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Support Center

We compiled a list of the most frequently asked questions that we received from all of our amazing users over the past few years.
Clicking on any of the cards will display the answer.
If you did not found any answer to your question, feel free to contact us directly.

Customer Support

If you encounter an error while trying to download a purchased package, make sure that you meet those requirements:
  • You are connected to the internet
  • Your package manager is updated to its latest version and you refreshed your package manager cache
  • Your order status is set to Completed. Go to your account and verify that your order is not pending or in dispute
  • The device you are using is linked to your account
Sometimes, payment providers can automatically reject a payment. If that happened to you, please contact the payment provider you are trying to use and ask them about any issue with your account.
Do not retry to purchase the package before getting an answer for the payment provider.
In your account, you can request a refund for a purchase. The seller will automatically receive a notification and they will have to respond to your request.
You will usually have to wait between 2 and 5 business days (This is just an indication, the actual time may vary) before receiving an answer from the seller.
Sellers are handling customer support as well as fixing and adding new features to their packages.
It can happen that it takes longer than expected to receive an answer from a seller. They receive a lot of support requests, your are most likely not the only one to ask for help.
Please remember to be kind as they have the right to ignore your request if you have been mean to them.
If a seller did not respond to your request in 10 business days, you can contact us directly so we can help you resolve the issue.
In the event where you completely lost access to your account, if you have a device linked to this account you can contact us directly and send us your unique device identifier with a proof of identity like your name, you address or any other information that could help us authenticate you.

Developer Support

The acceptable review process time for a package is 5 business days.
If you have never uploaded a package on Twickd before, it can take up to 10 business days before your package gets either accepted or rejected.
When rejecting a package, we always send an email notification to the business/organisation associated with the package.
This notification contains the reason of the rejection as well as some tips to improve your package.
The repository refresh rate is about 1 cycle per hour. What that mean is that if you have published an update to your package, it will be available for your users in less than an hour.