FAQ Top5

Why is it showing ‘Not Supported’?

If True Balance app is not supporting your phone’s SIM, you might see this message in the app.To find out more information about supported regions and operators,

> Supported Regions

Didn’t get rewards after inviting

If you don’t get any rewards after inviting a friend, please make sure that you meet all the conditions below:

1.Registration for True Balance
2.Install the app from your invitation link
3.Register in True Balanceafter completing installation
4.Using a SIM supported by True Balance
(Kindly check our support circles & operators in the FAQs.)

Please check whether or not your friend has registered for the application. The proper rewards will be given to you after he/she completes the registration process. Also, your friend needs to be a new user of True Balance app.
For further details, please read Terms & Conditions of Promotion.

It shows ‘Recharge Success’ but didn’t get balance

When the “Recharge Success” message shows, check your SMS inbox for a message from your operator regarding your recharge.
If you got SMS, your balance has definitely been recharged. It will also show on the homepage in True Balance after refreshing the screen. It can take a few minutes to be reflected in the app.
if you didn’t get any SMS, please contact us for help. (Screenshots of the problem are more helpful!)

My recharge keeps ‘Failed’

There are several reasons that your recharge may have failed. We will provide a refund when a recharge is unsuccessful.
You can check the cause of the failure on your “Wallet History” page. If you keep getting a “Failed” message, please check the major causes listed below:

  • Incorrect number registered: having a second SIM number with the first SIM’s information

  • Invalid Pack: try to recharge with another plan.

  • Operator Issue: please contact to your operator directly.

  • Server Issue: please try again later.

  • Connection Issue: please try again later.

Points are missing after re-installation

If you have several registered IDs with many SIM cards, this may be a problem. If you can’t find your points, please first check with which account you’re logging in. Your missing “Wallet Points” may be in your other ID.
To check your current ID:

1. Go to “Settings”
2. Select “Account”

Frequently Asked Questions

True Balance App

  • How to use True Balance?

    True Balance helps you to manage your balance and get instant recharges with your True Balance “Wallet.”

    • To check your “Main Balance” without dialing the code, select the “Main Balance” card on the homepage.

    • To check your “Data Pack” without dialing the code, select the “Data Pack” circle on the homepage. (The circle for the “Data Pack” balance says ‘2G or 3G/4G’ in its center.)

    • To check your “Call Pack” without dialing the code, select the “Call Pack” circle on the homepage.

    • You can change your “Data Pack and “Call Pack” settings, according to your usage, by changing the details in ‘Settings.’

    • To check your “Wallet Points,” select the card on the “Wallet” page. This is also where you can receive exclusive offers and special rewards by referring your friends.

    • To earn referral rewards, you need to invite your friends. Once your friends download our app and sign up with their mobile number, you’ll receive the referral points (“Wallet Points” + “Emergency Loan”) and so will your friends. You can recharge your phone with these points. To learn more about “Wallet Points” and “Emergency Loan,” please refer to the FAQs.

    • True Balance immediately updates the current status of the offers running on your phone after you pull down.

    • You can recharge your phone with the True Balance app. To purchase packs with points, tap “Recharge” in “Wallet.” To learn more about how to recharge, please refer to the FAQs.

    • You can also “Earn Points” with the True Balance app. Just tap “Invite & Earn” to refer a friend and get points.

    • You can track all your transactions by tapping on the message section.

    To go to the drawer settings, tap ‘≡’ (you can find this button on the top left side) to see all the features of our app.

    For more details, go to: True Balance site

Accounts

  • How to register?

    To register, turn on the app after installation and follow the process when you get register screen.

    ---

    If you already skip the sign up screen,

    • Go to “Recharge” page in our app

    • Press “Register”

  • The OTP didn’t send on registration

    If you have trouble receiving your OTP, it could be a network issue. Please wait a few minutes, then.

    • Tap “Resend Code” at the bottom of the registration page.

    ---

    *What is OTP?

    SMS-based One Time Password (OTP) is a form of two-factor authentication. If you are an online banking user, you might be familiar with receiving OTPs via SMS from your bank. In our system, you are requested to generate an OTP to complete the registration process.

