Frequently Asked Questions and Paging User Guides

We understand that out most valued asset is you, our customer. Our goal is to make your paging experience as simple and enjoyable as possible.

Our FAQ and user guide section is the easiest way to find answers to the most common questions you might have about your messaging device or wireless service.

If you can't find the answer you’re looking for here, please feel free to contact us.

Glossary of Paging Terms
Terms and Conditions
Service Guide
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FAQs and Forms


Payment Options:

What options are available for paying my invoice?

A variety of payment options for your account are available. Find different ways to make your payment or how to sign up for an ongoing electronic payment program below.

Spok accepts Visa, MasterCard, American Express and Discover, as well as checks and money orders. Please note the processing time for each payment method and take this into account when making the payment.

Payment Option 1: By Computer

My Account is the faster, more convenient way to manage your wireless messaging account. You can enjoy the freedom of servicing your account at your own leisure. Access your account, statements, and make payments.

  • Make a one-time payment by credit card or check
  • Enroll in autopay by credit card or checking account

Payment Option 2: By Mail

Send a check or money order with the bottom portion of your bill to the address listed on the bottom, right-hand side of your invoice or fill-in the credit card information and make a one-time credit card payment.
Processing Time: 3-5 business days

Payments can be mailed to:
SPOK, INC
PO BOX 660324
DALLAS TX 75266-0324

* Please include your Account Number on your check or money order.

 

Invoice Delivery Options:

Electronic Invoicing:

Spok’s electronic invoice program allows you to view your invoice online in a “ready to view” PDF format or download to import into your preferred application for multiple sorting options. If you do not currently use the Electronic Invoice option, we encourage you to visit My Account to try this valuable tool for managing your account.

 

Print/ US Mail:

Spok also offers the option of having your summary or detail invoice printed and mailed to your billing address.

 

Invoice Format Options:

There are three invoice format options that are available as print statements and online PDF statements. Please contact customer service for updating your preferred invoice format.

  • Portrait Invoice Format Sample - This option is the standard when an account is created and is used by most customers.
  • Landscape Invoice Format Sample - This option provides a summary of charges as the first page of the invoice and tends to be the preferred format when managing accounts with multiple contracts. 
  • Summary Page Invoice Format Sample - This option allows you to receive a summary of all invoice activity on a single page, which can be printed and mailed to your billing address and viewed in My Account by selecting the PDF icon. To get invoice details, you may also choose to download you invoice into a data file format by selecting the Electronic Report Icon*.

 

Need further assistance?
If you have additional questions regarding invoice options, Customer Service or view our Billing FAQs.


Bill Payment Questions:

Q: When is my next bill due?
A: Based on our billing system your billing due date may vary from month to month. You can expect your next payment to be due within 3-5 days of your previous months due dates.

For example: If your previous Payment Due was February 18th, then your next Payment Due can be between March 12th-18th.

The same system applies for those customers on quarterly, semi-annual or annual billing.

Q: How can I make a payment?
A: A variety of payment options for your account are available. Please note the processing time for each payment method and take that into account when making the payment.

Payment Option 1: By Computer
My Account is the faster, more convenient way to manage your wireless messaging account. You can enjoy the freedom of servicing your account at your own leisure. Access your account, statements, and make payments.

Payment Option 2: By Mail
Send a check or money order with the bottom portion of your bill to the address listed on the bottom, right-hand side of your invoice or fill-in the credit card information and make a one-time credit card payment.
Processing Time: 3-5 business days

Payments can be mailed to:
SPOK, INC
PO BOX 660324
DALLAS TX 75266-0324

* Please include your Account Number on your check or money order.

Payment Option 3: By Telephone
To pay by phone using a credit card or check, please call Customer Service. A nominal fee will be charged to your account for each check payment by phone.
Processing Time: 3-5 business days

Q: How can I sign-up to have my payments automatically debited from my bank account or credit card?
A: To sign up for autopay please login into My Account or call the number on your invoice.

