Frequently asked questions
Everything you might want to know. Can't find your answer? Ask us directly.
Getting Started
11 questionsRingIgnite is a complete business phone platform that works on any device. Use it in your browser, or install it as an app on your iPhone, Android phone and desktop — with push notifications for calls, texts and voicemails. You get a real phone number to call and text clients, voicemail, call recording, a shared team inbox and more — every feature in one bundle, with no hardware needed.
Yes — RingIgnite runs on top of Twilio, the world's most trusted carrier network. Most of our users already have one and simply paste their Account SID and Auth Token during onboarding — takes about 60 seconds and your existing phone numbers show up ready to use. If you don't have Twilio yet, you can sign up during the same flow. Either way, that carrier account belongs to YOU: your numbers, your billing, zero markup from us, no lock-in.
Yes — this is the primary use case. On the onboarding page, choose "I already have a Twilio account", paste your Account SID and Auth Token from console.twilio.com, and every number you own becomes available inside RingIgnite. Nothing moves, nothing changes on your Twilio side — we just wire them up for calling, texting, voicemail and team routing.
On the onboarding page, choose "I'm new to Twilio". Create your free Twilio account (it opens in a new tab), then upgrade it by adding a card in Twilio — the free trial can't connect to a phone system, and upgrading has no monthly fee. Then come back, paste your Account SID and Auth Token, and pick or buy your first number. Twilio charges you directly at their standard rates (typically $1–2/month per number) — RingIgnite never marks that up.
Upgrade it once in the Twilio Console: sign in at console.twilio.com and click Upgrade. Twilio asks for your profile (including a photo ID and a quick selfie), your tax address (a tax ID is optional), a starting balance — you can start with $20 and add more anytime — and a card. It takes about five minutes. Then come back to RingIgnite and press Check again — your keys stay the same.
Most people are making their first call within 5 minutes of signing up. Create an account, follow the connection wizard, pick a number, and you're live.
No. Any computer, tablet or phone with an internet connection and a microphone works. Your device's built-in mic and speakers are fine; a headset just makes long calls more comfortable.
It is the first page after you sign in — your workspace at a glance. Pick a period (Today, 7 days, 30 days or your own dates) and four cards count your calls, messages, missed calls and new contacts, with the change from the previous period; tap a card to open that page. On a computer, the Activity chart shows your calls and texts day by day, and Call breakdown splits your calls into outgoing, answered and missed, with your answer rate, busiest day and top contact. Recent Activity lists your latest calls and texts, with who it was and which of your lines it used.See how it works
Yes. Moving a number between providers is called "porting", and you start it inside your own Twilio account (Twilio handles the paperwork with your old carrier — it usually takes a few business days and your number keeps working the whole time). Once it lands in your Twilio account it appears in RingIgnite like any other number. One thing we handle for you: numbers that arrive from another platform sometimes still carry hidden settings from that old provider, which silently send your calls back to them. RingIgnite clears those when you add the number, then re-checks with Twilio that calls really do reach you — and tells you plainly if they don't.
Yes. There's a "Continue with Google" button on the sign-in page, or you can use an email address and password. You can also reset a forgotten password from that same screen.
Calls need very little — roughly 100 kbps up and down per call, which any normal broadband, office Wi‑Fi or 4G connection comfortably exceeds. A wired or strong Wi‑Fi connection gives the most stable audio. If your connection drops during a call, the call ends like any dropped mobile call; the caller can ring straight back, and the call still appears in your history. If your device drops off entirely, incoming calls follow whatever you've set for "nobody answered" — forwarding to your mobile, or voicemail.
Your Account
4 questionsOn the sign-in page, click "Forgot password?" next to Password, type your email and press "Send reset link". We email you a "Reset password" button: it opens a page where you choose a new password (at least 6 characters), then takes you straight to your dashboard. For your security the link expires soon, so use it right away. Nothing arrived? Check your spam or junk folder, or email support@ringignite.com.
The "Check your email" screen you see after signing up has a "Resend confirmation email" button. Check your spam or junk folder, give it a minute (email can be slightly delayed), and make sure the address is spelled correctly. When you click "Confirm email" in the email, your account is activated and your 14-day free trial starts. If you sign up with Google instead, there is no email to confirm.
Your password, yes: click your name or picture, choose "Profile & Password", and use "Change Password" (at least 6 characters). Your email address can't be changed in the app. If you need a different one, email support@ringignite.com.
