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Why CallUma?
CallUma is the only company to offer all of these
services in one place, giving you total peace of mind whilst you are away. UMA is
an acronym of Universal Multilingual Assistant and, as our brand name conveys, you
will always speak to a real person.
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Can other members of my family use the
CallUma service?
Yes. All CallUma services can be used by the whole family, however all our
services are subject to a fair usage policy. Please see our Terms and Conditions,
section 10.2.
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Can you deal with official bodies like the police?
Our interpreters are well equipped to deal with professional bodies on your behalf,
e.g. local police, building and planning departments, lawyers or doctors.
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Do you know information about local customs?
We have a large number of interpreters available and we will certainly be able
to provide you with information on local customs. It may even be possible to connect
you to a specific interpreter who either lives or has lived in the area you wish
to know more about.
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Will you remind me that my annual membership is about to run out?
Yes. We will email and text you two weeks prior to the expiry date of your membership.
Your membership will automatically be renewed on the expiry date. If you do not
want to renew your membership simply email cancelmembership@calluma.com and include
your tracking number.
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Do I need to register before I travel?
Yes. Please note that it can take up to 24 hours for your account to be activated.
We suggest you allow for this when purchasing any CallUma product. If you are travelling
within the next 24 hours, please call us on +44 (0)1481 825 100 or email memberenquiries@calluma.com
for assistance.
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I still have questions. Can I speak to
a real person?
Yes. Please feel free to telephone on +44 (0) 1481 825 100, Monday - Friday,
9am - 5pm. You can also contact us anytime via email on memberenquires@calluma.com,
by fax on +44 (0) 1787 376 871.
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Calls (Explorer
package only)
How does the service work?
Our services allow you to contact CallUma at any time to request language interpretation,
information or assistance from wherever you are in the world, via mobile or landline
telephone. Between them, our advisers speak over 87% of the world's most widely
spoken languages and are available 365 days a year.
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What is classed as an emergency call?
We class an emergency call as a call requiring language assistance to communicate
with either the police, fire or ambulance services. This, where appropriate, will
be extended to include: coastguards, mountain rescue and other services at our discretion.
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What happens if I have no reception on
my mobile phone?
As a CallUma member you are able to contact us from any phone whether mobile,
landline or payphone.
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Can I use any phone to contact CallUma?
Yes, the CallUma membership is personal to you and you can call us from any landline,
payphone or mobile phone.
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Can CallUma make a call on my behalf?
If required we will make an outbound three-way call whilst you are on the phone.
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Will you keep me on hold?
Our aim is to provide assistance and help in the most timely and efficient
manner as possible. This may, on occasion, mean putting you on hold while we speak
to another party to obtain the information you require.
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Will my call be answered by a machine and
will I have to press numerous buttons to get connected?
No. When you call CallUma you will be answered by a live interpreter. There
is no need to go through automated welcome routines.
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Can I be sure that you will have an interpreter
to speak the language I need when I call?
CallUma endeavours to respond to your requirements as speedily as possible.
For the less frequently requested languages it may take longer to put you through
to one of our interpreters who can speak that language. You will not be charged
until you are connected to an appropriate interpreter.
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Just TEXT HELP
How do I know my subscription is active?
When you subscribe to Just TEXT HELP, you will receive a welcome text message
containing the text number for you to contact us on should you need to. We strongly
recommend that you store this number directly into your mobile phone for easy access
to our services.
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How do I send a text for emergency help?
When you require emergency language assistance text the words HELP and the
language required e.g. (HELP SPANISH to +44 (0) 7590 825 118)
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How long before you call me back when I
send an emergency text?
Please understand that we have no control as to how long it will take for a
text message to reach us. Please be assured that once we have received your text
we will respond immediately.
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Am I charged when you call me back in an
emergency?
No you are not charged for the call by CallUma when you need emergency help
with language assistance.
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What is classed as an emergency text message?
We class an emergency text as requiring language assistance to communicate
with either the police, fire or ambulance services. This will also include: lost
or stolen passports/credit cards, lost child and will extend to coastguards, mountain
rescue and other services at our discretion.
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What happens if I text Help and it is not
an emergency?
When we receive a Help text we will call back to assist you. In the event that
the situation is NOT an emergency we will politely inform you that the non emergency
translation/interpretation service is not available and will offer you the opportunity
to purchase Pass the Phone minutes or upgrade to a full Annual Explorer package, which includes the use of translation/interpretation
and other services.
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How do I send you a text for information?
