My phone didn’t activate… What do I do?

Often when first setting up a phone for use, we get excited and perhaps rush the process. Patience is a virtue when it comes to activating and programming your phone. First, please follow these three steps:

  1. Restart the phone: Simply power the power off, remove the battery and SIM card (if applicable), wait a few moments, replace the battery and SIM card (if applicable) and power it back on.
  2. Automatic programming: After restart, the phone should go into an automatic programming mode (phone may refer to it as hands-free activation). Please allow the phone to set (without interruption of touching any keys or pressing any buttons) for 10-15 minutes. This allows the phone to fully complete the process of programming itself. The phone may eventually restart. Again, allow it a few minutes to connect and register on the network without interruptions.
  3. Test call: Try to make a test call to verify service is active. If the test call fails, please locate the instructions below based on the type of phone you have and follow the steps provided.

 

If you have an Apple iPhone, please follow these steps:

  1. Connect to a Wi-Fi network (if one is available, if not proceed without connecting).
  2. Tap the Phone icon and pull up the Keypad.
  3. Dial "##25327#".
  4. Tap the green call button.
  5. Reset subscriber settings message will appear - tap Dismiss.
  6. Waiting for activation message will appear - tap Dismiss.
  7. If the activation is successful, an iPhone has been activated message will appear - tap Dismiss.
  8. Your phone is now ready for use.

If you have an Android Smartphone, please follow these steps:

  1. Disable Wi-Fi (do not connect to a Wi-Fi Network).
  2. Tap the Phone or Call icon to open the keypad. 
  3. Dial ##72786#.
  4. When prompted, click "OK" and phone will restart.
  5. After the phone restarts, wait a few minutes for the phone to start hands-free activation and allow it to complete the process. Once the phone powers back on, it will automatically complete the next 
  6. When the phone powers back on, go to “Settings”.
  7. Select the “System Update” option. If this isn't an option under System Update in Settings, it may be in the About Phone menu or on the More tab.
  8. Select "Update Profile". If prompted, click "OK" and the phone will restart. 
  9. When the phone powers back on, go to “Settings”.
  10. Select the “System Update” option. If this isn't an option under System Update in Settings, it may be in the About Phone menu or on the More tab.
  11. Select “Update PRL”. Wait for the PRL update to complete, then touch “OK”. Your device may restart after the PRL update. If it doesn't restart automatically, please restart your device.
  12. Your phone is now ready for use.

If you have an Basic or Feature Phone, please follow these steps:

  1. Tap the Phone or Call icon to open the keypad. 
  2. Dial ##72786#.
  3. When prompted, click "OK" and phone will restart.
  4. When the phone powers back on, go to “Settings”.
  5. Select the “System Update” option. If this isn't an option under System Update in Settings, it may be in the About Phone menu or on the More tab.
  6. Select "Update Profile". If prompted, click "OK" and the phone will restart. 
  7. When the phone powers back on, go to “Settings”.
  8. Select the “System Update” option. If this isn't an option under System Update in Settings, it may be in the About Phone menu or on the More tab.
  9. Select “Update PRL”. Wait for the PRL update to complete, then touch “OK”. Your device may restart after the PRL update. If it doesn't restart automatically, please restart your device.
  10. Your phone is now ready for use.

If the steps above did not work, please try this:

  1. Open up the "Welcome to Twigby" email you received when you activated the phone.
  2. Locate the MSID and MSL numbers in the email. 
  3. On your phone enter ##MSL# (MSL is the code from the email).
  4. Select Edit.
  5. Enter your phone number and hit "OK".
  6. Clear all the zeros and enter in the MSID from the email.
  7. Press Save and the phone should restart.
  8. After restart, allow the phone 10-15 minutes to program.
  9. Make a test call. If test call fails, please chat with us for additional assistance.

 

Still having trouble? 

Chat with a Twigby live agent for further assistance by clicking the orange "Chat Now" button in the lower right hand corner of the page. To view our chat hours click here.

 

 

 

 

 

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