F.A.Q.

Here you will find everything you need to know about Crosscall, as we answer the most frequently asked questions.

QUESTIONS/ANSWERS

My Account

To access your account in the Crosscall online store, go to the “My Account” log-in page by clicking on this icon in the top right corner of the website then click on “Register”.

If you have already registered, enter your email address, which is your user name, and any other requested information.

Changing your password or billing details is very straightforward.

Click on the “My Account” icon at the top right of the website. Once you have logged in, you can view and change your personal details in the “My Account” page.

Click on the “My Account” icon at the top right of the website. Click on “Forgot password” and a new window will open. Enter the email address where you would like to receive your new password and click on “Reset”.

Sign up to receive CROSSCALL’s newsletter by going to the bottom of the website and filling in the appropriate field.

You can also sign up by going to your account, then “Communication preferences”, click on the box “Sign up to the newsletter” then Save.

You will receive exclusive offers and all the latest news from our online store.

In application of Law 78-17 of 6 January 1978, we only ask for personal data that is essential to process your order, including the creation of invoices. French websites that process personal data must be declared to the CNIL.

In accordance with current national and European regulations, you have the right of permanent access, rectification and objection to the processing of your data.

My Orders

We will send you two emails:

- A confirmation email a few minutes after your order has been confirmed, with a summary of your order;

- An email to inform you that your order has shipped, with a link to enable you to track the status of your order. When your ordered items are handed over to the carrier, you will receive a text message and an email from the carrier including the parcel tracking number so that you can track the progress of your delivery.

You can also go to “My Account” by clicking on the icon at the top right of the website,

then click on “My order history and details”. You will see the status of your orders. A tracking number is provided so that you can track your delivery.

If you have still not received your delivery after 2 working days, and you have not received a text message or email, check the status of your parcel using the tracking number that you will find in your shipping email or in your Account tab, depending on the type of delivery selected.

You can also contact us (See “HOW TO CONTACT US”).

Payment

You can pay by credit or debit card, spreading the cost over three or four interest-free instalments, or by Paypal. Our banking partner ensures that payments are totally secure.

For more information about paying in 3 or 4 interest-free instalments, go to crosscall.com.

Visa/Mastercard/Carte Bleue

Your transaction is secured by Ogone payment services, one of the key European payment service providers for online and distance selling. Moreover, your card details are SSL (Secure Sockets Layer) encrypted so they are never transmitted in readable format. Payments are made directly to the bank.

First, check the expiry date of your discount code. Also, make sure you have entered the code without any spaces. If your code works, a message will be displayed to confirm that your voucher has been taken into account. Codes cannot be cumulated: if you have more than one code, you can only enter one code per order.

If it still doesn’t work, please contact customer services via the “CONTACT US” tab.

If you are unable to pay for your order, please check that you have not made a mistake on your credit card number, expiration date or CVV on the back of your card. Please also make sure that you validate your payment in 3D SECURE according to your bank's procedure.

Payments by credit or debit card will be debited as soon as the order ships.

Delivery

We aim to deliver your order within 72 hours of your order confirmation. This lead time is indicative, and any reasonable delay does not entitle you to any damages, reductions or cancellation of the order.

Delivery to mainland France: Colissimo

Delivery to Spain, Portugal, Italy, Belgium, Netherlands and Germany: UPS

Charges depend on the delivery method chosen:

“My local store”:€8.87 incl. tax

“My home”: €9.49 incl. tax

Delivery is free on purchases over €150.

The online store is only available for mainland France at the moment, so we cannot deliver abroad. We are also unable to deliver to overseas territories (DOM-TOMs) but please get in touch with our local partners.

Please contact customer services before you return the product so that we can explain the correct procedure to follow. Note, on condition that it is not damaged.

Contact your customer service team:

- By email at crosscall.com/sav/. 

- Or by phone on 09 69 32 23 19 (calls charged at standard rate).

P.S. Our customer service team is available Monday to Friday, 8:30 am to 7:00 pm and Saturday 8:30 am to 1 pm.

Returns and refunds

If you are not happy with a product, or if it turns out to be unsuitable, you can return it to us within 14 days of purchase.

The customer is responsible for the cost of returning the product; the cost depends on the weight of the parcel.

You can exercise your right to change your mind and ask for your money back within 14 working days from the delivery date.

Information / Service

Please go to the Special Offers tab in the menu bar.

Please go to the CROSSCALL FANS page or the bottom of the page.

My warranty

Crosscall phones have 24 or 36-month warranty, depending on the model.

Crosscall Out-the-Box and In-the-Box accessories have 12-month warranty.

For more information, please refer to the Terms and Conditions. A diagnostic tool is available to help resolve any problems you may have using the product.

My Product

Crosscall phones are not compatible with every country, as the mobile network frequency varies from one country to another. Please check the compatibility of our models with the network of the country in which you would like to use them.

Crosscall phones are compatible with operators who offer the same frequency bands as those listed in the product information sheet. (Go to the Crosscall website and select the product in question, then display the features and you will find the frequencies supported by the telephone in the Network & Connectivity section).

The X-BLOCKER accessory is specific to each Crosscall model of smartphone and tablet. This is why it is included directly in your pack. If you lose it or require another one, you can order it directly from www.crosscall.com.

The X-STICK telescopic pole is not waterproof. It enables you to take photos and videos from a distance, with a range of 40 m in an open field environment.

Go to the applications page and find the “Update” app.

Launch the app, then click on “Search for updates” and follow the steps to download and install.

If no updates are available, the phone will tell you that your device is up-to-date.

Android updates are provided in your device’s updates. See “How do I update my device?”.

Go to the phone Settings, then "About the phone".

Click on "Software version".

  • On the phone by dialling the code *#06# in the phone app or in Settings;
  • On your invoice;
  • On your packaging box.

 

How can I contact Crosscall?

Contact us:

- By email at crosscall.com/sav/; 

- Or by phone on 09 69 32 23 19 (calls charged at standard rate);

- Or by chat: https://www.sfg.fr/chat-crosscall/

P.S. Our advisors are available Monday to Friday, 8:30 am to 7 pm and Saturday 8:30 am to 1 pm.