Truphone


 

iPad: Troubleshooting FAQ's


Installing Truphone

  • Q: How do I install Truphone? Get answer Installing Truphone is very easy. You can download Truphone directly on your iPad.

    1. On your iPad, open the App Store and search for 'Truphone for iPod'.
    2. Choose 'Truphone' and click 'More' followed by 'Install'.
    3. Truphone will automatically install; an icon will appear on your iPad menu.
    4. Touch the icon to open the Truphone application and create a new account.
    5. Choose 'New Customer'.

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  • Q: Can I sign in using my Existing Truphone account? Get answer Yes, if you are an existing iPhone/iPad/Nokia/Blackberry/Android Truphone customer, choose Existing Customer during installation.

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  • Q: I see message "Sorry this product is not for the iPad!" Get answer This message will appear if you have downloaded the incorrect Truphone application for your iPad. We have applications for the iPhone, iPod and iPad. Please make sure that the one you are downloading is named "Truphone for iPad".

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  • Q: I see a message "Truphone.com is currently undergoing maintenance" Get answer This message may be displayed if your Safari browser is loading an old cached webpage, rather than downloading from the internet. To resolve...

    1. Touch the Truphone application icon until it begins to wiggle.
    2. Then touch the small 'x' to remove Truphone.
    3. Turn your iPad off and back on.
    4. From the main menu select Settings > Safari > Clear Cache > Clear Cache.
    5. Open the App Store, search for, and install 'Truphone for iPad'.
    6. Select 'New Customer' or 'Existing Customer' when prompted.


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Using the Application

  • Q: How do I know if I am connected to Truphone on the iPad? Get answer Simply open the Truphone Application; Truphone will automatically login using any active Wi-Fi connection. When successfully connected the Truphone logo will be enclosed by ((Green Brackets)).

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  • Q: What sort of Internet connection will I need to place Truphone calls? Get answer The Truphone application harnesses your iPad's Wi-Fi or 3G connection.

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  • Q: The application crashes when I click on the Truphone icon. Get answer This problem can occur when...

    1. Your Wi-Fi/data connection has been lost.
    2. The time/date on your iPad is incorrect.
    3. Duplicate versions of Truphone are installed on your iPad.

    If you are continually seeing this message please complete the steps below....

    1. Touch the Truphone application icon until it begins to wiggle.
    2. Then touch the small 'x' to remove Truphone.
    3. Turn your iPad off and back on.
    4. From the main menu select Settings > Safari > Clear Cache > Clear Cache.
    5. Open the App Store, search for, and install 'Truphone for iPad'.


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  • Q: Error message: "Oops. An Error has occurred connecting to Truphone" Get answer This problem can occur when...

    1. Your Wi-Fi/data connection has been lost.
    2. The time/date on your iPad is incorrect.
    3. Duplicate versions of Truphone are installed on your iPad.

    If you are continually seeing this message please complete the steps below....

    1. Touch the Truphone application icon until it begins to wiggle.
    2. Then touch the small 'x' to remove Truphone.
    3. Turn your iPad off and back on.
    4. From the main menu select Settings > Safari > Clear Cache > Clear Cache.
    5. Open the App Store, search for, and install 'Truphone for iPad'.


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  • Q: How do I set up my router for Truphone to work? Get answer The majority of access points (Wi-Fi routers) will work with Truphone, without you needing to do anything!

    However a few of them are setup with additional security designed to block VoIP (Truphone) calls. If you do not manage the access point yourself, please check with the appropriate individual. Your access point should adhere to the following criteria:

    * Your firewall(s) should not be set to block ports 5060 or 5062 (UDP/TCP).
    * Any SIP ALG should be disabled (This is a function on some routers).
    * Any SIP firewall must be deactivated (This is a function on some routers).


