Questions and answers

Answers about Sipco, recipient lookup, your personal account and balance top-ups.

What is Sipco?

Internet calls from a phone or computer using the Sipco web app or a compatible SIP client.

Do I need to install an app?

You can open your personal account in a browser. If supported, add Sipco as an installed app. Calls require microphone permission.

Can I top up someone else’s account without signing in?

Yes. Enter the account’s international phone, SIP login or email, check the masked recipient and continue. Full personal details and the recipient’s balance are not disclosed.

When will the money be credited?

Crediting follows payment-provider confirmation as a separate step. Returning from checkout alone does not prove payment. Check the status on the top-up page; do not pay again while it is pending.

Who receives the receipt?

After crediting, the recipient account owner can access the receipt in their personal account. The system also queues a receipt email if a valid address is available; delivery may take time.

Where are the rates and instructions?

Your account’s current rates and detailed instructions are in the personal account. Select Sign in.

Which email is sent to the payment provider?

Payments from the new website use the shared app.sipco.online system: after confirmation and crediting they appear in the customer’s finances; the receipt says Paid through the website. Stripe receives login@sipco.online for a SIP login, phone digits without +@sipco.online for a phone, or the entered email. FreeKassa receives the matched account’s real email from the server, or the entered email; a payer email field is shown only when a receipt copy is requested. The landing page shows only a mask; the provider may display the supplied email on its checkout. Without a valid recipient email, FreeKassa is unavailable: choose an international card or ask the customer to update their email in the personal account. The account email is not changed and saved cards are not exposed.

How do I accept the terms and request a payer receipt for a website top-up?

Before paying, tick I accept the offer and have read the privacy policy yourself. Open the linked documents. This required checkbox is off by default; it is not marketing consent. The system records the time and document versions for the new payment. If the documents change, reload and read them again. Email me a receipt is a separate optional checkbox, off by default. Selecting it reveals a required payer email field. Check the address: Stripe or FreeKassa receives it instead of the usual technical address or recipient email. Without this choice, no extra payer email is requested and normal email rules apply. The recipient account email is not changed. Receipts are issued only after confirmation and credit. The recipient keeps their finance entry, full receipt in the personal account and an email when a valid address exists. A requested payer copy is separately queued, excluding the recipient’s full profile and balance. Matching addresses do not receive a second duplicate email. Queueing does not guarantee delivery; the provider may send its own email. Once a payment is created, its email and copy choice are fixed: resume that payment rather than changing them on retry.

How do I configure a third-party SIP client?

Install a suitable SIP client and manually add an existing SIP account. A separate account with the client developer is not required to connect SIPCO. Field names depend on the application and version. Server / domain / registrar: sip.sipco.online. Port: 5060. Transport: UDP. With one server field, enter sip.sipco.online:5060; with a separate port field, enter the domain alone. These are conventional SIP settings, not the app.sipco.online website address or browser-call WSS. Username: your SIP login starting with 00… . Auth ID / authentication username, when needed, is the same SIP login. Enter the issued SIP account password, not your phone PIN, Windows Hello or passkey. The phone used for portal sign-in and the SIP login are different fields. If you do not know your SIP credentials, contact support without exposing your password in messages or screenshots. Do not enter arbitrary addresses for optional outbound proxy, STUN or advanced settings. Leave defaults for initial setup unless support provides other values. Save and wait for Registered status. Saving the form alone does not mean the server accepted registration. Allow microphone access and dial with the country code. SIPCO and your usual SIP client share one account and balance; calls use your destination tariff. SIP registration does not provide free calls or a dedicated incoming number. If registration fails, check the domain, UDP/5060, full SIP login including leading zeros and password. Check connectivity and network/VPN UDP restrictions. If registered without audio, check the microphone and audio device. Tell support the app/version, operating system, time and error text while hiding the password. Silent illustrations explain steps without performing actions. The 00DEMO login and schematic fields are fictional; use your own SIP credentials. Actual buttons and windows may differ by version.

Which SIP applications are covered by the guides?

PortSIP Softphone: Android / iPhone. Zoiper: Android / iPhone / Windows. MicroSIP: Windows. Use PortSIP Softphone with manual SIP account entry. PortSIP ONE and PortSIP PBX QR-only editions are outside this guide; their compatibility with SIPCO has not been confirmed.

How do I view SIP setup with application screenshots?

In Information → Guides or the website guides, open the third-party SIP guide and select Show illustration. The general SIP guide lets you choose an application; Zoiper offers Android, iPhone or Windows. The GIF zooms published guide screenshots and adds highlights and a pointer. Captions above the fields give SIPCO values: do not copy sample developer addresses, logins or ports. A source link appears below the image. PortSIP Android Advanced is reconstructed and labelled; other screens come from MicroSIP/Zoiper guides and PortSIP materials. This is not a recording of a real registration or a guarantee for every app version. Replay restarts the walkthrough; Close stops it. Internet is required. Other guides still use text-based GIF illustrations.

