Troubleshooting Connection Issues
Jewelry&App Connection Issues
1. Why does the jewelry flash and vibrate to notify messages when the app is open on a Samsung phone(running Android 14), but the jewelry cannot send or receive messages when the app is switched to the background or the screen is off? A：To ensure smooth communication and data synchronization between the jewelry and the application, the application needs to remain running in the background. However, due to restrictions in the Samsung phone system, when the application is sent to the background, it may be automatically cleared by the system, leading to disconnection between the jewelry and the application. Consequently, the jewelry cannot send or receive messages. 2. Jewelry and app connection not working? Please open the app and make sure to follow the steps in the app to connect the jewelry. Before that, please check if Bluetooth is on and tap the jewelry to see if it has power. (1) If it's an Android phone: do not pair in the Bluetooth page in the phone's settings in advance. (2) If it's an Apple phone: check if the jewelry is connected to other phones and if the jewelry and Bluetooth pairing (named TWO75) have been ignored in the Bluetooth settings of the phone system. Once you confirm that there are no problems with the above, you can try to reconnect step by step as follows: (1) Turn off the system Bluetooth, then turn it back on after 10 seconds (2) Log out and log back in to reconnect the jewelry (3) If there are still issues, please contact customer service for assistance. (1) Please check if Bluetooth is turned off, tap the jewelry to check if it's powered on, and verify whether the jewelry is connected to other mobile phones. (2) After confirming that all of the above are OK, please try the following methods one by one. -Turn off the Bluetooth system and turn it back on after 10 seconds -Close the app and reopen it. -Restart the phone and reopen the app (3) If you follow the above steps, it still cannot be reconnected, then go to [Me] - [Manage my totwoo] - click the connected jewelry - [unbind the totwoo] and reconnect the jewelry after unconnecting. (Important operation reminder: when the iPhone is unconnected, you must go to the Bluetooth interface to forget the Bluetooth for the connected jewelry) (1) If it's an iPhone: After disconnecting the jewelry, ignore the connected device (name like TWO75) in the [Settings] - [Bluetooth] - [My Devices] system
To ensure real-time message sending and receiving, please follow these steps to check and set the permission: Phone System Settings - Battery - Background control - totwoo - Select 'Unrestricted'.
(2) If it is an Android phone: Please check if there is a device name starting with TWO in the system [Settings] - [Bluetooth] - [Paired Devices] list, if there is, please make sure to click to cancel the pairing.
(3) Once you've confirmed that the above steps are OK, try the following methods one by one to see if you can reconnect:
－Turn off Bluetooth and turn it back on after 10 seconds.
－Close the app and reopen it.
－Restart the phone and reopen the app.
A: No. One phone can only connect with one bracelet at a time.
If you need to connect your jewelry to the other phone, you need to disconnect the bluetooth of first bracelet.
Note: If an iPhone was previously connected, remember to ignore the connected device (name e.g. TWO75) in System [Settings] - [Bluetooth] - [My Devices] before reconnecting the other phone.
(1) Restart the jewelry by following these steps: "Long press the front panel of the jewelry for about 30 seconds until the jewelry displays red, green, and blue lights alternately flashing, indicating a successful restart." After restarting, try connecting the jewelry again.
(2) Close the app and then reopen it. Stay on the app's homepage for about 5 seconds, simultaneously touching the jewelry until it flashes. Performing these actions should generally resolve the connection issue.
If it still cannot connect properly, please contact customer service for assistance.