GENERAL

What is a Tep+

The Tep+ Call & Messaging app is the best way to get in touch with anyone while abroad, thanks to rock-bottom international rates, as well as best-in-class call quality & reliability. With the Tep+ app, you can call and message anyone who has the app for free, and call and send SMS text messages to everyone else at the lowest possible rates.

How does Tep+ work?

Tep+ is built upon a truly unique VoIP platform which uses 9x less data (and 8x less battery) than any other mobile VoIP technology that's available today.

This translates into much better call quality, due to a lower network load, and reliable calls even in areas where there's weaker coverage or slower network speeds.

This makes it perfect for travellers looking for reliable and high-quality calls, wherever the road takes them.

Does using Tep+ require an internet connection?

Yes, Tep+ requires a working internet connection; either through your phone’s data connection (e.g. 2G, 3G, LTE, 4G) or a WiFi connection (e.g. while connected to your Teppy).

Do I need to be connected to a Teppy for Tep+ to work?

No, Tep+ works with any internet connection!

How much does it cost?

Tep+ is free to download, and app users can call and message each other for free! If you would like to make low-cost calls or send SMS text messages to numbers worldwide, you will need to add credit to your account.

Where can I download the app?

Tep+ is available for free on the App Store for Apple iOS devices and on Google Play for Android devices. Requires iOS 10 / Android 4.1 or later.

How is Tep+ different from Skype, Viber, WhatsApp or Facebook?

You can use Tep+ to make calls and send SMS text messages to any number worldwide, unlike Viber, WhatsApp and Facebook. Call and SMS charges are as low as they can possibly be, meaning that you’ll save over 220% on average versus Skype. Finally, Tep+ also boasts the best and most reliable call quality compared to all the other VoIP providers.

REGISTRATION & SETUP

Do I need to register?

The first time you launch the app, you will need to verify your phone number. A confirmation number will then be sent via SMS text message to your chosen number.

Once your number is confirmed, you’ll need to set a display name – your display name will only be visible to Tep+ users who have your number stored in their contacts. You can change your display name at any time later on. That’s it! No registration or password required.

Help, I’m not receiving the registration SMS text message!

First, make sure that you’ve entered a valid phone number, and verify that you can actually receive SMS text messages on that number.

If you’ve verified that the number is correct and that it can receive SMS text messages, then contact us, and we’ll give you your registration number.

Why is Tep+ asking to scan my contacts?

Running the scan will allow you to see who else in your contacts is using Tep+! After doing so, any contacts of yours who are also using Tep+ can quickly be found by tapping “Tep+” at the top of the Contacts page.

You can manually scan your contacts at any time by going to the Settings page, and tapping Settings > Update Friends.

How do I invite my friends to Tep+?

Open a contact and click the mail icon to the left of the contact’s picture. That contact will then receive an invite via SMS text message.

Can I install Tep+ on more than one device?

Yes, Tep+ can be installed on both your smartphone and tablet at the same time. Both apps will get messages and receive calls, so you can use the device that is most convenient for you!

ADDING & MANAGING CREDIT

How am I charged?

Tep+ is totally free to download, and Tep+ users can call and message each other for free. However, you will need to add credit to the Tep+ app to make calls and send SMS text messages to someone who isn’t using the Tep+ app. Calls are charged per minute, while SMS text messages are charged per SMS. You will be able to see the per minute rate while making a call, as well as the total cost.

Why should I add credit?

Adding credit will allow you to make calls and send SMS text messages to any number in the world, at ultra-low rates.

How can I add credit to my account?

Go to the Settings page and tap Top Up > Instant Top Up. Now choose how much credit you want to add, accept the T&Cs, and hit “Express Checkout”.

You will then be transferred to PayPal to make the payment, but you do not need to have a PayPal account to make a payment. You can tap “Pay with Debit or Credit Card” to proceed with the payment, without logging in or creating an account.

Once you’ve made the payment, your credit will be available to use immediately.

How much credit should I add?

That depends on who it is you’re trying to contact and where they are, as each country has different rates. It also depends on whether you’re calling a landline or a mobile, or just sending an SMS. You can check all the rates on here, or inside the app by going to the Settings page and tapping “Rates”.

Does my credit ever expire?

Any credit that you add will expire after 12 months / 365 days, but, we’ll happily extend the expiration time if you reach out to us beforehand.

What happens to my credit if I need to uninstall / reinstall the app or if I change / lose my phone?