Email support@ringignite.com or use the form on our Contact page. We usually reply within one business day, often much faster. Already a customer? Open Help in the app and use "Contact support": you get a ticket number by email, and you can attach a screenshot (up to 10MB).
Billing
15 questionsNo. The 14-day free trial is the Business plan with every feature, and no card is asked: not at sign-up and not to buy a phone number (Twilio bills numbers to you directly). Add a card on the Billing page whenever you're ready. You won't be charged until your free trial ends, and you can cancel any time before then.
Yes. The account owner opens Billing and clicks "Change plan" to pick Solo or Business, monthly or annual. The free trial is on Business; Solo can be chosen after the trial. Upgrades apply today and you pay only the difference. Downgrades start at your next renewal — until then you keep everything, including your team. When Solo starts, teammates are removed (their history stays with you) and scheduled texts are cancelled. You can cancel a scheduled change on the Billing page.
Your 14-day free trial of the Business plan starts automatically when your account is activated (when you confirm your email, or straight away if you sign up with Google) — no credit card (not even to buy a phone number, which Twilio bills to you directly), no button to press, every feature unlocked. After that, Solo is $5/month (or $48/year) for one person, and Business is $9.99 per user/month (or $99/user/year) with team features like shared inboxes, IVR and unlimited seats. Larger teams that need SSO/SAML, custom integrations or a dedicated manager can talk to us about Enterprise. Twilio bills your call/text/number usage separately at their standard carrier rates — we never mark it up.
The trial runs exactly 14 days from the moment your account is activated (when you confirm your email, or at sign-up with Google), and it is a Business trial — every feature is open the whole time. If you've added a card, Business starts on day 14 — you're never charged before the trial ends. Solo can be chosen after the trial. If not, calling and texting pause until you choose a plan; nothing is charged, and your numbers, contacts and history are all kept safe on your account.
No — the free trial is per business, not per email address. Our system recognizes a business by its Twilio account and phone numbers, so a fresh email with the same phone setup won't restart the clock. If your trial ended and you need more time to evaluate, contact us — we'd rather talk than lose you.
Nothing dramatic. Your service keeps working for a 7-day grace period while your card retries. We email you a reminder around day 3, and if the payment still hasn't gone through by day 7, the account pauses (with a final email) until you update your card on the Billing page. Your data is never deleted over a failed payment.
Open Billing on the website (ringignite.com/billing, on a computer or your phone's browser) and, under Payment method, press "Update card". Stripe's secure billing page opens: press "Add payment method", type your new card, keep "Use as default payment method" ticked and press "Add". Your new card is saved — nothing else changes.
That is your bank's extra security check — common with Indian cards, and it doesn't mean anything is wrong with your card. Open Billing on the website: a note at the top says "Approve your payment". Press "Approve payment", then on Stripe's secure page press "Confirm payment" and confirm it with your bank (for example with an OTP). If your plan is active it stays on meanwhile, and the note goes away by itself once the payment is approved.
Open Billing on the website and press "Restart Business — Monthly" (or "Annual"), type your card on Stripe's secure checkout and press "Subscribe". Calling and texting switch back on by themselves within a minute. Just you? Press "Prefer a different plan? Choose here." and pick Solo ($5 a month) — Solo is for one person, so remove any teammates on the Team page first. Your numbers, contacts and history stay safe on your account while the plan is paused.
None. No contracts, no setup fees, no cancellation fees, no per-feature charges. Cancel any time — you keep access until the end of the period you have already paid for.
Charges from your RingIgnite subscription will show on your bank or card statement as "Same Edge Inc" — the parent company that develops RingIgnite. Twilio (which bills your phone-number and call/SMS usage separately) will appear as its own line item from Twilio.
Because you get a full 14-day free trial with every feature unlocked before you pay a cent, we don't generally offer refunds on subscription charges — you can evaluate everything risk-free first, and cancel any time to stop future charges. If something went wrong with a charge, contact support and we'll make it right.
By itself, the moment your subscription becomes active — there's nothing to dismiss and no setting to change. Note it does not vanish the instant you add a card: you're still on the trial until it ends, so the banner simply turns into a calm note saying your plan is set and you won't be charged until then. Once the trial converts and the first payment goes through, it disappears completely. It only ever comes back if something needs you, like a failed payment.
