General Questions

Q: Who sells the service?

A: The service is sold through approved partners. For a list of approved partners, see www.onefollowme.com/signup.aspx.

Q: Do I need a service provider contract?

A: No. Calls can be made using Voice over IP (VoIP) technology.

Q: How much does a mobile device with Windows Mobile cost?

A: The i-mate JASJAM and JAQ3 mobile devices may retail between 24,500 – 35,000 PHP ($500 - $750 USD). The iPAQ Voice Messenger may retail between 14,000 – 24,500 PHP ($300 - $500 USD). These prices are subject to change as they are dependent on the mobile device model, the retailer, independent distributor, or employer who make the mobile devices available.

Q: Does the One Follow Me program work on other mobile devices?

A: OFM may work on other Windows Mobile devices; however, only the approved One Follow Me devices will be supported.

Q: Can I keep my current mobile phone number/SIM card?

A: Yes. The Windows Mobile handset is unlocked and can be used with any SIM card.

Q: Can I make calls to both land lines and mobile phones using One Follow Me?

A: Yes, you can make calls to both types of phones with your mobile device.

Q: Can I use the mobile device while I am in the Philippines?

A: Yes, the mobile device will operate anywhere in the world.

Q: Why does One Follow Me only work on mobile devices with Windows Mobile?

A: The One Follow Me software was developed specifically for use with Windows Mobile handsets. These dual mode mobile devices are equipped with both a Wi-Fi and cellular radio which allows you to make voice calls over the wireless Internet.

Q: Do I need a computer as well as mobile device?

A: No, you only need a mobile device to use the service. However, your friends and family may need a computer and an Internet connection to take advantage of all of the communication features of the service.

Q: How soon can I expect to get my mobile device?

A: The expected delivery of your mobile device will depend on your location and the distributor. Please check with your local distributor for exact delivery times.

Q: Where can I find warranty information for my mobile device?

A: Please refer to the warranty information that came with your device. Warranty information can also be found at the end of the user guide and in the warranty link on this Web page.

OFM Software

Q: How can I reinstall One Follow Me if I've accidentally erased it?

A: For detailed instructions on how to install One Follow Me on your mobile device, please contact the support center for your country.

Q: I added or updated the details for one of my contacts, but the information isn't updated in my OFM contacts list. How can I fix this?

A: Quit OFM and restart it to see your updated Contacts list.

Wireless Networking

Q: What is a Wi-Fi hotspot?

A: A hotspot is a wireless Internet access point used for connecting to the Internet. Some Wi-Fi hotspots are free, while others require a user name and password.

Q: Where do I find a Wi-Fi hotspot?

A: You can find Wi-Fi hotspot locations online. Many public spaces such as cafes, libraries, or schools provide Internet and Wi-Fi. Wi-Fi is now available in many locations around the world and is growing steadily.

Q: I get a message that says it is connecting to the available network but nothing is happening. What should I do?

A: Turn off the mobile device. Turn it back on and try to enable Wi-Fi again. If the problem is still unresolved, reset the mobile device following the instructions provided in this guide.

Q: What should I do if I don't detect a Wi-Fi network, but I know I am in the range of a reliable network?

A: Make sure that you are logged out of One Follow Me. Then enable Wi-Fi and attempt to reconnect to the available network.

Q: The Wi-Fi Manager says "Available" under Wi-Fi but it does not connect to a network. How do I connect?

A: You need to choose a network to connect to. Follow the instructions provided in the Wireless Networking section of this guide.

Q: The Wi-Fi status is already connected but it says that the server is not recognized.

A: Ensure that you have entered the correct User ID and Password when you logged in to One Follow Me.

Q: What should I do if my Wi-Fi suddenly switches off when I try to connect to One Follow Me?

A: Close One Follow Me. Enable Wi-Fi and then start One Follow Me again.

Q: I have a strong Wi-Fi signal, but I can't place a call. Why?

A: Make sure your battery is fully charged. A low battery may prevent you from making calls.

TXTnTALK and SMS

Q: I get an error delivering TXTnTALK: "Please try again. Destination number not valid."

A: Please ensure that the number entered in your contact does not contain any special characters. The number should be formatted without dashes and parenthesis (e.g. +632 555 5555).

Q: Why is there a delay before I receive the call back?

A: The delay may be caused by the mobile network that is being used.

Q: How do I register to use TXTnTALK?

A: You can register your mobile number when you sign up for the One Follow Me service. If you have a new mobile number to register, please contact the support center for your country.

Q: When I select my contact, there is no option to send a SMS.

A: Quit OFM. Open your Contacts and ensure that the phone number is listed under Call Mobile. Launch OFM and retry sending the SMS text message again.

Q: The number on the SMS screen is formatted incorrectly. What do I do?

A: Scroll up into the phone number field and edit the number. For future use, please edit the number in your Contacts after you quit OFM.

Money Management

Q: Is it secure for me to transfer money over a mobile device?

A: Yes. One Follow Me is built on Microsoft's Live Communications Server technology. This technology provides multiple layers of security to ensure that all of your transactions are safe.

Q: How will beneficiaries know when I have sent money to their accounts?

A: They will receive a SMS text message informing them that the money has been deposited.

Q: If I lose my mobile device, will someone else be able to access my bank account?

A: No. Your account is secured with a unique user name and password. In addition, each transaction requires a Personal Identification Number (PIN).

