![](\"https://www.datocms-assets.com/50740/1649739818-untitled.png\")
When only the new iPhone is present (old iPhone is not available).
\nWhen both the old and new iPhones are present.
\n*Note: You must complete the iOS buddy helper flow to reinstall the eSIM.
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"}},"enableRecaptcha":true,"recaptchaRequiredMessage":"Please verify you are human"},{"type":"DatoCmsCaseManagementGeneralInquiryCase","caseProduct":"esim_consumer","caseType":"general_enquiry","caseCategory":"apple_product"}],"conditions":[]}},{"node":{"id":"96648110","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"You can find out how much data you have left by going to your home screen and selecting Settings > Mobile (Cellular) Data > Manage Truphone Account.
\nThere may be a number of reasons why you cannot use the Mobile/Cellular Data service. Here are some troubleshooting steps that you can try to resolve the issue.
1. Do You Have Coverage?
If you find yourself in an area with no, or limited coverage, 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.
2. Do You Have Mobile/Cellular Data Enabled?
Handsets have Mobile/Cellular Data settings that will allow you to switch the Data service on or off. Please ensure that you have switched this on when not connected to Wi-Fi.
3. Have You Enabled Data Roaming?
When you are using the Mobile/Cellular Data service overseas, you will need to switch on Data Roaming. For more information, please refer to What Is Data Roaming?
\n4. Are You Using The Correct Data Settings?
\nIf you can connect to the internet via Wi-Fi but having difficulties when using the Mobile/Cellular Data service, you may be using the wrong connection settings. For more information, please refer to Setting Up Data On Your Handset.
5. Have You Reached Your Monthly Data Cap Allowance?
Note: Only applicable to Business/Enterprise customers. If you are roaming in a country that is not covered by your plan and/or add-on and have exceeded your Data Cap limit, you will not be able to use the Mobile/Cellular Data service until you purchase a data add on or increase your Data Cap limit. For more information, please refer to What Is A Truphone Data Cap?
\n6. Is It Impacting the Data Service in General Or Is It Isolated To A Specific Application?
\nIf you try accessing a standard web page and it works fine then your issue is more likely application specific. We recommend you to speak to the application provider or for business customers, contact your IT department.
7. Have You Restarted the Device?
From time to time, smart phones and other devices can start acting not so smart. You should always try a full power-down restart and see if that helps.
8. Does Anyone Else Have Issues?
Check if anyone else using a Truphone SIM is receiving signal. If you are the only one not receiving signal from the network, the issue is likely to be device specific.
\nNeed More Help - Contact Us!
\nIf none of the above helped resolve the issue:
\nTo help speed up troubleshooting so we can get things working for you as quickly as possible, please take note of the following:
\nEnsure that your cellular iPad model is from 2018 and later to use Truphone Plans.
"}}},{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"ipad-transfer-plan-failed","label":"Have you tried these troubleshooting tips?","emailLabel":"","options":[{"text":"Yes","value":"Yes"}],"initiallyCollapsed":false,"article":{"id":"16304060","title":"Transferring a Plan to a New iPad Device","subtitle":"This article contains the steps on how to transfer an existing iPad plan to a new iPad device.","content":"If you have a new iPad and you want to transfer your data plan from the old iPad, follow the below steps:
\nPlease note, that only active plans can be transferred, and you will not be able to transfer your data plan back to the old device.
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\nThe Apple SIM comes pre-installed with selected iPad Wi-Fi and Cellular models. The SIM allows you to make use of cellular (mobile) data on your iPad. When you buy one of our plans you will be asked to download a Truphone SIM/profile onto your Apple SIM allowing you to make use of our network.
Truphone Data Plan for iPad SIM
The Truphone Data Plan for iPad SIM service works with the Apple SIM to provide the Truphone Network to iPad customers.
\nWhen you buy a Truphone plan on your iPad, you also download a Truphone SIM onto your Apple SIM. This allows you to connect to the Truphone network and make use of your data allowance in more than 40 supported countries.
\n
What Devices does the Truphone Data Plan for iPad Service Work with?
Truphone is compatible with an array of iPad models. Your device must be running on iOS 11.0 & for a complete list of supported models, please refer to the eSIM column on this Apple website.
\nFor first time buyers in the UK, Poland, Hong Kong and Spain, the minimum iOS requirement is 10.3 for you to be able to download the eSIM, topup, and use the service in more than 40 countries.
\nNote:
\n- After the 5th of July 2020, we will no longer support iPad models launched before Oct 2018 if used in Australia .
\n- Starting November 19 2020, we will only sell plans to customers with iPads that support eSIM.
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"}}},{"type":"DatoCmsCaseManagementProvisionCase","caseProduct":"acme","caseType":"provision","caseCategory":"terminate_subscription","caseReason":"apple_product","caseServiceLoss":""}],"conditions":[{"fieldName":"plan-number","condition":"any","negate":false,"value":"Yes","nextField":{"id":"103112746"}}]}},{"node":{"id":"92227940","locale":"en","fields":[{"type":"DatoCmsContactSupportFormOptionGroup","fieldName":"subcategory-product-inquiry","label":"","emailLabel":"Product inquiry","options":[{"text":"Purchasing or activating a plan","value":""},{"text":"Transfer plan","value":""},{"text":"Account management","value":""},{"text":"How much data do I have left?","value":""}],"required":false,"requiredMessage":""},{"type":"DatoCmsCaseManagementGeneralInquiryCase","caseProduct":"acme","caseType":"general_enquiry","caseCategory":"apple_product"}],"conditions":[{"fieldName":"subcategory-product-inquiry","condition":"equals","negate":false,"value":"Purchasing or activating a plan","nextField":{"id":"95230912"}},{"fieldName":"subcategory-product-inquiry","condition":"equals","negate":false,"value":"Transfer plan","nextField":{"id":"95231847"}},{"fieldName":"subcategory-product-inquiry","condition":"equals","negate":false,"value":"Account management","nextField":{"id":"92266772"}},{"fieldName":"subcategory-product-inquiry","condition":"equals","negate":false,"value":"How much data do I have left?","nextField":{"id":"95235321"}}]}},{"node":{"id":"92917069","locale":"en","fields":[{"type":"DatoCmsContactSupportFormDecision","fieldName":"smartphone-connection-issue-cannot-get-online","label":"Try restarting your device.","emailLabel":"","options":[{"type":"DatoCmsContactSupportFormOption","text":"Done","value":""}],"required":false,"requiredMessage":""},{"type":"DatoCmsCaseManagementCustomerFaultCase","caseProduct":"esim_consumer","caseType":"customer_fault","caseCategory":"data_loss","caseReason":"apple_product"}],"conditions":[{"fieldName":"smartphone-connection-issue-cannot-get-online","condition":"equals","negate":false,"value":"Done","nextField":{"id":"96639952"}}]}},{"node":{"id":"93450820","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"smartphone-latest-version-question","label":"Are you running the latest version of the app?","emailLabel":"","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":null,"required":true},{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"Check you have the latest version via the App Store or Google Play Store.
"}}},{"type":"DatoCmsCaseManagementProvisionCase","caseProduct":"esim_consumer","caseType":"provision","caseCategory":"transfer_subscription","caseReason":"apple_product","caseServiceLoss":""}],"conditions":[{"fieldName":"smartphone-latest-version-question","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"93452147"}},{"fieldName":"smartphone-latest-version-question","condition":"equals","negate":false,"value":"No","nextField":{"id":"93452131"}}]}},{"node":{"id":"92914613","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"Compatible phones are listed in the support article below.
"}}},{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"compatible-smartphone","label":"Is your smartphone compatible?","emailLabel":"","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":true,"article":{"id":"16301764","title":"Compatible phones","subtitle":"Devices compatible with the My Truphone app.","content":"My Truphone app is compatible with eSIM enabled devices.
\nFurthermore, your device must not be locked to a specific network by your current provider. For more information read: \"Device is locked\".
","slug":"compatible-phones","supportProducts":[{"id":"16303147"}]},"required":true},{"type":"DatoCmsCaseManagementCustomerFaultCase","caseProduct":"esim_consumer","caseType":"customer_fault","caseCategory":"esim_activation","caseReason":"apple_product"}],"conditions":[{"fieldName":"compatible-smartphone","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"97118688"}},{"fieldName":"compatible-smartphone","condition":"equals","negate":false,"value":"No","nextField":{"id":"97113499"}}]}},{"node":{"id":"98086742","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextField","fieldName":"plan-id","label":"Plan ID","emailLabel":"","required":true,"requiredMessage":"Enter your plan ID","pattern":"","patternMessage":"","maxLength":255},{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"Open the app and click on your plan to find your plan ID.
"}}},{"type":"DatoCmsCaseManagementProvisionCase","caseProduct":"esim_consumer","caseType":"provision","caseCategory":"terminate_subscription","caseReason":"apple_product","caseServiceLoss":""}],"conditions":[{"fieldName":"plan-id","condition":"any","negate":false,"value":"","nextField":{"id":"102055623"}}]}},{"node":{"id":"102857285","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextField","fieldName":"email","label":"Email","emailLabel":"Email","required":true,"requiredMessage":"Enter your email","pattern":"^[a-zA-Z0-9.!#$%&’*+/=?^_`{|}~-]+@[a-zA-Z0-9-]+(?:\\.([a-zA-Z0-9-]){2,63})+$","patternMessage":"Enter a valid email","maxLength":255},{"type":"DatoCmsContactSupportFormTextArea","fieldName":"comment","label":"What is your issue?","emailLabel":"Issue description","required":true,"requiredMessage":"Enter your issue description","maxLength":65535},{"type":"DatoCmsContactSupportFormSubmitButton","buttonText":"Submit","thankYouMessageNode":{"childMarkdownRemark":{"html":"Thank you for submitting your support request - we'll send your case number to the email address you provided and we'll get back to you within 24-48 hours.
"}},"enableRecaptcha":true,"recaptchaRequiredMessage":"Please verify you are human"},{"type":"DatoCmsCaseManagementProvisionCase","caseProduct":"esim_consumer","caseType":"provision","caseCategory":"account_details","caseReason":"account_admin","caseServiceLoss":""}],"conditions":[]}},{"node":{"id":"16305947","locale":"en","fields":[{"type":"DatoCmsContactSupportFormDateField","fieldName":"termination-date","label":"What was the termination date?","emailLabel":"Termination date","required":true,"requiredMessage":"Enter the termination date"},{"type":"DatoCmsCaseManagementProvisionCase","caseProduct":"apple_watch","caseType":"provision","caseCategory":"plan_purchase","caseReason":"apple_product","caseServiceLoss":""}],"conditions":[{"fieldName":"termination-date","condition":"any","negate":false,"value":"","nextField":{"id":"16305938"}}]}},{"node":{"id":"16305964","locale":"en","fields":[{"type":"DatoCmsContactSupportFormDateField","fieldName":"termination-date","label":"What was the termination date?","emailLabel":"Termination date","required":true,"requiredMessage":"Enter the termination date"},{"type":"DatoCmsContactSupportFormDateField","fieldName":"last-transaction-date","label":"Date of the last transaction","emailLabel":"Last transaction date","required":true,"requiredMessage":"Enter the last transaction date"},{"type":"DatoCmsCaseManagementProvisionCase","caseProduct":"apple_watch","caseType":"provision","caseCategory":"terminate_subscription","caseReason":"apple_product","caseServiceLoss":""}],"conditions":[{"fieldName":"last-transaction-date","condition":"any","negate":false,"value":"","nextField":{"id":"16305915"}}]}},{"node":{"id":"16305943","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextField","fieldName":"apple-watch-phone-number","label":"Your Apple Watch phone number","emailLabel":"Your Apple Watch phone number","required":true,"requiredMessage":"Enter your Apple Watch phone number","pattern":"","patternMessage":"","maxLength":255},{"type":"DatoCmsContactSupportFormTextField","fieldName":"last-four-digits","label":"The last 4 digits of your saved credit card","emailLabel":"Last 4 digits of your saved card","required":true,"requiredMessage":"Enter the last 4 digits of your saved credit card","pattern":"\\d{4}","patternMessage":"Must be 4 digits","maxLength":4},{"type":"DatoCmsContactSupportFormEidField","fieldName":"eid","label":"What is your Apple Watch EID?","emailLabel":"Your Apple Watch EID","required":true,"requiredMessage":"Enter your Apple Watch EID","patternMessage":"EID must be 32 digits"},{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"","label":"","emailLabel":"","options":[],"initiallyCollapsed":true,"article":{"id":"16301693","title":"EID","subtitle":"How to locate your EID. ","content":"The EID is a 32-digit number that is unique to the eSIM inside your Apple Watch. Every EID on every Apple watch is different.
