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 account is different to Tru SIM account.

Install - "Sorry this product is not for the iPad!"

This message will appear if you have downloaded the incorrect Tru App for your iPad. We have applications for the iPhone, iPod and iPad. Please make sure that the one you are downloading is named "Truphone for iPad".

Install - "... currently undergoing system maintenance"

This message may be displayed if your Safari browser is loading an old cached webpage, rather than downloading from the internet. To resolve, ensure your date/time is correct and...

1. Navigate to the iPad's Home screen
2. Select Settings > Safari > Clear Cache > Clear Cache
3. Turn your iPad off and back on

Connection - How do I know if I am connected to Tru?

Simply open the Tru Application; Tru will automatically login using any active Wi-Fi (or 3G) connection. When successfully connected the Call button (on the Keypad ) will turn green.

Tru over 3G is disabled by default. To enable this option...
1. Navigate to the iPad's Home screen
2. Select Settings > Truphone
3. Set Enable VoIP over 3G to On

We strongly recommend users who wish to enable this feature to have an unlimited data plan.

Connection - What sort of Internet connection do I need?

The Tru application harnesses your iPad's Wi-Fi (or 3G) connection.

Connection - The Tru App crashes when I open it

This problem can occur if...

- An application error has occurred
- The time/date on your iPad is incorrect
- Duplicate versions of Tru are installed on your iPad
- You are using an old version of the App

If you are continually experiencing this problem please complete the steps below...

1. Touch the Tru application icon until it begins to wiggle
2. Then touch the small 'x' to remove Tru
3. Turn your iPad off and back on
4. From the iPod's Home screen select Settings > Safari > Clear Cache > Clear Cache
5. Open the App Store, search for and install Truphone

Connection - "An unknown error has occurred"

This error usually indicates that the date/time on your iPad is not correct.

Having an incorrect date/time can cause problems with a number of internet services. Simply ensure this is correct and try again.

Connection - "Oops. An Error has occurred connecting to Tru"

This problem can occur when...

- Your Wi-Fi/data connection has been lost
- The time/date on your iPad is incorrect
- Duplicate versions of Tru are installed on your iPad

If you are continually experiencing this problem please complete the steps below...

1. Touch the Tru application icon until it begins to wiggle
2. Then touch the small 'x' to remove Tru
3. Turn your iPad off and back on
4. From the iPad's Home screen select Settings > Safari > Clear Cache > Clear Cache
5. Open the App Store, search for and install Truphone

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)

Connection - Will my 3G data connection work with Tru?

Tru now also works over 3G. This means VoIP (Tru) calls from many more places, fantastic if you've got a generous (or 'all-you-can-eat') data tariff!

Please be aware that the cost, quality and availability of 3G services vary enormously. Not all 3G networks were created equal or are quite ready for VoIP. Be sure to check your 3G data tariff - especially when you're roaming overseas. However, if your operator allows VoIP and you want to try out Tru over 3G - now you can! 

Tru over 3G is disabled by default. To enable this option...
1. Navigate to the iPad's Home screen
2. Select Settings > Tru
3. Set Enable VoIP over 3G to On 

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  button
3. Dial '130'

NB! Tru over 3G is dependant on your 3G mobile/cellular operator. Please note that cost, quality and availability of 3G services vary enormously.

Calls - "Cannot make VoIP call"

This message indicates a problem with your Wi-Fi (or 3G) connection. To ensure Tru is successfuly connected, please check that the Call button (on the Keypad  ) is green.

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. Navigate to the iPad's Home screen
2. Open the Settings application, and scroll down to Truphone
3. Switch Reset Settings to On
4. Navigate to the Tru Application
5. When prompted enter your Tru username and password

Calls - Do I need a headset?

No, the iPad has built in speakers and microphone.

However Apple do also offer a variety of official headphones with microphones, including the In Ear Headphones and Earphones with remote and mic. 

Calls - Can I receive Tru calls?

You can receive calls from other Tru users for FREE! To receive Tru calls you will need to be 'Online' - connected to Wi-Fi (or 3G). You will also need to keep the Tru application open. 

To receive calls from landlines/mobiles you will need to purchase a Tru Number

Calls - Why can't I hear any audio?

Tru's volume controls are separate from your iPad's standard volume control. If you can't hear audio please open the Tru application, start a call and press the volume up button. 

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).

SMS - "You don't have a valid GSM number linked to your account

Please be aware that in order to send text messages you will need to link a mobile/cell number to your account or purchase a Tru Number. For more information please see Your Number

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 text to the UK, enter the number using format: '+44XXXXXXXXXX'

IM - I cannot sign into an IM service. It keeps loading

Please firstly ensure that you are successfully connected to Tru. 

Simply open Tru Application; Tru will automatically login using any active Wi-Fi (or 3G) connection. When successfully connected please check that the Call button (on the Keypad  ) is green.

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

You may have set up a specific filter for your contacts, or it may be that none of your contacts are online. 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

IM - I see a new chat notification, but cannot find the chat

If you have filtered your contacts, you may receive a chat notification from someone not included in your current filter. In order to view all new chats...

Press the Filter button 
Choose the All Services from the left list
Choose All Chats from the right list
Press Done

Tip! To view online contacts from all services, choose 'All Services' and 'Online'.

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. 

Credit - My Tru credit is not displayed

This usually indicates a problem with your Wi-Fi (or 3G) connection. To ensure Tru is successfuly connected, please check that the Call button (on the Keypad  ) is green.

If you are still experiencing a problem we would suggest that you reset your Tru settings...

1. Navigate to the iPad's Home screen
2. Open the Settings application, and scroll down to Truphone
3. Switch Reset Setting to On
4. Navigate back to the Home screen and open the Tru Application
5. When prompted enter your Tru username and password

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 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.

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