Common Questions

• SMS verification code problem? +
  First, please check:
  
  Whether your SMS inbox is being blocked by your phone's system or another app
  Whether you have a stable signal and network connection
  Whether you've selected the correct country code and entered your phone number correctly
  Whether your phone service has been suspended due to an unpaid bill
  
  Still not receiving it? No worries — contact our support team at support@totwoo.com and we'll send you a manual verification code.
• Why does the app drain more battery in the background on Samsung phones, and how can I fix it? +
  We're sorry for the inconvenience.
  
  What's happening: Some newer Samsung models show unusually high battery usage while the Totwoo app runs in the background. We believe this is a compatibility issue between the latest Samsung system versions and the app, and we're actively working on a permanent fix.
  
  In the meantime, here's a workaround:
  1. Open the Totwoo app and go to Me → How to Stay Connected
  2. Follow the on-screen instructions to 3. complete all the permission settings
  Once everything is set up, you can close the app manually
  
  
  ⚠️ Important: make sure all permissions are properly enabled before closing the app, and confirm Totwoo shows as "active in background" on your phone's app overview screen. Otherwise, the connection and signal features may not work reliably.
  
  Can you help us? We don't have access to every affected Samsung model, so if you're experiencing this issue, we'd really appreciate your help identifying the cause. Please email your phone details to:
  zhuleike@totwoo.com or yujingyao@totwoo.com
  
  Helpful details include: phone model, Android/One UI version, and when the battery drain happens.
  
  We're also looking for beta testers to help verify upcoming fixes — if you'd like to join and receive a thank-you reward, email lixiangqing@totwoo.com.
  
  We take this seriously and are working hard on a fix. Thank you for your patience and support ❤
• Why does my totwoo jewelry flash and vibrate for no reason? +
  1. Check whether it was accidentally triggered — for example, brushing against your bag or clothing.
  2. Check whether your phone received several notifications in quick succession — this can sometimes happen due to network delay. Keep an eye on it while your connection is stable to see if it happens again.
  3. If you're on iPhone and the issue continues after checking the above, try updating your jewelry's firmware: go to Me → Manage My totwoo, then tap the firmware version number (on the right) ten times in a row. This brings up the firmware update screen — follow the prompts to complete the update.
  
  
  Still happening after all of the above? Please reach out to our customer support team.
• Why can't my totwoo interact with my partner after I restart my phone? +
  Restarting your phone also closes the Totwoo app. After restarting, reopen the app and let it run in the background so your jewelry can receive signals and flash as usual. Keep in mind — both you and your partner need to have the Totwoo app running for everything to work properly.
• Why does it say my partner doesn't have a registered totwoo account when I try to invite them? +
  Double-check that the phone number you're using matches the one they registered with. Before sending the invite, save their number to your contacts in this format: +[country code][phone number] or 00[country code][phone number], then try inviting them again.
  
  Note: the contact name field should only contain letters.
• If my jewelry is charging, will it still light up and vibrate when someone sends a signal like "I'm missing you"? +
  Yes — as long as your jewelry is connected to your phone via Bluetooth, it'll light up and vibrate whether it's charging or not. If it's not responding, double-check your Bluetooth connection first.
• My jewelry and app were connected before, but now they show as disconnected and won't reconnect. What should I do? +
  1. First, check that Bluetooth is turned on, tap your jewelry to confirm it's powered on, and make sure it isn't already connected to another phone.
  If everything above checks out, try these one at a time:
  
  2. Turn Bluetooth off, then back on after about 10 seconds
  Close and reopen the app
  Restart your phone and reopen the app
  
  3. Still no luck? Go to Me → Manage My totwoo, tap the connected jewelry, then select Unbind totwoo and reconnect from scratch.
  
  
  Note for iPhone users: when unbinding, you'll also need to go into your phone's Bluetooth settings and "forget" the device.
• My phone connected to the jewelry before — why won't it reconnect after disconnecting? +
  1. iPhone: after disconnecting, go to Settings → Bluetooth → My Devices and "forget" the connected device (it'll be named something like TWO75).
  Android: check Settings → Bluetooth → Paired Devices for anything starting with "TWO," and unpair it if found.
  Once that's done, try the following one at a time:
  2. Turn Bluetooth off, then back on after about 10 seconds
  3.Close and reopen the app
  Restart your phone and reopen the app
• What should I do if the app keeps crashing or showing a poor network message? +
  Check your network connection first. Make sure both WLAN and Cellular Data are enabled, then try switching between the two. If the issue continues, please contact our support team.
• Why doesn't my jewelry flash when I get a totwoo notification while the app is closed or my screen is off? +
  Please check that notification permissions and Background App Refresh are enabled for Totwoo, that your jewelry is properly connected to the app, and that your phone is actually receiving the totwoo notifications.
• Can my totwoo jewelry connect to more than one phone at the same time? +
  No — one totwoo can only be connected to one phone at a time. To connect it to a different phone, first disconnect Bluetooth from the original one.
  
  Note: if it was previously connected to an iPhone, remember to "forget" the device (named something like TWO75) in Settings → Bluetooth → My Devices before reconnecting elsewhere.
• Why is my jewelry sometimes unable to charge? +
  This is usually caused by a mismatch between your charger's voltage output and the totwoo charger's requirements. The totwoo charger runs on a standard 5V output — the same as most phone chargers — but can't handle adapters rated above 5V or fast-charging adapters. Try using your phone's charging adapter instead, or charge via a computer's USB port. Still having trouble? Reach out to us at support@totwoo.com.
• What settings should I check to make sure my totwoo stays connected? +
  1. If you're an IOS user,make sure you disable Airplane Mode,Low Power Mode. Do Not Disturb,and enable Background App Refresh.
  
  2.If you're an Android user, be sure to "Ignore Battery Optimization”.