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Do UpSNAP services use my wireless minutes?
It depends on which UpSNAP services you are using. SMS-based services like 411 searches and package tracking do not use mobile minutes. However, depending on the terms of your wireless plan, you may incur airtime or long distance fees when you use some of our other streaming audio services because these services involve making or receiving calls on your cell phone.
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Will the service work on my phone?
All UpSNAP services should work on virtually any cell phone. Some services require you to be able to send or receive text messages, but most cell phones are capable of doing this so chances are good that you can enjoy all of UpSNAP's mobile offerings. If you are using the txt messaging features on your phone, make sure, that the signature option, is turned off on your txt messages.
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Which carriers do you support?
UpSNAP's services are available through virtually all of the major carrier networks in the U.S. These include Nextel/Sprint, AT&T, Verizon Wireless, Alltel and T-Mobile. Support for additional carriers is being added all the time, so check back soon if your carrier isn't currently on this list. A number of UpSNAP's offerings, including its mobile streaming audio service, are available through all U.S. carriers so you can enjoy them no matter what carrier provides your mobile service.
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Where do I get support?
You can request support for an UpSNAP service by calling our office (704) 895-4121 Monday thru Friday 9:30am until 4:30pm Eastern Time or by e-mailing support@upsnap.com. Please include your cellular telephone number and mobile operator, and a short description of the problem in your email. If you're experiencing a problem relating to billing, text messaging or anything else related to your mobile phone and how it works, please contact your carrier directly for support.
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What is the cost for your services?
Some of UpSNAP's services are free, while others involve a one-time or recurring subscription fee. As part of the sign-up process you will be notified of the price and billing terms, if any, for the product for which you are registering. If you do not wish to accept those terms you can discontinue the registration process and you will not be charged.
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How do I pay for these services?
Many UpSNAP services are free to use. Those that require a usage or subscription fee will be billed directly to your monthly cell phone bill. Services involving a monthly subscription will automatically be posted to your cell phone bill each month until you cancel your subscription.
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How can I unsubscribe?
You may unsubscribe from any of UpSNAP's text messaging based services by simply texting STOP + the keyword to 27627. You will then receive a text message confirming your cancellation. If you are subscribed to multiple services, you can text STOP to 27627 and you will be sent a list of services you are subscribed to with directions on how to end the service you wish to unsubscribe.
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How does the audio work?
Depending on the specific service you're using, you either place or receive a phone call. Once connected, the audio content is streamed to you cell phone just as a person's voice would be in a normal phone conversation. No special audio players or software are required and no audio files are downloaded to your phone.
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Turn off signatures?
Some phones support signatures, which will interfere with your search results. Make sure you turn off signatures if your phone supports this function.
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How do I listen to my radio content?
Most radio stations can be accessed in one of three ways:
- Dial-up. The user dials a phone number and follows a series of voice prompts to choose the content that they wish to hear.
- Wireless Internet. The user points their cell phone's browser to one of UpSNAP's wireless Internet (WAP) URLs and navigates through the content menu to select the desired audio stream.
- SMS/Text messaging. The user sends a keyword for the station or service that they wish to access to UpSNAP short code (27627). They then receive a text message that, depending on the station/service being requested, contains either additional instructions, station options or an embedded phone number to connect them to the audio stream. The user then responds accordingly to access the desired audio content or service. Using the SMS/Text messaging interface requires the user to know the unique keyword for the station or service to which they wish to listen.
Which of these three methods a user chooses to listen to audio content depends on a number of factors, including the user's preference, their cell phone's capabilities, and how a given audio offering is structured. Not all audio services will be available through all three of these methods. Please check each service's descriptor to determine the best method for accessing that audio content.
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What if I forget the key word or station number?
Each UpSNAP service or audio station will list the corresponding key word or station number as part of its description on the UpSNAP website. To find it, simply visit www.upsnap.com and search for that service or station.
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How do I set up my account?
Each UpSNAP service that requires you to create an account will provide full instructions as part of the sign-up process. Most UpSNAP services allow you to sign up either via the UpSNAP website or directly from your cell phone. You can also unsubscribe using the same methods. |
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What is text messaging?