Twilio is the carrier — it bills you directly, at cost, for your phone numbers and for the minutes and messages you actually use. RingIgnite is the software on top: the apps, the shared team inbox, call routing and phone menus, voicemail, recordings, notifications, contacts, analytics and support. We never add a markup to your call or message rates, which is why your usage costs stay visible and yours.
The Admin sees the Twilio balance in Settings → Connected Account (it refreshes with the arrow). It matters because Twilio bills your calls, texts and numbers directly — when it reaches zero, calls and texts stop — so RingIgnite also sends the Admin an alert and an email once a day while it is under $5. If your number is on a Twilio subaccount, the card says "Uses your main Twilio account's balance" instead of an amount: Twilio keeps one balance on your main account, pays for the subaccount from it, and doesn't let a subaccount see it. Nothing is wrong — check or top up the balance in your main Twilio account at console.twilio.com (Billing).
Calling & Texting
26 questionsYes, both — on any device with an internet connection. Outbound calls use a full dial pad with mute, keypad and hang-up controls, and incoming calls ring with a popup anywhere in the app. To answer a call, RingIgnite must be open — on a computer keep its tab open, on a phone keep the app open on screen. Turn on notifications and RingIgnite also alerts you to incoming calls, missed calls, texts and voicemails when it isn't on screen; a call that reached you while the app was closed or asleep shows as a missed call you can return.See how it works
Open Messaging (Texts on a phone) and press New. Type their number — in the US and Canada 10 digits are enough; otherwise start with + and the country code — or pick a saved contact with the book icon. Write your message and press Send, or just press Enter. To reply, open the chat and type: the reply goes out from the number the person texted. Under each text you send you'll see Sent, then Delivered — or a red line saying why it couldn't be delivered (some networks never confirm delivery, so a text can stay at Sent). On the Business plan you can also save templates and send a text later.See how it works
Open Contacts (a tab in the bottom bar on a phone) and press Add Contact. Only the phone number is needed; you can also add a name, email, company, photo, tags and notes. If that number is already saved, RingIgnite tells you instead of saving it twice. Choose "Whole team" to share it with everyone, or "Only me" to keep it private — not even the Admin can see it. To bring in a list, press Import and choose or drop a CSV file (up to 5MB); "Download sample CSV" shows the columns, and numbers you already have are updated, not added twice. Export saves your list as a CSV file. Search by name, number or email, or tap a tag to filter. A caller you haven't saved yet? Open the call in Recent Calls and press "Add to contacts" — the number is filled in for you.See how it works
Yes. Calls: the dial pad shows which of your numbers the call goes out from — if you have more than one, pick it there, and that choice is remembered on that device. Texts: a reply always goes out from the number the person texted; when you start a new text, "Send from" lets you pick. The account owner can use any workspace number except a teammate's private direct line; a teammate can use only the numbers assigned to them.See how it works
Yes. Open any record in your call history and tap "Block caller" — that number can no longer call or text any of your numbers (their calls are rejected and their texts are dropped, with nothing stored). Anyone on the team can block, and anyone on the team can unblock — from the same place, or from the "Blocked callers" list at the top of Contacts. Blocked numbers are marked "Blocked" wherever they appear.
Usage is billed by Twilio directly at their standard rates — roughly a cent per minute for US calls and under a cent per SMS. RingIgnite never adds a markup on your usage.