How can I receive a reply after closing the guest chat?

When a guest leaves or hides chat, an unread public reply is queued for email with at least a 90-second delay. Email is deferred while the chat remains visible and active; reading before sending suppresses it. Background scheduling can add delay. Internal notes are never emailed. Email contains recent messages (up to 50, long text shortened), attachment names and a private link. Full history and attachments remain in the web chat. SMTP acceptance does not guarantee delivery; also check Spam. Open the email link: it lasts up to 30 days and opens only this guest conversation, without signing in or exposing other conversations. Do not forward the email/link. Continue chatting and reload in the same browser after opening it. For an invalid or expired link, use a newer email or start a new chat. Clearing cookies may require reopening the email link. Guest and customer accounts are not merged. Reply using the linked web chat. Opening support shows the current conversation, or the first-message form if none exists. Customer chat has no subject field or conversation list. Staff retain the list with customer names. Existing records are not deleted; an email link opens its specific guest conversation.

How do I contact support by email?

Email info@sipco.online with a subject and a description of your question. Replies go to the address you write from. Use Reply in your email app to continue the same conversation. Do not send passwords or card details. For account questions, staff may ask you to verify ownership. Email conversations and in-app chat are not automatically combined.

Who provides Sipco Online?

Sipco Online has operated since 2022. SIPCO ONLINE LLP was incorporated on 7 July 2023, company number OC448088. Registered office: Stoney Works, 8 Stoney Lane, London, England, SE19 3BD. Email: info@sipco.online. See About on the new landing site.

When does the landing site enable Google Analytics and Yandex Metrica?

The new landing site enables Google Analytics (G-RY80MDW1JD) and Yandex Metrica (92127521) only after permission for Analytics or Allow all. Before a choice and after refusal, external tags do not load, even to send a denied-consent signal. Older cookie choices do not automatically enable the new category. Browser tracking restrictions and blockers may also disable statistics.

How do I ask a general question or propose cooperation?

Select Contact us on the website, choose a subject and enter your email and message. Name and phone are optional. Wait for submission confirmation; the reply will go to your email. For help with your account, you can use support chat.

Minute packages to Turkmenistan

How do I buy minutes to Turkmenistan?

Open My packages and check the name, minutes, full price and validity of the selected package. The amount is charged once after confirmation. Wait for the result: accepting a request does not mean activation. Do not buy again when the result is unknown. Finance distinguishes purchase, renewal and refund.

How does a package work on the web and in SIP apps?

One SIP account shares the same minutes between the web account and external SIP applications. The package covers +993 numbers; every started talk-time minute counts as a full minute, 60/60. Covered calls cost 0 USD and have a separate package note in history. Only one covered call can run at a time; wait for settlement before another. Active covered minutes work with zero cash balance; other countries require funds and never consume this package. A single call also has the service duration limit; remaining minutes stay available for later calls.

When does a package end and what happens to calls?

A package lasts the validity displayed at purchase from activation or until its minutes run out, whichever happens first. Unused minutes expire without rollover. The current call may end at the minute or validity limit. The next prepaid queued package activates first; renewal is considered when the queue is empty. Without a new package, the next call uses the normal rate if sufficient cash is available.

Can I buy my next package in advance?

Yes. The full price is charged when purchased. If a package is active, the next one waits in a queue; its own displayed validity start only on activation. Prepaid packages activate in purchase order before a new renewal purchase. If account settings need review, a paid package remains pending; contact support or cancel before activation.

How do I enable or disable package renewal?

Check auto-renewal when buying. Once minutes or validity end and the prepaid queue is empty, a new package is bought only if the balance covers the full price. A positive but insufficient balance is not enough. A waiting renewal may run automatically after a top-up. Disable renewal in My packages; this does not cancel the current package or prepaid queue. A newly selected package becomes the future renewal choice. Leaving the box unchecked on another purchase does not disable existing renewal. A price increase or quota/validity change requires fresh consent.

How do I cancel before activation?

This cancellation applies to a package paid from your balance, including staff-assisted purchases from your wallet. A gift cannot be cancelled for a cash or wallet refund this way. In My packages, use Cancel and refund to balance on a waiting paid package. Before activation, its full price returns to the buyer balance exactly once. Purchase and refund both remain in financial history. This cancellation is unavailable once activated. Cancelling a queued package does not disable renewal; turn it off separately if needed.

Which package notifications will I receive?

