FAQs Purchasers



  Deutsche Fassung

FAQs for purchasers

Payment through infin-Payment Phone

A. Payment from Germany 

How does infin-Payment Phone work?
I cannot use my phone while I'm on the internet.


B. Payment from outside Germany

How does infin-Payment Phone work?
The payment was successful, but I have not received a service in return.  

Payment through infin-Payment SMS

How much does paying per infin-Payment SMS cost?

A. I was prompted to send a SMS 

How does infin-Payment SMS work?
I've sent the SMS with the right text but I didn't receive what I paid for.
I've sent the SMS but the system returns the information the SMS hasn't arrived yet.
I made a mistake while typing the SMS text.
I forgot the space character in the SMS text.

B. I was prompted to enter my mobile number into the payment form.

How does infin-Payment SMS work?
infin-Payment won’t accept my mobile number. 
My payment code couldn’t be verified. / My payment code is wrong.
My prepaid card has been charged the payable amount although I never received or never used the payment code.

Other questions

I cannot open the document I've downloaded.
Indications on the phone bill
On my itemised bill there are several positions for a single service


Answers

Payment through infin-Payment Phone

How much does paying through infin-Payment Phone cost?

Costs are quoted on the infin-Payment interface. All costs will be listed on your telephone bill.

A. Payment from Germany

How does infin-Payment Phone work?

By using infin-Payment you pay services on the internet through your telephone provider. 
For using infin-Payment Phone you never ever have to provide personal data like bank details or credit card numbers. 

Fixed line phones:

Choose infin-Payment as a payment method and dial the service number for fixed line networks specified on the payment interface. 
During the call you'll be told a TAN (a five digit TransAction Number). The call will be automatically terminated. Enter the TAN on the infin-Payment interface and click "Next" to access the service you just paid for. For higher amounts infin-Payment requires more than one call. Please redial the same service number from the same fixed line phone connection. As soon as the full amount is paid, you'll be redirected to the service you paid for. National premium rate numbers are only accessible by calling from within the respective countries.
Each TAN is valid for exactly one purchase only. You can use any single TAN only once. 

Mobile phones:

Choose infin-Payment as the payment method you want to use and dial the service number for mobile networks specified on the payment interface.
During the call you'll be told a TAN (a five digit TransAction Number). You'll also receive the TAN via SMS. As soon as the full amount is paid, infin-Payment will automatically terminate the call. Enter the TAN into the infin-Payment interface and click "Next" to access the service you just paid for. If you hang up too soon or if there's not sufficient credit on your prepaid card please redial the same service number again from the same mobile phone to complete your payment. Only the still outstanding amount will be charged and you can then use the TAN you already received. This procedure only works with the service number for mobile phones.
Each TAN is valid for exactly one purchase only. You can use any single TAN only once.

Fixed line and mobile network

If you find only one phone number with pricing information for calls from a fixed line telephone and from a mobile telephone this number is accessible both from fixed line and from mobile networks. So you can call either from a fixed line telephone or from a mobile telephone just as you wish. 
Please bear in mind that some mobile network providers charge additional fees compared to fixed network fees. infin has no influence whatsoever on these additional fees. Resulting prices for calls from mobile networks can amount up to 3 Euros per minute. 
Please enter the TAN into the form on the payment page and then click on "Next".

How do I complete my payment?

If your browser is set not to accept cookies or if you open the infin-Payment page from your favourites list, you will receive the following error: „The system cannot complete your payment.”
1. Please accept cookies in your web browser to enable the completion of the payment process. In Internet Explorer in the menu Tools/Internet options/Privacy please choose the option „Medium“. In Mozilla Firefox in the menu Tools/Options/Privacy please “Accept cookies from sites”. In Google Chrome in the menu Options/Under the Bonnet/Content-Settings/ please “Allow local data to be set”. 
2.  Please do not open the infin-Payment page from your favourites list, but directly from the appropriate webpage. 
Please also accept third-party cookies.

How do I correct an already entered TAN?

1. You  may have made a mistake while typing in the TAN. Please try again. If you cannot remember your TAN, please contact our infin-SupportTeam.
2. Please make sure your TAN has the same value as the desired service. The value of your TAN must correspond to the value of the desired service.
3. If the page has several tabs, please enter your TAN into the appropiate tab only (for fixed line phones or for mobile phones respectively). If you called from a fixed line phone please enter your payment code into the tab for fixed line phones.
4. If you receive the error message “Invalid TAN” you probably misdialed. If the amount stated in the voice message does not match the amount specified on the payment interface, please hang up - you probably misdialled. If you hang up before the beep, you are charged for the short telephone connection only. If you hang up after the beep, the complete payment will be irreversible.