Your credit is linked to your phone number, not the app itself. So, if you ever need to reinstall the app or change phones, simply register with that same phone number and all your credit will still be there.

Can I transfer credits to a new phone number / other people?

Absolutely, you can send credit to anyone who has installed the Tep+ app. To do so, open the contact you want to send the credit to, and tap the transfer credit icon to the right of the contact’s picture. Credit transfers are immediate, and cannot be undone!

Can I cash out my credit?

No, you cannot.

Can I see my payment and usage history?

Yes, simply go to the Settings page and tap Settings > History

FREE CALLS, MESSAGES & MORE

How can I make calls and send messages for free?

All Tep+ users get free text, voice and video chat. So, if you don’t want to pay money to make calls and send messages, simply ask the people you want to contact to download Tep+!

What else can I do with Tep+ for free?

Tep+ users can also create group chats and share pictures, video, locations, files & voice recordings. You also get free voicemail, call recording and can customize your ringback tune.

Finally, you can call Tep’s 24/7 customers service for free! Simply go to the Contacts page, and you’ll see “Tep Customer Service” at the top. You can call that number, even if you haven’t added credit – the number is free to call from Tep+ anytime, anywhere in the world. Alternatively, you can send us an email from within the app as well.

How can I tell which contacts have the Tep+ app?

At the top of the Contacts page, you will see an option for “All” or “Tep+” – tap the latter to see all of your contacts who are using Tep+. To ensure that this list is updated, go to the Settings page and tap Settings > Update Friends.

How do I invite my friends to Tep+?

Open a contact and click the mail icon to the left of the contact’s picture. That contact will then receive an invite via an SMS text message.

MAKING & RECEIVING CALLS

Can I make calls to someone who is not using the Tep+ app?

Yes, you can call any number in the world! First, make sure that you’ve added enough credit to your account. Then, find the number that you want to call in your contacts, or use the dialer in the Phone page to make the call.

Can I receive calls inside the app from someone who is not using the Tep+ app?

Yes, to do this you’ll need to get a Tep+ number. All calls to your Tep+ number will be received via the Tep+ app. If you have a Tep+ number, you can also enable call forwarding on your phone to receive all calls to your Tep+ number.

How much does it cost to make calls?

Call rates vary by country and by number, and are always charged per minute. You can check all of these rates on here, or inside the app by going to the Settings page and tapping “Rates”.

How much does it cost to receive calls?

You will never be charged by Tep+ for receiving calls.

What number will appear when I make outbound calls?

Your phone number (the one you verified when your first opened the app) should appear when you are making outbound calls.

If you have a Tep+ number, you can set it as your default caller ID by going to the Settings page, and selecting your Tep+ number in the number dropdown that is located below your Tep+ picture.

Can I make emergency calls?

Tep+ does not support calls to emergency numbers.

What happens if I’m on a call and I move out of WiFi range?

Tep+ will detect this and seamlessly transfer the call to your mobile data connection (e.g. 2G, 3G, 4G)!

SENDING & RECEIVING SMS TEXT MESSAGES

Can I send SMS text messages to someone who is not using the Tep+ app?

Yes, you can send SMS text messages to any number in the world! First, make sure you’ve added enough credit to your account. Then, find the number you want to SMS in your contacts, or use the dialer in the Phone page to write the number. To send the message, tap the SMS icon at the top right side of your screen.

Once the message has been sent, a prompt will tell you that the recipient is not a Tep+ user, and give you the option to “Send as SMS” instead.

What number will appear when I send SMS text messages to others?

Where possible, your phone number (the one you verified when your first opened the app) will appear when you send an SMS text message from Tep+.

However, SMS text messages that are sent to mobile phones in some countries, including Canada and the USA, will not display your phone number. Instead, these messages will have generic pre-defined numbers as the sender ID. If the SMS recipient replies to these messages, you will not receive it, as they’re not replying to your number! Unfortunately, nothing can be done about this, it is a regional VoIP limitation.

To avoid any issues, make sure the person that you’re contacting knows your actual number (either by including it in your message or by calling them), so they can contact you back if necessary. Or, have them download the Tep+ app!

Can I receive SMS text messages inside the app from someone who isn’t using the Tep+ app?

On Apple iOS devices (e.g. iPhone), it is not currently possible to receive SMS text messages sent to your regular phone number from inside the Tep+ app, even if they are replies to SMS text messages sent from the Tep+ app.

