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Flow Tones

Ringback Tunes FAQ

FLOW RingBack Tones FAQ

All Markets

October 2019

1. What is Flow’s RingBack Tones service called “Flow Tones”?

Flow Tones is a service that allows you to use selected songs (RingBack Tones) to replace the tone that is played when someone calls you. So instead of hearing the traditional ring, the caller hears the song that you have selected.

2. Are RingBack Tones different from ring tones?

Yes. A ring tone is the alert you hear from your phone when someone calls you. A RingBack Tone is what someone hears when they dial your number. RingBack Tones are stored on the FLOW network, while ring tones are saved on your phone.

3. Does it matter what phone type and model phone I’m using when subscribing to the RingBack Tones Service?

No. Your ability to successfully subscribe to the service is not dependent on the make and model of handset you are using. RingBack Tones is a network function and is activated on your customer subscriber profile, unlike ring tones that are stored on your phone.

4. How does the FLOW’s RingBack Tones Service work?

You must subscribe to the service and a subscription lasts for 30 days. When someone dials your number, the network recognizes that you are a subscriber to the RingBack Tones service and plays the Tone(s) that you selected for your callers to hear.

5. Is the RingBack Tones service available to all FLOW customers?

Yes. The RingBack Tones service is available to all FLOW residential and business customers.

6. How do I subscribe to the RingBack Tones service?

Barbados & OECS

You have three (3) options available for subscribing to the RingBack Tones service:

• IVR (Interactive Voice Recording) by dialing 7355

• SMS (Text message) by sending keyword “sub” to 7355

• WEB by accessing web portal link @ http://tones.discoverflow.co

Jamaica

You have three (3) options available for subscribing to the RingBack Tones service:

• IVR (Interactive Voice Recording) by dialing 4444288

• SMS (Text message) by sending keyword “sub” to 4444288

• WEB by accessing web portal link @ http://tones.discoverflow.co

Subscribing via IVR

Barbados & OECS

Dial 7355 and you will be prompted to press 1 to subscribe to the service. You will then receive a text message confirming your subscription as well as your IVR + WEB passwords.

Jamaica

Dial 4444288 and you will be prompted to press 1 to subscribe to the service. You will then receive a text message confirming your subscription as well as your IVR + WEB passwords.

Subscribing via SMS (Text Message)

Barbados & OECS

1. Send Text with keyword “sub” to 7355.

2. You will then receive a text message confirming subscription as well as the IVR + WEB passwords.

Jamaica

1 Send Text with keyword “sub” to 4444288.

2 You will then receive a text message confirming subscription as well as the IVR + WEB passwords.

Subscribing via WEB

1. Log on to the FLOW Portal website at http://tones.discoverflow.co

2. Select the new user register link and follow the instructions

3. You will then receive a text message with subscription activation and IVR + WEB passwords. Note: Upon subscription the customer’s number is automatically provisioned on the network for the RingBack Tones service.

7. What is the charge to subscribe to the Ringback Tones service?

The subscription fee and purchase pricing are found in the table below.

8. How do I know that I have subscribed to the service?

You will receive a text message confirming subscription. The text also includes the password to access the IVR and to log in via the website. If you have access to the web portal, you can confirm account status once you have logged in and choose My Profile from menu.

9. Is there an expiry period for the subscription to the RingBack Tones service?

Yes. Each subscription lasts for 30 days.

10. Do I automatically get a RingBack Tone upon subscribing to the service?

Yes, the system automatically assigns you with the network default RingBack Tone upon subscription. You may personalize your profile immediately by purchasing and activating other available tones.

11. What are the features of the RingBack Tones service?

FLOW’s RingBack Tones service allows you to select Tones from a list of various categories to personalize the tone your callers hear. The service also allows you to:

• Set a RingBack Tone for all callers

• Set a RingBack Tone for a specific caller’s number by creating a friends list

• Set a RingBack Tone for a specific group of callers by creating groups

• Set a RingBack Tone to play on specific days and at specific times

• Maintain an library of RingBack Tones for selection

• Gift a RingBack Tone to a friend

• Change RingBack Tones as often as desired

12. What kinds of RingBack Tones are available?

RingBack Tones are available in a number of categories. The categories include:

• Dancehall

• Hip Hop

• R&B

• Reggae

• Religious/ Gospel

• Seasonal

• Soca

• Pop

You can access the full list of categories and songs from all interfaces (IVR, SMS and WEB) and the best experience will be found through the web portal.

13. How do I purchase a RingBack Tone?

Barbados & OECS

A RingBack Tone can be purchased through any of the access interfaces. These include via IVR by calling 7355, sending a text message to 7355, or WEB by logging on to

http://tones.discoverflow.co. See above for details

Jamaica

A RingBack Tone can be purchased through any of the access interfaces. These include via IVR by calling 4444288, sending a text message to 4444288, or WEB by logging on to

http://tones.discoverflow.co. See above for details

14. What is the cost to purchase a RingBack Tone?

Subscribers to the service who purchase a tone will be charged $10 and the tone will last in your library for 90 days. At the end of the expiration period, the tone will automatically renew unless you have removed it from your library prior to renewal date.

Should you decide to listen to songs via the IVR facility you will be charged $10 per minute.

16. Am I able to listen to a RingBack Tone before purchasing it?

Barbados & OECS

Yes. Customers may preview the RingBack Tones free of charge via the WEB interface or by calling 7355 (calls cost $10 per minute).

Jamaica

Yes. Customers may preview the RingBack Tones free of charge via the WEB interface or by calling 4444288 (calls cost $10 per minute).

