Welcome to White Eagle

English Frequently Asked Questions



Q:
What is Eagle Talk?
A:
Eagle talk is our International call saving service. It operates in much the same way as a calling card service where you dial an access number first (which you pay the cost of) and then dial an international or other destination number which is charged at the great value Eagle Talk call rates.
Q:
How is Eagle Talk different from other low cost international call providers?
A:
Eagle Talk offers a no catches and no tricks calling service. We provide a full detailed call record available to you within your White-Eagle member services. Our high quality service does not charge daily / monthly fees connection or disconnection fees like many providers
Q:
Do I need a White Eagle™ Prepaid Maestro card to access Eagle Talk services?
A:
Eagle Talk is currently only available to White Eagle™ prepaid card holders however you can access eagle Talk services via non geographic and premium rate numbers where your calls are paid for by the cost of dialling these access numbers. Click Here for more details.
Q:
Where can I call to with my Eagle Talk account?
A:
With Eagle Talk you are able to call destinations all over the world both mobile and landline. Click here to see full details and our great rates.
Q:
Is there a need to sign an agreement?
A:
No. When you received your White Eagle welcome pack you will have received terms and conditions. By activating your Eagle Talk account you are agreeing to these. The terms and conditions are also available on the White Eagle website - www.white-eagle.com/eagletalk
Q:
How do I open my Eagle Talk account?
A:
When ordering a White Eagle™ Prepaid Maestro card you are able to open an account once you have activated your White Eagle Prepaid Maestro card. Non White Eagle™ prepaid card holders will only be able to access Eagle talk services by dialling premium rate access numbers. In this instance your call charge is collected through the cost of dialling the access number. These access numbers are charged from 5p per minute to dial depending on the final call destination for full details please click here.
Q:
Where can I find my Eagle Talk PIN?
A:
When activating your Eagle Talk account you will receive your 8 digit pin number which will be sent to your email and / or mobile as advised when activating your account
Q:
How do I use my Eagle Talk account?
A:
Simply dial the access number that has been provided in your welcome pack then enter your pin number. You will be then advised your current balance followed by "Please enter the number you wish to dial". At this point dial your destination number. Please note if dialling a UK Eagle talk access number and then dialling through to a UK landline or mobile you must not use the international codes i.e 0207 123456 = 0207 123456
Q:
What does CLI mean?
A:
CLI means Calling Line Identifier and refers to the number you are calling from.
Q:
How do I top-up my Eagle Talk account?
A:
Your eagle talk account can be topped up instantly by calling 08448 115 115 (select language if requested) then enter 2. Then enter 1. Please ensure you have your White Eagle™ prepaid Card to hand. You can also top up from within web services by selecting top up when in the Eagle Talk section. You will also need your card to hand if this is the first time you are using web services to top up your Eagle Talk account. If you have previously set up your card within web services you can simply click the Top up button and enter the amount. If you have had your card replaced since you set up payment by web you will need to change your CV2 number (Last 3 digits on the back of the card) for the transaction to be processed.
Q:
Can I top-up my Eagle Talk account using any credit or debit card?
A:
No we are not able to offer top-up by credit/debit cards not provided by White Eagle at the moment.
Q:
Is there a limit to how much I can top-up per day?
A:
You can only top up where your White Eagle™ prepaid card has the requested available balance. The minimum top up is £5. Where you have enabled auto top up to your Eagle Talk account this will only be processed where there are available funds
Q:
Are there any destinations where I will not be able to dial with Eagle Talk.
A:
There are a few destinations that Eagle Talk have restricted on the service. The main restrictions include dialling sattelite phones and ISDN numbers.
Q:
Can I Access my Eagle Talk account when abroad?
A:
Yes and as part of our service we also have available a number of local access numbers in countries around the world. Click here to see our current list.
Q:
I’ve just tried to use my Eagle Talk account and it does not work.
A:
Your account might not work for a number of reasons 1.   You are entering an incorrect PIN 2.   You have no balance left in your account 3.   We have blocked the account for security purposes or on a PIN holders instruction 4. The CLI you are calling from has been barred Please call Customer Services on 0844 115 115 for assistance.
Q:
Do I receive a statement?
A:
You will not receive a paper statement, however, you can view your current balance and recent transactions online free of charge at www.white-eagle.com/myaccount
Q:
How can I check my balance and calling records?
A:
You can check your balance and transaction history online for free! Alternatively you can call Customer Services on 08448 115 115 (calls are charged at 5p per minute from UK landline - other network charges may apply). To check online log in to your members area CLICK HERE and select the Eagle Talk tab in the web page.