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Making Truphone Calls

  • Q: How do I make a Truphone call? Get answer Truphone allows you to make low cost calls to mobiles and landlines anywhere in the world. Exactly the same call charges apply from wherever in the world, you connect to, and use Truphone.

    1. Begin by opening the Truphone application and pressing the button.
    2. Truphone will automatically connect using any active Wi-Fi or 3G connection.
    3. To make a Truphone call simply dial a number as usual and touch the 'Call' button.
    4. Instead of manually entering a phone number, you can instead choose to call a contact from your standard iPad contacts list. Simply select the button.

    Tip: International numbers begin with + or 00/011 followed by the country code. For example; to call the UK dial: '+44XXXXXXXXXX'.

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  • Q: How do I make FREE calls to other Truphone users? Get answer Adding other Truphone users to your contacts list is a great way to stay in touch. When other TruFriends are online (connected to Wi-Fi or 3G) you can call/SMS/instant message for FREE!

    1. Begin by touching the button.
    2. Choose 'Add Truphone Contacts'
    3. Type the username of a Truphone contact into the Truphone Directory search bar and press 'Search'
    4. Choose your friend from the search results.
    5. Confirm that the contact details are correct and press 'Add' to confirm.

    Once added; simply select a contact, and touch the 'Call' button.
    Tip: A green tick next to a TruFriend indicates that they are 'Online'. You can choose to only display 'Online' contacts by pressing the button

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  • Q: Why can't I hear any audio when making calls? Get answer Truphone's volume controls are separate from your iPad's standard volume control. If you can't hear audio please open the Truphone application, start a call, and press the volume up button.

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  • Q: Can I check my audio quality? Get answer Truphone have an echo test number which allows you to test the connection from your handset to the Truphone server. To perform the test...

    1. Open the Truphone application.
    2. Select the button.
    3. Dial '130'.

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  • Q: Can I use Truphone to call emergency numbers? Get answer Truphone is not a replacement for your ordinary telephone service and you cannot make emergency calls using Truphone.

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  • Q: I see the message "Cannot make VoIP call" Get answer This message indicates a problem with your Wi-Fi or 3G connection. To ensure Truphone is successful connected, please check that the Truphone logo is enclosed by ((Green Brackets)).

    If you are still experiencing a problem we would suggest that you reset your Truphone settings...

    1. Navigate to the iPad's main menu.
    2. Open the 'Settings' application, and scroll down to 'Truphone'
    3. Switch 'Reset Setting' to 'On'
    4. Navigate back to the menu and open the Truphone Application.
    5. When prompted choose 'Existing' customer.

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Receiving Truphone Calls

  • Q: Can I receive Truphone calls? Get answer You can receive calls from other Truphone users for FREE.

    To receive Truphone calls you will need to be 'Online' - connected to Wi-Fi, and have the application open.

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  • Q: How do I receive calls from other Truphone users? Get answer To call you, another Truphone user must first confirm/add you as a 'TruFriend'.

    To add you as a 'TruFriend'...
    1. They should begin touching the button on thier iPad.
    2. They should choose 'Add Truphone Contacts'
    3. They should type the username of a Truphone contact into the Truphone Directory search bar and press 'Search'


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  • Q: Why can't I hear any audio when receiving calls? Get answer Truphone's volume controls are separate from your iPad's standard volume control. If you can't hear audio please open the Truphone application, start a call, and press the volume up button.

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Sending SMS messages

  • Q: Who can I send SMS messages to? Get answer When other TruFriends are online (connected to Wi-Fi) you can send SMS messages for FREE!

    You can now also use Truphone to send SMS messages to/from anywhere in the world. Exactly the same SMS charges apply from wherever in the world, you connect to, and use Truphone

    In order to send SMS messages, you will need a GSM mobile number linked to your account. Existing Truphone customers also using an iPhone/Android/Nokia/Blackberry handset have the option to link a number.



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  • Q: How do I send SMS messages via Truphone? Get answer To send a SMS to a TruFriend, Search for the person you wish to send the SMS to, and press 'SMS'.

