Managing Your Account

Your CallTuv account is wonderfully simple: it's tied to the email address (or Google/Apple account) you sign in with, and there's no password to look after - see Ways to Sign In to CallTuv. Here's everything else worth knowing about it.

Your account email

Your email address is the key to your account. It's where sign-in codes arrive, where invoices are sent, and how teammates see who made which call in the shared call history. That's also why it's worth always signing in with the same email or provider - a different one would open a different (empty) account.

"Your account is currently restricted"

If you see this message when signing in, or calling suddenly stops working, your account has been paused while we check something. We know how alarming that message looks, so here is exactly what is behind it.

CallTuv is a licensed voice carrier, which means we carry real calls onto the world's phone networks and we are responsible for keeping that network safe. Our systems watch for calling and payment patterns that look unusual or suspicious, and when something stands out they pause the account automatically so a person can look at it properly.

It is not a conclusion about you. A pause is not an accusation and it does not mean we have decided anything. Plenty of restricted accounts turn out to be ordinary customers doing something perfectly normal that simply looked unusual to an automatic check.

Here is what happens, and what to do:

1. Check your email. We send a message to your account's email address at the same moment the account is paused. It explains the next steps, which are usually confirming your identity and telling us a little about your calling. Do look in the spam folder if it isn't in the inbox.
2. Reply to that email - or write to help@calltuv.com from your account's email address if you can't find it. Tell us who you are and roughly who you've been calling and why. A person reads every reply.
3. Send what's asked for. Answering the questions in that email is the quickest route through, because it's exactly what the review needs to finish.

Your credit is safe. The balance stays on the account, it never expires, and it is still there if the review clears the account. Automatic top-up is switched off while an account is paused, so no card is charged in the meantime.

One specific case worth naming: if a card dispute (a chargeback) is opened on a CallTuv payment, the account is paused automatically while the bank's case is looked at, and everyone sharing that team's balance is paused too. That situation and how to unwind it is covered in Refunds.

Ended up with two accounts?

This happens more often than you'd think: you signed in with your email address one day and with Google or Apple the next, and now there are two separate accounts, each holding its own credit. There's no button that merges them together, but please don't worry - nothing has been lost, and we're happy to help.

Write to us at help@calltuv.com from one of the two email addresses (or use the contact form), tell us both addresses, and we'll look at the two accounts and advise you on the best way forward.

There are also two things you can do yourself right away:

• Move the credit across. Gift credits let you send credit from one account to another by email, so the money ends up on the account you actually call from.
• Share one balance instead. Invite the other account to your team, and everyone calls from the same balance - see How Teams and Shared Balance Work.

Whichever route you take, your credit is safe. Credit never expires, so an account you stop using simply keeps its balance until you decide what to do with it.

Notifications

The mobile app can send you push notifications - the small messages that appear on your phone's screen. If you'd rather not receive them, you're in full control: open your phone's Settings, find the CallTuv app, and adjust Notifications there, like with any app.

Emails from us

From time to time we send check-in emails to see how you're getting on. If you'd rather not receive them, just reply to any of them and say so - we'll stop, no questions asked, and your account and credit stay exactly as they are.

Deleting your account

We'd be sorry to see you go, but it's your account and closing it is easy. Please know it's permanent: deletion removes your access to your teams, your history, and any remaining balance, and it can't be undone.

• In the mobile app: tap Settings → Delete Account, then confirm with Permanently Delete.
• From the website or by email: deletion isn't available on the web dashboard yet, so simply email us at help@calltuv.com from your account's email address - or reply to any email we've sent you - and ask. We'll remove the account and its associated data for you, and you'll receive a confirmation email once it's done, so you know for certain it went through.

If you signed in with Apple, we also ask Apple to disconnect CallTuv from your Apple ID as part of the deletion, so it stops appearing in the Sign in with Apple list on your device. That happens on its own and needs nothing from you. Should you ever still see CallTuv listed there afterwards, you can remove it yourself: open your device's Settings, tap your name at the top, then Sign in with Apple, choose CallTuv, and stop using it. Either way your CallTuv account is already deleted - this only tidies up the entry on Apple's side.

If you're leaving because something didn't work the way you hoped, we'd truly welcome the chance to fix it first - drop us a line or browse Troubleshooting; most problems turn out to have quick solutions.

Privacy and the fine print

Everything about how your data is handled is written plainly in these documents:

• Privacy Policy - what information we hold and how it's used.
• Terms of Service - billing rules, credits, and account terms.
• Acceptable Use Policy - the few things CallTuv may not be used for.