Below you will find our most frequent quesitons answered. If you still can't find an answer that fits your case, please get in contact and be as specific as you can. If you have an order, remember to include your order no.
Twinn does not have access to any monies in the accounts your linked card draws via the Curve wallet. Therefore, since we are not a Financial business / institution, Twinn can’t be regulated by the FCA as we do not have access to your money. Of course, our friends at Curve are fully regulated and their website can provide you all the lovely details around this…
Let’s put this way, if this was school-ground battle with your old contactless card, your Twinn would win the fight for being more secure! It’s the same (and much newer and stronger) transaction security that Apple Pay or Google Pay also use.
First take a deep breath and don’t panic - it’s all possible here at Twinn!
You can suspend your wearable in the app at any time. Simply toggle your payment card to ‘Inactive’ in the wearable section of the app.
Remember your Curve card itself, is not compromised, so keep on using it as normal!
Here at Twinn, we live and breathe making gorgeous payment wearables. We’re not a bank and we don’t want to be one! In the past, to get a payment wearable you would likely have to apply and get approved for yet another pre-paid account and then continuously use top-ups to keep your new wearable active. That’s just too much faffing around in our opinion, so Twinn found a much easier and more secure way to make this work with Curve.
Then you, my friend, are set and ready to go! All you need to do is download our lovely Twinn App from the relevant app / play store and then follow the super easy instructions to wake up your ring and twin it to your Curve card. Your shiny new Twinn wearable will work exactly the same as your Curve card does, providing exactly the same smart features, wallet of cards and smart rules that you have already setup!
Curve supports Strong Customer Authentication (SCA) to protect your payments and your wearable / card from being continually used without authentication (Chip and PIN / Biometric validation). Once you’ve made a single payment equal to or higher than £100 or the amount of your contactless payment totals £300, your next contactless payment will be declined and you’ll need the physical Curve card to make a standard Chip and PIN transaction, before you can continue using contactless again. Depending on the country you are in, there are different values that will trigger the Strong Customer Authentication and you can find the full list by clicking here
Once you’ve downloaded the Curve iOS or Android app and activated your account, simply start by adding your debit and credit cards into your digital Curve Wallet. Depending on the Curve membership option you choose, you can add up to 5 different cards at any one time and your Curve Card will cleverly act as an interface card for all of them. Link your Curve Card to your Twinn wearable, and now you can pay from any of these cards or accounts with just one beep!
The best part is that with the Curve app, you have ultimate control over your Twinn wearable and your spending habits. You can change your default payment card on-the-go and Go Back in Time® to switch payments from one card to another after you’ve made them. Your Curve card even lets you create Smart Rules to automatically allocate certain payments to certain cards in your wallet. There are competitive foreign transaction fees either, so feel free to rack up those loyalty points using your Twinn wearable whilst you’re away from home. All this is with bonus Curve cash-back on top of any rewards you currently get from your standard bank cards.
Curve = Maximum rewards, minimal management and ultimate flexibility.
Of course, there are always some terms and conditions, so make sure you click here to find out more.
Curve Standard Free - (Charged at £/€ 0 p/m) - Link up to 3 cards. Go Back in Time®: 3 trips back in time on payments up to 30 days old, per rolling 30-day period. Set 2 Smart Rules. Fee Free Cancellation. ATM Withdrawal Fees: Fee free withdrawals up to £200 a month. The greater of (i) 2% of the withdrawal amount or (ii) £2, Fee-free currency conversion up to £250 per rolling 30-day period, then 2.5% in addition to the Mastercard Wholesale Rate. Foreign ATM Withdrawal Fees: A fee of the greater of (i) 2% of the withdrawal amount or (ii) £2 in addition to the Mastercard Wholesale Rate. Curve Fronted Fee: 2.5% of the transaction amount. Commercial Funding Card Fee: 1.5% of the transaction amount. International Funding Fee: 2.9% of the transaction amount.
Curve X - (Charged at £/€5.99 p/m) - Link up to 5 cards. Go Back in Time® 3 trips back in time on payments up to 60 days old per rolling 30 days. Set 5 Smart Rules. Free Cancellation Fee. ATM Withdrawal Fees: Free up to £300 per rolling 30-day period and then the greater of (i) 2% of the withdrawal amount or (ii) £2. Fee-free currency conversion up to £1,000 per rolling 30-day period, then 2.5% in addition to the Mastercard Wholesale Rate. Foreign ATM Withdrawal Fees: Fee-free currency conversion up to £300 per rolling 30-day period, a fee of the greater of (i) 2% of the withdrawal amount or (ii) £2 in addition to the Mastercard Wholesale Rate. Curve Fronted Fee: 2.5% of the transaction amount. Commercial Funding Card Fee: 1.5% of the transaction amount. International Funding Fee: 2.9% of the transaction amount. Crypto Rewards: Unlimited for 1 token.
