Frequently Asked Questions about IM+ Talk

If you didn't find an answer to your question in this FAQ, please feel free to contact our team, we will try to answer your question within 2 business days.

General Information:

Registration

Payment Questions:

Application Questions

Device Specific:

iPhone / iPod Touch:

BlackBerry: Please see here.

Windows Mobile Pocket PC:

Symbian Series 60 v3 phones:

Symbian UIQ phones and Java phones:

Android (T-Mobile G1/HTC Dream):

Palm OS devices:

General Information:

What is IM+ Talk?

IM+ Talk is a solution for your mobile that allows you to perform Skype functions and experience Skype features easily.
Features available:

  • Call Skype contacts;
  • Call any landline or mobile phone via SkypeOut;
  • Receive calls from Skype contacts and calls to your SkypeIn number;
  • Get full presence status support;
  • Exchange instant text messages with your Skype contacts;
  • Receive notifications of missed calls and new voicemail messages.

IM+ Talk is available for iPhone / iPod touch, BlackBerry RIM devices, Symbian Series 60 v.3 phones, Android G1, J2ME/Java phones and Palm devices.

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How can I use IM+ Talk in trial?

You may find the trial version of IM+ Talk on our website. Trial version lasts for 7 days and includes all functions and features available in the registered application.
Android users may use IM+ Talk web-service just pointing browser to s4android.com.
iPhone/iPod Touch users may use IM+ Talk web-service pointing Safari browser to s4iphone.com

Can I download IM+ Talk OTA?

Yes, you can download IM+ Talk directly to your mobile OTA from our WAP-site:
wap.shape.ag

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Where can I find updates?

SHAPE customers can update for free.
You can download free updates on our site.

IM+ Talk for BlackBerry
IM+ Talk for Symbian S60 v3 phones
IM+ Talk for WM Pocket PC
IM+ Talk for WM Smartphone
IM+ Talk for Palm devices
IM+ Talk for Java powered phones

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Where can I purchase the application?

Your can purchase IM+ Talk from our site:
IM+ Talk for BlackBerry
IM+ Talk for Symbian S60 v3 phones
IM+ Talk for WM Pocket PC
IM+ for WM Smartphone
IM+ Talk for Palm devices
IM+ Talk for Java powered phones
IM+ Talk for Android
IM+ Talk for iPhone/iPod Touch (web-based)
You may use free 7-day full-functional trial before purchase.

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How do I register IM+ Talk? How can I get a license code?

When you purchase IM+ Talk from our website, you get an e-mail from SHAPE, which includes a license code to register the application. Please be sure to check your SPAM or JUNK folder, if you cannot locate the e-mail in your inbox.

Tip: All updates are free of charge for our users.

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I haven't got the license code from you yet!

The e-mail could be blocked by your spam filters. Please check your "Spam" or "Junk" folder.
If you haven't found it, please fill in the support form and specify the online shop where you have purchased our software and what e-mail address you have used during the checkout process.

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I´ve lost my license code for IM+ Talk. Can I have it sent to me or maybe get another one?

Please fill in our License Reminder form entering your email address, which you used when purchasing the product. In a few minutes the license code will be delivered to the email address you have specified.

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I have received the error message ´Invalid license code. Please check and reenter it´. What should I do?

You have input the license code incorrectly. Please check your license code; it consists of 15 symbols, letters and digits only.

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I have received the error message "Your license is intended to register another version of IM+ or another SHAPE product".

You are trying to enter a license code which is intended to register different IM+ Talk version or another SHAPE application. In this case fill in the support form, denote the mobile device model and your license code, and we will process your request ASAP.

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If I have two devices, can I use one license code for both devices?

For most of IM+ Talk versions you can use one license code for IM+ Talk on one device only.
If you are a user of web-based IM+ Talk (Android and iPhone / iPod Touch version), your registration is associated with your Skype name, so you may IM+ Talk for both similar devices with the same license code. Just login with your registered Skype name.

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What are my charges for using IM+ Talk?

Initially you pay the price for the application. The price you pay is a one-time fee with all future updates included.
Web-based iPhone version of IM+ Talk also allows monthly subscription.

When you start using IM+ Talk the charges are the following (depending on the services used):

  • For any voice communications either Skype credits or Skype subscription are necessary. SkypeOut is a service by Skype that lets you make and receive calls in IM+ Talk cost efficiently.
    Learn more about SkypeOut
    Check Skype call rates.  

