Welcome to Twigby – Twigby Help & Support

To find out more about the features included with your Twigby Mobile service, please browse our most frequently asked questions below. You can easily get started with your Twigby Mobile phone and service.

How do I set up and access my voicemail?

How do I set up call forwarding?

Can I call or text internationally?

How do I transfer info to my new phone?

What type of texts or email will I receive from Twigby?

How can I manage my Twigby account?

What do I do if I need assistance?

Can I text without a data plan?

How does Twigby coverage work?

Where do I find basic troubleshooting steps or my phone's user manual?

What do I need to know before returning or exchanging a phone?

What type of warranty does my phone have?

VOICEMAIL SET UP

Basic Phone Voicemail Set Up
Press and hold the 1 key until your phone dials your 10-digit phone number or press the voicemail icon on your phone. You will automatically connect and be prompted to enter a temporary password; which is the last 4 digits of your phone number followed by the # key.

iPhone Voicemail Set Up
Press and hold the 1 key until your phone dials your 10-digit phone number or you can simply press the voicemail icon on the bottom right corner of the dial pad screen. Pressing the voicemail icon takes you to your voicemail and will ask for your password which is the last 4 digits of your phone number followed by the # key.

Android Voicemail Set Up
Press and hold the 1 key until your phone dials your 10-digit phone number. You will automatically connect and be prompted to enter your temporary password; which is the last 4 digits of your phone number followed by the # key. If this does not connect you to your voicemail account, follow the below instructions:

Tap the three dots (upper right corner of screen)
Tap “Settings”
Tap “Voicemail”
Tap “Advanced settings”
Tap "Setup"
Tap “Voicemail number”
Enter your 10-digit phone number and Tap “OK”
Tap the home key to return to the main menu

For more details on voicemail, visit: twigbymobile.net/voicemail
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CALL FORWARDING

To turn on call forwarding:

Enter *72, followed by the 10-digit forwarding number
Press Talk. Alert tones are heard signifying it’s turned on

To turn off call forwarding:

Enter *720 on the phone
Press Talk. Alert tones are heard signifying it’s deactivated

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SIX-WAY CALLING

Six-Way Calling is a feature that allows you to talk with 5 other people simultaneously with your Twigby Mobile phone.
Learn more at: twigbymobile.net/6waycalling
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INTERNATIONAL TALK & TEXT

Twigby Minute plans include International Calling and Texting for free. Just be sure you are in the U.S. when sending and receiving calls or texts.
Learn more at: twigbymobile.net/ILD
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TRANSFER INFO FROM PREVIOUS PHONE

Basic Phones
Start by checking your phone's user manual. You should find tips and instructions on transferring content to your new phone. If you’re missing a manual, visit: twigbymobile.net/usermanual

Android and iPhone
To transfer information from the same operating system, sign in to your Google, Apple, or Microsoft account, using your login information from your old phone to sync content and data. If you have set up Google Cloud, iCloud, or Skydrive/ OneDrive on your phone, you can also use these to move information. Back up any important files before beginning the transfer process. If you are transferring information between different operating systems or if you need more information, visit: twigbymobile.net/transfercontent
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HOW TWIGBY BILLING WORKS

At the end of the billing period, the email address on the account will receive notification that your service summary for the past 30 days is available. You can view/download your bill by signing in to your account and selecting "Bill History" from the menu. If you do not see it, click on the orange menu icon first . You will also receive a text message that your account has been initially charged for the next billing period. This is a prepayment towards your next 30 days of service. The amounts for your past and current month will likely not match since these charges are for two different billing periods and usage may have been different.
Learn more at: twigbymobile.net/mybill
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TEXT AND EMAIL NOTIFICATIONS

At Twigby Mobile, we want to keep you as informed as possible on everything from your usage, payments we have received, and more. Twigby Mobile customers are automatically updated by text or email with this type of information.
Learn more at: twigbymobile.net/notifications
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MANAGING YOUR ACCOUNT

Get started by signing in to your account from the Twigby App for iPhone or Android or from twigby.com.

Check your account activity/change plans
Customize settings for each line on account
Add new lines or purchase replacement phones
Change your payment method and view your bill history

Learn more at: twigbymobile.net/selfcare

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30 DAY SATISFACTION GUARANTEE

If you’re not completely satisfied within 30 days after starting service, we will refund the cost of your plan and any taxes/fees (excludes shipping costs if applicable).
Learn more at: twigbymobile.net/guarantee
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NEED ASSISTANCE?

Simply go here. You will find a thorough library of common questions and answers. Still can’t find the answers you need? We're ready to help! If you need help or have questions, chat with us.
Learn more at: twigbymobile.net/contact
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CAN I CHANGE MY PLAN?

YES! You can customize your plan to meet your exact needs: Change your minute or data plan, turn Overage Protection on or off, etc. You have the controls at your finger tips.
Learn more at: twigbymobile.net/changeplan
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TEXT MESSAGING WITHOUT A DATA PLAN, WILL IT WORK?

At Twigby Mobile, we let you choose if you would like to have a data plan. With this, we want to make sure you are aware that if you do not choose a data plan, some features such as, group texting and picture/video messaging may be unavailable depending on the type of phone you are using.
Learn more at: twigbymobile.net/wifionly
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HOW DOES TWIGBY MOBILE COVERAGE WORK?

