Below is a list of questions, enquires and comments that we often hear from our customers.  Please see if the question you want answered is already featured.  If you are not completely satisfied with the answer that you see, do not hesitate to contact us by calling 100 (toll free). You can also send  an email to info@ghanatel.net or visit any of our Care4U centres.

Select An FAQ Cateqory: Onetouch Business Products and Services

What Should I do if my phone is stolen?

Report immediately to any Care4u Centre with a proof of ownership of your number. A fee of ¢10,000 will be charged for replacement of the SIM card.

What is Onetouch?

It is a Generic Brand name, the GSM 900 Digital Mobile Phone Service operated by Ghana Telecom.

What value Added Services are provided by Onetouch?

· We provide the following services: · Bulk SMS · Call Conferencing · Call Divert. · Call Holding & Waiting · Call Me Back · Community Chat · Family & Friends · International Roaming · i-share Credit Transfer · Itemized Billing · Onechat · Onetouch Infoshop · Onetouch One4All · Onetouch Transaction Codes · S-Club · SMS Banking · Voicemail

How do I recharge my account?

Dial 123, press OK and follow the voice prompt. OR Dial *123* add the scratch card number and send.

My Account/Phone is blocked.

Kindly contact any Onetouch Care4u centers for assistance

My credits have disappeared although I have not made any calls.

When is your account supposed to expire? Lock your key pad to restrict unintended calls Kindly call 011 (toll free) or contact any Onetouch Care4U centre for assistance.

I can’t receive text message.

•Please check your message centre number. You can use any of these: 233200000007, 233200000010. • Or contact any care4u centre for assistance.

I can’t send SMS (text)

Have you activated the Message Centre No?  Go to memory and select message setting on your phone. • Kindly enter the Message centre number 333,233200000007,233200000010. • Please remember to drop the prefix (020) when sending a text to any Onetouch number. • Delete your old messages if your message Box is full.

I am travelling; can I block my number while away?

There is no need to block your prepaid number, the line can be inactive for 6 months after which ¢10,000 will be paid for restoration of the deleted number. Post paid customers will have to notify us in writing.

How do I check my account balance?

• Dial 222 for voice prompt.(when you use this service more than three times a day, you will be charged for subsequent ones) • Or dial *122# and send (this service is free)

What is Post-paid?

It is a Onetouch service for which payment is made after usage. Customers are required to settle their bills at the end of the month. The bills consist of: 1. Monthly Rental charges 2. Call Charges 3. Charges for other value added service. Interested customers should contact any Care4U centre or Corporate Sales Unit for assistance.

How much does it cost to subscribe to the Post Paid service?

You pay a: • Connection fee of ¢250,000 • Refundable national and IDD deposit of ¢800,000 • Refundable International Roaming deposit of ¢1,200,000 for those who want to use that service (These charges may be waived for corporate bodies)

How do I subscribe to the Post-paid service?

Customers who may want to subscribe to this service will be expected to: • Submit an application letter addressed to the head of Corporate Sales or Care4U Manager. • Complete an application form which can be obtained from the Corporate Sales Unit or any Onetouch Care4U Centre • Show proof of identity e.g. Passport, Voters ID or Driver’s Licence. • Proof of address – waterbill, electricity bill or telephone bill. • With respect to companies, the application letter should be written on their letter head and copy of their Business Registration Certificate will be required.

How long does it take for a Postpaid line to be activated/connected?

Maximum 24 Hours if all documents are provided and full payment made.

Can I pay with Cheque?

Cash is preferred to cheque for the initial connections and deposits; however cheques can be used for payments of bills subsequently. Recognised companies can issue cheques.

At which Onetouch Care4u Centre can I pay my Post Paid bill?

At any Ghana Telecom Onetouch Care4U.

Can I use my Postpaid line to transfer credit?

NO. Credit Transfer can only be done with a prepaid number.

My calls keep dropping

• Check the antenna and tighten it properly. • If antenna is broken or has a defect, it has to be replaced. • if your signal is weak, kindly move around until you get a stable reception. • If you are in an enclosed area, please move towards the window.

I don’t want to lose incoming calls when my line is engaged?

• Activate call waiting or; • Activate divert to voicemail or any other preferred destination.

I am receiving so many strange calls

• People could wrongly dial your number but if it is becoming a bother then you could write a letter to the Corporate Sales Unit or Onetouch Care4u manager stating the problem and your desire to have your number changed. • After approval, your number could be changed for you. Note: this service is currently available to only Postpaid customers.

Your account cannot be accessed now, please try later

Call the Call Centre on 011 (toll free) with a Onetouch phone or GT landline for assistance

What happens to my unused credit after the expiry date?

• At present, it will be carried over if the recharging is not done before the expiry date. • However, you will lose your credit after the grace period.

I can’t recharge my account?

You have blocked your chances to recharge your account; • Please dial 011 on your Onetouch phone for assistance or Go to the nearest Onetouch Care4U centre

What is international Roaming?

• International Roaming is a facility offered to Onetouch post-paid subscribers. What this means is that Onetouch SIM cards and mobile numbers can be used to make and receive calls in the foreign countries with which Onetouch has roaming agreements. • Onetouch’s exclusive roaming service enables you to make and receive calls while abroad and pay for the charges back in Ghana. You can also retrieve your voicemail messages while overseas.

How do you apply for Roaming?