Here's how you can calculate the call rate in IM+ Talk if you use Skype credits.
When you make a call both the contact person and you will get the call. This is because when you use IM+ Talk you are actually making two calls:
one – to your Skype contact on PC or to a phone number and another – to your callback number.

Let's say Mary is on IM+ Talk, lives in Mexico and wants to call her college friend who now lives in China and has Skype on her PC. Skype call rate will be equal to destination rate for calling to Mexico-Mobile ($0.386).

Let's say Mary is on IM+ Talk , lives in Mexico and wants to call her college friend who now lives in China to his China phone number. To calculate the Skype call rate, just add the destination rate for calling to Mexico-Mobile ($0.386) and the destination rate to call China ($0.024). So the rate to call from Mexico to China via SkypeOut is 0.41.

  • Separate charge for data traffic applies to both voice and text communications in IM+ Talk.
    With IM+ Talk minimal data traffic is involved when you send voice or text. On average 5Kb of traffic per hour is used when you stay online in IM+ Talk and send or receive messages. Kb of traffic will depend on how long your contact list is and how often your Skype contacts get online/offline.
    NOTE: If you are on unlimited data plan, there will not be additional charges for data traffic.

Note: If you are charged for the incoming calls by your wireless carrier then there will be additional fee for the incoming call.

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I call Skype contact on PC. Why am I charged for the call?

When you make a call both the contact person and you will get the call. This is because when you use IM+ Talk you are actually making two calls: one - to Skype contact on PC and another - to your callback number. As you receive an incoming call to your callback phone you will be charged for it. The call is possible due to Skype credits on your account or to Skype subscription.

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What are my charges for call when I am in international roaming (abroad)?

When you are abroad with your mobile your calls will be charged according to roaming rates for incoming calls to your callback number. You can reduce charges for the calls using any landline number of the country where you are now as the callback phone number. Just enter it in the Call Phone menu, or in IM+ Talk login page, or in "Locations". Alternatively you can use local SIM-card.

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Why do I have to pay for all incoming calls from my Skype contacts and for all outgoing calls to Skype contacts?

As you know wireless network communications are not free. If they were, we wouldn't have to pay to our mobile operators. So, that's the answer to the question why you have to pay.
Voice in wireless network can be transferred as voice (VoIP) or as voice data (like via SkypeOut). To explain why we chose SkypeOut over VoIP please see the table below:

  SkypeOut VoIP

Cost

Skype Call Rate

Uses a lot of traffic

Call Quality

Skype Voice Quality
Normal

Wireless data transfer
Low to Poor

Call Management

Voice call will never interrupt your Skype call and vice versa

Voice call can interrupt your Skype call at any moment

IM+ for Skype uses SkypeOut to transfer voice data over this wireless network, which ends up being rather cost-efficient if compared to Voice over IP (VoIP). With VoIP the data charges would be much higher than the charge with SkypeOut.
Furthermore, the call quality is better when you use SkypeOut rather than VoIP. 
So, overall, VoIP would generate more traffic and would not guarantee good call quality, whereas communications via SkypeOut generates little data traffic and provides a high-quality conversation.

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What are my charges for senging SMS using IM+ Talk?

IM+ Talk uses Skype credits to send SMS messages. The charges to send SMS from IM+ Talk varies depending on the country. Check Skype's SMS rates.

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Where can I purchase the Skype credits?

Simply click here to go directly to the required webpage. Your Skype login information is required before you can get subscription or purchase Skype credits.

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Do I have to pay for VoIP?

No VoIP is used during incoming or outgoing calls. VoIP would generate much traffic and would not guarantee good call quality, whereas communications via SkypeOut generate little data traffic and provide a high-quality conversation.

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Will my mobile operator charge me for calls made by IM+ Talk?

You will be charged for data traffic used, unless you are under an unlimited data plan, in which case your operator will only receive the monthly payment that you usually pay for the unlimited data plan.

If you are charged for the incoming calls by your mobile provider, then there will be additional fee for the callback.

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How does your solution work with data rates?

IM+ Talk uses data connection in order to stay online, send and receive text messages. Each message is about 0,5 kB. Contact your wireless carrier to get data rates.
If you are under an unlimited data plan, you will not have any extra charges for data traffic.

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Can I use SkypeIn with IM+ Talk and what are my charges in this case?

