How do I manage my account in Self Care?

We want to make managing your account as easy as possible. Here are instructions on how to perform different tasks within Self Care. The first step to any task is to login to your account.

Account Summary

The Account Summary is the page that you are automatically taken to after you login to your Twigby account. It is where you will find your account number, information on your billing period and a summary of the phone line(s) on your account. Each task listed in this section can be performed from the Account Summary page.

How to view your plan:

  • Click on Details > Billing Details to view the invoice for the last plan charged for the line.
  • You can also go Account Settings, scroll down to Line Settings and select the appropriate phone number from the drop-down menu to view the service plans for that line.

How to suspend a line:

  • Click on Details for the phone line you want to suspend.
  • Click Suspend Line.
  • Read the disclaimer to make sure you want to suspend the line and click Cancel or Suspend Line to proceed.

How to view usage:

  • You can view the amount of minutes or data you have remaining in the current billing period by visiting the Account Summary page and clicking on Details. For data, the number shown is in Megabytes (1024 Megabytes = 1 Gigabyte).
  • To view individual calls, text messages and data sessions for the current billing period, click on Usage for the appropriate line.
  • You will be taken to the line usage page.
  • By default, it will be showing Voice usage but you can change it to view text or data.
  • Select the phone number for which you wish to view usage.
  • Select the billing period you wish to view (the current or last billing period will be shown by default).

How to make a payment:

  • In the Account Overview box, click Pay Now.
  • Under Payment Information, choose a card you have on file that you want to use to pay.
  • Enter Payment Amount.
  • Click Submit Payment.

 

Account Settings

The Account Settings is where you can view and edit the settings of your account. The first step to any of these tasks is to login to your account and click on the Account Settings tab.

How to view or edit full name on account:

  • Click on "Full Name" to edit it
  • Click Save

How to view or edit account address:

  • Click on "Account Address" to edit it
  • Click Save

How to view or edit account username:

  • Simply click on "Account Username" to edit it
  • Click Save

How to change your password:

  • Click on "Account Password" to edit it
  • Click Save

How to view or edit your PIN:

  • Your current PIN is displayed
  • To change your PIN, click on "Account PIN"
  • Enter the new PIN and click Save

How to view or edit security questions:

  • Click on "Security Questions" to edit them
  • Click Save

How to view, edit, or remove the primary credit card on account:

  • Click on "Primary Credit Card"
  • Then add the information for the new primary card and click Save Card
  • If you already have another card saved that you want to make the primary, click "Make This My Primary Card" next to it
  • To remove a credit card from your account, click Edit, then click Remove

Line Settings

How to give your line a nickname:

  • Scroll down to Line Settings and select the Line that is needed
  • Click on Nickname
  • Enter the nickname and click Save

How to change your line status to suspended or active:

  • Scroll down to Line Settings and select the Line that is needed
  • Click on Line Status to suspend or make it active again
  • Read the disclaimer to make sure you want to suspend the line and click Decline or Confirm to proceed

How to change the primary line:

  • Scroll down to Line Settings and select the Line that you want to be the primary
  • Click Primary Line to make it the primary line

How to change your plan:

  • Upon logging into your account, go to the Account Settings page.
  • Scroll down to Line Settings and select the line you wish to make changes for from the drop-down menu.
  • To change plans, click on either the Talk/Text Plan or Data Plan header, which will take you to the plans option page.
  • Select whether your wish to build your own plan or select a Smartphone Value Plan.
  • Now, simply update your plan by making your selection, choose to have Overage Protection on or off, and then select when you want to make the change effective.
  • Save your changes by selecting "Continue".

How to turn voice service (calls) off or on:

  • Scroll down to Line Settings and select the Line that is needed
  • Locate the Feature Controls section
  • Click Voice to turn service off or back on
  • Read the disclaimer to make sure you want to turn voice service off or back on and click Cancel or Confirm to proceed

How to turn messaging off or on:

  • Scroll down to Line Settings and select the Line that is needed
  • Locate the Feature Controls section
  • Click Messaging to turn service off or back on
  • Read the disclaimer to make sure you want to turn messaging service off or back on and click Cancel or Confirm to proceed

How to turn data off or on:

  • Scroll down to Line Settings and select the Line that is needed
  • Locate the Feature Controls section
  • Click Data Access to turn service off or back on
  • Read the disclaimer to make sure you want to turn data service off or back on and click Cancel or Confirm to proceed

How to choose your data speeds:

  • Scroll down to Line Settings and select the Line that is needed
  • Locate the Feature Controls section
  • Click Data Speeds and select your desired limit
  • Click Save

How to turn mobile hotspot on or off:

  • Scroll down to Line Settings and select the Line that is needed
  • Locate the Feature Controls section
  • Click on Mobile Hotspot to turn it on or off
  • Click Decline or Confirm to make the change

How to turn voicemail option on or off:

  • Scroll down to Line Settings and select the Line that is needed
  • Locate the Feature Controls section
  • Click Voicemail to turn it on or off
  • Read the disclaimer and click Decline or Confirm to turn it off or back on

How to request to change your phone number:

  • Scroll down to Line Settings and select the Line that is needed
  • Next to Phone Number, click Request New Number
  • Follow the instructions as prompted 

How to change the active phone for a line:

  • Scroll down to Line Settings and select the Line that is needed
  • Locate the Phone Information section
  • Click on Active Phone and enter the information as prompted
  • Click Save

How to order a replacement phone or SIM card:

  • Scroll down to Line Settings and select the Line that is needed
  • Locate the Phone Information section
  • Choose to order a replacement phone or SIM card
  • Read the disclaimer about the replacement phone or SIM card, select Yes or No
  • You will then be able to place your order for your replacement phone or SIM card

 

Bill History

The Bill History shows past bills.

To view past bills:

  • Click on the Bill History tab
  • Click on PDF to download and view the billing statement you need

 

Make Payment

The Make Payment section is where you can submit a payment, see your current bill, and manage your payment information.

How to check your balance and make a payment:

  • Click on the Make Payment tab
  • If there is a balance due, you can locate it and the due date in the Current Bill section to the right
  • To pay that amount, select which card you would like to use and enter the payment amount in the box provided
  • Click Submit Payment

How to view past bills:

  • Click on the Bill History
  • Locate the bill you wish to view by looking at the Service Period dates
  • Click on the PDF icon to view it

 

Purchases

The Purchases section is where you will find all your Twigby purchases.

How to view purchases:

  • Click on the Purchases tab
  • A summary of your purchases will appear
  • Twigby sends a receipt to your email for every purchase made. If you wish to view a receipt for a particular purchase, find the date and then search your email for the receipt.

 

Add a Phone

How to add an additional phone to your account:

  • Click on the Add a Phone tab
  • Click on Shop Phones to purchase a Twigby phone or click on Check Your Phone to bring your own phone and check if it is compatible to use with Twigby

 

Please note that your Twigby Self Care Account can be managed in both a desktop and mobile web browser. Additionally, our Twigby Self Care app can be downloaded so you can do all of this on the go!

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