Frequently Asked Questions about IM+

General Information:

Registration questions:

Device Specific:

Symbian Series 60, Symbian UIQ phones:

Windows Mobile Pocket PC and Smartphone:

Java phones:

Support questions:

General Information:

What is IM+?

IM+ is an All-In-One Messenger for your mobile device. IM+ supports: Facebook, Skype, MSN/Live Messenger, GTalk, Yahoo!, AIM/iChat, ICQ, Twitter, Jabber, Renren, VKontakte, Odnoklassniki.Ru, Mail.Ru Agent, Gadu-Gadu, MeinVZ, SINA Weibo, mig33, Fetion, Mamba, Yandex IM and Neighbors.
Note: some services are available on certain mobile platforms only. Please check IM+ description for your platform for the exact list of available services.

With IM+ you may communicate from your mobile device, in real-time, cost-saving.

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Where can I buy IM+?

You may buy IM+ at multiple online stores, such as, for example, iTunes AppStore, BlackBerry AppWorld, Google Play, Windows Phone Store, Windows Store.
IM+ for some mobile platforms can be purchased directly via our website.

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When I purchase a license for IM+, is it a one-time fee?

Yes, it is a one-time fee.
All further updates are also free.

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Where can I download a trial IM+ version?

You may find all trial versions on the IM+ download page or on our WAP-site:
wap.shape.ag

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I have purchased IM+, but application tells me that it's in trial. What should I do?

All trial versions may become commercial after user registers it by inserting the license code in special field. So you needn't to download IM+ one more time after purchase. You can register IM+ with the license you have received.

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Can I download IM+ from WAP-site?

Please point the browser on your mobile to: wap.shape.ag

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Where can I find updates?

You may find the latest IM+ version on the IM+ download page or at the online store, where you have purchased our application.

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Where can I find documentation?

You may find all instructions on the IM+ download page.

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I was never able to connect to some of the messaging services. Am I doing something wrong?

Maybe your account was not created correctly or is not configured correctly. Please try to connect using our test accounts and let us know about the results.

Here are the test accounts:
MSN:
Login: shape.msn.test@hotmail.com
Password: test123456
Yahoo:
Login: implustest1
Password: test123456
AIM®/iChat:
Login: implustest4
Password: tester4
ICQ:
Login: 629242896
Password: Im12test
Jabber:
Login: shape.shared@jabber.org
Password: testerim
Google Talk:
Login: implustest@gmail.com
Password: 4support
MySpace:
Login: vizaelggml@gmail.com
Password: t123456
Facebook chat:
Login: implus.fcbk.test@gmail.com
Password: implustest
Date of birth: July 31, 1989
Twitter:
Login:imtestaccount
Password: imtest
Skype:
Login:shape.test1
Password: test123

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What settings should I use to connect to AIM®/iChat?

You may connect to AIM®/iChat (AOL) with the same login and password you use in your desktop AIM®/iChat messenger.
Your login should not contain "@aol.com".
If you are iChat user, your login should contain "@mac.com".
Port: Standard AIM®/iChat port is 5190. If this port is blocked by your wireless carrier, you may have difficulties connecting to AIM®/iChat. In this case you may try to connect using other ports: 80, 443, 110, 25, 143, 53, 8080.
If you have problems connecting to AIM®/iChat with your account, please try to use our test account:
Login: implustest4
Password: tester4
Let us know about the results filling our support request form.
Please provide the following information:
Are you able to connect with your account from desktop messenger?
Are you able to connect with our test account?
How do other services work for you?
Have you ever been able to connect to AIM®/iChat using IM+? If the answer is yes, when did the issue start?

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What settings should I use to connect to ICQ?

You can connect to ICQ with the same login and password you use in your desktop ICQ messenger.
Your login is you ICQ number (without dashes and spaces).
Port: Standard ICQ port is 5190. If this port is blocked by your wireless carrier, you may have difficulties connecting to ICQ. In this case you can try to connect using other ports: 80, 443, 110, 25, 143, 53, 8080.
If you have problems connecting to ICQ with your account, please try to use our test account:
Login: 629242896
Password: Im12test
Let us know about the results filling our support request form.
Please provide the following information:
Are you able to connect with your account from desktop messenger?
Are you able to connect with our test account?
How do other services work for you?
Have you ever been able to connect to ICQ using IM+? If the answer is yes, when did the issue start?

