Help

If TwiPhone is not working or not working the way you expect, help is here to guide you depending on what is happening.

Help with Setup

If you are setting up TwiPhone for the first time or are having trouble read the help on Account Settings.

That page is the same page you can view from the app by tapping the info icon next to the help text in Account Settings which you will only see when you are Editing Account Settings for the first time or making changes.

If you are still having trouble, check the following:

Account SIDs are generally non-case sensitive and do not contain spaces (so TwiPhone removes those in Account Settings), HOWEVER, Auth Tokens are both case- and space-sensitive, so make sure you are typing or copying-and-pasting the information exactly. If you use the Copy icon on Twilio to grab these, it usually does a good job.

For Twilio Accounts with Subaccounts the Account Settings page gives you the option to select a different Account. Most of the time, the main account (the first one in the list) will be the one you want and it will be selected by default. But if you want to use a different Subaccount, that option is available here.

Can’t Find Settings?

Settings is only available from the Home tab – it’s the gear icon on the Home tab in the upper right corner.

Contacts Not Working

In order for TwiPhone to match your Voicemails against your Contacts, it must have permission from you to access your Contacts. Check Settings > Contacts in the App to see if it shows Contacts are enabled. If you have previously enabled Contacts and then turned them off in your iOS Settings, you will need to re-enable them there: go to your Device Settings > Privacy > Contacts, find the TwiPhone Pilot app and ensure it is set to enabled.

Alternately, you can find this setting under Device Settings down below in the application list under the TwiPhone Pilot application.

As a side note, TwiPhone does NOT need access to your Contacts to select a Contact such as the To number in the Calls feature or in Phone Numbers Settings. iOS displays the Contacts to you and only when you select a Contact, that information is shared with TwiPhone. So this feature works even if you do NOT have Contacts enabled for TwiPhone. If this works, but you don’t see Contact information in Calls, Voicemails, or Recordings, Contacts are probably not enabled and see above to remedy this.

Notifications Not Working

Or working too well?

The only Notification that TwiPhone currently uses is Badges (the little red balls with a number displayed over the App’s icon). By default, TwiPhone uses a badge to show you the current number of new (unlistened) Voicemails and Other Recordings and new (unseen) Calls. If you want to see this and are not seeing it, check Settings > Notifications and ensure it says they are enabled. If you are still having trouble, go to your Devices Settings > Notifications > TwiPhone Pilot and ensure Allow Notifications is enabled and Badges is enabled.

From the app, you can control which counts for new items – new Calls, new Voicemails or Other Recordings – show up in the Application’s badge in TwiPhone Pilot Settings under Preferences-> App Badge.

If you DON’T want to see the little red balls outside the App at all, go to Device Settings > Notifications > TwiPhone Pilot and disable Badges.

(It is better to just disable new Calls, Voicemails, and Recordings in TwiPhone Pilot Settings under Preferences->App Badge and you won’t see the red ball outside the App.)

Future releases will include more functionality and ability to control what shows up in Notifications.

Duplicate Voicemails or Voicemails Missing Information

If something went wrong loading your Voicemails from Twilio, you may end up with Voicemails showing as duplicates or missing information (like Contact info or info about the Call that left the Voicemail). The best way to fix this is to go to Settings>Reset Data>Reset Voicemails and do it. Voicemails will be immediately refreshed and this may fix the problem. WARNING: This only deletes the Voicemails in the App it does NOT delete the Voicemails from Twilio – AND it will remove the status of the Voicemail (whether you have listened to it or not) from the App.

Unknown Caller information in Voicemails or Other Recordings

Some Voicemails or Recordings display with Unknown rather than a phone number or Contact name. This happens when information about the Call that created the Voicemail is not available. As of February 2021, Twilio does not keep Call information online for calls older than 13 months. Therefore any Recordings from Calls more than 13 months ago will NOT have any information about the Call and TwiPhone cannot identify the Contact or display the number with the Voicemail. NOTE: As long as older Voicemails are refreshed before the 13-month expiration, they will have the Call information stored in the app and will continue to display correctly. We are looking into other ways to source this information in case this is a problem for users of TwiPhone.

Other Problems?

You can use Settings > Reset Data > Reset All Settings to set the application back to its initial state and you can to go through the Setup sequence again. (NOTE: Contacts and Notifications settings are retained because those are managed by iOS.)

As always, if all else fails, Delete and Reinstall the App. Your data at Twilio is safe and deleting the app will not hurt anything, you will just need to go through the complete setup again (not too painful).

Contact Us

We are happy to hear negative or positive feedback, questions, or specific problems that we will attempt to help you solve. Email us at: twiphonesupport@toraason.com It helps if you include which device you are using (iPhone, iPad, iPodTouch, and model) and the TwiPhone Pilot version number (on Settings > Credits at the bottom). Screenshots are very helpful too, just be cautious to not include anything with information you consider sensitive,