Troubleshooting & Common Issues

Troubleshooting & Common Issues

If something isn’t working as expected, don’t worry — most issues are quick to resolve.

Below are the most common questions we receive and how to fix them.

I Can’t Add My Card

In most cases, this is due to using the wrong card details.

Twinn works using secure tokenisation. If you're using Curve, you must add your Curve-issued card details, not your underlying bank card.

How to fix it:

  1. Open your bank app

  2. Go to→ Account → Card Details

  3. Confirm the card shown

  4. Copy the full card number and note the expiry + CVV

  5. Open the Twinn app

  6. Add your wearable

  7. Select Add Service → Add Payment Card

  8. Paste the card details and follow on-screen steps

If your bank requires authentication, complete the verification in your banking app.

If the card still won’t add:
• Make sure the card supports contactless payments
• Ensure online payments are enabled
• Check the card is active and not restricted

Still stuck? Contact us and we’ll help.

My Transaction Was Declined

If a transaction declines, this usually means:

👉 The ring is working
👉 The terminal has read it
👉 The bank has declined the payment

What to do:

  1. Open your banking app

  2. Check if you can see the declined transaction

  3. If you can — contact your bank for approval

  4. If you can’t see anything — contact Twinn support

Common reasons for declines:
• Spending limits
• Online payments disabled
• Insufficient funds
• Bank security checks
• First-time transaction authorisation

Your wearable does not store money — your bank authorises every payment in real time.

How Do I Return My Wearable?

We’re happy to help with exchanges.

Before returning your wearable, you must:

If you added a card:
• Remove the card from your wearable in the Twinn app
• Select your card on the main app screen
• Choose Remove Card

If you added the wearable to your account:
• Go to Settings (cog icon)
• Select Remove Wearable

Return Address

Twinn
9 Thornbury Road
Isleworth
London
TW7 4HQ
United Kingdom

You must include:
• Your order number
• All original packaging

We recommend:

• Using tracked delivery
• Keeping proof of postage
• Adding a return address to the parcel
• Checking spam/junk for updates

Once processed, we’ll email you with your exchange code.

Other Common Questions

Does Twinn store my card details?

No. We use the same secure tokenisation technology as Apple Pay and Google Pay. Your actual card details are never stored on the wearable.

Does Twinn hold my money?

No. Your money stays in your bank account. Twinn simply enables contactless payment access.

Does it need charging?

No battery. No charging. No Bluetooth.

If you still need help, our team is here for you.

Contact: happy@twinn.me