Support FAQ
Common operational questions for shipping, cloud access, and integration behavior.
Last Updated: 2026-02-26
Support FAQ
How long does shipping take?
Kits ship within 5-7 business days of order confirmation, subject to stock. Transit time varies by destination and carrier service level.
Do I need Twinise Cloud to use the Unreal plugin?
For live data from your fleet, yes. But the plugin ships three interchangeable transports — Live, Offline, and Replay — behind one interface, so a twin can be built, demonstrated, and tested with no cloud connection at all. A level authored against one transport runs against the others unchanged.
Can I send custom telemetry?
Yes. Payloads are free-form flat JSON — every top-level key becomes a metric channel. Keep metric names stable so history stays queryable.
Can I use my own sensors?
Yes, with custom integration. Twinise starter kits are pre-validated for faster deployment and predictable behavior.
What should I collect before opening a support case?
Provide:
device_id- UTC timestamp range
- firmware version
- sample payload
- Unreal/plugin versions (if runtime issue)