Help, Support, Hints and Fixes

It helps to know before-hand as much as possible what to expect when registering a device. To that end, I figured it would be a good idea to type up a list of questions and chat with magicJack support about it. What follows below is my chat session with Jeaniza. I made an effort to frame my questions in such a way that it would be easy to answer with a simple “Yes” or “No”. Some of the answers surprised me, so I had to rephrase and ask additional questions, but overall, I think I learned a lot about the registration process before actually doing it.

Update: 2012.12.17: For the holiday season, magicJack has been adding the six months to transfers, when you upgrade from any previous version magicJack to the 2014 version, not ust giving you a choice between 6 months or whatever’s left on your transfer. For the first time from magicJack, it’s sort of like transfer “rollover minutes”. Early adopters did not have this choice. If your device had less than six month, you did’t transfer – just let the old device lapse. If your device had years left, you could transfer, but lose the six month advantage for buying the new device.  I’m not sure how long this behavior will last with magicJack, but if you were thinking of transferring, especially from the USB-only version, this might be the best time to do it.

Pre Registration QuestionsPlease wait for a site operator to respond.

You are now chatting with ‘Jeaniza’

Your Issue ID for this chat is LTK1115309951589X

Jeaniza: Hello, how may I help you?

Jeaniza: May I know the exact nature of your problem with full details please?

Chris: I just bought the magicJack plus 2014. I’m planning on registering it today, but I have some questions before I begin.

Jeaniza: Sure

Jeaniza: Please feel free to ask

Chris: I found this image of the transfer service option provided by magicJack chat support: http://aid.magicjack.com/TransferService.PNG Do you have link to a list of similar images that show the entire registration process so I can see what likely options there are before I have to make a decision?

Jeaniza: Yes, on the registration process, you will be given those options and it is up to you whether you will proceed or not.

Chris: Do you have a list of similar images linked in a help page that will let me see what the options are before I begin the registration process?

Jeaniza: Unfortunately non at this time, Chris.

Chris: If I register it with a new number assigned by magicJack, I get six free months of service on the new device, is that correct?

Jeaniza: Yes, that is correct.

Chris: I have the magicJack Talk Free app, and I notice that I can switch between the “magicNumber” and my existing phone number named “home”. When I add a new device with a new phone number, will I have the ability to switch the app so it can use the phone number from either magicJack plus device?

Chris: Hello?

Jeaniza: One moment please…

Jeaniza: Thank you for waiting.

Jeaniza: Yes, you can switch phone numbers under your account.

Jeaniza: After switching the phone number, all you need to do is unplug and re-plug the device or restart the app for the new number to be activated.

Chris: That was actually going to be my next question. Thank you. If I have two magicJack pluses, on the “Phone Numbers” tab when I’m logged in on the website, is it possible to temporarily put both devices on the same number? Is it possible to switch numbers between devices using the “Number” field pulldown menu?

Chris: (Of course after I re-plug the device.)

Jeaniza: Yes, you can use the same phone numbers on both your magicJack devices at the same time. When there is an incoming call, both phones will ring.

Chris: I notice in the “Phone Numbers” tab, when I’m logged in on the website that I can assign a new US phone number to my existing device for a straight $10 fee. If I were to move, it might be nice to do this so my number is local to the city I’m in. I will not be charged a yearly fee afterward for changing number assignments by area code, but only the $10 service fee, is that correct?

Chris: (Just a one time fee?)

Jeaniza: Yes, that is correct.

Chris: Currently, I have about 105 days of service left on my magicJack plus labeled “Home”. If I transfer service from my existing device to my new 2014 device, will I have 105 days left on my new device, or will I get 180 days (6 months) on the new device?

Jeaniza: You will get the 105 days with the new device 2014 magicJack PLUS, please be advised that once you transfer the subscriptions from your old device the six months of service associated with the new device will be forfeited.

Chris: So the only time the 6-months free option is avialable is if I order a new number for the device, is that correct?

Chris: (If I order a new number while registering a new device.)

Jeaniza: You can still register it using the same phone number but you must select the option to register it as a new device and NOT as a replacement with your old device.

Chris: So I would register with the first option as shown on http://aid.magicjack.com/TransferService.PNG (Register as a new device.) after which I would be given the option of using an existing phone number or begin given a new assigned phone number or buying a vanity number, correct?

Jeaniza: Yes, that is correct.

Chris: If I decided at the time of registration to use my existing number for my existing magicJack device, then at a later time realized that my new device should have had its own phone number, will it cost me anything to make that change, given that I only have one phone number between two phones? Is getting the second phone number still a free option after registration?