\nYou need your EID to buy a mobile/cellular plan on your Apple Watch.
\nWhere to find your Apple Watch EID.
\nYou may find the Watch EID in one of the following places:
\nOption 1:
\nOption 2:
\nYour EID is printed on the back of the box your Apple Watch was packaged in.
*Note: using this method means you must enter in 32 digits without error during check out.
Option 3:
\n*Note: You can copy your EID from here, but you cannot purchase a plan via your Apple Watch. You can only checkout on your iPhone or desktop.
\nWe recommend option 1 — navigate to the “About” screen in the Apple Watch App and press and hold on the EID number to copy it.
\nYou can then paste this into the subscription page on the Truphone website during checkout.
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"}},"enableRecaptcha":true,"recaptchaRequiredMessage":"Please verify you are human"},{"type":"DatoCmsCaseManagementProvisionCase","caseProduct":"apple_watch","caseType":"provision","caseCategory":"terminate_subscription","caseReason":"apple_product","caseServiceLoss":""}],"conditions":[]}},{"node":{"id":"16305763","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"connection-issue-no-data","label":"Have you tried these troubleshooting tips?","emailLabel":"Troubleshooting tips attempted","options":[{"text":"Yes","value":""}],"initiallyCollapsed":false,"article":{"id":"16302211","title":"Issues with Data & Applications","subtitle":"Quick guide for data & apps issues on an Apple Watch.","content":"Our Apple Watch plan can only be used in the country chosen when you buy the plan. Data will not work if you’re outside of the country chosen.
\nUnable to use data using the watch
\nWe highly recommend avoiding to Unpair, Reset the watch, or Remove Cellular when experiencing service issues. This may lead to accidental deletion of your eSIM. For more help, please feel free to contact ask@truphone.com & provide the following:
\n\n
Unable to use applications on the watch
\nTruphone’s Apple Watch plan has unlimited voice, SMS & data. If your data service is working yet, one or more applications installed in the watch are having issues:
\nFor instructions on how to navigate the watch, please see https://support.apple.com/en-gb/guide/watch/apd06bc15da1/watchos.
\nIf none of the above helped, please contact Apple Support.
","slug":"issues-with-data-and-applications-on-an-apple-watch","supportProducts":[{"id":"16301904"}]},"required":true},{"type":"DatoCmsCaseManagementCustomerFaultCase","caseProduct":"apple_watch","caseType":"customer_fault","caseCategory":"data_loss","caseReason":"apple_product"}],"conditions":[{"fieldName":"connection-issue-no-data","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305840"}}]}},{"node":{"id":"16306008","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"connection-issue-no-sms","label":"Have you tried these troubleshooting tips?","emailLabel":"Troubleshooting tips attempted","options":[{"text":"Yes","value":""}],"initiallyCollapsed":false,"article":{"id":"16302988","title":"Issues with Text Messages","subtitle":"Quick guide for text message issues on an Apple Watch.","content":"Our Apple Watch plan can only be used in the country chosen when you buy the plan. Sending or Receiving text messages to & from international destination or premium numbers is not currently possible. Also, the Apple Watch plan does not support MMS at this moment.
\nUnable to send text messages (SMS) using the watch
\nWe highly recommend avoiding to Unpair, Reset the watch, or Remove Cellular when experiencing service issues. This may lead to accidental deletion of your eSIM. For further help, feel free to contact us via the Webform.
\n\nUnable to receive text messages (SMS) using the watch
\nWe highly recommend avoiding to Unpair, Reset the watch, or Remove Cellular when experiencing service issues. This may lead to accidental deletion of your eSIM. For further help, feel free to contact us via the Webform.
","slug":"issues-with-text-messages-on-an-apple-watch","supportProducts":[{"id":"16301904"}]},"required":true},{"type":"DatoCmsCaseManagementCustomerFaultCase","caseProduct":"apple_watch","caseType":"customer_fault","caseCategory":"sms_send_or_receive","caseReason":"apple_product"}],"conditions":[{"fieldName":"connection-issue-no-sms","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305955"}}]}},{"node":{"id":"16306017","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"connection-issue-no-calls","label":"Have you tried these troubleshooting tips?","emailLabel":"Troubleshooting tips attempted","options":[{"text":"Yes","value":""}],"initiallyCollapsed":false,"article":{"id":"16301905","title":"Issues with Voice Calls","subtitle":"Quick guide for voice call issues on an Apple Watch.","content":"Our Apple Watch plan can only be used in the country chosen when you buy the plan. Making & Receiving calls to & from international destination or premium numbers is not currently possible.
\nUnable to make calls using the watch
\nWe highly recommend avoiding to Unpair, Reset the watch, or Remove Cellular when experiencing service issues. This may lead to accidental deletion of your eSIM. For further help, feel free to contact us via the Webform.
\nUnable to receive calls using the watch
\nRestart the watch then make sure that the watch has good coverage before calling the watch using a different device.
\nWe highly recommend avoiding to Unpair, Reset the watch, or Remove Cellular when experiencing service issues. This may lead to accidental deletion of your eSIM. For further help, feel free to contact us via the Webform.
","slug":"issues-with-voice-calls-on-an-apple-watch","supportProducts":[{"id":"16301904"}]},"required":true},{"type":"DatoCmsCaseManagementCustomerFaultCase","caseProduct":"apple_watch","caseType":"customer_fault","caseCategory":"voice_make_or_receive","caseReason":"apple_product"}],"conditions":[{"fieldName":"connection-issue-no-calls","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16306136"}}]}},{"node":{"id":"16305914","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"connection-issue-no-service","label":"Have you tried these troubleshooting tips?","emailLabel":"Troubleshooting tips attempted","options":[{"text":"Yes","value":""}],"initiallyCollapsed":false,"article":{"id":"16302211","title":"Issues with Data & Applications","subtitle":"Quick guide for data & apps issues on an Apple Watch.","content":"Our Apple Watch plan can only be used in the country chosen when you buy the plan. Data will not work if you’re outside of the country chosen.
\nUnable to use data using the watch
\nWe highly recommend avoiding to Unpair, Reset the watch, or Remove Cellular when experiencing service issues. This may lead to accidental deletion of your eSIM. For more help, please feel free to contact ask@truphone.com & provide the following:
\n\n
Unable to use applications on the watch
\nTruphone’s Apple Watch plan has unlimited voice, SMS & data. If your data service is working yet, one or more applications installed in the watch are having issues:
\nFor instructions on how to navigate the watch, please see https://support.apple.com/en-gb/guide/watch/apd06bc15da1/watchos.
\nIf none of the above helped, please contact Apple Support.
","slug":"issues-with-data-and-applications-on-an-apple-watch","supportProducts":[{"id":"16301904"}]},"required":true},{"type":"DatoCmsCaseManagementCustomerFaultCase","caseProduct":"apple_watch","caseType":"customer_fault","caseCategory":"registration_any_network","caseReason":"apple_product"}],"conditions":[{"fieldName":"connection-issue-no-service","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305786"}}]}},{"node":{"id":"16306189","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"compatible-apple-watch-article","label":"Is the new device a compatible Apple Watch with Cellular capabilities?","emailLabel":"New watch compatible","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":{"id":"16302210","title":"Compatible Apple Watches","subtitle":"Apple Watches that support Truphone mobile/cellular plans. ","content":"Truphone’s plans for Apple Watch Family Setup are compatible with the cellular Apple Watch Series 4 or later. We recommend using the latest Apple Watch software.
\n(Please check the Apple website for the most up-to-date list.)
\nYou need an iPhone for the initial set up of your plan on your Apple Watch. You may use iPhone 6s or later running on the latest iOS.
\n\n
What if my iPhone uses a different provider?
\nIf your iPhone is locked or have an existing plan from a different mobile operator, you can still use Truphone on your Apple Watch. The Truphone service is not dependent on the mobile provider used in your iPhone.
","slug":"compatible-apple-watches","supportProducts":[{"id":"16301904"}]},"required":true},{"type":"DatoCmsCaseManagementProvisionCase","caseProduct":"apple_watch","caseType":"provision","caseCategory":"transfer_subscription","caseReason":"apple_product","caseServiceLoss":""}],"conditions":[{"fieldName":"compatible-apple-watch-article","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305541"}},{"fieldName":"compatible-apple-watch-article","condition":"equals","negate":false,"value":"No","nextField":{"id":"16306090"}}]}},{"node":{"id":"16306129","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"compatible-apple-watch-article","label":"Do you have a compatible Apple Watch with Cellular capabilities?","emailLabel":"Compatible watch","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":{"id":"16302210","title":"Compatible Apple Watches","subtitle":"Apple Watches that support Truphone mobile/cellular plans. ","content":"Truphone’s plans for Apple Watch Family Setup are compatible with the cellular Apple Watch Series 4 or later. We recommend using the latest Apple Watch software.
\n(Please check the Apple website for the most up-to-date list.)
\nYou need an iPhone for the initial set up of your plan on your Apple Watch. You may use iPhone 6s or later running on the latest iOS.
\n\n
What if my iPhone uses a different provider?
\nIf your iPhone is locked or have an existing plan from a different mobile operator, you can still use Truphone on your Apple Watch. The Truphone service is not dependent on the mobile provider used in your iPhone.
