Estimated delivery time

We aim to get your SIM out to you as quickly as possible. Here is a guide for when you should expect delivery from the day you place your order.

To UK and Australian addresses: 2-3 working days

To European addresses: 5-7 working days

To all other addresses: 10 working days

Getting started – step by step

1. Insert your Tru SIM

Remove the SIM from its holder, insert it into your mobile phone and switch on your mobile phone.

2. Activate your Tru SIM

Online

Click on ‘Activate’ at the top of this page. You will need to enter the SIM ID (found on the SIM card holder). If your SIM was purchased directly from the Tru website, the activation code that was sent to you via email. If your SIM was purchased in another way you will need to enter the PUK code instead (also found on the SIM card holder).

By phone

From your Tru-enabled mobile phone:

• Dial the 808 short code for free

From any other phone dial:

UK: +44 (0) 203 318 0742

Adding credit to your account

To add credit you must first register your payment details with Tru. This can be done from your online account or by calling 404 from your Tru phone.

• Online within ‘My Account’
• From your Tru phone by dialling the 404 short code

There are several ways to top-up your Tru account:

Web Top-up

First, login to your Tru account. Next, use the Manual Top-up section to choose your top-up amount and enter your credit/debit card details.

Auto Top-up

Set up an Auto Top-up and your balance will be topped up automatically when it drops below your preset level. Set this up within your online account under ‘Change Settings’.

Phone Top-up

Simply dial 404 from your Tru phone.

You will receive email confirmation for all credit transactions and these can also be viewed in your online account history. Credit won’t expire, but there is small charge of $3 a month for unused accounts after 90 days. At the moment you are unable to share credit between your Tru account and your Tru App account, but we’re working on it.

Keeping your existing phone number

Yes. UK, USA and Australian customers can now bring their number across to Tru.

If you are a UK customer on the Vodafone, Orange, O2, Three or T-Mobile network you can bring (port) your number across to Tru.

To do this, there are two simple steps:

1. Contact your network and request a PAC code.

• For Vodafone contact 0870 070 0191
• For Orange contact 0797 310 0450
• For O2 contact 0844 809 0202
• For T-Mobile contact 0845 412 5000
• For 3 contact 0800 358 8460

2. Contact our customer support team on 707 (if the SIM is in the phone) or 0203 318 0742 asking to have your number moved to us. We will ask for the PAC code, plus your Tru account name, and the number you wish to bring across.

After we receive this detail, it will take approximately 2 working days to complete, after which we will contact you to confirm that this has been done successfully.

For US and Australian customers, please contact our help team to find out more.

We recommend that you port your number to Tru a few days before you plan to travel.

Using Tru voicemail (dial 505)

Access your voicemail messages and settings by dialling 505 from your mobile phone.

If a voicemail message has been left for you, you will receive a notification message on your mobile phone. Should you wish to receive your notification messages via email too, you can set this service up online by visiting My Account.

If your line is busy or unreachable, callers to any of your Tru numbers will be automatically diverted to voicemail.

Configure your iPhone voicemail button to access your Tru voicemail

If you use an iPhone, you can modify your voicemail button in the phone application to call your 'normal' Tru voicemail '505' service. To do this, go to the Phone Keypad screen and follow these steps:

1. If you have a UK primary number, enter *5005*86*+447408888505# and press 'Call'.
2. This will make the voicemail button call the Tru voicemail server so you can pick up your voicemail without having to dial the number.
3. If you want to cancel this configuration, enter *5005*86*# and press 'Call'. This will revert the function of the button back to the way it was.

We are actively working on a fully supported Visual Voicemail Service for the iPhone.

Using voicemail when abroad

In a small number of countries you won't be able to dial 505 to listen to your voicemails.

In these countries you instead simply dial +1 213 599 6505.

You will then be prompted to identify yourself by entering your cell phone number, and your voicemail PIN. We recommend you create your PIN before you go abroad.