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What settings should I use to connect to MSN/LiveMessenger?

You can connect to MSN/LiveMessenger with the same login and password you use in your desktop MSN/Live messenger.
Your login should contain server address information (e.g. standard MSN server address is @hotmail.com).
Port: Standard MSN port is 1863. If your MSN port is blocked, you can't change it, you can only ask your provider to open this port.
If you receive the following error message:
Your MSN account requires direct authentication on MSN servers due to suspicious activity detected
Please try to login to MSN at:
http://account.live.com/
Then login to MSN via IM+ once again.
If you have problems connecting to MSN with your account, please try to use our test account:
Login: shape.msn.test@hotmail.com
Password: test123456
Let us know about the results filling our support request form.
Please provide the following information:
Are you able to connect with your account using your desktop Live Messenger?
Are you able to connect with our test account?
How do other services work for you?
Have you ever been able to connect to MSN using IM+? If the answer is yes, when did the issue start?

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What settings should I use to connect to Jabber?

You can connect to Jabber with the same login and password you use in your desktop Jabber messenger.
You need to insert the full login information including the server address information for Jabber service.
For instance: "shape.shared2@jabber.org".
Port: Standard Jabber ports are 5222 and 5223.
If you want to connect to your corporate Jabber server, you need to insert correct domain and port information. Corporate Jabber servers usually use non-standard ports. If you are not sure, please contact your Jabber server administrator.
If you have problems connecting to Jabber with your account, please try to use our test account:
Login: shape.shared@jabber.org
Password: testerim
Let us know about the results filling our support request form.
Give us the following information:
Are you able to connect with your account from your desktop Jabber messenger?
Are you able to connect using our test account?
How do other services work for you?
Have you ever been able to connect to Jabber using IM+? If the answer is yes, when did the issue start?

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What settings should I use to connect to Yahoo?

You can connect to Yahoo! with the same login and password you use in your desktop Yahoo! messenger.
Your login should not contain "@yahoo.com".
Port: Standard Yahoo! port is 5050. If your Yahoo! port is blocked, you can't change it, you may only ask your provider to open this port.
If you have problems connecting to Yahoo! with your account, please try to use our test account:
Login: implustest1
Password: test123456
Let us know about the results filling our support request form.
Please provide the following information:
Are you able to connect with your account from Yahoo! desktop messenger?
Are you able to connect using our test account?
How do other services work for you?
Have you ever been able to connect to Yahoo! using IM+? If the answer is yes, when did the issue start?
Please also note the following information.
Yahoo has updated the protocol version in 2012.
Some terms of Yahoo license agreement were changed therefore it is necessary to accept the new version of the license agreement on Yahoo side.

You would need to install the latest Yahoo Desktop messenger at your computer which is available at
Yahoo website. After the installation you will be prompted to view the licence agreement and accept or
decline it. Please accept it and log in with your Yahoo! account.

Alternatively you may accept the agreement at:
http://mail.yahoo.com
(you would need to sign in with your Yahoo account to see the text of the license agreement).

Then please delete your Yahoo account from IM+ and add it once again. After that you will be able to connect with your Yahoo account from IM+.

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What settings should I use to connect to Google Talk?

You can connect to Google Talk with the same login and password you use in your desktop Google Talk messenger.
Your login should contain server address information, e. g. @gmail.com.
Port: Standard Google Talk ports are 5222 and 5223.
If you are trying to login to GTalk with a Google account that doesn't have a Gmail address, you'll need to sign up for a Gmail account.
Please see the following article for details:
http://support.google.com/talk/answer/141360/
If you have problems connecting to Google Talk with your account, please try to use our test account:
Login: implustest@gmail.com
Password: 4support
Let us know about the results filling our support request form.
Please provide the following information:
Are you able to connect with your account from desktop Google Talk messenger?
Are you able to connect with our test account?
How do other services work for you?
Have you ever been able to connect to Google Talk using IM+? If the answer is yes, when did the issue start?

