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GETTING STARTED

What is TU Go?

TU Go is a free-to-download app available to O2 and Movistar customers that allows you to use your mobile number over Wi-Fi across any compatible device, meaning that you’re always connected. With TU Go, you can make and receive calls, send and receive texts, and check your voicemail.

Why should I download TU Go?

There are a number of reasons customers like using TU Go. Here’s just three of them:

It’s there when you need it - by downloading TU Go on your smartphone, PC, tablet, or through the web, you can stay connected even if you’ve left your phone at home, or you’ve run out of battery.

Constant coverage - With TU Go you’re always covered when you’re connected to a Wi-Fi network. You can make and receive calls, send and receive messages, and check your voicemail on any connection. (more details in “How much does TU Go cost?”).

Travel smart - You can use TU Go from any Wi-Fi network in the world and it will come out of your monthly allowance, as if you were still at home.

Who is TU GO for?

TU Go is available for O2 UK Pay Monthly customers, O2 UK Business customers (excluding Mobex, some B4B and data only tariffs), Movistar Argentina customers and Movistar Peru customers. In Brazil, TU Go is available for contract (except business contracts), prepay and control customers.

TU Go is not available for those Movistar Peru customers with the "Tono de Espera" or "Movistar Voz a Texto" services. It is also currently unavailable for those customers blocked from accessing supplementary services.

Movistar TU is available for Movistar Colombia customers. It is also available for customers living or travelling outside Colombia who need to be in touch with Colombian numbers. TU Go is available on:

How can I get TU Go?

Download the app onto your phone, tablet or laptop, and register with your phone number. It doesn’t have to be installed on your phone for you to receive calls on other devices.

TU Go is available on:

How do I Create a TU Go account?

Once you’ve downloaded the app (more details in “How can I get TU Go?”):

  1. Open the app
  2. Click on REGISTER
  3. Select your country code and enter your phone number then click on NEXT
  4. You will receive an SMS with a PIN code for your to enter in the application
  5. After entering the PIN, create a password following the instructions
  6. When we have finished setting up your account, you will receive an SMS confirming your TU Go accounts is ready to use. (Please make sure you have coverage to receive the SMS)

If you’ve already registered but forgotten your password, you’ll have to reset your password. On the main screen, click on LOGIN, fill in your phone number and click on "Forgot Password". We’ll send you an SMS with a PIN code. Type it in the application and reset the password.

On what devices can I download and use TU Go?

TU Go works on smartphones, tablets and laptops with the following operating systems:

  • iOS 7.0 or higher (Including iPods)
  • Android 2.3 or higher
  • Windows Phones 8.0 or higher
  • Windows 7 or higher (Laptops & PCs)

TU Go also works on desktop web browsers using the latest versions of Chrome and Firefox. (https://go.tu.com)

Can I use TU Go on more than one device at a time?

Yes, you can log into TU Go on up to 5 devices simultaneously, and download the app on as many devices as you like.

Is there a version of TU Go for Mac?

We don’t make a version of TU Go for Mac OS right now. However you can still enjoy TU Go on your Mac by using the web version https://go.tu.com on a Firefox or Chrome web browser.

FUNCTIONALITY

Does the person I am calling or texting need to have TU Go installed?

No, the other person doesn't need to have TU Go. You can make and receive calls and send and receive texts to and from any of your contacts, whether they have TU Go installed or not.

How do I clear my timeline in TU Go?

For Android: Go into the app’s OPTIONS menu, choose CLEAR ALL MESSAGES, or select the messages you want to delete.

For iOS: To clear your timeline, click on EDIT, select the messages you would like to erase or click on SELECT ALL, then DELETE. To clear all notifications, follow the same path and then click on MARK ALL READ instead.

For Windows Phone: When inside a conversation, expand the options menu and then choose to delete the entire thread. Do delete a timeline item, long press on it and then select delete. To select multiple items at once, left tap next to the items or use the select all button on the task bar and then choose the option to delete. To mark all items as read, open the extended options menu and click on mark all as read.

Can I import my contacts from my phone to other devices with TU Go?

TU Go doesn’t automatically sync the contacts from your phone to other devices. If you want to do that, we recommend you use a service such as iCloud or Google to sync your contacts between devices. For more details, check out this blog post.

How do I answer calls in TU Go for iOS?