  • I forgot my password

    If you forgot your password,

    • Click “Forgot Password?” in ‘Login’ page

    • Send an OTP to get a new password

  • How to log out?

    To log out of True Balance,

    • Go to “Settings”

    • Select “Account”

    • Press “Log out” button

  • My account is blocked

    We block your account when abnormal activities are detected. We consider it an abnormal activity when you register several accounts from the same device. We also block your account if you use an unethical and illegal method to refer others to the True Balance app. Once a user ID is blocked, it cannot be reactivated from the server.

    So please use True Balance in genuine way.

    For details, see T&C of Promotion

  • How can I delete my card details?

    Please follow the steps below,

    • Go to “Recharge” page.

    • Select one of mobile plans. (It’s only a step to get into “Payment option” page.)

    • Tap “Delete Saved Cards” button below “Other payment methods” option.

    • Select the checkbox saying “Yes. I will delete all.” at the bottom of the popup.

    • Tap “Delete” button.

General settings

  • How to change my ID number?

    To change register ID,

    • Uninstall and reinstall the app

    • Send an OTP to the new mobile number to use True Balance App.

    ---

    But if you change your register ID, your previous Wallet point will not shown in your new ID. Because you can collect Wallet point with your each IDs

  • How to check my current ID?

    To check your current ID:

    • Go to “Settings”

    • Select “Account”

    ---

    If your mobile phone number has already been added to your account, this is your True Balance account number and ID.

  • How to check my mobile number?

    To check your mobile number,

    • Press “ ≡ ” (Drawer Menu)

    • Select your operator

    • Go to “Settings” in your operator

    • Go to “Phone Number”

    ---

    IIf you see “Press to Check” instead of your mobile number, click the “Press to Check” button several times until the True Balance app reflects your number.

  • How to turn on/off Notification bar?

    To turn on/off ’Notification Bar,’

    • Go to “Settings”

    • Tap “Notification Bar”

    • Select ON/OFF option

    • Press “Done” button

  • How to turn on/off Push Notifications?

    To turn on/off Push Notification,’

    • Go to “Settings”

    • Tap “Push Notifications”

    • Deselect a push type that you want to turn off

    • Press “Done” button

Balance Check

  • How to check my Data & Call pack?

    Just pull down the balance card to refresh your main/data/call balances when you want to check your balance or circle for other balances.

    ---

    If you can’t see the circles to check your “Call” or “Data Pack”:

    • Tap “≡” (Drawer Menu)

    • Go to “Settings”

    • Find the “USIM Accounts”

    • Go to “SIM packages” and add your pack!

  • My Second SIM balance is not reflected

    To resolve this problem:

    ---

    1.Go to “Settings” on your device.

    2.Find “Sim Card Management/Dual Sim Settings.”

    3.Find “Voice/Call Settings.”

    Turn on the “Always ask” option.

    ---

    Currently, these handsets have this glitch.

    We’ll do our best to fix this issue.

  • My balance is deducted after installation

    Since True Balance App is showing your balance from reflecting USSD message, we don’t take or use your balance at all.

    So if it shows nothing, kindly check to your operator first.

    And sometimes, this can happen because of data deduction because some apps in the background are using your data.

    So in that case, go to ‘Stats’ in our main screen and see the detailed description of your data usage.

  • App can’t read my ‘balance message’

    First, please update “Message Engine”.

    ---

    • Press “≡” (Drawer Menu)

    • Go to “Setting”

    • Find “Additional Settings”

    • Press “Message Engine”

    • Update the Engine”

    ---

    Our app is interpreting SMS/USSD messages using ‘Message Engine’.

    We regularly update Message Engine for your accurate balance check.

    If you’re facing any messages that we missed after updating the “”Message Engine””, kindly do “”Message Report”” so that we can apply it to our data and fix it IMMEDIATELY.

    ---

    To report non-reflecting messages,

    • Go to “Messages” in your operator

    • Press “report to us!”