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What settings should I use to connect to MySpace?

You can connect to MySpace with the same login and password you use in your desktop MySpace messenger.
Your login should contain server address information (e.g. @gmail.com).
If you have problems connecting to MySpace with your account, please try to use our test account:
Login: vizaelggml@gmail.com
Password: t123456
Let us know about the results filling our support request form.
Please provide the following information:
Are you able to connect with your account from desktop messenger?
Are you able to connect with our test account?
How do other services work for you?
Have you ever been able to connect to MySpace using IM+? If the answer is yes, when did the issue start?

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What settings should I use to connect to Facebook chat?

You can connect to Facebook with the same login (e.g name@name.com) and password you use on Facebook website.

If you get the birth date confirmation screen, please enter your birth date exactly as indicated in your Facebook profile.

If you do not get birth date confirmation screen or once have entered wrong birth date, please login at www.facebook.com, then login in IM+ once more.

If you still encounter difficulties connecting to Facebook with your account, please try to use our test account:
Username: implus.fcbk.test@gmail.com
Password: implustest
Birth date: July 31, 1989

Let us know about the results filling our support request form.
Please provide the following information:
Are you able to login with your account at www.facebook.com?
Are you able to connect in IM+ with our test account?
How do other services (e.g. MSN, Yahoo!) work for you?
Have you ever been able to connect to Facebook using IM+? If the answer is yes, when did the issue start?

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What settings should I use to connect to Twitter?

You may connect to Twitter in IM+ using the same username and password you use at www.twitter.com.

If you have problems connecting to Twitter in IM+, please try to connect with our test account:
Account name: imtestaccount
Password: imtest

Let us know about the results filling our support request form.
Please provide the following information:
Have you ever been able to connect to Twitter using IM+?
If the answer is yes, when did the problem start?
Are you able to connect with our test account?
Are you able to connect with your account at www.twitter.com?

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What settings should I use to connect to Skype?

You can connect to Skype with your Skype login and password.
Using your MSN account does not work in IM+ for now, sorry. If you encounter difficulties connecting to Skype with your account, please try to use our test account:

Login: shape.test1
Password: test123

Let us know about the results filling our support request form.
Please provide the following information:
Are you able to connect with your account from the desktop messenger?
Are you able to connect with our test account?
Have you ever been able to connect to Skype using IM+ for Skype? If the answer is yes, when did the issue start?

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What is OTR?

OTR is a cryptographic protocol that provides strong encryption for instant messaging conversations.
You may learn more about OTR here: http://www.cypherpunks.ca/otr/
At the moment OTR is available as in-app purchase in IM+ for iOS, IM+ Pro for iOS, IM+ for Android and IM+ Pro for Android.

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Should I purchase OTR separately for IM+ and IM+ Pro?

Yes. Please note that every in-app purchase in iTunes App Store and Google Play is tied to a specific application.
IM+ and IM+ Pro are different applications.
Therefore if you have purchased OTR for free IM+ application, it will not be transferred to IM+ Pro automatically.
We have no possibility to manage this situation from our side, sorry.
In case you would like to use OTR in IM+ Pro, you would need to purchase it via IM+ Pro application.

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MSN: My avatar does not seem to upload. What should I do?

This issue might be related to the fact that your MSN profile is empty.
Please create/edit your MSN profile using MSN Web Messenger at https://login.live.com and upload your avatar there.
Then please try to upload avatar from IM+ once again.

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I don't have a Visa card. Could I purchase your product just sending payment to your bank account?

If you wish to transfer payment to our bank account, you may find all required information here. Please inform us after you have sent money about your payment.

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Are there any alternative ways to purchase your products? I don't have PayPal account or Credit Card.

SHAPE offers various payment options (bank transaction, WebMoney). See details here.

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What are my charges to provider while for IM+?

IM+ has nothing to do with SMS service. IM+ is using your GPRS/Internet connection only and you have to pay for amount of data you send and receive. If you are on unlimited data plan, there are no additional charges.

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I want to change my mobile device. Can I use the same license on my new device?