To set your PIN call 505 from your Tru phone and follow the voice prompts.

Text messaging

Sending and receiving text messages on Tru works just like any other mobile phone service. However, picture messaging (MMS) is not currently supported by Tru.

Data and internet access

Your Tru service includes data and internet access. Data is charged per session, rather than per day, in 100KB increments. The minimum charge for a session is for 100KB.

To use Tru data you may need to set up a data connection, however most of the time it will happen automatically when you insert the SIM into your phone. To do this, please refer to your mobile phone user manual on how to configure data settings and use the following details:

APN: Truphone.com

Username: [leave blank]

Password: [leave blank]

For iPhone users, to set up data access you need to download our data set-up file. There are two ways of getting this file:

1. Via text message: We will send you a text message with a web link. Connect to Wi-Fi, and then tap the link in the text message and our data set-up file will be downloaded to your iPhone.

2. Via this webpage: Connect to Wi-Fi, view this webpage in Safari on your iPhone, and then tap this link to download our data set-up file manually.

Whichever method you use, follow these steps once you have downloaded the file, to finish the set-up process.

STEP 1: Tap on the Install button

STEP 2: Tap the Install Now button

STEP 3: This screen indicates the file was installed successfully, and your data access and set-up is now complete.

For Android users, we also have an application available to download for free that will set the APN for you. You can access by doing either of the following:

- Search for 'Tru APN' in the Android Market

OR

- Open this webpage in a browser on your Android then download this file (please note, you will need to enable unknown sources in Applications settings).

To manage your data settings please visit My Account.

Please note that it is not currently possible to set up a data connection on a BlackBerry device.

Adding local rates and numbers

When you arrive in a new Tru country you will be sent a text message welcoming you, advising you of your call rates and if you haven’t already, how to upgrade to local and international calls. You can even add a local mobile number for that country so that people can easily call you.

Local Tru numbers

If you have more than one local number associated with your Tru SIM card (e.g. a local USA number and a local UK number) then the number that is local to the person you are calling will be displayed on their phone when they receive your call, unless you have chosen that your number is not displayed (refer to your phone manual). So, if you are calling the USA they will see your USA number, but if you are calling the UK they will see your UK number.

Your default home country number will be displayed when calling other destinations.

Making local calls or calls to other Tru countries

When making calls or sending texts make sure you use the correct international dialling code. This requires the international dialling prefix (for the country you are in) to be followed by the country code and then the dialled number (excluding the first 0).

For example:

When dialling the UK number 0203 318 0742 from the USA you would need to dial 011 (international dial code) 44 (country code) 203 318 0742 (dialled number, excluding the first 0).

When dialling the USA number 646 360 1689 from the UK you would need to dial 00 (international dial code) 1 (country code) 646 360 1689 (dialled number).

International roaming in non-Tru countries

You can use the Tru roaming service in over 220 countries. Your mobile phone must be a quad-band model with 3G support to work in each of these countries (refer to your phone manual).

Standard roaming

In non-Tru countries standard roaming is set as the default setting. Check our standard low cost roaming rates with our rate checker.

In a small number of countries where roaming would not usually be possible you can still make calls using the callback method. We will notify you by text message when you arrive in a country where callback is the default option with instructions.

How to make calls and send texts when roaming

When making calls or sending texts, make sure you use the correct international dialling code. This requires the international dialling prefix (always 00 when roaming) to be followed by the country code and then the dialled number (excluding the first 0).

For example:

When dialling the UK number 0203 318 0742 whilst roaming abroad you would need to dial 00 (international dial code) 44 (country code) 203 318 0742 (dialled number, excluding the first 0).

When dialling the USA number 646 360 1689 whilst roaming abroad you would need to dial 00 (international dial code) 1 (country code) 646 360 1689 (dialled number).

Using your online account

Your account section allows you to manage all aspects of your Tru SIM including checking and adding credit, upgrading your SIM, updating your personal details, resetting your password and checking your entire call history.