Frequently Asked Questions

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Here's our FAQ.

• Why should I connect Twinkly to my home Wi-Fi network?

  Connecting Twinkly to a local network is useful on many levels:

  • You will have wider coverage and you will be able to use the app from any place in the house;
  • If your device automatically connects to the network, as soon as you get home you are ready to start using Twinkly.
  • You can create groups linking several products and you can apply spectacular
  • customized effects.
  • Connect Twinkly to other devices like Google Assistant, Amazon Alexa and Home Kit (coming soon!)
  • Increase the operating range of the connection with your smartphone and Twinkly and use the entire range covered by your Wi-Fi connection
  • Avoid having to change the network every time you want to use Twinkly.

   

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• How should I place the lights?

  You can place your lights as you prefer, there is not a rule!

  Decorate your tree, then, thanks to the mapping procedure you can create a precise map of your LEDs and apply the effect with the maximum impact.

  A useful piece of advice to obtain a good visual is to place the LEDs on the surface of the tree.

  Some LEDs may be hidden from the camera, worry not, the algorithm will estimate their position, allowing a precise application of the effects.

   

  

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• Can Twinkly strings be extended?

  Yes, virtually.

  You can join together multiple strings with the same LED profile, thanks to the app.

  They must be all RGB, all RBW, all RGBW, or all AWW.

  Find out how to create a group of Twinkly and apply group effects with the Join, Sync, and Scene functions.

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• Can I use Twinkly outdoor?

  All Twinkly products are IP44 certified, but Generation I Controller is IP20 attested. That means that Gen I can be used only indoors,or otherwise taking special care to ensure that controllers and power supply are placed in a safe location.

  Gen 2 lights, instead, are weatherproof and they can resist rain and snow; just pay attention, they can’t be plunged into the water.

  Temperatures:

  • Generation 1: from 0 °C to 40 °C or 32°F to 104°F
  • Generation 2: from -15 °C to 40 °C  or  14°F to 104°F

  Anyway, they should be protected from strong atmospheric agents and drastic changes in temperature/humidity.

  Prelit and Home range products are designed for the decoration of home environments, so they are IP20, which means they are for indoor use only.

  Twinkly Music is also IP20, so we suggest you pay attention to place it near the sound source inside your home or in a covered place.

  IMPORTANT NOTE: always keep the controller and the plug, in a proof place, away from water and snow.
  For the most part, can be used outdoors or in a sheltered area. Others can only be used indoors.
  Check the icon that describes the type of use supported on the website or your Twinkly product pack:

  [Indoor icon] – Product for indoor use only

  [Outdoor icon] – Product for indoor and outdoor use (*)

  [Patio icon] – Product for outdoor use, sheltered from rain and snow.

  (*) please always store the controller and the plug, in a safe place.

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• Can I remote control Twinkly?

  Yes! Twinkly works with Google Home and Amazon Alexa.

  Find out how to add Twinkly to your smart home assistant and tell Twinkly to switch on, switch off and remote control color changes.

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• What is the controller?

  The controller is an essential part of every Twinkly product.

  It’s the control box you can find between the plug and the lights and it manages the lights.

  Is composed by:

  Status light indicator

  Please refer to these tables for the controller status indicator light index.

  Round button

  The button allows you to swipe through and set basic effects, preset on your Twinkly.

  And reset the product to the factory setup.

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• What are Pre-lit products?

  Pre-lit products are pre-assembled products. They are Trees, Wreaths, and Garlands pre-assembled with Twinkly lights for perfect illumination and incredible effects.
  They’re ready in minutes and link up to form groups, the perfect touch to make your
  Christmas is even more magical.

  Prelit trees come in many variations and different designs.
  Let’s try to explain it better  🙂

  We have 3 different macro-categories of pre-lits

  • those produced by Twinkly (you can find them in the PRODUCTS area of our website)
  • those produced by Polygroup (using Twinkly technology) which are supplied in different sizes and with different styles and then distributed by the big chains in the field such as Walmart, Balsam Hill, Home Depot, etc… and which technical specifications we don’t know, so, in this case, we suggest you contact the seller directly to ask for specific information (height, width, materials, etc…)
  • those produced by QVC (with Twinkly technology and only in 2020) for which what I explained earlier for Polygroup trees applies.

  If you are considering buying one for your home, please visit our “Where to buy” page and use the filter “prelit”, so you will more easily find the perfect one for you!

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• How can I connect Twinkly to a new Wi-Fi network?

  If you want to change the network which your device is connected to, just open Twinkly app, select “device”, the “LED” icon on the right bottom app on the screen, and then tap on the gear icon next to the device name; finally tap on the “Network” function (last row on the page), and select the Wi-Fi you want to use among those available.

     

     

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• I can’t see the Twinkly_XXXXXX Wi-Fi network in the Wi-Fi network list on my smartphone

  If your product is connected to the power supply, check if the lights on the controller are on.

  Scenario 1

  • On the controller, a steady green light is on.
  • If the Twinkly_XXXXXX list doesn’t come up in the available Wi-Fi lists probably something is causing interference.
    Please try to move your Twinkly to another room/building and try to exclude or confirm this kind of issue.

