In this article, you'll find how to set up Pinwheel Home, what features it includes, and the quickest fixes for common issues. If your phone is new or acting up, let's go through it.
Table of Contents
- How do I set up Pinwheel Home?
- What internet and power setup does Pinwheel Home need?
- What can I control from the Caregiver Portal?
- What calling features does Pinwheel Home include?
- Hardware Concerns
- How do phone numbers, plans, and multiple phones work?
- How do I troubleshoot setup problems?
- Will Pinwheel Home work internationally?
How do I set up Pinwheel Home?
To activate Pinwheel Home, you need the Pinwheel Caregiver Portal native app, a mobile phone, and the Pinwheel Home Adapter, labeled ATA. You also need to create a Pinwheel Home child first, since that child account holds the phone's contacts and schedules.
How to activate your device
- Open the Pinwheel Caregiver Portal native app.
- Create your Pinwheel Home child.
- Tap Activate.
- Follow the setup wizard.
What to expect during ATA setup
The ATA is the adapter that powers the phone and connects it to the internet. The handset and base do not contain the Wi-Fi connection.
- Put your mobile phone in Airplane Mode during setup.
- If the setup network shows No internet, that's expected.
- In the wizard, choose a nearby Wi-Fi network, enter the password, and connect.
Where can I set up another Home phone later?
The Setup Home Phone option stays available after setup if you want to add another ATA for the same child and number.
Go to Caregiver Portal > Settings > Device.
What internet and power setup does Pinwheel Home need?
Pinwheel Home needs the ATA, a power outlet, and internet. It does not have a battery and does not need charging.
- The handset and base connect to the ATA with the included RJ11 phone cord.
- The ATA plugs into a wall outlet and powers the phone.
- The ATA connects to the internet over Wi-Fi or ethernet.
- The ATA does not need to sit next to your router if you're using Wi-Fi.
I confirmed my password is correct, but it still won’t connect to my wi-fi?
We are working on WPA3 support but don’t support it yet. If your router has WPA3 support, please:
- Change your network to use WPA2 (not mixed mode)
- Create a guest network using WPA2 (not mixed mode)
If acceptable, you can set the adapter up via ethernet cable, connecting it directly to your router and by passing wifi.
Which Wi-Fi settings work?
Pinwheel Home connects to 2.4 GHz Wi-Fi only and supports WPA2 security.
These do not work:
- WPA3
- WPA2/WPA3 mixed mode
- 5 GHz only
If your router supports it, set up a second or guest network using WPA2 and 2.4 GHz.
Can I use ethernet instead of Wi-Fi?
Yes. Plug the ethernet cable into the WLAN port next to the USB port on the ATA.
- The ATA must stay near your router or ethernet port while using ethernet.
- Ethernet does not automatically configure Wi-Fi.
- To switch to Wi-Fi later, unplug ethernet and follow the Wi-Fi setup steps.
What can I control from the Caregiver Portal?
You can control who can call your child, who your child can call, and what hours calls are allowed. You can also view call history in the app.
- Manage approved contacts
- Set call schedules
- Use bed times so late night calls do not ring
If you're on a non-Unlimited membership, add contacts using the contact's 6 digit Circle Code instead of their phone number. You can find the Circle Code on the Contacts screen.
What calling features does Pinwheel Home include?
Pinwheel Home works like a traditional home phone, but calls go over the internet using VoIP, voice over internet protocol.
Voicemail
Voicemail is included and already set up with a default voice prompt.
- No setup required
- No voicemail PIN needed
- To check voicemail, dial *0 on the Pinwheel phone
- Voicemail is not accessible from other devices
Speed Dial
Both Classic and Spark support Speed Dial.
To set it up:
1. Open the Caregiver Portal.
2. Go to Contacts > Speed Dial.
3. Assign a contact to a number.
To use it:
1. Pick up the handset.
2. Press *.
3. Press the Speed Dial number.
4. Press # to dial immediately, or wait.
Important:
- After pressing *, the dial tone should stop.
- Enter the number, and # if using it, within 5 seconds.
For more on setup, see Pinwheel Home Speed Dial Guide.
What else is included?
- A paid plan can call any phone number.
- 3 way calling and group calling are not available at this time.
- Call forwarding to a cell phone is not available at this time.
- These first models do not include speakerphone.
- When connected to the internet, all Pinwheel Home phones can dial 911.
- If the internet is down, Pinwheel Home cannot place any calls, including emergency calls.
Hardware Concerns
What are the differences between Classic and Spark?
