Technical Questions & Answers

- Check that your firewall/ security is turned off
- Contact us with the error message that is appearing
- Try another softphone from here: http://www.tpad.com/tpad-free-softphone-download/
   But you will need to enter the Tpad setting manually.

- Check that your Tpad number is correct. Your Tpad number is in your email.
- Check that the password is correct. The Password can be obtained from the link on the Manage Account Menu. It will be emailed to you if you   have forgotten.
- If you have downloaded any other softphone, check that the Tpad settings (sip.tpad.com) are correct

- Check tat you have verified your account by clicking on the link within your email.
- Check that your password and Tpad number are correct.

- Check your Audio setting on your laptop and check your microphone and headset is working.
- Makes sure any firewall is turned off. Temporary Turn off firewall/Antivirus to see if this helps
- Amend the STUN setting on the phone. If Stun is OFF, turn it ON, if off, turn it on. On the Ninja Softphone, stun is normally set OFF as default. To   turn it ON, right click on the phone and go to Settings and then Network Settings and tick the Stun Setting and save. This may help audio   problems.
- Try another softphone from here: http://www.tpad.com/tpad-free-softphone-download/
- Router incompatibility can rarely prevent your phone working properly
- Rarely, in some countries VOIP calls may be blocked

- Check that you are you dialling the correct format. Dial 00 + Country Code of the destination your are dialling + Area Code + Contact Number.   E.g 00923123456789
- The number you are dialing may no longer be available. Check it is correct.
- Local lines at destination are congested. You will need to try later.
- Tpad may not have this route available. This is very rare. Let us know if this is the case.

- Check your Audio setting on your laptop and check your microphone and headset is working.
- Makes sure any firewall is turned off. Temporary Turn off firewall/Antivirus to see if this helps
- Amend the STUN setting on the phone. If Stun is OFF, turn it ON, if off, turn it on. On the Ninja Softphone, stun is normally set OFF as default.   To turn it ON, right click on the phone and go to Settings and then Network Settings and tick the Stun Setting and save. This may help audio   problems.
- Check your broadband speed. At certain times of the day the broadband/ADSL speed may cause this problem
- Try another softphone from here: http://www.tpad.com/tpad-free-softphone-download/

- Check your Audio setting and sound drivers on your laptop and check your microphone and headset is working. Getting a high quality headset is   very important. Poor headset is the most common cause of poor quality.
- Check your broadband speed. At certain times of the day the broadband/ADSL speed may reduce call quality. Broadband speed on WiFi and   Data Mobile phones may also reduce voice quality.
- Make sure no other programs are running in the background.
- Destination line at termination point is poor quality. Hang up and redial later. This frequently works.

- To make calls using this facility the TPAD number that you wish to call must have purchased at least $10 credit in the last 30 days.
- Check you have type the correct Tpad number
- The person you are calling may not be logged to their Tpad Number
- You need to have credit if you are making a direct call using your Calling Card PIN to call another normal phone
- Try again later if number is busy

Please use another payment method.

Sometimes due to credit control reasons payment is taken but not added to account until it has been checked by our accounts staff. Normally it is added within one working day. Contact us with any receipts and details of transaction.