Text messaging is a popular method of sending short messages using the keypad on your cellular phone. Extremely popular in Europe and Asia, text messaging is now hitting the US as the carriers have allowed inter carrier messaging between competing operators. It is a highly convenient, low cost or even free method (depending on your operator contract) of communication for quick instant messages. SMS stands for short messaging service.
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How do I know if my phone has SMS?
SMS works on the vast majority of phones in the US. 92% of all phones now support SMS, so the chances are high that your phone is SMS capable. The UpSNAP service works on any carrier, not just the major services. To find out if your phone supports text messaging, look under the messaging options menu on your phone handset or contact your mobile operator. Your phone DOES NOT need a browser or to be able to connect to the Internet to use our service. However Sprint users will need to connect to the internet before sending messages, although they can receive messages without a connection.
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Do I have to pay long distance charges for text messaging?
No. Different network operators have various packages for text messaging, ranging from free to 10 cents per message. The messages are priced regardless of location, although some operators may charge an additional premium for international text messages.
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What is the UpSNAP text number?
UpSNAP's text number – or “short code” – is 2SNAP (27626) and is the number you send all queries to.
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What if I need help?
Just send a blank text message or "MENU" or "?" or "HELP" to 27627, and we will get you on your way. You can also request support by calling our office (704) 895-4121 Monday thru Friday 9:30am until 4:30pm Eastern Time or by e-mailing support@upsnap.com. Please include your cellular telephone number and mobile operator, and a short description of the question or problem in your email. If you're experiencing a problem relating to billing, text messaging or anything else related to your mobile phone and how it works, please contact your carrier directly for support.
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What if I don't have a cell-phone?
A cell-phone is needed to use the service. It cannot be used with a regular telephone. |
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How do I report a problem?
Please call our office (704) 895-4121 Monday thru Friday 9:30am until 4:30pm Eastern Time or email support@upsnap.com. Please include your cellular telephone number and mobile operator, and a short description of the problem.
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Do you support SMS Signatures?
UpSNAP does not work with SMS signatures. Phones that have signature support include Handspring Treo's & some Windows Mobile devices. You will have to disable the signature support to use UpSNAP with these devices.
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I am having problems with a Verizon Wireless phone?
UpSNAP's testing has revealed widespread problem with Verizon Wireless text messaging, from significant delays in receiving messages to message loss. If you continue to experience message loss, please contact Verizon Wireless technical support by dialing 611 on your handset.
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What if my phone does not work?
Please call our office (704) 895-4121 Monday thru Friday 9:30am until 4:30pm Eastern Time or send an email to support@upsnap.com with your mobile operator, cellular number and handset type.
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The audio is skipping.
If you use the speakerphone feature to play back the audio, you need to place it in muted mode or the audio from the speaker will be picked up by the microphone and cut off the audio. Some devices may require you to do this each time.
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I receive an error message that says:
"Due to internal error your request cannot be processed."
UpSNAP recommends that you clear your phone's cache or restart the browser. To do this, see instructions below. If the problem persists, please contact us at (704) 895-4121 Monday thru Friday 9:30am until 4:30pm Eastern Time or email us at support@upsnap.com.
Wireless Internet Access users only:
• Access the Internet through your cell phone.
• Press and hold down the Menu button for about 3-4 seconds until the browser menu
comes up.
• Select Restart; or
• Select the Advanced option, and then Restart.
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When I try to listen to a stream after the phone dials the phone number, there is only silence.
Caller ID blocking must be turned off. If the problem persists, please contact us at (704) 895-4121 Monday thru Friday 9:30am until 4:30pm Eastern Time or email us at: support@upsnap.com.
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I called the UpSNAP number but received no reply?
The UpSNAP number is for SMS data only. Please do not call it, as you will not get a response.
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Can I get help on the road?
Yes, just send a message to UpSNAP with help, or ? or just a blank message and we will get you started.
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Can I call for help on my cellular phone?
You can reach our office Monday - Friday between the hours of 9:30am and 4:30pm EST at (704) 895-4121.
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Can I use SMS messages with my older CDMA\TDMA\Analog phone?
