Technical Questions

General

1. How do I subscribe to Privus Mobile?

Click the "Buy Now" button in your phone.

2. Will your software work on my phone?

Click here to search a database of devices that support Privus Mobile.

3. Will Privus Mobile work in my area?

Privus Mobile works throughout the world dependent on your wireless provider’s data coverage. Please review your coverage map for Web access to be certain.

4. Can I enter any phone number when I register?

You must use the number assigned to the mobile device you are registering, or it will not be unique in our servers and you may be deactivated by mistake.

5. When I travel internationally, will I still get the Privus Mobile Calling Name service?

Yes, the service requires only a strong mobile Web connection and is not geographically limited.

6. Does Privus Mobile work on international calls?

Yes, on many of them. Privus Mobile gives you callers’ names for most calls from the US and Canada and select EU countries.

7. What payment options do you accept?

Visa, MasterCard, Discover, American Express, JCB, Carte Blanche and PayPal.

8. I want to convert from the free trial to a subscription.

The “Buy Now” button will pop up in your phone when you try to enable a disabled feature. After you purchase, enter the registration code you are given by following the steps in FAQ 18

9. Can I transfer my subscription to my new phone or wireless device?

Yes, as long as you keep the same phone number by porting it to your new wireless provider or by transferring it to your new device. Your new provider and/or device may operate differently. If your new device uses a different operating system, you will need to download a new version of Privus Mobile software here. If you have further questions on transferring the software, please contact Customer Support at customerservice@privusmobile.com.

11. How can I upgrade from a 3-month subscription to a yearly subscription?

Contact the site where you purchased your original subscription to review their rules on changing your subscription terms. Request an upgrade to a yearly subscription, and be sure to include your cell phone number.

12. Does my subscription automatically renew?

Yes, depending on the purchase site. Android Market, iPhone, and Windows Mobile Market are one-time sales. Renewal subscriptions can be purchased at www.privus.mobi from your device.

13. Why don’t I see a caller’s name for every call?

Circumstances vary. Some names are not always available (e.g. some Verizon Wireless customer names.) Or there may be a temporary connectivity problem with your wireless provider.

14. I just received my wireless bill and have an unexpected charge for Internet access. Why?

Privus Mobile requires Internet access. You must subscribe to a data plan with your wireless provider.

15. I noticed that many of my callers’ names are delivered after the call is completed. Why?

Privus Mobile works best with the latest mobile devices utilizing advanced networks. You may wish to upgrade your device or wireless provider or both. Click here to see a list of devices that fully support Privus Mobile service.

Privus Mobile requires a simultaneous voice and data connection, either through your carrier or over a WiFi connection, to deliver a name during ringing. Some device and carrier combinations will deliver a Voice Cue during ringing, but not a visual name. Some older devices, such as a Pearl on Verizon, cannot display or get a Voice Cue during ringing, but must give you the data after the call is completed.

16. How do I download the software to my device?

Click here to check your device and find the correct version to download. You can choose to have us determine your operating system or scroll down to choose your device from the drop down lists. Click the download button next to the device to reach the download page for your version. Choose whether to download to your desktop for transfer to your phone, or choose to have us send the link to your phone in a text message to install the software directly to you device. RIM installations are only available Over The Air, directly into your phone. You can download the software as often as necessary without charge.

18. I subscribed after my free trial. How do I enter the registration code?

For a RIM or Windows Mobile device, go to the Privus Mobile menu and select “Registration”. Enter the registration code you were given for your purchase. When you see the message “Thank you for registering,” you are all set.

For Symbian and Android, click on the Privus Mobile icon. From the Menu, go to “Account.”

Enter the registration number. Click “Done" or "OK.” When you see “Thank You for Registering,” you are good to go!

23. What are the TCP and APN settings for T-Mobile device?

Find these under “Options”, “Advanced Options”, “TCP”. Make sure this is entered into the WAP address:

  • The T-Mobile APN is: wap.voicestream.com
  • Leave the User Name and Password blank.
  • Be sure to save this before you exit the screen.

Note: You may need to enter your T-Mobile username and password, the same information used for logging into www.t-mobile.com/bwc. If it still does not work properly, just call T-Mobile and ask them to get the “wap.voicestream.com Internet Access Point Name” added to your Blackberry account at no charge.

24. My phone is showing “network error” when I try to register Privus Mobile. What’s the problem?

There may be a problem with your wireless provider’s network, or you may be outside your service area. Check your wireless provider’s website to see where it offers mobile Web coverage. To function properly, Privus Mobile requires mobile Web coverage, either through your cell connection or through WiFi.

