Truphone - Customer Support for VoIP and Wifi-enabled Mobile Phones

Troubleshooting FAQs

Truphone - Troubleshooting FAQ's

Installing Truphone

Q: I can't download Truphone after clicking the link you sent meGet answer A: Please first ensure that you can browse the web using the desired access point (i.e. are connected to a WiFi or mobile internet (3G) network).

We recommend setting the internet connection options on your phone to 'Always Ask'. This means that, rather than defaulting to your mobile operator's 3G web service, you can choose whether to use a Wi-Fi network instead each time you connect to the internet on your phone.

To do this go to Menu>Web>Options>Settings>Access Point and select 'Always Ask'.

If you are experiencing any problems installing Truphone we can help you! Please send an email to support@truphone.com including your mobile number, mobile operator and handset type and we can set up a Truphone account for you! Close

Connecting to Truphone

Q: What sort of internet connection will I need to make Truphone calls?Get answer A: Truphone is designed to work wherever you have access to the internet via Wi-Fi or a mobile internet connection (3G)*.

Truphone Anywhere is a new service which lets you make cheap Internet calls when not connected to the internet. See www.truphone.com/anywhere for further details.

*Please check that your operator allows this and what your tariff is. Close
Q. How do I connect to Truphone to make calls over Wi-Fi?Get answer
A: To connect, please follow the instructions below:
1. Open the Truphone application.
2. Highlight your desired Access Point.
3. Select Options>Connect.
4. If prompted, enter any security settings, and select yes to save the access point.
5. Truphone will now attempt connection.
Close
Q. How do I know if I am connected to Truphone? Get answer
A: There are 3 indicators which confirm that you are connected:
1. The Internet telephony icon is found on the top-right of your phone's main screen (standby screen).
2. The message "Truphone: Connected" at the top of the Truphone application main screen.
3. The symbol next to your selected access point is green.
Please note that if you do not have the Internet tel feature available on your handset you will not be able to make calls over a WI-FI using Truphone (Check this by navigating to Menu>Tools>Settings>Connection>"Internet tel settings"). You will, however, be able to use our new Truphone Anywhere feature instead! Read more. Close
Q: What can I do if I experience a problem connecting to Truphone? Get answer
A: If you're having trouble connecting to Truphone, please check that you can browse a regular web page on your phone (e.g. www.google.com). This will confirm that you are able to access the internet. We also suggest that you try simply turning your phone off then back on again
If this fails then your access point may be blocking connection to Truphone. Altering the following settings should help:
1. From the Truphone screen navigate to Options>Settings>Internet calls>Transport type; change this from 'UDP' to 'TCP'. Try to reconnect.
2. If this is not successful, try navigating to Options>Settings>Internet calls>Port; and change this from '5062' to '5060'. Try to reconnect.
Finally you can use the "Repair Account" function from the Truphone menu. Don't worry, there's no need for you to do anything, as Truphone will automatically update your settings.

Alternatively if you have mobile/cell coverage you can make calls using Truphone Anywhere! See www.truphone.com/anywhere for further details. Close
Q: How do I set up my router for Truphone to work? Get answer
A: The majority of access points (Wi-Fi routers) will work with Truphone without you needing to do anything! However a few of them are setup with additional security that blocks internet (Truphone) 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:
1. Your firewall(s) should not be set to block ports 5060 or 5062 (UDP/TCP).
2. Any SIP ALG should be disabled (This is a function on some routers).
3. Any SIP firewall must be deactivated (This is a function on some routers).
Close
Q: How far can I be from my Wi-Fi and still be able to use Truphone? Get answer A: The answer to this depends on the access point itself and the level of radio interference. Some are high powered and can reach 100 metres. Access Points in buildings or noisy radio environments can be usable for only 10 metres (or, loosely two thin walls or one thick one). Note that WiFi laptops will typically work at two or three times the range of a mobile handset as they have a much larger antenna behind the screen. Hotspots can cover huge distances such as entire cities so distance from a hotspot is relative to the hotspot location. Typically 2 signal bars is plenty...often 1 is fine due to the low data rates of Truphone. Close
Q: There are no 3G access points showing when I run the Truphone application. Get answer A: This does occur occasionally, but can be solved by deleting your existing 3G access points from: Menu>Tools>Settings>Connection>Access Points.