Text messages are now converted between GSM and CDMA\TDMA networks. Older CMDA\TDMA phones may have some problems sending text messages though, and there could be formatting issues. First generation cellular phones known as “analog” do not have a capability to support SMS services. |
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| Questions about UpSNAP Inc. |
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Who is UpSNAP?
UpSNAP was founded in San Francisco, CA. We are now headquartered in Davidson, North Carolina. For more information about UpSNAP, visit http://www.UpSNAP.com.
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How is UpSNAP funded?
UpSNAP has completed a significant round of funding by way of a share exchange. UpSNAP now trades on the NASDAQ OTC exchange as UPSN.OB.
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| General Industry Questions/Background |
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Is text messaging like instant messaging?
Instant messaging was launched as an always-on quick message server on PC's which later became available for cell-phone users. Text messaging is not instant, but does not require an expensive always on Internet connection.
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What does SMS stand for?
Short-Messaging Service.
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What if I want to forward the results to a friend?
Most phones will allow you to forward from the messaging menu. Just find forward on the menu, and use your phone book to send the results to your friend.
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How long does a text message take to receive?
Text messaging is not instant, but uses store and forward technology to reach your phone. Messaging times vary according to the network operator, but messages typically take from 5-60 seconds.
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How many phones in the US can send text messages?
There are now more than 145 million digital cell phones capable of sending text messages. As the older models are upgraded that number is getting higher every day.
SOURCE: CTIA Semi Annual Survey 2003
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How many cellular subscribers are in the US?
As of the end of calendar 2003, there were 158 million cellular subscribers. Most industry estimates now place that number at close to – if not more than – 200 million.
SOURCE: CTIA Semi Annual Survey 2003
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How many active SMS users are in the US?
The Yankee Group estimates that in 2003 there were 32 million active text users. According to an Enpocket US Mobile Media Monitor Survey that number increased to 38 million by March 2004.
SOURCE: Yankee Group 2003 Mobile User Survey
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What is the demographic of SMS users?
Text messaging is equally appealing to mobile users of all incomes, but is biased to the young - 57% of 18-25 year old mobile owners are SMS users.
SOURCE: Enpocket US Mobile Media Monitor.
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Can I use SMS messages with my older CDMA\TDMA\Analog phone?
Text messages are now converted between GSM and CDMA\TDMA networks. Older CMDA\TDMA phones may have some problems sending text messages though, and there could be formatting issues. First generation cellular phones known as “analog” do not have a capability to support SMS services.
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Why has text messaging taken off in Europe and Asia but not in the US?
Text messaging growth has been hindered in the US by the large amount of network operators and conflicting standards. Lack of interoperability between the network operators means that messages could not be consistently sent to individuals across the US. In 2003 the interoperability problems were addressed, and mobile messaging has begun to take off. |
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| Privacy and Legal Issues Concerns |
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OK, so what’s the catch, are you going so spam my cell-phone?
There is no catch. We link merchants who want to pay us with consumers who don't want to pay. We don't send unsolicited messages to your phone. Merchants only call you if you specifically want them to. Please see full details of our privacy protection policy
here.
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Will you ever sell my personal details such as mobile phone number?
No. The terms of the privacy policy specifically preclude us selling your personal data
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How can UpSNAP provide some of its services for free?
We use automated services, and do not have directory assistance staff. Merchants pay us to connect to consumers, and increase their listings profile.
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Does UpSNAP work internationally?
At present the service is for US users only, although some of UpSNAP's services may work on phones elsewhere in North America.
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I thought there were laws against advertising on cellphones?
There are strict laws against spamming to your cellphone. When you are using the UpSNAP service you are requesting information from us, which we will deliver to you for free. We support our free services with advertising (just like radio & TV).
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How do I know my search is private? / How to unsubscribe
We ensure your privacy by using industry standard encryption. Your message is safe starting from your handset by using 128-bit encryption.
The FCC requires UpSNAP to offer every user of our Free, Fast and Private mobile search service an unsubscribe or cancel function. Using your mobile phone, text END or STOP ALL to 27627 to unsubscribe or email us at support@upsnap.com. Please put UNSUBSCRIBE in the subject line and be sure to include your cellular telephone number and mobile operator. We will respond to your email to confirm that you have removed from our database. |
