Frequently answered questions

Hopefully you'll find your answer here, if not contact us.

Our support team is avalable 24 hours a day, 7 days a week via email. If your event is a full service event, you'll also have access to 24/7 phone support through your dedicated account manager.

Still have questions? Let us know.

We do not limit the number of screens you can display it on and have tested it on hundreds of screens simultaneously, so please feel free to show it on as many screens as you desire.

Still have questions? Let us know.

No, but in practice it's often easier to use one computer per display. There are several solutions on the market which can take a single video feed from a computer and send it to multiple screens; you'll need to contact your venue's AV team to see which solutions they recommend and can support though. Because of the costs and ease to get it setup, it's often better to go with a one computer per screen model.

Still have questions? Let us know.

Your Tweetwall will not update during the outage, and as soon as it detects that there is an active connection again, it'll automatically fix itself and show all the Tweets that matched during the outage. Because we do all of the monitoring from our servers, no Tweets will be lost if your internet connection goes down.

Still have questions? Let us know.

You can customize any aspect of it, from simple style changes, all the way up to fully custom transitions and interactions. We include one hour of customization for free, per event day (so a 3 day event gets 3 hours of customization for free). We can provide an estimate prior to doing the work, and anything over the free hours would be billed in addition.

Still have questions? Let us know.

Yes, we support directly monitoring your primary hashtag on Instagram. To add it to your Tweetwall, after creating your Tweetwall click on the Instagram link in the left menu, then follow the steps to add it to your account and activate it.

If you do not add Instagram Direct to your account, we will still show photos from Instagram that have been Tweeted. We also support 37 other commonly used image and video hosting services and will show the image or thumbnails (for video) inline with the Tweet.

Still have questions? Let us know.

Not directly. Powerpoint uses a browser rendering engine that is too old to support modern web standards, and therefore cannot show the Tweetwall without heavy modifications.

However, you can use a product called LiveSlides, which has the ability to embed a webpage into your PowerPoint slides using their own browser rendering engine that supports modern web standards.

You can find out more about LiveSlides and get the Add-in here.

Still have questions? Let us know.

There are a few different reasons that you might get this response when a payment fails:

  • Some debit cards require a PIN to be entered. If you're trying to use one of these cards, you'll need to use another card to make the purchase.
  • Some cards have restrictions on cross-border usage. If the card was issued outside of the United States, this might be the problem. In this case, please contact your bank to see if you have this restriction and if they can remove it.
  • Some cards (often corporate cards or FSA cards) can only be used for certain business categories, like travel or healthcare. If you think this may be the case for you, please contact your employer to see if it can be removed, or if you can purchase it on a personal credit card and be reimbursed.

Still have questions? Let us know.

We recommend that you purchase your Tweetwall in advance, because when you do, you automatically get up to 72-hours for free prior to the event for testing and to ensure that your Tweetwall is not empty when it starts.

If you wait until the day of the event to purchase it, you will not get the free 72-hour pre-event window. Only the Tweets that occur after you purchase the Tweetwall will appear on the Tweetwall.

Still have questions? Let us know.

When you purchase a Tweetwall, you are only billed for the actual days of your event, you are not billed for the days leading up to the event and your Tweetwall does not go live instantly (unless you are already within 72-hours of your event).

If you're purchasing the Tweetwall in advance of your event, your Tweetwall will also include a free 72-hour pre-event monitoring window for testing and to ensure that your Tweetwall is not empty at the start of the event. If you purchase it more than 72-hours in advance, it'll go live 72 hours prior to your event starting, and continue until the event is scheduled to end. If you purchase it during that 72 hour window, it'll go live immediately after purchase and remain live until the event is scheduled to end.

Still have questions? Let us know.

There can be many reasons for your bank to decline a card. We never decline a card directly, it's always your bank that tells us if it was declined.

The most common reason for declined cards when funds are available is because your bank does not feel that it's typical of you to make a purchase like you are for Tweetwall, and that it may be fraudulent. To see exactly why the charge was declined, you should contact your bank and tell them that you were trying to make a purchase, but it's not going through. They will be able to look at your authorizations and tell you the exact reason it was declined. In most cases, they can then make it so that future charges do go through.