Q: How long will it take for a payment to post to my account?
A: The amount of time it will take for a payment to post to your account will vary depending on your method of payment.

Payment Method Posting Time:

  • Mailing a Check or Money Order - 10-14 business days

Payment Through Customer Care Representative:

  • Credit Card or Check - 3-5 business days

Payment by Phone, Automated Voice Service:

  • Credit Card - 24 hours
  • My Account (Electronic Invoicing/Online Billing) Credit Card - immediate
  • Check - 3-5 business days

 

Questions about charges on your bill:

Q: What are overcalls on my 2way device and how can I prevent them in the future?
A: An overcall received on your messaging device is any call that exceeds your current service plan's allotted call count. Depending on your service plan an overcall may range in price from $0.05 to $0.10 per message.

You can reduce the number of overcalls you are accumulating on your 2way device by making a few simple changes.

  • Adjust your service plan to better fit your messaging needs.
  • Use canned responses to reply to any incoming messages.
  • Avoid using the reply function and begin a new e-mail when sending a response. This will prevent the original message from being sent in your response, decreasing the character count of your message.

Q: Can I avoid overcall charges by turning off my wireless device?
A: When someone sends you a message, even if you do not receive it because your paging device is off, the call will count as a completed message.

Q: Why have my service charges increased?
A: Due to the rapid rise in operator costs, and in an effort to provide our customers with the best possible service, Spok finds it necessary to periodically adjust its rates.

Q: How can I lower my monthly rates?
A: As a Spok customer you have various options that can help reduce your monthly service charges. If you are a rental customer you have the option to purchase your rental unit at a discounted rate, eliminating the recurring rental charges on your invoice.

You also have the option to change the frequency of billing to quarterly, semi-annual, or annual to obtain a reduced rate. By changing your frequency of billing you will also eliminate the Monthly Processing Charge and reduce the hassle of making payments on your account. You can also sign-up for Auto Pay, which will automatically debit your credit card for payment of your wireless service.

Q: What are the miscellaneous charges on my invoice?
A:
Unreturned Equipment Fee:
Charged to a customer for each piece of Spok owned equipment that is not returned within 30 days of service termination. The fee charged for each unit would be equivalent to the established replacement value of that unit. If your account has been terminated for non-payment the Unreturned Equipment Fee will be charged to your account at time of cancellation. To reverse this fee, you may return all devices and your account will be automatically credited upon receipt.

Federal Universal Service Charge:
This charge was created by the FCC to give rural libraries, hospitals, and schools the same access to telecommunication services as schools, hospitals and libraries in more populated areas. This charge may vary from quarter to quarter depending on the FCC and what they require all telecommunications companies to contribute. The Federal Universal charge is per pager.

*Resellers are excluded from this charge.

Regulatory Administrative Costs:
The Regulatory Administrative Cost Fee is a nominal fee we assess per unit to recover our costs of complying with various government mandates. The Regulatory Administrative Cost Fee is a charge assessed by Spok and is not a tax or government-mandated charge.

Administrative Fee:
This is a recurring charge to help offset escalating costs associated with invoice production. This fee also allows us the opportunity to continually improve our invoicing system, which includes an array of invoicing methods to meet each customer’s needs. Since the administrative fee is per invoice, customers can realize additional savings by changing to a quarterly, semi-annual, or annual bill plan.

Payphone Access Surcharge:
Depending on your service area 800#'s may be charged an additional charge per number due to a FCC ruling. The FCC ruling states that pay telephone companies have the right to compensate for all non-coin calls completed from payphones, including, but not limited to 800#'s and calling cards. This charge will appear as a separate recurring line item on your invoice. (800# Payphone Access Surcharge)


By Phone
Most Spok subscribers are capable of receiving numeric messages on any Spok messaging device. Depending on local calling area requirements and the subscriber’s messaging preferences, the following dialing methods may apply:

•Dial 7 or 10 digit pager number and enter the call back number after the prompt
•Dial overdial #, enter PIN # and enter the call back number after the prompt
•Voicemail subscribers can receive numeric and/or voice messages


Web Messaging
Web messages can be sent through the Send A Page web page.