Then navigate to Menu>Tools>Settings>Wizard>Operator Access points and follow the steps to reinstall your operator access points. Close

Making Calls

Q: How do I make a Truphone call? Get answer A: In order to make a Truphone call via Wi-Fi (or 3G), simply ensure you are connected to the Truphone service and dial a number or choose a contact as normal and press the green call button. Please ensure that you are using the full international number format for your Truphone calls (e.g +447978881111). Note that you can also dial a number or choose a contact and press Options>Internet Call.

If you are not sure whether you are placing a Truphone call via Wi-Fi or 3G, see our FAQ "How do I know when I'm making a Truphone call?"

Truphone call via Truphone Anywhere

To make a Truphone Anywhere call simply ensure that Truphone Anywhere is activated (Truphone>Options>Settings>Anywhere>Anywhere>On) and that you have the desired settings in place. Dial a number or choose a contact as normal and start a voice call by selecting Options>Call>Voice Call. You will then be prompted by an on-screen message asking if you would like to make a Truphone Anywhere call. If you are not sure whether you are placing a Truphone Anywhere call you can see our FAQs "Q. How do I know when I'm making a Truphone call?" and "Q. How do I know I am making a Truphone Anywhere call?" Close
Q: I am connected to Truphone, but my calls are still using my regular mobile operator even after I select "Internet call". Get answer A: Check if your phone has the functionality to make Truphone calls by navigating to Menu>Tools>Settings>Connection. You should see the "Internet Tel. Settings" menu item. If you cannot see this menu item, then your handset may have had these settings removed by your operator and you cannot make internet calls.

But you can still use our new Truphone Anywhere feature to make low-cost mobile calls even when you're not connected to the internet! See www.truphone.com/anywhere.Close
Q: How do I know I am making a Truphone call? Get answer
A: Truphone call via WI-FI/3G

You will know that you are placing a Truphone call via a WI-FI/3G by:
1. You will hear a special Truphone ringtone indicating that your call is being made via Truphone.
2. The Internet telephone symbol will be displayed in the top right of your screen and
3. The Internet Call symbol will be displayed on the left side of the call dialogue box
Truphone Anywhere call via your GSM operator

Call Through Call - You will know that you are placing a call via Truphone Anywhere (Call Through) by;
1. Selecting "Truphone Anywhere Call" at the start of the call and
2. The Truphone Anywhere call setup audio at the start of the call
Call Back Call - You will know that you are placing a call via Truphone Anywhere (Call Back) by;
1. Selecting "Truphone Anywhere Call" at the start of the call and
2. You will see a brief prompt telling you "Redirecting call using Truphone Anywhere" and
3. You will hear the Truphone dial tone as the call starts.
Close
Q: How do I make a non-Truphone call?Get answer A: If you're connected to Truphone but don't want to use Truphone to make a call, simply dial a number, then select Options>Voice Call. You may be prompted to make a Truphone Anywhere call, however you can select "GSM Call". Close

Adding Credit

Q: How do I add credit to my account? Get answer
A: There are several ways to top-up your Truphone account.
1. Web Top-up
  Simply login to your Truphone account at www.truphone.com/topup using your screen name and password which takes you to the topup page.
  
  Next, use the Manual Top-up section to choose your top-up amount and add your credit/debit card details to proceed with the payment. You will then be directed to the main payment screen where your credit/debit card details are required. Alternatively you can select the link at the bottom of this page to "Add Credit using Paypal".
  