If you have an iPhone with iOS 8 and above and you receive an incoming TU Go call in your locked screen, you can swipe the notification to the left to either ANSWER or DECLINE the call. That’s it! You won’t need to enter your PIN (if you have one).

If you have a previous iOS version, swipe the incoming call notification to the left then enter your PIN before starting the call.

When receiving a call while you are on the phone’s home screen, you can swipe the notification down and choose to either ANSWER or DECLINE the call, without having to open the app. For more details, check out this blog post.

Do I need to have a strong Wi-Fi signal to use TU Go?

It’s definitely helpful to have a strong Wi-Fi signal while you’re using TU Go.

TU Go also includes a call quality indicator that allows you to check the strength of your Wi-Fi connection in real time.

Can I change my TU Go ringtone?

Android users can change their TU Go ringtone by going into SETTINGS and clicking on TONES. To use your regular phone’s ringtone, switch OFF “Use a TU Go Ringtone”. To choose a different ringtone for TU Go calls, switch ON “Use a TU Go Ringtone” and select your favourite ringtone from the list of available tones. For more details, check out this blog post.

How do Preferred Hotpots work?

The Preferred Hotspots option lets you set TU Go to automatically connect to a chosen Wi-Fi network when in range. For example, you can set TU Go to connect automatically every time your device connects to your home Wi-Fi network. The app will then automatically disconnect as soon as you’re out of range of your Preferred Hotspot.

You can manage your Preferred Hotspots in SETTINGS, where you can easily add and remove familiar Wi-Fi networks. For more details, check out this blog post.

Can I send pictures or videos with TU Go?

Sending pictures and videos is not currently supported in TU Go.

Does TU Go support emoticons?

Yes, TU Go supports emoticons

iOS users can also enjoy custom TU Go stickers. More info here.

Can I send short code texts with TU Go?

Short code messages are not supported in TU Go.

How do I log out of TU Go?

To log out of your TU Go account, go to SETTINGS, then ACCOUNT, and click LOG OUT.

You can also log out of a device remotely. To do so, log into TU Go from another device, go into SETTINGS > DEVICES, select the device you want to remove from your account, and choose REMOVE DEVICE.

How can I delete my account?

To delete your account, go into SETTINGS, then scroll down and click on ACCOUNT. On the account screen, click DELETE ACCOUNT. You can always register your number again following the instructions in “How do I create a TU Go account?”.

Can I use TU Go on my Apple Watch?

Yes, you can now enjoy using TU Go on your Apple Watch. Once you’ve registered and logged in to TU Go on your iPhone, your Apple Watch will mirror the app on your wrist and let you view your recent conversations, select a contact and read messages. You’ll also be able to quickly reply from a list of short, pre-set replies.

You’ll be notified of incoming TU Go calls on your Apple Watch, and will have an option to answer or reject the call. If you take the call, it will start on your iPhone. Want to know more? Check out this blog post for more info.

Can I use TU Go with my Android Wear device?

You can answer and reject TU Go calls on your Android Wear device as well as read messages. For a completely hands-free experience, you can even answer your TU Go messages using voice-to-text. Check out this blog post for more details.

BILLING

How much does TU Go cost?

TU Go is free to download. Calls and texts you make from TU Go are billed directly from your monthly allowance.

In Argentina all TU Go users can call and text other TU Go users for free. More details on how to call and text for free here. A flat rate of $29.90 applies to corporate customers in Argentina, more information here: http://www.movistar.com.ar/negocios/tugo/.

The app also uses a small amount of data to sync your Timeline and Voicemail - make sure you're connected through Wi-Fi to avoid consuming your mobile data allowance. If you switch on calls over 3G/4G in TU Go SETTINGS, TU Go calls will use up your monthly allowance of mobile data as well as your allowance for calls and texts.

How much does it cost to use TU Go abroad?

f you call or text on Wi-Fi only from abroad, it'll cost the same as if you were still in your home country, and any charges would come directly out of your monthly allowance. Calls to international numbers will be charged at the usual international rates.

I’m a Movistar Argentina customer, how can I make calls and text for free with TU de Movistar?

If you are a Movistar Argentina* customer, all calls and texts made through TU de Movistar to other Argentinian numbers are free, including calls to other operators or calls to landlines.

What if somebody calls me but I’m not using TU de Movistar when they call? Do I have to answer with TU de Movistar?