","slug":"compatible-apple-watches","supportProducts":[{"id":"16301904"}]},"required":true},{"type":"DatoCmsCaseManagementCustomerFaultCase","caseProduct":"apple_watch","caseType":"customer_fault","caseCategory":"esim_activation","caseReason":"apple_product"}],"conditions":[{"fieldName":"compatible-apple-watch-article","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16306040"}},{"fieldName":"compatible-apple-watch-article","condition":"equals","negate":false,"value":"No","nextField":{"id":"16306090"}}]}},{"node":{"id":"97523915","locale":"en","fields":[{"type":"DatoCmsContactSupportFormDateField","fieldName":"failed-transaction-date","label":"Failed transaction date","emailLabel":"Failed transaction date","required":true,"requiredMessage":"Enter failed transaction date"},{"type":"DatoCmsCaseManagementProvisionCase","caseProduct":"apple_watch","caseType":"provision","caseCategory":"auto_renew","caseReason":"apple_product","caseServiceLoss":""}],"conditions":[{"fieldName":"failed-transaction-date","condition":"any","negate":false,"value":"","nextField":{"id":"16305882"}}]}},{"node":{"id":"16306054","locale":"en","fields":[{"type":"DatoCmsContactSupportFormDateField","fieldName":"failed-transaction-date","label":"Failed transaction date","emailLabel":"Failed transaction date","required":true,"requiredMessage":"Enter failed transaction date"},{"type":"DatoCmsCaseManagementProvisionCase","caseProduct":"apple_watch","caseType":"provision","caseCategory":"plan_purchase","caseReason":"apple_product","caseServiceLoss":""}],"conditions":[{"fieldName":"failed-transaction-date","condition":"any","negate":false,"value":"","nextField":{"id":"16305882"}}]}},{"node":{"id":"16306065","locale":"en","fields":[{"type":"DatoCmsContactSupportFormDecision","fieldName":"port-type","label":"Do you want to port in or port out?","emailLabel":"Port type","options":[{"type":"DatoCmsContactSupportFormOption","text":"Port in","value":""},{"type":"DatoCmsContactSupportFormOption","text":"Port out","value":""}],"required":true,"requiredMessage":""},{"type":"DatoCmsCaseManagementProvisionCase","caseProduct":"apple_watch","caseType":"provision","caseCategory":"port_out","caseReason":"number_porting","caseServiceLoss":""}],"conditions":[{"fieldName":"port-type","condition":"equals","negate":false,"value":"Port in","nextField":{"id":"16306021"}},{"fieldName":"port-type","condition":"equals","negate":false,"value":"Port out","nextField":{"id":"16306210"}}]}},{"node":{"id":"16306038","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"transfer-plan-to-new-watch-article","label":"Did this solve your issue?","emailLabel":"","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":{"id":"16301088","title":"Transferring Plans","subtitle":"Transfer a plan from one Watch to another. ","content":"If you want to transfer an active plan from one Watch to another, you can easily go online to the plan detail page and select “Transfer Plan”.
\nYou can only transfer an active plan to an Apple Watch that has no active plan or free trial (from Truphone or otherwise).
","slug":"transferring-plans","supportProducts":[{"id":"16301904"}]},"required":true},{"type":"DatoCmsCaseManagementGeneralInquiryCase","caseProduct":"apple_watch","caseType":"general_enquiry","caseCategory":"apple_product"}],"conditions":[{"fieldName":"transfer-plan-to-new-watch-article","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305948"}},{"fieldName":"transfer-plan-to-new-watch-article","condition":"equals","negate":false,"value":"No","nextField":{"id":"16305988"}}]}},{"node":{"id":"16305949","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"find-my-eid-article","label":"Did this solve your issue?","emailLabel":"","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":{"id":"16301693","title":"EID","subtitle":"How to locate your EID. ","content":"The EID is a 32-digit number that is unique to the eSIM inside your Apple Watch. Every EID on every Apple watch is different.
\nYou need your EID to buy a mobile/cellular plan on your Apple Watch.
\nWhere to find your Apple Watch EID.
\nYou may find the Watch EID in one of the following places:
\nOption 1:
\nOption 2:
\nYour EID is printed on the back of the box your Apple Watch was packaged in.
*Note: using this method means you must enter in 32 digits without error during check out.
Option 3:
\n*Note: You can copy your EID from here, but you cannot purchase a plan via your Apple Watch. You can only checkout on your iPhone or desktop.
\nWe recommend option 1 — navigate to the “About” screen in the Apple Watch App and press and hold on the EID number to copy it.
\nYou can then paste this into the subscription page on the Truphone website during checkout.
","slug":"how-to-locate-your-eid","supportProducts":[{"id":"16301904"}]},"required":true},{"type":"DatoCmsCaseManagementGeneralInquiryCase","caseProduct":"apple_watch","caseType":"general_enquiry","caseCategory":"apple_product"}],"conditions":[{"fieldName":"find-my-eid-article","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305948"}},{"fieldName":"find-my-eid-article","condition":"equals","negate":false,"value":"No","nextField":{"id":"16305988"}}]}},{"node":{"id":"16306043","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"buying-a-plan-article","label":"Did this solve your issue?","emailLabel":"","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":{"id":"16301869","title":"Buying a Plan","subtitle":"How to buy a mobile/cellular plan for Apple Watch. ","content":"If you have already paired your Apple Watch in Family Setup mode, you can go to https://go.truphone.com to buy a plan immediately.
\nAlternatively, you can go via the “Watch” app on your iPhone. To do this, open the iOS Watch app on your iPhone, scroll to Cellular and follow the onscreen instructions. If the Watch app is not on your device, search for Watch in the App store.
\nPlease make sure your Apple Watch is in Family Setup mode before trying to buy a plan from Truphone.
\nTo view the full guide, go to https://www.truphone.com/about/newsroom/how-to-add-a-mobile-plan-to-your-apple-watch/
","slug":"buying-a-plan","supportProducts":[{"id":"16301904"}]},"required":true},{"type":"DatoCmsCaseManagementGeneralInquiryCase","caseProduct":"apple_watch","caseType":"general_enquiry","caseCategory":"apple_product"}],"conditions":[{"fieldName":"buying-a-plan-article","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305948"}},{"fieldName":"buying-a-plan-article","condition":"equals","negate":false,"value":"No","nextField":{"id":"16305988"}}]}},{"node":{"id":"16306005","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"compatible-apple-watches-article","label":"Did this solve your issue?","emailLabel":"","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":{"id":"16302210","title":"Compatible Apple Watches","subtitle":"Apple Watches that support Truphone mobile/cellular plans. ","content":"Truphone’s plans for Apple Watch Family Setup are compatible with the cellular Apple Watch Series 4 or later. We recommend using the latest Apple Watch software.
\n(Please check the Apple website for the most up-to-date list.)
\nYou need an iPhone for the initial set up of your plan on your Apple Watch. You may use iPhone 6s or later running on the latest iOS.
\n\n
What if my iPhone uses a different provider?
\nIf your iPhone is locked or have an existing plan from a different mobile operator, you can still use Truphone on your Apple Watch. The Truphone service is not dependent on the mobile provider used in your iPhone.
","slug":"compatible-apple-watches","supportProducts":[{"id":"16301904"}]},"required":true},{"type":"DatoCmsCaseManagementGeneralInquiryCase","caseProduct":"apple_watch","caseType":"general_enquiry","caseCategory":"device_or_sim"}],"conditions":[{"fieldName":"compatible-apple-watches-article","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305948"}},{"fieldName":"compatible-apple-watches-article","condition":"equals","negate":false,"value":"No","nextField":{"id":"16305988"}}]}},{"node":{"id":"16305784","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"available-plans-faq","label":"Did this solve your issue?","emailLabel":"","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":{"id":"16302081","title":"Available Plans","subtitle":"Mobile/Cellular plans for Apple Watch.","content":"Truphone offers mobile connectivity plans for the Apple Watch Family Setup feature. Our plans enable the Apple Watch with a mobile number that can be used to make and receive voice calls and SMS, as well as to use mobile data services, such as Facetime or your installed Apps.
\nTruphone’s Apple Watch plans has unlimited allowance for Voice, SMS, and Data.
\nWith Apple Watch Family Setup, there is no need to share your mobile number or monthly mobile plan’s allowance with an iPhone. You can connect a Watch for your family member, and they will have their own mobile number.
\nWe offer plans with one fixed fee, with your choice of monthly or yearly. The price is always displayed. No contract is required, and you can stop your subscription online, at any time.
\nYou can start your subscription now at https://go.truphone.com
\n\n
Free Trials
\nTry us for free for 7 days!
\nIf you enjoy your trial, do nothing and your subscription will automatically start, and you will be charged for your plan once the trial period has ended. Cancel any time online, before your trial ends and you will not be charged at all.
\n\n
How many free trials can I have?
\nFree trial is available once per Apple Watch. The free trial will not be available if you have already subscribed to a Truphone plan previously.
\n\n
How many plans can I have?
\nYou can have as many watches as you like in your Truphone account however each individual Apple Watch can only have one active plan at a time.
\n\n
Upgrading and Downgrading Plans
\nThe ability to upgrade your plan from monthly to yearly plan or vice versa is coming very soon!
","slug":"available-plans","supportProducts":[{"id":"16301904"}]},"required":true},{"type":"DatoCmsCaseManagementGeneralInquiryCase","caseProduct":"apple_watch","caseType":"general_enquiry","caseCategory":"rates_and_tariff"}],"conditions":[{"fieldName":"available-plans-faq","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305948"}},{"fieldName":"available-plans-faq","condition":"equals","negate":false,"value":"No","nextField":{"id":"16305988"}}]}},{"node":{"id":"95315427","locale":"en","fields":[{"type":"DatoCmsContactSupportFormDecision","fieldName":"product-inquiry-next-action","label":"","emailLabel":"","options":[{"type":"DatoCmsCta","text":"See support center","href":"https://www.truphone.com/consumer/support/ipad/","title":"","openTab":true},{"type":"DatoCmsContactSupportFormOption","text":"Submit support request","value":""}],"required":false,"requiredMessage":""}],"conditions":[{"fieldName":"product-inquiry-next-action","condition":"equals","negate":false,"value":"Submit support request","nextField":{"id":"95315564"}}]}},{"node":{"id":"96639952","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"1. From your iPad, navigate to Settings.
\n2. Tap Cellullar or Mobile Data.
\n3. Tap Manage Truphone Account.
\n
4. Tap My Profile.
\n5. Tap on the pencil icon beside your registered email address.
\n6. Enter your new email address.
\n7. Enter your password to confirm the changes.
\n8. Tap Save.
\n9. A link will be sent to your new email address. Click on the verification link to update your email address completely.