    ---

    Your reporting can help us to give you the exact balance information!

  • I don’t want to see monkey anymore

    To stop seeing the animal friends:

    • Tap “≡”(drawer menu)

    • Go to “Settings”

    • Select “PlayPull Options”

    ---

    When you check your balance, animal friends appear. Sometimes, they will randomly give you rewards for using the True Balance app.

    Sounds fun, doesn’t it?

  • ‘STATS’ data seems inaccurate

    Please try to update to the latest android version to reflect accurate information.

    ---

    We’re doing our best to collect the most accurate data for you. However, it may not show the correct information if your device’s operating system is less than Android 4.3. You can also encounter other problems, such as the robot not collecting data usage properly. This is being addressed. True Balance also helps users to take control of their mobile data usage by showing the background data usage.

Recharge

  • How to check my ‘Rate Cutter pack’?

    We show your “Rate Cutter Pack” automatically when you activate it! If it’s not showing in our app right away, you can access it manually:

    ---

    • Tap “ ≡ ”(Drawer Menu) and select your operator.

    • Go to “Settings.”

    • Find the “Rate Cutter Pack” on the list.

    • Type in your pack information in “Basic Info.”

  • How to customize Balance Alarm, to show ‘Low Balance’?

    To set your own balance alarm:

    • Tap “≡” (Drawer Menu) > “Settings”

    • “SIM1 or SIM2 Alerts”

    ---

    We offer an alarm feature that notifies you of your balance. This is shown on the “Notification Bar.” We notify you of four different kinds of balance alerts; “Low Balance,”“Balance Used All,” “Expiration Warning,” and “Expired.” It will help you to track the changes of your main balance, data usage and even the “Rate Cutter Pack.”

  • How to turn on/off Usage Tracker?

    To turn on/off ‘Usage Tracker,’

    • Go to “Settings”

    • Tap “ Balance Usage Manager”

    • Select ON/OFF option

    • Press “Done” button

  • How to check my number to recharge?

    Please click “Press to Check” in recharge page, so that we can reflect your phone number automatically. If the automatic check fails more than two times, a pop-up will appear where you can enter your mobile number manually.

    After getting your phone number, you will be able to recharge.

  • What is Success/Processing/Failed/Refund?

    Success/Processing/Failed/Refund are status messages for your recharge request.

    ---

    • Success: Your request was completed successfully.

    • Processing: Your request has been accepted, but is not yet finalized. It can take up to 4 business days, and you can check the result via the notification alert.

    • Failed: Your request was unsuccessful. Please purchase another pack or try again later.

    • Refund: Your points will be refunded when the request fails. If you see “Failed,” please check if the refund was successful.

  • It shows ‘Recharge Success’ but didn’t get balance

    When the “Recharge Success” message shows, check your SMS inbox for a message from your operator regarding your recharge.

    ---

    • If you got SMS, your balance has definitely been recharged. It will also show on the homepage in True Balance after refreshing the screen. It can take a few minutes to be reflected in the app.

    • if you didn’t get any SMS, please contact us for help. (Screenshots of the problem are more helpful!)

  • My recharge is still ‘Processing’

    Don’t worry, your points/money are safe with us!

    It will take up to 4 business days to process your recharge, so please be patient

    Also, if you used a credit/debit card or NetBanking to pay, we only charge you when the recharge is completed. If, after this, it is still pending, please contact us. We will look over your account, and report it to our recharge company to cancel your recharge immediately.

  • My recharge keeps showing ‘Failed’

    There are several reasons that your recharge may have failed. We will provide a refund when a recharge is unsuccessful.

    You can check the cause of the failure on your “Wallet History” page. If you keep getting a “Failed” message, please check the major causes listed below:

    ---

    • Incorrect number registered : having a second SIM number with the first SIM’s information

    • Invalid Pack: try to recharge with another plan.

    • Operator Issue : please contact to your operator directly.

    • Server Issue: please try again later.

    • Connection Issue: please try again later.

  • Is it safe to recharge online?’

