My Truphone

FAQ

7409 Views 20 Mar 2019 FAQ

Why use My Truphone on my iPhone?

The My Truphone app lets you buy roaming data plans to get you connected around the world—our global plan works in over 80 countries and territories and we're always adding more. We have also recently introduced a regional Europe-only plan as well as local plans in Australia, Hong Kong and the USA. 

By having the My Truphone app installed on your Dual SIM device, you'll be able to buy roaming data plans whenever you need them. No commitment. No strings attached. Because the iPhone XS, iPhone XS Max and iPhone XR devices are eSIM-enabled, you don't have to wait for a physical SIM card to be posted, or go and collect one at a shop. Just buy direct from the app and the Truphone eSIM profile will be installed upon your first purchase. 
 

Which devices are compatible with the My Truphone app? 

The My Truphone app is compatible with iPhone XS, iPhone XS Max and iPhone XR devices running iOS 12.1 or later, and your device must be unlocked. For more information read the answer to: "What is a locked device?
 

Will my physical SIM still work while My Truphone eSIM is installed? 

Yes! The Dual SIM Dual Standby technology in compatible iPhone models lets you remain connected with your physical SIM and your Truphone eSIM simultaneously. You can select which of the two SIMs you use for data connectivity. See how to do this in the Apple support page https://support.apple.com/en-gb/HT209044
 

How do I buy a Truphone plan? 

Firstly, download the My Truphone App from the Apple App Store and open it on your compatible iOS device.  

You're about to purchase a plan, so you'll need your Mastercard or Visa credit card handy (unless you prefer to use Apple Pay, which is fine too). Once you've purchased your plan, the app will launch theeSIM helper, which downloads a Truphone eSIM profile onto your device. You'll be connected to theTruphone network within a few seconds.  

Remember: make sure the roaming switch is ON when using a Truphone plan. You will find this underSettings > Mobile Data > Data Roaming
 

Do I have to create an account?

You don't have to create an account, but it does make things much easier for when you buy your next plan. It will let you save your credit card details secured by a password, saving you the time to type them again with every purchase.

What are the plans that you offer?

We have a selection of global, regional and local plans available. All of these are prepaid and have a fixed duration. No contracts. No tie-ins. No hassle. Just buy what you need, when you need it. You can choose from a selection of data ranging from 300MB to 5GB, depending on where you are travelling. Most of these plans last for 30 days except for the 300MB option which lasts for 24 hours. As well as our best-selling global plan, we have recently added local plans for Australia, Hong Kong, United States and a European regional plan which connects you in all 31 EU and EEA countries.

You can find more details on these below.

What is the global plan?

For our global plan, you can use the same data bundle in over 80 countries and territories across Europe, APAC and the Americas—perfect for intrepid globetrotters.

These include:

Antigua and Barbuda, Argentina, Australia, Austria, Barbados, Belgium, Bermuda, Brazil, Bulgaria, Cambodia, Chile, Colombia, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, El Salvador, Estonia, Faroe Islands, Finland, France, French Guiana, Germany, Gibraltar, Greece, Grenada, Guadeloupe, Guatemala, Guernsey, Guyana, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Martinique, Mexico, Monaco, Mongolia, Montenegro, Montserrat, Netherlands, New Zealand, Nicaragua, Norway, Paraguay, Peru, Poland, Portugal, Puerto Rico, Reunion Island, Romania, Saint Kitts and Nevis, Saint Lucia, Saudi Arabia, Slovakia, Slovenia, South Africa, Spain, Suriname, Sweden, Switzerland, Thailand, Trinidad and Tobago, Tunisia, Turkey, Turks And Caicos Islands, United Arab Emirates, United Kingdom, United States of America, Uruguay, Vatican City, and Vietnam.

You can choose from the following data bundles: 300MB (for 24 hours), 1GB (for 30 days and 3GB (for 30 days).

What is the United States plan?

This plan is perfect for travellers who are visiting or roadtripping across the United States. There are three data bundles available in the United States: 300MB (for 24 hours), 1GB (for 30 days) and 3GB (for 30 days).

What is the Australia plan?

If you’re headed to Australia, this is the plan for you. You can choose from the following three data bundles: 1GB (for 30 days), 3GB (for 30 days) and 5GB (for 30 days).

What is the Hong Kong plan?

Exploring Hong Kong? We’ve got you covered. Pick the 1GB (for 30 days), 3GB (for 30 days) and 5GB (for 30 days).

What is the European regional plan?

Whether you’re interrailing through Europe or taking a city break, this plan will keep you connected in 31 EU and EEA countries as well as Monaco.