25. I entered my name incorrectly when I registered. Can I change that?

Yes, just re-register the software by clicking on “Registration” in the Privus Menu and type your name correctly. You must enter the correct registration code.

26. I received a message that said “Registration failed.” What do I do?

Wait 30 minutes and click the Privus Mobile icon to retry registration.

27. I received a message that said “Processing registration,” and I haven’t received any callers’ names. What should I do?

Your account is on hold until we have confirmed your purchase. This should take no longer than a few hours.

28. I received a message that said “Not allowed”. What does that mean?

Your account has been turned off due to abuse of the service.

29. I received a message that said “#Deactivated#”. What does that mean?

Your subscription was cancelled, and the software has been de-activated by the server.

Please purchase a subscription to re-activate or un-install Privus Mobile.

30. I received a message that said “Free trial over. Please subscribe at PrivusMobile.com”. What does that mean?

Your trial has expired, and the server has not received confirmation of your subscription purchase. Either purchase a subscription or re-install the application to make certain that you entered your registration code correctly.

31. I continue to receive “Name Unavailable” for every call. What’s wrong?

This is a server status problem. Please check with our customer service for assistance.

34. What do the checkmarks for saving to contacts in the Options menu mean?

If you check “Never save to contacts” the caller’s name will be displayed but never automatically saved to your contact list. If the box is not checked, you will be asked with each call or missed call if you would like to save the caller’s name to your contact list. This notice will remain until you dismiss it.

35. What do I put in the registration line during installation?

Leave it blank if you would like the 10-day trial. If you subscribed to the service, enter the registration number you received during your purchase.

36. How do I disable Privus Mobile?

On a RIM./Blackberry device, go to Privus Mobile, Options, and uncheck the “Enable Privus Mobile” box. Be sure to save the change.

On a Windows Mobile device, go to Privus Mobile, Menu, and choose “Exit”. Or, uninstall the program in “Remove Programs.”

On a Symbian device, go to Privus Mobile and choose “Exit”.

38. How do I cancel my subscription?

To cancel a subscription, please sign in to your Account on the site where you purchased your subscription. The subscription will remain active until the end of the current subscription period, but will not be renewed for the next subscription period once you have cancelled. Contact customer service if you have a problem.

39. Is there a cancellation fee?

No. When your subscription term ends, if you choose to cancel at least 5 days before the end of your current subscription period, your service will simply terminate at the end of your current term. You should immediately remove the Privus Mobile software from your mobile device.

41. I can’t download the software Over The Air (OTA). The link you sent me doesn’t work. What now?

On a Blackberry device, make sure you have the browser options set to “Internet” rather than “WiFi” if you are NOT WiFi connected. Test your browser connection by accessing www.google.com. If the page loads, click on the link we sent you and your software will download automatically. To change the browser default, open a browser, (It will show a blank screen), bring up the menu, choose browser options, and change the setting to either WiFi or Internet depending on your connection.

46. Why do I have to enter a country code when I register?

The application formats international numbers so that Privus Mobile will recognize them. If you live in the U.S. or Canada, the country code must be 1, or you will not receive name responses. If you live outside the U.S. and Canada, please use the country dialing code where you are currently using your mobile device, so the application will append the correct country dialing code in front of local numbers so they can be found in the databases.

48. How do I use the Lookup feature in Privus Mobile?

Click on the Privus icon and open the menu. Choose “Lookup”. Enter any phone number. For a US, Canada, or Virgin Islands number, just enter 10 digits, with no leadings 1s or 0s. For International numbers, enter a “+” then the country code, then the dialing number. For example, a number in the UK would look like this: +4417648911123.

51. How do the options work on Privus Mobile?

The Privus Mobile options menu allows numerous combinations of ID and Voice Cue. To enable any option, just click on the corresponding box. You can enable or disable any combination of Caller ID, Text ID, and Voice Cue with or without Bluetooth. Try various combinations until you find one that suits the way you use your device.

52. How do I control Voice Cue?

Voice Cue can be active, with or without Bluetooth connectivity. Volume control is handled by your device profile, so if you are on vibrate the name will not be announced until you change to an audible tone profile. Voice Cue will only announce a Text ID based on your delay setting in the options menu, so you won’t get repeated announcements during a text conversation. Caller ID will always announce, based on your phone profile. New texters are always announced once. If you do not get an announcement for a Caller or Texter, make sure you have Caller ID and/ Text ID enabled in the options menu for people NOT in your contacts list. Voice Cue will announce people in your contacts list for all Calls and all Texts but not unknown numbers unless you have Caller ID and/or Text ID enabled.