Jeaniza: I will be right with you.

Chris: OK

Jeaniza: You can add a new phone number on your new device for free if you wish to change its number later after registration.

Jeaniza: You can only do the free change if you will register it using the same phone number and that can only be done once.

Chris: After that, it’s $10 for every time I want to change my phone number, for instance if I move to a new city, correct?

Jeaniza: Yes, that is correct.

Chris: My magicJack APP mobile device says it will renew on 12/31/2013. When I look at the app on google play, it seems to suggest the app is free, but when I look at the “Add a Year” option on the Phone Numbers tab when I’m logged in to the website, it looks I’ll be charged $19.95 on 12/31/2013. Is this true? Will I be charged for the app on that date if I have it set to autmatically renew?

Jeaniza: Yes, that is true that the renewal of app only costs $19.95 and it will automatically renew.

Chris: So why is the app showing as free on google play?

Jeaniza: We offered the app a free version where you can get a special number that starts with asterisk, that free version is only good for 30 days, after 30 days, you still need to pay $19.95 for the renewal.

Chris: Does this include its own free telephone number, or will I be using one of my telephone numbers from my existing magicJack pluses?

Jeaniza: You will be using one of the telephone numbers you have if you will opt to use the trial but if you will pay $19.95, you can change its number for free once.

Chris: So if I use one of my existing magicJack plus numbers, I don’t have to pay $19.95?

Jeaniza: You do not need to pay if you will download the free trial and use one of the phone numbers under your account.

Chris: So all I have to do is set the app so that it doesn’t automatically renew, and the free version stays as it is, correct?

Jeaniza: Yes, that is correct.

Chris: Coming back to the number assignment on my new 2014 device. Using a new device with a number from my first magicJack, if I wait six months until I move, I can still add a new number for free (one-time only) to the new device, correct?

Jeaniza: Yes, that is correct.

Chris: Jeaniza, I think you’ve answered all of my questions. I really appreciate the time you took to help me figure out the best way to go.

Jeaniza: Is there anything else I may help you with today?

Jeaniza: You’re welcome. Please click on the link below:

Jeaniza: To be eligible for your reward, please click here. Your reward instructions will be emailed to you. Thanks again!

Chris: You should know, the reward instructions never show up. I’ve been offered this several times, but have never seen it. (It’s not in my spam folder either.) Is there an email address I should white-list?

Chris: Can you tell me what the reward is?

Jeaniza: The feature under your account which enables you to receive the reward is turned off. That is the reason why you were not able to receive it.

Jeaniza: Please turn it on.

Jeaniza: Login to the account and hover the mouse under “Account” and click on “Do Not Contact”. In there, turn it on.

Chris: Got it!

Jeaniza: Good

Chris: That solves the puzzle. Thank you.

Chris: Good day to you.

Jeaniza: You may click on the reward link now and was for the email notification.

Jeaniza: Good day too.

37 Responses to Pre-Registration Questions about magicJack plus 2014

  • I have new magic jack 2014 plus and want register it with new phone number and I do not what is the process.

    • You’ll need to go to mjreg.com on your computer. Watch the installation video. It will show you how to install. Then click the blue button or the orange button if you don’t want to wait for the video to finish. So long as your unregistered magicJack plus 2014 is on the same intranet as your computer, magicJack’s system will notice your new device and allow you to register it on line. I’m creating a video that will go through a pain free process–I hope… Stay tuned!

    • Deseo que esta información sea enviada en español
      Gracias

  • I would like to keep my old magicjack # 321-215-#### and please advise amount of time left on present contract. the # you have assigned the new magic jack plus is 321-205-####. I prefer my original. thank you!

    • Hi Richard,
      I don’t work for magicJack. I’ve hidden the last four digits for phone number since I cannot expect that you would appreciate anyone randomly calling you after seeing your number on my website. You should know that any advice I give is entirely from my own experience. If you follow my advice, you are responsible for any consequences you may incur — not me. With that, here is how to do what you ask:

      Log in to magicJack website. Click the “Phone Numbers” tab. Find the device that is assigned the wrong number. For that device, pull down from the “Number” column and select the preferred phone number. As confirmation that the number has been changed, you’ll see a very bright green box at the bottom of your page saying “Assigned number changed from (321) 205-#### to (321) 215-#### for this magicJack Plus” or something like that. Both devices will now be able to receive calls from this number. The other number will likely become dormant. I do not know if you will be able receive emails for calls that go to the number (321) 205-####, since it’s not assigned to any device any longer. Since you elected to add the device as a new device and not as a replacement, your renewal date will show up on the phone numbers page under the column “Device Status”. You’ll be able to tell for yourself when the device will renew. Click the “Renews” link in the “Device Status” column to decide whether one device or the other will automatically renew. If you just bought the mJ+ 2014 as an upgrade and you plan to let your old magicJack plus lapse, turn off Autorenew for that device in the “Auto-Renew” column. You can also get to the Auto-Renew tab by pulling down from the “Account” tab to “AutoRenew”.

