Install - What iPhone's does the Tru App work on?

The Tru App is available for all iPhones running iOS4 (iPhone 3G, iPhone 3GS, iPhone4). 

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.

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

This message will appear if you have downloaded the incorrect Tru App for your iPhone. 

We have applications for the iPhone, iPod and iPad. Please make sure that the one you are downloading is named only "Truphone for iPhone". This message could also appear if you're using a jail broken iPhone. Sadly we are unable to support jail broken devices.

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 iPhone's Home screen
2. Select Settings > Safari > Clear Cache > Clear Cache
3. Turn your iPhone 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 tab) will turn green.

Tru over 3G is disabled by default. To enable this option...
1. Navigate to the iPhone's Home screen
2. Select Settings > Tru
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 iPhone's Wi-Fi (or 3G) connection.

If you don't have access to Wi-Fi (or 3G), you can still make Tru calls using your standard GSM mobile/cellular coverage. This service is called Tru Anywhere

Connection - The Tru App crashes when I open it

This problem can occur when...

- An application error has occurred
- The time/date on your iPhone is incorrect
- Duplicate versions of Tru are installed on your iPhone

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 iPhone off and back on
4. From the iPhone's Home screen select Settings > Safari > Clear Cache > Clear Cache
5. Open the App Store, search for and install Tru

Connection - "An unknown error has occurred"

This error usually indicates that the date/time on your iPhone 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 iPhone is incorrect
- Duplicate versions of Tru are installed on your iPhone

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 iPhone off and back on
4. From the iPhone's Home screen select Settings > Safari > Clear Cache > Clear Cache
5. Open the App Store, search for, and install Tru

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 iPhone'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 'Keypad' tab
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' tab) 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 iPhone's Home screen
2. Open 'Settings' and scroll down to Tru
3. Switch Reset Settings to On
4. Navigate to and open the Tru Application
5. When prompted enter your Tru username and password

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.

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.

Tip! Simply shake to lock your handset and prevent it going into sleep mode (and thus shutting down Tru).

Please note that if a non-Tru user calls your GSM mobile/cell number, you will receive this call via your GSM operator as normal (not via Tru).

Calls - Why can't I hear any audio?

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

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 to a Tru 'access number' in your home country. 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

Tru Anywhere - How do I make a Tru Anywhere call?

If you are not connected to Wi-Fi (and do not have Tru over 3G enabled) you will be given the option to make a Tru Anywhere call. 

To make a Tru Anywhere call...

1. Begin by opening the Tru application, and touching the 'Keypad' button
2. Simply dial a number as usual and touch the 'Call' button
3. A visual (and audible) 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

Tip! To make Tru Anywhere calls, first ensure Tru over 3G is disabled... Navigate to the iPhone's Home screen and select Settings > Tru. Change 'Enable VoIP over 3G' to 'Off'.

Tru Anywhere - "Message number 171"

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)?

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.

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, you would use 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' tab) 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 on the keypad screen

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' tab) is green.

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

1. Navigate to the iPhone's Home screen
2. Open 'Settings' and scroll down to 'Tru'
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 change my Tru caller ID (CLI)?

You can update your Tru CLI 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

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