•Most numeric, word messaging and Two-Way devices can receive web messages
•Numeric devices may only receive numeric characters up to 20 characters
•Web messages can be sent through the Send A Page web page


Email Messaging
Allows senders who have the capability of sending electronic mail to send messages to a paging device.

•Most word messaging and Two-Way devices are enabled to receive email messages
•Two-Way devices can both send and receive email messages
•The domain address for receiving email messages is your 10-digit pager number or 7 – 10 digit pin number@usamobility.net (2145551212@usamobility.net).
•Subscribers with an alias or “vanity” name can be addressed as name@usamobility.net (johnsmith@usamobility.net)


SMS Text Messaging
Spok allows text capable cellular devices to send and receive SMS text messages to or from subscribers with word messaging devices.

•Most word and Two-Way devices are enabled to receive text messages
•Two-Way devices are capable of sending SMS text messages
•Send a text message from a text-enabled device to a Spok subscriber by simply addressing with the 10 digit pager number
•Two-Way subscribers can send a message to another Spok word messaging subscribers by addressing with the 10-digit pager number or pin
•Two-Way subscribers can send a message to another text enabled device by addressing the recipient as SMS:2145551212 (no spaces)


Q: Is there a character limit for messaging?
A: Yes, but the character limits may vary depending on the receiving paging device type and display capability, the messaging method used to page the device, and/or customizable settings within paging software/hardware such as an Alphamate.

Q: Are there any additional costs associated with messaging?
A: Included with the service, each subscriber has a basic call allotment with the option to upgrade to a higher overcall plan. Depending on the service type of the device receiving, characters exceeding a certain number may be counted as multiple messages against your overcall plan. Please contact Customer Service for additional information.

Q: Can I block or limit email messages if I’m concerned about being charged for overages?
A: Yes, you may limit your overcall exposure by establishing parameters for how email messages are sent and displayed on your device. However, the body of the email cannot be reviewed when opting for these restrictions.

Q: If there’s a leading zero in my PIN number, does the zero have to be entered?
A: No, do not include the leading zero for sending numeric or word messages.

Q: I am not able to send and/or receive messages using the website, email or phone.
A: Most, but not all, subscribers are capable of utilizing all messaging options. If you or your senders are experiencing messaging errors, please contact Customer Service.

Q: If my Two-Way device is turned off or the battery is dead, will callers still be able to send messages?
A: All Two-Way devices work on a ReFLEX network that will continue to resend your messages to your device for up to 96 hours. Therefore, by turning on your device, replacing the battery, or returning to your coverage area within 96 hours after the message was sent, you will receive the message to your wireless device.


Q: If I move, can I continue my messaging service?
A: You can continue your service if you move, provided we have coverage in your area. To check our current coverage areas please visit our coverage locator.

Q: Will my pager or device work everywhere within my coverage area?
A: Our messaging network is state-of-the-art and very reliable, but under certain circumstances, your pager may not be able to receive messages. For example, you may be in an area unreachable by radio frequencies, such as in a basement, deep inside certain buildings or in a tunnel. Atmospheric conditions as well as your surrounding terrain may also effect reception.


Q: What is Voice Mail and what packages do you offer?
A: Voice Mail is a service that functions similar to voice mail on your phone or an answering machine. Callers can dial your pager or device number and hear a short recorded greeting from you; they can then leave a voice message which you will be able to listen to by dialing your pager or device number and accessing your voice mail.

Voice Mail Plans

  • MP1 15 Messages, 72-Hour Storage, 60-Second Greeting
  • MP2 10 Messages, 24-Hour Storage, 45-Second Greeting
  • MP4 10 Messages, 12-Hour Storage, 30-Second Greeting

Q: How do I operate my Voice Mail?
A: Voice mail instructions can be viewed on this PDF.


