Question 1

What is RingIgnite?

Accepted Answer

RingIgnite 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.

Question 2

Do I need a Twilio account?

Accepted Answer

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.

Question 3

I already have Twilio and phone numbers. Will my existing numbers work?

Accepted Answer

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.

Question 4

What if I'm brand new to Twilio?

Accepted Answer

On the onboarding page, choose "I'm new to Twilio" — you'll be redirected to Twilio to sign up, and once you're in, Twilio hands you back to us and we help you buy your first phone number in about a minute. Twilio charges you directly at their standard rates (typically $1–2/month per number) — RingIgnite never marks that up.

Question 5

How long does setup take?

Accepted Answer

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.

Question 6

Do I need any special equipment?

Accepted Answer

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.

Question 7

Can I make and receive calls on my computer or phone?

Accepted Answer

Yes, both — on any device with an internet connection. Outbound calls use a full dial pad with mute and hang-up controls, and incoming calls ring with a popup anywhere in the app. Turn on notifications and RingIgnite alerts you to incoming calls, texts and voicemails even when the app is in the background — open it to take the call.

Question 8

Can I choose which of my numbers a call or text goes out from?

Accepted Answer

Yes. Above the dial pad and the message box there's a "From" selector — pick any of your numbers before you call or text. The account owner can send from any workspace number; a teammate can use only the numbers assigned to them. Your choice is remembered for next time.

Question 9

Can I block a spam or nuisance caller?

Accepted Answer

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; only the account owner or a manager can unblock, from the same place.

Question 10

What do calls to the US cost?

Accepted Answer

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.

Question 11

Can I send bulk or scheduled messages?

Accepted Answer

Yes. You can text multiple contacts at once, save reusable message templates, and schedule messages to send automatically at a future date and time.

Question 12

Does it support conference calls?

Accepted Answer

Yes. Start a group call from the Conference page, or add another person to an ongoing call with one tap — great for looping in a teammate mid-conversation.

Question 13

What happens when I miss a call?

Accepted Answer

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 both missed-call alerts and voicemail recordings delivered to your email.

Question 14

Can I forward calls to my cell or another number?

Accepted Answer

Yes. Per number, you can forward calls when you don't answer (after about 25 seconds) or always forward — to any number in full international format. The original caller ID is preserved, and voicemail still catches anything that goes unanswered.

Question 15

Can I set business hours and after-hours handling?

Accepted Answer

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.

Question 16

Does it have a phone menu / auto-attendant ("Press 1 for sales")?

Accepted Answer

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, recorded in your own voice, or uploaded as audio.

Question 17

How do I get a phone number?

Accepted Answer

Two 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.

Question 18

Some countries ask me to verify my identity to buy a number. What happens to my documents?

Accepted Answer

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.

Question 19

Can I have multiple numbers?

Accepted Answer

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.

Question 20

Do I keep my number if I stop using RingIgnite?

Accepted Answer

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.

Question 21

Why do people see a city name (like "Marietta NY") when I call them?

Accepted Answer

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.

Question 22

Can I show my business name instead of a number when I call people?

Accepted Answer

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.

Question 23

Can my team share one number?

Accepted Answer

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.

Question 24

What's the difference between Admin, Manager and Agent?

Accepted Answer

Admin is the account owner — exactly one person, with access to everything including billing. A Manager runs the team day to day: invite teammates, buy and assign numbers, change call routing and settings — but they can never see or change billing or 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.

Question 25

Can I control what teammates see and do?

Accepted Answer

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.

Question 26

How do teammates know which number they're calling from?

Accepted Answer

Every teammate has a "Your numbers" card on their Dashboard 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 or a Manager approves and assigns one from the Team page.

Question 27

Can I hand the account over to someone else?

Accepted Answer

Yes. On the Team page, open the menu next to an active teammate and choose "Make Admin (transfer account)". 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.

Question 28

Is my data secure?

Accepted Answer

Yes. 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.

Question 29

Can other users see my contacts or calls?

Accepted Answer

No. Data is private to your workspace. Only teammates YOU invite can see shared conversations, and only within the permissions you grant them.

Question 30

Can I keep some contacts private from my team?