  You can also set up an auto top-up so that your balance is topped up automaticaly when it drops below your preset level! To do this fill in the "Auto Top-Up" section.
2. Mobile Web Top-up
  Here you can complete the same steps as above using your mobile handset whilst on the move. Enter www.truphone.com/topup into your phone browser to begin.
3. Phone Top-up
  Truphone have a new telephone top up system which gives you even greater flexibility with managing your Truphone credit. Simply dial one of the following numbers to use our easy step-by step telephone system:
  
  Customers based in the UK: Dial 1500 whilst connected to Truphone or 08455086878
  
  Customers based in the US: Dial 1501 whilst connected to Truphone or 13475351535.
  
  Customers based outside the US/UK: Dial 1501 whilst connected to Truphone or +442033558248 or +13475351535.
  
  Note: You will need to validate your email address prior to adding more credit. If you need to edit your email address simply navigate to the "My Account" tab.
Close
Q: How long does it take for credit to show in my Truphone Account? Get answer A: Credit should appear on your Truphone account online almost instantly if making a regular Manual credit/debit card payment or PayPal payment. Electronic Cheques and Electronic Payments via Paypal can take up to 7-10 working days to clear according to PayPal policies.

Please take into consideration your Bank or Building Society as they will also have their own policies. Truphone 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 My Account section. Close
Q: What is Auto-Top Up and how to I set one up? Get answer
A: "Auto Top-up" is a brand new feature which provides greater flexibility with managing your Truphone credit!

As soon as your balance falls below your selected amount (lower balance limit) we will automatically top up your account with a predefined amount of Truphone credit using your selected card.

To set up an Auto Top Up:
1. Go to www.truphone.com/topup or click the topup button from inside My Account
2. In the "Auto Top-Up" box, select a "Lower Balance Limit"
3. Select an Auto top-up amount
4. Select a credit/debit card to be used with Auto Top Up (or select "add card" to add a new one)
5. Select "continue"
6. Review the details before checking the T&C's and clicking "Confirm Auto Top-Up"
Close

Handset

Q: Does Truphone supply handsets? Get answerA: You can buy Truphone supported handsets from the Truphone shop (powered by Expansys). Close
Q: How do I ensure that my handset is running the latest firmware? Get answerA: Press *#0000# from the main screen of your handset to check the firmware version currently installed. To find out whether your handset is due for an upgrade simply visit http://www.nokia.com/softwareupdate. You will need to know your handset's product code, which is found inside your phone on the white label beneath the battery.Close
Q: How is battery life affected when using Truphone? Get answerA: Truphone is designed to automatically connect when in range of your known access point(s). Staying connected to Truphone allows incoming calls and SMS messages to reach your handset.

Whilst the Truphone application itself does not adversely affect battery life, connection to an access point will affect your handset's standby time, yet talk-time is very comparable to when making GSM calls. We have noticed that a connection via 3G decreases battery life quicker than when connected via Wi-Fi. Close

Truphone services

Q: How do I pick up my voicemail? Get answerA: Dial 1571 when connected to Truphone and you can listen to your voicemail straight away.

If you're not connected to Truphone or are using a different phone, just dial +44 7978 800 000 or +1 (202) 683-8200. You'll be asked to enter your "Mailbox" which is your number, e.g. 44 7978 8XX XXX, followed by your Security PIN.

You can get your Security PIN number by logging into your account, or by texting PIN to +44 7978 88 11 11 and we'll text your Security PIN number to you.

(Please note: texting PIN when connected to Truphone is free. If you're not connected to Truphone, be sure to check your SMS charges with your operator). Close
Q: Can I use Truphone without a SIM card? Get answerA: This is not a supported feature. Truphone Accounts require a unique SIM card and GSM/Cell number. Close
Q: Number Porting - Can I transfer my telephone number to Truphone? Get answerA: Number portability is not available while Truphone is in its Beta stage. Close
Q: Can I use Truphone to call emergency numbers? Get answerA: Truphone is not a replacement for your ordinary telephone service and you cannot make emergency calls using Truphone. However this does not prevent you using your mobile phone for making emergency calls via your mobile operator as normal. Close

Q: How do I call someone on another SIP service provider for free? Get answerA: Prefix their number with the appropriate short code as follows:

