Tin Can Setup + Troubleshooting

• I’m stuck during setup.

  If you’re unable to proceed during setup, the app may need a quick reset or we need to clarify what kind of plan you have.

  The app looks stuck on a gray screen

  This is almost always resolved by restarting the app. Try:

  1. Fully close the Tin Can app by swiping it away

  2. Reopen the app

  3. Resume setup where you left off

  If it happens again, try the setup on a different phone (if possible).

  I see a “Zoinks” screen during setup

  This is a temporary app issue and usually clears quickly. Try:

  1. Fully closing the Tin Can app by swiping it away

  2. Reopen the app and resume setup

  3. If it’s still not working, try setup on a different phone (if possible)

  This fixes the issue in nearly all cases.

  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 Tin Can or linking to an existing one.

  First, figure out which situation applies to you:

  I’m adding another Tin Can to my account

  If you already have a Tin Can set up and want to add another:

  1. Open the Tin Can app

  2. Tap Add Tin Can at the top

  3. 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 the Tin Can you want to link to, you may be logged into the wrong account. Double-check the email you used to sign in.

  This is my first Tin Can (or I want a new line)

  If you’re setting up your first Tin Can or creating a brand new line (or subscription):

  1. Make sure you purchased a plan using the same email address you’re logged into the app with

  2. If you’re not sure, try logging out and back in with the email you used at checkout

  3. If needed, complete plan setup at activate.tincan.kids, then return to the app

  I closed the app earlier and now I’m not sure what to do

  That’s okay! You won’t break anything.

  1. Open the Tin Can app

  2. Resume setup when prompted

  3. If the app doesn’t resume automatically, start the setup flow again

  I tried everything and setup still won’t move forward

  If you’ve tried the steps above and you’re still stuck:

  • Take a screenshot of the screen you’re seeing

  • Contact Tin Can Support and include the screenshot
     

  We’ll help get you unstuck as quickly as possible.
• The app can’t find my Tin Can.

  Sometimes during the “Searching for your Tin Can” step in setup, the app can’t find your phone. Most of the time this means Bluetooth or app permissions aren’t set up correctly, or the connection needs another try. Work through the steps below.

  Is Bluetooth turned on?

  Your phone needs Bluetooth turned on to find your Tin Can.

  Check Bluetooth:

  • iPhone: Settings → Bluetooth → make sure it’s turned on

  • Android: Settings → Connected devices → Bluetooth → make sure it’s turned on

  If Bluetooth was off, turn it on and go back to the Tin Can app to try again.

  Does the Tin Can app have permission to use Bluetooth?

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

  Check app permissions:

  • iPhone: Settings → Privacy & Security → Bluetooth → make sure Tin Can is turned on

  • Android: Settings → Apps → Tin Can → Permissions → make sure Bluetooth (and Location, if shown) is allowed
     

  If Tin Can isn’t listed or permission is turned off:

  1. Delete the Tin Can app

  2. Reinstall it from the App Store or Play Store

  3. Open the app and make sure you accept the Bluetooth permission when asked; then try setup again.

  The app says “Please enable Bluetooth,” but Bluetooth is already on

  This usually means the app doesn’t have permission to use Bluetooth yet.

  Try this:

  1. Fully close the Tin Can app by swiping it away

  2. Reopen the app and try setup again

  3. If you’re still seeing the message, delete and reinstall the app. Be sure to accept Bluetooth permissions during setup.

  I tried once and it still didn’t work, what now?

  Sometimes the connection just needs another attempt.

  Try this:

  1. Go back one step in the app

  2. Start the “searching for your Tin Can” step again

  3. Repeat the pairing process up to three times
      

  This resolves the issue more often than you’d expect.

  What if it still can’t find my Tin Can?

  Try these quick checks:

  • 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 during setup

  • Fully close and reopen the app, then try again
• My Tin Can won’t connect to WiFi

  This happens during the Wi-Fi setup step, after your Tin Can has already been found.

  I don’t see any available Wi-Fi networks

  If the Wi-Fi list is empty, try these steps:

  1. Make sure you have the latest version of the Tin Can app installed

  2. On the Wi-Fi screen, tap the back button twice until you return to the  “We found your Tin Can” screen

  3. Try entering the Wi-Fi setup step again

  4. If it’s still not working, fully close the app (swipe it away), reopen it, and resume setup

  5. And if it’s still not, try the setup on a different phone

  In almost all cases, one of these steps resolves the issue.