  Scenario 2

  • On the controller a blinking green/blue (Generation 1) or red/blue (Generation II) light on.
  • Twinkly is trying to connect to the local wifi network: reset your Twinkly and try again.

  If this doesn’t help, please contact us using the HELP icon on this page.

   

   

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• Where can I buy Twinkly?

  You can buy Twinkly in the best technology, home automation, and garden stores, both online and in your Country.

  Discover Twinkly stockists in your Country.

  Select a Country to see the list of e-commerce shipping there, a list of multi-store or local stores.

  To browse local stores add your ZIP code and define the distances.

  If your country is not on the list, please contact us using the HELP button on this page and we’ll be happy to assist.

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• How many LEDs do I need to decorate my Christmas tree?

  If you are going to decorate a Christmas tree with Twinkly, please consider that the number of LEDs suggested depends on more factors:

  • The size of your tree,
  • If you want to decorate only the front or 360°
  • … And on your taste!

  Play with our Christmas tree Led calculator!

  Please consider these options as a general guideline to a Christmas tree decoration with Twinkly, then adjust the total amount based on your taste.

  Happy Decoration!

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• Which are the differences between Regular, Special and Gold Collections?

  Multicolor collection

  The regular multicolor collection is our widest collection: all the lights part of this collection have RGB LEDs.

  RGB LEDs can play over 16mio colors, blending together the Red, Blue, and Green color source.

  The concave lens and the matte bulbs enhance the colors and the brightness of each lamp.

  RGB colors include the whites: from cold to warm. In these cases, they are the result of the blend between the 3 RGB color sources.

  You can group together multiple RGB products: Strings, Icicles, Wall, Curtains, Prelit trees … As long as they have the same LED profile.

   

   

  

   

   

  The Special Edition 

  For those who love colors, but get crazy also for the Warm White, we created a special LED, composed of 4 color source channels:

  Red, Green, Blue + Warm White.

  In addition to the 16 million colors developed by the 3 RGB channels, this special LED can play an amazing PURE Warm White. Alone, or blended with the other colors.

  The concave lens, half clear and half matte, enhances the general brightness, the color blend, and the brilliance of the warm white.

  You can group together multiple RGBW products: Strings, Icicles, Curtains… As long as they have the same LED profile.

  A special edition in 2018 was introduced with an RBW LED profile (Red, Blue, Warm White). This color profile is discontinued but still supported and can be grouped only with other RBW LED strings.

   

   

  

   

   

  The Gold Edition 

  The Gold Edition is the perfect choice for the lovers of Christmas’ traditional colors. With their special LED profile, made of three color sources: Amber, Warm White, and Cold White, they can express these three colors with a super brilliant finish.

  The brilliancy is enhanced by their concave transparent lens.

   

  

   

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• Can I group Twinkly Generation I with a Twinkly Generation II ?

  Yes, you can group Twinkly Generation I devices and Twinkly Generation II devices, but they must have the same LED profile.

  Generation I can be RGB and RBW

  Generation II can be RGB, RGBW, and AWW

  Please be sure to purchase only lights with the same LED profile.

   

   

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• Which are the differences between Twinkly Generation 1 and Generation 2?

  Generation II devices have a new controller, with a smart and sleek design that features:

  • Bluetooth connectivity for an easier connection to your home wi-fi
  • Enhanced performances
  • Expanded memory
  • Playlist feature

  We also renewed the lamps, they now are thinner and longer in the Regular and Gold Collection for a more elegant final effect.

  

  IMPORTANT NOTE: Please remember that Prelit, Home Range and Twinkly Music are Ip20.

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• Why should I create an account?

  The account creation is now due to support enhanced product features like:

  • Alexa and Google Assistant integration
  • Access shared settings
  • New effect download
  • Advanced support in case of needs
  • Important communication on the service status

  We won’t use your personal information for marketing purposes without your explicit consent.

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• Can I use Twinkly without an external WiFi network or without internet access?

  Yes definitely!

  Connecting Twinkly to a local Wi-fi network is essential to get the best out of your Twinkly, but it’s not strictly necessary.

  Twinkly will work as a stand-alone product or, in direct communication with your smartphone.

  Also, it will work on routers that have not internet access; this solution can be great to manage a larger group of Twinkly on their own network (more than 5) without interference from other connected devices.

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• Can I share a Custom Layout?

  Definitely. You can use the same custom Layout and Settings on another Smartphone or Tablet only by accessing the same Twinkly Account credentials on all the apps.

  IMPORTANT NOTE:  Remember that in order to see the devices so the group online you must also be connected to the same network

   

   

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• Which settings should I use on my router to properly connect to my device?

  Twinkly, like many smart devices, works only with 2.4Ghz band connections, so if you have a dual-band router, we suggest you turn off the 5 GHz or a good solution would be to split the two frequencies in two different SSID so that you’re sure that Twinkly is on the 2.4 one.

