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 and what you are being charged for:

  1. Click on Charges
  2. Your plan will be shown along with the charges for the current billing period

How to suspend a line:

  1. Click on the orange "Suspend" button
  2. Read the disclaimer to make sure you want to suspend the line and click "Suspend Line"

How to view usage:

  1. You can see the amount of data you have remaining in the current billing period by clicking on the orange "Usage" button
  2. To view individual calls, text messages or data sessions for the current billing period, click on "Details"

How to make a payment:

  1. In the "Account Overview" box, click "Pay Now"
  2. Under "Payment Information", choose a card you have on file that you want to pay with
  3. Enter the payment amount
  4. 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 "ACCOUNT SETTINGS". If you do not see it, tap on the orange menu icon Orange-Menu-Icon.jpg. Then you will be able to choose "ACCOUNT SETTINGS"

How to view or edit full name on account:

  1. Click on "Full Name" to edit it
  2. Choose to send the authentication code via email or text message
  3. Type in the authentication code, the new first name, and the new last name you want your account to be under
  4. Click on "Update Account Name"

How to view or edit account address:

  1. Click on "Account Address" to edit it
  2. Enter your address
  3. Click "Save"

How to view or edit account username:

  1. Simply click on "Account Username" to edit it
  2. Choose to send the authentication code via email or text message
  3. Type in the authentication code, your new username, and confirm your new username
  4. Click on "Update Username"

How to change your password:

  1. Click on "Account Password" to edit it
  2. Choose to send the authentication code via email or text message
  3. Type in the authentication code, your new password, and confirm your new password
  4. Click on "Update Password"

How to view or edit your PIN:

  1. Your current PIN is displayed
  2. To change your PIN, click on "Account PIN"
  3. Enter the new PIN and click "Save"

How to view or edit security questions:

  1. Click on "Security Questions" to edit them
  2. Choose your security questions and enter the answers for them
  3. Click "Save"

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

  1. Click on "Primary Credit Card"
  2. Add the information for the new primary card and click "Save card"
  3. If you already have another card saved that you want to make the primary, scroll to the bottom and click "Make This My Primary Card" next to it
  4. To remove a credit card from your account, click "Remove"

Line Settings

How to give your line a nickname:

  1. Scroll down to "LINE SETTINGS" and select the line you would like to make changes to (by using drop-down box, if you have more than one line)
  2. Click on "Nickname"
  3. Enter the nickname and click "Save"

How to change your line status to suspended or active:

  1. Scroll down to "LINE SETTINGS" and select the line you would like to make changes to (by using drop-down box, if you have more than one line)
  2. Click on "Line Status" to suspend or make it active again
  3. Read the disclaimer and click "Decline" or "Confirm" to proceed

How to change the primary line:

  1. Scroll down to "LINE SETTINGS" and select the Line that you want to be the primary (by using drop-down box, if you have more than one line)
  2. Click "Primary Line"
  3. Read the disclaimer and click "Decline" or "Confirm" to proceed

How to change your plan:

  1. Upon logging into your account, click on "ACCOUNT SETTINGS". If you do not see it, tap on the orange menu icon Orange-Menu-Icon.jpg. Then you will be able to choose "ACCOUNT SETTINGS"
  2. Scroll down to "LINE SETTINGS" and select the line you would like to make changes to (by using drop-down box, if you have more than one line)
  3. To change plans, click on either "Talk/Text Plan" or "Data Plan", which will take you to the plans option page. Note: If you became a Twigby customer prior to 7/26/22 and would like to change your plan, you will be asked to move to new Twigby plans or stay on your current plan. To see plan options, click here
  4. Choose to make the plan change effective immediately by selecting "Now" or effective with your next billing period by selecting "Next"
  5. Select how much data you want and click "Continue"

How to turn data off or back on:

  1. Scroll down to "LINE SETTINGS" and select the line you would like to make changes to (by using drop-down box, if you have more than one line)
  2. Under "Feature Controls", select "Data Access"
  3. You will be asked if you are sure you want to turn your data service off or back on
  4. Click "Confirm"

How to buy 1GB of extra data:

  1. If you do not want to change your plan or continue using 2G speeds when you have run out of data, you have the option to purchase 1GB of extra data to use until the end of the billing period. To do this, log into your account and click on "ACCOUNT SETTINGS". If you do not see it, tap on the orange menu icon Orange-Menu-Icon.jpg. Then you will be able to choose "ACCOUNT SETTINGS"
  2. Scroll down to "LINE SETTINGS" and select the line that you would like to make changes to (by using drop-down box, if you have more than one line)
  3. Click on “Add 1GB of Data”
  4. Choose “YES” to confirm that you would like to purchase 1GB of data

How to choose your data speeds:

  1. Scroll down to "LINE SETTINGS" and select the line you would like to make changes to (by using drop-down box, if you have more than one line)
  2. Under "Feature Controls", select "Data Speeds"
  3. Select your desired speed limit
  4. Click "Save"

How to turn mobile hotspot off or back on:

  1. Scroll down to "LINE SETTINGS" and select the line you would like to make changes to (by using drop-down box, if you have more than one line)
  2. Under "Feature Controls", select "Mobile Hotspot"
  3. Read the disclaimer and click "YES" or "NO" to confirm your selection

How to turn voicemail option off or back on:

  1. Scroll to "LINE SETTINGS" and select the desired line from the drop-down menu (if you have multiple lines)
  2. Under "Feature Controls", click on "Voicemail"
  3. Choose "OFF" to turn voicemail off

How to request to change your phone number:

  1. Scroll to "LINE SETTINGS" and select the desired line from the drop-down menu (if you have multiple lines)
  2. Under "Phone Information, click on "Phone Number"
  3. Read the disclaimer and click "New Number"

How to change the active phone for a line:

  1. Scroll to "LINE SETTINGS" and select the desired line from the drop-down menu (if you have multiple lines)
  2. Under "Phone Information, click on "Active Phone"
  3. Enter the information as prompted to proceed

How to order a replacement phone or SIM card:

  1. Scroll to "LINE SETTINGS" and select the desired line from the drop-down menu (if you have multiple lines)
  2. Under "Phone Information, choose to order a replacement phone by selecting "Phone" or a replacement SIM by selecting "SIM Card"
  3. Follow the instructions as prompted to place your order for your replacement phone or SIM card

Bill History

The Bill History shows past bills.

To view past bills:

  1. Click on "BILL HISTORY". If you do not see it, tap on the orange menu icon Orange-Menu-Icon.jpg. Then you will be able to choose "BILL HISTORY"
  2. Locate the bill you wish to view by looking at the Service Period dates
  3. Click on the PDF icon to view it

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:

  1. Click on "MAKE PAYMENT". If you do not see it, tap on the orange menu icon Orange-Menu-Icon.jpg. Then you will be able to choose "MAKE PAYMENT"
  2. If there is a balance due, you can see it and the due date in the "Current Bill" section
  3. To pay that amount, select which card you would like to use and enter the payment amount in the box provided
  4. Then click "Submit Payment"

Purchases

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

How to view purchases:

  1. Click on "PURCHASES". If you do not see it, tap on the orange menu icon Orange-Menu-Icon.jpg. Then you will be able to choose "PURCHASES"
  2. A summary of your purchases will appear
  3. 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 Line

How to add an additional line to your account:

  1. Click on "ADD A LINE". If you do not see "ADD A LINE", tap on the orange menu icon Orange-Menu-Icon.jpg. Then you will be able to choose "ADD A LINE"
  2. 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!

Comments