Don’t worry - if someone calls you, the call will be free for you, no matter if you’re using TU de Movistar at the time or not. However, there is one exception to this: when you’re abroad, always be sure to answer calls from inside the app, so that you don’t pay any roaming charges.

For more information on how to call and text for free in Argentina, check out this blogpost.

For TU de Movistar users in other countries, calls and texts will still be discounted from your bundle.

SOLUTIONS

I can't download TU Go on my device, what’s happening?

It could be that your device isn’t compatible with TU Go, or that you might need to update your operating system in order to download TU Go. Another reason might be that you do not have sufficient space left on your device, so first make some space and then try downloading again.

TU Go works on smartphones, tablets and laptops with the following operating systems:

  • iOS 7.0 or higher (Including iPods)
  • Android 2.3 or higher
  • Windows Phones 8.0 or higher
  • Windows 7 or higher (Laptops & PCs)
  • Desktop web browsers using the latest versions of Chrome and Firefox (https://go.tu.com/)

I’m registered and forgot my password, what should I do?

If you have already registered but forgot your password, you will have to reset your password. On the main screen, click on LOG IN, fill in your phone number and click on "Forgot Password". We’ll send you an SMS with a PIN code. Simply enter the PIN and reset the password.

I'm not receiving the registration PIN, what should I do?

Please make sure you have mobile coverage when you’re registering with TU Go, as the registration PIN will be sent to you via SMS.

If you do have mobile coverage and you haven’t received the PIN, please get in touch with your mobile provider.

I only want to use TU Go when I don't have coverage, what can I do?

You can choose to only receive calls in TU Go when you don’t have coverage by activating “Call Fallback Mode” in SETTINGS. When turned on, you’ll only receive calls via TU Go when you have no mobile signal.

I don't want to receive SMS notifications on my phone as well as in TU Go, what can I do?

If you're signed in to TU Go on a smartphone, you'll get SMS notifications from your phone and another one from TU Go. You can change this in SETTINGS - just switch “Text notifications” to OFF, and you'll stop receiving dual notifications for new texts.

I can see that I’m receiving a call but TU Go isn’t ringing – what’s going on?

t’s important to not only set the volume for incoming calls in your device but also for the volume of Notifications and Applications. You can adjust this in the SETTINGS of your device.

I don't receive any notifications of calls or texts in TU Go, why?

For incoming calls and messages to work properly in TU Go you’ll need to enable notifications and background execution for TU Go in your device’s SETTINGS.

People can't hear me when I'm on a call, what’s going on?

Make sure you have given TU Go the authorization to use your microphone - without it, the other person won’t hear you! Be sure to give TU Go access to your microphone by going into your device’s app permissions.

How do I make sure I always have great call quality while using TU Go?

During calls you should stay within the same Wi-Fi hotspot; if you lose the connection, the call will drop.

If the Wi-Fi network is being used by multiple devices and applications at the same time, the quality of the audio could be affected.

I left my device at home with TU Go logged in, and I don't want anyone to be able to view my timeline in TU Go. What can I do?

You can log into TU Go from another device, go into SETTINGS > DEVICES, select the device you want to remove from your account, and choose REMOVE DEVICE. This will remotely log out the device from your account.

TU Go is not working for me, what can I do?

  1. Check that your device has a compatible operating system (iOS 6.0 or higher, Android 2.3 or higher, Windows Phones 8.0 or higher, Windows 7 or higher)
  2. Make sure you have the latest version of TU Go installed on your device
  3. Reset the app by taking the following steps:
    • Closing your session in SETTINGS
    • “Exit” the app on your device
    • Uninstall and reinstall the app

If you’ve found a bug in TU Go and would like to tell us, send us an email at tugo@tu.com

My account has been suspended. What should I do?

If your account has been suspended, please get in touch with your operator to check the status or reactivate your account.

More questions?

Contact your operator for support:

O2 Support: http://community.o2.co.uk/t5/TU-Go/bd-p/555

Movistar Argentina Support: http://www.movistar.com.ar/atencion-al-cliente/#/pregunta/tu-go

Movistar Peru Support: http://www.movistar.com.pe/tugo/preguntas-frecuentes

Movistar Colombia Support: http://www.movistar.co/movistar-tu/preguntas-frecuentes

Vivo Brazil Support: https://www.vivo.com.br/tugo

If you would like to report a bug or make a suggestion, contact us: tugo@tu.com.

Still need an answer? Get in touch!