Install - What computers does the Tru App work on?

The Tru App is available for the PC, Mac and Linux.

Get the Tru App 

PC requirements: XP, Vista or 7.

Mac requirements: OS X v10.5 Leopard or newer.

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.

Logging in - Incorrect Credentials

If you experience a problem signing in due to incorrect credentials, you may see this message.

Please ensure that you are using the correct username and password. Your password is case sensitive. If you need to reset your password click on the Forgotten your password? button to reset.

If you have an older Tru account, your username might be your Tru number (i.e.'447978800000'). If you wish, you can change this to a more memorable username by logging into the My Account section of the website. 

Logging in - Connection Problems

If you experience a problem signing in, you may see this message Can't contact the Truphone Server.

 If so please check the following...

1. First ensure you are able to browse the internet on your computer
2. Restart the Tru application
3. Restart your modem/router
4. Ensure that you have the latest version of Tru installed
5. Check your Firewall settings*
6. Ensure that you’re not connecting to the internet through a proxy
7. Ensure that your router does not have a SIP ALG enabled

* If you are using the Windows firewall: navigate to Start > Control Panel > Windows Firewall, and ensure 'Don't Allow Exceptions' is not ticked.

For specific details about the connection problem choose to Run Test.

See our dedicated Connection Help troubleshooting guide.

Connection - The Tru App crashes when I open it

It may be that there is a problem with the application or with the version of Java installed on your computer. To resolve...

1. Restart your computer

2. Reinstall the latest version of the Tru App from here 

3. Update your Java version from http://www.java.com/download/

Calls - "Call failed. Please try again."

This message indicates that a problem has occurred connecting to Truphone to place the call. Please begin by checking your internet connection (i.e. open a web browser and navigate to a website).

If you have an internet connection but still see this error... 

1. Restart the Tru application
2. Restart your modem/router
3. Ensure that you have the latest version of Tru installed
4. Ensure that your router does not have a SIP ALG enabled 
5. Check your Firewall settings (temporarily disable your firewall and try again)

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. Open the dialler by pressing the  button
3. Dial '130'

Calls - Can I receive Tru calls?

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.

SMS - Cannot send SMS

There are a number of reasons why you might not be able to send an SMS. Please see below for the most common...

The SMS could not be sent to XXX as the destination phone number is not valid. Please try entering the number again, being sure to use the full international format (i.e. +447XXXXXXXXX).

Cannot send SMS's to XXX as they don't have a phone number linked to their account You are trying to send an SMS to a TruFriend who has not yet linked a number to their account. Try sending an instant message (IM) instead if they are online. 

You cannot send an SMS yet, because you do not have a telephone number associated with your account. To link your own number or buy a Tru Number click here Please be aware that you will need to purchase a Tru number, or have a phone number linked to your account to be able to send SMS messages. You can purchase a Tru number or link a mobile/cell number, from the My Account section of the Truphone website.

SMS - My SMS messages are not being received

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'

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' 

IM - My Contacts are not appearing

It may be that none of your contacts are online, or you have setup a filter. 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'

Credit - How long does it take for credit to show?

Please note that you currently have to log out and log back in again, or initiate a call, to update your balance within the Tru App.

If you are ever unsure of your current balance simply login to www.truphone.com/myaccount 

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.

Credit - Can I add credit without a credit card?

Unfortunately, at the moment it is only possible to top up your account using a credit or debit card.

Account - How do I change my Tru caller ID (CLI)?

Link a number to your account to update your Tru CLI.

This means that when you make calls, it will appear that you are using your normal phone. If you choose not to link a mobile/cellular number your CLI will simply be withheld (unless you purchase a Tru Number). Linking a number also allows you to send SMS.  

1. Click on  and choose Visit My Account to be redirected to the My Account section of our website

2. Scroll down to My numbers and click Edit

3. Choose Add New Number

Account - How do I retrieve my password?

You can reset your password from the Tru website. This can be done on a computer or on your handset, by navigating to the following website...

www.truphone.com/login/forgottenpassword.tru

Account - How do I configure/check my Tru voicemail?

If someone calls you and you are ‘Offline’, the caller will be offered the chance to leave you a voicemail.

A voicemail notification will be sent to the email address linked to your account. You can play the message directly from the email, or manage the voicemails within the App. This service is totally FREE. 

To manage your voicemail messages choose