If you want to change your mobile device to a similar one (e.g. Blackberry to Blackberry, Android to Android), you just need to download IM+ for free and register with your current license.

If you want to change your mobile to another one (e.g. Blackberry to Android) with different platform please fill our support request form.
Select your device type and application first, then provide us with more details: your new device model and your current license.

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Registration questions:

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

When you purchase IM+, you get an e-mail from SHAPE or from the online shop, where you have made a purchase, 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.

Note: If you have purchased IM+ from iTunes (App Store), Google Play, Palm AppCatalog, Windows Store or Windows Phone Store, you do not need a license code.

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

Please fill out our License Reminder form entering the 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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S60 phones, Symbian UIQ phones:

What do I need to get connected with IM+?

IM+ can work via Internet/Web GPRS, 3G, CDMA, UMTS or WiFi connection.
It cannot work 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 that you are allowed to use 3rd party internet applications.

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I receive the message Certificate error. Contact the application supplier when trying to install IM+ on my Symbian Series 60 v.3 phone. What should I do?

To continue installation, please 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 chose the option All.

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When I try to connect to MSN, I get an error message: "Unable to connect. Website has sent an invalid certificate".

In order to fix the problem with MSN connection you would need to download and install additional certificates to your phone.
You would need to unzip this archive, copy the files to your mobile and open them with your file manager.
You will be asked if the certificates are for Internet, Online Access, or VPN.
Please check all. The certificates will be installed.
Then you will be able to connect to MSN successfully.

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Windows Mobile Pocket PC and Smartphone:

What do I need to get connected with IM+?

IM+ can work via Internet/Web GPRS, 3G, CDMA, UMTS or WiFi connection.
It cannot work via WAP, SMS, MMS or HTTP proxy connection.

We recommend you to contact your wireless carrier and make sure that you have full internet access enabled and that you are allowed to use 3rd party internet applications.

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How to install IM+ to my Pocket PC?

There are two ways to install IM+ 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+» 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+ 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 the .cab file directly to your Pocket PC from: wap.shape.ag

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How to install IM+ to my Windows Mobile Smartphone?

There are two ways to install IM+ for Smartphones.

1). Download .exe file to your desktop PC:

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

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

2). Download .cab file to your desktop PC. Do not extract files from CAB archive.

1. Connect your Smartphone to your desktop.
2. Open "My SmartPhone" folder using Active Sync.
3. Move this .cab file to "My SmartPhone" folder (drag&drop).
4. Then open "My SmartPhone" folder from your Smartphone.
5. Click on this .cab file. Installation will start.

NOTE: You can also download your .cab file directly to your Smartphone from: wap.shape.ag

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IM+ disconnects when I receive a phone call.

This problem deals with some peculiarities of GPRS connection. It is not possible to make phone calls and transfer data simultaneously.
But IM+ reconnects automatically after phone call, if it was not longer than 10 minutes.

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Java Phones:

What do I need to get connected with IM+?

IM+ for Java phones can work via Internet/Web GPRS, 3G, CDMA, UMTS, WiFi, WAP or HTTP connection.
It cannot work via SMS or MMS.

We recommend you to contact your wireless carrier and make sure that you have full internet access enabled and that you are allowed to use 3rd party internet applications.

If you have any connectivity problems, we recommend you to go in IM+ to Services / Menu / Settings / Network and try to change connection type selecting TCP/IP or HTTP.
Note: After changing the connection type you would need to restart IM+.

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Support Questions:

How can I contact SHAPE for support?

Please fill in the support request form within the applicaiton.
For most platforms, it is available at "About" - "Support", "About" - "Feedback" or "Help" - "Support&About".

If you cannot fill the support request from in IM+ for some reason, please fill our support request form.

Select your device type and application first, then provide us with more details: your device model, application version, error message text etc.

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Whom should I approach, if I have ordered the false product or if I have questions regarding my purchase, transaction or download from the server of my online-shop?

In case you purchased IM+ from an online-shop, then please contact your online-shop for these issues.

In case you purchased IM+ directly from our website, then please contact our support team.

If you have any technical or registration problems, please contact our support team as well.

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I 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 what online shop you have purchased our software from and what email address you have used.

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