Tinitell Support

Questions? We have answers.
  • Welcome to the Tinitell Family! (Getting started with Tinitell)

    Here's a quick guide on how to set up your device:

    SIM CARD INFORMATION

    Tinitell works like any other phone, so to start using it you will need to purchase a micro SIM card and top it up with voice and mobile data credit. We have tested a number of operators to make sure that Tinitell will work fine in your country, so please follow this reference list of recommended operators per country

    US customers will receive Tinitell with a SIM card from Ting included in the Tinitell box.

    Tinitell_SIMcard_size.jpg

    Once you have purchased a micro-SIM card from one of the recommended operators, please make sure that you insert it correctly.

    Tinitell_insert_simcard.jpg

    GET READY!

    • Make sure your smartphone’s internet connection is on
    • Make sure your smartphone’s Bluetooth connection is on
    • Make sure you have a 2G micro SIM card available
    • Make sure your 2G micro SIM card is topped up with calls and data
    • Download the Tinitell app on Google Play or App store (Sweden and Rest of the World)

    PAIR TINITELL WITH YOUR SMARTPHONE VIA THE APP

    • Open the micro SIM card lid with the world's smallest screwdriver
    • Insert the micro SIM card as shown here
    • Switch Tinitell OFF by pressing the big button longer than 6 seconds
    • Switch Tinitell ON by pressing the big button longer than 4 seconds
    • Make sure your Tinitell next to your smartphone
    • Launch the Tinitell app
    • Press on “Get Started” and follow the instructions in the app

    GET TINITELL'S LOCATION FOR THE FIRST TIME

    Once you have successfully paired your Tinitell with the app, the map will show Tinitell's position with a coloured pin.

    CALL TINITELL FROM THE APP

    • Press on the Tinitell icon
    • Press the call icon

    ADD CONTACTS TO TINITELL

    • Make sure Tinitell sits next to your smartphone
    • Press on the Tinitell icon
    • Swipe up the menu screen
    • Press the “Contacts” menu
    • Press the "+" icon and select a contact from your phone's contact list
    • Press the "microphone" icon to record a voice label for that contact (i.e. Mom) then press "Done"
    • You can also turn on / off the call blocking feature from this screen

    CALL YOUR PHONE FROM TINITELL

    • Press the “Call Button” - big button on the Tinitell face
    • Use the “Volume Buttons” to scroll between contacts and hear their voice labels
    • Press the “Call Button” again to start calling
    • Press the "Call Button" when you want to end the call 

    Happy Talking!

    Please email us to hello@tinitell.com should you encounter any problem when you set up your Tinitell. 

  • Activating Your Tinitell With Ting

    Ting makes cell phone service simple and affordable. You only pay for what you use each month. This makes Ting perfect for Tinitell users. Based on typical Tinitell usage, you can expect to pay around $9 a month plus tax.

    These are the three simple steps to get your new Tinitell up and running on the Ting network: check coverage in your area, activate the SIM card that came with your Tinitell, then set some alerts or caps. 

    How to activate your Ting SIM card:

    • Have your Tinitell IMEI number at hand (the IMEI is 15 digit long, written on the back of your Tinitell);
    • Get a new number from Ting (or bring a number from another carrier to Ting);
    • Have your card ready.  

    Read more on the Tinitell dedicated page on the Ting website.

  • Can I connect Tinitell to two or more phones?

    Of course! It's now possible to connect Tinitell to more than one phone via the Tinitell app using the same account. You can log in with the same account credentials on another smartphone, and you will be able to access the Tinitell app settings and see the device's GPS positioning.

    We are now developing a new feature of the app, that will allow several accounts to be associated with the same Tinitell, but we need to test it extensively before the release, both on iOS and Android. This is a very sensitive feature from a security point of view and we want to make sure there will be no weak points.  

    If you want to connect Tinitell to a different account (full settings management) you need to perform a factory reset on the Tinitell.

  • What is cell network signal strength?

    Tintell needs data in order to send location updates to the Tinitell app via the cell network. Please make sure that you are loading the Tinitell SIM card with at least 100MB of data every month.

    Tinitell connects to the 2G cell network and needs a good signal in order to make calls and to send location updates.

    When cell network signal strength is low, your Tinitell may have trouble connecting, so it can’t make calls or send location updates to the app.

    What can prevent Tinitell from connecting to the network:

    • low or no 2G network coverage in the area where you are using Tinitell;
    • being indoors;
    • Tinitell being tucked away in a backpack or wrapped in metal foil;
    • having no data on the SIM card.

    Signal strength may not be good in some areas, but it can be excellent in other parts where you need to use Tinitell. You can test this and check Diagnostics for more days and you have 14 days in order to return a product you’ve bought from us if you cannot use it because of “unusable” network signal.