Four basic steps need to be followed. Step 1 The Subscriber completes the International Roaming application form and submits it to any Onetouch Care4U centre for processing. Step 2 Credit vetting is done on the application to check if the applicant can afford the facility. Step 3 The application is approved. Step 4 The applicant is then required to pay a deposit.

How much will it cost me to activate Roaming?

You pay a refundable deposit of ¢1,200,000

What do I do before Leaving Ghana?

• Contact your Onetouch Care4U centre to make sure that you have been cleared to roam. • It is also advisable to remove your ‘International Call Barring’ if you wish to call outside the host country e.g. back to Ghana. • Check the countries with which Onetouch has international roaming agreements. A list is available on the Onetouch website, www.onetouch.com.gh • Know your Onetouch password before you travel, as you will need this to retrieve your voicemail messages.

What do you do when you arrive at your destination?

• Just turn your handset on and enter your PIN number as usual. In case your phone is on before you disembark, switch it off and on again • Provided you are within the coverage area and you have followed all our advice on what to do before leaving Ghana, you should be automatically connected to the available network within a minute. • You may be given a choice of available networks and manually have to select one using your handset.

How do you make calls whiles roaming?

OUTGOING CALLS: Dial as follows if you are calling a number within the country you are calling from or visiting: Area Code - Telephone - Number - Send. Calls to an International Number (i.e. outside the country you are visiting or calling from) are dialled as: + Country Code - Area Code - Telephone Number - Send. E.g. A call to a Onetouch customer in Accra would be like this: INCOMING CALLS: It is possible to receive calls while roaming, provided you have not diverted incoming calls. • If someone in Ghana wants to call you, he/she would dial your usual mobile phone number e.g. 020 3000000. The caller would pay the normal call while you would pay for the international portion of the call. • If someone outside Ghana wants to call you, he/she needs to dial the international format of your mobile phone number e.g. +233 20 3000000. In this case, the caller would pay for an international call to Ghana while you would pay for the international portion of the call back from Ghana.

How are roaming calls charged?

• Irrespective of where you use your Onetouch service, all charges will be passed directly to your account in Ghana. • Your airtime statement will itemise the total usage. • Outgoing calls are charged at the foreign network’s standard rate plus a roamer mark-up and handling fee. • All calls you receive while roaming will also be charged to your account at Onetouch’s International Roaming rate to the country within which you are located. • Remember that to avoid these charges you can unconditionally divert all incoming calls to your Onetouch voicemail box. This means that you will not be able to receive any incoming calls until you decide to remove the ‘divert’. • If incoming calls are not unconditionally diverted, it is possible that you will pay for two (2) international calls.

Retrieving your Voicemail Messages while Roaming.

To retrieve your messages dial +233 20 XXX YYY followed by the first four digits of your mailbox number (this is your mobile phone number with the code 020). Remember that not all-foreign networks are capable of sending a text message to notify you of new messages.

Setting your Diverts.

If you wish to divert or forward incoming calls to your Onetouch mailbox or any other number, then make sure you know how to do this by consulting your Onetouch Care4U or by referring to your handset manual.

Which countries does OTS have Roaming agreement with?

We currently have roaming partners across the globe and we cover all the most frequent destinations that our cherished customers visit. Visit the Onetouch website, www.onetouch.com.gh or any Onetouch Care4U centre for a list of roaming partners

I can’t switch on my phone/handset

Is your battery fully charged? kindly remove the battery and refix it. Contact a Phone Technician if you still can’t switch it on.

What is CLIP?

CLIP is caller line identification presentation. i.e., your number would appear on the other person’s phone when you call.

What is CLIR?

CLIR is caller line identification restriction, i.e. your number would not appear on the other person’s phone when you call. It is available to Post paid customers only.

How can I prevent people from seeing my number when I call?

Please apply for CLIR at any of the care4u centres, but it is currently for post paid subscribers only.

How much does it cost to activate CLIR?

Activation is free but you pay a monthly charge of $10 or its cedi equivalent at any Onetouch Care4u centre.

What is Call Divert?

It is a facility that enables you to forward your calls to your voicemail, another cell phone or fixed line.

What are your tariffs?

They are in blocks of 20 seconds. We have very competitive rates; these are being reviewed to make it even more attractive in an ever changing market.

How can I register my number?

You have to visit the Onetouch website - www.Onetouch.com to complete the registration form and submit online.

What is Onetouch Prepaid?

Onetouch prepaid is a pay-as-you-go service tailored to meet the pocket of every Ghanaian.

Who can use Onetouch Prepaid?

It is ideal for cost-conscious customers such as middle income earners, students and short term users like tourists and foreign business officials who are on a short stay in Ghana.

How do I get started?

1. Buy your Onetouch Starter Pack from any Ghana Telecom Care4U Centre or retail outlets of our dealers around the country. 2. Insert your Onetouch SIM card into your phone, switch it on and you are ready to activate your Onetouch number. 3. Dial 123, and listen to the voice prompts. You can now make your first call.

What value added services can a Prepaid customer enjoy?

Onetouch Prepaid customers have access to a wide range of services. These include: • Call Conferencing • Call Divert • Call Holding & Waiting • Call Me Back • Community Chat • Family & Friends • i-share Credit Transfer • Onechat • Onetouch Infoshop • S-Club • SMS • SMS Banking • Voicemail