Frequently Asked Questions

Service:

What is the China Help Line service?
When is the China Help Line service available?
How can I try the service?
A free introduction? What's the catch?
What languages are available?
I still have questions about the service. Who can I contact?

Registration:

Why do I have to register for China Help Line service?
How do I register?
What will my username be for accessing my account online? What about my password?
Why do you need my mailing address?
Why do you ask for multiple phone numbers during the registration process?
Why do you ask for my e-mail address?
Will China Help Line send unsolicited e-mail to my account?
What account information can I access through chinahelpline.com?
How can my company sign up?

Payment:

After my free trial, how much does it cost?
What payment methods are available?
When I pay my bill, how do I know my credit card information is secure?
Can I pay cash? Can I pay early? What if I do not have a credit card?
I've heard you offer pre-paid cards. Can I use prepaid method now?
I am having trouble with the payment system. Can you help me?

What is the China Help Line service?
China Help Line provides real-time bilingual interpretation and information to
customers calling from their home or mobile phones. This convenient phone-based
service can be used to help give directions to drivers, communicate with
housekeepers, make travel arrangements, order food, ask for directions, and
even conduct basic business conversations.

In addition, we provide document translation, on-site interpretation, and a variety of
concierge services including appointment scheduling, 3-way conference
calls, restaurant search, and travel planning. Unlike other interpretation solutions,
China Help Line is available when you need it at only a fraction of the cost of
full-time interpreters.
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When is the China Help Line service available?
China Help Line's over-the-phone service is currently available seven days a week, from 8am to 12am midnight for service in English, and from 8am to 8pm for service in German.
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How can I try the service?
All you have to do is call 4008-808080 to experience the China Help Line
for yourself.
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A free introduction? What's the catch?
No catch. All new customers will receive two calls free of charge.  We are so confident that you will enjoy your experience with China Help Line, our introductory period is completely risk free and is our way of welcoming you to our growing family of customers.
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What languages are available?
China Help Line currently offers service between Mandarin Chinese (putonghua)
and English, or Mandarin Chinese and German. Future service offerings will include interpretation for other languages.
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I still have questions about the service. Who can I contact?
At China Help Line, customer service is our top priority. E-mail service@chinahelpline.com
and one of our senior executives will contact you within 24 hours.
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Why do I have to register for China Help Line service?
Registration helps us to ensure quality service. Our software system enables us to keep track of how we have helped you in the past so we can better help you in the future. Benefits of being a registered user include:

•  Direct connection when calling from the phone numbers you provide upon registration
•  Customized service based on individual preferences and location
•  Detailed usage reports for single or multi-user accounts
•  Online account access, account management, and payment
•  Special members-only promotions

Members calling from unregistered phone numbers (e.g. some office and hotel phones) will still enjoy all of these benefits, but will be asked to verify account information for security purposes before each call. 
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How do I register?
Please click on the “Sign Up” tab above ( http://www.chinahelpline.com/chlsystem/signup.asp ) and enter your contact details. After registration, you will receive an email with your username and password. This username and password will enable you to access your account at www.chinahelpline.com .
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What will my username be for accessing my account online? What about my password?
Username: Your username will be the email address you provided on the website
Password: You can pick you own password. The password has to be at least 6 digits.
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Why do you need my mailing address?
Although we prefer to communicate by e-mail, some customers prefer paper correspondances via regular mail. Having your address also helps us to better serve you when you call. Since we have customers all over China, knowing that a caller is, for example, living in Beijing, helps us to better serve him or her if she is asking for directions. In addition, since many clients request help at or near home, knowing where home is helps us to better assist customers.
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Why do you ask for multiple phone numbers during the registration process?
One of the most important attributes of China Help Line's software system is its ability to recognize callers based on incoming caller ID information. Calls from registered phone numbers are automatically connected to an agent and provide valuable information to the agent so that they can serve you without asking for basic account information like your phone number or address. Most customers provide fixed and mobile phone numbers for all members of their family.
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Why do you ask for my e-mail address?
Your email address is your login name with which to access your account online. We have found that customers find their email address easier to remember than other username types. Moreover, we ask customers for their email address because we find it to be a much more reliable means of communication than regular mail.
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Will China Help Line send unsolicited e-mail to my account?
Absolutely not. We only send e-mails to confirm your interactions with us and to notify you of any service changes.
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What account information can I access through chinahelpline.com?
After you register with us, you can log in to your account at www.chinahelpline.com . Once you log in, you will be able to view the following pages:

• My Account. The “My Account” page allows you to view all the contact information we have on file as well as your current usage and payment history.
• Modify My Info . This screen allows you to change any of your account information. For example, if you would like to add a phone number to your account, you can do it on this page. Anytime you make changes to your account, we will send a confirmation email to you primary email address.
• Usage History. “Usage History” lists detailed usage data for your most recent calls.
• Pay Online. The “Pay Online” page allows you to choose from various prepaid amounts using a credit card.  At the present time, our online system accepts credit card payments only.  If you would prefer to pay by other means such as bank transfer or cash payment local pick up, please contact us at payment@chinahelpline.com.
• Payment History. The “Payment History” tab allows you to view past payment information.

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How can my company sign up?
If you believe the China Help Line service is something your company should
offer to its employees, please do not hesitate to let us know. Our corporate
customers enjoy discounted rates, dedicated service lines, and more satisfied
and productive expat employees. Corporate customer inquiries should be directed
to info@chinahelpline.com .
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After my free trial, how much does it cost?
Our rate for over-the-phone services is RMB 5 per minute for English-Mandarin Chinese, or RMB 6 per minute for German-Mandarin Chinese. Customers are not charged for any hold time or customer service calls and agents are trained to provide assistance as quickly as possible.
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What payment methods are available?
Registered users can charge their accounts on our website via credit card through Capinfo (RMB) or Paypal (US$).  Local pick up can be arranged in Shanghai and Beijing if the amount is over 200 RMB.  We also accept cash payment at our offices or through bank transfer.  Please call our hotline for detail information.
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When I pay my bill, how do I know my credit card information is secure?
All credit card information is protected by 128-bit encryption and stored on a non-public server managed by a leading payment processing firm. Your personal data will never be at risk at any time during the payment process.
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Can I pay cash? Can I pay early? What if I do not have a credit card?
Yes if you are located in Shanghai or Beijing.  If you don't have a credit card, you are welcome to come to our offices and make payments in person.  We can also arrange a messenger to pick up the payment from you if the amount is above 200 RMB.
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I've heard you offer pre-paid cards. Can I use prepaid method now?
Yes.  After you have registered with us, you will receive a confirmation E-mail. You can then visit www.chinahelpline.com, log into your personal account, choose from various prepaid amounts, and charge your pre-paid account using a credit card. Or you can simply call our hotline 4008-808080 for other payment methods.
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I am having trouble with the payment system. Can you help me?
Call us at 4008-808080 or email payment@chinahelpline.com.
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