My TAN is already used, but I have not received  a return service

Each TAN can be used only once. After being used once, TANs expire. In case you do not receive your service immediately after typing in your TAN, please wait a little. Sometimes it can take some time until the service is activated. In case you did not receive your service during an hour, please address to our infin-SupportTeam  or directly approach the vendor.

My TAN has expired. 

Any TAN can be used only once within 15 days. After this period the TAN expires.

My TAN hasn’t been fully paid yet.
If your call has been prematurely terminated please complete the payment by calling the same number from the same mobile phone again. Only the outstanding amount will be billed during this call. After completing the payment your TAN will become valid. This procedure will only work for mobile phones.

Why does the call from a mobile phone cost so much?

For calls to service numbers some mobile network providers charge a premium to the tariff valid from fixed line networks. This surcharge differs from provider to provider. Please contact your mobile network provider for more information.

I entered the TAN and started the download when my computer shut down. Now my TAN does not work anymore.

Each TAN can be used only once. Please contact our infin-SupportTeam if while or after entering the first TAN the redirection to the service did not work.

I cannot connect to the indicated service number.

·     Some network providers block calls to 0900 numbers automatically. To unblock your connection, please contact your network provider (e.g. T-Com, Arcor, M-Net, NETCOLOGNE etc.). 
·     You cannot reach the service number if your telephone or telephone system is blocked for 0900 numbers. In this case please contact the administrator of your telephone system.
·     If you yourself initiated blocking your line for 0900 numbers you can always remove the block through a request addressed to your network provider.
·     If not explicitly indicated otherwise 0900 numbers are only available in the country and from the network stated on the payment interface.
·     If calling from a mobile phone please make sure to use the number indicated for mobile networks.

I cannot use my phone while I'm on the Internet.

In case you are not able to surf on the internet and make phone calls at the same time, disconnect from the internet without closing your browser and call the service number to get a TAN. Connecting to the internet again after completing the phone call you can enter the TAN directly into the still open payment interface and click "Next". You can also pay without disconnecting from the Internet if you call from your mobile phone.


B. Payment from outside Germany:

Fixed line phones and mobile phones:

Select  infin-Payment as a payment method and call the phone number that is indicated on the infin-Payment interface.Type the TAN you see into your telephone keypad. Wait until the call is ended and click on “Next”. It is compulsory to click on “Next”, because otherwise your payment cannot be forwarded to the vendor. If you hang up too soon before the full amount could be charged, you won't be able to access the desired service. So we recommend you to make sure you've got enough credit on your prepaid card prior to calling.
It can be helpful to check what costs may be additionally charged by your mobile network provider for calling service numbers. Premium rate  numbers can be reached only by calling out of the same country. It is not possible to call for one country and use the TAN for another country (e.g. call from a German number at a German 0900-service number and try to use the TAN for a payment in Poland).
Each TAN is valid for exactly one purchase only. You can use any single TAN only once.

If the connection was interrupted automatically:

1. You have not activated tone dialling. In order for the TAN to function, please activate tone dialling.
This might be due to your telephone connection or your network provider. Please address your provider and check whether your current settings, as well as the settings of the provider, allow tone dialling, and ask for information about how to activate tone dialling.
2. You mistyped the TAN. 
3. You might need to top up your mobile phone balance and continue the interrupted payment transaction.
It is compulsory to click on “Next” after the call ended, because otherwise your payment cannot be forwarded to the vendor.  Please address to our infin-SupportTeam.

Payment through infin-Payment SMS

How much does paying per infin-Payment SMS cost?

All costs are stated on the payment interface.
Billing is processed through your telephone bill.

A. I was prompted to send an SMS

How does infin-Payment SMS work?

Choose infin-Payment SMS as a payment method to open the infin-Payment interface. 
1. Send a SMS with the text indicated in the first box: Keyword space character payment code 
(e.g. "WEB 23456" without quotation marks) to the indicated short number. Please send only the text, without quotes (").
2. After having sent the SMS click "Next", otherwise the payment is lost.
This infin-Payment SMS method is only available for German, Austrian and Swiss mobile networks.

I've sent the SMS with the right text but I didn't receive what I paid for.