","slug":"how-do-i-change-the-email-address-of-my-ipad-data-plan-account","supportProducts":[{"id":"16306375"}]},"required":true}],"conditions":[{"fieldName":"ipad-change-email-article","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305948"}},{"fieldName":"ipad-change-email-article","condition":"equals","negate":false,"value":"No","nextField":{"id":"95315427"}}]}},{"node":{"id":"98055645","locale":"en","fields":[{"type":"DatoCmsContactSupportFormSelect","fieldName":"how-often","label":"How often?","emailLabel":"How often","placeholder":"","options":[{"text":"Minutes","value":""},{"text":"Hours","value":""},{"text":"Days","value":""}],"required":true,"requiredMessage":"Field is required"}],"conditions":[{"fieldName":"how-often","condition":"any","negate":false,"value":"","nextField":{"id":"98064833"}}]}},{"node":{"id":"16305980","locale":"en","fields":[{"type":"DatoCmsContactSupportFormDecision","fieldName":"previous-cancel-request","label":"Have you previously submitted a request to cancel?","emailLabel":"Previous request","options":[{"type":"DatoCmsContactSupportFormOption","text":"Yes","value":""},{"type":"DatoCmsContactSupportFormOption","text":"No","value":""}],"required":true,"requiredMessage":""}],"conditions":[{"fieldName":"previous-cancel-request","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305569"}},{"fieldName":"previous-cancel-request","condition":"equals","negate":false,"value":"No","nextField":{"id":"16305943"}}]}},{"node":{"id":"97055786","locale":"en","fields":[{"type":"DatoCmsContactSupportFormDecision","fieldName":"purchased-from","label":"Did you buy the plan from the My Truphone app?","emailLabel":"","options":[{"type":"DatoCmsContactSupportFormOption","text":"Yes","value":"My Truphone"},{"type":"DatoCmsContactSupportFormOption","text":"No, another provider","value":"Truphone reseller"}],"required":false,"requiredMessage":""}],"conditions":[{"fieldName":"purchased-from","condition":"equals","negate":false,"value":"My Truphone","nextField":{"id":"92167801"}},{"fieldName":"purchased-from","condition":"equals","negate":false,"value":"Truphone reseller","nextField":{"id":"100702417"}}]}},{"node":{"id":"115828231","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextField","fieldName":"first-name","label":"First name","emailLabel":"First name","required":true,"requiredMessage":"Enter your first name","pattern":"","patternMessage":"","maxLength":255},{"type":"DatoCmsContactSupportFormTextField","fieldName":"last-name","label":"Last name","emailLabel":"Last name","required":true,"requiredMessage":"Enter your last name","pattern":"","patternMessage":"","maxLength":255},{"type":"DatoCmsContactSupportFormTextField","fieldName":"email","label":"Email","emailLabel":"Email","required":true,"requiredMessage":"Enter your email","pattern":"^[a-zA-Z0-9.!#$%&’*+/=?^_`{|}~-]+@[a-zA-Z0-9-]+(?:\\.([a-zA-Z0-9-]){2,63})+$","patternMessage":"Enter a valid email","maxLength":255},{"type":"DatoCmsContactSupportFormSubmitButton","buttonText":"Submit","thankYouMessageNode":{"childMarkdownRemark":{"html":"Thank you for submitting your support request - we'll send your case number to the email address you provided and we'll get back to you within 24-48 hours.
"}},"enableRecaptcha":true,"recaptchaRequiredMessage":"Please verify you are human"}],"conditions":[]}},{"node":{"id":"16306130","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"Oops! You might have deleted your plan. But don't worry we can help install it on your new Apple Watch.
"}}},{"type":"DatoCmsContactSupportFormEidField","fieldName":"eid","label":"Your new Apple Watch EID?","emailLabel":"New Apple Watch EID","required":true,"requiredMessage":"Enter your new Apple Watch EID","patternMessage":"EID must be 32 digits"},{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"","label":"","emailLabel":"","options":[],"initiallyCollapsed":true,"article":{"id":"16301693","title":"EID","subtitle":"How to locate your EID. ","content":"The EID is a 32-digit number that is unique to the eSIM inside your Apple Watch. Every EID on every Apple watch is different.
\nYou need your EID to buy a mobile/cellular plan on your Apple Watch.
\nWhere to find your Apple Watch EID.
\nYou may find the Watch EID in one of the following places:
\nOption 1:
\nOption 2:
\nYour EID is printed on the back of the box your Apple Watch was packaged in.
*Note: using this method means you must enter in 32 digits without error during check out.
Option 3:
\n*Note: You can copy your EID from here, but you cannot purchase a plan via your Apple Watch. You can only checkout on your iPhone or desktop.
\nWe recommend option 1 — navigate to the “About” screen in the Apple Watch App and press and hold on the EID number to copy it.
\nYou can then paste this into the subscription page on the Truphone website during checkout.
","slug":"how-to-locate-your-eid","supportProducts":[{"id":"16301904"}]},"required":false}],"conditions":[{"fieldName":"eid","condition":"any","negate":false,"value":"","nextField":{"id":"115828231"}}]}},{"node":{"id":"107663678","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextField","fieldName":"first-name","label":"First name","emailLabel":"First name","required":true,"requiredMessage":"Enter your first name","pattern":"","patternMessage":"","maxLength":255},{"type":"DatoCmsContactSupportFormTextField","fieldName":"last-name","label":"Last name","emailLabel":"Last name","required":true,"requiredMessage":"Enter your last name","pattern":"","patternMessage":"","maxLength":255},{"type":"DatoCmsContactSupportFormTextField","fieldName":"email","label":"Email","emailLabel":"Email","required":true,"requiredMessage":"Enter your email","pattern":"^[a-zA-Z0-9.!#$%&’*+/=?^_`{|}~-]+@[a-zA-Z0-9-]+(?:\\.([a-zA-Z0-9-]){2,63})+$","patternMessage":"Enter a valid email","maxLength":255},{"type":"DatoCmsContactSupportFormTextArea","fieldName":"comment","label":"Please describe your issue","emailLabel":"Issue description","required":true,"requiredMessage":"Enter your issue description","maxLength":65535},{"type":"DatoCmsContactSupportFormSubmitButton","buttonText":"Submit","thankYouMessageNode":{"childMarkdownRemark":{"html":"Thank you for submitting your support request - we'll send your case number to the email address you provided and we'll get back to you within 24-48 hours.
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4. Tap My Profile.
\n5. Tap Reset Password.
\n6. A link to reset your password will be sent to your registered email address.
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\nYou can find out how much data you have left by going to your home screen and selecting Settings > Mobile (Cellular) Data > Manage Truphone Account.
\nApart from the remaining data, this page will also tell you the number of days left to use your plan.
You may notice a difference between your allowance displayed on the Mobile (Cellular) Data Settings menu and the Truphone Account Screen. Please use the Truphone Account Screen as your way of finding out how much data you have left.
How Can I See What Has Used My Data?
You can see what apps have used the Mobile Data service by selecting Settings > Mobile (Cellular) Data. This also lists the amount of data usage per app.
\nThis is calculated for any mobile data plans you have used on your iPad. You can reset the statistics by tapping Reset Statistics at the bottom of the screen each time you buy a new plan.
Can I Use 4G/LTE?
We currently offer 4G/LTE in a number of our supported countries. We are working to roll 4G/LTE out to all of our supported countries and will update you as and when we do.
\nTo enable 4G/LTE on your device from your home screen, select Settings > Mobile Data (Cellular) > Mobile (Cellular) Data Options > Enable 4G/LTE. Please note, you don't need to enable Data Roaming for the plans to work.
See below the destinations we currently support 4G/LTE in:
\n| \n | \n | \n |
If you have a new iPad and you want to transfer your data plan from the old iPad, follow the below steps:
\nPlease note, that only active plans can be transferred, and you will not be able to transfer your data plan back to the old device.
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\n2. On your iPad, navigate to Settings. *Starting November 19 2020, we will only sell data plans to customers with iPads that support eSIM.
\n3. Tap Cellular or Mobile Data.
\n4. Tap Set Up Cellular or Mobile Data.
\n5. Select Truphone from the list of carriers.
\n6. Choose how much data allowance you need.
\n7. Enter your personal details and tap Continue.
\n8. Enter your payment details. *The currency you will use to pay for your first data plan will be the default currency when you purchase additional plans anywhere in the world.
\n9. Tap Checkout.
\n10. You will see a notification on the iPad screen and Truphone will appear in the top-left of the screen that shows that data is now active. *You can use your data plan in more than 40 supported countries.
\n\n\n\n\n","slug":"how-do-i-buy-a-truphone-mobile-data-plan-from-my-ipad","supportProducts":[{"id":"16306375"}]},"required":true}],"conditions":[{"fieldName":"ipad-purchasing-or-activating-plan-faq","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305948"}},{"fieldName":"ipad-purchasing-or-activating-plan-faq","condition":"equals","negate":false,"value":"No","nextField":{"id":"95315427"}}]}},{"node":{"id":"96072303","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"plan-transfer-successful","label":"Was the plan transfer successful?","emailLabel":"","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":null,"required":true}],"conditions":[{"fieldName":"plan-transfer-successful","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305948"}},{"fieldName":"plan-transfer-successful","condition":"equals","negate":false,"value":"No","nextField":{"id":"96081861"}}]}},{"node":{"id":"97718014","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"voice-issues","label":"","emailLabel":"","options":[],"initiallyCollapsed":false,"article":{"id":"16302134","title":"Voice, SMS, and phone numbers","subtitle":"Voice, SMS, and numbers on My Truphone.","content":"We do not currently support Voice and SMS on My Truphone, only data plans. However, we are working hard to bring this to you as soon as possible. Stay tuned!
","slug":"voice-sms-and-phone-numbers","supportProducts":[{"id":"16303147"}]},"required":true}],"conditions":[]}},{"node":{"id":"92914883","locale":"en","fields":[{"type":"DatoCmsContactSupportFormOptionGroup","fieldName":"connection-issues","label":"","emailLabel":"Connection issue","options":[{"text":"I can't get online","value":""},{"text":"Poor or intermittent connection","value":""},{"text":"Issues with voice calling","value":""}],"required":false,"requiredMessage":""}],"conditions":[{"fieldName":"connection-issues","condition":"equals","negate":false,"value":"I can't get online","nextField":{"id":"92917069"}},{"fieldName":"connection-issues","condition":"equals","negate":false,"value":"Poor or intermittent connection","nextField":{"id":"97766084"}},{"fieldName":"connection-issues","condition":"equals","negate":false,"value":"Issues with voice calling","nextField":{"id":"97718014"}}]}},{"node":{"id":"102809250","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"Please contact our partner reseller.
"}}}],"conditions":[]}},{"node":{"id":"97761567","locale":"en","fields":[{"type":"DatoCmsContactSupportFormSlider","fieldName":"signal-strength-slider","label":"What's your signal strength?","emailLabel":"Signal strength","required":true,"options":[{"text":"0","value":""},{"text":"1","value":""},{"text":"2","value":""},{"text":"3","value":""},{"text":"4","value":""},{"text":"5","value":""}]}],"conditions":[{"fieldName":"signal-strength-slider","condition":"any","negate":false,"value":"","nextField":{"id":"102227721"}}]}},{"node":{"id":"102055623","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextField","fieldName":"amount","label":"Amount you paid for the plan","emailLabel":"","required":true,"requiredMessage":"Enter the amount you paid for the plan","pattern":"","patternMessage":"","maxLength":255}],"conditions":[{"fieldName":"amount","condition":"any","negate":false,"value":"","nextField":{"id":"102055894"}}]}},{"node":{"id":"16305910","locale":"en","fields":[{"type":"DatoCmsContactSupportFormEidField","fieldName":"eid","label":"What is your Apple Watch EID?","emailLabel":"Your Apple Watch EID","required":true,"requiredMessage":"Enter your Apple Watch EID","patternMessage":"EID must be 32 digits"},{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"","label":"","emailLabel":"","options":[],"initiallyCollapsed":true,"article":{"id":"16301693","title":"EID","subtitle":"How to locate your EID. ","content":"The EID is a 32-digit number that is unique to the eSIM inside your Apple Watch. Every EID on every Apple watch is different.
\nYou need your EID to buy a mobile/cellular plan on your Apple Watch.
\nWhere to find your Apple Watch EID.
\nYou may find the Watch EID in one of the following places:
\nOption 1:
\nOption 2:
\nYour EID is printed on the back of the box your Apple Watch was packaged in.
*Note: using this method means you must enter in 32 digits without error during check out.