RIM/BlackBerry

10. My Blackberry is stuck registering at 95%. What can I do?

Re-download the application following the steps in FAQ 16 and check the box “Set Application Permissions”. Make sure “Connections”, “Interactions” and “User Data” are all set to “Allow”.

Or, go to “Options”, “Advanced Options”, “Applications” and scroll down to Privus Mobile. Bring up the menu and choose “Edit Permissions”. Make sure all choices say “Allow”. Bring up the menu and choose “Save”. Go back to the main screen and reboot the device. Choose the Privus Mobile icon and the application will register.

17. How do I install the Privus Mobile software on my Blackberry?

Follow the steps in FAQ 16 to download the free software. The installation should begin automatically once the software is on your device. Please respond “Yes” to any prompts about accessing phone data or contacts data, and check “Don’t ask this again”.

When the registration screen appears, please enter your First and Last name and the registration code given to you when you purchased. For a free trial, leave the registration code blank. After successful registration, an options screen will present choices for saving the names of people who are not in your contacts list. If you leave the box unchecked, you will be asked every time if you wish to save the name to your contacts list. (Recommended)

If you check “Never save to contacts”, you will see the information but you will not be offered a choice to save in contacts. You may, of course, still save the name manually at any time.

32. I keep getting an error message that states “io.java.tunnel exception” (or something similar) when I try to register. What’s wrong?

You either need to change your application permissions or enter a WAP address. See questions 10 and 23.

37. Why don't I get a Voice Cue during texting?

Voice Cue responses are determined by your options settings in the Privus Menu. Click on the Privus icon, then choose Menu, then Options. To activate Voice Cue, please check the appropriate box. If Caller ID is checked, you will get names announced every time, for every call. If Text ID is checked, you will get a name announced for the first text, but will not get another announcement for that same texter for 4 hours. You get a name announced for any new text numbers during that time, but there will be a 4-hour delay before the same texter is announced again.

40. For the EU, how do I enable the WAP settings?

To WAP-enable the handset, click here to find your APN/TCP setting. The setting in your device is usually under “Settings/Options/Advanced options/TCP. They may be in another menu in your device. Please refer to your device instruction manual to find the option in your device.

Windows Mobile

19. Why don't I receive Voice Cue during texting?

Voice Cue responses are determined by your options setting in the Privus Menu. Click on the Privus icon, choose menu, then options. To activate Voice Cue, please check the appropriate box. If Text ID is checked, you will get names announced for the first text, but you will not get names announced for any new text messages from the same number during that selected period. You will get a name announcement for any new SMS texts you receive during that time, however there will be delay before the same SMS is announced again based on the setting in the options menu.

20. Why doesn't Privus Mobile work on my Windows Mobile device?

We do not support TextID or VoiceCue on Windows Mobile 5.0 devices, only 6.x. You can still use our Classic product that features the CallerID function only.

21. Why doesn't Privus Mobile work on my Windows Phone 7 device?

We do not currently support Windows Phone 7 devices at this time. We are researching this still, so check back with us at www.privus.mobi.

22. Why is Privus Mobile not responding to any calls?

Privus Mobile requires a reboot after installation on some devices, so that should be the first troubleshooting step if Privus Mobile does not respond after initial installation.

33. I am trying to register on a Windows Mobile 6 device, but it seems to hang. How long should I wait to see if the registration works?

Registration should take no longer than 30 seconds. If the process hangs without an error message, stop it and go to your security settings to ensure that Privus Mobile has the right to access the Internet and to read contact information. Also ensure that your device is set to accept a Security Certificate from Thawte for the secure access that is required for registration.

Android

47. How do I install Privus Mobile on my Android 2.0+ phone?
  1. Installation:
    1. Click on “Settings “ in the Main Menu.
    2. Scroll down to “Applications”.
    3. Make sure there is a checkmark in the “Unknown Sources” checkbox.
    4. Open the Browser.
    5. Slide open the keyboard and press the Menu button.
    6. Select “Go to URL”.
    7. Type in http://www.privus.mobi.
    8. Click on “Free Download” to begin the installation. If your device is not detected, scroll down and click "Download" next to Android OS.
    9. A window will pop up displaying that the application will be allowed network, call and personal information access.
    10. Select “Install”.
    11. Once Privus Mobile is installed, you should see “Application Installed”.
    12. Select “Launch”.
    13. Read and accept the terms of the EULA.
    14. This should put you at the registration screen.
  2. Registration:
    1. Enter your name in the “Name” field as you would like it displayed to other Privus Mobile Subscribers.
    2. Select your home country from the dropdown list. This is the country in which you are using the phone right now. If you change countries, come back here and change this setting and re-register.
    3. If you purchased directly from Privus Mobile, enter the registration code you received in the “Registration” field or leave it blank if you would like a 10-day free trial. Please enter an email address so you can be notified of updates.
    4. Select the “Publish My Info” checkbox if you’d like other Privus Mobile subscribers to see your caller info.
    5. Select the “Create Contacts” checkbox if you’d like Privus Mobile to automatically save the incoming caller name to your contacts list. Left unchecked, you will be asked every time if you wish to save the information.
    6. When finished, select “Register” at the bottom.
    7. You should see a “Registration Successful” box pop up.
    8. If registration or installation fails, please contact support at customerservice@privusmobile.com.
    9. Test Privus Mobile by calling your mobile device from a number that is not in your contacts list.

