Truphone


 

iPhone: Troubleshooting

Installing Truphone

  • Q: I do not get a validation call or the call is diverted to my voicemail. Get answer A: There could be a number of reasons why you may not receive the validation call.

    We recommend that you check the following:

    1. Check that you are using the latest version of "Truphone on the iPhone". This should be v1.12. Please upgrade from http://www.truphone.com/iphone/appstore_redirect.html
    2. Reboot your iPhone and try this again
    3. Ensure you have mobile/cell reception/signal when you initiate the validation call. Please ensure you are not covering the bottom of your iPhone with your hand and blocking the mobile/cell signal (Yes... we know this sounds odd but we've tested it and when the signal is low calls can go to voicemail easily).
    4. Ensure you have sufficient mobile/cell credit to receive a call - if you pay to receive calls (US Customers)
    5. Once you enter a Security PIN in the sign up screen and the validation call-back starts to initiate, try pressing the square key (Main menu button) on the iPhone to return to the home screen before the call is received.
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Connecting to Truphone

  • Q: What sort of Internet connection will I need to place Truphone calls? Get answer A: In order to place Truphone calls you will need to use a WI-FI Internet connection. Close
  • Q: How do I know if I am connected to Truphone on the iPhone? Get answer A: You will know if you are connected to Truphone on the iPhone if you can see the following;

    1. Within the dial screen you will notice green coloured brackets around the Truphone logo
    2. You will be able to view your current credit balance in the bottom left corner.

    Once you are successfully connected to Truphone you will be able to place Truphone calls! Close
  • Q: How do I set up my router for Truphone to work? Get answer A: 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 that blocks internet (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:

    1. Your firewall(s) should not be set to block ports 5060 or 5062 (UDP/TCP).
    2. Any SIP ALG should be disabled (This is a function on some routers).
    3. Any SIP firewall must be deactivated (This is a function on some routers).
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  • Q: How far can I be from my Wi-Fi and still be able to use Truphone? Get answer A: The answer to this depends on the access point itself and the level of radio interference. Some are high powered and can reach 100 metres. Access Points in buildings or noisy radio environments can be usable for only 10 metres (or, loosely two thin walls or one thick one). Note that WiFi laptops will typically work at two or three times the range of a mobile handset as they have a much larger antenna behind the screen. Hotspots can cover huge distances such as entire cities so distance from a hotspot is relative to the hotspot location. Typically 2 signal bars is plenty...often 1 is fine due to the low data rates of Truphone. Close

Making Calls

  • Q: How do I make Truphone calls on the iPhone? Get answer A: Select the Truphone application from the main screen.

    Dial a number or select from the following:
    1. A favourite
    2. A Recent call history detail
    3. A contact

      4. Then click on the "Call" button to start the call. If you are connected via Wi-Fi the "Call" button is green and the begins. If not, the "Call" button is grey and you will be offered a Truphone Anywhere call.

    Close
  • Q: How do I make free Truphone to Truphone calls on the iPhone? Get answer A: We recommend you take advantage of Truphone's new presence feature on the latest version of "Truphone on the iPhone". This allows you to save Truphone contacts to your Truphone Favourites and find out which of your friends are connected to the Truphone service and "free to call".

    In order for iPhone customers to remain connected to the Truphone service and hence be able to receive Truphone calls, you will need to keep the Truphone application open on your iPhone. Close
  • Q: How do I receive free Truphone calls to my mobile number? Get answer A: Just make sure you:

    1. Have an active Truphone connection (you can see the green brackets around the Truphone logo)
    2. Leave the Truphone application open (you can switch the screen off by pressing the button on the top of the iphone to save battery life)
    Close
  • Q: How do I know I am making a Truphone call?Get answer A: You have to be in the Truphone application to make a call so you would have to launch the app. You will also hear a special Truphone ringtone indicating that your call is being made via Truphone.
    Close
  • Q: How does Truphone Presence work on my iPhone?Get answer A: Truphone tells you when your contacts are online and can be called for FREE.

    Check your Truphone contacts are currently connected to the Truphone service by navigating to the Truphone Favourites section within the Truphone application.

    Online Truphone contacts will have a green tick next to them.

    Offline Truphone contacts will have a grey ticket next to them.

    See the iPhone User Guide for further guidance.
    Close
  • Q: Why when I make a Truphone call can't I hear any audio? Get answer A: Truphone's volume controls are separate from your iPhone's. Please open the Truphone application; press the volume up button on your iPhone and you should then have audio.

    Close

Receiving calls

  • Q: Why doesn't my iPhone ring when receiving a Truphone call? Get answer A: Your settings have not been saved when you installed Truphone. Please navigate to Settings>Truphone>Ring and make sure a ring type is selected.

    Close

Adding Credit

  • Q: How do I add credit to my account? Get answer A: There are several ways to top-up your Truphone account.

    1. Web Top-up
      Simply login to your Truphone account at www.truphone.com/myaccount/topup_home.tru using your screen name and password which takes you to the topup page.

      Next, use the Manual Top-up section to choose your top-up amount and add your credit/debit card details to proceed with the payment. You will then be directed to the main payment screen where your credit/debit card details are required. If you have already added your bank card details you can simply select this option from the drop down list. Alternatively you can select the link at the bottom of this page to "Add Credit using Paypal".

      You can also set up an auto top-up so that your balance is topped up automatically when it drops below your preset level! To do this fill in the "Auto Top-Up" section.

    2. Mobile Web Top-up
      Here you can complete the same steps as above using your iPhone whilst on the move. Simply use your iPhone to click on the My Account button located in the bottom right hand corner of your Truphone dialler screen and then select Top Up.