Option 3:
\n*Note: You can copy your EID from here, but you cannot purchase a plan via your Apple Watch. You can only checkout on your iPhone or desktop.
\nWe recommend option 1 — navigate to the “About” screen in the Apple Watch App and press and hold on the EID number to copy it.
\nYou can then paste this into the subscription page on the Truphone website during checkout.
","slug":"how-to-locate-your-eid","supportProducts":[{"id":"16301904"}]},"required":false},{"type":"DatoCmsContactSupportFormTextArea","fieldName":"error-message","label":"What is your error message?","emailLabel":"Error message","required":true,"requiredMessage":"Enter your error message","maxLength":255}],"conditions":[{"fieldName":"error-message","condition":"any","negate":false,"value":"","nextField":{"id":"16306213"}}]}},{"node":{"id":"16305938","locale":"en","fields":[{"type":"DatoCmsContactSupportFormSelect","fieldName":"new-plan-provider","label":"Who are you trying to purchase your new plan from?","emailLabel":"New plan provider","placeholder":"","options":[{"text":"Truphone","value":""},{"text":"Another provider","value":""}],"required":true,"requiredMessage":""}],"conditions":[{"fieldName":"new-plan-provider","condition":"any","negate":false,"value":"","nextField":{"id":"16305910"}}]}},{"node":{"id":"16305915","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextField","fieldName":"apple-watch-phone-number","label":"Your Apple Watch phone number","emailLabel":"Your Apple Watch phone number","required":true,"requiredMessage":"Enter your Apple Watch phone number","pattern":"","patternMessage":"","maxLength":255},{"type":"DatoCmsContactSupportFormTextField","fieldName":"last-four-digits","label":"The last 4 digits of your saved credit card","emailLabel":"Last 4 digits of your saved card","required":true,"requiredMessage":"Enter the last 4 digits of your saved credit card","pattern":"\\d{4}","patternMessage":"Must be 4 digits","maxLength":4},{"type":"DatoCmsContactSupportFormEidField","fieldName":"eid","label":"What is your Apple Watch EID?","emailLabel":"Your Apple Watch EID","required":true,"requiredMessage":"Enter your Apple Watch EID","patternMessage":"EID must be 32 digits"},{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"","label":"","emailLabel":"","options":[],"initiallyCollapsed":true,"article":{"id":"16301693","title":"EID","subtitle":"How to locate your EID. ","content":"The EID is a 32-digit number that is unique to the eSIM inside your Apple Watch. Every EID on every Apple watch is different.
\nYou need your EID to buy a mobile/cellular plan on your Apple Watch.
\nWhere to find your Apple Watch EID.
\nYou may find the Watch EID in one of the following places:
\nOption 1:
\nOption 2:
\nYour EID is printed on the back of the box your Apple Watch was packaged in.
*Note: using this method means you must enter in 32 digits without error during check out.
Option 3:
\n*Note: You can copy your EID from here, but you cannot purchase a plan via your Apple Watch. You can only checkout on your iPhone or desktop.
\nWe recommend option 1 — navigate to the “About” screen in the Apple Watch App and press and hold on the EID number to copy it.
\nYou can then paste this into the subscription page on the Truphone website during checkout.
","slug":"how-to-locate-your-eid","supportProducts":[{"id":"16301904"}]},"required":false}],"conditions":[{"fieldName":"eid","condition":"any","negate":false,"value":"","nextField":{"id":"16306209"}}]}},{"node":{"id":"16305862","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"Please follow these steps to cancel your plan.
"}}},{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"cancel-plan-faq","label":"","emailLabel":"","options":[],"initiallyCollapsed":false,"article":{"id":"16302153","title":"Cancelling Your Plan","subtitle":"How to cancel your plan.","content":"There are no fixed contracts and no commitments. You can easily cancel your plan online, going to your plan detail page and deactivating auto-renewal option.
\nYou will continue to have access to the service through to the end of your current billing period. Please bear in mind that once you reach the end of your paid billing period you will not be able to recover your current phone number.
\nIf you have bought a plan accidentally or need to cancel the plan immediately, please contact us via the Webform.
","slug":"cancelling-your-plan","supportProducts":[{"id":"16301904"}]},"required":false}],"conditions":[]}},{"node":{"id":"16306021","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"Unfortunately Truphone does not support porting-in from another mobile number yet.
"}}}],"conditions":[]}},{"node":{"id":"98064833","locale":"en","fields":[{"type":"DatoCmsContactSupportFormSlider","fieldName":"signal-strength-slider","label":"What's your signal strength?","emailLabel":"Signal strength","required":true,"options":[{"text":"0","value":""},{"text":"1","value":""},{"text":"2","value":""},{"text":"3","value":""},{"text":"4","value":""},{"text":"5","value":""}]}],"conditions":[{"fieldName":"signal-strength-slider","condition":"any","negate":false,"value":"","nextField":{"id":"100641501"}}]}},{"node":{"id":"95979794","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"receipt-email","label":"Do you see the receipt email?","emailLabel":"","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":null,"required":true}],"conditions":[{"fieldName":"receipt-email","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305948"}},{"fieldName":"receipt-email","condition":"equals","negate":false,"value":"No","nextField":{"id":"100514544"}}]}},{"node":{"id":"98878089","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"ipad-cannot-purchase-plan-article-plans","label":"Have you tried these troubleshooting tips?","emailLabel":"","options":[{"text":"Yes","value":""}],"initiallyCollapsed":false,"article":{"id":"16301541","title":"Truphone Data Plan for iPad - Our Plans","subtitle":"Overview on Data plans we offer for iPad, where to purchase, and list of supported destinations.","content":"What Plans Can I Buy?
We currently offer different local & global plans that can be used for a day or 30 days.
For a full list of supported countries, plans, and the cost in local currency, please refer to the Country Selector page.
Where Can I Buy And Use My Plan?
You can buy your first Truphone plan in local currency in the following countries:
\nOnce you have purchased your plan in any of above countries, you will be able to use and add more data in any of our supported destinations listed below:
\nUnfortunately our service only works on the compatible phones listed in the support article above.
"}}}],"conditions":[]}},{"node":{"id":"97119623","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"You can request your phone to be unlocked. Read the support article above for more information.
"}}}],"conditions":[]}},{"node":{"id":"97069633","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"smartphone-buying-more-data-faq","label":"Did this solve your issue?","emailLabel":"","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":{"id":"16301689","title":"Buying more data","subtitle":"How to buy more data.","content":"You can buy up to 5 data plans on your eSIM. As an existing customer open the My Truphone app and log in to your account. On the dashboard page, tap the green “Add data” button in the top right corner.
\nFrom here you will see all the plans available in your current location. To buy a plan for a different location, just tap the location button at the very top and select the location you want.
\nTo set your plan to auto-renew you will have to use a credit card (Apple pay does not support recurring payments). However, you can save your card details for faster checkout next time.
\nIt’s currently not possible to change a non-renewing plan to a renewing plan. However, you can purchase the same plan once this expires, and set it to auto-renew during checkout.
","slug":"buying-more-data","supportProducts":[{"id":"16303147"}]},"required":true}],"conditions":[{"fieldName":"smartphone-buying-more-data-faq","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305948"}},{"fieldName":"smartphone-buying-more-data-faq","condition":"equals","negate":false,"value":"No","nextField":{"id":"92847697"}}]}},{"node":{"id":"95848382","locale":"en","fields":[{"type":"DatoCmsContactSupportFormOptionGroup","fieldName":"purchase-or-activation-issues","label":"","emailLabel":"Purchase or activation issues","options":[{"text":"I didn't receive the account creation email","value":""},{"text":"I didn't get my receipt for my iPad data plan purchase","value":""},{"text":"I cannot purchase a plan","value":""}],"required":false,"requiredMessage":""}],"conditions":[{"fieldName":"purchase-or-activation-issues","condition":"equals","negate":false,"value":"I didn't receive the account creation email","nextField":{"id":"95916979"}},{"fieldName":"purchase-or-activation-issues","condition":"equals","negate":false,"value":"I didn't get my receipt for my iPad data plan purchase","nextField":{"id":"95979013"}},{"fieldName":"purchase-or-activation-issues","condition":"equals","negate":false,"value":"I cannot purchase a plan","nextField":{"id":"96049072"}}]}},{"node":{"id":"95920330","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"account-creation-email","label":"Do you see the Account Creation email?","emailLabel":"","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":null,"required":true}],"conditions":[{"fieldName":"account-creation-email","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305948"}},{"fieldName":"account-creation-email","condition":"equals","negate":false,"value":"No","nextField":{"id":"95924179"}}]}},{"node":{"id":"16305948","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"Great!\n
\nThank you for contacting Truphone.
Please first update to the latest version of the app and try again. We may have fixed the issue that you are experiencing.
"}}}],"conditions":[]}},{"node":{"id":"92724410","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"managing-esims-article","label":"Did this solve your issue?","emailLabel":"","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":{"id":"16301606","title":"Switching between SIMs","subtitle":"How to manage which SIM is supplying mobile data.","content":"You can only use one mobile plan at a time to provide your mobile data. To switch between SIMs to change where your data is coming from, follow these steps:
\n![](\"https://www.datocms-assets.com/50740/1636732365-switching-between-sims.jpg\")
Allowing data switching
\nTo allow your phone to automatically select which SIM to use data from depending on coverage and availability, turn on ‘Allow Mobile Data Switching’. Note, if you are roaming and only want to use your Truphone SIM for data, please make sure that Allow Mobile Data Switching is turned OFF. Your phone will automatically use data from both phone plans. This option is best for people who want to stay connected no matter what. There is no way to know which plan is being used at any one time.
\nIf you turn off Allow Mobile Data Switching and you receive and answer a Voice call on your Primary SIM whilst using data from your eSIM, then mobile data won't work whilst you are on your call.
\nTo turn on Allow Mobile Data Switching, follow these steps:
\n* Your data line switches automatically for the duration of your call. Mobile data switching will not work if you are currently Roaming and both eSIM are not set up to allow Data Roaming. Check with your provider for availability and to find out if additional fees apply.
","slug":"switching-between-sims","supportProducts":[{"id":"16303147"}]},"required":true}],"conditions":[{"fieldName":"managing-esims-article","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305948"}},{"fieldName":"managing-esims-article","condition":"equals","negate":false,"value":"No","nextField":{"id":"92847697"}}]}},{"node":{"id":"92723834","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"smartphone-using-the-app-article","label":"Did this solve your issue?","emailLabel":"","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":{"id":"16301824","title":"Using your data plan","subtitle":"How do I use data on my new eSIM?","content":"First make sure you have purchased a data plan from the My Truphone app. If it is your first data plan purchase you will be prompted to download your eSIM. Your plan will not become active until you have successfully downloaded your eSIM.
\nYou can choose to activate your plan immediately, or later.
\nIf you activate immediately, you'll be connected to the Truphone network within a few seconds. Make sure the Data Roaming switch is ON when using a Truphone plan.
\nTo ensure your phone is using your new Truphone eSIM data plan, and not your current physical SIM plan, select Truphone as your default line for data.
\nYou can switch between your eSIM & physical SIM data plans at any time, click here to see how. You can also allow both SIMs to be selected by your phone based on network coverage availability by enabling Data Switching.
