Truphone

iPod Touch: Troubleshooting FAQ's

Installing Truphone

• Q: I get an error message when I try to install Truphone for iPod Touch saying <only compatible for the iPhone> Get answer A: There could be a number of reasons why you may receive this error message.
  

  1. You're trying to download Truphone for iPod Touch to a 1st Generation iPod Touch. Unfortunately Truphone works only with 2nd Generation iPod Touch devices.
  2. You're trying to download Truphone for iPhone. Ensure that the name of the application is Truphone for iPod Touch
  Close

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 a WI-FI Internet connection. Close
• Q: How do I know if I am connected to Truphone on the iPod? Get answer A: You will know if you are connected to Truphone on the iPod if you can see green coloured brackets around the Truphone logo within the dial screen.
  
  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).
  Close
• Q: How far can I be from my Wi-Fi access point 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 Wi-Fi 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 iPod? Get answer A: Select the Truphone application from the main screen.
  
  Dial a number from the Keypad screen or a SIP address from the Keyboard screen. Also you can select from the following:
  1. Tru Friends
  2. Recents
  3. Touch the Presence icon from the Call screen
  Close
• Q: How do I make free Truphone to Truphone calls on the iPod? Get answer A: We recommend you take advantage of Truphone's presence feature. This allows you to save Truphone contacts to your Tru Friends and find out which of your friends are connected to the Truphone service and "free to call".
  
  In order for iPod customers to remain connected to the Truphone service and hence be able to receive free Truphone calls from other Truphone customers, you will need to keep the Truphone application open on your iPod. Close
• Q: How do I receive free Truphone calls to iPod? 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 sleep/wake button on the top of the iPhone to save battery life)

  Please note: Truphone for iPhone users will not be able to dial Truphone for iPod usernames until the next release of Truphone for iPhone (current version is 1.12).

  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 iPod?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 Tru Friends or 'Call' section within the Truphone application.

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

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

  See the Presence section of iPod User Guide for further guidance.
  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/topup 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 iPod whilst on the move. Select Top Up from the More screen located in the bottom right hand corner of the Truphone application.
  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 02033558248 .
     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 view your Truphone balance anytime on the Truphone Call screen or on the More screen under My Balances.
  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 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. This is great to avoid running out of credit at the wrong time!
  
  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 telephone 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

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. We recommend you add a buddy called Voicemail.
  
  Close

Service on iPod

• Q: Do you have any service numbers I should know? Get answer A: See our Service Numbers page at Service Numbers Close
• Q: Can I send SMS messages using Truphone? Get answer A: Unfortunately this feature is not yet available on the iPod. 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 do not have a successful Wi-Fi connection on your iPod.
  
  If you have a Wi-Fi connection but are still experiencing issues viewing your balance, try re-starting your iPod and attempt another Wi-Fi 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.
  
  There are alternative ways that you can check your remaining bundle minutes:

  1. Navigate to the More link on your iPod and choose "My Balances" for a break down of your remaining credit balance and your remaining bundle minutes.
  2. Log into www.truphone.com/myaccount and check your remaining bundle minutes from your account screens.
  Close