MyTruConnect

Account
Guidelines
TruConnect
November 2023
 • TruConnect recently launched a
new app and website for
customers that allows them to
view their account information and
make changes to their account on
their own.
• This new app/website is called
Mytruconnect and shows the
Background customer the following
information:
• Account Number
• Voice, text, and data balance
• Current email on file
• Plan type
• Billing cycle date (prepaid only)
• Customers can also purchase top
ups and change their plan type
(prepaid only).
 • Due to recent Lifeline program
changes, TruConnect now requires
that all TCD/Street agents help new
Lifeline customers register for their
MyTruConnect account.

Background • This means agents will need to sign

the customer up for Lifeline, then
once approved, go to
my.truconnect.com and have the
customer complete the
MyTruConnect account registration
process.
 Downloading MyTruConnect

• Customers can download

the Mytruconnect app for
android devices by going to
the Google Play Store and
searching for My Account
by TruConnect. The app is
currently not available for
Apple devices.

• Customers can also go to

https://my.truconnect.com
/ to access Mytruconnect
through their web browser.
The website is available for
all devices.
 MyTruConnect Login Page

• Once a customer downloads the

app or enters the website URL in
their web browser, they will be
taken to the Mytruconnect account
registration page.

• The customer can register by

entering their TruConnect phone
number, agreeing to TruConnect’s
Terms and Policy, and clicking Sign
Up.
 • Once the customer enters their
phone number and clicks Sign Up,
they will receive a text message
from TruConnect (58988 phone
number) with a verification code.
MyTruConnect
Phone
Verification
Code
 MyTruConnect Login Page

• Once the customer receives the

verification code, they need to go
back to their browser where the My
Account webpage is open and enter
the 6-digit verification code.
• At this time, they will also need to
create an account password. The
password will need to include 8
characters, one uppercase, one
number, and one symbol.
• If they did not receive the verification
code, they can click Didn’t Get a
Code? to have it resent to their
phone.
 • If you did not receive a text message with a
code after several minutes, then you can
request a code by phone call.
• Make sure to wait a few minutes for the text
before you make another request, since you
will be locked out after 5 attempts.

MyTruConnect
Phone
Verification
Code
 • A phone call will be made to the customer’s
telephone number by TruConnect. Answer the
call to receive the 6-digit verification code.
• Write the code down or enter the code
immediately once you receive the call. If you did
not immediately receive a call, make sure to
wait a few minutes before you request another
call.
MyTruConnect
Phone
Verification
Code
 • If you make more than 5 attempts to request a
code, then you will receive the message below,
saying you have reached your maximum
number of verification code attempts.
• If you have not received a text after several
minutes, we suggest receiving the code by
phone call.
• Always wait a few minutes between attempts!!

MyTruConnect
Phone
Verification
Code
 MyTruConnect – My Plan Page

• Once the customer has successfully signed

up/logged into their account, they will
come to the Mytruconnect dashboard.
Once TCD/street agents reach this part,
they have successfully signed up the
customer for Mytruconnect and will
receive credit for that customer.
• Customers can view their Talk, Text, and
Data balances in real-time, view when their
next billing cycle begins (top right – for
prepaid only) and see what their current
plan is (top left of screen).
• If a customer wants to add a top up to their
account, they can do it manually by clicking
on the desired top up and clicking Buy.
 MyTruConnect – Purchasing Top Ups

• Once a customer selects the Top-Up

they would like to purchase, a credit card
screen will automatically appear.
• If the customer would like to use their
credit card for their Top Up purchase,
they would enter their card information
and click Add to purchase the Top Up.
The customer also has the option to save
the card for future use.
• If the customer wishes to use cash or a
Top Up credit, they need to click X near
the top right of the screen to exit the
window and select another payment
option.
 MyTruConnect – Purchasing Top Ups

• If the customer clicks X on the previous

credit card screen, they will be brought
to another screen where they can select
different payment options for the Top-
Up they selected.
• Here, the customer can select Redeem
Top-Up Card to use a PIN card for
purchase or select Pay In Cash to locate
the nearest TruConnect retail store or
participating MoneyGram location
where they can go to make a payment.
 MyTruConnect – Purchasing Top Ups

• If a customer has money on their

account, it will show up as
available balance.

• This will appear if a customer has

remaining balance from their
Top-Up card or added money to
their account through
MoneyGram.
 MyTruConnect – Purchasing Top Ups

• If the customer selects Redeem Top-Up Card, they will be brought to the screen
below where they can enter the Top Up code found on their Top-Up Card (also
known as a PIN card). This card can typically be bought in stores or online and
have a predetermined amount of money loaded onto the card. Once the code is
entered, the customer can click Redeem to purchase their Top Up.
 MyTruConnect – Pay in Cash Locations

• If the customer selects Pay in

Cash, they will be brought to the
screen shown here to the right.
• The customer can enter their ZIP
code in the space provided, click
enter, and they will have several
locations pop up that are close to
them.
• If no locations pop up, the
customer can click Find other
locations near you to locate a
MoneyGram store where they can
add money to their account.
 MyTruConnect – Pay in Cash Locations

• If a customer clicks on any of the

locations provided on the previous
screen, they will be able to view that
retail store’s name and address.

• They will also be able to see exactly

how far away the store is and where it
is on a map.

• If a customer visits one of these

locations, they will be able to add a
Top Up to their account by paying
cash.
 MyTruConnect Main Page

• From the main menu, there are several

additional changes that can be made to
the customer’s account.
• First, they can click the person icon at 1 2
the top left to make changes to the
personal information listed on their
account. 3
• Second, the customer can click on the
question mark at the top right of the
screen to access Frequently Asked
Questions (FAQs).
• Third, the customer can click change
plan to make plan changes to their
account (Prepaid accounts only).
 MyTruConnect – Personal Information

• If the customer selects the person

icon, they will be able to edit their
personal information on their
account.
• The information that customers
can edit include:
• Contact email
• Credit card
• Password
• Customers can also view their
account number, phone number,
and past purchases.
 MyTruConnect – Change Plans

• If the customer has a prepaid

account and wants to change
their plan, they can do so by
clicking Change Plan from the
main menu.

• The customer can select from the

plans available and follow the
same payment process to
complete the transaction.
 MyTruConnect - FAQs

• If a customer clicks on the ? icon, they

will be brought to the Frequently Asked
Questions section.
• Here they can find answers to the
following questions:
• Do I have to sign up for a contract?
• Does TruConnect provide coverage in my
area?
• How can I contact customer service?
• How much data do I need?
• What wireless plans does TruConnect
offer?
• Where can I purchase TruConnect
products?
• Why TruConnect?
Questions?