Q: What countries are covered by the International Network?
A: Canada has One-Way and Two-Way coverage. You are covered from Halifax, Nova Scotia to Vancouver Island allowing you to stay in touch when you travel to any major Canadian city.

In order to roam your One-Way or Two-Way pager throughout the International Network, you must request the OmniRoam International Service option. To order OmniRoam service, please call your representative.

Q: Who are the International Network Affiliates?
A: List of International affiliates

USA (One-Way and Two-Way service available.)
Spok
3000 Technology Drive, Plano, TX 75074
Customer Service - +1 (866) 206 6635phone
csg@spok.com

Canada (One-Way service only)
Bell Mobility Canada (link to http://www.bell.ca/)
155 Gordon Baker Rd., Suite 105
North York, Ontario M2H3N7
Customer Service - English +1 (800) 667 7626phone
Customer Service - French +1 (800) 667 7626phone

Please Note: The phone numbers provided above are Sales and/or Customer Service and are not intended for use by established customers with International roaming service experiencing difficulties in receiving pages, technical problems, etc. To order OmniRoam International service call your representative.

Q: What types of service are available through the International Network?
A: Traditional One-Way service and Two-Way service.

Q: What is traditional One-Way service?
A: Traditional One-Way service enables a subscriber to receive a numeric or alphanumeric message on their One-Way pager.

Q: If I am a traditional One-Way customer, can I roam my traditional One-Way service throughout the International Network?
A: Yes, in order to roam internationally you need to be signed up with OmniRoam International service. You must also have a One-Way pager that is programmed on the 929.6625 frequency. To order OmniRoam International service please call your

Q: How do I roam my Traditional One-Way service when I travel to other countries?
A: Once you are signed up with OmniRoam International service, you call the OmniRoam "800" number and select the code for the country you will be traveling to, by following the voice prompts.

It is advised that you call the OmniRoam "800" number in order to change your coverage area, prior to your international travel. This will avoid having to incur International long distance charges when you reach your destination. Once you have selected a different coverage area via OmniRoam International, you will no longer receive any messages until you have reached the coverage area you selected.

Q: What is Two-Way service?
A: Two-Way service enables a subscriber to receive and send alphanumeric messages to and from their Two-Way device to any device that has an e-mail address. (Two-Way device, PDA,cell phone, computer, etc.)

Q: How do I roam my Two-Way service when I travel to other countries?
A: If you have Deluxe Coverage and a Two-Way device, you will automatically roam wherever International Two-Way service is available.

Q: How do I dial "800" numbers from an International country?
A: Dialing U.S. "800" numbers from another country can be complicated. In most countries you must have the assistance of an operator in order to place a call to a U.S. "800" number.

Q: International Operator Assistance Numbers
A: Below is a chart listing AT&T and MCI operator assistance numbers that may be used from the country you are in while you are roaming throughout the International Network.

Canada Operator Assistance Numbers:
AT&T: +1 (800) 225 5288phone
MCI: +1 (800) 888 8000phone

Q: What areas have coverage in Canada?
A:

 


Often, it's easy to figure out why you may be experiencing a problem with your paging device by checking a few simple areas. We have developed a step-by-step troubleshooting guide to make it even easier.

Check Device

  • Turn the pager off, then on again.
  • Make sure the battery is fresh and inserted correctly.
  • Check the battery level. (Is it installed properly or too weak to alert the pager?)
  • Ensure the pager is free of physical or water damage.
  • Make sure that your unit is in Full Service. If your pager is currently in “Receive Only ” or “Storing Mode” you will not be able to receive messages.
  • Send yourself a test page by device type from our Send A Page page.

If your PIN or pager number WAS NOT recognized, your device may not be properly registered in our system.