  I see Wi-Fi networks, but not mine

  If other networks appear. but yours doesn’t:

  1. Try the Wi-Fi setup again from the beginning

  2. Scroll through the entire list of networks

  3. Make sure your router is turned on and other devices can connect to it

  4. Move your Tin Can closer to the router and try again

  If you still don’t see your network, look at the  “My Wi-Fi uses 5 GHz” section below.

  It says Wi-Fi connected, but then I see a gray screen or a “Zoinks” screen

  This usually means the app needs a quick reset. Try: 

  1. Fully closing the Tin Can app by swiping it away

  2. Reopening the app and resume setup

  It says my Wi-Fi password is incorrect

  If you’re confident your password is right, try these steps:

  1. Make sure your phone and the Tin Can are connected to the same Wi-Fi network

  2. Copy the password directly from your phone instead of typing it manually
      

  On iPhone:

  • Settings → Wi-Fi

  • Tap the ⓘ next to the connected network

  • Tap Password and copy it
     

  On Android:

  • Settings → Network & Internet → Wi-Fi

  • Tap the connected network

  • Tap Share 

  • Copy the password or share it

  • Paste the password into the Tin Can app

  • Double-check that the network name in the app matches exactly
     

  If it still fails:

  • Try the setup again

  • Contact support about factory resetting your Tin Can

  If the problem continues, see the “My Wi-Fi uses 5 GHz” section below

  My Wi-Fi uses 5 GHz

  Tin Can works with 2.4 GHz Wi-Fi, which is very common for smart devices. Many routers use both 2.4 GHz and 5 GHz at the same time. Some combine them under one network name, and others list them separately.

  If you’re having trouble connecting:

  1. Log into your router settings

  2. Make sure 2.4 GHz Wi-Fi is enabled

  3. If possible, set up a separate 2.4 GHz network

  4. If needed, temporarily turn off 5 GHz during setup ((you can turn it back on after Tin Can connects)

  If you’re not sure how to do this:

  • Check the model number on your router and search for directions online

  • Look for the default username and password printed on it

  It worked before, but I want to connect Tin Can to a different Wi-Fi network

  You don’t need to reset your device.

  1. Open the Tin Can app

  2. If you have more than one Tin Can, select the correct one at the top

  3. Tap the pencil icon next to the Tin Can number

  4. Tap Update next to Wi-Fi settings

  5. Follow the Wi-Fi setup steps
      

  If you run into issues, return to the troubleshooting steps above.
• I’m having trouble setting up my 911 emergency address.

  If you’re seeing an error while setting up your emergency address, don’t worry: 911 calling still works while we finish verifying your address.

  Find the situation below that best matches what you’re seeing.

  I can’t find my address in the list

  Sometimes an address doesn’t appear exactly as expected. Try this first:

  1. Start typing just the street number and street name

  2. Select the closest match from the list

  3. Add apartment or unit details on the next screen, if needed
      

  If your address still doesn’t appear contact Tin Can Support so we can help register your address manually
   

  In the meantime, 911 calling is still enabled. If you call, just tell the operator your address.

  I saw a “Something went wrong” message when entering my address

  This usually means there was a temporary issue while submitting your address. Try: 

  1. Closing the app completely by swiping up

  2. Reopening the app and try entering your address again

  If the error continues contact Tin Can Support so we can help register your address manually

  In the meantime, 911 calling is still enabled. If you call, just tell the operator your address.

  I received an “emergency address verification failed” email

  This means we need a little more information to finish verifying your address. If the error continues contact Tin Can Support so we can finish collecting the details to register your address.
   

  This process usually takes up to 3 business days. In the meantime, 911 calling is still enabled. If you call, just tell the operator your address.

  I’m worried 911 won’t work until this is fixed

  We understand the concern! Even if your address hasn’t finished verifying yet: 911 calling is enabled.

  Emergency services can still be reached; may just need to share your address verbally with the operator. 

  We’ll notify you once your address is fully registered.
• Calls aren't working.