Yes. You can text multiple contacts at once, save reusable message templates, and schedule messages to send automatically at a future date and time.See how it works
Open Bulk SMS. Right after a send, the top of the page shows its delivery report — click "Refresh" for the latest, or hide it (it stays in Delivery reports and comes back with the next bulk send). The "Delivery reports" tab lists every send, newest first: pick the last 7, 30 or 90 days or all time, show only sends with problems, or search by name or number. "Details" lists each person, problems first, with the reason in plain English. "Sent — awaiting confirmation" means the phone network accepted the text; some networks (often outside the US) never confirm delivery. Download a CSV of one send or of every send shown (times in your local time). The account owner sees every send; a teammate sees their own sends, plus sends from the lines they are on if they may "See all team calls & texts".See how it works
Yes, on the Business plan. Start a group call from the Conference page, or press Add during any call to bring in a teammate by name or an outside number — great for looping in a teammate mid-conversation. You can mute yourself and put anyone on hold, and the host can remove one person (handy when a number you added reaches voicemail); when the host leaves, the call ends for everyone.See how it works
The caller hears your voicemail greeting (text-to-speech or your own recorded audio) and can leave a message. You'll see the missed call in your history and can get an email for every missed call and every new voicemail, with a button to listen in RingIgnite.See how it works
Yes. In Settings → Call forwarding choose "Forward when I don't answer" (the app rings about 20 seconds first) or "Always forward" (calls skip the app), and type the number with its country code. That's the default for all your lines — to change just one line, open Numbers → Set up → "Forwarding for this number"; the line's own choice always wins. The forwarded phone hears which line the call is for and who's calling, and presses any key to take it; it shows the caller's own number. If nobody takes it, the caller can leave a voicemail in RingIgnite. Twilio charges the forwarded part of a call by the minute.See how it works
Yes (Business plan). Set open/closed times per day in your timezone, and choose what after-hours callers get — straight to voicemail, or forwarded to an on-call number. Outside your hours, callers are handled automatically.See how it works
Yes (Business plan). Build a phone menu where each key rings a specific teammate, rings your whole team, forwards to a number, or goes to voicemail. The greeting can be written for you automatically from your menu labels, typed as your own words read aloud, or your own recording uploaded as an MP3 or WAV.See how it works
To answer calls, yes — RingIgnite must be open: on a computer keep its tab open, on a phone keep the app open on screen. A phone app that is closed or asleep can't ring. With notifications on (install RingIgnite as an app — Add to Home Screen on iPhone, Install on Android and desktop — and allow notifications) you're alerted to incoming calls, missed calls, texts and voicemails even when the app is closed, and a call you couldn't take shows as a missed call to return. If you want calls to reach you when you're away from the app, set up call forwarding to your mobile.
Call recording is ON by default, and recordings are stored against your account so you and anyone with permission to see that line can play them back. You can switch it off at any time in Settings → Voicemail & Recording. Voicemail messages are always recorded — that's the point of voicemail — and are separate from call recording.See how it works
Very likely yes, and the rules depend on where you and the person you're calling are. Some places require only one person on the call to know; others require everyone to agree first. Because recording is on by default, please check what applies to you before you rely on it, add a spoken notice to your greeting if you need one, and turn recording off in Settings if you'd rather not record. We can't give legal advice — this one is genuinely worth two minutes with someone who can.
Not today. Voicemails arrive as audio you play in the app (the notification email has a button that opens it), and you can see who called and how long the message is. Written transcripts aren't available yet.
Yes, and it's set per number. In Settings → "Who rings on an incoming call", each of your numbers has its own choice: "Only me" makes it a private line that teammates never ring on, and "Me and my team" makes it a team line where the first person to answer takes the call. It saves right away. Only the account owner can make a line private or change a private line; managers can change team lines. To pick exactly who is on a line, open Numbers → Set up and tick the people who should ring, or choose "Direct line" to give it to one person. A team line can also ring people one after another instead of all at once — that's the "Shared line ringing" section just below it.See how it works
Yes. In Settings → "Shared line ringing" choose "Ring in order" for a team line ("Ring everyone" rings them all at once). One person rings at a time, from the top of the list: about 23 seconds each with 2 people, 17 with 3, and 15 with 4 or more. Set the order in Numbers → Set up → "Ring in order" with the up and down arrows, then Save. If nobody answers, the call goes to the line's forwarding or voicemail. The owner and managers can change it.See how it works
Yes. On the Call Routing page you pick a line first, then choose whether it plays its own menu ("Press 1 for sales…"), shares one menu with your other lines, or has no menu at all and simply rings. A sales line and a support line can greet callers completely differently.See how it works
No — and that's deliberate. On a shared line everyone's device rings together, and the moment one person answers, everyone else stops ringing. The call history then records who actually took it, so you can see who handled what.See how it works
Yes, wherever Twilio supports messaging to that country from your number. Twilio bills you directly at their per-message rate for the destination, with no markup from us. A few countries restrict business texting from foreign numbers, so if messages to a particular country don't deliver, that restriction is usually the reason.See how it works
Yes — US mobile carriers require every business to register before texts from a standard US number will be delivered, and this applies to everyone who sends business texts, not just to RingIgnite. It is a one-time form about your business (your name, address and what kind of messages you send), which you fill in right inside RingIgnite from the Messaging or Bulk SMS page; small businesses without a tax ID can register too. The US registry charges for it — a one-time brand fee (about $4.50 for a small business), a one-time campaign review fee (about $15), and a small monthly campaign fee (roughly $1.50–$10 depending on what you send) — all billed by Twilio to your own Twilio account, with nothing added by RingIgnite. Approval is usually quick, and once it is done your texting works normally with nothing further to do. It does not affect calls, and it does not affect texting outside the US.