17. Is there a limit to the number of RingBack Tones that I may purchase?

No, you are not restricted as to the number of RingBack Tones that you can purchase.

18. What is “My Library”?

“My Library” is a collection of RingBack Tones that you have purchased. Your Library is automatically created upon purchasing the first RingBack Tone.

19. How do I delete RingBack Tones from mBy profile?

From the WEB portal, choose My Tones Settings, select the tone and choose Delete.

20. Will I be charged for selecting a RingBack Tones that is already in my library?

No, you will not be charged for selecting RingBack Tones that are already in My Library. You are only charged upon selecting RingBack Tones from the category listings. You can select as many associations with each tone as you feel necessary.

21. How often can I change my RingBack Tones?

You may change RingBack Tones as often as you wish.

22. Can I set different RingBack Tones for specific callers?

Yes. The RingBack Tones service allows you to set a particular RingBack Tone for a specific number or group of numbers.

23. What other features are available with the Ringback Tones service?

Other options for personalization include, but are not limited to:

• Setting the day of the week a Tone should be played

• Setting the time of day the Tone should be played

• Setting a Tone to play on a particular date

• Select a blacklist of numbers that Ringback Tones will not be played for.

Note: Numbers entered in the Blacklist will hear the traditional ring when your number is dialed.

24. Am I charged each time someone calls me and the Ringback Tone is played?

No. You will not be charged each time someone calls you and hears your Ringback Tone.

25. Is another FLOW subscriber charged when they call and hear my Ringback Tone?

No. Callers are not charged when they call and your Ringback Tone is played. FLOW only charges its customers when the call is connected. That is, someone answers the phone or the call goes to voicemail.

26. Can the same password be used for the IVR and WEB interface?

Yes. Upon subscribing the passwords for the IVR and WEB interface are the same. If the password is changed via the IVR it is not automatically changed on the WEB, and vice versa.

27. Does the RingBack Tone service work when I am roaming?

Yes. If you’re a subscriber and someone calls you while you are roaming, they will hear the RingBack Tone being played.

28. If I’m a prepaid customer and I change my number, can the RingBack Tones service be transferred to my new number?

The RingBack Tones subscription is not transferrable. Therefore, if you change your phone number you will be required to subscribe to the service from the new number.

29. If I convert from prepaid to postpaid and vice versa, will I need to re-subscribe to the service?

No. The RingBack Tones subscription will still be available after a service conversion. All RingBack Tone settings including My Library will be stored during conversion.

30. What is the Caller Gift Tone feature?

The Caller Gift Tone allows you to purchase and send a Tone to another RingBack Tones subscriber. Note: A RingBack Tone can only be gifted to another RingBack Tone subscriber. Customers will not be able to gift a Tone to a non-subscriber.

31. Is there a cost to gift a RingBack Tone to another subscriber?

You will pay the regular charge to purchase the RingBack Tone. There is no additional charge for gifting the RingBack Tone to another subscriber. The subscriber receiving the Tone will not be charged.

32. Can I unsubscribe from the RingBack Tones service before the subscription expires?

Yes, you have the option of unsubscribing from the service before the subscription expires.

33. How do I unsubscribe?

Barbados & OECS

You have 3 options available for unsubscribing from the Ringback Tone service:

• Using the IVR by dialing 7355

• Texting keyword “unsub” to 7355

• WEB by accessing web portal @ http://tones.discoverflow.co

Unsubscribe via IVR - Dial 7355. You will be prompted to press 5 to unsubscribe from the service Unsubscribe via SMS - Text keyword “unsub” to service number 7355 .

Jamaica

You have 3 options available for unsubscribing from the Ringback Tone service:

• Using the IVR by dialing 4444288

• Texting keyword “unsub” to 4444288

• WEB by accessing web portal @ http://tones.discoverflow.co

Unsubscribe via IVR - Dial 4444288. You will be prompted to press 5 to unsubscribe from the service Unsubscribe via SMS - Text keyword “unsub” to service number 4444288 .

34. Will my callers still hear the RingBack Tone playing after I have unsubscribed from the service?

No. After unsubscribing the traditional ring tone will be played to all callers.

35. Can I use my own files as a Ring Back Tone?

Not at this time - But we are constantly working to improve the service and this feature may be released at a later date.

36. Can I have one tone for my friends and another one for my business contacts?

Yes, you can have as many tones as you would like in your library. With ability to customize based on time, caller, or date, you could set a default tone for all users, or just a specific group of users. Business contacts will only hear your chosen tone for them.

37. Can I play a special song for a special someone on their birthday?

Sure, you just need to add their number as a contact. Select the special song and assign it to a schedule. (make sure to sign up before their birthday and don’t forget your anniversary)

38. My company has Flow Tones on my company phone- how can I download my own tones?

This is a policy of your company please check with them.

39. How do I pay for my subscription?

You pay for your subscription (and other purchases) using the topup on your Flow Mobile handset or by being charged to your postpaid invoice.

40. What happens if there isn’t enough balance in my account to pay for my subscription?

If at renewal time, you do not have sufficient balance for a monthly subscription, our system will automatically re-register you for a weekly subscription until a monthly renewal attempt succeeds.

41. What if I have a problem with my subscription or a purchase?

If you have any issues – Please contact Flow Customer Care at 1-800-804-2994 (toll free) or 100 from your FLOW mobile. Please have your mobile number available for assistance.

42. How does the free trial subscription work?

You will be alerted to the promotion via SMS. You may also find new promotions through the web portal. Once you log into the web portal, the free promotion message should be displayed. Follow the steps. If not displayed, then after logging into the web portal, choose My Promotions from the menu (top right).