Support

Can I download Twig videos?

No, we currently do not offer a download option due to licensing and IPR restrictions on the video content. Videos always have to be streamed directly from the Twig website. If you have a slow Internet connection, you can alter the video player settings on your user settings page to make the streaming process easier.

Can I view Twig videos when firewalls and anti-virus software are in place?

In principle, yes you can. However many schools use web filtering services to block access to certain websites (e.g. YouTube and Facebook). These web filtering services may block access to the Twig website. If this is the case, the following URLs need to be added to your allowed list of sites:

• *.twig-world.com
• *.cloudfront.net
• *.amazonaws.com

You may want to contact your IT Manager if you think the Twig website is being blocked.

Can I access Twig anywhere, anytime?

If you have an individual Twig account, or you use a URL link for authentication, you can access Twig anywhere, anytime. However, if your account uses school IP address for authentication, you will be restricted to certain devices within your school and you will not be able to access the website anywhere else.

Are there any usage restrictions?

Accounts are personal and as such cannot be shared unless you are a home user. Otherwise there are no usage restrictions.

What file format are the subscription videos encoded in?

• MP4 (H.264) for Flash, Chrome, Internet Explorer and Safari browsers and Android iPad and iPhone devices
• WebM (VP8) for Opera, Chrome and Firefox browsers

I have a question about a specific video, who do I contact?

For any questions about a specific video, please email us with details.

How do I find the Twig films?

There are three ways to navigate to the Twig films:

• Mind map view - choose Mind map from the Videos drop down menu at the top of your screen to find videos based on the modular navigation.
• Search function - use the Search box at the top of the home page screen to find videos based on a keyword search.
• Standards view - choose Standards from the Videos drop down menu at the top of your screen to find videos based on the relevant curriculum point.

How often are there new videos on Twig?

Twig is regularly adding exciting new content to the website. Check out the Twig blog and Twitter pages for news of special releases and content updates.

I am having problems with video playback, what can I do to fix it?

There are a few different changes you can make to alter the way videos are streamed to your school.

In your user settings page you can alter the bitrate that the site will use when streaming your videos. With these altered and tested, the issue with video playback will usually be resolved.

If any playback problem persists, contact our support team on with details of the issue and we will attempt to resolve the problem remotely.