Simply send us a text message to the text line number requesting the information
required. We will text the relevant information selected from our database. We cannot
guarantee or be held responsible for the quality of any third party services provided.
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If I send you a text for translation, how
long before I receive a reply?
We endeavour to respond to text translation requests in a timely manner and
aim to reply within 30 minutes. Please be clear in your text which language you
wish the text to be translated into.
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Why are text messages limited to 160 characters?
The size of texts is set by SMS (Short Message Service) standards. Please note
that “characters” include spaces between words.
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Document store
How secure is my private information in the document store?
The CallUma document store is hosted on a secure server protected by industry leading
firewalls and other security measures. You will have your own PIN and will need
to answer security questions that only you will know. The server is physically located
in a secure and controlled environment. CallUma staff have no access to your personal
data in your document store.
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What happens to my data in the document store at the end of my annual membership?
If you do not renew your membership the data stored in your document safe will be
automatically deleted.
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How many documents can I store?
The 25MB storage included with the Explorer membership will allow you to store
the equivalent of a 500 page word document or approximately 25 high quality images.
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How do I upload documents into my document storage?
To upload documents to your document storage, simply log into your CallUma account
and click the document storage link on your "My CallUma" page. You will then need
to login using your document storage username (which will be your firstname.lastname,
eg John.Smith) and your document storage password which you chose when registering.
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Luggage tags
and tracking
Can I use my luggage tags more than once?
Yes. If you have purchased annual multi trip luggage tags you can use your tags as many times as you like both at home and abroad. Annual multi trip luggage tags consist of 3 luggage tags and 1 wallet id card.
If you have purchased single trip luggage tags these are valid for a period of 30 days from date of activation.
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Why shouldn’t I just write my name and
address on my luggage?
For security reasons you are strongly advised not to openly display your name
and address details on your luggage.
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What happens to all the lost luggage?
Most lost luggage is not actually lost, it is normally a simple case of the
baggage handlers being unable to identify the owner. Baggage handlers are obliged
to do their utmost to return any luggage to its rightful owner. However, any luggage
that cannot be reunited with its owner and remains unclaimed for a specified period
of time will usually be sent to auction.
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Do I still need to purchase travel insurance?
Yes. You are advised to take out travel insurance whenever you travel.
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What should I do if I’ve lost my tags?
In the event of your tags getting lost, email memberenquiries@calluma.com
or send an SMS text message to +44 (0)7590 825 118 to let us know. Please include
your tracking number in your message (this can be found on your membership card).
We will deactivate your tracking number and issue you with a replacement set of
luggage tags, membership card and new tracking number free of charge.
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What if my luggage tags get damaged?
Tag ‘n’ Traq luggage tags are extremely durable and have been tried and
tested to withstand heavy handling. However, in the unlikely event that your tags
become damaged, please return them to us at CallUma House, 14 Cornard Road, Sudbury,
Suffolk CO10 2XA along with your membership card and we will issue you with a replacement
set free of charge.
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Lost/stolen
credit card assistance
Can you help me cancel my lost or stolen credit/debit cards?
Yes. You can call us to help you block or cancel your lost/stolen credit/debit
cards anytime, anywhere. Simply call the helpline and explain to the CallUma assistant
where and when you first noticed that your cards were missing. Your assistant will
then call your card companies on your behalf or provide you with the contact telephone
number to the relevant banks or organisations. If you would like us to call on your
behalf you will be able to stay on the phone to assist with any further information
that may be required to cancel and organise replacement cards.
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Payment and
charging
Will I still get charged by my service provider for calling/texting you from abroad?
Yes, your service provider will charge you depending upon the contract that
you have with them. This will probably include a ‘roaming charge.’ For more details
please contact your mobile phone service provider.
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Over the
phone interpretation
When would I use this service?
Over the phone interpretation can be used in any situation where the language
is a barrier. The service is ideal for holiday-home owners or ex-pats who are trying
to deal with general day to day encounters, including liaising with foreign lawyers,
banks, schools, utility companies and tradesmen to more complex issues. For business
travellers, the service can be used at international meetings or when liaising with
non Engilish speaking clients. For ease of use, speed, accuracy and affordability
our service is second to none.
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What happens if I run out of call time?
No problem. Your interpreter will advise you that your pre-paid call time is
running low and will be able to top up your account over the phone.
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Can I allow my friends/colleagues/family
to use my minutes?
On activation of your account you will be provided with a password and security
PIN. These details can be shared at your discretion but, of course, your account
will be debited for the minutes used.
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