US phone carriers ask businesses to register their texting — it's called A2P 10DLC, and it keeps your texts delivering. Open Messaging, pick a chat and press "Register for A2P 10DLC" under the message box. Only the Admin or a Manager can register; Agents are asked to check with them. With a tax ID (EIN), enter your business details exactly as they are registered, describe what you text customers about and how people agree to get your texts, add two example messages and links to your privacy policy and terms, then check the summary and press "Submit registration". No EIN? The fastest way is a free one from IRS.gov, in about ten minutes — or stay a sole proprietor: Twilio checks you with a short form and a texted code, and you register one number. The registry charges a small one-time and monthly fee, billed by Twilio to your Twilio account; your details go straight to Twilio. The review takes from minutes to a few business days, and we'll email you the decision. Once approved, pick the numbers that should send registered texts and press "Use these numbers". If it's turned down, you'll see why: fix the details in your Twilio Console under Trust Hub, then press "Retry" — Twilio allows 3 free retries.
Yes, two ways. The quickest and roomiest: get a free EIN from the IRS — sole proprietors qualify, it takes about 10 minutes online and is issued immediately (you need a US Social Security number or ITIN) — then register in RingIgnite as a business with the type "Sole Proprietorship". That gives you every number you own and no daily cap. Or stay a sole proprietor (US and Canada only): the registry verifies you personally rather than a company, and Twilio only does that in its own Console — a two-minute form and a texted code — after which everything else is done in RingIgnite. A sole-proprietor registration allows one phone number and about 3,000 texts a day.
Yes — a registered business anywhere can register, and you do not need a US EIN. In the registration form choose "Registered where?" and enter your own country's company or tax number (for example a Canadian Business Number, a UK company number, an Australian ACN or an Indian CIN). The fees are the same and are billed by Twilio to your Twilio account. The one case with no route is an individual outside the US or Canada with no registered business at all: the sole proprietor route is US/Canada only, and the IRS's instant online EIN needs a US Social Security number or ITIN.
Phone Numbers
9 questionsTwo ways: bring the Twilio numbers you already own (recommended if you have Twilio — everything shows up automatically), OR search and buy a new number right inside the app — local, mobile or toll-free, across 100+ countries. Either way, the number costs Twilio's real price (typically $1–2/month, billed by Twilio directly to you) with no markup from us.
Certain countries (like the UK and much of Europe) legally require a one-time identity or address check before a number can be issued — so you may be asked to upload a passport or utility bill. Your document is sent straight from your browser to the telecom carrier that runs the check; it is never stored on RingIgnite's servers — there is no copy on our side to keep or leak. We'll email you when the check is in review, and again when it's approved or needs another look; once approved, that country's numbers become buyable in one click.
Often, yes. The rules come from each country's regulator, and they are set per number, not per country: some numbers can only be registered to an address inside that country, while others accept a business address anywhere in the world. RingIgnite shows this on every number when you search — "needs an address in the UK" or "any address in the world" — and there is a switch to show only the numbers you can register from abroad. For those, you complete the check with your own company's registration number and your own address proof. As an example, in the UK many local numbers and all toll-free numbers accept a business anywhere.
Yes. Own as many numbers as you like, label them, switch which one is active for outbound calls, and receive calls and texts on all of them.
Yes — this is a big advantage of our approach. Your numbers live on YOUR Twilio account, not ours. If you ever leave, your numbers, call history on Twilio, and billing relationship go with you.
That name comes from the receiving phone's carrier, not from RingIgnite. When a business number hasn't registered a caller name, US carriers show the town the number block is registered to — every area code maps to a place. To show your business name instead, register a caller ID name (called CNAM) right inside RingIgnite: go to the Numbers page, open "Show your business name when you call", type your name (up to 15 characters) and choose which numbers should use it. It's free, and the US phone registry approves it in a few days. It shows on US landlines and many mobiles.
