Ask The Answer FAQs

Ask The Answer - General

CAN I LISTEN BACK TO MY READINGS?

Yes, to do this you will need to register on the website and make sure you put your preferred telephone number in your profile and your readings will be automatically uploaded in the members area. Only readings that have been made within the last month are available through the website.

HOW CAN I FIND A READER ON THE WEBSITE?

You can search for a reader by their name or their PIN in the search box which is in the top right hard corner of the home page of the website.

WHAT’S THE DIFFERENCE BETWEEN A RATING AND A REVIEW?

Ratings are just a mark between 1/5 and 5/5 that customers have left either after a reading or by clicking on the ‘stars’ on the profile card and leaving a rating.  A review is when a customer has written in their view of how their reading went, this is done by clicking on the ‘Add a Rating’ button on the readers profile page.

HOW CAN I LEAVE A RATING?

Click on the stars next to the readers ratings on their profile card, enter your name, email or phone number and rating, then submit.

HOW CAN I LEAVE A REVIEW?

Click on the stars next to the readers ratings on their profile card, enter your name, email or phone number, rating and comment and submit.

WHY DO YOU ASK FOR A PHONE NUMBER OR EMAIL TO LEAVE A REVIEW?

We do this to ensure that you have had a reading with the reader with whom you are leaving the rating or testimonial.

MY REVIEW ISN’T SHOWING – WHY?

Firstly, reviews are not added straight away, we monitor the reviews to ensure that no personal information or profanity is shown on the website, so long as these guidelines are followed any review will be shown good or bad.

Email Readings

IT’S BEEN LONGER THAN 24 HOURS AND I STILL HAVEN’T RECEIVED MY READING?

The first thing to do is check your spam folder, if there is nothing there please contact our customer services team.

IM Readings

MY IM CHAT HAS TIMED OUT, WHY?

If neither of the people involved in the chat (reader or customer) type for two minutes then the chat is automatically disconnected so your don’t waste any credits.

I AM ABOUT TO RUN OUT OF CREDITS, WHAT CAN I DO?

If you have setup the auto top-up function when you signed up then you will automatically have additional credits added to your account.  If you do not wish for this to happen you must make sure you type QUIT to end the current chat before running out of credits.

I HAVE SET UP AUTO TOP-UP, HOW MUCH CREDIT WILL IT ADD?

The auto top-up is set to add the same credit as you added last time.

I HAVE ADDED THE IM READER ON SKYPE, CAN I CALL THEM?

Currently there is no way for you to be able to do this, currently our integration with Microsoft only allows us to send IM chat messages through Skype.

Phone Readings

HOW DOES THE READING PURCHASE APPEAR ON MY STATEMENT?

The reading will appear on your statement as “Pure Predictions Ltd”

I WAS ON THE LINE FOR LESS THAN 5 MINUTES, HAVE I BEEN CHARGED?

If you look carefully at your account you will probably see that the payment is ‘pending’ and is an authorisation only. Authorisations are lifted by your bank and will show as back available to you usually within 3-10 bank working days. Contact your bank first then customer services if this doesn’t happen.

I WAS ON THE LINE FOR MORE THAN 5 MINUTES BUT DIDN’T HAVE A FULL READING

If you did not use all of your time on a call than please contact customer services, they can credit any unused time into credits that you can use on a future reading.

CAN I EXTEND MY READING AND PAY FOR MORE MINUTES AT THE END OF MY CALL?

When you have reached the end of your allotted time our automated system will give you the option to purchase further time and re-connect you with your reader.

IF I PAY FOR A 20 OR 30 MINUTE READING DO I HAVE TO USE ALL MY MINUTES IN ONE CALL?

If you have paid by credit card you will only be able to speak to the reader you have chosen. If you want shorter readings then buying credits will be beneficial for you.

WHY DID THE READING CUT OFF WHEN I EXTENDED THE READING? WAS I CHARGED?

Usually this is due to network coverage; your card should have only been authorised and NOT charged. If you are still unsure then please contact customer services.

WHY DO THE READERS CHARGE DIFFERENT PRICES?

As all of our readers are individual merchants they have the ability to set what they wish to charge, there are three price bands they can choose from, 75p per minute, £1 per minute and £1.50 per minute. Those choosing the £1 or £1.50 per minute pricing are only available by credits or credit/debit card.

HOW DO I KNOW HOW MUCH THE READER CHARGES PER MINUTE?

To find out how much a reader charges click through to the profile and underneath the telephone number you will see how much the reader charges for a reading.

WHY CAN’T I SPEAK TO ALL OF THE READERS USING THE PREMIUM RATE SERVICE?

Some readers only charge by credit, debit card or paypal payment. Please click on their profile and scroll down and see if they have the premium rate option.

HOW CAN I PAY FOR A READING IF I DON’T WANT TO USE MY CREDIT/DEBIT CARD?

You can buy credits using your PayPal account or you can pay on your telephone bill by premium rate service (PRS). However, please note not all readers are available using PRS, click on the readers profile to see if this option is available.

CAN I PAY FOR A CALL FOR MY FRIEND?

Yes, you can buy credits through the PayPal service and allocate your friends telephone number instead of yours to make call from.

WHY DOES THE CALL ‘DROP’ OR CUT OFF IN THE MIDDLE OF A READING?

Unfortunately this does sometimes happen but it is generally because a mobile phone has gone out of network coverage, If this happens please contact customer services.

WHY DID I GET PUT THROUGH TO THE WRONG READER?

The website is a live site and the profile cards move around as readers come on and offline, available, in consultation and unavailable so when you have clicked the ‘Call Me’ or ‘Queue Me’ buttons please make sure you read the confirmation carefully to make sure have clicked on your chosen reader before going ahead.

WHY DID THE READER GO THROUGH TO MY VOICEMAIL?

If we called you back and your line was either engaged, not answered or was out of reception range (with mobile phones) then it may be that our reader ends up connected to your voicemail.  As you were not connected to your chosen reader your card will have only been authorised and NOT charged.

THE LINE QUALITY WAS BAD, CAN I HAVE A REFUND?

It’s important to hang up as soon as you’re not happy with the line quality and then contact customer services; we can then listen to the call and make a decision.

HOW CAN I BUY CREDITS?

You can buy a minimum of £10 to a maximum of £60 per transaction. Your credits never expire and you can use them with more than one reader. When you’ve finished a reading hang up and the ‘clock’ will stop, leaving the remaining credits for another reading. On each of the readers profile pages is the box to purchase credits.

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