    Absolutely! Your information is secure with True Balance and CCAvenue, the approved payment gateway.

    We use the most powerful Verisign secure socket layer (SSL) to encrypt customer data during transmission. This simply means that all your transactional and personal card details added while doing your online recharge will be safe and secure, always. We work to bring you great service with peace of mind that your information will be protected. So, don’t worry!

Emergency loan

  • How to earn Emergency loan?

    This is a special loan feature for True Balance users and can be availed when your SIM and “Wallet” has the minimum balance we have set. This easy and hassle free loan will save you time and effort without deducting from your “Main Balance” when you next recharge

    Like bank loan, you are allowed to re-borrow it after you pay it back by inviting friends.

    ---

    Conditions to get an E-loan:

    • Main Balance below Rs.20 & Wallet Points below Rs.10

    • E-loan will be activated using 7days after installation

Rewards

  • Points are missing after re-installation

    If you have several registered IDs with many SIM cards, this may be a problem. If you can’t find your points, please first check with which account you’re logging in. Your missing “Wallet Points” may be in your other ID.

    ---

    To check your current ID:

    • Go to “Settings”

    • Select “Account”

  • How long the points are valid?

    Points are typically valid for 1 year.

    We strongly recommend you accumulate points and use them to purchase better plans and deals.

  • How to invite my friend to earn points?

    To earn referral rewards,

    • Go to “Earn” page

    • Check the conditions and choose the app to send invite messages

    • Send the message to your friends!

    (Don’t remove the referral link!)

    ---

    Once your friends download our app and sign up with their mobile number, you and your friends will receive the referral bonus!

    For more details, visit: ☞ True Balance site

  • What’s the invitation link? Where is it?

    The invitation link (a.k.a. invite) is a unique URL for True Balance page in Google Play, and is generated only for your account.

    ---

    To find your invitation link,

    • Go to “”Earn”” page

    • Scroll down to the bottom of the page

    ---

    (Please share your “Invitation Link” with your friends.

  • What to put in ‘Invitation link’ when I install?

    When you register after installation,

    There will be a blank for “Invitation Link” in ‘Register’ pag

    ---

    If you install True Balance from your friend’s invitation, copy the referral link and paste it into the blank.

    After submitting the code, you will get the referral reward if you satisfy the requirements. (T&C Applied)

    If you install the app without any referral code, you don’t need to insert anything during the registration process.

  • How many points can I get?

    Points are unlimited, but the number of invites is limited. You can send up to 1,000 invites.

    ---

    To track the number of available invites,

    • Go to “Earn” page from main screen.

    The more you share, the more invites you will have, so don’t hesitate to send them!

  • Didn’t get rewards after installation

    If you didn’t get rewards after installing this app, please check the conditions below:

    • First registration for True Balance

    Install the app from your invitation link

    • Register in True Balance after completing installation/p>

    • Using a SIM supported by True Balance

    (Kindly check our support circles & operators in the FAQs.)

    ---

    For further details, please read ☞ Terms & Conditions of Promotion.

  • How to earn money in ‘Offers’ page?

    To earn money in ‘Offers:’

    • Go to the ‘Earn’ page and tap ‘Offers’

    • Choose one of the ‘Offer’ providers

    • Choose any offer and complete the allocated task. Tasks may differ from offer to offer.

    • Go back to the ‘Offers’ page and tap the ‘Update’ button.

    • Once a task is completed as per its instructions, you will get the points within a few minutes.

  • What is PlayPull event?

    The PlayPull event rewards you when you pull-down your balance card on the main screen. This event is for a limited period of time and only for specific users. We are giving out different rewards (called “Coin”) for each of the different animals, which appear randomly. Coins can be converted to Wallet Points in the “Wallet History” section. These coins are given randomly, and may not always be issued.

    For further details, please read ☞ Terms & Conditions of Promotion.

  • Didn’t get rewards after inviting friends

    If you don’t get any rewards after inviting a friend, please make sure that your friend meet all the conditions below:

    • First registration for True Balance

    • Install the app from your invitation link

    • Register in True Balance after completing installation/p>

    • Using a SIM supported by True Balance

    (Kindly check our support circles & operators in the FAQs.)

