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Troubleshooting Information Base

TROUBLESHOOTING: APP PAIRING & REGISTRATION

How to register your app account correctly

When registering a new app account, please make sure that you:

1. Enter a working email address (you'll need it in case of password recovery)

2. You manually enter the verification code, without spaces. This is case sensitive. If you have difficulties reading it, press the circular arrow to refresh the code.

3. Enter a password that contains 8 to 16 characters- no special characters.  Use letters and numbers only and at least one capital letter.

4. Agree to the Terms & Conditions

5. Set your account region to Asia & Oceania, regardless of your actual location


Where is the right code to register the watch?

On the watch, swipe across to the QR Code app and tap the RegCode for the registration code.
You must be using an activated SIM card, inserted correctly, and with the watch rebooted after installing the SIM.
When the watch restarts, swipe down on the watch screen and confirm you should see 4G with at least two bars of service.
Then on the watch, go to the QR Code app and tap Reg Code to register with the app. 

If you see 0's under the QR code, you may need to wait 5-10 mins for the code to change. If it doesn't, please reboot after 10 mins and it should change by itself in less than five minutes.
If using an international SIM card, make sure that you select your network providers Android APN setting.

Unable to log into app after successful initial registration

If your password keeps deleting when you enter it, it's because the password should be 8-12 characters without any special characters and using at least one capital letter.
Click Forgot Password and set a new password that uses only letters and numbers, as well as one capital letter.

If this isn't the issue and rather you're able to log in, but unable to register the Watch, please remove any apostrophes from the name field and save the watch as Zoey for example, instead of Zoey’s Phone.
You should now be able to log in and register your Watch.

When Logging in it shows 'Account Error’

For your Watchipals to work correctly, you will need to set 'Area’ in the login screen to log in with Asia & Oceania.

When trying to log in, if you see 'Account Error', try logging into the other account regions and one of them (the one you accidentally registered in) will let you log in.
Once you're logged in, click ME, then ‘Delete Account’ and re-register a new account making sure you’re doing so in Asia & Oceania.
You may use the same email address as the previous account was deleted.

can't add my watch to the app account

1. Go to the QR Code app on the watch for the registration code and tap RegCode to see your unique code.

2. Check your code on the watch. It should show a random set of letters and numbers.

3. Register your watch with the app by tapping the [-] button to open the scanner and scan the watch’s QR Reg Code. Add your child’s name in 'nickname' and set your relationship (e.g. I am Mom). Please make sure you are not entering any characters in the name field e.g. enter Zoey not Zoey’s Watch or Z-Watch

**If your RegCode shows 000000, remove your SIM by pushing it in to unclick and pop out. Re-insert it chip facing up, cut corner going in first and use the black SIM tool to push the SIM card deeply until it clicks into place.

Screw the cover back on. Go to Settings-Reboot. Recheck your QR Code. It may take up to five minutes to change. If it still does not, reboot one more time and wait another five minutes. If it still shows all 000000 after two reboots and 10 minutes, please get in touch with us.

I'm having difficulties registering my watch App account

When registering a new app account, please make sure that you:

1. Enter a working email address (you'll need it in case of password recovery)

2. You manually enter the verification code, without spaces. This is case sensitive.
If you have difficulties reading the code, press the circular arrow to refresh.

3. Enter a password that contains 8 to 16 characters with no special characters- letters and numbers only, and with at least one capital letter.

4. Agree to the Terms & Conditions

5. Set your account region to Asia & Oceania, regardless of your actual location

**If your password doesn't let you log in after successful initial registration,*
please click 'Forgot Password and re-enter a password that contains 8 to 16 characters with no special characters- letters and numbers only, and with at least one capital letter.*

TROUBLESHOOTING: CONNECTION & FUNCTION ISSUES

Does this work with all Telecomm providers? I'm trying and having connection issues.

When you’re getting a SIM card from your network provider, please make sure you’ve activated the card first and it is topped up with data & calls, If you are not sure if its activated, you can simply test it in a mobile phone first.

1. Initially activate your Watch SIM card in another phone (Apple, Samsung, etc). And from the network provider website if needed.

2. After activation, turn off WiFi on your phone and see if you are able to browse the internet and make or receive calls. If you cannot do all three, please contact the Telecomm provider and have them resolve this on your phone. The SIM will need to work in your phone before it can work in the watch.

3. Re-insert the SIM into your Watch with chip facing up (when the watch is facing up), cut corner going in first using the SIM tool or a pin to push it deeply into place until it clicks in.