Q: I get a "Login to RCBC Login109 error" when I try to log in to Money Management. What does this mean?

A: RCBC performs a daily maintenance routine. Please try to log in again in a couple of hours. If the problem persists, please contact the support center for your country.

Q: I forgot my PIN. After how many attempts will my account be locked?

A: If you enter your PIN incorrectly three times, your account will be locked.

Q: Is there a cost for transferring funds?

A: As part of your service, your first two fund transfers each month are free. You will be charged a fee for each additional transaction per month.

Q: Is there a cost for using the TeleRemit service?

A: Yes, a service fee will be added to the amount of money you remit.

Q: If I lose or forget my PIN, how do I get a new one?

A: Please send an e-mail to Telemoney-processing@rcbc.com from the account that was setup for you when you opened your One Follow Me account.

Q: I got a new telephone and now my RCBC PIN does not work. How can I fix this?

A: Once your account is activated, it is specific to your mobile device. Getting a new mobile device will disable your access. Please e-mail Telemoney-processing@rcbc.com from the account that was setup for you when you opened your One Follow Me account.

Q: How do I add a beneficiary?

A: Contact RCBC Support at +63 8949577 to add a beneficiary to your account.

Q: What is the minimum length for my PIN?

A: Your PIN must be at least 6 characters.

Making and Receiving Calls

Q: I can hear my voice echo when I make a call. How can I fix that?

A: A headset can prevent echo. Adjusting the volume can also minimize the echo.

Q: What can I do if I'm making an outbound call and I cannot hear the person on the other end or they can't hear me?

A: Verify that you are on a reliable network and the Wi-Fi signal is strong.

Q: Someone is calling my One Follow Me number from the Philippines but is unable to connect. Why?

A: Make sure you are logged in to One Follow Me.

Sending and Receiving Instant Messages

Q: Can I send instant messages to anyone?

A: Instant messages can be sent to anyone in your One Follow Me buddy list.

Q: How do I know if my instant message was received?

A:You can only send an instant message when the recipient is online. Receiving a reply is the most common verification that the message was received and read.

Q: Can I prevent people from sending me instant messages?

A: If you would like to prevent people from sending you instant messages, you can change your online status to Appear Offline. You can also block specific people on your buddies list.

Managing Battery Life

Q: What is the difference between sleep mode and power off?

A: With the i-mate JAQ3 and JASJAM mobile devices, you can receive calls in sleep mode.

Q: Will a low battery affect my mobile device's performance?

A: Yes, it can. Some features may not work properly if the battery is not well-charged. If your battery power gets too low, you will need to connect your device to a PC to recharge it.

Q: What if my mobile device loses all power?

A: If the battery gets too low, you will need to recharge the device by either connecting it to a PC or by using the AC adapter that came with your device.

Troubleshooting Your Mobile Device

Q: How do I reset the mobile device?

A: See the topic titled "Resetting your mobile device" on the training page for your country and mobile device for detailed instructions.

Q: What can I do if my Bluetooth headset doesn't work with One Follow Me?

A: Consult your Bluetooth headset user guide for setup information.

Q: How do I turn off the power on my mobile device?

A: If you are using an i-mate JAQ3 or JASJAM mobile device, hold the power switch for 10 seconds. A message asking you if you want to power off will appear. If the power switch is pressed for a shorter duration, the message will not appear and the device will go into sleep mode.
If you are using the iPAQ Voice Messenger, you can power off the device by pressing the End key. Sleep mode is not available for the iPAQ Voice Messenger.

Q: Can I use a SIM card in my mobile device?

A: Yes, the devices support both 1.8V and 3V SIM cards. Some legacy SIM cards will not function in these devices.

Q: How do I transfer information from my desktop computer to my device?

A: You can transfer files to your device from your desktop computer using ActiveSync. This program is on the CD that was included with your device. It can also be downloaded from the Windows Mobile site.

Q: How can I store data on my device?

A: You can use either SD and miniSD cards to store data. SD (Secure Digital) and miniSD cards are the standard form of data storage on devices. Before you buy a data card, verify that it is compatible with your device. MiniSD cards can be used in an adapter to fit into an SC card slot.

Q: My friends and family call me on the OFM number, but it is always busy and I am not on the mobile device. Why?

A: Ensure that you are connected to Wi-Fi and that you are logged in to OFM. If you are not logged in, your friends and family will be prompted to leave a voice message for you.

One Follow Me

Club iMate

HP

Windows Mobile

ActiveSync

For technical questions and help, contact the support center for your country.

The following warranty information pertains to mobile devices for use with the One Follow Me Service from Microsoft. Microsoft will not be held accountable nor take responsibility for warranty claims on the mobile devices. Warranty claims and processes are specific to the mobile device manufacturer and/or the retailer through which the device was purchased.

Below, please find the list of approved mobile device manufacturers, through which you can obtain current warranty and claims processing information. For the most current list of approved devices and manufacturer contact information, please visit www.onefollowme.com. It is recommended you contact your retailer, if possible, for warranty claims before contacting the mobile device manufacturers.

Manufacturer: i-mate
Visit the support Web site.

Manufacturer: ASUS
E-mail rma@asus.com or visit the support Web site.

Manufacturer: Dopod
Visit the support Web site.

Manufacturer: HP
Visit the support Web site.