Still have questions? Let us know.

If you are on a PC, hit the F11 key on your keyboard. If you are on a Mac, hit Shift+Command+F simultaneously. This should work for most common browsers.

Instead of fussing with a browser, we highly recommend using one of our Tweetwall apps to display your Tweetwall if your platform is supported.

Still have questions? Let us know.

You can use any modern, standards-compliant browser to display your Tweetwall. We highly recommend Google Chrome, but have also tested it with Firefox, Safari and Internet Explorer. Additionally, we highly recommend using one of our Tweetwall apps to display your Tweetwall if your platform is supported, instead of a browser, since they'll take care of making sure your computer doesn't go to sleep, your mouse is hidden and that it's shown in full screen.

Still have questions? Let us know.

No, any common and recent web browser version should work fine. We highly recommend Google Chrome.

If you're ok with installing software, we highly recommend using one of our dedicated Tweetwall apps to display your Tweetwall if your platform is supported, since they'll take care of making sure your computer doesn't go to sleep, your mouse is hidden and that it's shown in full screen automatically.

Still have questions? Let us know.

No, Tweetwall uses HTML5, not the resource intensive and commonly unstable Adobe Flash.

Still have questions? Let us know.

Yes, you can, but we don't recommend it if using WiFi can be avoided. We recommend having your computer hard-wired, if at all possible, since it'd be much more reliable. If your event is smaller and you know the WiFi will hold up to the beating that attendees usually put on it, then you can use WiFi.

Still have questions? Let us know.

Yes! When creating your Tweetwall, just turn on the full moderation feature.

Still have questions? Let us know.

Yes, during the setup process on the same page that you setup the items that you want to monitor for, we provide the ability to create rules that will block Tweets that you do not desire from showing up. You can use our predefined filters, like our profanity filter, or provide your own list of words to block. You can also block specific users here.

Still have questions? Let us know.

We automatically determine the correct time zone based on the venue address that you provide when setting up the Tweetwall. If you do not provide a venue address, then we use whatever time zone that your computer is set to as a fall back.

When entering the dates and times of your event, use the same date and time that you would include on the ticket or invite—you don't need to manually adjust it, we do that automatically for you. For example, if your event is in Los Angeles and starts at 10am and ends at 5pm, but you are located in London, you would still enter the date and set the times 10am to 5pm. Additionally, please note, that we pad the monitoring on both the start and stop times so that even if your timezone was incorrect, your Tweetwall will never start late, or end early.

Still have questions? Let us know.

By default you can upload one logo, which will appear in the center of the Tweetwall. If you optionally pay to remove the Tweetwall.com logo from it, you can email support and we can upload a second logo for you free of charge. This second logo will appear on the right side of the header.

Still have questions? Let us know.

Yes, we support having your Tweets continuously cycle. To have the Tweets on your Tweetwall continuously cycle you'll need to enable it on the Content screen of the Tweetwall builder—by default it's turned off.

When you enable Tweet Cycling, two more options will appear below, "Cycle Delay Time" and "Cycle Tweet Limit."

The Cycle Delay Time option is the number of seconds each Tweet will be shown on screen before showing another Tweet. It defaults to 5 seconds, but can be changed to any amount of time (in seconds).

The Cycle Tweet Limit option determines the number of most recent Tweets that we'll continuously cycle. By default it's set to the 15 most recently sent Tweets, but can be changed to any number from 2 to 255.

Still have questions? Let us know.

Unfortunately, no, we cannot show Tweets from protected accounts on your Tweetwall. Since the user has chosen to not allow everyone to see their Tweets, we must respect their privacy and not show their Tweets on the Tweetwall.

If the protected account is yours, or you have control over the account, you may be able to unprotect the account for the duration of your event and then we will include them on the Tweetwall. After the event is over, you can then protect it again. Keep in mind that for the duration of the event, anyone would be able to see any of your previous Tweets though and so you should heavily consider if it's worth it.

Still have questions? Let us know.

We currently offer three different leaderboards and they are Engagement, Interactions and Followers.