Curve Black (Charged at £/€9.99 p/m or 99.90 p/a) - Unilimited Linked cards. Unlimited Go Back in Time® trips on payments up to 90 days old. Unlimited Smart Rules. £/€5.99 Cancellation Fee (charged during the 14-day cooling off period only). ATM Withdrawal Fees: Free up to £500 per rolling 30-day period and then the greater of (i) 2% of the withdrawal amount or (ii) £2. Fee-free currency conversion up to £2,000 per rolling 30-day period, then 2.5% in addition to the Mastercard Wholesale Rate. Foreign ATM Withdrawal Fees: Fee-free currency conversion up to £500 per rolling 30-day period. A fee of the greater of (i) 2% of the withdrawal amount or (ii) £2 in addition to the Mastercard Wholesale Rate.
Curve Fronted Fee: Fee-free limit of £1,000 per rolling 30-day period then 2.5% of the transaction amount. Commercial Funding Card Fee: 1.5% of the transaction amount. International Funding Fee: Fee-free limit of £1,000 per rolling 30-day period then 2.5% of the transaction amount. Discontinued as of 5th November, all Crypto rewards will be automatically transferred into Curve Cash. 1% Instant Cashback: 3 retailers. Travel Insurance: Terms and conditions apply. Please check the Curve app for further details.
Curve Metal (Charged at £/€17.99 p/m or 179.90 p/a) - Unlimited Linked cards. Unlimited Go Back in Time® trips on payments up to 120 days old. Unlimited Smart Rules. 6 Month minimum term. Cancellation Fee £59.99 (charged during the 14-day cooling off period or if you cancel your Curve Metal during the first 6 months). ATM Withdrawal Fees: Free up to £1000 per rolling 30-day period and then the greater of (i) 2% of the withdrawal amount or (ii) £2. Fee-free currency subject to Curve’s fair use policy. Foreign ATM Withdrawal Fees: Fee-free currency conversion up to £1000 per rolling 30-day period. A fee of the greater of (i) 2% of the withdrawal amount or (ii) £2 in addition to the Mastercard Wholesale Rate. Curve Fronted Fee: Fee-free limit of £3,000 per rolling 30-day period then 2.5% of the transaction amount. Commercial Funding Card Fee: Fee-free limit of £1,500 per rolling 30-day period, then 1.5% of the transaction amount. International Funding Fee: Fee-free limit of £5,000 per rolling 30-day period then 2.5% of the transaction amount. Discontinued as of 5th November all Crypto rewards will be automatically transferred into Curve Cash. 1% Instant Cashback: your choice of up to 6 retailers chosen from over 150 retailers. Travel Insurance: Terms and conditions apply. Discounted Loungekey Access for Curve Metal cardholders and their friends & family. Please check the Curve app for further details.
Look no further, you can do it from the Curve app
To downgrade your subscription:
Open your Curve app.
Head to the “Account” tab.
Tap the “Manage your plan” section
Scroll all the way down and tap “Downgrade your plan”
You’ll be redirected to our chatbot
Once you’ve been directed to the chatbot, you’ll need to choose the following path: My account > downgrade subscription > the reason for your downgrade. If you still want to downgrade your account, you’ll be redirected to our Customer Support and we’ll be able to fulfil your request!
Keeping it simple, the Curve App allows you to manage your Curve card account and therefore, your Twinn payment wearable. You can view your Curve Cash rewards, add or remove your bank cards, manage all your personal details, view your bank account balances and even upload all your loyalty cards for a one-stop-shop. The Curve app also has a neat My Money section, which gives you insight into how you spend your money not just across one bank card, but all of your bank cards and accounts, to keep that budget in check!
Indeed you do, my friend! The best part about your Twinn wearable is we’ve streamlined the process and tried to avoid adding yet another bank account to your list. Instead, Curve uses your existing cards and provides you a one-stop shop to view and manage all your bank accounts. You’ll save you on additional admin work plus onboarding is faster with none of those nasty credit checks.
Absolutely. Your physical card will be posted out to you directly in a few days, but in the meantime, you can still spend on your Twinn wearable and access all your card details which are securely stored in the app.
We tried to jazz this bit up for you, but we also want to make sure you feel protected, so you can find all the important legal stuff a bit further below.
It’s important for you to know that we take pride in our partnerships and we choose our Twinn partners carefully! Curve is a financially regulated and managed business and here’s their spiel to prove it.
For the UK.
The Curve Card and the E-money related to these cards is issued in the UK by Curve UK Limited, authorised and regulated by the Financial Conduct Authority to issue electronic money (firm reference number 900926). Curve UK Limited is registered in England and Wales, United Kingdom (company reference number: 09523903) and located at 1-10 Praed Mews, London, W2 1QY.
