FAQ

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Here's a TOKU-rrific solution to some commonly asked questions.
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  • Getting Started
  • Making Calls
  • Topping Up
  • Call Forwarding
  • Stealth Mode
  • Virtual Number
  • Vouchers
  • Others
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  • 1. How do I install or download TOKU?
     

    TOKU is a mobile phone app available through the App Store (Apple) or Play Store (Android) on your mobile phone. Click the links below to download the app through your mobile phone.

  • 2. How do I register for an account?
     

    Easy peasy. Download the app and follow three simple steps to get going.

    Step 1: Enter your country code and mobile phone number into your TOKU app.

    Step 2: Receive an SMS on your mobile phone containing a 4-digit OTP (One Time Password).

    Step 3: Enter the OTP you received into the verification screen on your TOKU app.

    Voila! You’re done and ready to make your first call.

  • 3. I am having trouble with my OTP (One Time Password)
     

    Your OTP is unique and only valid for 60 seconds. So be quick!

    Requesting for a new OTP or entering the wrong OTP too many times may result in your account being locked to protect your security for up to 24 hours. If your account is locked. Contact us.

  • 4. Do I need a callname? How do I choose one?
     

    The answer is YES! Every TOKU user needs a callname to make and receive calls.

    Your callname has to be a minimum of 3 to a maximum of 30 characters in length and should only consist of alphabets, numbers and/or the underscore symbol e.g.(John_smith)

    Your callname is permanent and will be shared with people you want to receive web calls from... so choose carefully!

       

  • 5. What if the TOKU callname I want is taken?
     

    If your chosen callname is taken, you will have to choose another one, as all callnames are on a first-come-first-served basis.

    If you are a corporate or business user and your company callname is taken, contact us.

  • 6. What is my personal TOKU web call link? How do I use it?
     

    Your personal webcall link is attached to your callname. The URL to follow is:

    http://my.tokuapp.com/yourcallnamehere

    Anyone who accesses your TOKU webcall link can make a call to you right away - no registration or lengthy authentication processes needed. So get sharing.

    Note: The webcall function is currently supported by Chrome only. 

  • 7. Do I need to share my e-mail with TOKU?
     

    Yes. Your e-mail address is required from time to time to ensure that your account details can be backed up, should you ever change or lose your phone number. So, don’t take too long to verify your e-mail address.

    We do send the occasional e-mail containing important account updates, exclusive content and special promotions that you can unsubscribe from at any time. Your data is safe and will never be shared with any third parties. That’s our TOKU promise!

  • 1. How do I make a call with TOKU?
     

    Easy. Open the app and navigate to the Contacts section. Click on the Phone Icon next to the name of the person you'd like to call.. and TOKU will get you connected.

    TOKU recommends: Best Available call Option.
    Depending on where you are, or who you are calling, our TOKU-tastic technology will provide you with the best available call option, in real-time.

    Prefer a different call option? Not a problem.
    Just click on the horizontal ellipsis icon (it looks like three dots … ) located at the bottom right of the screen. From there, you will be able to choose from the other call options available

                      

     

  • 2. What are all TOKU’s call options?
     

    We have five TOKU-mazing call options at present:

    OPTION 1:  FREE CALL
    How it works: Make a call over your internet or data connection.

    It’s free for a TOKU user (you) to call another TOKU user (friend) over a stable internet connection.

    To find out if your friend is already a TOKU user, click on the Contacts section, followed by the "TOKU” tab. All contacts displayed there are fellow TOKU users that you can call for free. Just click on their name and call away!

    Note: Free Call requires an Internet connection or Mobile Data. Any charges incurred for these services with your local Internet and/or Mobile Service Provider (MSP) will apply.

    OPTION 2: CALL OUT
    How it works: Make a call over your internet or data connection to a mobile or landline number anywhere in the world - for one of the lowest call rates around.

    Call out lets you make calls to any number (both mobile and landline!) in any country worldwide for a very affordable rate.

    Note: Call Out requires an Internet connection or Mobile Data. Any charges incurred for these services with your local Internet and/or Mobile Service Provider (MSP) will apply.

    OPTION 3: CALL THRU (*Available in Singapore only)
    How it works: Through the TOKU app, make a local call from your mobile to a local TOKU number and get connected to any International Number of your choice.

