Can’t find your devices? Here’s how to make sure you’re logged into the right account and restore your Installation.
This article refers to Twinkly Generation I & II
Have you just logged into your Installation and found it empty, even though you’re sure that one or more devices were previously connected to it? Don’t worry — we can help you find the solution.
1. Did you log in with the same account?
The first thing to check is whether you logged in with the same account you used in the past.
If you are using a new account, it is normal for your Installation to appear empty, as the devices associated with your previous account will not be displayed.
You can check which account you are currently using directly in the app:
- Go to Controls.
- Tap the menu icon (☰) in the top-left corner.
- Here, you’ll see the email address you are currently logged in with.
Check your login method
The email address you see may be different from the one you remember, depending on how you originally logged in.
You may have used:
- Twinkly Account
- Apple ID
If you used Apple ID and chose to hide your email address, you may see an address containing “privaterelay”. This is normal — Apple generates this address to keep your personal email private.
2. Don’t remember how you logged in?
If you’re not sure which account or login method you used in the past, try logging in again using a different method.
First, log out of the app and then try signing in with another login method you may have used previously.
If you think you had a Twinkly Account
You can also try resetting your password:
- Log out of the app.
- Select Forgot password.
- Enter your email address.
- If the app doesn’t show an error, you’ll receive an email allowing you to reset your password.
This can help you determine whether the email address is actually linked to your previous Twinkly Account.
Once you log in with the correct account, your Installation and the devices previously associated with it should become visible again.
3. Have you recovered access to your account?
Once you’ve successfully recovered access to your account, check whether your devices are visible in your Installation again.
If your devices are still missing or you continue to experience difficulties, please contact our User Satisfaction Team. Our team will be happy to help you investigate the issue and find the best solution.