     

    Examples of messages you may see in the Tinitell app:

    unusable_or_low.png

    Tinitell may not be able to connect to the cell network

    Signal strength is very low at the moment. Finish setting up your Tinitell, then go to Tinitell Settings > Diagnostics to check the signal strength.

    The cellular signal in this area is quite low
    You may have trouble getting location updates from Tinitell. Finish setting up your Tinitell, then go to Tinitell Settings > Diagnostics to check the signal strength in the future.

    If you’re having trouble with your Tinitell or you need more information about these messages, please email us to hello@tinitell.com and we’ll help out.

  • How to clean your Tinitell

    Normal use of a wearable device includes contact with the skin. On a daily basis, we can use different chemical products like sunblock, lotion, mosquito repellant and others. These products combined with the natural sweat our body produces can create a layer on top of the contact pins used for charging Tinitell. This is why the back of the device should be cleaned on a regular basis. Summer season and the increase in outdoor activities might require a higher cleaning frequency than other seasons.  

    How to clean the Tinitell band?

    Use a soft cloth with soapy water or alcohol to remove any dirt, particles or excess moisture on the device band, being careful not to let any excess water enter the device. Please don't use soapy water on the Tinitell charging pins. Alcohol is non-conductive and dries quickly, so you can also use it on the back of the device, to clean the charging pin area.

    How to clean the charging port?

    Use a soft cloth with alcohol to remove any dust, particles or excess moisture on the device. Alcohol is non-conductive and dries quickly. Please only do this on the pin area to avoid removing the Tinitell IMEI number from the backplate.

    If this is not sufficient, please use an eraser like the one found on the back of a pencil and rub the contact points on your backplate. Any type of eraser is suitable to use, but the harder the eraser the better. After using the eraser, clean again with alcohol and soft wipe to remove any remaining particles. 

    How NOT to clean the charging port?

    Do not use any metallic product or abrasive material. Doing this will create scratch this surface, making more difficult the connection between the charging cable and the connection pad on the back of Tinitell. In case a product has been cleaned with an abrasive material, the warranty would be void.

    Do not use acetone or nail polish. These chemicals can react with the plastic and metallic parts on Tinitell and do irreparable damage. Any damage due to the use of these type of chemical would void the warranty. Water should not be used since it will rust the metallic parts on the back of Tinitell, and takes a long time to dry.

  • I want to connect my Tinitell to another account

    Tinitell can only be connected and managed from one account. You can, however, pair Tinitell to more than one phone via the Tinitell app, but you must use the same account. You can log in with the same account credentials on another smartphone, and you will be able to access the Tinitell app settings and see the device's GPS location updates.

     If you want to connect Tinitell to a different account (full settings management) you need to perform a factory reset on Tinitell.

    Follow these steps to reset Tinitell to factory settings: 

    1. Make sure your Tinitell is OFF
    2. Connect the charging cable to the Tinitell and wait for LED lights to come up
    3. Press and hold the "+" volume button
    4. After Tinitell vibrates once, keep pressing the “+" volume button and disconnect the charging cable
    5. Now, release “+" volume button”
    6. The factory reset is confirmed by Tinitell saying "Bye bye, talk you later!" 

    If you have trouble performing the factory reset, please contact our customer support team at hello@tinitell.com.

  • How do I insert the SIM card?

    Make sure you have a micro sim-card, that works on 2G. If in doubt, please consult our list of recommended operators

    Tinitell_SIMcard_size.jpg

    Use the screw driver to remove the little screw protecting the sim-lid. Carefully open the SIM cover lid. Insert the SIM card with the metal part facing up in the slot in the direction shown in the bottom cover of your Tinitell.

    Tinitell_insert_simcard.jpg

    After inserting the sim card, close the sim-lid and press it gently. Make sure that it is flushed on the Tinitell surface. Fasten the screw.

    NOTE: Do not over-tight it. It can destroy the plastic.

    Every time you insert a new SIM card you will need to restart the Tinitell. You can restart your Tinitell by pressing the call button longer than 8 seconds to turn Tinitell off (until you hear the sound “Bye-bye, see you later!”) and then press the button again to turn Tinitell back on.

    If you are changing the SIM card with one that is assigned to another carrier network, please make sure to remove your Tinitell from the Tinitell app (open the app, click on the Kid Icon, go to Settings, then click on Remove Tinitell) and then re-add the Tinitell to the app, like you did the first time. This way, your Tinitell will adjust its settings to the new network. 

  • What is an IMEI and where can I find it?

    An IMEI is a unique number that tells us a bit about your device. It can be found on the back of your Tinitell or on the bottom of the box your device came in.

    It looks like this:

     

    We will require your Tinitell number if you need assistance with your device. Please have it at hand when you email us for support. Thank you! 

  • I can't connect Tinitell to the app. What's the problem?