Both models support wall mounting, voicemail, and Speed Dial. The main differences are ringer controls, volume controls, and button behavior.
| Feature | Classic | Spark |
|---|---|---|
| Speed Dial | Yes | Yes |
| Wall mount | Yes | Yes |
| Dedicated programmable emergency style buttons | Yes | No |
| Speakerphone | No | No |
| Ringer settings | High, Low, Off | High, Low |
| Handset volume settings | 3 settings | 2 settings |
| Ringtone change | Yes | No |
| Mute | Yes, PROG/MUTE | No |
How do I change ringer, ringtone, or volume?
Classic
- Ringer Volume: lower left of keypad, Off / Low / High
- Handset Volume: left side of handset, Normal / Medium / Loud
- Mute: press PROG/MUTE
To change the ringtone on Classic:
1. Press PROG/MUTE.
2. Press #.
3. Choose one:
- 3 for Tone 1
- 6 for Tone 2, default
- 9 for Tone 3
- 0 for temporary silence
If you choose 0, lift the handset and return it to the base to turn the ringer back on.
Spark
- Ringer Volume: bell toggle on right side of handset, High / Low
- Handset Volume: megaphone toggle on left side of handset, High / Low
- Ringtone cannot be changed
- There is no mute option
- The ringer cannot be turned fully off except through bed time settings in the Caregiver Portal schedule
Should I use the extra hardware buttons?
No.
- On Classic, the red fire, blue badge, and green cross buttons are not used for Pinwheel Home speed dialing.
- On Spark, Flash has no functionality at this time.
- On Spark, Memo and Store are not used for Pinwheel Home speed dialing.
How do phone numbers, plans, and multiple phones work?
Pinwheel Home gets its own number. Number porting in is not supported at launch.
Area codes and number changes
- Pinwheel uses your billing address to try to assign an area code in your city.
- Not all area codes are available.
- Phone numbers cannot be changed within the first 14 days after activation.
Porting out later
- A paid plan includes a full 10 digit number that can be ported out to a cell phone later.
- The free plan does not include a full number and cannot be ported out.
Upgrading plans
- The upgrade option appears when you create the child account.
- If you skip it, go to the Contacts page and click Upgrade.
- The Change Plan button in Settings does not work yet.
- You can start on Pinwheel Circle and upgrade later.
- Creating a child account for Pinwheel Home on Circle is not available yet.
- On Friends & Family, the 5 external numbers are not permanent and can be changed at any time.
Can two phones share one number?
Yes.
- Create one child account.
- Plug in and configure the first ATA.
- Plug in the second ATA.
- With the same child, go to Settings > Device.
- Select Set up another Home phone.
- Follow the instructions.
Both phones will ring, and both can place calls. If one phone is already on a call, the other cannot listen in, but it can place a separate call.
How do I troubleshoot setup problems?
Most issues come down to Wi-Fi settings, connection stability, or phone controls.
Setup issues
If setup says connect to PWH-XXX when you're already connected:
1. Open Wi-Fi settings.
2. Turn Wi-Fi off, then back on.
3. Reconnect to PWH-XXX.
If the app won't continue after scanning the ATA QR code:
- Keep the Pinwheel app open.
- Do not switch apps.
- Do not close the app before it connects to the ATA.
If you get an incorrect Wi-Fi password error:
- Double check the password.
- Confirm the network is 2.4 GHz.
- Confirm the security type is WPA2.
- If needed, use a second or guest network set to WPA2 and 2.4 GHz.
- If you're unsure how to change router settings, contact your internet provider or router support team.
If the ATA does not light up:
1. Unplug the ATA.
2. Plug it back in.
3. Try a different outlet.
4. Reset the ATA by inserting a paperclip or toothpick into the hole labeled Reset on the front, then hold for 6 seconds until the light starts flashing red.
If you see Failed to set up your child's line on the Confirm your timezone page:
- Make sure the person doing setup is the primary Caregiver for the child account.
- If you're using a Wi-Fi mesh system, try connecting directly to the main Wi-Fi network.
Will Pinwheel Home work internationally?
Pinwheel Home is still limited by region right now.
| Region or feature | Status |
|---|---|
| UK | Being tested, no launch date yet |
| Canada | Not yet, expected soon |
| Singapore | Most likely not at this time |
| International calling | Planned, locations and pricing not determined yet |
If you continue to run into issues, contact Pinwheel Customer Care.
For further assistance, you may contact Pinwheel Customer Care. You can also call us at (888) 903-7977. We are available every day, from 7AM to 9PM Central time.