I can't download Tru after clicking the link you sent me
Please firstly ensure that you can browse the internet using the desired access point (a Wi-Fi or mobile internet network).
We recommend setting the internet connection options on your phone to 'Always Ask'. This means that, rather than defaulting to your mobile operator's mobile internet service, you can choose whether to use a Wi-Fi network instead each time you connect to the internet on your phone. To do this, go to:
Menu > Web > Options > Settings > Access Point and select 'Always Ask'.
If you are experiencing any problems installing Tru, please send an email to apphelp@truphone.com. Please put ‘Problems installing Tru App on a Nokia’ in the subject area and include your mobile/cellular number, operator and handset type in the email.
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I am having problems connecting to Tru
Please check that you can browse a regular web page on your phone (e.g. www.google.com). This will confirm that you are able to access the internet. We also suggest that you try simply turning your phone off then back on again.
Alternatively please see the appropriate how-to guide for help with your particular handset.
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My router is not working with Tru
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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There are no 3G access points showing when I run the Tru app
This does occur occasionally, but can be solved by deleting your existing 3G access points from:
Menu > Tools > Settings > Connection > Access Points.
Then navigate to:
Menu > Tools > Settings > Wizard > Operator Access Points and follow the steps to reinstall your operator access points
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I am connected to Tru, but my calls are still using my regular mobile operator even after I select ‘Internet call’
Check if your phone has the functionality to make Tru calls by navigating to:
Menu > Tools > Settings > Connection
You should see the ‘Internet Tel. Settings’ menu item. If you cannot see this menu item, then your handset may have had these settings removed by your operator, so unfortunately you cannot make internet calls.
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I don’t have a credit card or my credit card won’t work
Unfortunately, at the moment it is only possible to top up your account using a credit or debit card.
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