Frequently Asked Questions

Crosscall will no longer be a mystery to you, we answer all your questions.

My orders

Payment

We accept several payment methods. You can pay for your order by credit card (VISA, Mastercard, and CB), via Apple Pay, or PayPal (full payment or split into 4 installments without fees).
We also offer payment solutions in multiple installments (3x, 4x, 10x) or deferred payment (30 days) thanks to our financing partner FLOA.

For our Belgian customers, Bancontact is now available.

Yes, all payments on our site are fully secure. Your transactions are processed by reliable and recognized payment providers (PayPlug, Shopify Payments, and FLOA).

PayPlug, a French payment solution and subsidiary of the BPCE banking group, as well as Shopify Payments, use advanced security protocols, including SSL encryption, to protect your personal and banking information throughout the payment process.

At no time are your banking details stored on our site.

If you have trouble completing your order, here are some steps to follow:

Check that your payment information is entered correctly.
Make sure your card or payment method is valid and that there are no restrictions on your bank account.
Try refreshing the page or using another payment method (PayPal, Apple Pay, etc.).

If the problem persists, contact our customer service through our contact form.

The amount of your order is charged immediately after payment confirmation, unless you have chosen payment by bank transfer. In this case, your order will be processed once the payment is received in our account. The processing time depends on the speed of your bank's transfer, usually between 1 to 3 business days. You will receive a confirmation email once the payment is completed and your order is confirmed.

Payment in installments & Paylater

Payment in 3x or 4x with FLOA allows you to spread the payment of your order over several months without any fees.

At the payment stage, select FLOA as your financing method and then choose the desired option: 3x or 4x. After entering your personal and banking information, a response is provided to you immediately.

Payment in 3x:

- 1st installment on the day of purchase,
- Then 2 installments over the next 2 months.

Payment in 4x:

- 1st installment on the day of purchase,
- Then 3 installments over the next 3 months.

The details of your payment schedule remain visible at each step of the process.

*Subject to acceptance by Floa. You have the legal withdrawal period.

When paying, select FLOA as the financing method, then choose the 10x option.
For your information, the details of your payment schedule remain visible at each step of the process, mentioning a fixed APR of 11% applied to this payment method.

Once your bank details are entered in the FLOA process, complete your information (identity, income, expenses, documents), then electronically sign the contract. Without this step, the financing request is not validated and, consequently, your purchase is not either.

The response to your application is communicated to you immediately and directly online.

Please note that to benefit from this solution, a valid ID is required.

Payment in 10x:

- An initial payment deducted on the day of purchase,
- Then 9 installments over the following 9 months.

*A loan commits you and must be repaid, check your repayment capacity before committing.

The Pay Later* is a deferred payment solution that allows you to validate and receive your order and then pay for your purchase later, without immediate payment.

Thanks to our partner FLOA, you can be charged up to 30 days after your order.

When you place an order, select the payment method FLOA. You will then be redirected to the payment platform where
you just need to select the deferred payment as well as the date of withdrawal of your choice within the next 30 days. Enter your personal information and bank details to finalize your payment.

*Subject to acceptance by Floa. You have the legal withdrawal period.

My Account

In accordance with Law 78-17 of January 6, 1978, the personal data requested from you is necessary for processing your order and, in particular, for issuing invoices. The processing of information provided through the website is registered with the CNIL.

You have, in accordance with current national and European regulations, a permanent right to access, modify, correct, and object to the information concerning you.

Returns and Refunds

If you wish to return a product, you must send the item back to us at the following address:

CROSSCALL – c/o MOBY
20, rue Pierre et Marie Curie
ZA La Blinière
35 370 Argentré du Plessis

The return must be made without undue delay and, in any case, within fourteen (14) days from the notification of your withdrawal decision. The deadline is met if you send the product back to us before the end of this 14-day period.

Return shipping costs are your responsibility. The returned product must be complete, in its original packaging, in perfect condition, unused, and accompanied by all accessories, manuals, certificates, and documents (including the invoice).

In case of withdrawal, CROSSCALL commits to refund all payments received, including delivery fees (except for additional costs related to choosing a delivery method more expensive than the standard delivery offered), within fourteen (14) days from the receipt of the returned product(s), or from the proof of shipment of the products, whichever is earlier.

If you return only part of the products, the delivery fees will be refunded proportionally to the returned items, except in the case of flat-rate delivery fees, which will not be refunded.

The refund will be made using the same payment method used for the order, unless you expressly agree to another refund method. This refund will not incur any fees for you.

Partner Discounts

If you have a professional email address containing "gouv", you can receive a 20% discount on the crosscall.com website.
Simply use this email address when placing your order or creating your account so that your eligibility is automatically recognized.

Your discount cannot be combined with current promotions:
- If the discount shown on the site is greater than 20%, no additional discount will be applied.
- If it is less than 20%, your 20% discount will be applied.

The UNÉO partner offer is reserved for military personnel affiliated with the UNÉO mutual insurance.

To benefit from it, you must:

- Log in to your customer account or create one
- Complete the UNÉO eligibility verification form.

Once your eligibility is confirmed:

- The 20% discount is automatically applied to your cart
- It is valid on all your orders, not limited to a single use
- You just need to be logged into your customer account to take advantage of it

Find the detailed steps and all information on our dedicated UNÉO partnership page.

My warranty

Crosscall phones are guaranteed for between 36 and 60 months depending on the model.

Refurbished models as well as accessories sold separately from the phones are guaranteed for between 12 and 24 months, depending on the model.

For more information, visit the Terms and Conditions page. A diagnostic tool is available to help resolve your usage issues.

My product

My applications

Find all the information about the X-CAM app in the dedicated FAQ just here.

For your information, following the latest update N2074V.6.04.16.FR00, we have noticed a bug in the X-CAM app on the Crosscall models STELLAR-X5 and STELLAR-X5s.
Bug description: your X-CAM shows a black screen, and you are unable to take photos.

If your model is affected, here is the procedure to follow to fix the bug:

Press and hold the X-Cam app icon.
Select "App info".
Click on "Force stop".
Then go to "Storage and cache".
Tap on "Clear cache".
Clear the storage space.
Restart the phone.
Relaunch the X-Cam app.

Then confirm all permissions:

Press and hold the X-Cam app icon.
Permissions
Three dots at the top right --> All permissions.

Known issues after the Android 13 update on the Crosscall CORE-X5

Reinstalling WhatsApp after backing up data
Since the Android 13 update, some users have experienced issues sending or downloading media files on WhatsApp. This is related to a change in the app’s media storage structure.

Start by backing up your data via the WhatsApp application on your PC (you can also manually save your photos/videos).
Go to: Settings > Apps > WhatsApp > Uninstall to remove the app.
Open the Google Play Store and download the latest version of WhatsApp.
Install the app and then restore your data from the backup.

⚠️ If you do not have a Google account with backup enabled, automatic restoration will not be possible. In this case, connect the phone to a PC and manually copy the WhatsApp MEDIA folders.