iPhone

43. Are there special instructions for the iPhone/iPod/iPad?
  1. Install iPrivus Caller Name Lookup from the iPhone App Store
  2. Click the iPrivus icon to begin
  3. Read and Accept the EULA
  4. Registration
    1. Enter your phone number with no dashes or spaces (5555551212), no leading 1 or 0, no + sign.
    2. Choose your country from the drop down list
    3. Enter your first and last name with a space in between (John Smith)
    4. Tap “Register” You should see “Your 10 day Free Trial is now active.” If you have purchased a subscription, you will see “Thank you for registering”. If you do not see a message, email us for assistance.
  5. Enter the phone number you’d like to lookup in the box and then press “Lookup”. After a couple of seconds at most, you should see a response with the name. You can click “Add Contact” to add a contact to your Contacts list. Choose Mobile, Home, or Work to add the number to the respective choice. Choose Cancel to skip saving.
  6. Tap the “i” to enter the Options menu. You can turn off the “Create Contacts” option by selecting NO. iPrivus will no longer give you the option to save your contacts. To return to having the choice to save, change the setting back to YES.
  7. iPrivus will not function without an active data connection.
  8. If your device sees the response: “Duplicate phone number, please call customer service”, you will need to register with an alternate phone number for the device. Try using your actual cell phone number or your land line number.
44. How do I handle international numbers on the iPhone/iPod/iPad?

For numbers in the US and Canada and the Caribbean, only enter the 10-digit phone number with no special characters, like this: 9998885555. Do not enter leading 1s or 0s. For international numbers, always prefix the number with a + sign, then tap in the country code and the full dialing number.

49. Why do you need my phone number when I register?

We use your phone number to verify your purchase. If the purchase phone number does not match the registration phone number in iPrivus, your application will be deactivated.

50. Why is my iPrivus not working? I bought it at iTunes.

Due to the extraordinary number of jailbroken phones, we sometimes require that you forward your receipt from iTunes to verify your purchase. Also, if you upgrade your device, we will need to know your new device ID. You should contact us with that information.

Symbian S60

42. How do I install Privus Mobile on a Symbian device?
  1. First, ensure that you have Symbian S603rd edition Operating System running in your phone. Currently, this is the only supported Symbian OS. If you don’t have this OS, the software will not install.
  2. Download the application from http://trials.privusmobile.com/SIGNED_PMSym.sis
  3. The software will automatically download. Please choose to automatically start Privus Mobile or you will have to manually restart the application every time you power up the device. Then, go to the main menu and click on the Privus Mobile icon, or find it in the Applications folder.
  4. Read the End User License Agreement and agree, then fill out the registration screen.
  5. Please enter your entire phone number, including the country code if you are not in the US or Canada. Also please choose the correct country where the phone is operating from the drop down list.
  6. If you are trialing the software, leave the registration field blank. Otherwise enter your Registration Code exactly.
  7. Click “OK” when finished. You will see a “Thank you for registering” response if you have purchased a subscription, or “Your 10 day trial is now active” if you have chosen a trial.
  8. Reboot your phone.
  9. You should say “Yes” to the option for Privus Mobile to automatically start every time you power-up the device, or Privus will not be active when you reboot, and you will have to manually restart the application every time you turn on the device.
45. When do I have to push Answer twice on the Symbian phone?

When you receive caller information during ringing and you do NOT have a slider or a flip phone, you must PRESS THE ANSWER KEY TWICE to connect. The first push acknowledges the caller information and the second push accepts the call. If you have a slider or flip phone, just answer normally to accept the call.

Contact Privus Mobile Support

© 2010 by I D You, LLC. All rights reserved. One or more features or applications described herein is protected by US Patent #7,373,335 and other pending patent applications. "Privus Mobile" is a registered trademark of I D You, LLC. The Privus Mobile logo, Privus Home, the Privus Home logo, and I D You are trademarks of I D You, LLC.


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