Prefix	Peering Network
**010	voxalot.com
**011	sipbroker.com
**261	draytel.org
**285	sip.calluk.com
**323	proxy.dial2do.com
**350	voipfone.co.uk
**393	fwd.pulver.com
**467	sip.gossiptel.com
**668	proxy.voip.co.uk
**746	sip.phonegnome.com
**747	sipphone.com
**777	siphub.net

Q: Do you have any service numbers I should know? Get answerA: Please find Truphone's main service numbers listed below:

Dialling code	Service	Description
1571	Voicemail	Call when connected to Truphone.
+447978800000	UK Voicemail	Call from any telephone - prompts for mailbox ID (e.g. 4479788xxxxxx) and PIN (4 digits)
+1 (202) 683-8200	Rest of world Voicemail	Call from any telephone - prompts for mailbox ID (e.g. 1360xxxxxx) and PIN (4 digits)
1500	UK Credit Top-up	Call when connected to Truphone. Or call 0845 5086878 from any telephone.
1501	US Credit Top-up	Call when connected to Truphone. Or call +1 (347) 535-1-535 from any telephone.
1501	Rest of World Credit Top-up	Call when connected to Truphone. Or call +44 (203) 355-8248 or +1 (347) 535-1-535 from any telephone.
141	Withhold number	Your number will be withheld for this call
1470	Release number	Release your number for this call (if it is normally withheld)
130	Echo Service	Echo service for testing devices
17070	Line Identifier	Our server reads back your Truphone phone number and GSM number

Truphone Anywhere

Q: What is Truphone Anywhere?Get answerA: Truphone Anywhere allows you to make Internet calls with Truphone using Mobile or Cell coverage. This means you can use Truphone for all of your calls, and not just when you have Wi-Fi or 3G coverage. Truphone Anywhere is particularly useful for making international calls or when roaming abroad.Close
Q: How do I make a Truphone Anywhere call? Get answerA: Truphone call via Truphone Anywhere To make a Truphone Anywhere call simply ensure that Truphone Anywhere is on (Truphone>Options>Settings>Anywhere>Anywhere>On) and that you have the desired settings in place. If you're not connected to Truphone via Wi-Fi/3G, simply dial a number or choose a contact as normal, or select Options>Call>Voice Call. You will then be prompted by an on-screen message asking if you would like to make a Truphone Anywhere call.

If you are not sure whether you are making a Truphone Anywhere call, see our FAQs "Q. How do I know when I'm making a Truphone call?" and "Q. How do I know I am making a Truphone Anywhere call?"Close
Q: How do I know I am making a Truphone Anywhere call?Get answer
A: You will know when you are making a call using Truphone Anywhere as you will be prompted to manually select how you wish to make your call. You will also notice the following;

For a Call Through Call
1. The Truphone Anywhere call setup audio at the start of the call and
2. The call looks like a normal mobile/cell phone call.
For a Call Back Call
1. You will see a brief prompt telling you "Redirecting call using Truphone Anywhere" and
2. You will hear the Truphone dial tone as the call starts.
Close
Q: What is Call Through?Get answerA: Call through routes your calls locally to Truphone (via your mobile operator) and Truphone then routes the call to the destination at our great local rates. This avoids expensive international call rates.Close
Q: How do I know I am making a Truphone Anywhere call through call?Get answer
A: You will know that you are placing a call via Truphone Anywhere (Call Through) by;
1. Selecting "Truphone Anywhere Call" at the start of the call and
2. The Truphone Anywhere call setup audio at the start of the call and
3. The call looks like a normal mobile/cell phone call.
Close
Q: How much does Call Through cost?Get answerA: Truphone will charge you our standard rate for the call you are making based on the call destination (see http://www.truphone.com/pricing/). Your mobile operator may charge you for a local call (it could be free if you have bundled minutes).