If your test page was sent, wait 120 seconds for it to reach your device. If you received your test message, then your device is working properly. If NOT received, then continue below.

Check Coverage

Verify coverage is available in your area. If you use other services such as OmniRoam, be sure you have moved your coverage to your current location.

Once you have completed the above-mentioned troubleshooting techniques attempt to send yourself another test message. If you continue to have difficulty with your unit please contact a customer care representative by dialing the Customer Service number listed on your invoice.


Spok offers a Maintenance Policy to any unit that is owned and maintained by the customer (COAM). COAM maintenance entitles you to a "like" for "like" exchange if the device becomes nonfunctional under normal operating conditions. Maintenance can be purchased for a nominal monthly fee and protects against the malfunction of internal electrical and mechanical functioning of the unit due to normal wear and tear and under typical operating conditions. Under the Maintenance policy a customer is entitled to exchange their unit for the same or like unit.

The following are included under the maintenance plan:

  • Dead: not responding when turned on
  • Falsing (receiving false pages)
  • Intermittence
  • Loose battery connection
  • Weak vibe motor or speaker volume
  • Weak or no light
  • New battery in exchanged pager
  • LCD (Liquid Crystal Display)
  • What is Not Included with Maintenance?

Maintenance does not include replacement or repair for pager loss, theft, destruction or damage caused by abuse, neglect or operation in an adverse environment; e.g., wet, paint, plaster, concrete, extreme heat or cold.

The following items are NOT considered normal wear and tear and are NOT included under the maintenance program:

  • Lost or broken battery covers
  • Missing parts
  • Case damage: cracked, dented, melted
  • Case abuse: stickers, permanent-marker, holes, painted or plastered
  • Broken/Cracked/Bent belt clips or holsters
  • Animal teeth marks
  • Excessive battery consumption or short battery life
  • Not decoding/not receiving (typically network related)

Maintenance may be purchased on any COAM at anytime, however, if maintenance is not purchased at the same time as the pager, an Administration Fee will apply.

Any pager that is destroyed, crushed, minced or mashed, water damaged will be considered damaged beyond repair.

The company reserves the right to determine that a repair is outside of normal wear and tear damage as covered by the Maintenance Policy.

Maintenance Pricing is based upon the unit in service.

A maintenance device will generally be exchanged with a "like new" device of like vintage and model based on the availability of the equipment by the company at the time. Custom case colors may not be available, therefore, black will probably be the replacement color issued most frequently.

Limit of Liability

Limit of Liability coverage releases customers from their contractual obligation to pay the full replacement cost of rental equipment that is proven to be lost, stolen, or damaged while on the customer's account. The customer is obligated to pay a non-refundable processing fee for each unit.

To qualify for Limit of Liability, your account must be paid and current.

To obtain information on Limit of Liability, please contact a Customer Service by dialing the number on your invoice.


WHAT IS WCTP?

The Wireless Communications Transfer Protocol (WCTP) is specifically aimed at creating an easy means of passing alphanumeric and binary messages to and from wireline systems and two-way capable wireless devices. A draft proposal was submitted to the Radio Paging Community, through the "Messaging Standards Committee", as means to foster industry input, co-operation, study, promotion and participation in its further expansion and growth as an open, non-proprietary standard.

The Messaging Standards Committee is a group of paging industry manufacturers and carriers focused on rapidly creating mutually agreeable standards to address emerging applications that can not be easily realized through the utilization of existing standards. The Committee accepted the draft proposal and established a WCTP drafting sub-committee to further enhance the protocol and release it in the form of this specification. The sub-committee is continuing its efforts to refine the features and capabilities of the protocol, and further feature richness will be introduced in future revisions. It is the intent of the drafting committee to provide the greatest degree of revision compatibility between releases as possible, so as to easily allow for the incorporation of new features and to provide a means for systems operating at different protocol revisions to communicate.