Curve is authorised to issue e-money by the Bank of Lithuania (located at Gedimino ave. 6, LT-01103, Vilnius, Lithuania, telephone no. +370 800 50 500. More information about the Bank of Lithuania is detailed by this link https://www.lb.lt/en/) (licence No. 73 issued on 22 October 2020). Curve Europe UAB, registered in the Republic of Lithuania with company number 305626541 and located at Konstitucijos pr. 21B, LT-08130 Vilnius.
Perhaps you know your ring size 🙌 Perhaps you’ve never given it any thought 🤔 which is fine with us, with so many fingers to think about (and those thumbs) you may have better things to do with your time.
We at Twinn have given it a lot of thought (and we mean a lot!).
Our top tip for accurate finger sizing is to visit a jeweller and let them work their magic. If that doesn’t work for you, no worries because we’ve got a few super each options for you.
Whichever method you choose, if you’re between sizes in our experience it’s best to go up a size rather than down…but don’t go too BIG!! Your ring mustn’t be able to slide off.
We HIGHLY recommend you size yourself in one way or the other. We understand that you’re excited to get your hands on one of our rings as soon as possible and we totally understand that.
But rest assured my friend, it will be like an opening that unwanted present on Christmas day all over again if you guess your size and when your ring arrives it doesn’t fit 😭
Take the time to size yourself properly and it will be worth the wait, we promise.
Step 1
Download our Big-T print-at-home ring sizer. Print and cut out the sizers… carefully 😅 (yes, we gave you two on them just in case your first attempt was practice)
Step 2
Loop the sizer in through the cut out in the top and place this over the finger you wish to measure. It’s not hard. Do not pull this too tight, it should still slide up and down your finger with a little resistance.
Step 3
Record your size and continue on your merry way to a smarter way to pay. #PayYourWay
Step 4
No more steps here, at least you have achieved this number of steps today 💙
Order one of our Big T sizers and we’ll send it out in the post. You can order it here
Please note that the Big T is intended as guidance only, visiting a jeweller is the most accurate way to find your size.
If you know your size you can use our sizing chart to convert it to a Twinn size, click here for the conversion chart.
Twinn bracelets come in 2 sizes, 19cm and 21cm. The measurement is taken from one end of the bracelet to the other (including the clasp). We suggest you use a tailors tape measure to determine your size.
We ship orders to the UK, unfortunately due to the complexities of shipping to Europe we have had to suspend our EU shipping option.
Orders are despatched within 2-4 working days of the order being placed. Orders placed after 11pm (GMT) are processed the next working day. UK bank holidays and weekends do not count as working days.
Wearable orders for despatch to the UK are sent using a tracked service with Royal Mail. The expected delivery date is within a few working days, if not the next working day. However, at times delays may occur which are outside of Twinn’s control.
Ring sizer orders for despatch to the UK are sent 2nd class with Royal Mail.
During peak periods, such as Christmas we may offer expedited shipping options, this is subject to availability and the option maybe withdrawn at anytime.
If you miss your delivery it is your responsibility to arrange with the courier for a re-delivery or to collect it from their collections facility. Should you fail to collect your order or re-arrange it’s delivery within the time frame specified by the courier, and it is returned to Twinn, you will be responsible for paying the re-delivery costs.
Import VAT/GST thresholds EU + Channel Islands
For Jersey, Channel Islands, any orders over £135 GBP may be subject to Jersey Import GST at the current Jersey GST rate. This will be at the recipient’s cost and must be paid before delivery can be made. Any shipment to a Jersey residential address that is below this threshold will have all taxes, customs and duties calculated as part of the checkout process.
Please contact happy@twinn.me for any questions relating to delivery.
We love our wearables and are sure you will do too.
In fact, we’re so confident that you will love your wearable that we offer a 90 day return period 😍 so, in the unlikely event that you try your wearable and don’t love it, contact our team via happy@twinn.me and they’ll support you with the returns process.
As you’d expect, there are some requirements. Your wearable must be returned to us in a reasonable condition, that means no scratches, marks or defects and fully functional.
You are responsible for removing your linked card and deleting the wearable from the Twinn app.
You can find our full returns policy here
No! Passing your wearable to someone else is not allowed because tokenisation creates a unique account assigned to you. We do not provide support for wearables that have been passed to a 3rd party post-tokenisation or sold (pre or post-tokenisation).
To ensure that we keep your Twinn wearable and account as safe as possible, your wearable needs an expiry date. This ensures that Twinn wearables have the current safety and security features in place. The expiry of a wearable is determined by your wearable serial number - please contact support and we’ll get you what you need!
Great news! Your wearable is what we call a passive device and doesn’t need charging. All the power it needs is generated when the wearable is presented to a payment terminal, just like your physical card.