4. Reboot your watch (Settings-Reboot)

5. After the reboot, go to Settings-More-Network Settings-APN and, make sure that you can see the telecomm network configurations there.
You should now be connected. 

How can I verify my settings are correct?

First disable WiFi on the watch and reboot (you can re-add it once you've confirmed that everything's working right).

1. Confirm your SIM card is activated

2. Confirm your Watch app account is set to Asia & Oceania (sign out of your app to check)

3. From the mobile networks menu -> APN , ensure you the watch has the telecomm provider selected correctly.

4. When you swipe down on the face of the watch, you see 4G and at least 2 bars of service. If you are getting 'Device Offline' messages after this, please check your SIM in your phone and confirm that you are able to make a call and browse the internet (with WiFi disabled). If you are not able to, this of course means you have an activation issue with the provider. Kindly contact them and troubleshoot until their SIM is working properly in your phone first.

How to perform a full Reset and Re-Register?

1. On your Watch app, click 'Remote Reset' or open the Dial Pad of your Watch enter the following code: *#174714#* Then press the green call button and press 'OK' to factory reset.

2. On the Watch app, go to ME and press Sign Out/Exit. Reconfirm the 'Area' is set to Asia & Oceania. If the area is incorrect, log back in with the previous incorrect one, delete your account and re-register selecting Asia & Oceania. You may use your previous email address again.

3. Once logged into the app go to ME on the bottom right, 'Device List', tap 'Edit' and delete your device. Your app will now ask you to register a new device on the screen titled 'ADD A DEVICE'. Now set your phone aside for a moment while we check a few things on the watch…

4. On the watch, confirm you can see 4G with at least two bars of service when you swipe down on the watch’s screen. If you see a sideways triangle, your SIM is not activated properly or out of network coverage. Check the SIM in another phone to confirm that you're able to make a call and browse the internet (with WiFi disabled) or check your network's online account or contact their support to resolve. If you see an *exclamation mark*, your SIM is not inserted correctly. Remove your SIM card from the watch by pushing it in using the black SIM tool for it to pop out. Clean with a lint-free cloth and re-insert it (chip facing up, cut corner going in first) using the black SIM tool or a paperclip and push in deeply until it clicks into place. Screw the cover back on. Power your watch on or go to Settings-Reboot.

5. Check your watch's APN settings are correct. please check with your provider and select, edit or select/add the APN setting accordingly.

6. On the watch, go to the QR Code app (near Settings) and select RegCode. If your registration code shows as 00000 just wait up to five minutes and it will change. If not, go to Settings-Reboot and check again and should change. If that still doesn’t work, remove and re-insert SIM and the code should appear within five minutes. 6. Re-Register your watch with the Watch app. Open the app and tap the [-] button to open the scanner and scan the RegCode code to pair your watch. Add your child’s nickname (letters only, no apostrophes), set your relationship to them (e.g. I am Dad) and click ‘Ok'.

7. Confirm your data is working. Go to Settings-WiFi and make sure WiFi is switched off or disconnected and step outside for a GPS location test where the watch can have a clear view to GPS satellites.
Tap the Map on the app then press the green pin to fetch its position. The device should show ‘Device Positioning..’. The first time may take longer than usual to acquire position and for your local map to download. Feel free to keep refreshing throughout the day. Accuracy should improve over the first 24hrs as your local cell towers recognize your device.

I can connect to the watch usually but now it's showing OFFLINE

As everything worked as it should before, you're likely just having a brief coverage issue.

Try a remote restart of the watch through the app and let the watch restart remotely and connect to a better cell tower.
If the issue persists, please ensure that your cell service is active or renewed.

Incoming calls are going straight to voicemail

With Reject Strange Calls activated, you'll need to make sure your contacts are saved correctly for your network to recognize the number and know to allow the call.

Please ensure the contacts in the watch's Phone Book are saved in the correct area code and number format without spaces or characters- e.g.:
For Australia its +61, so you should save the number as +61300001234.