If you’re on an Android device, all SMS text messages sent to your regular phone number will automatically appear in your messages list. You can disable this by going to the Settings page and tapping Settings > Privacy Settings, and then unchecking “Capture SMS to App”.

How much does it cost to send an SMS text message?

SMS text message rates vary by country and by number, and are always charged per SMS. You can check all of the rates on here, or inside the app by going to the Settings page and tapping “Rates”.

How much does it cost to receive an SMS text message?

You are never charged by Tep+ for receiving SMS text messages.

USING A TEP+ NUMBER

What is a Tep+ number, and why should I get one?

A Tep+ number is essentially a phone number that is linked to your Tep+ account, with which you can make and receive calls worldwide. Here are a few reasons why you might want to get a Tep+ number:

  • You can enable call forwarding on your phone to receive all calls to your Tep+ number, from within the Tep+ app
  • You can get a Tep+ number local to the destination you’re travelling to, if it's available, so that locals can easily call you
  • You can give your Tep+ number to anyone in the world, and you’ll never be charged for receiving calls to that number
  • Worried about privacy? Get a temporary Tep+ number to help hide your identity

Please note that Tep+ numbers are for making and receiving calls only they do not support SMS text messaging

How can I get a Tep+ number / how much does it cost?

You can buy a Tep+ number by going to the Settings page and tapping “Bundles”. In here, you will see all the Tep+ numbers that are available, as well as their cost. Note that bundles are only valid for certain durations! You can enable "Auto Renew" for any purchased bundles.

Having a Tep+ number doesn’t change what you’re charged for making calls – rates vary by country and by number, and are charged per minute. You can check all of the rates on here, or inside the app by going to the Settings page and tapping “Bundles”.

How can I keep my Tep+ number?

If you want to keep your Tep+ number, make sure that you’ve enabled “Auto Renew”. To enable or disable "Auto Renew", go to the Settings page, tap “Bundles” and tap “Yes” or “No” underneath the bundle that corresponds to your purchased Tep+ number. Make sure that you have enough credit in your account to allow future renewals!

What if I’ve enabled Auto Renew for my Tep+ number, but I run out of credit?

If you do not have enough credit to cover the renewal cost, then you’ll receive an automated message telling you this. You can then add credit to your account and go back and purchase the same bundle. If you wait too long to do this, you may lose your number (i.e. you’ll be given a new one).

Can I choose my Tep+ number?

Unfortunately you can only choose the country that is associated with your Tep+ number, not the number itself.

Can I have more than one Tep+ number?

Yes, if it's available, you can get different Tep+ numbers for different countries.

How can I set my Tep+ number as my caller ID?

If you have a Tep+ number, you can switch your caller ID by going to the Settings page, and selecting your Tep+ number in the number dropdown located below your Tep+ picture.

How do I forward calls from my phone to my Tep+ number?

If you have a Tep+ number, you can enable call forwarding on your phone to receive all calls to your Tep+ number.

Please note that call forwarding works differently for different mobile operators. Most operators do not charge for forwarding calls to a local (i.e. domestic) number, but any minutes on a forwarded call will still usually count towards your overall allowance. Some operators will charge a heavy fee for forwarding calls to an international number, while others won’t allow you to do that at all. Finally, some operators don’t allow call forwarding when you're abroad, so it’s best to check with your mobile operator!

Are Tep+ numbers available for different countries?

Yes, Tep+ numbers are available for multiple countries. Need a number for a country that isn’t available? Contact us and we’ll do our best to sort you out.

How much am I charged for making calls with a Tep+ number?

Having a Tep+ number doesn’t change what you’re charged for making calls – rates vary by country and by number, and are charged per minute. You can check all of the rates on here, or inside the app by going to the Settings page and tapping “Rates”.

How much am I charged for receiving calls with a Tep+ number?

You will never be charged for receiving calls to your Tep+ number.

What are other people charged for caling my Tep+ number?

A Tep+ number is essentially a 'normal' phone number, meaning that anyone contacting your Tep+ number will be charged the standard rate charged by their mobile operator. So, if someone in the USA calls your UK Tep+ number, they will still be charged the international calling rate set by their mobile operator. If someone in the USA calls your USA Tep+ number, the call should be free / included in their minutes.

TROUBLESHOOTING

I am having an issue, how can I contact support?

You can call Tep’s 24/7 customers service for free! Simply go to the Contacts page, and you’ll see “Tep Customer Service” at the top. You can call the number even if you haven’t added credit. The number is free to call from Tep+ anytime, anywhere in the world. Alternatively, you can send us an email from within the app as well.

