My Truphone

FAQ

617 Views 12 Nov 2018 FAQ

Why use My Truphone on my iPhone?

The My Truphone app lets you buy roaming data plans to get you connected globally—it works in 80 countries and we're always adding more.  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 series is 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 or 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.

In which countries can I use My Truphone data plan?

You can use the same data plan in almost 80 countries across Europe, Asia and the Americas.

These countries 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.

Make sure the roaming switch is ON when using a Truphone plan. You will find this under Settings > Mobile Data > Data Roaming.

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 the eSIM helper, which downloads a Truphone eSIM profile onto your device. You'll be connected to the Truphone network within a few seconds.

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?

All our plans are prepaid and have a fixed duration. No contracts. No tie-ins. No hassle. Just buy what you need, when you need it.

We partner with the best mobile network operators in the 80 countries the plans cover. You can start from a 1-day 300MB plan for small transactions all the way to a 1GB or 3GB plan to keep you connected for up to 30 days or when you use up your allowance.

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 you can buy a maximum of two 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 80 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. You can use the Truphone app to get the eSIM for data connectivity when you travel in 80 countries.

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.

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