    3. Phone Top-up
      Truphone have a telephone top up system which gives you even greater flexibility managing your Truphone credit. Simply dial one of the following numbers to use our easy step-by step telephone system:

      Customers based in the UK: Dial 1500 whilst connected to Truphone or 08455086878.
      Customers based in the US: Dial 1501 whilst connected to Truphone or 13475351535.
      Customers based outside the US/UK: Dial 1501 whilst connected to Truphone or +442033558248 or +13475351535.

      NOTE: You will need to validate your email address prior to adding more credit. If you need to edit your email address go to www.truphone.com/myaccount

      Remember you can find your Truphone balance anytime by sending an SMS to +44 7978 88 11 11 (UK) or +1 202 683 8200 (US) containing the word "BALANCE".
    Close
  • Q: How long does it take for credit to show in my Truphone Account? Get answer A: 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. Close
  • Q: What is Auto-Top Up and how to I set one up? Get answer A: "Auto Top-up" is a brand new feature which provides greater flexibility with managing your Truphone credit!

    As soon as your balance falls below your selected amount (lower balance limit) we will automatically top up your account with a predefined amount of Truphone credit using your selected card.

    To set up an Auto Top Up:

    1. Go to www.truphone.com/topup or click the topup button from inside My Account
    2. In the "Auto Top-Up" box, select a "Lower Balance Limit"
    3. Select an Auto top-up amount
    4. Select a credit/debit card to be used with Auto Top Up (or select "add card" to add a new one)
    5. Select "continue"
    6. Review the details before checking the T&C's and clicking "Confirm Auto Top-Up"

    We will then send an email confirmation of your auto top-up.

    You can also manage your auto top-up via the Truphone Telephone Payment Service (refer to "How do I add credit to my account?" for telphone numbers).

    Please note that you can cancel your auto top-up at any time via the "Cancel auto top-up" link or via the telephone top-up service. Close

Handset

Truphone services

  • Q: How do I pick up my voicemail? Get answer A: 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 or +1 (202)  683-8200. You'll be asked to enter your "Mailbox" which is your number, e.g. 44 7978 8XX XXX, followed by your Security PIN.

    You can get your Security PIN number by logging into your account, or by texting PIN to +44 7978 88 11 11 and we'll text your Security PIN number to you.

    (Please note: normal SMS charges from your operator will apply). Close

Truphone Anywhere

  • Q: What is Truphone Anywhere?Get answer A: Truphone Anywhere allows you to make internet calls with Truphone using Mobile/Cell phone coverage. This means you can use Truphone for all of your calls, and not just when you have WiFi coverage. Truphone Anywhere is particularly useful for making international calls whilst in your home country. Close
  • Q: How do make a Truphone Anywhere call using my iPhone?Get answer A: There are a few different ways to initiate a Truphone Anywhere call on your iPhone.

    1. Navigate to Truphone>Favourites. Select a Favourite contact and click on the "more info" link for more options. Select Truphone Anywhere.
    2. When you are not connected to the Truphone service simply dial a number or select from your Truphone Contacts or Recents
      3. See the iPhone User Guide for further guidance.
    Close
  • Q: What actually happens to the call behind the scenes?Get answer A: Your call is routed via a Truphone local landline number in your country. Close

Service on iPhone

  • Q: Do you have any service numbers I should know? Get answer A: See our Service Numbers page at http://www.truphone.com/support/iphone/service_numbers.html Close
  • Q: What happens if I want to change either my sim card or the number I present when I make Truphone calls (Caller ID/CLI)?Get answer A: You can update your current Truphone Caller ID using these easy steps;
    1. (If you have a new sim card) Insert your new sim card into your iPhone
    2. Navigate to Settings>Truphone>Next Time I use Truphone ... Update Number
    3. Open the Truphone application
    4. Follow the on-screen instructions to complete the validation process of your new mobile/cell number

    NOTE: you will need to receive a call to the new number during this process for the update to work. When you next make a Truphone call, your new mobile number will be presented as your Caller ID. Close
  • Q: Can I send SMS messages using Truphone?Get answer A: Unfortunately this feature is not yet available on the iPhone. This is a feature on the Nokia product only. Close
  • Q: I cannot see my Truphone credit displayed at the bottom of the Truphone dial screen? Get answer A: This could be because you are running an old version of Truphone on the iPhone and need to upgrade from http://www.truphone.com/iphone/appstore_redirect.html

    Alternatively this could because you do not have a successful WIFI connection on your iPhone.

    If you have a WIFI connection and the latest version of Truphone on the iPhone (v1.12) but are still experiencing issues viewing your balance, try re-booting your iPhone and attempt another WIFI connection. Close
  • Q: I cannot see my recently purchased bundle displayed at the bottom of the Truphone dial screen? Get answer A: If you have successfully purchased a bundle this is indicated by a plus sign next to your credit balance on the Truphone Dialler page. Touch the balance display to see an expanded view which includes bundle balances. If you are not able to see this plus sign, please ensure that you are running the latest version of "Truphone on the iPhone". This should be v1.12. Please upgrade from http://www.truphone.com/iphone/appstore_redirect.html

    There are a alternative ways that you can check your remaining bundle minutes:

    1. Navigate to the MyAccount link on your iPhone and choose "My Balances" for a break down of your remaining credit balance and your remaining bundle minutes.
    2. Send an SMS/Text message containing the word "BALANCE" to +44 7978 88 11 11 or +1 202 683 8200 (US Only). You will get a return SMS/Text message containing your current credit and minute balances.
    3. Log into www.truphone.com/myaccount and check your remaining bundle minutes from your account screens.
    Close
Truphone on iPhone