You may get incoming calls to your SkypeIn number when you use IM+ Talk. In this case you will be charged by your mobile provider for outgoing call to your SkypeIn number.
NOTE: You cannot use your SkypeIn number as a callback number. In any case you would need to specify another mobile or landline phone number for callback.
IM+ Talk, Blackberry version, also allows you to use SkypeIn for outgoing calls. If you have a SkypeIn number, you will not be charged Skype credits for callback. But you will be charged by your mobile provider for outgoing call to your SkypeIn number.
That's why we recommend you to use SkypeIn for outgoing calls only if it is a local number of your country or if your mobile provider offers favourable tariffs for calling this phone number. Otherwise your mobile provider may charge a good deal of money for outgoing call to your SkypeIn number.
Using SkypeIn allows to calls you Skype contacts without SkypeOut charges. But you still need Skype credits or Skype subscription, if you want to call landline and mobile phones using IM+ Talk.
If you have decided to use SkypeIn for outgoing calls, in IM+ Talk please go to "Menu"/"Locations", press the menu button and select "Create SkypeIn". Enter your SkypeIn number and select "Create" from the menu.
Then please highlight SkypeIn, press the menu button and select "Activate Location".
Then please check your callback number. Please go to "Locations", highlight "Mobile/ Active" press the menu button and choose "Edit Location".
Please select the country code from the list and enter the city code or the code of your mobile provider and then your number.

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I have the Skype Unlimited subscription. What are my charges for using IM+ Talk?

If you use Unlimited Europe, Unlimited country or Unlimited World, you won't pay for outgoing calls to phone number within the range of your Skype subscription.
Also you won't pay for callback to your phone number, if it is within the range of your Skype subscription.
Learn more about the Skype Unlimited subscriptions.

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My data plan does not include voice service. Can I use IM+ Talk?

Yes, you can forward your calls to another mobile or landline phone. Just enter the phone number in the login page or in "Locations" menu and save the settings. All your calls will be forwarded to the number you have specified.

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I have purchased software, but haven't got the registration/license code from you yet!

Your license code was sent you automatically after purchase. The email could be blocked by your spam filters. Please check your "Spam" or "Junk" folder.

If you haven't found it, please fill our license reminder form.

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What connection does IM+ Talk use?

IM+ Talk works via Internet/Web GPRS, EDGE, 3G, CDMA, UMTS or WiFi connection.
You will not be able to use IM+ Talk via WAP, SMS, MMS or HTTP proxy connection.

Please find a list of known settings for BlackBerry, Nokia or Sony Ericsson devices. If you have different type of device please contact your wireless carrier and make sure that you have full internet TCP/IP-based access enabled and that you are allowed to use 3rd party internet applications.

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My contact list in IM+ Talk differs from the contact list on desktop Skype.

This problem doesn't occur from our side. It might happen with a usual Skype also.  This issue doesn't have anything to do with the API. It is related to how presence information is distributed in the Skype P2P cloud. You can learn more about this problem here.
Our developers are making an effort to optimize the situation.

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What is the ´Call Phone´ for?

This option allows you to set callback number for outgoing calls

Note: In some cases Skype calls to landline phones are generally cheaper than to a mobile or even free. You can specify any landline phone number in the 'Call Phone' menu.

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Why does my mobile ring when I make a call?

When you make a call both the contact person and you will get the call.
This is because when you use IM+ Talk you are actually making two calls: one - to Skype contact or to phone number and another - to your callback number.

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I made a call and heard nothing

When you make a call both the contact person and you will get the call.
This is because when you use IM+ Talk you are actually making two calls: one – to Skype contact on PC and another – to your callback number.
Once connection is established you receive a callback to your phone number.

If you can't receive a callback, there could be two reasons:
1) You do not have Skype credits. Skype credits or Skype subscription are required for all incoming and outgoing calls in IM+ Talk.
Learn more about SkypeOut.

2) You have entered a wrong phone number in IM+ Talk login page or in Locations.
Please make sure that correct country or region is selected.
Also please check if your phone number includes city or mobile carrier code.

NOTE: Calls to short numbers can not be performed.

If you are sure that you have Skype credits or subscription and that your callback number is correct, please try to call to Skype test account echo123.

If the call is successful then please try to call another contact and, if you still have the problem, fill in the support form and describe the situaton.

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Can anyone use my Skype account on the PC when I use IM+ Talk?

We don't recommend that you let anyone use your Skype account on the PC while you are using IM+ Talk on your mobile device.

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I do not receive calls in IM+ Talk, they go to my Skype voicemail instead. What should I do?

The reason of this problem is that you have activated Skype voicemail. You would need to disable this functionality.
In Skype on your computer please select 'Tools', then 'Options'. Choose TAB 'Calls', then 'Voicemail' and disable this function.
Then you will be able to receive Skype calls in IM+ Talk.

