My Truphone

FAQ

102,075 Views 17 Sep 2021 FAQ

Why use My Truphone?

The My Truphone app lets you buy roaming data plans to get you connected around the world.

Our Global plan works in 113 countries and territories. We also have a regional Europe-only plan as well as local plans for different regions such as Africa, Americas, Asia, Europe & Oceania.


What are the benefits of My Truphone?

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.

With an eSIM-enabled device, 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? 

My Truphone app is compatible with all iPhone eSIM enabled devices from iPhone Xs, iPhone Xs Max, iPhone XR, iPhone 11 series, iPhone 12 running iOS 12.1 & later or with Android devices such as Google Pixel 3, Google Pixel 3A, Google Pixel 4, Google Pixel 4 XL or Samsung Galaxy S20.

Furthermore, your device must be unlocked. For more information read the answer to: "What is a locked device?". To know more, contact us.
 

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

Yes! On iPhone XS, iPhone XS Max and iPhone XR, or with Google Pixel 3, Google Pixel 3a and Google Pixel 4, 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.

The Dual SIM Dual Standby technology in compatible iPhone or Android 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.
 

How do I buy a Truphone plan?

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

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


How do I use data on my new eSIM?
If you already have a SIM in your device, by default it will be labelled 'Primary' (and we will refer to it as that from here). Your new eSIM will be labelled 'Secondary'. You can rename these labels, and we suggest renaming the eSIM label to 'Truphone' or something similar.

If you don't want your current experience to change, select your Primary as your default line for all data, calls, and SMS. If you would like to start using your Truphone data straight away, select your Truphone eSIM for data during set up.

If you need to change your selection at any point later on, go to phone Settings > Mobile Data > Mobile Data. Note: You may need to turn data roaming on in your settings, this can be done by Settings > Mobile Data > 'Select eSIM label under "Data Plans' > Toggle Data Roaming to on.

How to top up data:
If you are getting close to using all your data and would like to purchase more, open up your MyTruphone  and select "Add Data". From here you will be able to purchase additional data for your eSIM.


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 20GB, depending on where you are travelling. Plans may last for 30 days except for the 300MB option which lasts for 24 hours. We have recently added local plans for Australia  Hong Kong, as well as a European regional plan which connects you in all 34 EU and EEA countries. Our latest addition is the United States Plus plan that covers any state in the US plus 36 destinations including Europe, Hong Kong and Australia. We are now also offering local plans for Switzerland.

You can find more details on these here.


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: make sure the roaming switch is ON when using a Truphone plan.

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.


How to activate my SBB plan?
Download and open the MyTruphone app and follow the flows to get started. Once on the plan screens, if you aren't already in Switzerland, tap the "Select Destination" drop down and select Switzerland, from here you will be presented with the option to scan a QR code. Scan the QR code sent to you by SBB and follow the prompts on screen


What if my ID scan fails:Make sure that the ID you are taking a picture of is clear and in good light, ensure that there is no glare and the camera is steady.


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. You can also select a destination and see what plans are available there.


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.


Buying a plan before you travel

Congratulations, you’re planning ahead. So, along with buying your travel insurance, checking your passport and booking hire cars, you can now purchase your data connectivity in advance.

Our new browse-and-buy feature allows you to buy a plan up to 30 days before you travel. Tap Select Destination on the top-right corner of the app, search for your destination from the list and choose the plan that works best for you.

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

(NOTE: Due to iOS settings, your iPhone will automatically switch to this plan even if you’re not planning on using it yet. You should switch back to your primary network through Settings > Mobile Data)

You’ll be able to see the plan queued up at the bottom of the home screen. When you land in your destination, tap it and switch to ‘Activate’. You won’t be able to pause the plan after that, so make sure you don’t activate the plan before you need it.

Remember: make sure the roaming switch is ON when using a Truphone plan.

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