  This can happen for a few different reasons (Wi-Fi connection, Quiet Hours, allowed contacts, or carrier blocking). Start with the sections below that best match what you’re seeing.

  My Tin Can seems offline (or won’t ring).

  Try these steps in order:

  1. Move your Tin Can closer to your Wi-Fi router (even temporarily) and try again.

  2. In the Tin Can app, update your Tin Can’s Wi-Fi settings (even if you’re staying on the same network). This refresh can help it reconnect cleanly.

  3. Try connecting your Tin Can to your phone’s hotspot (internet sharing) as a test.
     If this works on a hotspot, the issue is very likely your home Wi-Fi (not the Tin Can).

  4. If you’re on hotel/airport/public Wi-Fi that makes you “sign in” or accept terms in a browser, Tin Can won’t be able to connect to that kind of network.

  If none of that helps, use the “Calls drop or sound choppy” section below—some of the Wi-Fi fixes there can help even if the main symptom is “offline.”

  Are Quiet time / Quiet Hours / Do Not Disturb blocking calls?

  If calls aren’t going through (especially at certain times), Quiet time / Quiet Hours is often the cause.

  Try this:

  1. Open the Tin Can app and look for Quiet time (shhhh mode) on the home screen. Toggle it off, then try calling again.

  2. If you use Quiet Hours schedules, open the app → Manage availability and confirm the hours you set.

  3. Double-check your time zone in the app: open the app → Account (bottom bar) → Edit (top right) → choose the correct time zone.

  Calls work with some people but not others.

  This usually points to one of these:

  • The number isn’t on your allowed contact list (or it was entered wrong).

  • Your Tin Can number is being flagged as spam by a carrier or spam-filtering app

  Start with “Make sure the number is allowed” below, then check “Scam Likely / blocked” if the allowlist looks correct.

  Make sure the number is allowed (and not misdialed).

  If a number isn’t on the allowed contacts list (or it’s off by a digit), Tin Can won’t be able to call it.

  Try this:

  1. Confirm the exact number you’re trying to call, then confirm that exact number is on your allowed contacts list.

  2. If the contact you added is the wrong number, delete it and re-add it

  3. If you’re calling another Tin Can: make sure both people have accepted the contact request—calls won’t work until it’s approved on both sides.

  If they’re on your allowed list and it’s not a misdial

  This can happen when carriers (or spam-filter apps) incorrectly flag a Tin Can number as spam—especially if calling works with some numbers but not others.

  Try this:

  1. Make sure your Tin Can’s phone number is added to the other party’s phone’s contacts.

  2. If the person you’re trying to reach uses spam-blocking apps (like AT&T ActiveArmor or similar), add your Tin Can number to their “allowed” list (or turn blocking off temporarily to test).

  3. If it’s still blocked, contact Tin Can Support. We can submit updates to help carriers treat the number as trusted—this can take up to 48 hours. If it still isn’t fixed after 48 hours, we can assign a new number.

  Calls drop or sound choppy.

  This is usually Wi-Fi strength or Wi-Fi speed near the Tin Can.

  Try these steps:

  1. Move the Tin Can closer to your router and test again.

  2. Stand near your Tin Can with your phone, turn cellular off (so you’re only using Wi-Fi), and run a speed test. If download speed is under ~50 Mbps, that can cause call issues.

  3. If you have Wi-Fi extenders, unplug them temporarily and test with the Tin Can close to the main router.

  4. As a quick “reset” for call connectivity, unplug the Tin Can, plug it back in, and wait about five minutes before testing again.

  If none of this helps, contact Tin Can Support and tell us: (1) whether the issue is all calls or only some numbers, and (2) whether the Tin Can is close to the router when testing.
• I can’t find contacts from my contacts book.

  This is usually one of three things: (1) needing a little more clarity on how adding contacts to your Tin Can works, (2) a permissions issue, or (3) a sync delay.

  If you’re adding another Tin Can

  Tin Can-to-Tin Can contacts don’t import from your phone’s address book—you’ll need the other person’s 4–7 digit Tin Can number, then add them by searching for that number in the app.

  If you’re adding an external phone number

  External contacts require the plan that includes external calling (if you’re on Can2Can-only calling, external contacts won’t work).