    Call Thru allows you to make an International call to any mobile or landline without the expensive international call charges. Just choose the Call Thru option and we take care of the rest!

    Note: Call Thru is only available in Singapore at the moment. but we are working hard to roll this feature out to more countries. In SG? Your local outgoing voice call charges will apply.

    OPTION 4: CALL BACK
    How it works: Make a request to call a contact and TOKU calls you back once connected.

    If you choose the Call Back option next to a contact on the TOKU app, our clever servers will call you back and connect you to the number attached to the contact requested.

    No Internet connection for your app to work? Not a problem, TOKU can also send Call Back requests to the TOKU servers via SMS.

    Note: Call Back requires incoming voice calls and your MSP voice call charges will apply.

    OPTION 5: NATIVE CALL
    How it works: This option exits TOKU and makes a standard call from your mobile.

    On the rare occasion that we have to go back to basics. TOKU will connect your call outside of the app through the standard dialer pad on your mobile.

    Note: Native call requires outgoing calls and your MSP voice call charges will apply.

  • 3. Can I dial emergency numbers with TOKU?
     

    Sorry, we don’t support emergency calls. Please make a regular call for these services.

  • 4. Can I use TOKU when I am overseas?
     

    Yes you can! However, Internet or Data charges will apply.  Please check the source of your internet connection or data roaming plan through your MSP (Mobile Service Provider) prior to use.

    If you are a Singapore user. Call Thru will incur roaming charges as set by your MSP.

  • 5. How do I view my Call logs?
     

    Head to the "Recent" section and click on the contact to view your call log by contact.

             

  • 1. How do I top up my TOKU?
     

    Click on the "More" section in the app and click on the "Top Up" tab. We offer three credit options for top up  USD $5, $10 and $25 for you to choose from.

    APPLE IOS: You can top up via in-app purchases.
    ANDROID: You can top up via the app, which will redirect to PayPal to complete the transaction.

                           

  • 1. How do I enable the Call Forwarding function on TOKU?
     

    Click the “More” section and click on the Call Forwarding tab. On there you can select the number(s) you want to activate Call Forwarding to. You can register up to 2 phone numbers too.

    Never miss a call again!
    Setting up Call Forwarding means that you will always receive calls made to your TOKU account.

  • 2. Can I change the numbers that I have linked my TOKU account with?
     

    For your primary number i.e. the one that you first registered with, you can change it only once every 3 months.

    For secondary numbers, you can change them as many times as you want.

  • 3. How do I add additional numbers to forward my calls to?
     

    In the Call Forwarding section, click the “+” sign at the top right-hand corner of your screen.

    Select the country code of the number you want to add (you will see it in the list of available regions). Then enter the number you wish to forward to, and an SMS containing a 4-digit OTP (One Time Password) will be sent to your mobile for verification. Key in the OTP into the TOKU verification screen and you are ready to go.., easy as pie!

    Note: To add a number successfully, you have to verify it first.

       

  • 1. What is TOKU’s Stealth Mode subscription?
     

    TOKU’s Stealth Mode allows you to hide your caller ID from the person you are calling.

          

    The feature works on a month-to-month subscription basis and begins on the day you make the purchase and will last for a month.

    For example,
    - If you purchase Stealth Mode on 28th September, it will expire on 28th October.
    - If you purchase Stealth Mode on 31st January, it will expire on 28th February.

    You may choose to have your subscription renewed automatically or manually.

  • 2. How much does Stealth Mode cost?
     

    TOKU’s stealth mode subscription is priced at USD $0.50 a month.

    This amount is deducted from your credit balance, so make sure you have sufficient credit beforehand!

  • 3. How does Stealth Mode work?
     

    When activated, calls made via TOKU will be shown as “Unknown” to the person you are calling. This applies for all contacts and all types of calls made through TOKU.

    The Masked icon will also appear on the bottom right hand corner of your Contacts screen, reminding you that your Stealth Mode has been activated

  • 1. What’s a Virtual Number?
     

    Virtual numbers, aka Direct Inward Dialing (DID), are phone numbers without physical lines. This means that you can own multiple numbers with only one device and one SIM card.

    With your disposable number, you can make or receive calls. All the calls will be forwarded on the Toku app and without swapping your SIM card, you will stay connected on up to 5 phone numbers in one device.