Accepted Answer

Yes. Every contact is shared with your team by default, but you can mark any contact "Only me" when creating it, flip it later from the contact's menu ("Make private"), 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.

Question 31

How do I delete my account and data?

Accepted Answer

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).

Question 32

Where can I read your Privacy Policy and Terms of Service?

Accepted Answer

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.

Question 33

How much does RingIgnite cost?

Accepted Answer

Your 14-day free trial of the Business plan starts automatically the moment you sign up — 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.

Question 34

What happens when my free trial ends?

Accepted Answer

The trial runs exactly 14 days from signup and it is a Business trial — every feature is open the whole time. If you've added a card, Business starts on day 14 (or Solo, if you chose it on the Billing page; the switch takes effect when the trial ends, not before) — you're never charged before the trial ends. 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.

Question 35

Can I get a second free trial with a new email?

Accepted Answer

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.

Question 36

What happens if my payment fails?

Accepted Answer

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.

Question 37

Are there any contracts or hidden fees?

Accepted Answer

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.

Question 38

How will RingIgnite appear on my bank statement?

Accepted Answer

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.

Question 39

Do you offer refunds?

Accepted Answer

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.

Question 40

Can I install RingIgnite as an app on my phone or desktop?

Accepted Answer

Yes. 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.

Question 41

Will I get notified of calls and texts when the app isn't open?

Accepted Answer

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 exactly which alerts you want per device.

Question 42

Can I use RingIgnite to call 911 or emergency services?

Accepted Answer

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.

Question 43

How long is my data kept, and what happens if I stop paying?

Accepted Answer

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.

Question 44

Can I bring my existing business number from another provider?

Accepted Answer

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.

Question 45

Can I sign in with Google?

Accepted Answer

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.

Question 46

What internet speed do I need, and what if my connection drops mid-call?

Accepted Answer

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.

Question 47

Do I have to keep the app open to receive calls and texts?

Accepted Answer

No — but you do need notifications switched on. Install RingIgnite as an app (Add to Home Screen on iPhone, Install on Android and desktop) and allow notifications, and your device will alert you to incoming calls, texts and voicemails even when the app is closed or in the background; you tap the notification to open it and take the call. If notifications are off, you'll only see activity while the app is actually open. If you want calls to reach you even when your device is off or offline, set up call forwarding to your mobile number as well.

Question 48

Are my calls recorded, and can I turn that off?

Accepted Answer

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.

Question 49

Do I need to tell people that calls are recorded?

Accepted Answer

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.

Question 50

Are voicemails transcribed into text?

Accepted Answer

Not today. Voicemails arrive as audio you can play in the app or straight from the notification email, and you can see who called and how long the message is. Written transcripts aren't available yet.

Question 51

Can one number ring only me while another rings the whole team?

Accepted Answer

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. 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.

Question 52

Can different numbers play different phone menus?

Accepted Answer

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.

Question 53

Can two people answer the same call at once?

Accepted Answer

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.

Question 54

Can I text people in other countries?

Accepted Answer

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.

Question 55

Do I need to register my business to send texts to US numbers?

Accepted Answer

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), and small businesses without a tax ID can register too. Registration is free, 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.

Question 56

My number says "Not receiving calls" — what does that mean?

Accepted Answer

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.

Question 57

What happens to my numbers if I cancel?

Accepted Answer

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.

Question 58

Does adding or removing a teammate change what I pay?

Accepted Answer

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. You can see exactly how many seats you're paying for on the Billing page.

Question 59

What happens to a teammate's calls and texts when they leave?

Accepted Answer

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.

Question 60

Do you read my messages or listen to my calls?

Accepted Answer

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.

Question 61

Is there two-factor authentication (2FA)?

Accepted Answer

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.

Question 62

What is the Activity Log, and how long do you keep it?

Accepted Answer

It's an audit trail for the account owner 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.

Question 63

Can I get my data out?

Accepted Answer

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.

Question 64

My notifications aren't showing up. How do I fix it?

Accepted Answer

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.

Frequently asked questions

Getting Started

Calling & Texting

Phone Numbers

Team

Security & Privacy

Billing

Your Devices & Alerts

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