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Frequently Asked Questions about IM+ for Skype
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

  • What connection does IM+ for Skype use?
  • My contact list in IM+ for Skype differs from contact list on desktop Skype.
  • What is the ´Call Phone´ for?
  • Can I use SkypeIn in IM+ for Skype?
  • Why does my mobile ring when I make a call?
  • I made a call and hear nothing
  • Can anyone use my Skype account on the PC when I use IM+ for Skype?
  • How can I prevent messages I don't want?
  • I do not receive calls in IM+ for Skype, they go to my Skype voicemail instead. What should I do?
  • Are my Skype login and password saved anywhere?
  • How can I contact SHAPE Services for support?

    • Device Specific:

    BlackBerry:

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

    • Symbian UIQ phones and Java phones:
  • How to install IM+ for Skype on my mobile device?
  • I received the message "IM+ for Skype is not allowed to use network connections now. Please allow connections for IM+ for Skype". What should I do?

    • Windows Mobile Pocket PC:
  • How to install IM+ for Skype to my Pocket PC?

    • Palm OS devices:
  • How to install IM+ for Skype to my Palm?
  • What should I do when I receive the message ´Could not connect to the server. Please try again later´?

    • iPhone / iPod Touch:

    Android (T-Mobile G1/HTC Dream):

    General Information:

    • What is IM+ for Skype?

    IM+ for Skype 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;
    • Receive calls from Skype contacts, including 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+ for Skype is available for BlackBerry RIM devices, Symbian Series 60 v.3 phones, J2ME/Java phones, Palm devices and iPhone / iPod touch.

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    • How can I use IM+ for Skype in trial?

    You may find the trial version of IM+ for Skype on our website. Trial version lasts for 7 days and includes all functions and features available in the registered application.

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    • Can I download IM+ for Skype OTA?

    Yes, you can download IM+ for Skype OTA from our WAP-site:
    wap.shapeservices.com

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    • Where can I find updates?

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

    IM+ for Skype for BlackBerry
    IM+ for Skype for Symbian S60 v3 phones
    IM+ for Skype for Pocket PC
    IM+ for Skype for Palm devices
    IM+ for Skype for Java powered phones

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    • Where can I purchase the application?

    Your can purchase IM+ for Skype from our site:
    IM+ for Skype for BlackBerry
    IM+ for Skype for Symbian S60 v3 phones
    IM+ for Skype for Pocket PC
    IM+ for Skype for Palm devices
    IM+ for Skype for Java powered phones
    You can use free 7-day full-functional trial before purchase.

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    • How do I register IM+ for Skype? How can I get a license code?

    When you purchase IM+ from our website, you get an e-mail from SHAPE Services, which includes the lifetime 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" 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 checkout process.

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    • I´ve lost my license code for IM+ for Skype. 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?

    This message could pop up in two cases:
    You are trying to enter the IM+for Skype license code, for the wrong mobiles platform. In this case fill in the support form and denote the mobile device model, IM+ for Skype license code and we will process your request ASAP.
    You may have received the error message if you input the license code incorrectly. Please check your license code; it consists of 15 symbols, letters and digits only.

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

    No, you can use one license code for IM+ for Skype on one device only.

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    • What are my charges for using IM+ for Skype?

    Initially you pay the price for the application. The price you pay is a one-time fee with all future updates included with your purchase free of charge.

    When you start using IM+ for Skype the charges are the following depending on the services used:

    • For any voice communications SkypeOut is necessary. SkypeOut is a service by Skype that lets you make and receive calls in IM+ for Skype cost efficiently. To learn more about SkypeOut go here. IM+ for Skype -Skype calls are not free. Check the rates.  

    Here's how you can calculate the call rate in IM+ for Skype.
    Let's say Mary is on IM+ for Skype, lives in Mexico and wants to call her college friend who now lives in China and has Skype on her PC. SkypeOut rate will be equal to destination rate for calling to Mexico-Mobile ($0.336).

    Let's say Mary is on IM+ for Skype , lives in Mexico and wants to call her college friend who now lives in China to his China phone number. To calculate the SkypeOut rate, just add the destination rate for calling to Mexico-Mobile ($0.336) and the destination rate to call China ($0.021). So the rate to call from Mexico to China via SkypeOut is 0.357.

    • Separate charge for GPRS traffic applies to both voice and text communications in IM+ for Skype.
      With IM+ for Skype, 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+ for Skype and send or receive messages. Kb of traffic will depend on the length of your contact list and the frequency with which your Skype contacts get online/offline.
      NOTE: If you are on unlimited tariff plan, there will not be additional charges for GPRS 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 do I charge 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+ for Skype 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 credit on your SkypeOut account.

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    • What call charges will I get 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 call. 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.

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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 answers the question why you have to pay.
    Voice in wireless network can be transferred as voice (VoIP) or as voice data (like with SkypeOut). To explain why we chose SkypeOut over VoIP please view the table below:

     

    SkypeOut

    VoIP

    Cost

    SkypeOut 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 airtime charge 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 much traffic and would not guarantee good call quality, whereas communications through SkypeOut generates little GPRS traffic and provides a quality conversation.