The Engagement leaderboard would require people to get other people to reply to or retweet their Tweets that use your hashtag, and is the least susceptible to users gaming it because they can't directly manipulate it—for that reason, it's usually the one we recommend.

The Interactions leaderboard counts each time that a user sends a Tweet using your event's hashtag, and counts it as another vote on the leaderboard.

The final option that we offer is the Follower leaderboard, and this one just ranks people by the number of followers that they have, and for this reason unless your goal is to show off the most popular Twitter users—like celebrities—that are participating, it's not likely to be what you'd want to use for your event.

Still have questions? Let us know.

The reason that search is different from your Tweetwall is that we only pull in Tweets from the moment that you purchased the Tweetwall onward. We do this because we do not use Twitter search, we actually connect directly to Twitter the moment your Tweetwall is purchased and ask them to—from that point forward—stream every Tweet in real-time to us. This allows your Tweets to appear in real-time on your Tweetwall, whereas if we used Twitter search, there would be delays of up to 30 seconds.

If you purchase your Tweetwall in advance of your event, then your Tweetwall will go live 72-hours prior to the event starting, or immediately if you're already within that 72-hour window.

If there are Tweets that have been sent since you purchased your Tweetwall (and your Tweetwall is live), contact support in case there is something wrong.

Still have questions? Let us know.

Yes, feel free to share it on whatever medium you desire. We do not limit the locations or number of people that can view it. Who knows, it may even increase your event's engagement.

Still have questions? Let us know.

If you enabled moderation when setting up your Tweetwall, you'll see the option to moderate it from within the Tweetwall's settings page in your account. Next to a Tweet, just hit the Approve or Deny button, or for the highlighted Tweet, yu can also use your keyboard to approve or deny them by hitting the "A" or "D" keys, respectively.

Still have questions? Let us know.

The most common case for "missing Tweets" is that either you have accidentally configured a block word that's catching Tweets, or that you enabled the Retweet Filter, and it's preventing those from appearing. Another possibility is that the terms that you setup to monitor is setup incorrectly. If you think there should be Tweets on your Tweetwall, and they are not there, contact support. We can determine exactly why Tweets are missing and provide the appropriate solution to fix it.

Still have questions? Let us know.

Yes, when you purchase your Tweetwall prior to the start of your event, we automatically—and for free—provide you with a 72 hour window prior to your event where your Tweetwall is completely live and monitoring your hashtags.

To get this great benefit, all you have to do is not purchase your Tweetwall at the last minute. If you purchase it more than 72 hours before your event is scheduled to start, your Tweetwall will automatically activate itself 72 hours before the event starts and begin monitoring your terms. If you purchase it within the 72-hour window, then you'll only get the hours from when you purchased it, until the event is scheduled to start for free.

Outside of the free 72 hour window, you can see your Tweetwall with it's complete design, but using example Tweets by clicking on the edit icon (looks like a pencil) on your Tweetwall's Overview page, and then by clicking on Design in the left menu, and then finally by clicking on the Preview link in the top right.

Still have questions? Let us know.

To block/ban a user, log into your account and then click on the name of your Tweetwall. In the main section of the page, you'll see a section that says "Excluding" and when you hover over it, you'll see an edit link appear to the right of it; click on the edit link. After the Tweetwall builder shows, you'll see the "Excluding" section located on the right side of the page, just type the @username (with the @ symbol) that you no longer want to appear on your Tweetwall and then pick if you want to block all Tweets sent from the user to be blocked, or all Tweets mentioning them to be blocked (you may want to do both if you want to absolutely make sure they don't show up on the Tweetwall). Now click on "Save and Exit" at the bottom.

To remove a Tweet from your Tweetwall (like those sent from that user), see the following FAQ: How do I remove a Tweet from my Tweetwall?

Still have questions? Let us know.

To remove a Tweet that is currently appearing on your Tweetwall, after logging in and clicking on your Tweetwall name, click on "Tweets" in the left column. When the page loads, it'll be on your displayed queue already, so just scroll down to find the offending Tweet and then on the right side of the Tweet, click on the "Move" button and then select "Blocked Queue" and we'll remove it from all screens displaying your Tweetwall.