      Good luck!

  • I like the magicjack it work nice.

  • I sure do hope that this magic jack is better that the first one they came out with. Lets see after 12 days.

  • Why were I charched $32.00 For Transfer my Ex Phone # ?
    I Have Magic Plus.When I Ask right of way To Transfer The Phone # But
    it gave me a New N\number,please reply as Soon as possibly Thanks Richard

    • Hi Richard. First, I don’t work for magicJack. If you have less than six months left on your magicJack device, the best thing to do is not transfer. See my post and video about the best procedure if you want to upgrade but try before you transfer. You’re out $30 either way. Why not make it easier to decide whether you want to go all the way? If you have already transferred your old device, there’s not much I can do. If you are transferring for a different phone provider, I don’t know how I can help. I hope this clarifies things. Good luck!

  • While trying to register my new magic plus 2014 recently purchased at the time of entering my credit card details would get a response that said ” invalid details enter new card” I did that thrice with the same response each time. Howvever my bank informs me that each of those transactions have been completed. As a result I have paid 3 times $43.07 amounting to an excess payment of $ 86.14. And yet my registration has not been completed. Would request a refund and also activation of my magic jack number.

    • Vinay Shankar,
      I’ve already responded to your previous comments on the same request here. (Scroll down to see your comments and my reply on that page.) I don’t work for magicJack. I cannot make them do anything. You’ll have to get online with mJ chat support and discuss it with them. Best of luck.

  • necesito instalar el magickjack

  • When I was unboxing and trying to instaly Magic Plus, my Beagle Puppy grabbed the whole kit and bit through all wire before I could resque the kit
    . This system is now unuseable. How do I get a new kit? Please Help !

    Century link is getting very expensive. Does it matter that currently I do not know anyone who is using a magicJack?

    • Joanne,
      This kind of stuff does happen. While I don’t work for magicJack, I know that for about $10, magicJack may ship you a replacement kit when these kinds of accidents happen. If it’s just an ethernet wire, you may want to save yourself the trouble though. The ethernet cord that comes with it is fairly crummy. You would be better off using an off-the-shelf ethernet cable you bought locally (or made yourself, if you are so inclined.) If the magicJack box device is fine and it’s just the ac adapter, that may be an inexpensive fix too. In any case, if you did not buy the device from radioshack or walmart locally, you’ll need to contact magicJack chat support and get help from them for a replacement. Check out my advice on how to chat with support. They’re generally not very knowledgeable, but it’s not their fault. Remember, they’re working from a script. Vinegar is not as helpful as honey, as they say.

      So long as you are the people you call frequently don’t live in one of the area codes that magicJack is currently blocking you should be fine using magicJack. Good luck!

  • my magic jack does not install. The autoplay box appears click on Start magicJack, begins to download and that’s it. Nothing else happens. Click on the icon in Disc F, again it downloads, again nothing happens. If you have nothing else to do, this can go on and on for ever!!! I have tried the 3 different USB ports..all with the same result. It is very frustrating. Please help me :)

    • Jimena, I’m sorry to report that the only countries that are supported by magicJack for registration are the United States and Canada. It’s likely that during the install process, the magicJack install app is noticing your location and denying access to the registration and activation panels. In order to install and register, from what I understand, you have to be physically in one of these two countries. If you travel frequently to the US from your home in Asuncion, Paraguay, perhaps you may be able to take a moment at a hotspot in a cafe or a friends house to register and activate the device the next time you are here.

  • Received and registered MagicJack Plus today while connected directly to the router. Also, my old MJ was to expire June, 2014. I was surprised after registering that my new expiration date is December, 2014. They just added on six months.

    • Wow – That means the Cyber Week deal is a better deal than the one we got as early adopters. Fantastic. I guess it really is Christmas for you.