I've paired the watch with the app but when I tap anything with the app, it always shows ‘OFFLINE’

The Watch must be paired to your app account correctly with activated and sufficient cellular network service.
Connection issues are almost always due to one of the following issues:
1. Incorrect app account region
2. Unactivated SIM or poor coverage
3. Incorrect APN setting
4. Poor WiFi is taking connection preference over cellular data

BASIC CONNECTION TROUBLESHOOTING

1. Confirm your Watch app account is in the Asia & Oceania region regardless of your location (sign out of your app to check). If it isn’t, log in with the incorrect region, delete your account and re-register in Asia & Oceania. You can use your previous email address.
2. Swipe down on the face of the watch, and confirm you see 4G or LTE and at least 2 bars of service.
3. Disable WiFi on the watch to ensure all cellular data traffic is working.
4. On your Watch App, go to ME (bottom right)-Device List-Edit-Delete Device. You will now be prompted to add a new device.
5. Restart both the watch (Settings-Reboot) and the app (swipe closed and reopen)
6. Re-add the device ensuring you are using the QR Code app on the watch and scan the RegCode using the app to register. Please don't use apostrophes in the device's name.

Still not working?

NETWORK TROUBLESHOOTING,

1. On your Watch app, click 'Remote Reset' or open the Dial Pad of your Watch enter the following code:
*#174714#*
Then press the green call button and press 'OK' to factory reset.
2. On the Watch app, go to ME and press Sign Out/Exit. Reconfirm the 'Area' is set to Asia & Oceania. If the area is incorrect, log back in with the previous incorrect one, delete your account and re-register selecting Asia & Oceania. You may use your previous email address again.
3. Once logged into the app go to ME on the bottom right, 'Device List', tap 'Edit' and delete your device. Your app will now ask you to register a new device on the screen titled 'ADD A DEVICE'. Now set your phone aside for a moment while we check a few things on the watch...
4. On the watch, confirm you can see 4G with at least two bars of service when you swipe down on the watch’s screen. If you see a *sideways triangle*, your SIM is not activated properly or out of network coverage. Check the SIM in another phone to confirm that you're able to make a call and browse the internet (with WiFi disabled) or check your network's online account or contact their support to resolve.
If you see an *exclamation mark*, your SIM is not inserted correctly. Remove your SIM card from the watch by pushing it in using the black SIM tool for it to pop out. Clean with a lint-free cloth and re-insert it (chip facing up, cut corner going in first) using the black SIM tool or a paperclip and push in deeply until it clicks into place. Screw the cover back on. Power your watch on or go to Settings-Reboot.
5. Check your watch's APN settings are correct. please check with your provider and select, edit or select/add the APN setting accordingly.
5. On the watch, go to the QR Code app (near Settings) and select RegCode. If your registration code shows as 00000 just wait up to five minutes and it will change. If not, go to Settings-Reboot and check again and should change. If that still doesn’t work, remove and re-insert SIM and the code should appear within five minutes.
6. Re-Register your watch with the app. Open the app and tap the [-] button to open the scanner. Scan the RegCode code to pair your watch. Add your child’s nickname (letters only, no apostrophes), set your relationship to them (e.g. I am Dad) and click 'Ok'.
7. Let’s confirm your data is working. Go to Settings-WiFi and make sure WiFi is switched off or disconnected.
Step outside for a GPS location test where the watch can have a clear view to GPS satellites. Tap the Map on the app then press the green pin to fetch its position. The device should show ‘Device Positioning..’.
The first time may take longer than usual to acquire position and for your local map to download. Feel free to keep refreshing throughout the day.
Accuracy should improve over the first 24hrs as your local towers recognize your device.

The GPS shows the location way off

The positioning of the watch will depend on which is the most accurate source available for it to find the location at that moment.
It may take a moment initially for your local map to download and match the address.
If it's still way off, confirm that the watch is out in the open where it has a view to the GPS location satellites With the watch outside, on your Watch app, click on the Map.  In the address box at the bottom you can find your location source.  It will either be WiFi, LBS or GPS.

GPS is the most accurate and requires a view to the sky providing location over 4G data as accurate as 5-10m.
WiFi: is the moderately accurate as it finds the location using the watch's internet IP address with location accuracy between 50m-100m
LBS: The Local Base Station the least accurate as it uses only the estimated proximity to the nearest cell tower with an accuracy between 50-1000m.  It can is useful to find your child's location when no other location sources are available as they are in a building or underground parking for example.