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    • What charges will I get when I send SMS messages within IM+ for Skype?

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

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    • Where can I purchase the credits?

    Simply click here to go directly to the required webpage. Your Skype login information is required before you can get SkypeOut and/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 through SkypeOut generate little GPRS traffic and provide a quality conversation.

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    • Will my mobile operator charge me for made by IM+ for Skype ?

    Your operator will not charge for SkypeOut. 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.

    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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    • How does your solution work with GPRS data rates?

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

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    • Can I use SkypeIn with IM+ for Skype and what are my charges for using IM+ for Skype?

    Now you can use SkypeIn in IM+ for Skype on BlackBerry devices.
    SkypeIn will be added to IM+ for Skype on other mobile platforms soon.

    When you call you are actually making two calls: one - to contact and another - to your SkypeIn number. If you are not charged within the state due to your plan than using SkypeIn you will pay for the call as if you are making a usual call from desktop Skype to the contact .

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    • I have the Skype Unlimited Calling plan for my account. What are my charges for using IM+ for Skype?

    If you use USA or Canadian mobile phone number you will not be charged only for the calls to the US and Canada.
    In contrast to Skype you will not be charged for the calls to the US and Canada when you are outside the US or Canada.

    To learn more about the Skype Unlimited Calling plan go here

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    • I have Skype Pro. What are my charges for using IM+ for Skype?

    Now IM+ for Skype allows you to use only Skype Pro for Germany. In contrast to Skype your calls to any landline will be free when you are inside and outside Germany too. Just specify a landline phone number in the 'Callback number' window from the 'Call Phone' menu.
    Hope soon you can use Skype Pro for the other countries in full.

    To learn more about Skype Pro go here

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    • My data plan does not include voice service. Can I use IM+ for Skype?

    Yes, you can forward your calls to another phone (mobile / landline phone). Just enter the phone number in the 'Setup' menu and save the settings. All your calls will be forwarded to the number you 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" folder.

    If you haven't found it, please contact us and specify from what online shop you have purchased our software and what email address you have used.

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    • What connection does IM+ for Skype use?

    IM+ for Skype works via Internet/Web GPRS, 3G, CDMA, UMTS or WiFi connection.
    You will not be able to use IM+ for Skype 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 allowed to use 3rd party internet applications.

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    • My contact list in IM+ for Skype differs from 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 https://developer.skype.com/jira/browse/SPA-317
    Our developers are making an effort to optimize the situation and solve this problem as soon as possible.

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    • What is the ´Call Phone´ for?

    This option allows you to set callback number for outgoing calls

    Note: 1.In some cases SkypeOut to a landline phone is generally cheaper or even free than to a mobile. You can specify any landline phone number in the 'Call Phone' menu.

    2. Due to SkypePro SkypeOut calls to the national landlines within the same country are free. Make your calls to any landline free using callback option to a landline phone. Select the 'Call Phone' menu and enter the callback landline phone number.

    To learn more about Skype Pro go here

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    • Can I use SkypeIn in IM+ for Skype?

    Now you can use SkypeIn in IM+ for Skype on BlackBerry devices. SkypeIn will be added to IM+ for Skype on other mobile platforms soon.

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    • Why does my mobile ring when I make a call?

    When you call any contact via Skype, IM+ for Skype redirects the call back to you. That is why your mobile rings.

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    • I made a call and hear nothing

    At first go to the Call Phone menu and check your callback number. Make sure that you have selected correct country or region. Also please check your phone number. It should include city (area) or mobile provider's code.

    Please make a call to Skype test account: echo123.
    If the call is successful then please try to call another contact and if you have still have the problem fill in the support form and specify the problem. If the call was not established please fill in the support form and denote if you receive the callback to your phone when you call.

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

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

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    • How can I prevent messages I don't want?
    To accept only messages from contacts on your Contact List please go to Settings - > Incoming Message Notification and uncheck the "Allow messages from non Contact list users" option.
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    • I do not receive calls in IM+ for Skype, they go to my Skype voicemail instead. What should I do?
    The reason of this problem is that you have activated Skype voicemail. You 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+ for Skype.
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    • Are my Skype login and password saved anywhere?
    Skype login and password are used solely to get you connected to Skype at the moment of sign in. The information is not stored anywhere.
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    • How can I contact SHAPE Services or support?

    If there is a problem with IM+ for Skype Desktop Service on your computer, you can send a request from the desktop service. Just select 'Support' on the Desktop Service window and enter the required information into support form. Then choose 'Send'.

    If you have any problem while you are using the application on your Blackberry, you can send a request to our support team. 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.

    You can also fill in the support request form on our site.

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    BlackBerry:

    • When trying to install the application a message "No additional applications designed for your handheld were found" appears.
    1. This problem happens because you are using not actual version of the Desktop Manager. You should completely uninstall the outdated Desktop Manager (to fulfil "clean" uninstallation) and then install Desktop Manager v.4.1 (or higher) with Service Pack 1. ( can be downloaded from BlackBerry site).
    NOTE: For Blackberry Pearl 8100 the latest Desktop Manager version is 4.2.
    The installation of this service pack makes possible to download and successfully install third party applications on your device.
    In order to work around this problem the user should completely uninstall the outdated Desktop Manager (to fulfil "clean" uninstallation) with subsequent installation of Desktop Manager v.4.1 (or higher) Service Pack 1.