Twigby Mobile customers get great coverage on the nation’s largest and most reliable network. To top it off, we are a no contract cell phone provider meaning you don't have to compromise with us. Switching to Twigby Mobile is hassle-free and our highly rated customer support team is just one click away to assist you with any questions. Learn more at: twigbymobile.net/network
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WHAT IS OVERAGE PROTECTION?

(For plans prior to 7/26/22)

With Twigby Mobile's Overage Protection, you’re able to set a cap on the amount of minutes or data a line uses. By turning it ON, you won’t exceed the usage limits you have set. If you turn it OFF and use the allotment of minutes or data, you simply move to the next plan and only pay the difference. You have complete control. Parents really love this feature!
Learn more at: twigbymobile.net/overageprotection
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PHONE TROUBLESHOOTING TIPS

If you ever have a problem with your phone, a common solution is to power it off, remove the battery (if removable) and wait a few minutes. Then replace the battery and power the phone back on. Allow 5-10 minutes for the phone to reconnect and register on the network. Many times, this will clear the issue. You can also solve numerous issues by following the recommendations in the phone user manual since many phone features vary from one model to another. If you purchased the phone from Twigby, the user manual can be found at twigbymobile.net/manuals. If you need additional assistance, please contact us by clicking on the orange Chat With Us button at the bottom of your screen.
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RETURNS AND EXCHANGES

When returning or exchanging a Smartphone (Android or iPhone), it cannot be locked in any way. For Android, the Google account must be removed. For iPhone, Find My iPhone must be turned off.
Learn more: twigbymobile.net/remove
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RETURNS

Phones purchased from Twigby Mobile can be returned within 14 days of receipt date, for a refund (excluding shipping cost) if they have less than 100 minutes of use. All included components including box must be in their original condition. Customer is responsible for shipping to Twigby. Upon request, Twigby Mobile will provide a prepaid shipping label to return the phone for $15. Accessories can only be returned in conjunction with 30-day satisfaction cancellation of service. Accessory must be unused and not removed from packaging to receive refund.
Learn more at: twigbymobile.net/returns
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PHONE EXCHANGES

A phone can be exchanged for a different model within 30 days of receipt date for a refund of the purchase price (excluding shipping) with a non-refundable exchange fee which is the greater of $15 or 15% of purchase price. This offer can be used one time within a 12-month period. To receive a refund for the original phone purchased, the phone and all included components must be in their original condition.
Learn more at: twigbymobile.net/exchange
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WARRANTY INFORMATION

If you purchased a phone from Twigby, you can claim a warranty directly through Twigby Mobile with either of the warranty options below.

NEW PHONE WARRANTY PERIOD
One year from purchase date. This warranty is with Twigby Mobile and not the Manufacturer*
CERTIFIED PHONE WARRANTY PERIOD
60 days from purchase date. This warranty is with Twigby Mobile and not the Manufacturer*
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STANDARD WARRANTY

Twigby Mobile will evaluate the phone upon receipt. If the phone is found to be in warrantable condition, Twigby will send the phone to the specified vendor in order to facilitate the warranty on your behalf. When the phone is returned or replaced by the vendor, which may take 3-5 weeks, Twigby will inspect and verify the problem is resolved. If resolved, Twigby will return the phone for use. Twigby Mobile cannot guarantee that the phone received back will be the same exact phone that was sent in. Many times, the initial phone cannot be fixed and a replacement is issued. For this reason, please make sure that your data such as contacts and pictures are backed up accordingly. If the phone is found to be NO TROUBLE FOUND (NTF), Twigby Mobile will return the phone to you and charge a $15 non-refundable NTF fee. If the phone is found to have NON-WARRANTABLE damage such as physical abuse, liquid damage, modified software, etc., the phone can be returned to the customer, upon request, for a $15 non-refundable shipping fee. Simply chat with our support team at twigby.com to begin a Standard Warranty claim.
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FAST EXCHANGE WARRANTY

The quickest and easiest way to manage a warranty claim is Twigby Mobile's Fast Exchange Warranty. You will simply pay a $30 Fast Exchange fee along with the cost of the replacement phone that will be shipped to you. Twigby Mobile will ship the replacement phone to you so that you will not be without a phone to use during the warranty process. You will return the defective phone to Twigby within 10 days of return authorization email. If not received within 20 days, no refund will be processed for the defective phone. If the defective phone is found to be in warrantable condition, Twigby will refund the purchase price of the original phone back to the customer’s card on file. The $30 fee is waived during the first 30 days of the warranty period.

If the defective phone is found to have NON-WARRANTABLE damage such as physical abuse, liquid damage, modified software, etc., the cost of the defective phone is not refunded. If there is NO TROUBLE FOUND (NTF) with the phone, Twigby will charge a $15 non-refundable NTF fee. Simply chat with our support team at twigby.com to begin a Fast Exchange Warranty claim.

*Please note that any warranty offered by Twigby is only valid while the phone is active with Twigby.

Learn more at: twigbymobile.net/warranty
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INSTALL SIM CARD

To install your SIM card:

Be sure that the phone is powered off
Set the phone face-up with the charging port facing you
Locate the SIM card slot on side or top of the phone
Insert the SIM tool or paperclip into the small hole on the SIM card tray
Push the SIM tray removal tool into the hole until the SIM card tray pops out
Remove the SIM card tray from the phone
Place the SIM card into the slot on the SIM card tray making sure the gold contacts are facing down
Carefully re-insert the tray in the slot and gently push it back into the phone

Learn more at: twigbymobile.net/SIMCard
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