or later. If this is your situation, this article may be helpful.

Vello Contact Sync Tool

If you are a Microsoft Outlook user, you can easily synchronize the contacts you need with the Vello system. This means that your contacts are available anywhere, at anytime from both a web browser and from Vello Mobile™.

Using Vello

Initiating a Vello Conference Call

To start a Vello Call, click or drag your Participants into My Vello Call pane. When your Participant list is complete click "Call Now" at the bottom of the pane and Vello will call each person including you. When each person answers the phone, they will be greeted with a message inviting them to push "1" to join the Vello Call.

If you prefer to start your Vello Call at a later date, select "Schedule" at the bottom of the My Vello Call pane and a calendar will appear that allows you to select the date and time of your call. You also have the option to give your Vello Call a title at this time. This is the title that will inserted into your Outlook calendar and be sent to your Participants confirming the date and time of the call.

If you are using Vello Mobile™, just highlight the Participants you want to include from your contact list. Hit "Call Now" and your phone will ring and you will answer it as you would a regular phone call. The phones of all the Participants will ring as well, at the same time.

Does everyone have to have Vello for it to work?

No. Only the initiator of the call needs to be a Vello subscriber.

Can I schedule calls from my mobile phone?

No, only instant calls are supported in the current release of Vello Mobile™.

Can I tell the system not to include me in the Vello Call?

Yes. You can indicate any number you choose as the "Host" number. Select "edit" next to the Host number above the My Vello Call pane and you can change the number of the Host.

How do I include phone numbers with extensions in my Vello Call list?

To dial extensions, enter the regular phone number followed by two asterisks ("**") to indicate a PBX extension. For example, 415.555.1212 x12 would be entered as 415.555.1212**12.

If I am the "Host" number, does the Vello Call continue after I hang up?

Yes. The Vello Call continues until the last person hangs up.

New Vello Accounts

I've used up my FREE minutes to U.S. & Canada — what do I do?

Nothing. We will start sending you a bill every 30 days if you have a balance due. If you would like to check your account balance, login to Vello and proceed to the Account section where you will be able to review your bill to date. You will receive a bill every 30 days indicating how many minutes you have used (after you login, click on the "Billing" link for more information).

How do I record my personal greeting?

Login to your Vello account, then click on the "Preferences" tab and tell us which phone number to call you at. Vello's automated server will then call you to record your personal voice greeting, whether you are in the U.S., Canada, or any other country.

How do I change my name and default phone number?

screenshot

Click on the EDIT button and change your name or default phone number here. Then click on the SAVE button.

To change your Vello login name and password, login to your Vello account, then click on the "Preferences" tab.

Account Passwords

When do I need my password?

You will need your user ID (that you created when you registered) and your password in order to access your My Vello account at www.myvello.com.

What if I forget my password or delete my confirmation email?

If you forget your password or delete your confirmation email, call Customer Service at 1-888-280-2847 for assistance during business hours if you are calling from the U.S. or Canada. They will send your password to you via email. You do not need to re-register.

For callers from all other countries, call 306-564-2906, or send us an email at support@myvello.com.

Account Billing

How much does Vello cost?

There are no setup fees, no application purchases and no regular monthly charges. You pay only for the conference time you actually use. You will be billed a flat rate of 15¢ per minute for each Participant connected to one of your conferences. For example, if you have four people (including yourself) attend a ten-minute Vello Call, your bill would total $6.00 (10 X 4 X $.15). You incur charges only for the length that each Participant is in the call. Charges begin once the first phone is answered, even if the Host has not yet answered.

What are "free minutes"?

When you sign up for a new account, you will receive 200 free minutes of Vello Call time to U.S. & Canada.

How can I track how many minutes I have used?

You can check your account status after you login, and click on the "Billing" link.

How often will I be billed?

The Vello service is billed in 30-day billing cycles. There will be no charge if you have not used the service.

How will I be billed?

At the end of every monthly billing cycle, you will receive an invoice created in PDF format and delivered via email. You may also opt to receive hard copies of your bill via regular mail for an additional fee of US$5.00 per month. In order to sign up for mail delivery visit My Vello, make sure you're logged in, and click on the My Account link. From there follow the directions for signing up.

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