Yes — it's called a caller ID name (CNAM). On the Numbers page, only the account owner sees "Show your business name when you call": type your name (up to 15 characters), tick the numbers it should apply to, and submit. It's free and the US phone registry usually approves it within a few days, after which US landlines and many mobiles display your name on outgoing calls.
It means we checked your number directly with Twilio and found that incoming calls aren't currently pointed at RingIgnite, so callers wouldn't reach you. This usually happens when a number has just been moved from another platform that left its own settings behind. The Numbers page shows the reason in plain language and a Fix button that repairs it for you. We only ever check and report on a schedule — we never change your Twilio settings behind your back. If you've deliberately pointed a number somewhere else, we leave it alone.
They stay yours. Your numbers live on your own Twilio account, so cancelling RingIgnite stops our software subscription and nothing else — the numbers, and Twilio's billing for them, continue exactly as before. You can point them at another platform whenever you like without asking us for anything.
Team
9 questionsOpen the Team page and click "Invite User". Type their email address and pick a role — Agent or Manager (for an Agent, also choose what they can do). Click "Send Invitation" and we email them a link; they sign up with that same email address. An invite lasts 72 hours, and "Resend" starts a fresh one. Pending invites cost nothing — a seat is billed only once they join. Only the account owner (Admin) can invite or remove teammates. Teammates are part of the Business plan; a free trial without a card holds you plus two teammates.
Yes. Invite teammates from the Team page and they can call and text on your business line, with all conversations in a shared inbox — like a small call center, on any device. When a customer calls your shared line, everyone on it rings and whoever answers first takes the call.
Admin is the account owner — exactly one person, with access to everything including billing. A Manager runs the phone system day to day: call routing, settings, and which teammate answers which shared line — but they can't invite or remove teammates, buy or remove numbers, or see or change billing and your payment card. An Agent makes and receives calls and texts on the numbers you assign them, within the permissions you set. You choose Manager or Agent when you invite someone, and can change it anytime.
Yes. For each agent you can toggle calling and texting on or off, choose whether they see the whole team's inbox or only their own conversations, set contact access to full, view-only, or personal-only, and choose whether they ring on incoming calls. You can also mark individual contacts as private so only you see them.
Every teammate has a "Your numbers" card on their Numbers page (in their menu) showing exactly which numbers they're on — labeled "Shared team line" or "Your direct line" — and which one their calls and texts go out from. If they need their own number, they can send a request from that same card and the Admin approves it on the Team page — by assigning a number they already own, or buying a new one for them.
Yes. On the Team page, open the menu next to an active teammate and choose "Make Admin (transfer ownership)". This sends them a request: nothing changes until they accept it (it expires after 7 days). Once they accept, they become the Admin — numbers, team, settings and billing all move to them — and you stay on as a Manager. Useful when the person who set the account up leaves the company.
Open Analytics (Business plan, including the free trial; the owner and managers can see it). Pick 7, 30 or 90 days, or your own dates within the last year. At the top you get calls and texts, talk time, answer rate and your busiest hour, and "What this tells you" puts them into plain words. Each teammate has a card — click one to focus the whole page on them, and "Whole team" takes you back. Below: volume over time, how calls split, what happened to the texts you sent (delivery rate), your busiest days and hours, each line's calls and texts, and missed calls to call back. Only the owner sees Twilio spend — what Twilio charged your account, by channel, from Twilio's own usage report (it can run a few hours behind). "Export CSV" downloads the whole report.See how it works
On the Business plan you pay per person. Adding a brand-new teammate adds a seat, billed immediately and prorated for the rest of your billing period. Removing someone keeps their paid seat on your account until renewal — a replacement teammate fills it at no extra cost — and from your next renewal you're billed only for the people you actually have. The Solo plan is for one person. Booked a switch to Solo? A teammate added before the switch is billed as a Business seat until then; Solo is always one seat. You can see exactly how many seats you're paying for on the Billing page.
Their history stays with the business — when you remove someone, the calls, texts, recordings and contacts they handled are reassigned to the account owner rather than deleted, so nothing disappears from your records. The one exception is contacts they marked Private: those stay private and are permanently deleted, never shared. They immediately lose access to the workspace, and their paid seat stays available for a replacement until your renewal, after which it drops off your bill. The same happens to every teammate when an account moves to Solo.