    You can use a virtual number:

    • ● For services that need additional privacy (for example to rent, sell, play). That way, your “real” phone number is not exposed to people, companies, or risks you aren't comfortable with. You will organise and separate better your personal and professional life.
    • ● To get a presence in Singapore. With international calling at the cost of a local call, you can expand your business presence overseas and have your clients reach you easily as if you were there.

    It is particularly useful if

      • ● You want to expand your business and would like a local presence in Singapore
      • ● You want an extra layer of privacy for online transactions. You could be working as a freelancer on online platforms (Freelancer, Fiverr etc) or selling in online marketplaces (Craigslist, Etsy, eBay, Carousell)
      • ● You are using dating applications (Tinder, Grindr, Paktor, Adult Sites)
  • 2. How can I purchase a Virtual Number?
     

    You can purchase up to 5 disposable numbers.

    Go to the "More" page, choose "Virtual Number" and tap on "Add A Number" to lease a Virtual Number.

    For the iOS users: Make sure you have sufficient credit beforehand! The amount will be taken from your current credit balance.
    For Android users: You can top up your account via Paypal.

    See also “How can I top up”

  • 3. How much does it cost?
     

    All the incoming calls are FREE!

    To purchase an IDD number, it’s the price of chicken rice!

    1 month $3.99
    3 months $10.77 ($3.59/month)
    6 months $19.14 ($3.19/month)
    12 months $33.48 ($2.79/month)

            

  • 4. How do I make and receive calls with my Virtual Number?
     

    From the "Contact” page, select the Toku Number you want to use to make a call. Then select the contact you want to call, use the Dialpad to enter a number or go to "Recents".

        

  • 5. In which countries can I get a Virtual Number?
     

    In Singapore for now! Stay tuned as more countries will be available soon.

  • 6. What should I do if my number has expired?
     

    You have 3 months to renew your number or you can buy a new number.

  • 7. Why does TOKU need to verify my ID?
     

    To deter fraud and make sure Toku is a safe place, we will verify the information from users subscribing to virtual numbers. We will request that users provide their Official ID and other related information. You will only be required to do so when you are in the process of subscribing to your virtual number the first time.

    What is shared with us will be kept strictly confidential.

  • 8. How does the verification process work?
     

    First choose if you are buying the virtual number for personal or business use.

    For personal use:

    You’ll need to provide some additional information like your name, ID or passport number and address. All the fields requested are mandatory. Then, complete the verification process by taking pictures of your government ID.

    Make sure the information on your ID is clearly visible

    • Example of ID
      Front

      Back
    • Example for the selfie with ID

    We will compare your selfie to your ID photo. Make sure they match so that you can use your virtual number!

    For business use:  

    You’ll need to provide some additional information like your Company name, registration number and address. All the fields requested are mandatory. Then, complete the verification process by uploading a business registration document.

    Upon successful submission of information, the verification process will take up to 3 working days. You will receive a notification to let you know if there is any problem with the document provided.

  • 9. When can I start using my virtual number?
     

    Directly! You will be able to use your new virtual number once you have made your payment and submitted all the requested information.

    However, if there are any issues with the verification process, your service will be temporarily halted until your identity has been properly verified.

    Be sure to submit the correct information the first time round or to re-submit them on time!

  • 1. I have received a TOKU voucher code? How do I redeem it?
     

     

    Navigate to the “More” section in the app and click on the “Redeem Voucher” tab. Once you key in the voucher code, you will receive the credits.

    If your voucher code requires you to top up in order to redeem the credits, you will be redirected to the Top Up page to continue to process.

     

  • 2. My TOKU voucher code requires me to top up before redeeming it. How do I do this?
     

    Click on the “More” section followed by the “Top Up” tab. Select the value of credits you wish to purchase (in USD $5, $10 or $25 denominations).

    Enter your TOKU voucher code at checkout and proceed to complete the transaction.

  • 3. My TOKU voucher code doesn’t work. Help!
     

    This could be because you may have already used the specific voucher code or it may have expired.

    If you feel this is not the case, contact us and we will look into what went wrong.

     

  • 1. Where is TOKU available? Do you have a list of countries?
     

    TOKU is available worldwide. However, the Call Thru function is only available in Singapore for now.

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