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Are my Skype name and password saved anywhere?

Skype name and password are only saved locally in your mobile application. The information is not stored on server side.

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How can I contact SHAPE for support?

Please fill our support request form

If you have any problem while you are using the application on your Blackberry, you can send a request to our support team from the application itself. Just select 'Support & About' from menu, enter the required information into support request form and select 'Send request' from menu. Your request with attached log file will be sent to the support if the appropriate checkbox is marked.

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Symbian Series 60 v3 phones:

I received the message "Certificate error. Contact the application supplier" when trying to install IM+ Talk on my Symbian Series 60v3 phone. What should I do?

In order to continue installation, just perform the following procedures:

  • Go to your cell phone Menu
  • Select Tools, then Application Manager.
  • When you are in Application Manager, click Options and select Settings.
  • Click on Software Installation and choose the option "All".

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Symbian UIQ phones and Java phones:

How to install IM+ Talk on my mobile device?

You can download IM+ Talk for Java phones from our website

Alternatively you can download IM+ Talk for Java phones directly to your mobile device from our wap-site: wap.shape.ag

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I received the message "IM+ Talk is not allowed to use network connections now. Please allow connections for IM+ Talk". What should I do?

IM+ Talk works via Internet/Web GPRS, 3G, CDMA, UMTS or WiFi connection.
You will not be able to use IM+ Talk via WAP, SMS, MMS or HTTP proxy connection.

Please find a list of known settings for Nokia or Sony Ericsson devices. If you have different type of device please contact your wireless carrier and make sure that you have full internet TCP/IP-based access enabled and allowed to use 3rd party internet applications.

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Windows Mobile Pocket PC:

How to install IM+ Talk to my Pocket PC?

There are two ways to install IM+ Talk for Pocket PC:

  1. Download .exe file
  2. You need Microsoft ActiveSync to be installed on your desktop computer
  3. Connect your mobile device to your desktop computer
  4. Start the installation program
  5. Confirm the request of the installation program to install «SHAPE IM+ Talk» with «yes».
  6. You can select the language for user interface on your Pocket PC while Setup the program
  7. Installation is finished.

This way is recommended. If you have problems installing IM+ Talk this way, please try second method:

  1. Download .cab file to your desktop. Do not extract files from CAB archive!
  2. Connect your Pocket PC to your desktop.
  3. Open "My Pocket PC" folder using Active Sync.
  4. Move this .cab file to "My Pocket PC" folder (drag&drop).
  5. Then open "My Pocket PC" folder from your PPC.
  6. Click on this .cab file. Installation will start.

NOTE: You can also download your .cab file directly to your Pocket PC.

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Palm OS devices:

How to install IM+ Talk to my Palm?

You can download IM+ Talk for Palm OS from our website

  1. Connect your Palm device to the PC.
  2. Open Palm Desktop (application for transferring files to Palm), and transfer the *.prc file to your Palm.
  3. Run the *.prc file from archive using HotSync (Palm system utility) on your Palm and proceed with installation.
  4. IM+ Talk icon appears among other application icons on your device.
  5. The installation process is finished. You can start working with IM+ Talk now.

Alternatively you can download IM+ Talk for Palm OS directly to your mobile device from our wap-site: wap.shape.ag

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What should I do when I receive the message ´Could not connect to the server. Please try again later´?

To check if you have enabled Internet please follow these steps:

1. Select Prefs from the Application menu and then Network.
2. Select the Service that you would typically use to connect to Internet from your Palm and click connect.

If the Internet connection is established, but you have problems connecting to the services in IM+ Talk, please fill in the support form, describe the situation in more details and our Support Team will help you ASAP.

If the Internet connection is not established, please contact your mobile provider and request internet connection settings, then try to connect in IM+ Talk again.

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iPhone / iPod Touch:

How to use IM+ Talk on my iPhone / iPod Touch?

To start using IM+ Talk please point your Safari browser on iPhone / iPod Touch to: s4iphone.com

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How do I cancel my PayPal Monthly Subscription?

You can cancel your subscription from your transaction history. To cancel an active subscription, please login to your PayPal account and perform the following steps:

Click the My Account tab.
Click the History tab.
Click the Details of the subscription in question.
Click Cancel Subscription.

Your subscription will be canceled and your license will expire at the end of the subscription month.

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Android:

I'm trying to open s4iphone.com and the page is blank. What could be wrong?

Please enable Images, Cookies and Java script in your mobile browser settings.

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