See How Pivotel Is Making a Difference | Pivotel Preparedness Center

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Can I change my plan if I am under contract?
Yes, you can increase your call plan and later decrease it to the original minimum term plan.
Can I pay in advance?
Yes, you can pay in advance by credit card/debit card for any amount you would like and this will be applied to your account as a credit balance. Any future invoices will be deducted from your credit balance until the credit runs out. Please call our friendly Customer Care team to arrange on +1 865 379 8723.
Can I use my satellite phone outside of the US?
Yes, you can. The coverage areas of all of the satellite networks differ so it is worthwhile checking the appropriate coverage map. If you are connected on the Inmarsat network, and using your service outside of US, the cost to call back to US will be the same as when you make a local call from within US. Incoming calls to your Inmarsat phone when traveling outside of the US are free on most handset plans. If you are connected to the Iridium satellite network and are using your service outside of US your call rates will be different to those that apply when inside the US.
Can I use my satellite phone overseas?
The Iridium network has full global coverage allowing you to use your phone across the globe, on land or at sea. Your Iridium phone will operate at the standard rates with the US, and outside zone call rates outside of the US. Please refer to the coverage maps for details of these zones.
How do I activate airtime?

Click here to download and complete the Pivotel Service Agreement. Be sure to include the SIM card number and the plan you wish to activate. Once complete email the service agreement to activations@pivotel.com

How do I change my SelfCare password?

Go to pivotel.com/selfcare and choose “Forgot Password” to change your password. This can also be done in the preferences in your SelfCare account.

How do I get a US number?
If you subscribe to a US number plan, the number will be given based on the billing address. If you wish to have a certain area code, please request that area code and we will work to accommodate you.
How do I identify the new IsatPhone 2 (Model 2.1)?
The new ‘Model: 2.1’ details are displayed on the outside of the phone’s packaging and on the CE label inside the handset. You can also identify the model by going to the ‘About’ menu setting of the handset.
How do I make a call, or send a text from my satellite phone?
Making a call on a satellite phone is very similar to a mobile phone – simply dial the number you want to call by using the numeric keypad and press the send or phone button. Likewise sending a text message is also very similar to messaging on a mobile phone. If you need to call Emergency Services, you just dial 911. There are instructions in the box with the phone for registering your unit with the GEOS International Rescue Centre who work with US Rescue Centers for SOS events. This is a free service for Pivotel Iridium customers.
How do I place my new Pivotel SIM into my Satellite Phone?
  • Note that the SIM Card format is Standard (you will also see this in your owner’s manual).
  • Loosen Standard SIM which is the outer SIM.
  • Insert the SIM Card in your Satellite Phone, the SIM Card holder should be located under the battery (for further instructions consult your satellite phone owner’s manual).
  • If you require further assistance please call Pivotel Customer Care on +1 865 379 8723. For more information see SIM HELP
How do I setup my free Pivotel voicemail service?
Call +61424212121 to set up you free Pivotel voicemail service.
How do I test my Pivotel satellite phone service free of charge?

Pivotel satellite subscribers can test the phone by calling 1-302-260-8378. Through this number, callers will hear a recorded message confirming that their call was completed. If customers find that their phones are not operational through this process, please call our support line 865.379.8723 to get further assistance.

How do I understand the usage on my bill?
If you need assistance understanding the rates on your bill, do not hesitate to call Pivotel customer care on +1 865 379 8723. We are happy to help you understand your bill.
How do I view my latest bill?
In SelfCare, you will see the latest bill as a link. Click on the date of the bill and it will download as a PDF file.
I am trying to login to Selfcare, but we have not been set up for this service. Can you please set this up for us?

Your online account can be accessed by going to Pivotel Selfcare and entering your account number and account password on the login page. You will also find a link on Pivotel’s navigation located at the top of each page. If you have not already set up a password, or if you have forgotten a previously selected password, please call our friendly Customer Care team on +1 865 379 8723 who will arrange a temporary password. Once you have that you can access your online account plus update your password.

My device won’t connect to the network. Can you tell me why?
Please check: - You have a current connected service with Pivotel Satellite - Your SIM has been inserted correctly into the device - Enough battery power - Clear line of sight to the relevant Satellite - Service is not suspended or under credit action If you have checked all the above and are still unable to use your service, please call Pivotel Customer Care on +1 865 379 8723
Voicemail Setup

Pivotel provides a voicemail service so you never miss a call. To set up your voicemail call the voicemail access shortcode 121 or +61424212121 from your Iridium phone for the initial set up. Once connected, follow the voice prompt to set up your 4-digit pin, confirm your time zone and record a message if you want.

You can also save you can also choose to save the voicemail access number in your Iridium phone for easy access. To do this,  select Menu > Voicemail > Voicemail Settings > Number then enter +61424212121 and select save. Calls to voicemail from your Iridium phone are charged at your standard outgoing call rates.

Once your voicemail is set up you can either access it from your Iridium phone using the +61424212121 or can call your +18882886880from another phone then press the (#) once the message starts and enter your pin code. Call to your voicemail from a landline or mobile phone will incur charges specific to these services.

What are the most suitable plans & devices that I can use when not in mobile phone coverage?
You’ll likely have some requirements that are unique to your circumstances, perhaps you already have equipment, or maybe you want to set up multiple locations, it will all depend on what you are wanting to do. I’m sure whatever you need, you will also want a solution that’s reliable, easy to use, from a provider you can count on and that’s where Pivotel can help. Pivotel works with all four major mobile satellite providers and we offer the largest range of plans with something to suit every budget and remote communication requirement. Our solutions range from personal communicator and safety devices to high-end satellite phones and high-speed satellite data terminals. If you’re a casual traveler, a State/Corporate department, or anything in between our team of satellite solution experts will be able to assist you. To ensure you get the right solution that meets your needs and budget, contact the Pivotel team on +1 865 379 8723
What is my phone number?
When your satellite phone has been connected, you will be allocated a standard US mobile number starting with +1, this is the phone number to dial to call your phone. We recommend using International formats to store and dial calls, which means your satellite phone number will be +1XXXXXXXXXX To call numbers from your handset you need to dial using the international format for example +1XXXXXXXXXX.
What should I do if I misplace or have my phone stolen?
Contact Customer Care immediately on +1 865 379 8723 and they will bar your service to prevent the phone being used.

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