For more information go to:

Other Resources:
http://www.wctp.org (More WCTP Protocol)

Desktop Messaging Software by InfoRad:
http://www.inforad.com/erad061.html

An Example of a Simple WCTP Submit:










Message text goes here.


 

NOTE: WCTP message submissions to one-way devices do not provide delivery confirmations.


SMTP to PIN@usamobility.net SMTP = Email

Please note that Spok, Inc. has several messaging platforms. Only Nationwide and Universal Access subscribers can be sent a message using methods described on this page. All other platforms are obsolete or are not being supported with ongoing development. In addition, email to a 1-way pager requires subscriber registration. Should you experience problems sending web page messages or SMTP messages to a subscriber PIN or Pager Number please contact your Spok representative for more information.


HTTP/Web Interface

How to post a message to a pager?

Instructions are listed below to Pass a PIN and MESSAGE to the executable:

FOR ONE-WAY CUSTOMERS:

HTTP POST to http://www.usamobility.net/cgi-bin/wwwpage.exe

VALUES ARE:

PIN: This is either a 10 or 7 digit number.
MSSG: This is the text part of the message.
Q1: Q1=1 will echo the message; Q1=0 will not.

FOR TWO-WAY CUSTOMERS:

HTTP POST to http://www.usamobility.net/cgi-bin/wwwthoway.exe

REQUIRED VALUES ARE:

GW_PIN: This is either a 10 or 7 digit number or an alias name.
MSSG: This is the text part of the message.

OPTIONAL VALUES:

resp_route: This is a value of "Pager" or "Email" indicating the type of address to route replies or delivery notifications to.
resp_addr: This is the address to send replies and delivery notifications to.

The following Optional Values require resp_route and resp_addr to be defined for the feature to work.
confirm_receipt_str: This must be set to "confirm_page_delivery" if delivery notification is required.
resp_a_string: This is the first custom response choice.
resp_b_string: This is the second custom response choice.
resp_c_string: This is the third custom response choice.
resp_d_string: This is the forth custom response choice.
resp_e_string: This is the fifth custom response choice.
resp_f_string: This is the sixth custom response choice.

The HTTP 'GET' Method:

The HTTP 'Get' method is disabled. Disabling the GET METHOD on our servers acts as a spam filter for our customers.

Example:
http://www.usamobility.net/cgi-bin/usamobilitypage.exe?ACCESS=1234567890&PIN=1234567890&MSSG=blah
This will not work.

How do I customize the HTTP/Web Interface?

If you prefer a link for your website or e-mail message that points directly to the "Send A Page" and displays your Name, use this example:

http://www.usamobility.net/cgi-bin/wwwpreproc.cgi?PIN=PagerID&NAME=Your+Name
(This is the only executable that will accept a GET method)

If you prefer have a button use the following example:

 




 

 

Note: The above information is not supported by Technical Support


TAP/Dial Up TAP: Telelocator Alphanumeric Protocol.

• Most of the normal TAP servers are 1.8 compliant
• We recommend connecting at 33.6 or 28.8 for minimum modem train time(e-7-1)

Desktop Messaging Software by InfoRad


DTMF/Telephone - You can use touch tones to input a numeric message that will display on the subscribers device.

Operator Dispatch:

  • Some subscribers are on the Arch One Number Access platform which does include an option for Operator Dispatch.
  • The number for Nationwide is: 1-800-946-4645
  • The number for Universal Access alpha subscribers is: 1-800-250-6323

Not all nationwide subscribers have operator dispatch enabled with their service.

Voicemail:
Some subscribers have voicemail attached to their pin number, pager number or one number access. Like an answering machine, you can leave a message. The subscribers pager will beep with the code 8888, indicating that there is a voicemail waiting to be accessed.


SNPP
SNPP or Simple Network Paging Protocol is not supported by Spok for new development.


Multiple Recipients
Multiple recipients (up to 10) for a submitted message are available by SMTP and WCTP.