The countries covered in the European regional plan include: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Ireland, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and United Kingdom.

There are three plans available to buy in the European regional plan: 1GB (for 30 days), 3GB (for 30 days) and 5GB (for 30 days).

 
How do I buy more data?

Need more data? Don't worry. You can purchase a new plan on the My Truphone app. Just open it up, select the plan you want, enter your credit card details (or pay with Apple Pay) and that's it, you're online.

Remember that you can also choose to create an account so you can save your credit card details for faster purchases. Note that you can buy a maximum of five plans at a time.

 

 I don't have an iPhone or an eSIM, can I use the My Truphone app? 

Unfortunately not at this time. 
 

Why is my service not working? 

Is the roaming switch ON? To ensure you are connected you must switch your roaming switch ON when travelling. You can find the Roaming Switch in your iPhone Settings. 

Do You Have Coverage? If you find yourself in an area with limited mobile coverage, or no coverage at all, you will find it difficult to access the internet. Try switching locations and make sure you have enough signal bars to connect to 3G or 4G/LTE. 

If you are in good coverage and tried everything else, you can always try a full power-down restart and see if that helps. 
 

The app says my device may be locked, what is a locked device? 

When you buy a device with a contract from a mobile operator, it is common practice for them to lock the connectivity from any other supplier. In this case your device will be considered "locked"—at least until your contract expires. You can check with your operator to see if there is anything you can do to unlock the eSIM in your device. Typically, in these cases you will not be able to install an eSIM. Yep, we're frustrated too.

I get a message saying plans are not available here, why? 

If you are located outside of the countries we cover, you will not be able to buy data plans because you won't be able to use them, so we won't let you throw your money away! Likewise, our data plans are meant to be used for roaming, so you can buy them when you are abroad and are not meant to be used at home. 
 

What is Dual SIM? 

Dual SIM gives you the convenience of having two cellular connectivity providers on a single iPhone. You can have separate providers for personal and business, add an additional line when traveling internationally, or purchase a separate data plan. 

On iPhone XS, iPhone XS Max and iPhone XR, Dual SIM is a combination of a physical nano-SIM and an eSIM, which is a digital SIM that allows you to activate a cellular plan without having to use a physical nano-SIM.  
 

Where is 4G LTE available? 

4G LTE access may vary depending on signal quality and coverage but it is available in: 

Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, Germany, Gibraltar, Greece, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Latvia, Liechtenstein, Luxembourg, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Russia, Slovakia, Slovenia, South Africa, Spain, Sweden, Turkey, and the United Kingdom. 

The following countries only have 2G/3G coverage for now: 

Antigua And Barbuda, Argentina, Barbados, Bermuda, Brazil, Cambodia, Chile, Colombia, Costa Rica, El Salvador, Faroe Islands, Finland, French Guiana, Grenada, Guadeloupe, Guatemala, Guernsey, Guyana, Honduras, India, Indonesia, Isle Of Man, Jamaica, Japan, Jersey, Lithuania, Malaysia, Martinique, Mexico, Monaco, Mongolia, Montenegro, Montserrat, Nicaragua, Paraguay, Peru, Puerto Rico, Reunion, Saint Kitts And Nevis, Saint Lucia, Saudi Arabia, Suriname, Switzerland, Thailand, Trinidad And Tobago, Tunisia, Turks And Caicos Islands, Uruguay, USA and Vietnam. 

 

Is it possible to buy multiple plans at the same time?

You may only use one plan at a time. However, you can purchase a maximum of five plans at once. This is useful if, for example, you are already using a European plan but travel to Australia. As soon as you land and buy a local Australia plan, the My Truphone app will detect your location and automatically switch to the Australian data bundle. When you return, and if your European plan is still active, the app will revert to your European data bundle.

How would I know which plan can be purchased in each location?

The My Truphone app will automatically list the plans available based on your current location. There is also a useful feature called ‘Best Choice’ which shows the most popular plan among other customers near you.

 

How would I know which plan is being spent if I have multiple data allowances in my account?

If you have purchased more than one plan, each of them will show up on the main screen. If more than one plan is available to use in your location, they will be used up in the order that you bought them. In other words, the first data bundle you buy will be the active plan—it will appear above the queued plan(s) and consumed first.

Should data from your active plan run out, it will disappear from the screen and the app will switch you to the queued plan’s allowance automatically.

In the case that only one plan is available in your current location, it is this plan that will remain active—regardless of when you bought it. The other will be greyed out until you connect in a location the plan supports.

Our award-winning support staff are available 24/7/365