Tin Can Technical Troubleshooting

  • The app can’t find my Tin Can.

     

    If the app gets stuck on “Searching for your Tin Can,” it’s usually a quick Bluetooth or permission fix. Try the steps below.

    • Make sure Bluetooth is on. Your phone needs Bluetooth to find your Tin Can.
    • iPhone: Settings → Bluetooth → On
    • Android: Settings → Connected devices → Bluetooth → On
    • Once it’s on, return to the Tin Can app and try again.

    Check Bluetooth permissions for the Tin Can app. Even if Bluetooth is on, the app needs permission to use it.

    • iPhone: Settings → Privacy & Security → Bluetooth → Turn on Tin Can
    • Android: Settings → Apps → Tin Can → Permissions → Allow Bluetooth (and Location, if shown)

    If Tin Can isn’t listed or permissions are off, delete and reinstall the app. When prompted, be sure to allow Bluetooth access.

    • Try again. Sometimes it just needs another attempt.
    • Go back one step in the app
    • Start the search again

    Do a quick reset:

    • Make sure your Tin Can is plugged in and powered on
    • Unplug it, wait 10 seconds, then plug it back in
    • Keep your phone close to the Tin Can
    • Fully close and reopen the app, then try again

    If you’re still having trouble, we’re happy to help — just reach out to support@tincan.kids. 

     

  • I’m stuck on “stay on the line” or “we’re dialing up your plan”.

     

    This usually happens when the app isn’t sure whether you’re adding a new device or linking to an existing one. 

    • Adding another Tin Can to your account
    • Open the Tin Can app
    • Tap Add Tin Can at the top
    • Choose Link to an existing line
    • This skips the plan-activation step and usually avoids the “dialing up your plan” screen
    • If you don’t see your Tin Can, make sure you’re logged into the correct account (check your email)

    Setting up your first Tin Can (or a new line)

    • Make sure you purchased a plan using the same email you’re logged into the app with
    • If needed, log out and back in with the email used at checkout
    • Complete plan setup at activate.tincan.kids, then return to the app

    I closed the app — what now?

    • Don’t worry! Nothing will break
    • Open the app and resume setup when prompted
    • If it doesn’t resume automatically, start the setup flow again

    Still stuck?

    • Take a screenshot of the screen you’re seeing
    • Contact us at support@tincan.kids and include the screenshot
    • We’ll help get you up and running as quickly as possible!

     

  • I’m having trouble with call audio.

    If call audio sounds choppy, poor, or one-sided (you can hear them, but they can’t hear you), it’s usually related to connectivity. Let’s walk through a few quick checks

    If call audio sounds choppy, poor, or one-sided (you can hear them, but they can’t hear you), it’s usually related to connectivity. Let’s walk through a few quick checks:

    • Only happening on speakerphone? This is a known issue we’re actively working on.
    • Only happening with one person? The issue may be on their end — try calling someone else to compare.

    Try a quick restart. This fixes audio issues more often than you’d expect:

    • Unplug your Tin Can
    • Wait about 10 seconds
    • Plug it back in and test again

    Check your Wi-Fi. Call quality depends on a strong connection:

    • Move your Tin Can closer to your Wi-Fi router and try again
    • Stand near the Tin Can, turn off cellular on your phone, and run a speed test. Download speeds under ~50 Mbps can affect calls

    If you use Wi-Fi extenders, unplug them temporarily and test near the main router:

    • Optional: test with a hotspot
    • Connect your Tin Can to your phone’s mobile hotspot and try a call
    • If it works on a hotspot, the issue is likely your home Wi-Fi rather than the device

    Still having trouble?

    Contact support@tincan.kids and let us know whether the issue happens on speakerphone, regular mode, or both. We’re happy to help get things sounding right again. 

     

     

     

     

  • My Wi-Fi Uses 5 GHz

    Tin Can connects to 2.4 GHz Wi-Fi only, which is very common for simple, screen-free devices (things like robot vacuums, printers, and smart speakers). If your home Wi-Fi is set to 5 GHz only, Tin Can won’t be able to see or join the network yet.

    What to do next:

    • Check your router settings to make sure 2.4 GHz is turned on
    • If your router combines both bands under one network name, you may need to temporarily separate them during setup
    • Once your Tin Can is connected, you can usually switch things back

    If you need help, don’t hesitate to reach out to us  support@tincan.kids and our team will walk you through the next steps.

     

  • It won’t accept my address during 911 set-up.

     

    If the app won’t accept your address during 911 verification, it usually means the system can’t confirm it in its database. Don’t worry, 911 calling is still enabled right away, even if verification is pending or fails. If there’s an emergency, you can simply tell the operator your address.

    Try these quick tips:

    • Search simply: Start by typing just your street number and street name, then select the closest match
    • Add unit details later: Enter apartment or unit numbers on the secondary screen, not in the main address search
    • Skip directions: Try leaving out directional words (for example, use “300 Lenora” instead of “300 W Lenora”)
    • Canada only: Make sure there’s a space in your postal code (e.g., K2H 7C7)
    • Restart the app: If you see a “Something went wrong” message, fully close the app, reopen it, and try again

    Still not working? Reach out to support@tincan.kids and we’ll help register your address manually.

    Please include:

    • Your Tin Can Device ID or the email on your account
    • Your full name and complete physical address
    • Manual registration can take up to 3 business days once submitted