Removing a Tweet is instant if you are not using Tweet Cycling, so you do not need to go to all of the screens displaying your Tweetwall to refresh it, etc. If you are using Tweet Cycling, it may need to cycle through the current set of Tweet before it's removed, but it will not show more than once.

Still have questions? Let us know.

Yes, all Tweetwalls come with stats showing you the volume of Tweets shown, the reach of those Tweets (both unique and total), and the influencers via our Leaderboards.

Still have questions? Let us know.

Yes, all charts let you export the image in PNG, PDF and SVG. Leaderboards can be exported to CSV, which is excel compatible.

To export the charts:
Click on the options icon located to the right of the chart (it looks like three lines), then pick the formatting option you want to export to.

To export the leaderboards:
At the top of the Stats page, there is an export button (it looks like a cloud with an arrow), then click which leaderboard you want to export.

Still have questions? Let us know.

Yes, to export the Tweets from your event, go into your dashboard, then click on your event's name. On the left there is a link that says "Tweets", click on that and then in the top right corner, there is an export button. When clicked you'll have the options to export Tweets that were displayed, Tweets that were blocked, Tweets that were Stashed, Tweets still in Moderation, and all of them combined. They'll be exported in CSV format, which is Excel compatible.

Still have questions? Let us know.

The difference between Total Reach and Unique Reach is that Total Reach counts the followers of a person that sent a Tweet with your terms each and every time that a user Tweets, however Unique Reach only counts them once per day.

The example we like to use is that if I have 1,000 followers and send three Tweets, Total Reach would increase by 3,000, but Unique reach would only increase by 1,000. Some people refer also to Total Reach as impressions.

Still have questions? Let us know.

To get a copy of your invoice, log into your Tweetwall account, and then in the bottom left corner, click on "My Account," and then "Settings." On the Account tab (it's selected by default), click on Billing and then you'll see any invoices generated on your account at the bottom of the page.

Still have questions? Let us know.

To install the chrome app, go to the Tweetwall for Chrome page, and then click the "Available in the Chrome web store" image, and when prompted to add it to chrome, click on "Add." Once it's been installed, you'll see it in the installed apps in Chrome.

Anytime you want to launch a Tweetwall, just click on the icon and then search for your event.

To view a video of the process (Chrome OS, but similar for any operating system), view the video below.

Still have questions? Let us know.

Currently it does not support the Chromecast since the Chrome team has yet to make an API that we can embed into our app. It sounds a bit technical, yes we know, but rest assured that as soon as we can support the Chromecast, we will.

For now, if you want to use a Chromecast to display your Tweetwall, we recommend that you install the Google Cast Chrome Browser Extension and then navigate to your Tweetwall. From there you'll be able to cast the tab that your Tweetwall is in.

Still have questions? Let us know.

You do not have to do anything. The Tweetwall Chrome App will automatically prevent your computer's screen from going to sleep whenever you have a Tweetwall loaded (it will not prevent it if you're just on the search screen).

If you find that your computer does still go to sleep you can do one of the following:

Windows XP

  1. Right-click the desktop, and select Properties.
  2. Click the Screen Saver tab, and click the Power button near the bottom of the dialog box.
  3. Change the option next to "System Standby" to "Never" for "Plugged in" (since you should be running your Tweetwall on a computer plugged in). Click "Apply," "OK" and "OK" once again to close the Display Properties dialog box.
Windows 7
  1. Click "Start," and then select Control Panel.
  2. Click on Power Options
  3. Select High Performance under Additional Plans, and then click Change Plan Settings. Change all of the options to say Never.
  4. Click OK to save the changes
Mac OS X 10.7+
  1. Click the Apple menu, and select System Preferences.
  2. Click Energy Saver.
  3. Move the slider for Computer Sleep and the Display Sleep to Never.
  4. Close the window by clicking the red x in the top left corner.
Chrome OS
  1. On Chrome OS, you do not need to do anything. The Tweetwall Chrome App will prevent your computer from going to sleep automatically, as long as a Tweetwall is active on the screen.

Still have questions? Let us know.

Start building your Tweetwall

Creating a Tweetwall is quick and easy.

Get a free Full Service consultation

Just a little bit of info, and we'll get the process started.