Q:
Do I need a minimum balance to make a call?
A:
If your balance does not have enough to make a one minute call or longer to your chosen destination it will not be allowed.
Q:
How do I close my Eagle Talk account?
A:
If you want to close your Eagle Talk account just call our Customer Services team on 08448 115 115.
Q:
What do I need to do if any of my personal details change?
A:
You must let us know as soon as possible by logging in and using the 'Your Details' facility on the website if you change name, address, phone number or e-mail address. If we contact you in relation to your Eagle Talk Account, we will use the most recent contact details you have provided to us. Any e-mail to you will be treated as being received as soon as it is sent by us. We will not be liable to you if your contact details have changed and you have not told us.
Q:
What happens if I forget my password to the members area?
A:
You can request a new password by clicking "forgot your password" area within our web site. This will send a temporary password to the email address we have registered for you. When you first log in with a new password you are required to change it to something more memorable. Our Customer Services team can also help on 08448 115 115.
Q:
What happens if I forget my username to the members area?
A:
Just give our Customer Services team a call on 08448 115 115 and we will assist you in creating a new password to access your information online.
Q:
What happens if I forget my Account PIN?
A:
Just give our Customer Services team a call on 08448 115 115 or log on to www.white-eagle.com/myaccount and we will arrange to send you a reminder by post. Please see terms and conditions for full details.
Q:
What happens if you do not recognise a transaction advised in your Eagle Talk account.
A:
If you believe that any of the transactions on your account are unauthorised or you believe a transaction has been incorrectly posted to your account, you may claim a refund of the applicable amount by phoning our Customer Services team on 08448 115 115 or by writing to us within 14 days of the date of the relevant transaction. If our investigations uncover that the disputed transaction was genuine and authorised by you or an additional cardholder, you may be charged an investigation fee. See terms and conditions for full details.
Q:
Contacting us about your Eagle Talk Account
A:
You can contact us by calling Customer Services on 08448 115 115. You can also contact us by using the e-mail enquiry facility on the website at www.white-eagle.com or by writing to Customer Services at White Eagle, PO Box 1294, High Wycombe, HP10 9TG
Q:
For more information about Eagle Talk
A:
Visit our frequently asked questions pages and other areas of this website. Visit the Members Area to: Activate your card Check your card balance Check your last transactions and payment information Change your security code Edit your personal details Change your members area password Add a companion card for a family member or friend
Q:
Who do I contact if my personal details change?
A:
Please visit our Member’s Area to update your contact details. Alternatively, please contact Customer Services on 08448 115 115 and they will amend your records.
Q:
What are your Customer Services opening times?
A:
Customer Services are open 9.00am to 6.00pm Monday to Friday excluding UK public holidays. You can report a Lost or Stolen card 24 hours a day, 7 days a week on 08448 115 115.
Q:
I'm not happy with the service. How do I make a complaint?
A:
If you are unhappy with the way your card is being run, or you believe that a transaction has been incorrectly posted to your card, you should contact Customer Services on 08448 115 115 so that we can investigate the circumstances as soon as possible. You can also contact us by using the e-mail enquiry facility on the website or by writing to Customer Services at White Eagle, PO Box 1294, High Wycombe, HP10 9TG If we are unable to resolve any complaint through our internal complaints procedure, you may contact the Financial Ombudsman at: South Quay Plaza, 183 Marsh Wall, London. Telephone 0845 080 1800. Email: enquiries@financial-ombudsman.org.uk
Q:
Do I have to have a WE Prepaid card to use Eagle talk?
A:
No, you can call on a pay as u go basis by dialling one of our special access numbers click here for details. Though one of the many benefits of being a White_Eagle card holder are the lower call rates you receive from Eagle Talk.
Q:
My account pin is not being accepted
A:
Your account pin would have been sent to you by email and or text message when your eagle talk account was activated. This is an 8 digit number.
Q:
What is a cli Pin?
A:
This is a 4 digit Pin number that is selected when first dialling an Eagle Talk access number.
Q:
How do I add a cli to my account?
A:
Simply dial the Eagle Talk access number from the new CLI enter the Long pin Number sent when activating the account. This will then register this cli and will require the entry of a short 4 digit cli pin. Once this is complete when dialling into the access number form this CLI only the 4 digit pin needs to be entered
Q:
How do I block access to my account from a user?
A:
If you would like to remove access to a previously authorised user you will need to firstly change your 8 digit pin and then remove all cli's previously registered. SEE IVR Menu below for full details