Account notifications show purchase, activation, used-up minutes or expiry, refunds and renewal results. Ending warnings occur at most twice: 20% of minutes or 3 days, then 5% or 1 day. They use opted-in Push and verified email. Queueing does not confirm delivery; check My packages for current status.

When will I be reminded that my package is ending?

An active package has at most two warnings: first at 20% of minutes remaining or 3 days left, then at 5% or 1 day. For 100 minutes, these are 20 and 5 minutes remaining. Minutes and time share the same two warnings. If already critical at the first check, only the current final warning is created. They appear in your account, opted-in Push and verified email. Remaining minutes are confirmed after a call ends: one long call may use the package before a warning. Delivery may be delayed; check My packages for current information.

Can I share a package or use several lines?

A package is for one customer’s personal use. One simultaneous call to Turkmenistan (+993) is allowed per account across the web and all SIP devices. Other countries do not occupy this slot and follow normal rules. Do not share access with outsiders, resell minutes or provide mass services to third parties. Reasonable indications of misuse may lead to review and a temporary access restriction; confirmed misuse may lead to package termination or account blocking, with notice and a way to contact support. Suspicion alone does not automatically forfeit paid minutes; mandatory refund rights remain. Accept the separate package terms before buying. This consent does not enable renewal; renewal has its own checkbox.

Gift a package

How do I buy a package for another customer?

In My packages select Gift package, enter a registered recipient’s international phone or email and check the result. The entered contact is shown; other details are masked. The full price is charged to your balance after terms and current-password confirmation. The recipient receives minutes without a cash top-up. Gifts do not enable renewal. If a package is active, the gift joins the paid queue; its displayed validity start on activation. Voluntary gift cancellation and a refund to either party are unavailable; mandatory legal rights and support review of errors remain. An existing SIP account can receive a package before its first web sign-in. Notices are available after sign-in. Email must be verified before the event; later verification does not backfill old messages.

Can support help me buy a package?

Agree on the package and its full price with support. After purchase, check the debit in Finance and the package in My packages. The purchase cannot proceed without enough money. If the email is delayed, check your history before buying again.

How does a package bought for me by a shop work?

You receive a separate minute package for your account. The shop pays from its balance; your wallet is neither charged nor credited. You cannot cash out the received package or refund its price to your balance. The normal queue, displayed validity from activation, shared web/SIP line and personal-use rules apply. An existing SIP account can receive a package before its first web sign-in. Notices are available after sign-in. Email must be verified before the event; later verification does not backfill old messages.

Website package purchase

The website’s main action is a balance top-up. After the recipient is found, a collapsed Buy a package option appears below Continue and Need help?. Open it and check the box: Continue disappears and the recipient’s catalogue appears below. Price and terms are confirmed separately before payment. Uncheck the box to return to top-up; collapsing the option alone does not turn off the selected mode. The checkbox alone creates no payment. Check an unfinished payment before starting another.

You can pay for a package for yourself or another existing SIPCO customer using their international phone number or email. Check the matched recipient before payment.

Price, minutes and validity are shown before payment. Validity starts at activation; if a package is active, the next waits in the queue. Minutes cover Turkmenistan (+993) calls from the web account and SIP applications, with each started minute rounded up. Other destinations are charged separately.

Payment goes through the payment provider. The recipient receives minutes, without a cash balance credit or a package debit from their balance. This purchase does not enable auto-renewal. Returning from checkout does not confirm payment. Confirmed payment and activation are separate stages; do not pay again during a delay.

A package bought through the website cannot be voluntarily cancelled or exchanged for wallet money by either payer or recipient, including before activation. Mandatory legal rights remain. Support reviews payment errors and legally required refunds; a request is not an automatic card or wallet refund.

The recipient sees the package in their account and receives personal notices, Push with an eligible subscription and email to their saved verified address. The payer receives a payment confirmation email only on their separate request to the address they provide. Queue acceptance does not guarantee delivery. The payer cannot access the recipient’s balance, calls or minute usage.

After minutes or validity end, this package no longer covers calls. The next call can use the normal rate with sufficient cash balance. One simultaneous outgoing line to Turkmenistan per customer applies with a package; personal-use and no-resale conditions continue to apply.

What if the website support window stays blank?

The SIPCO website support button opens a chat window over the page. If it stays blank or keeps connecting, refresh the page and open support again. If an error is shown, select Try again. If the browser still blocks loading, email info@sipco.online. Contact us opens a separate general enquiry form. Never send passwords or card details.

What if a profile or password change is stuck?

Closing the browser does not cancel a submitted change. Contact support: authorized staff can inspect current details and replace an unfinished request with a new one after confirmation. Profile changes are serviced separately from password changes. Passwords may differ across servers during synchronization; completion requires verification. A replaced request is no longer applied.