  Consider also that Twinkly needs to see the network to be able to detect it and connect, so you can’t use hidden ones.

  Moreover, we advise connecting the closest possible to your router too much distance from it could prevent the device to communicate properly with the network.

  Our connection uses the most common and secure protocol, WPA2-PSK (AES), which is usually the default one on most routers.

  Finally, if you need to open the router ports, we inform you below what they are:

  • TCP 80
  • UDP 5555
  • UDP 5556
  • UDP 7777
  • TCP 1883/8883 (vocal assistants)

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• What are the HOME RANGE products?

  Home Range has three different products: Twinkly Line, Twinkly Flex, and Twinkly Squares*.

  Each product merges home decor and smart home technology to provide different design scenarios. 

  Home Range inspires our users with unlimited and creative possibilities to make customized ambient lighting all year round.

  They have the same revolutionary features we use for our classic products, allowing you to map your creations, group your devices using the Grouping features, to create a real light show with your house decor, integrations with vocal assistants, and obviously the new powerful FX wizard, which will make your Twinkly experience, a real touch of magic!

  Thanks to these features, you will be able to expand your decoration potential better than ever before, combining ambient lights with custom creations that will redefine the standard of home lighting.

  All products in the Twinkly Home Range feature Bluetooth and WiFi connectivity and can be controlled via the free Twinkly App (for iOS and Android), Google Assistant, Amazon Alexa, and Razer Chroma RGB.

  For the single technical characteristics, you find all the details at this link:

  Twinkly Flex

  Twinkly Line

  IMPORTANT NOTE: You can create virtual groups of Line and Flex products using Join, Sync and Area, while you can group your Home Range products with other Twinkly devices using Area mode.

  *About Square keep following us to stay up to date and ready for launch!

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• Can I create a group with Home Range products?

  Yes, definitely.
  You can create a virtual group through the App.

  Take a look at this link: create-a-group-extend-lights

  Keep in mind that you can group them together in 3 different mode : Join, Sync and Area.

  While if you want to create a group by adding strings, you can do it only in Area mode.

   

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• Can I extend Line and Flex?

  Twinkly Line is 1.5 meters long and can be extended up to 3 meters, using the Twinkly Line Extension. 

  Please consider that Line can be extended with only one extension kit per device

  Twinkly Flex, however, cannot be physically extended, as it’s a single decoration.

  If you want to extend your decoration, you can create a virtual group, which will allow you to expand your lighting with other products. 

  Here you will find all the details on how to create a group.

  IMPORTANT NOTE: Line & Flex can be grouped with all the Home Range products using one of the three group modes available (Join, Sync, Area) , or with other RGB Twinkly devices, using the Area mode.

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• Where can I buy Line and Flex?

  If you wish to buy Line and Flex, please visit our “Where to buy” page and select “Line & Flex” from the filter.

  Select a Country to see the list of e-commerce websites and local stores.

  To browse local stores add your postal code and define the distances. If your country is not on the list, please contact us using the HELP button on this page and we’ll be happy to assist.

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• How do I install Line?

  The setup procedure of Line is similar to that of other Twinkly Devices and is illustrated step by step in the user guide that you will find inside the box.

  It is important to follow a few simple steps to get a perfect result:

  1. Clean the surface where you want to place Line on, remove the double-adhesive liner, and stick Line into the surface:

  

        2. Connect Line to the controller connector.
        3. Use the provided adhesive cable clips to keep the lead cable steady and organized.
        4. Insert the plug into the power adapter and connect to a power source. The lights will switch on automatically.

  

  Now your Line is ready to be set up on the app!
  Follow this tutorial and have fun!

  IMPORTANT NOTE:  you can choose to make your light line longer by adding the extension (see next article).

  How do I extend Line?

   

   

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• How do I extend Line?

  Twinkly Line Starter Kit can be extended using only one Twinkly Line Extension Kit, to obtain an individual longer strip, ideal for example if you need to enlighten a big surface.

  There are two possibilities:

  Direct extension: Best for linear layouts. Connect the male and female pins (the two different ends of your Line) of a starter kit strip to the corresponding exits on the extension strip.

  Extension cable: Best for curved layouts, thanks to the wire part of the extension cable included in the package, that allows you to adapt to corners and curves,  connecting two LED strips or a starter kit to an Extension Kit. 

  Remember that if you don’t need to physically extend your device, but you just want to have different Lines in different locations to reproduce the same effects, in sync or like an individual bigger device, you can just group them like every other Twinkily device, here for the procedure and all the details.

  

  IMPORTANT NOTE: Line can be grouped with all the Home Range products using one of the three group modes available, or with other Twinkly devices, using the Area mode.

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• Can I use Line & Flex outdoor?

  Twinkly Line and Flex have been conceived as home decor items with a design suitable especially for the domestic environment; 

  therefore they are both IP20, which means for indoor use only.

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• Can I use Line & Flex with Twinkly Music?

  Yes, definitely.

  You can synchronize the lights with the Music using the dongle, and with the other Twinkly devices.

  Here you can find the procedure and further information:

  What is Twinkly Music and how does it work?

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