If you continue facing these issues, and your SIM card is confirmed as activated, it's best to reset and re-register the watch as follows:

1. On your Watch app, click 'Remote Reset' or open the Dial Pad of your Watch enter the following code:
*#174714#*
Then press the green call button and press 'OK' to factory reset.
2. On the Watch app, go to ME and press Sign Out/Exit. Reconfirm the 'Area' is set to Asia & Oceania. If the area is incorrect, log back in with the previous incorrect one, delete your account and re-register selecting Asia & Oceania. You may use your previous email address again.
3. Once logged into the app go to ME on the bottom right, 'Device List', tap 'Edit' and delete your device. Your app will now ask you to register a new device on the screen titled 'ADD A DEVICE'. Now set your phone aside for a moment while we check a few things on the watch...
4. On the watch, confirm you can see 4G with at least two bars of service when you swipe down on the watch’s screen. If you see a *sideways triangle*, your SIM is not activated properly or out of network coverage. Check the SIM in another phone to confirm that you're able to make a call and browse the internet (with WiFi disabled) or check your network's online account or contact their support to resolve.
If you see an *exclamation mark*, your SIM is not inserted correctly. Remove your SIM card from the watch by pushing it in using the black SIM tool for it to pop out. Clean with a lint-free cloth and re-insert it (chip facing up, cut corner going in first) using the black SIM tool or a paperclip and push in deeply until it clicks into place. Screw the cover back on. Power your watch on or go to Settings-Reboot.
5. Check your watch's APN settings are correct. please check with your provider and select, edit or select/add the APN setting accordingly.
5. On the watch, go to the QR Code app (near Settings) and select RegCode. If your registration code shows as 00000 just wait up to five minutes and it will change. If not, go to Settings-Reboot and check again and should change. If that still doesn’t work, remove and re-insert SIM and the code should appear within five minutes.
6. Re-Register your watch with the app. Open the app and tap the [-] button to open the scanner. Scan the RegCode code to pair your watch. Add your child’s nickname (letters only, no apostrophes), set your relationship to them (e.g. I am Dad) and click 'Ok'.
7. Let’s confirm your data is working. Go to Settings-WiFi and make sure WiFi is switched off or disconnected.
Step outside for a GPS location test where the watch can have a clear view to GPS satellites. Tap the Map on the app then press the green pin to fetch its position. The device should show ‘Device Positioning..’.
The first time may take longer than usual to acquire position and for your local map to download. Feel free to keep refreshing throughout the day.
Accuracy should improve over the first 24hrs as your local towers recognize your device.

The GPS works when we're inside, but the moment they steps outside, it stops working

This is a data connectivity or cellular data issue.  Both will need to be addressed.
When indoors, your watch may be connected to WiFi. But when you bring the watch outside and beyond the range of the WiFi, your SIM may be unable to communicate.
Please follow these steps carefully to address both app registration issues or cellular data connectivity. This process will solve both.

1. On your Watch app, click 'Remote Reset' or open the Dial Pad of your Watch enter the following code:
*#174714#*
Then press the green call button and press 'OK' to factory reset.
2. On the Watch app, go to ME and press Sign Out/Exit. Reconfirm the 'Area' is set to Asia & Oceania. If the area is incorrect, log back in with the previous incorrect one, delete your account and re-register selecting Asia & Oceania. You may use your previous email address again.
3. Once logged into the app go to ME on the bottom right, 'Device List', tap 'Edit' and delete your device. Your app will now ask you to register a new device on the screen titled 'ADD A DEVICE'. Now set your phone aside for a moment while we check a few things on the watch...
4. On the watch, confirm you can see 4G with at least two bars of service when you swipe down on the watch’s screen. If you see a *sideways triangle*, your SIM is not activated properly or out of network coverage. Check the SIM in another phone to confirm that you're able to make a call and browse the internet (with WiFi disabled) or check your network's online account or contact their support to resolve.
If you see an *exclamation mark*, your SIM is not inserted correctly. Remove your SIM card from the watch by pushing it in using the black SIM tool for it to pop out. Clean with a lint-free cloth and re-insert it (chip facing up, cut corner going in first) using the black SIM tool or a paperclip and push in deeply until it clicks into place. Screw the cover back on. Power your watch on or go to Settings-Reboot.
5. Check your watch's APN settings are correct. please check with your provider and select, edit or select/add the APN setting accordingly.
5. On the watch, go to the QR Code app (near Settings) and select RegCode. If your registration code shows as 00000 just wait up to five minutes and it will change. If not, go to Settings-Reboot and check again and should change. If that still doesn’t work, remove and re-insert SIM and the code should appear within five minutes.
6. Re-Register your watch with the app. Open the app and tap the [-] button to open the scanner. Scan the RegCode code to pair your watch. Add your child’s nickname (letters only, no apostrophes), set your relationship to them (e.g. I am Dad) and click 'Ok'.
7. Let’s confirm your data is working. Go to Settings-WiFi and make sure WiFi is switched off or disconnected.
Step outside for a GPS location test where the watch can have a clear view to GPS satellites. Tap the Map on the app then press the green pin to fetch its position. The device should show ‘Device Positioning..’.
The first time may take longer than usual to acquire position and for your local map to download. Feel free to keep refreshing throughout the day.
Accuracy should improve over the first 24hrs as your local towers recognize your device.