  • Hi, I just bought the Magic Jack Plus 2014 a week ago. I installed and registered it without any problem, and it works perfect when it works!. This is my concern and question (maybe you can give me an advise, because until today I cannot get comunication with Magic Jack company). I use it without the computer, that means that I plug the magic jack into a power outlet, and I can receive and do calls with a reception really good, but sometimes when I try to do a call I get an error message that says that my internet is not working and it is not true, I have checked the magic jack and it is overheated (I am not exaggerating if say that it almost burn my fingers), so I have to unplugged it and wait until it is cool and when I plug it again works fine. I have to do the same each time that I cannot do a call. I don’t think that is normal that my magic jack works in this way, I can assure that it is damaged but I don’t know what I can do. Could you please help me about this? Thank you in advance

    • Denise. Your magicJack is definitely defective. You are not the only person to whom this has happened. It’s okay for it to be warm. It should never be too hot to touch. You’ll need to contact magicJack chat support. If you bought it locally at Radioshack or Walmart, return it there and get an exchange. Log in at my.magicJack.com. Transfer your old number to your new device. The old device identity might hang around for a while. Rename it “Old” so you don’t confuse the two. If you bought the device directly from magicJack.com, log in. Click the “Live Help” button. Tell them your magicJack is too hot to touch and that it stops working because it gets overheated. They should send you a replacement. The replacement will either be free or cost you ten dollars for shipping. Good luck!

  • A friend of mine gave me her unused Magicjack device that was given to her a few years back.
    I would like to register and activate it. How do I go about it?
    Nafees

    • If it’s still unopened, inside the packaging, you should still be able to register it when you’re in the United States or Canada. Unfortunately, since you live in India, you will not be able to renew it while you are in India. If the packaging is already opened, it’s possible she or another family member of your friend may have already activated and registered it last time they were in the US or Canada. The best way to register the device is using these directions on your next visit to North America.
      Good luck.

  • I am using MJ+ 2014. I like to shut down my computer at night. When I bring it up in the morning my icon is gone from the bottom of my terminal bar. Calls are coming into my email now but the phone is not ringing as it was before. What do I do?

  • Question:
    I have a router in my RV working with the 12VDC.
    I want known if the Magic jack plus 2014 is able to work with 12VDC or 5VDC.
    Regards.
    J-M Coutaud

    • Jean-Marie,
      I absolutely love Quebec. I’ve got so many relatives there, it’s entirely possible we’re related. (Kidding, sort of.) Any 12-volt-cigarette-lighter-to-USB adapter with at least one amp capacity should be a viable source for your mJ+. At Amazon.com, type “cigarette lighter usb adapter” in the search field. The first one I see is a three-amp adapter with two USB ports. That should be plenty to power your magicJack and maybe a tablet or ipad, without the energy-expensive AC conversion. Good luck!

  • When a call is made to the phone number that I had imported (###) ###-#### it leaves a message that the number has been changed and is now unlisted.

    • Lenny, AT&T cell phone numbers port readily to magicJack. AT&T Land line phone numbers do not. Contact AT&T to find out how the port is going. Also contact magicJack chat support about the transfer to find out what they might know. You’ll need to track down from AT&T and magicJack what steps are missing and press them for detailed directions on what to do in what order. It helps to be patient and courteous in order to get the best experience from support clerks. Good luck!

  • I am a new customer. just finished the Registration process successfully, I can receive phone calls but I am unable to make any phone call so far. I may made a mistake in teh process , I guess?

    • Hector,
      This is a very unusual circumstance. First — can you make and receive calls when the device is plugged in directly to your computer rather than to the router? If so, it may be a port-forwarding issue. Have you tried port forwrding? Here’s a link to the page with a step-by-step video that talks about port forwarding. I’m not sure if it will work for you, but hopefully, a through a process of elimination, we can figure out what’s happening with your system.

      Best of luck!

      Chris

  • I am new to the excitement about magic jack. Slowly I am learning what is going on. It is no body’s fault, I should have first gone to the website to learn about Magic Jack. When I call every technical expert is willing to help me at the magicjack. I give A+ to the expert at the Magic Jack. Thanks for helping me.

  • new mj…have set up and have new telephone number….i only get message ..error 404…and to contact customer service…how do i contact customer service or correct this error….have checked my internet connection….???

    • Try connecting your magicJack to your router and use a different wall socket than the one you’re using now — preferably one on a different circuit in your circuit box. If you still get the same problem it’s time to talk with chat support. There’s also the possibility that if you’re plugging the AC adapter into a surge protector or UPS, the UPS could be causing the problem. You’ll need to find a different model UPS. I hope this helps!
      Chris

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