Truphone Beta

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Top 10 support questions

• 1. I didn't receive an SMS from Truphone? Get answer If you did not receive an SMS message containing the Truphone download link or 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
• 2. I got the following error message when trying to install Truphone "We have been unable to verify your cellular number, please...". What do I do? Get answer We need to validate your mobile/cell phone number to create a Truphone account for you. Unfortunately we were unable to do this during sign up, please email support@truphone.com and we will set up an account for you. Close
• 3. I can't connect to Truphone Get answer If you're having trouble connecting to Truphone, there are a few things you can check:
  
  1. Ensure 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 via your access point.
  2. If you can access the Internet via your Access Point (AP) we suggest you try a simple reboot of your handset (turn your phone off and then back on).
  3. If this fails then you may be experiencing specific AP related issues. In which case please see our troubleshooting FAQs for further help.
  Alternatively, if you have mobile/cell phone coverage, you can make calls using Truphone Anywhere! See www.truphone.com/anywhere for further details. Close
• 4. How do I know when I'm connected to Truphone? Get answer You'll know when you're connected to Truphone if you can see the following:
  
  1. The Internet telephone symbol which is found on the top-right of your phone's main homepage.
  2. The message "Truphone: Connected" will appear at the top of the Truphone application main menu.
  3. The symbol next to your selected access point will turn green.
  Please note that if you do not have the Internet tel feature available on your handset then you will not be able to place calls over a WI-FI connection 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
• 5. How do I know I'm making a Truphone call?Get answer Truphone call via WI-FI/3G:
  You will know that you are placing a Truphone call via a Wi-Fi or 3G connection by:
  1. A special Truphone ring-tone indicating that your call is being made via Truphone.
  2. The Internet telephone symbol will be displayed in the top right of your screen.
  3. The Internet Call symbol will be displayed on the left hand side of the call dialogue box
  
  Truphone Anywhere call via your service provider:
  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

• 6. What is Truphone Anywhere? Get answer Truphone Anywhere allows you to make Internet calls with Truphone using your service provider wherever you have Mobile/Cell phone coverage.
  
  This means you can use Truphone for all of your calls, and not just when you have Wi-Fi or 3G access. Truphone Anywhere is particularly useful for making international calls or when roaming abroad. Go to www.truphone.com/anywhere to find out more. Close
• 7. I can't send an SMS using Truphone. Get answer Check that you're connected to Truphone and open the application on your phone. Go to: Options>Settings>Messaging
  
  Make sure that it's set to 'Always ask', which means you'll always get a screen prompt asking if you would like to send SMS over Truphone. Close
• 8. How do I pick up my voicemail? Get answer Simply 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 (+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.
  
  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).
  
  Non-UK or US users can still receive Truphone voicemails if they are contacted by other Truphone users whilst online. Close
• 9. How do I add credit to My Account? Get answer Simply login to your account, and make sure you have validated your email address.
  
  Click 'Get more credit' button on the right hand side of the page and choose your top up amount.
  
  Once confirmed, you will be redirected to Paypal where you can top up by credit or debit card. Please note that you do not have to be a Paypal customer to use this service. Anyone can use Paypal to top top up. Close
• 10. Why should I use Truphone over Wi-Fi when I can use Truphone Anywhere? Get answer Truphone Anywhere is a great alternative when you don't have access to Wi-Fi when you are on the move.
  
  However using Truphone via Wi-Fi or 3G can save you more as your call is routed entirely via the internet. Close