Install - What Android devices does the Tru App work on?
The Tru App is available for devices listed on our Android features checker
We are always working on making the Tru App available to more Android phones but even if your Android handset is not yet fully supported, please feel free to download and use Tru – many features will still work.
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Install - Can I sign in using my Existing Tru account?
Yes, if you are an existing Tru App user, just enter your username and password when asked. Please note that a Tru App account is different to Tru SIM account.
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Install – I see a message saying my handset is not supported
There are lots and lots of different Android handsets available and new ones are being released all the time. As such, we may not have had the opportunity to fully test on every phone.
Even if your Android handset is not yet fully supported, please feel free use Tru. Many features will still work!!
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Connection - How do I check that I am connected to Tru?
Tru will automatically login using any active Wi-Fi connection.
-When you see this icon on your taskbar you are successfully connected via Wi-Fi, and ready to make/receive Tru internet calls.
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Connection - What sort of Internet connection do I need?
The Tru App harnesses your Android’s Wi-Fi connection for internet calls.
However you can still use Tru when you don’t have Wi-Fi access. The Tru App will harness your mobile data to make Tru Anywhere calls, send/receive instant message and text messages.
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Connection - The Tru App crashes when I open it
If you are continually experiencing this problem please complete the steps below....
- Ensure the time/date on your Android is correct
- Turn off your handset, and remove the battery. Wait a few seconds
- Replace the Battery and turn on your phone
- Open the Tru App, and see if the problem reoccurs
If this does not solve the issue, a quick application reinstall should solve the issue...
1. Navigate to Menu>Settings>Applications>Manage Applications
2. Select Truphone
3. Press Uninstall
4. Restart the handset
5. Open the MarketPlace and reinstall Tru
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Connection - How do I set up my router for Tru to work?
The majority of access points (Wi-Fi routers) will work with Tru, without you needing to do anything!
However a few of them are setup with additional security designed to block VoIP (Tru) 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:
- Any SIP ALG should be disabled
- Any SIP firewall must be deactivated
- Your router/firewall(s) should not be set to block ports 5060 or 5062 (UDP/TCP)
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Connection - Will my mobile data connection work with Tru?
Yes you can still use Tru when you don’t have Wi-Fi access. The Tru App will harness your mobile data, enabling you to make Tru Anywhere calls, send/receive instant messages and text messages.
Please be aware that the cost, quality and availability of 3G services vary enormously. Be sure to check your mobile data tariff - especially when you're roaming overseas.
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Calls - Can I check my audio quality?
Tru have an echo test number which allows you to test the connection from your handset to the Tru server. To perform the test...
1. Open the Tru application
2. Select the 'Keypad' tab
3. Dial '130'
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Calls - "Cannot make VoIP call"
This message indicates a problem with your Wi-Fi connection. To ensure Tru is successfully connected, please check that you can see this icon on your status bar.
If you are still experiencing a problem we would suggest that you try connecting to a different access point or reset your Tru settings...
1. Open the Truphone Application
2. Select More > Settings > Repair User Account
3. When prompted enter your Tru username and password
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Calls - Can I receive Tru calls?
To receive Tru internet calls you will need to be connected to Wi-Fi.
- You can receive calls from other Tru users for FREE!
- You can also upgrade to a Tru Number which would allow you to receive calls from standard landlines/mobiles.
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Tru Anywhere - How does Tru Anywhere work?
Tru Anywhere allows you to make international calls, wherever you have standard GSM mobile/cellular phone coverage.
If you dial an international number, the call is redirected via a Tru 'access number' in your home country. You just pay your GSM/cellular operator for an in-country landline call and Tru's standard low international call rates!
For more information please see Tru Anywhere
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Tru Anywhere - How do I make a Tru Anywhere call?
Just open the Tru App and dial any number, or dial an international number from your standard Android keypad. If you are not connected to Wi-Fi, you will be given the option to make a Tru Anywhere call. A visual message will confirm that you are making a Tru Anywhere call.
You just pay your GSM/cellular operator for a local call (in-country landline) and Tru's standard low international call rates!
For more information please see Tru Anywhere.
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Tru Anywhere - "Message number 171 or 172"
The error message (171) indicates that your Tru Anywhere call setup has failed, usually due to failed account authentication. Please ensure the SIM currently in your phone matches the current number associated with your Tru account. Also check that you are not withholding your caller ID (CLI).
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Tru Anywhere - "Call Set Up Failed"
This message indicates that your Tru Anywhere call has failed. This may be displayed if...
1. You have not yet linked a phone number to your Tru account
2. The phone number linked does not match your SIM
3. You have no GSM operator coverage
4. You are using Tru abroad or in an unsupported country
To link a phone number to your Tru account... From within the Tru application; select 'More', 'My Account', 'Go to My Account', and 'Update Phone Number'.
Note: Tru Anywhere should only be used when you are in your home country. The service is available for residents of the following supported countries
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Voicemail - How can I check my Tru Voicemail?
Simply dial 1571 (when connected to Tru) for your Tru keypad and follow the audio prompts.
If you are not connected to Tru you can retrieve your messages from any telephone by dialling +447978800000 (or +12026838200 from a US phone). You will be prompted for your mailbox ID (e.g. your Truphone number, 4479788xxxxxx) and your security PIN (available on the My Account section of our website www.truphone.com/myaccount).
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IM - I cannot sign into an IM service. I see an error
Depending on the error message that you see, it is likely that your login credentials may have been entered incorrectly. For Skype and AIM just enter your username and password. All other services require your full email username and password i.e. 'username@googlemail.com'.
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Credit - How long does it take for credit to show?
Credit should appear on your Tru account almost instantly if making a regular manual credit/debit card payment.
Please take into consideration your Bank or Building Society as they will also have their own policies. Tru 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 your My Account section of our website.
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Credit - My Tru credit is not displayed on the keypad screen
This usually indicates a problem with your Wi-Fi (or mobile data) connection.
However if you are able to browse the internet but still unable to view your Tru balance, we would suggest that you reset your Tru settings...
1. Open the Truphone Application
2. Select More > Settings > Repair User Account
3. When prompted enter your Tru username and password
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Credit - Can I add credit without a credit card?
Unfortunately we only accept payments by credit or debit card.
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Account - How do I configure/check my Tru voicemail?
Simply dial 1571 when connected to Tru and you can listen to your voicemail straight away.
If you're not connected to Tru 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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Account - How do I change my Tru caller ID (CLI)?
You can update your Tru CLI (caller ID) by linking a number to your account.
1. Begin by touching the More button
2. Touch the My Account option, and press Go to my account
3. Then choose Update Phone Number
4. Choose your country, and enter your phone number
5. Press Go
6. Tru will now call you on the number entered
7. Answer the call, select the keypad button, and enter your PIN when prompted
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