    ---

    Please check whether or not your friend has registered for the application. The proper rewards will be given to you after he/she completes the registration process. Also, your friend needs to be a new user of True Balance app.

    For further details, please read ☞ Terms & Conditions of Promotion.

  • I installed an app from ‘Offers’ but didn’t get points

    We apologize for this. It takes a few minutes to get rewards depending on the T&Cs of the offer provider. Please check again after 30 minutes by tapping the ‘Update’ button on the ‘Offers’ page.

    If it’s still not working, there are several possible reasons for this:

    ---

    For Other Offers (Survey, web game and etc)

    • Did you run the app long enough after downloading it?

    : Make sure to open and use the app for at least 2 minutes after downloading it.

    • Did you read the offer’s instructions?

    : Some apps have a specific task that you are required to finish in order to get the points.

    • Have you installed this app before?

    : You can only earn points if this is your first time downloading the app.

    • Did you read offer’s instructions?

    : Some apps require a certain task and you need to finish it.

    ---

    If you still have a problem after checking all of these things, please contact the offer provider directly.

  • DI can’t see any offers in ‘Offers’ page

    There are a limited number of tasks per day, and these can change frequently. If you have already completed all offers on the ‘Offers’ page, please try again after a day. We regularly update the page with new tasks. If this is not the reason, please check your internet connection first and reboot the app.

Wallet & Pay

  • Wallet is not working properly

    Please check your internet connection.

    The wallet is working when you are online. An unreliable connection can lead to delays or errors. If so, please try again a few minutes later.

  • Do I have to enter my credit/debit card details whenever I want to recharge?

    Not at all! We store partial credit card information if you select the “Save my card” option on the payment page. When you next recharge, you will not have to re-type all your card’s details; just enter the CVV number and your bank’s authentication code (OTP). Please note that your card cannot be used for any transactions until you fill in these details.

  • Can I recharge my “Wallet Points” to friends?

    If you want to recharge to your friend’s phone,

    • Put their SIM card into your phone

    • Log in with your number and recharge.

    (That is currently the only way to recharge from a friend’s handset.)

    ---

    We will update this function in the near future.

  • Can I transfer my money to this app?

    Unfortunately, we don’t support money transfer at the moment.

    We will add this feature in the near future

    So please keep following our latest updates.

  • Can I only pay with True Balance Wallet point?

    You can also use your credit/debit card or NetBanking to buy recharge.

    ---

    Please follow the steps below:

    • Go to “Wallet” then go to “Recharge”

    • In “Select Plan,” select the plan you want

    • On the “Purchase” page, select “Other Payment Method”

    • Click “Pay”

    • Choose a payment method (credit/debit card or NetBanking)

    • Enter your card details, and tap “Make Payment”

    • Enter OTP, and press “Submit”

  • How to view the previous payment details

    You can see your payment details in “Wallet History.”

    ---

    Please follow the steps below:

    • Go to “Wallet”

    • Tap the recharge history from the “Wallet History” list

  • Must have a credit/debit card to recharge?

    Not at all! You can recharge using True Balance’s “Wallet Points” as well as with a credit/debit card or Net Banking. You can get free “Wallet Points” from the “Earn” page.

  • What if my transaction fails in the middle of the process?

    If the payment was made using “Wallet Points” only, then the amount will be directly reversed to your True Balance wallet.

    For payments made with credit /debit cards or NetBanking, money will not be deducted from your account. We only charge your account when you receive the recharge confirmation message.

  • My transaction was successful, but I haven’t received my recharge

    At True Balance, all recharge requests are processed immediately after a successful payment transaction.

    However, in a situation like this, you can contact us at cs@balancehero.com. Our team will check the status of your transaction, and appropriately initiate a refund request.

Errors

Others

  • How can I make suggestions?

    To share your suggestions and ideas with the True Balance team, drop us a message at cs@balancehero.com We are always open to your suggestions. Help us to make this app even cooler!