Security & Privacy
10 questionsYes. Every account's data is isolated with database-level security rules. Your Twilio Auth Token is encrypted at rest with modern cryptography (pgcrypto AES) and is never visible to other users, never displayed in the UI, and only readable by our secure backend when it needs to route a call or send a text. All traffic is encrypted in transit (HTTPS + HSTS). If you ever want to disconnect, you can revoke the token in your Twilio Console — it becomes useless to us instantly.
No. Data is private to your workspace. Only teammates YOU invite can see shared conversations, and only within the permissions you grant them.
Yes. Every contact is shared with your team by default, but you can mark a contact you add "Only me" when creating it, flip it later from its menu ("Make private" — only the person who added a contact can change who sees it), or set a Private column to Yes in a CSV import. A private contact is visible only to the person who created it — not to Managers, and not even to the Admin. The rule is enforced in the database itself, so it can't be bypassed.See how it works
Anytime, in three clicks: log in, open Profile → Danger zone → Delete account, and confirm. Deletion is immediate and permanent — your profile, contacts, messages, call history, recordings, voicemails and settings are all erased and cannot be recovered. Your Twilio account and phone numbers are untouched, since they belong to you. You can also email support@ringignite.com and we will delete your account for you. Full details are in our Privacy Policy (linked in the footer).
Both are linked in the footer of every page on this site. The Privacy Policy explains exactly what we store, who processes it, and how account deletion works. The Terms of Service cover acceptable use, costs, and your rights — including that you can delete your account at any time.
While your account is active, your calls, texts, voicemails and contacts are kept for you. If an account stays paused/unpaid, we email a warning at about 11 months and delete call/text/voicemail records at 12 months (your account itself and contacts remain). You can also delete your whole account any time from Profile → Danger zone.
No. Your calls, texts, recordings and contacts are yours; we don't read or listen to them, and we don't sell or share them. Staff access would only ever happen if you asked us for help with a specific problem and agreed to it. Your Twilio credentials are stored encrypted and are never shown back to you, sent to your browser, or included in anything we send.
Not yet — it's on the list. Today you can sign in with Google, which lets you rely on the two-factor protection already on your Google account, and that's the strongest option available in RingIgnite right now. Signing in with an email and password does not yet have a second step.
It's an audit trail for the account owner (Business plan) showing who changed what — settings, phone numbers, teammates and their permissions — with the before and after values and who made the change. Nobody can edit or delete entries, including us, and sensitive identifiers are hidden. Entries are kept for 90 days and then removed automatically.
Yes. Contacts export to a CSV file from the Contacts page, and your call and message statistics export to CSV from Analytics. Your call and text history stays visible and exportable in the app, and because your numbers sit on your own Twilio account, Twilio keeps its own independent record of every call and message too.
Your Devices & Alerts
5 questionsYes. Open RingIgnite in your browser and choose "Install app" (on Android/desktop Chrome or Edge) or "Add to Home Screen" (on iPhone Safari). It then runs full-screen like a native app, with its own icon — and can send you push notifications.
Yes — turn on notifications (Settings, or the prompt when you sign in) and RingIgnite alerts you to incoming calls, new texts, new voicemails, billing reminders and more, even when the app is in the background. You choose which kinds of alerts you get (missed calls, texts, voicemails and more) — that choice applies to all your devices — and you can switch alerts off completely on any one device.
No. RingIgnite is not a replacement for a traditional phone line and cannot reach 911, 112, 100 or other emergency services. Always keep a separate, reliable way to call for help.
Start in Settings → Notifications and press "Test a ringing-call alert" — it sends a real alert and tells you whether your browser displayed it, which separates "not sent" from "not shown". If nothing appears: check the app has permission to send notifications; on a Mac, open System Settings → Notifications → your browser and set the style to "Alerts" rather than "Banners" (Banners vanish after a few seconds); on Windows, check the notification setting for your browser in Windows Settings; and on a phone, install RingIgnite to the home screen first, since browsers only deliver notifications reliably to an installed app.
A browser can only hold one notification address, so if two people sign in to RingIgnite on the same computer, the most recent sign-in takes over the notifications for that browser. That's deliberate — otherwise one machine would ring for everyone who had ever used it. Use separate browser profiles, or separate devices, if two people need alerts on the same computer.