I'm unable to establish a data connection (can't browse 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]
My mobile phone is displaying an error message
If your mobile 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 Customer Support.
If you have entered your SIM PIN incorrectly 3 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 Truphone SIM card holder, or by visiting your account page at www.truphone.com.
Please note if the wrong PUK number is entered your SIM will be permanently disabled. If this happens please call Truphone Customer Support to request a replacement SIM.
I can't make calls or send texts when roaming in non-Truphone countries
When making calls or sending texts, please 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)
I can't make international calls or send texts in my home country or in my other Truphone countries
When making calls or sending texts please 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).
I have forgotten my account password
Please call our support team (see contact details) or email help@truphone.com and they will reset your password for you.