I'm unable to establish a data connection (can't browse the internet or read e-mail)

To set up data connection, please refer to your device user manual on how to configure data settings and use the following details:

APN: Truphone.com

Username: [leave blank]

Password: [leave blank]

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).

My cell phone is displaying an error message

If your cell phone displays any of the following messages: ‘SIM not valid’, ‘enter subsidy code’, ‘phone restricted’, ‘SIM locked’ or ‘SIM not accepted’, it may be locked, please call our help team.

My SIM is blocked

If you have entered your SIM PIN incorrectly three times your mobile phone may display either of the following messages: ‘PIN blocked’ or ‘Enter PUK’. If either message is displayed, you will need to enter your PUK code. This can be found on your Tru SIM card holder, or by visiting My Account.

Please note if the wrong PUK number is entered your SIM will be permanently disabled. If this happens please call our help team to request a replacement SIM card.

I have forgotten my account password

Click on 'Forgotten your details' on the My Account page. You will then be prompted to enter your email address, username, date of birth and answer your memorable questions. Once your details have been validated you will be prompted to set a new password. If you have forgotten any of this information please get in touch with our help team who will help you reset your password.

My iPhone 4 or iPad needs a micro SIM

We offer a replacement service for existing customers only needing to switch their current SIM for a micro SIM. Contact customer service on 707 to arrange this.

We do not offer micro SIM cards for new customers.

I have lost my SIM

If you have lost your Tru SIM please get in touch with our help team who will make arrangements for a replacement SIM to be sent out to you (an administration charge may apply).

I am not picking up a signal

Firstly, try restarting your phone. If this does not work, try getting your phone to do a manual search for a network. This should be an option within your phone settings (for example, on the iPhone go to 'Settings' > 'Carrier'). If these methods do not work, please contact us for assistance.

I don't want to give my address or credit card details

For security reasons so that we can verify your details, we require that you enter your credit card as well as the street address (not a PO Box) this card is recorded against. We will ask for this information when you are purchasing a SIM on this website, or activating a SIM you bought elsewhere.

I received a settings alert when I put a Tru SIM in my Android device

When you use a Tru SIM in an Android device for the first time, you may receive an on-screen alert acknowledging that you have inserted a new SIM, and warning that your phone settings (bookmarks, shortcuts etc.) may change as a result unless you specify otherwise by clicking ‘No’. 

This message is likely to pop up on the following screen but may also appear as an alert in the top bar. Whether you receive this message or not depends upon the make, model and version of your Android device.  

If you do receive this alert, we HIGHLY recommend that you select the NO option.  If you select YES, various settings may change, including a possible change in the default language setting. Unfortunately this is specific to Android and as such Tru are unable to control it.