\nIf you need to change your SIM preferences, go to:
\nTo turn on data roaming, go to:
\nTo make sure you are connected to the Truphone network you can check the Status icon at the top of your device.
","slug":"using-your-data-plan","supportProducts":[{"id":"16303147"}]},"required":true}],"conditions":[{"fieldName":"smartphone-using-the-app-article","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305948"}},{"fieldName":"smartphone-using-the-app-article","condition":"equals","negate":false,"value":"No","nextField":{"id":"92847697"}}]}},{"node":{"id":"92847697","locale":"en","fields":[{"type":"DatoCmsContactSupportFormDecision","fieldName":"product-inquiry-next-action","label":"","emailLabel":"","options":[{"type":"DatoCmsCta","text":"See support center","href":"https://www.truphone.com/consumer/support/my-truphone/","title":"","openTab":true},{"type":"DatoCmsContactSupportFormOption","text":"Submit support request","value":""}],"required":false,"requiredMessage":""}],"conditions":[{"fieldName":"product-inquiry-next-action","condition":"equals","negate":false,"value":"Submit support request","nextField":{"id":"92847759"}}]}},{"node":{"id":"92708031","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"smartphone-purchase-plans-faq","label":"Did this solve your issue?","emailLabel":"","options":[{"text":"Yes","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":{"id":"16301762","title":"How to buy a My Truphone data plan","subtitle":"Buy a My Truphone plan that works instantly.","content":"First, download the “My Truphone” app from the Apple App Store or Google Play Store and open it on your phone.
\nWhen opening the app, you will need to enable your location to display the relevant plans. We also advise that you accept \"Notifications\" so that we can occasionally communicate updates to you, such as when you are running low, or have run out, of data:
\nOn the plans page, you will see a list of data plans that cover your current location as well as regional and global plans for roaming. You can see plans that cover other locations by tapping the location button at the top of the screen and selecting a different country.
\nBefore first use, you will need to create an account (for security). You can use an existing account from Apple ID, Facebook or Google, or create an account with us using a valid email address and chosen username and password.
\nThen select the plan you want, and progress to checkout to complete the purchase.
\nDuring checkout you can set your plan to auto renew or delay activation for up to 30 days. If you have a promo code, make sure to enter it here before checking out.
\nYou can purchase with Google Pay, Apple Pay, Mastercard, American Express or Visa (Note: Apple Pay does not support auto renew).
\nOnce you've purchased your plan, the app will launch the eSIM helper. This configures your Truphone eSIM profile for download. To learn more click here. You can choose to activate your plan immediately, or later.
\nIf you activate immediately, you'll be connected to the Truphone network within a few seconds.*
\n*Make sure the Data Roaming switch is ON when using a Truphone plan.
","slug":"how-to-buy-a-my-truphone-data-plan","supportProducts":[{"id":"16303147"}]},"required":true}],"conditions":[{"fieldName":"smartphone-purchase-plans-faq","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305948"}},{"fieldName":"smartphone-purchase-plans-faq","condition":"equals","negate":false,"value":"No","nextField":{"id":"92847697"}}]}},{"node":{"id":"16305766","locale":"en","fields":[{"type":"DatoCmsContactSupportFormOptionGroup","fieldName":"connection-issues","label":"","emailLabel":"Connection issue","options":[{"text":"I have no service at all","value":""},{"text":"I can't make or receive calls","value":""},{"text":"I can't send/receive SMS","value":""},{"text":"I can't get online","value":""}],"required":false,"requiredMessage":""}],"conditions":[{"fieldName":"connection-issues","condition":"equals","negate":false,"value":"I have no service at all","nextField":{"id":"16305914"}},{"fieldName":"connection-issues","condition":"equals","negate":false,"value":"I can't make or receive calls","nextField":{"id":"16306017"}},{"fieldName":"connection-issues","condition":"equals","negate":false,"value":"I can't send/receive SMS","nextField":{"id":"16306008"}},{"fieldName":"connection-issues","condition":"equals","negate":false,"value":"I can't get online","nextField":{"id":"16305763"}}]}},{"node":{"id":"16305786","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"family-setup-article","label":"Have you paired your new Apple Watch for a Family Member?","emailLabel":"Apple Watch family setup mode","options":[{"text":"Yes","value":""},{"text":"No, it's for myself","value":""}],"initiallyCollapsed":false,"article":{"id":"16302156","title":"Family Setup","subtitle":"What is “Family Setup” on Apple Watch? ","content":"Apple Watches can support two different modes with Watch OS 7.
The first mode is for you, called “One Number”, where your iPhone and Apple Watch share the same mobile number and the same billing contract from the same operator.\n
The second mode is for family members, called “Family Setup”, where the Apple Watch is set up as a standalone device with its own mobile number and not linked to the mobile operator used for the iPhone. \n
Truphone can only offer mobile plans for Apple Watches set up in “Family Setup” mode. \n
When pairing the Apple Watch to your iPhone you must select the mode: “Setup for a family member.” If your Watch has been previously set up as One Number and you want to give this Watch to a family member, you must reset your Watch and repair it in this mode.\n
For more information, see Apple support to set up an Apple Watch for a family member.
","slug":"what-is-family-setup-on-apple-watch","supportProducts":[{"id":"16301904"}]},"required":true}],"conditions":[{"fieldName":"family-setup-article","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16306051"}},{"fieldName":"family-setup-article","condition":"equals","negate":false,"value":"No, it's for myself","nextField":{"id":"16306022"}}]}},{"node":{"id":"16305840","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"family-setup-article","label":"Have you paired your new Apple Watch for a Family Member?","emailLabel":"Apple Watch family setup mode","options":[{"text":"Yes","value":""},{"text":"No, it's for myself","value":""}],"initiallyCollapsed":false,"article":{"id":"16302156","title":"Family Setup","subtitle":"What is “Family Setup” on Apple Watch? ","content":"Apple Watches can support two different modes with Watch OS 7.
The first mode is for you, called “One Number”, where your iPhone and Apple Watch share the same mobile number and the same billing contract from the same operator.\n
The second mode is for family members, called “Family Setup”, where the Apple Watch is set up as a standalone device with its own mobile number and not linked to the mobile operator used for the iPhone. \n
Truphone can only offer mobile plans for Apple Watches set up in “Family Setup” mode. \n
When pairing the Apple Watch to your iPhone you must select the mode: “Setup for a family member.” If your Watch has been previously set up as One Number and you want to give this Watch to a family member, you must reset your Watch and repair it in this mode.\n
For more information, see Apple support to set up an Apple Watch for a family member.
","slug":"what-is-family-setup-on-apple-watch","supportProducts":[{"id":"16301904"}]},"required":true}],"conditions":[{"fieldName":"family-setup-article","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16305532"}},{"fieldName":"family-setup-article","condition":"equals","negate":false,"value":"No, it's for myself","nextField":{"id":"16306022"}}]}},{"node":{"id":"16306003","locale":"en","fields":[{"type":"DatoCmsContactSupportFormSelect","fieldName":"type-of-connection","label":"What type of connection is failing?","emailLabel":"Failing connection type","placeholder":"","options":[{"text":"A specific app or website","value":""},{"text":"All connection is failing","value":""}],"required":true,"requiredMessage":""}],"conditions":[{"fieldName":"type-of-connection","condition":"equals","negate":false,"value":"A specific app or website","nextField":{"id":"16306200"}},{"fieldName":"type-of-connection","condition":"equals","negate":false,"value":"All connection is failing","nextField":{"id":"16306203"}}]}},{"node":{"id":"16306200","locale":"en","fields":[{"type":"DatoCmsContactSupportFormDecision","fieldName":"another-device","label":"Does the app or website work from another device?","emailLabel":"Different device tried","options":[{"type":"DatoCmsContactSupportFormOption","text":"Yes","value":""},{"type":"DatoCmsContactSupportFormOption","text":"No","value":""}],"required":true,"requiredMessage":""}],"conditions":[{"fieldName":"another-device","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16306203"}},{"fieldName":"another-device","condition":"equals","negate":false,"value":"No","nextField":{"id":"16305752"}}]}},{"node":{"id":"16305752","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"This app or website may be experiencing service issues. Retry later.
"}}}],"conditions":[]}},{"node":{"id":"16306203","locale":"en","fields":[{"type":"DatoCmsContactSupportFormSelect","fieldName":"frequency-coverage-issues","label":"How frequently do you experience coverage issues?","emailLabel":"Frequency","placeholder":"","options":[{"text":"Once","value":""},{"text":"Occasionally","value":""},{"text":"Constantly","value":""}],"required":true,"requiredMessage":"Field is required"}],"conditions":[{"fieldName":"frequency-coverage-issues","condition":"any","negate":false,"value":"","nextField":{"id":"16306035"}}]}},{"node":{"id":"16306104","locale":"en","fields":[{"type":"DatoCmsContactSupportFormSelect","fieldName":"frequency-coverage-issues","label":"How frequently do you experience coverage issues?","emailLabel":"Frequency","placeholder":"","options":[{"text":"Once","value":""},{"text":"Occasionally","value":""},{"text":"Constantly","value":""}],"required":true,"requiredMessage":"Field is required"}],"conditions":[{"fieldName":"frequency-coverage-issues","condition":"any","negate":false,"value":"","nextField":{"id":"16305856"}}]}},{"node":{"id":"16306035","locale":"en","fields":[{"type":"DatoCmsContactSupportFormSlider","fieldName":"signal-strength-slider","label":"What's your Apple Watch signal strength?","emailLabel":"Signal strength","required":true,"options":[{"text":"0","value":""},{"text":"1","value":""},{"text":"2","value":""},{"text":"3","value":""},{"text":"4","value":""}]}],"conditions":[{"fieldName":"signal-strength-slider","condition":"any","negate":false,"value":"","nextField":{"id":"16305903"}}]}},{"node":{"id":"16305856","locale":"en","fields":[{"type":"DatoCmsContactSupportFormSlider","fieldName":"signal-strength-slider","label":"What's your Apple Watch signal strength?","emailLabel":"Signal strength","required":true,"options":[{"text":"0","value":""},{"text":"1","value":""},{"text":"2","value":""},{"text":"3","value":""},{"text":"4","value":""}]}],"conditions":[{"fieldName":"signal-strength-slider","condition":"any","negate":false,"value":"","nextField":{"id":"16306139"}}]}},{"node":{"id":"16306136","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"family-setup-article","label":"Have you paired your new Apple Watch for a Family Member?","emailLabel":"Apple Watch family setup mode","options":[{"text":"Yes","value":""},{"text":"No, it's for myself","value":""}],"initiallyCollapsed":false,"article":{"id":"16302156","title":"Family Setup","subtitle":"What is “Family Setup” on Apple Watch? ","content":"Apple Watches can support two different modes with Watch OS 7.
The first mode is for you, called “One Number”, where your iPhone and Apple Watch share the same mobile number and the same billing contract from the same operator.\n
The second mode is for family members, called “Family Setup”, where the Apple Watch is set up as a standalone device with its own mobile number and not linked to the mobile operator used for the iPhone. \n
Truphone can only offer mobile plans for Apple Watches set up in “Family Setup” mode. \n
When pairing the Apple Watch to your iPhone you must select the mode: “Setup for a family member.” If your Watch has been previously set up as One Number and you want to give this Watch to a family member, you must reset your Watch and repair it in this mode.\n
For more information, see Apple support to set up an Apple Watch for a family member.
