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 make sure you are in an area with coverage and follow these three steps checking for success after each step is complete:

  1. Airplane Mode: Turn ON Airplane mode in your phone for 30 seconds.  Then turn Airplane mode OFF and watch for the phone to get signal. When the phone has signal, place a call to confirm activation success.
  2. Restart the phone: Simply power the phone off, remove the battery (if applicable), wait a few moments and then replace the battery (if applicable) and power it back on. Once the phone has signal, place a call to confirm activation success.
  3. Reset Network Settings: From your phone, go to Settings, and locate Reset Network Settings or Reset Wi-Fi, mobile, and Bluetooth (in some models).  Perform this reset and then allow the phone to get signal again.  Once signal is available, place a call to confirm the activation was successful.

 

If your phone is still active on the old Twigby (Sprint) network ONLY and you find yourself with a need to reprogram it, please follow the above instructions.  If you still need assistance, the below steps may also be needed.

 

If you have an Apple iPhone, please make sure you are in an area with coverage and follow these steps:

  1. Connect to a Wi-Fi network (if one is available, if not proceed without connecting).
  2. Tap on the "Settings" app from the home screen.
  3. Select "General".
  4. Select the "Reset Network Settings" option.
  5. The phone will power cycle itself.
  6. When the phone powers back on, it will begin programming. This is a background task that should not be interrupted. Please do not touch the phone or perform any action for 10-15 minutes.
  7. After waiting at least 10 minutes, if the phone display shows a LTE signal, make a test call. If call is successful, your phone is now ready for use. If the call fails, you may try these steps again or visit twigby.com and click on "Chat Now" to chat with a live agent.

If you have an Android Smartphone, please make sure you are in an area with coverage and 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#. (If you are bring your own phone to Twigby, you can try this code *#*#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. 
  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. After restart, allow the phone a few minutes to connect and register on the network. Then, please make a test call. If call is successful, your phone is now ready for use. If the call fails, you may try these steps again or visit twigby.com and click on "Chat Now" to chat with a live agent.

If you have a Basic or Feature Phone, please make sure you are in an area with coverage and 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. After restart, allow the phone a few minutes to connect and register on the network. Then, please make a test call. If call is successful, your phone is now ready for use. If the call fails, you may try these steps again or visit twigby.com and click on "Chat Now" to chat with a live agent.

 

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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