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.