","slug":"what-is-family-setup-on-apple-watch","supportProducts":[{"id":"16301904"}]},"required":true}],"conditions":[{"fieldName":"family-setup-article","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16306158"}},{"fieldName":"family-setup-article","condition":"equals","negate":false,"value":"No, it's for myself","nextField":{"id":"16306022"}}]}},{"node":{"id":"16305580","locale":"en","fields":[{"type":"DatoCmsContactSupportFormSelect","fieldName":"frequency-coverage-issues","label":"How frequently do you experience coverage issues?","emailLabel":"Frequency","placeholder":"","options":[{"text":"Once","value":""},{"text":"Occasionally","value":""},{"text":"Constantly","value":""}],"required":true,"requiredMessage":"Field is required"}],"conditions":[{"fieldName":"frequency-coverage-issues","condition":"any","negate":false,"value":"","nextField":{"id":"16306111"}}]}},{"node":{"id":"16306111","locale":"en","fields":[{"type":"DatoCmsContactSupportFormSlider","fieldName":"signal-strength-slider","label":"What's your Apple Watch signal strength?","emailLabel":"Signal strength","required":true,"options":[{"text":"0","value":""},{"text":"1","value":""},{"text":"2","value":""},{"text":"3","value":""},{"text":"4","value":""}]}],"conditions":[{"fieldName":"signal-strength-slider","condition":"any","negate":false,"value":"","nextField":{"id":"16306102"}}]}},{"node":{"id":"16306102","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextField","fieldName":"apple-watch-phone-number","label":"Your Apple Watch phone number","emailLabel":"Your Apple Watch phone number","required":true,"requiredMessage":"Enter your Apple Watch phone number","pattern":"","patternMessage":"","maxLength":255},{"type":"DatoCmsContactSupportFormTextField","fieldName":"contacts-phone-number","label":"Your contacts phone number","emailLabel":"Your contacts phone number","required":true,"requiredMessage":"Enter your contacts phone number","pattern":"","patternMessage":"","maxLength":255}],"conditions":[{"fieldName":"contacts-phone-number","condition":"any","negate":false,"value":"","nextField":{"id":"16306109"}}]}},{"node":{"id":"16306109","locale":"en","fields":[{"type":"DatoCmsContactSupportFormDateField","fieldName":"date-of-call-failure","label":"Date of call failure","emailLabel":"Date of call failure","required":true,"requiredMessage":"Enter date of call failure"},{"type":"DatoCmsContactSupportFormTimeField","fieldName":"time-of-call-failure","label":"Time of call failure","emailLabel":"Time of call failure","required":true,"requiredMessage":"Enter time of call failure"},{"type":"DatoCmsContactSupportFormSelect","fieldName":"incoming-or-outgoing","label":"Incoming or outgoing call?","emailLabel":"Call type","placeholder":"","options":[{"text":"Incoming","value":""},{"text":"Outgoing","value":""}],"required":true,"requiredMessage":""}],"conditions":[{"fieldName":"incoming-or-outgoing","condition":"any","negate":false,"value":"","nextField":{"id":"16305903"}}]}},{"node":{"id":"16305955","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"family-setup-article","label":"Have you paired your new Apple Watch for a Family Member?","emailLabel":"Apple Watch family setup mode","options":[{"text":"Yes","value":""},{"text":"No, it's for myself","value":""}],"initiallyCollapsed":false,"article":{"id":"16302156","title":"Family Setup","subtitle":"What is “Family Setup” on Apple Watch? ","content":"Apple Watches can support two different modes with Watch OS 7.
The first mode is for you, called “One Number”, where your iPhone and Apple Watch share the same mobile number and the same billing contract from the same operator.\n
The second mode is for family members, called “Family Setup”, where the Apple Watch is set up as a standalone device with its own mobile number and not linked to the mobile operator used for the iPhone. \n
Truphone can only offer mobile plans for Apple Watches set up in “Family Setup” mode. \n
When pairing the Apple Watch to your iPhone you must select the mode: “Setup for a family member.” If your Watch has been previously set up as One Number and you want to give this Watch to a family member, you must reset your Watch and repair it in this mode.\n
For more information, see Apple support to set up an Apple Watch for a family member.
","slug":"what-is-family-setup-on-apple-watch","supportProducts":[{"id":"16301904"}]},"required":true}],"conditions":[{"fieldName":"family-setup-article","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16306148"}},{"fieldName":"family-setup-article","condition":"equals","negate":false,"value":"No, it's for myself","nextField":{"id":"16306022"}}]}},{"node":{"id":"16306092","locale":"en","fields":[{"type":"DatoCmsContactSupportFormSelect","fieldName":"frequency-coverage-issues","label":"How frequently do you experience coverage issues?","emailLabel":"Frequency","placeholder":"","options":[{"text":"Once","value":""},{"text":"Occasionally","value":""},{"text":"Constantly","value":""}],"required":true,"requiredMessage":"Field is required"}],"conditions":[{"fieldName":"frequency-coverage-issues","condition":"any","negate":false,"value":"","nextField":{"id":"16305954"}}]}},{"node":{"id":"16305954","locale":"en","fields":[{"type":"DatoCmsContactSupportFormSlider","fieldName":"signal-strength-slider","label":"What's your Apple Watch signal strength?","emailLabel":"Signal strength","required":true,"options":[{"text":"0","value":""},{"text":"1","value":""},{"text":"2","value":""},{"text":"3","value":""},{"text":"4","value":""}]}],"conditions":[{"fieldName":"signal-strength-slider","condition":"any","negate":false,"value":"","nextField":{"id":"16306045"}}]}},{"node":{"id":"16306045","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextField","fieldName":"apple-watch-phone-number","label":"Your Apple Watch phone number","emailLabel":"Your Apple Watch phone number","required":true,"requiredMessage":"Enter your Apple Watch phone number","pattern":"","patternMessage":"","maxLength":255},{"type":"DatoCmsContactSupportFormTextField","fieldName":"contacts-phone-number","label":"Your contacts phone number","emailLabel":"Your contacts phone number","required":true,"requiredMessage":"Enter your contacts phone number","pattern":"","patternMessage":"","maxLength":255}],"conditions":[{"fieldName":"contacts-phone-number","condition":"any","negate":false,"value":"","nextField":{"id":"16306169"}}]}},{"node":{"id":"16306169","locale":"en","fields":[{"type":"DatoCmsContactSupportFormDateField","fieldName":"date-of-sms-failure","label":"Date of SMS failure","emailLabel":"Date of SMS failure","required":true,"requiredMessage":"Enter date of SMS failure"},{"type":"DatoCmsContactSupportFormTimeField","fieldName":"time-of-call-failure","label":"Time of SMS failure","emailLabel":"Time of SMS failure","required":true,"requiredMessage":"Enter time of SMS failure"},{"type":"DatoCmsContactSupportFormSelect","fieldName":"incoming-or-outgoing","label":"Incoming or outgoing SMS?","emailLabel":"Call type","placeholder":"","options":[{"text":"Incoming","value":""},{"text":"Outgoing","value":""}],"required":true,"requiredMessage":""}],"conditions":[{"fieldName":"incoming-or-outgoing","condition":"any","negate":false,"value":"","nextField":{"id":"16305903"}}]}},{"node":{"id":"16306142","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"Your plan only provides service in {plan}. Currently, we do not support roaming for Apple Watch.
"}}}],"conditions":[]}},{"node":{"id":"16305903","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextField","fieldName":"apple-watch-make-and-model","label":"Apple Watch make and model","emailLabel":"Apple Watch make and model","required":true,"requiredMessage":"Enter your make and model","pattern":"","patternMessage":"","maxLength":255},{"type":"DatoCmsContactSupportFormOutsideLink","title":"Identify your Apple Watch","subtitle":"Look up your Apple Watch model, collection and colour.","url":"https://support.apple.com/en-gb/HT204507#:~:text=Find%20your%20model%20number&text=Tap%20the%20My%20Watch%20tab,Tap%20the%20Model%20field."}],"conditions":[{"fieldName":"apple-watch-make-and-model","condition":"any","negate":false,"value":"","nextField":{"id":"16305953"}}]}},{"node":{"id":"16306139","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextField","fieldName":"apple-watch-make-and-model","label":"Apple Watch Make and Model","emailLabel":"Apple Watch Make and Model","required":true,"requiredMessage":"Enter your make and model","pattern":"","patternMessage":"","maxLength":255},{"type":"DatoCmsContactSupportFormOutsideLink","title":"Identify your Apple Watch","subtitle":"Look up your Apple Watch model, collection and colour.","url":"https://support.apple.com/en-gb/HT204507#:~:text=Find%20your%20model%20number&text=Tap%20the%20My%20Watch%20tab,Tap%20the%20Model%20field."}],"conditions":[{"fieldName":"apple-watch-make-and-model","condition":"any","negate":false,"value":"","nextField":{"id":"16306107"}}]}},{"node":{"id":"16305953","locale":"en","fields":[{"type":"DatoCmsContactSupportFormEidField","fieldName":"eid","label":"Your Apple Watch EID?","emailLabel":"Apple Watch EID","required":true,"requiredMessage":"Enter your Apple Watch EID","patternMessage":"EID must be 32 digits"},{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"","label":"","emailLabel":"","options":[],"initiallyCollapsed":true,"article":{"id":"16301693","title":"EID","subtitle":"How to locate your EID. ","content":"The EID is a 32-digit number that is unique to the eSIM inside your Apple Watch. Every EID on every Apple watch is different.
\nYou need your EID to buy a mobile/cellular plan on your Apple Watch.
\nWhere to find your Apple Watch EID.
\nYou may find the Watch EID in one of the following places:
\nOption 1:
\nOption 2:
\nYour EID is printed on the back of the box your Apple Watch was packaged in.
*Note: using this method means you must enter in 32 digits without error during check out.
Option 3:
\n*Note: You can copy your EID from here, but you cannot purchase a plan via your Apple Watch. You can only checkout on your iPhone or desktop.
\nWe recommend option 1 — navigate to the “About” screen in the Apple Watch App and press and hold on the EID number to copy it.
\nYou can then paste this into the subscription page on the Truphone website during checkout.
","slug":"how-to-locate-your-eid","supportProducts":[{"id":"16301904"}]},"required":false}],"conditions":[{"fieldName":"eid","condition":"any","negate":false,"value":"","nextField":{"id":"16305571"}}]}},{"node":{"id":"16306107","locale":"en","fields":[{"type":"DatoCmsContactSupportFormEidField","fieldName":"eid","label":"Your Apple Watch EID?","emailLabel":"Apple Watch EID","required":true,"requiredMessage":"Enter your Apple Watch EID","patternMessage":"EID must be 32 digits"},{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"","label":"","emailLabel":"","options":[],"initiallyCollapsed":true,"article":{"id":"16301693","title":"EID","subtitle":"How to locate your EID. ","content":"The EID is a 32-digit number that is unique to the eSIM inside your Apple Watch. Every EID on every Apple watch is different.
\nYou need your EID to buy a mobile/cellular plan on your Apple Watch.
\nWhere to find your Apple Watch EID.
\nYou may find the Watch EID in one of the following places:
\nOption 1:
\nOption 2:
\nYour EID is printed on the back of the box your Apple Watch was packaged in.