When Truphone Anywhere is on, call through is on by default and set to "International Calls Only". This will let you to make cheap international calls via your existing mobile operator. This is particularly useful where you have bundled minutes or low cost local (home country) calls as part of your contract or "pay as you go" service. For further information please visit www.truphone.com/anywhere.Close
Q: What actually happens to the call behind the scenes?Get answerA: Your call is routed via a Truphone local landline number in your country. Close
Q: What is Call Back?Get answerA: Call back happens when your operator sends an SMS message to the Truphone server to initiate two calls which connect both the Truphone caller and the called party. This calling method makes Truphone's cheap rates available to you when you're not connected to WIFI/3G. The Truphone Anywhere Call Back feature is optimized in situations where outbound call rates are expensive but receiving calls is much cheaper or free - for example some European 'pay as you go' deals. For more information regarding Call Back charges and recommended settings, see www.truphone.com/anywhere.Close
Q: What do you see on the phone during a Truphone Anywhere call back callGet answerA: A normal call setup followed by a brief "redirecting call using Truphone Anywhere" message prompt.Close
Q: What actually happens to the call?Get answerA: Your call is set up with an SMS/text to Truphone (to +19734574200 for customers in the USA and +447978881111 for all others) and Truphone connects your phone to your dialled number. Technically your phone receives a call back although it is a seemless experience.Close
Q: What will it cost?Get answerA: Truphone will charge you our standard local rate for 2 calls, one to your number, and a second to the number you have dialled (see http://www.truphone.com/pricing). Your existing mobile operator will charge you for an SMS/text to +447978881111 (or +19734574200 for customers in the USA).Close

Facebook Call Me Button

Q: What is the Truphone "Call Me" button? Get answerA: The Truphone "Call Me" button lets your friends call you from Facebook.

Add a forwarding number to your button, and any friends that click your button will call your actual phone. Close
Q: How do I get a Truphone button? Get answerA: New users can click the following link to obtain a brand new Truphone "call me" button. Close
Q: Why do I have to add a number? Get answerA: You need to add a number so that your friends can call you via Facebook. Without a number, Truphone does not know where to route the call (your "Call Me" button will also be hidden). Close
Q: How do I add/change my number? Get answer
A: In order to add or change your current Facebook number, simply complete the following:
- Visit your Truphone "call me" button settings page
- Select "Activate" on the right of an existing number or click "Add" to add a new number
- Enter your new number
- Click "save/verify" on the right
You will be required to validate your chosen number. In which case you will receive a brief call and will be asked to press 1 on your keypad. Ensure that you click "Activate" to select this number as you're number once it is verified. In order to change an incorrect number, simply add the correct number and "delete" the previous one. Close
Q: Why can't I add mobile numbers outside the US/Canada? Get answerA: Telecoms pricing is a complex business and the bottom line is that there is an unavoidable cost of putting calls through to traditional mobile operators. You can of course get calls to your mobile if you get Truphone (compatible handset required). Close
Q: Can I link my existing Truphone account to my Facebook account? Get answerA: Yes. When you first install your very own Truphone button, you will be provided with a choice of numbers to enter (Truphone number/World Landline/Advanced).

To link your button to an existing Truphone account - ensure you enter your "Truphone number" first. Simply insert your Truphone number into the space provided ("Truphone Number"), select "Save/Verify" and your Facebook and Truphone account will become linked. Close
Q: I accidentally deleted my Truphone button, how do I get my account and button back? Get answerA: Not to worry - your account will still remain active. Simply install the button again and your previous account details will be restored. Truphone "Call me" Button. Close
Q: How do I remove my Truphone call me button? Get answerA: To remove your Truphone "call me" button, please edit your Facebook applications. Simply select "Remove" next to the Truphone application. Close

Check Truphone is supported on your phone and then download for free

Sign up now for free and we'll credit your account with $1£1.

Thank you. Now follow the simple instructions on your phone and you'll be making WiFi calls in no time.

When you've completed your installation we'll credit your account with £1$1.

We can let you know as soon as Truphone becomes available on your phone.

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Truphone and the Truphone Logo mark are registered trademarks of SCN Limited in the UK and other territories.

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