1. A SMS-payment code can be used only once. For each service you need to send a different SMS with a different SMS payment code. So it is not possible to buy more than one service with the same SMS payment code. Please do not use the redial function.
2. infin-Payment processes only the payment, not the services paid for. Only the service providers themselves can give information regarding the allocation of the services (e.g. upjers, InnoGames, Basecom, etc.). Please contact your service provider for questions related to their services.

I've sent the SMS, but the system returns the information the SMS hasn't arrived yet.

1. Please check once more the text and the payment code you sent as well as the short number you sent the SMS to.
If the text was not typed in correctly or if you have sent the SMS to another short number the SMS will not reach infin-Payment and thus cannot be processed. This has the same effect as misdialling for a phone call: The person you are trying to reach will not know you have been trying to call.
2. Sometimes it can take a while until the SMS is transmitted. 
3. If you send the SMS from a fixed line phone, the SMS will not arrive at infin-Payment and cannot be processed. The infin-Payment SMS service is blocked for fixed line phones. Thus you can only pay using mobile phones connected to the mobile network.

I made a mistake while typing the SMS text.

If you send a SMS with a different text than the one indicated on the payment interface, the SMS will not reach infin and cannot be processed. This has the same effect as misdialling for a phone call: The person you are trying to reach will not know you have been trying to call.

I forgot the space character in the SMS text.

If you send a SMS without the space character in the text, the SMS will not reach infin-Payment and cannot be processed. This has the same effect as misdialling for a phone call: The person you are trying to reach will not know you have been trying to call.

B. I was prompted to enter my mobile number into the payment form

How does infin-Payment SMS work?

Choose infin-Payment SMS as a payment method to open the infin-Payment SMS page.
1.Enter your mobile number into the form on the payment page. infin-Payment will send your payment code via SMS in response.
2.Please enter this payment code into the payment form. Please don’t forget to click ”Next“ so your payment won’t get lost.

infin-Payment won’t accept my mobile number.

Please make sure that:
-You entered your mobile number correctly,
-You’ve got mobile phone reception,
-Your mobile phone is turned on,
-Your prepaid account has been properly re-charged.
In case your mobile number is not accepted please contact your mobile network provider. Possibly your mobile network provider doesn't allow  sending SMS or doesn’t support SMS payments.

My payment code couldn’t be verified. / My payment code is wrong.

This means:
-You had a typo while entering the payment code,
-The payment code you entered might have expired. Payment codes remain valid for a period of 30 minutes. After this period payment codes will expire.

If you’re using a prepaid card the payable amount will be blocked after you’ve entered your mobile number. Once you’ve entered the payment code (you received via SMS) the blocked amount will be effectively debited from your card.
If you don’t enter the payment code within 30 minutes, the payment code expires and the blocked amount will be unblocked shortly. For questions regarding the time duration till unblocking please contact your mobile network provider.

My prepaid card has been charged the payable amount although I never received or never used the payment code.

The payable amount is blocked on your prepaid card as soon as you enter your mobile number on the payment page. If the payment code you receive via SMS is successfully entered within 30 minutes the amount will be effectively deducted from your prepaid card. If the payment code you received via SMS is not successfully entered within 30 minutes it expires and your mobile network provider will unblock the blocked amount.

Other questions

I cannot open the document I've downloaded.

- Files with the extension .zip can be opened using archiving tool such as WinZip.
- Files with the extension .pdf can be opened using PDF readers such as Adobe Acrobat Reader.

Indications on the phone bill

The amount charged by infi-Payment is stated separately on your telephone bill. According to the service used there is one of the following identifiers indicated on your bill:

0900 habbo.de Talerkauf -  Payment processes on the Internet platform Habbo Hotel.
0900 FaxAbruf Teletext infin -  Amounts payable for fax on demand.
0900 www.infin.de -  Services by infin regarding fax, voice or the internet. 

On my itemised bill there are several positions for a single service

Reasons:

1. Because the Deutsche Telekom allows billing only for restricted amounts per block-tariff, for higher values there have to be made more calls. From your connection there have been made calls for a value which is higher than the amount that can be billed through a single call. So there had to be made several calls for the same payment process.
2. At the combination of block tariff and tariff per minute on the phone bill there appear several calls for one and the same payment process. Usually the duration of the position that is billed per block tariff is of one second. The actual duration of the call is indicated at the position that refers to the tariff per minute. It still is only one call.
When you add the amounts of the bill positions that refer to the same payment process, you will get the net value of the service you bought.

Couldn't find the answer to your question in these FAQ?  Please get in touch with our infin-SupportTeam.





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