I am not receiving my registration SMS text message!

First, make sure that you’ve entered a valid phone number, and verify that you can actually receive SMS text messages on that number (i.e. make sure you’re not in an underground tunnel where there isn’t any cellular service).

If you’ve verified that the number is correct and that it can receive SMS text messages, then contact us , and we’ll give you your registration number.

I am trying to place a call, but it says “Busy”!

Try to verify if the number is busy when it is called without using Tep+. If the number is only busy when you call with Tep+, please contact us so that we can investigate. If possible, please provide us with: 1) the phone number linked to your Tep+ app, 2) the number you were trying to call and 3) the time / date you tried to place the call.

I am trying to place a call, but it’s stuck on “Connecting”!

Please contact us so that we can investigate. If possible, please also provide us with: 1) the phone number linked to your Tep+ app, 2) the number you were trying to call and 3) the time / date you tried to place the call.

My calls have the wrong caller ID!

By default, your phone number (the one you verified when your first opened the app) should appear when you make outbound calls. You can check your caller ID by going to the Settings page your caller ID will be listed below your Tep+ picture. If you have a Tep+ number, you can change your caller ID by clicking the dropdown menu.

If your caller ID does not match the phone number you verified when you first opened the app, then please contact us so that we can investigate. If possible, please also provide us with: 1) the phone number linked to your Tep+ app, 2) the number you called and 3) the time / date you placed the call.

SMS text message are not being sent from my number!

SMS text messages that are sent from Tep+ to mobile phones in some countries, including Canada and the USA, will not display your phone number. Instead, these messages will have generic pre-defined numbers as the sender ID. If the SMS recipient replies to these messages, you will not receive it, as they’re not replying to your number! Unfortunately nothing can be done about this, it is a regional VoIP limitation.

For that reason, it would be advisable to make sure that the person you’re contacting knows your actual number (either by including it in your message or by calling them), so they can contact you back if necessary. Or, have them download the Tep+ app!

My SMS are not arriving!

Please verify that the message was sent properly: if the message was sent correctly via SMS, then you will see “Sent” to the left of the message.

If the SMS was sent but still not received (and you’ve confirmed that the recipient can receive SMS from other people), please contact us so we can investigate. If possible, please also provide us with; 1) the phone number linked to your Tep+ app, 2) the number you sent the SMS to and 3) the time / date you sent the SMS.

I am not receiving responses to SMS text messages sent from Tep+!

Please verify that the SMS sender is sending the message to your actual number. SMS text messages that are sent from Tep+ to mobile phones in some countries, including Canada and the USA, will not display your phone number. Instead, these messages will have generic pre-defined numbers as the sender ID. If the SMS recipient replies to these messages, you will not receive it, as they’re not replying to your number! Unfortunately nothing can be done about this, it is a regional VoIP limitation.

SMS text messages are arriving in my phone’s SMS app, but not inside Tep+!

On Apple iOS devices (e.g. iPhone), it is not currently possible to receive SMS text messages inside the Tep+ app, even if they are replies to SMS text messages sent from the Tep+ app.

If you’re on an Android device, please go to the Settings page, and tap Settings > Privacy Settings, and make sure that “Capture SMS to App” is checked.

I am unable to send and receive SMS text messages via my Tep+ number!

Tep+ numbers are for making and receiving calls only - they do not support SMS text messaging.

I am not receiving notifications on my Android device!

Please make sure that battery optimization (also known as “Doze”), is turned off for the Tep+ app. On stock Android, go to Battery > Settings (three vertical dots) > Battery Optimization. Now tap “All apps” in the dropdown menu, scroll down to the Tep+ app, and tap on “Don’t optimize”.

If that doesn’t fix the issue, please contact us so we can investigate. If possible, please also provide us with; 1) the phone number linked to your Tep+ app, 2) the model of your device and 3) which Android version your device is running.

I am not receiving notifications on my Apple iOS device!

Few things you should check:

  1. Make sure that the Mute switch (on the side of your device) is not turned on.
  2. Make sure that “Allow Notifications” is enabled by going to Settings > Notifications and Messages.
  3. Go to Settings > Sound to see if “Ringer and Alerts” is muted. If it is muted, make sure you slide the volume up.
  4. Make sure there aren’t any pending iOS updates.

If the above doesn’t fix the issue, please contact us so we can investigate. If possible, please also provide us with; 1) the phone number linked to your Tep+ app, 2) the model of your device and 3) which iOS version your device is running.