*Note: using this method means you must enter in 32 digits without error during check out.
Option 3:
\n*Note: You can copy your EID from here, but you cannot purchase a plan via your Apple Watch. You can only checkout on your iPhone or desktop.
\nWe recommend option 1 — navigate to the “About” screen in the Apple Watch App and press and hold on the EID number to copy it.
\nYou can then paste this into the subscription page on the Truphone website during checkout.
","slug":"how-to-locate-your-eid","supportProducts":[{"id":"16301904"}]},"required":false}],"conditions":[{"fieldName":"eid","condition":"any","negate":false,"value":"","nextField":{"id":"16306211"}}]}},{"node":{"id":"16305541","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"family-setup-article","label":"Have you paired your new Apple Watch for a Family Member?","emailLabel":"New watch family setup mode","options":[{"text":"Yes","value":""},{"text":"No, it's for myself","value":""}],"initiallyCollapsed":false,"article":{"id":"16302156","title":"Family Setup","subtitle":"What is “Family Setup” on Apple Watch? ","content":"Apple Watches can support two different modes with Watch OS 7.
The first mode is for you, called “One Number”, where your iPhone and Apple Watch share the same mobile number and the same billing contract from the same operator.\n
The second mode is for family members, called “Family Setup”, where the Apple Watch is set up as a standalone device with its own mobile number and not linked to the mobile operator used for the iPhone. \n
Truphone can only offer mobile plans for Apple Watches set up in “Family Setup” mode. \n
When pairing the Apple Watch to your iPhone you must select the mode: “Setup for a family member.” If your Watch has been previously set up as One Number and you want to give this Watch to a family member, you must reset your Watch and repair it in this mode.\n
For more information, see Apple support to set up an Apple Watch for a family member.
","slug":"what-is-family-setup-on-apple-watch","supportProducts":[{"id":"16301904"}]},"required":true}],"conditions":[{"fieldName":"family-setup-article","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16306151"}},{"fieldName":"family-setup-article","condition":"equals","negate":false,"value":"No, it's for myself","nextField":{"id":"16306022"}}]}},{"node":{"id":"16306151","locale":"en","fields":[{"type":"DatoCmsContactSupportFormSelect","fieldName":"which-option","label":"Which option did you select?","emailLabel":"Tranfer option","placeholder":"Choose option","options":[{"text":"Erase ALL & keep plan","value":""},{"text":"Erase ALL","value":""}],"required":true,"requiredMessage":""}],"conditions":[{"fieldName":"which-option","condition":"equals","negate":false,"value":"Erase ALL & keep plan","nextField":{"id":"16306041"}},{"fieldName":"which-option","condition":"equals","negate":false,"value":"Erase ALL","nextField":{"id":"16306130"}}]}},{"node":{"id":"16306041","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"Your plan is still linked to your account. You can access your plan from your plan detail page and select \"Transfer Plan.\"
"}}},{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"transfer-plans-article","label":"","emailLabel":"","options":[],"initiallyCollapsed":true,"article":{"id":"16301088","title":"Transferring Plans","subtitle":"Transfer a plan from one Watch to another. ","content":"If you want to transfer an active plan from one Watch to another, you can easily go online to the plan detail page and select “Transfer Plan”.
\nYou can only transfer an active plan to an Apple Watch that has no active plan or free trial (from Truphone or otherwise).
","slug":"transferring-plans","supportProducts":[{"id":"16301904"}]},"required":false}],"conditions":[]}},{"node":{"id":"16306090","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"Unfortunately our service only works on these compatible Apple Watches.
"}}}],"conditions":[]}},{"node":{"id":"16306040","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"family-setup-article","label":"Is your Apple Watch paired for a Family Member?","emailLabel":"Family setup mode","options":[{"text":"Yes","value":""},{"text":"No, it's for myself","value":""}],"initiallyCollapsed":false,"article":{"id":"16302156","title":"Family Setup","subtitle":"What is “Family Setup” on Apple Watch? ","content":"Apple Watches can support two different modes with Watch OS 7.
The first mode is for you, called “One Number”, where your iPhone and Apple Watch share the same mobile number and the same billing contract from the same operator.\n
The second mode is for family members, called “Family Setup”, where the Apple Watch is set up as a standalone device with its own mobile number and not linked to the mobile operator used for the iPhone. \n
Truphone can only offer mobile plans for Apple Watches set up in “Family Setup” mode. \n
When pairing the Apple Watch to your iPhone you must select the mode: “Setup for a family member.” If your Watch has been previously set up as One Number and you want to give this Watch to a family member, you must reset your Watch and repair it in this mode.\n
For more information, see Apple support to set up an Apple Watch for a family member.
","slug":"what-is-family-setup-on-apple-watch","supportProducts":[{"id":"16301904"}]},"required":true}],"conditions":[{"fieldName":"family-setup-article","condition":"equals","negate":false,"value":"Yes","nextField":{"id":"16306081"}},{"fieldName":"family-setup-article","condition":"equals","negate":false,"value":"No, it's for myself","nextField":{"id":"16306022"}}]}},{"node":{"id":"16306022","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"Unfortunately our service only currently works with Family Setup. We will be supporting One Number as soon as possible.
"}}}],"conditions":[]}},{"node":{"id":"16306081","locale":"en","fields":[{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"setup-issues-article","label":"Did you receive the notification?","emailLabel":"Notification received","options":[{"text":"Yes, but with an error message","value":""},{"text":"No","value":""}],"initiallyCollapsed":false,"article":{"id":"16301651","title":"Issues with Set Up","subtitle":"Common issues that occur during set up. ","content":"You Didn’t Receive the Notification
\nIf you completed your purchase and didn’t receive a notification on your device, you can manually set up your plan by:
\n![](\"https://www.datocms-assets.com/50740/1684990789-manual-set-up-apple-watch.png\")
\n\n
\n
Family Setup Mode
\nTruphone Apple Watch plan only works via the Family Setup feature. Please ensure that you have successfully paired your Apple Watch to the iPhone.
\nThe Family Member option is displayed if the Watch is in Family Setup mode. If this is not that case, you will have to unpair the Watch and repair in Family Setup mode.
\n\n
Pairing Issues
\nYour Apple Watch can only be paired to a single iPhone, ensure that it is not already connected to an existing device. If you are having trouble setting up your Truphone plan in the Apple Watch because of a pairing issue, you can go to the following Apple Support pages:
\n\n
Invalid EID
\nIf issue persists, you can contact us via the Webform for further assistance.
","slug":"issues-with-set-up","supportProducts":[{"id":"16301904"}]},"required":true}],"conditions":[{"fieldName":"setup-issues-article","condition":"any","negate":false,"value":"","nextField":{"id":"16305854"}}]}},{"node":{"id":"16305854","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextArea","fieldName":"describe-your-issue","label":"Describe your issue (Include any error messages)","emailLabel":"Issue description","required":true,"requiredMessage":"Enter your issue description","maxLength":255}],"conditions":[{"fieldName":"describe-your-issue","condition":"any","negate":false,"value":"","nextField":{"id":"16305573"}}]}},{"node":{"id":"16305880","locale":"en","fields":[{"type":"DatoCmsContactSupportFormSelect","fieldName":"subscription-type","label":"Subscription type?","emailLabel":"Subscription type","placeholder":"Choose option","options":[{"text":"Monthly","value":""},{"text":"Yearly","value":""}],"required":true,"requiredMessage":""}],"conditions":[{"fieldName":"subscription-type","condition":"any","negate":false,"value":"","nextField":{"id":"16305950"}}]}},{"node":{"id":"16305950","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextArea","fieldName":"what-error-message","label":"What error message are you getting?","emailLabel":"Error message","required":true,"requiredMessage":"Enter the error message","maxLength":255}],"conditions":[{"fieldName":"what-error-message","condition":"any","negate":false,"value":"","nextField":{"id":"16305578"}}]}},{"node":{"id":"16305578","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextField","fieldName":"last-four-digits","label":"The last 4 digits of your saved credit card","emailLabel":"Last 4 digits of your saved card","required":true,"requiredMessage":"Enter the last 4 digits of your saved credit card","pattern":"\\d{4}","patternMessage":"Must be 4 digits","maxLength":4}],"conditions":[{"fieldName":"last-four-digits","condition":"any","negate":false,"value":"","nextField":{"id":"16305573"}}]}},{"node":{"id":"16305573","locale":"en","fields":[{"type":"DatoCmsContactSupportFormEidField","fieldName":"eid","label":"What is your Apple Watch EID?","emailLabel":"Your Apple Watch EID","required":true,"requiredMessage":"Enter your Apple Watch EID","patternMessage":"EID must be 32 digits"},{"type":"DatoCmsContactSupportFormFeaturedArticle","fieldName":"","label":"","emailLabel":"","options":[],"initiallyCollapsed":true,"article":{"id":"16301693","title":"EID","subtitle":"How to locate your EID. ","content":"The EID is a 32-digit number that is unique to the eSIM inside your Apple Watch. Every EID on every Apple watch is different.
\nYou need your EID to buy a mobile/cellular plan on your Apple Watch.
\nWhere to find your Apple Watch EID.
\nYou may find the Watch EID in one of the following places:
\nOption 1:
\nOption 2:
\nYour EID is printed on the back of the box your Apple Watch was packaged in.
*Note: using this method means you must enter in 32 digits without error during check out.
Option 3:
\n*Note: You can copy your EID from here, but you cannot purchase a plan via your Apple Watch. You can only checkout on your iPhone or desktop.
\nWe recommend option 1 — navigate to the “About” screen in the Apple Watch App and press and hold on the EID number to copy it.
\nYou can then paste this into the subscription page on the Truphone website during checkout.
","slug":"how-to-locate-your-eid","supportProducts":[{"id":"16301904"}]},"required":false}],"conditions":[{"fieldName":"eid","condition":"any","negate":false,"value":"","nextField":{"id":"16306211"}}]}},{"node":{"id":"16305850","locale":"en","fields":[{"type":"DatoCmsContactSupportFormOptionGroup","fieldName":"cancel-plan-option","label":"","emailLabel":"","options":[{"text":"From the device","value":""},{"text":"From the app","value":""},{"text":"From customer support","value":""}],"required":false,"requiredMessage":""}],"conditions":[{"fieldName":"cancel-plan-option","condition":"equals","negate":false,"value":"From the device","nextField":{"id":"16305875"}},{"fieldName":"cancel-plan-option","condition":"equals","negate":false,"value":"From the app","nextField":{"id":"16305862"}},{"fieldName":"cancel-plan-option","condition":"equals","negate":false,"value":"From customer support","nextField":{"id":"16305980"}}]}},{"node":{"id":"16305875","locale":"en","fields":[{"type":"DatoCmsContactSupportFormTextContent","contentNode":{"childMarkdownRemark":{"html":"Important!
\nDeleting the plan from your device does not cancel your subscription.\n
\nPlease follow these steps to cancel your plan.
There are no fixed contracts and no commitments. You can easily cancel your plan online, going to your plan detail page and deactivating auto-renewal option.
\nYou will continue to have access to the service through to the end of your current billing period. Please bear in mind that once you reach the end of your paid billing period you will not be able to recover your current phone number.
\nIf you have bought a plan accidentally or need to cancel the plan immediately, please contact us via the Webform.
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