    To send to a standard landline/mobile...
    1. Begin by touching the 'SMS' button.
    2. Press the pen/notebook button to create a new SMS
    3. Add an existing iPad contact to the 'To:' field by pressing the button.
    4. Touch the text box and begin typing your message.
    5. When complete simply press 'Send'


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  • Q: My SMS messages are not being received. What am I doing wrong? Get answer Please ensure that you are using the full international numbering format. Begin with a '+' followed by the country code. For example; to send a SMS to the UK, enter the number like: '+44XXXXXXXXXX'.

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Sign into other IM services

  • Q: How do I sign into other IM services (i.e. Skype/GoogleTalk/Facebook)? Get answer You can send FREE Instant Messages (IM) to any contact who is online. This includes TruFriends, Skype, GoogleTalk, Windows Live Messenger, AOL Instant Messenger, and Facebook contacts.

    1. Begin by touching the button.
    2. Choose 'Manage IM Services'
    3. Touch the IM service you wish to log into.
    4. To continue, enter your username and password and choose 'Save'
    5. Truphone will now attempt log you into the service using the credentials supplied.
    6. Once connected just press 'Close' to return to your contact list and start chatting.

    Tip! For Skype and AIM just enter your username and password. All other services require your full email username and password. i.e. 'username@gmail.com'

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  • Q: I cannot sign into an IM service. It keeps loading Get answer Please firstly ensure that you are successfully connected to Truphone.

    Simply open Truphone Application; Truphone will automatically login using any active Wi-Fi and 3G connection. When successfully connected the Truphone logo (on the Keypad tab) will be enclosed by ((Green Brackets)).

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  • Q: I cannot sign into an IM service. I see an error message. Get answer Depending on the error message that you see, it is likely that your login credentials may have been entered incorrectly. For Skype just enter your username and password. All other services require your full email username and password. i.e. 'username@aim.com'

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  • Q: My Contacts are not appearing. Get answer It may be that none of your contacts are online. To view all contacts for a particular IM service...

    1. Press the Filter button.
    2. Choose the IM service from the left list.
    3. Choose 'All Status' from the right list.
    4. Press 'Done'


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Sending Instant Messages (IM)

  • Q: Who can I chat (send instant messages) to? Get answer You can send FREE Instant Messages (IM) to any contact who is online. This includes TruFriends, Skype, GoogleTalk, Windows Live Messenger, AOL Instant Messenger, and Facebook contacts.

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  • Q: How do I send/receive instant messages? Get answer 1. TruFriends and other IM contacts will be automatically displayed in the list.
    2. Select a contact and press IM to begin chatting.
    3. Simply type your message and press 'Send'

    To switch between IM conversations, simply scroll left/right.


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  • Q: How can I organise my contacts? Get answer Truphone allow you to sort/filter contacts according to IM service and status. To choose which contacts appear in your contact list...

    1. Press the filter button.
    2. Choose the IM service you wish to filter by from the left list.
    3. Choose the status you wish to filter by from the right list.
    4. Press 'Done'

    Tip! To view online contacts from all services, choose 'All Services' and 'Online'.

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  • Q: I see a new chat notification, but cannot find the chat. Get answer If you have filtered your contacts, you may receive a chat notification from someone not included in your current filter. In order to view all new chats ...

    1. Press the filter button.
    2. Choose the 'All Services' from the left list.
    3. Choose 'All Chats' from the right list.
    4. Press 'Done'


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Adding Credit/Minutes

  • Q: How do I add more Truphone call credit? Get answer Truphone credit allows you to make low cost international calls (or SMS) to landlines/mobiles. There are several ways to top-up your Truphone account...

    1. Mobile Web Top-up (from the application)
    Simply select the 'Top up' button from application.

    2. Web Top-up
    You can also add credit using your PC/Mac.
    Enter www.truphone.com/topup into your web browser to begin.