You can add most of your Visa, Mastercard®, Diners Club, Discover debit and credit cards to your Curve digital wallet. It doesn’t matter if the card is virtual or physical – if Curve can support it, you shouldn’t have any problem adding it to your Curve Wallet!
Follow the instructions on how to add your card to your Curve wallet here.
Please note, your first card must be a UK or European Economic Area (EEA) issued debit or credit card. You’re welcome to add non-EEA cards once you receive and activate your Curve card - however you may be charged a fee when Set up and making transactions using these cards, you can read more about International card fees here.
First, checkout our Setup Video and just follow along.
Place your iPhone flat on a table ensuring that you can still look over your phone to unlock apps that use face ID.
Place the ring at the top left or top right of your iPhone ensuring the ring ever so slightly hangs over the top of the phone. Please ensure it’s not placed in the middle of your phone as this will only block your camera and annoy you when you’re trying to open any other apps that use face ID.
Then follow the in app instructions.
The sweet spot, is on the back of the handset.
Hold your ring flat in your hand and slowly pass your phone over the ring, generally the sweet spot will be in the middle of the back of the phone but it may be elsewhere so take your time as your move the phone round.
android setup
Ring magic
Your ring is designed concentrically but we understand that not everyone knows what this means so let us explain how this thing works.
Imagine this, placing your ring flat on a table.
The magic will travel out from the top and the bottom of your ring. If you look over at the top of your ring with it placed flat on the table, the magic will travel up and hit you in the square in the face.
When wearing your ring the magic will always come out from the top and the bottom no matter how many weird hand shapes you try to make.
The magic does NOT come out from the sides of your ring my friend!
Fear not, this sounds like a lot of hard work but once you have used your ring once, you will easily get the hang of it
Remember that not all payment terminals and transport readers are the same, so please look for where the contactless symbol is placed on each device you encounter on your travels and place you closed fist over the contactless symbol, just like this 🤛
Whilst there is a lot of magic in your ring, it’s not a miracle worker. So please place your fist over the contactless symbol and hold it steady and wait for the beep. If you do not hear a beep, try moving your hand to another part of the payment terminal and hold steady.
You ring has been stress tested many times before it is sent to you, so if it does not work, I am afraid you are doing it wrong my friend, reach out to us, we are here to help you.
Do
Make a first
Place your wrist on the contactless symbol on the payment terminal.
Ensure the centre bead is over the contactless symbol
Don’t
Do NOT place your hand flat on the payment terminal, this just won’t work
Do NOT try to fist bump the payment terminal this just won’t work… it’s not your friend
Do NOT use the back of your hand, this just won’t work
Do NOT jazz hand it, this just won’t work
Lastly, please do NOT rush your payment. Hold steady until you hear the beep.
Bracelet magic
When it comes to our Twinn Bracelet collection, things are even more simple. Your bracelet will have a centre bead, simply placed this over the contactless symbol on the payment terminal or transport gate reader and well, that’s it.
Do present your bracelet like this
Don’t present your bracelet like this
You can use your Twinn wearable at any contactless point, anywhere in the world, my friends! But, if you’re not sure, just either ask if they accept contactless or look for the contactless symbol which is four curved waves and looks similar to the Wi-Fi symbol. You can tell if a payment reader will accept contactless payments if you can see the contactless symbol on the machine! Also, If your Curve card has any restrictions on where you can use your card, these restrictions will be in place when using your wearable.
Yes, as long as your card issuer allows these transactions, your Twinn will too! Once you’ve added the details for the card that ‘sits behind’ your Curve account, there is nothing more to do.
Oh no!! 😢
This isn’t the beautiful relationship we saw written in the stars for you and your wearable. We’re here for you with tea, sympathy and some top advice to get things and back on track!
First thing is to check that you’re using your wearable properly (we’ve all been known to speed read instructions when we’re excited). Check here for the correct presentations of wearable to terminal.
When using a bracelet you must present the engraved part of the central bead to the terminal.
Below are our proven suggestions and tips to help restore your inner peace and Twinn harmony
Finally, If none of that helped, just contact our soothing support team via happy@twinn.me and we will be there with our shoulders to cry on - helping you through this blip.
In our experience, it’ll be down to the pesky but very much needed SCA limit being reached meaning your money is safe.
Once you’ve made a number of contactless transactions that adds up to £300 it’s likely your next contactless payment will decline. Nothing to worry about, this is just the system protecting your money and making sure you’re still in possession of your wearable. You’ll just need your physical Curve card and make a standard Chip and PIN transaction, this will reset your limits, satisfy the system and you’re back off on your merry way.
Depending on the country you are in, there are different values that will trigger the Strong Customer Authentication and you can find the full list right here
If you know it’s not SCA we would suggest that you speak with your card issuer/ check your online banking to see what happened.