    Before you start, make sure that you have a Micro SIM Card from one of the compatible operators (see Connectivity), and also please make sure that you have inserted it correctly. Restart your Tinitell after you have inserted the SIM card.

    Troubleshoot check-list:

    • Is your smartphone’s internet connection on?
    • Is your smartphone’s Bluetooth connection on?
    • Is your 2G Micro SIM Card topped up with calls and data?
    • Have you restarted Tinitell after inserting the SIM Card?
    • Is your Tinitell on?
    • Is your Tinitell close to your smartphone?

    NOTE: During the set-up process your Tinitell should be close to the smartphone where you have installed the app.

  • Is my Tinitell software up-to-date? How do I update it?

    We are continuously upgrading Tinitell’s features, releasing software updates, thanks to the feedback coming from all of you. Make sure you have the latest version installed on your Tinitell!

    Step 1: Check if your Tinitell is ON (just push the volume buttons) and bring it close to your smartphone. Step 2: Make sure your smartphone has the bluetooth ON and open the Tinitell app. Click on the Tinitell icon at the bottom of your screen.
    Step 3: Swipe up the Tinitell screen. Step 4: Click on the Tinitell settings, then Software update.

    Step 5: Wait for your phone to look for updates and click update if the app has found a new version of software.

  • Why is my Tinitell not charging?

    If your Tinitell is not charging, it may be time to clean it!

    Normal use of a wearable device includes contact with the skin. On a daily basis, we can use different chemical products like sunblock, lotion, mosquito repellant and others. These products combined with the natural sweat our body produces can create a layer on top of the contact pins used for charging Tinitell. This is why the back of the device should be cleaned on a regular basis. Summer season and the increase in outdoor activities might require a higher cleaning frequency than other seasons.

    Additionally, traditional charging blocks would stop the flow of energy to a device if not enough current is flowing. This is a safety feature to avoid a device overcharging. But when a device has some dust or particles stopping the proper charging function, it is best to try charging the device on a PC or laptop USB adapter, since these adapters will always provide power.

    Follow the steps below in order to clean the Tinitell's charging port. If cleaning your Tinitell will not solve the charging problem, please contact our support team, as your product might have another issue. 

    How to clean?

    Use a soft cloth with alcohol to remove any dust, particles or excess moisture on the device. Alcohol is non-conductive and dries quickly. Please only do this on the pin area to avoid removing the Tinitell IMEI number from the backplate.

    If this is not sufficient, please use an eraser like the one found on the back of a pencil and rub the contact points on your backplate. Any type of eraser is suitable to use, but the harder the eraser the better. After using the eraser, clean again with alcohol and soft wipe to remove any remaining particles.

    How NOT to clean?

    Do not use any metallic product or abrasive material. Doing this will scratch the surface, making more difficult the connection between the charging cable and the connection pad on the back of Tinitell. In case a product has been cleaned with an abrasive material, the warranty would be void.

    Do not use acetone or nail polish. These chemicals can react with the plastic and metallic parts on Tinitell and do irreparable damage. Any damage due to the use of these type of chemical would void the warranty. Water should not be used since it will rust the metallic parts on the back of Tinitell, and takes a long time to dry.

  • How do I remove the PIN code from my Tinitell SIM card?

    There is a quick and simple way to avoid the PIN code issue: put the sim card into a normal phone and deactivate the PIN code. Then insert the SIM card back in the Tinitell, restart the Tinitell (turn Tinitell off, then turn it back on by pressing and holding the call button) and pair it again with the app.

    Here's an example on how to remove the SIM card PIN code if you are using an iPhone: 

     

  • Can I wear my Tinitell in the water?
    Tinitell is water resistant (splash resistant), but not waterproof. Therefore it should not be used underwater. This means that it can stand splashes of water, but it cannot be immersed into the water. 
     
    Tinitell loves a day full of playing and fun in the sun just as much as you do, but too much water doesn't make for a happy talking Tinitell. So, when you go to the beach make sure your kid doesn't swim with the Tinitell on, as this will damage the device. 
     
    Please don't use Tinitell in the water. 
  • How can I restart my Tinitell?

    You can restart your Tinitell by pressing the call button longer than 8 seconds to turn Tinitell off (until you hear the sound “Bye-bye, see you later!”) and then press the button again to turn Tinitell back on.

  • How can I reset my Tinitell to factory settings?

    Follow these steps: 

    1. Make sure your Tinitell is OFF
    2. Connect the charging cable to the Tinitell and wait for LED lights to come up
    3. Press and hold the "+" volume button
    4. After Tinitell vibrates once, keep pressing the “+" volume button and disconnect the charging cable
    5. Now, release “+" volume button”
    6. The factory reset is confirmed by Tinitell saying "Bye bye, talk you later!"

    If you have troubles performing the factory reset, feel free to contact our customer support at hello@tinitell.com