  If you have the Party Line Plan, try the following:

  1. Open the Tin Can app

  2. Select the correct Tin Can (if you have more than one)

  3. Tap Contacts

  4. Tap + → Add an external contact

  5. Search for the contact

  6. Tap the checkmark next to the contact, then tap Add contact

  If the contact still doesn’t show up:

  1. Check Contacts permission for the Tin Can app:

     • iPhone: Settings → Privacy & Security → Contacts → Tin Can → make sure access is On

     • Android: Settings → Privacy → Permission manager → Contacts (or Apps → Tin Can → Permissions) → make sure Contacts is Allowed

  2. Fully close the Tin Can app and reopen it, then try again.

     • iPhone: swipe up and pause → find Tin Can → swipe it up to close

     • Android: open Recent apps → find Tin Can → swipe it away

  3. If it still doesn’t work, you can manually add the contact, or delete/reinstall the app and try again.
• The audio quality is choppy or bad.

  First, narrow down what’s happening:

  • If it’s only bad on speakerphone, that’s a known issue we’re working on.

  • If it’s only bad with one specific person, the issue may be on their side. Try another contact to compare.

    • If that’s not the issue, power cycle the Tin Can (unplug it, wait ~10 seconds, plug it back in), then test again. You’ll be surprised how often this works.

  If that doesn’t solve it, try the following steps to check your wifi connection (Wi-Fi issues can cause bad audio):

  1. Move the Tin Can closer to your router and test again.

  2. Stand near your Tin Can with your phone, turn cellular off (so you’re only using Wi-Fi), and run a speed test. If download speed is under ~50 Mbps, that can cause call issues.

  3. If you have Wi-Fi extenders, unplug them temporarily and test with the Tin Can close to the main router.

  4. As a quick “reset” for call connectivity, unplug the Tin Can, plug it back in, and wait about five minutes before testing again.

  If you still hear consistently poor audio after trying the above, contact Tin Can Support and let us know whether it happens on speakerphone, on regular mode, or both.
• Buttons aren’t working properly / don’t always register.

  If button presses don’t register reliably:

  1. Unplug the Tin Can, wait ~10 seconds, plug it back in.

  2. Try moving it closer to the router temporarily

  If it’s still happening, contact Tin Can Support and tell us which button(s) are affected and when it happens—we’ll help troubleshoot next steps.
• Adding contacts to speed dial isn’t working.

  This is a known bug we’re working on.

  For now, the best workaround is to dial the number directly on your Tin Can instead of speed dial.
• I need to change something after setup.

  You don’t need to reset your Tin Can to make updates. Most changes can be done directly in the app.

  I want to change the Wi-Fi network my Tin Can uses

  You can switch Wi-Fi networks at any time.

  1. Open the Tin Can app

  2. If you have more than one Tin Can, select the correct one at the top

  3. Tap the pencil icon next to the Tin Can number

  4. Tap “Update” next to Wi-Fi settings

  5. Follow the steps to connect to the new Wi-Fi network

  If you run into trouble, see My Tin Can won’t connect to Wi-Fi for troubleshooting steps.

  I want to add another Tin Can

  You can add additional Tin Cans from the app.

  1. Open the Tin Can app

  2. Tap Add Tin Can at the top

  3. Follow the setup steps

  If you already have an existing line/subscription you want to use, make sure to choose Link to an existing line during setup. If you want a new subscription, you’ll need to purchase one.

  I want to link a Tin Can to an existing line/subscription

  If you’re adding a new Tin Can but don’t want to create a new line:

  1. Open the Tin Can app

  2. Tap Add Tin Can

  3. Choose Link to an existing line

  4. Select the Tin Can you want to link it to

  If you don’t see the line you’re looking for, double-check that you’re signed in with the correct email address.

  I’m not sure which Tin Can I’m editing

  If you have more than one Tin Can:

  • Look at the Tin Can number shown at the top of the app

  • Make sure it matches the device you want to update before making changes

  This helps avoid accidentally updating the wrong device.

  Something didn’t work as expected after I made a change

  If an update didn’t go through:

  1. Fully close the Tin Can app by swiping up

  2. Reopen the app and check your settings again

  3. If needed, repeat the update steps

  If you’re still stuck, contact Tin Can Support and let us know what you were trying to change.