    3. By Phone
    Simply dial 1500 or 1501 when connected to Truphone.

    Topping up can be done by credit/debit card, or by PayPal. If using a debit/credit card, you can also set up an auto top-up so that your balance is topped up automatically when it drops below a preset level!

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  • Q: How do I change tariff? Get answer Truphone offer two different tariff options 'TruStandard' and 'TruUnlimited'. To change tariff...

    1. Navigate to www.truphone.com/topup
    2. Choose 'Tariff'.
    3. Select 'More' below the tariff you wish to switch to.
    4. Press 'Upgrade' to continue.

    Please be aware that when you upgrade to the TruUnlimited tariff, we deduct the monthly tariff fee from your Truphone balance - not straight from your credit card. This is the reason why you need to configure an Auto top-up.

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  • Q: What is Auto-Top Up and how to I set one up? Get answer You can choose to configure an auto top-up.

    This will automatically add credit when your balance drops below a preset level. You will be asked to configure an auto top-up when you switch to the TruUnlimited tariff. Alternately you can configure an auto top-up at any time...

    1. Navigate to www.truphone.com/topup
    2. Choose 'Top Up'.
    3. Choose 'Top Up By Card'.
    4. Select 'Top Up Credit' under the 'Auto Top Up' option.


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  • Q: How long does it take for credit to show in my Truphone Account? Get answer Credit should appear on your Truphone account online almost instantly if making a regular Manual credit/debit card payment or PayPal payment. Electronic Cheques and Electronic Payments via Paypal can take up to 7-10 working days to clear according to PayPal policies.

    Please take into consideration your Bank or Building Society as they will also have their own policies. Truphone applies all credits automatically as soon as we receive electronic confirmation that the funds have cleared.

    You can view a record of your top-up history within the "Top-up History" tab in My Account section of the website: www.truphone.com/myaccount/

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  • Q: I cannot see my Truphone credit displayed on Truphone screen? Get answer This usually indicates a problem with your Wi-Fi connection. To ensure Truphone is successful connected, please check that the Truphone logo (on the 'KeyPad' tab) is enclosed by ((Green Brackets)).

    If you are still experiencing a problem we would suggest that you reset your Truphone settings...
    1. Navigate to the iPad's main menu.
    2. Open the 'Settings' application, and scroll down to 'Truphone'
    3. Switch 'Reset Setting' to 'On'
    4. Navigate back to the menu and open the Truphone Application.
    5. When prompted choose 'Existing' customer.

    Please

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  • Q: How do I add credit if I don't have a credit card or my card does not work? Get answer No problem - Truphone accept credit by PayPal. PayPal allows you to pay by debit/credit card, e-cheque, or directly from your bank account. To top up via PayPal...

    1. Navigate to www.truphone.com/topup
    2. Choose 'Top Up'.
    3. Choose 'PayPal'.


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Advanced Options

  • Q: How do I configure and check my Truphone voicemail? Get answer Simply dial 1571 when connected to Truphone and you can listen to your voicemail straight away.

    If you're not connected to Truphone or are using a different phone, just dial +44 7978 800 000 (+1 (202) 683-8200 for North American users). You'll be asked to enter your "Mailbox" which is your number, e.g. 44 7978 8XX XXX, followed by your Security PIN.

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  • Q: How do retrieve my password? Get answer You can rest your password from the Truphone website. This can be done on a PC/Mac or on your handset, by navigating here

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  • Q: I no longer require the Truphone Service. Get answer
    If you no longer wish to use Truphone to make low cost international calls, no problem! No further action is required to stop using the service. Simply uninstall the application from your handset.

    To stop receiving Truphone notifications by email, just click the unsubscribe link at the bottom of our marketing emails, which says..."If you would prefer not to receive any more notifications by email to this address, please click here."

    Just click on that link to unsubscribe!

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Truphone on iPad