    2. Check installation archive. alx file should be present in it.

    3. If you have already installed IM+ for Skype earlier, IM+ for Skype modules are listed in your Desktop manager. Please delete IM+ for Skype modules from this list and then add new version to it.
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    • How do I update my current IM+ for Skype version?
    If the current IM+ for Skype version number is less than 3.x.x please uninstall your current version first:
    1. Run on your device Desktop Manager and connect device to you PC.
    2. Run Application Loader
    3. Find in list of applications checked IM+ for Skype with action: none.
    4. Uncheck it and press next for deinstallation.

    Next you can download the latest version of IM+ for Skype from our website
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    • How do I upgrade my BlackBerry OS to the latest one?
    To upgrade your BlackBerry OS please contact your Network Operator or find the list of existing links to operator BlackBerry OS download pages at BlackBerry site
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    • I received the message "Registration error: Permission denied". What should I do?
    To get around "Permission denied" on subsequent uses, you need to enable the network permissions popup:
    1. From the BlackBerry's Home screen, select Options - Security - Application Permissions
    2. Select IM+ for Skype
    3. Select Edit Permissions from the menu
    4. Configure the Security Permissions to "Allow" for all categories
    5. Save the changes
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    • I get a message saying: "The application has attempted to open a connection to the location inside the firewall which is not allowed by your IT policy".
    Please reload your BlackBerry handheld code, following these steps:
    1. Launch the BlackBerry Desktop Manager & connect your handheld to the PC
    2. Double-click "Application Loader"
    3. Select 'Next'
    4. Press the 'Advanced' button
    5. Check off the box to Remove All Applications and continue
    Once this is complete, load the system software again, then IM+ for Skype.
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    • I get a message saying: "The application im_skype is attempting to access phone logs. Wold you like to allow access?".
    Select 'Allow' to ensure IM+ for Skype works properly. IM+ for Skype needs to access phone logs to see whether you are calling or receive the call before to transfer data requests. It is impossible to receive calls and transfer data simultaneously.
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    • I received the message "Can not perform connection through SSL" on my Cingular BlackBerry device. What should I do?
    Please contact Cingular to get them to activate a service book on your device. You can also activate it going through the Pearl setup wizard on the phone, including signing up for an account.

    Start by going to Cingular.com/blackberrystart and scrolling to the bottom so you can click on Create or log in to your BlackBerry Internet Service account.

    Then just log in with the account you created during the setup process of your BlackBerry device and click on Service Books and then on Send Service Books and, if your account is indeed enabled for full Internet access, your phone should just fix the problem itself.

    If it doesn't help, please contact your wireless carrier and find out if they have to create IPPP service book account for your device.
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    • When I start IM+ for Skype I receive the message "Could not find a service book entry for IPPP". What should I do?
It could be because of your device is not configured properly for Internet access.
To find out whether you proper service books installed, you should go to Options/Service Books and looking for an entry called "Desktop [IPPP]" or something similar.

1. If you are a BlackBerry Enterprise Server (BES) user.
Your BES administrator should obligatory enable Mobile Data Service (MDS) for your account.
After MDS is enabled for your account but the problem still remains it means that you do not have an appropriate IPPP service book entry. You have to sync your device with your PC to get the IPPP Service Book installed on your device.

2. If you are a standalone user:
In IM+ for Skype go to Settings / Connection and select "Direct TCP".
If it doesn't help, please contact your wireless carrier and find out if they have to create IPPP service book account for your device.
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Symbian Series 60 v3 phones:

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

This message appears because the application is not Symbian Signed yet. Therefore 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+ for Skype on my mobile device?

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

Alternatively you can download IM+ for Skype for Java phones directly to your mobile device from our wap-site: wap.shapeservices.com
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  • I received the message "IM+ for Skype is not allowed to use network connections now. Please allow connections for IM+ for Skype". What should I do?

IM+ for Skype works via Internet/Web GPRS, 3G, CDMA, UMTS or WiFi connection.
You will not be able to use IM+ for Skype 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+ for Skype to my Pocket PC?

    There are two ways to install IM+ for Skype 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 Services IM+ for Skype» 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+ for Skype 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+ for Skype to my Palm?
You can download IM+ for Skype 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+ for Skype icon appears among other application icons on your device.
    5. The installation process is finished. You can start working with IM+ for Skype now.

Alternatively you can download IM+ for Skype for Palm OS directly to your mobile device from our wap-site: wap.shapeservices.com
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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+ for Skype, 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 wireless service provider and request internet connection settings, then try to connect in IM+ for Skype again.
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iPhone / iPod Touch:

  • How to use IM+ for Skype on my iPhone / iPod Touch?

To start using IM+ for Skype 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, Chookies and Java script in your mobile browser settings.

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