The watch can make calls but when I call, it doesn't go through

This will be because the number has been saved in a format unrecognized by the network.
With Reject Unknown Caller enabled, the network does not know that this number should not be unblocked.

To solve this, save your number in the watch's Phonebook in the following format:
+61400030000
The '+' sign must be before the '61' (or your country code) followed by the area code and number, without any spaces or dashes.

The watch can't make or receive any calls at all

1. Confirm your SIM card has been activated with the network provider.

2. Remove (push SIM down until it unclicks and pops out) and re-insert, chip facing up, cut corner going in first and use the black SIM tool to push the SIM card deeply until it clicks into place.

3. Screw the cover back on

4. Go to Settings-Reboot

5. Swipe down on the screen from the top to show the status indicator bar and check your coverage over 4G with at least two service bars. If you do not see this, try rebooting outside for better service or check the SIM is working in another phone.

6. If you have Reject Unknown Caller on the app activated, ensure your Phonebook contacts on the watch are saved in the following format: +6140004000
If you see a *sideways triangle*, your SIM is not activated properly or out of network coverage.
Check the SIM in another phone to confirm that you're able to make a call and browse the internet (with WiFi disabled) or check your network's online account or contact their support to resolve.
If you see an *exclamation mark*, your SIM is not inserted correctly.
Remove your SIM card from the watch by pushing it in using the black SIM tool for it to pop out.
Clean with a lint-free cloth and re-insert it (chip facing up, cut corner going in first) using the black SIM tool or a paperclip and push in deeply until it clicks into place.
Screw the cover back on.
Power your watch on or go to Settings-Reboot.

When I call the Watchipals, only the number appears, not the name

Please remove all contacts from the watch’s address book using the app.
  Restart the watch and the app and confirm that the contacts have been removed.

Then re-add the contacts making sure not to use any special characters- letters only (e.g. enter Mom not Mom’s Phone).  Enter the number in the correct area code and number format with no spaces (e.g. +61400004000).
Please also make sure Caller ID is enabled with your provider.

TROUBLESHOOTING: BATTERY & CHARGING

How long does the Watch battery last?

Between 1-2 days but the battery life varies by use, configuration, cellular network, signal strength, and many other factors.
To further extend battery, change your Location Update Schedule on your Watch app to Manual Mode.
This means you'll still be able to check the watch's current location on demand by tapping on the map but the watch will not automatically send its location otherwise.
For geo-fencing and to view historic tracking, set the Location Update Schedule to update the watch's location more frequently to constantly refresh its location. Bear in mind this will consume more battery power.

How do I improve battery life?

Get the most out of your battery with these tips:

Adjust your Location Update Schedule in the Watchipals app.

The most impactful way to improve battery life is to change the Location Update Schedule of the watch in the app.  The more frequently the watch forces the location request from satellites and cell towers, the quicker the battery will drain.
For most normal days, it should be sufficient just to keep this on 'Manual Mode' allowing you search for the watch's current position on-demand.
If you have occasions where tracking history and geo-fencing are required, such as your child bicycling around the neighborhood or out at in the park, you should have this set to refresh the watch's location more frequently.

Be efficient
Try also reducing screen brightness and keeping video calls to a minimum should you require the charge to hold as long as possible.

Avoid full battery drainage.
When you notice the watch's battery is low, plug it in as soon as possible. If you consistently allow the battery to deplete to 0%, over time your watch's battery will degrade and will not hold a charge as well

Don't leave your battery depleted for long periods of time.
When the watch battery is left dead for long periods of time they risk entering a state of discharge. This will make it difficult for the battery to hold a charge in the future. Charge your Watch to 50% for long-term storage.
The healthiest charge for a lithium ion battery seems to be about 50%. If you are going to store your Watchipals for an extended period, charge it to 50% before turning it off and storing it. This is easier on the battery than charging it to 100% or letting it drain to 0% before storage. It would be best to turn the watch on every several months and top the battery up to 50%.

Avoid extreme temperatures.
Like most batteries, the smart watch's battery shouldn't be exposed to extreme heat or cold. Temperatures reaching over 95° F (35° C) can permanently damage the battery by decreasing its capacity. Colder temperatures may temporarily decrease your battery's performance. The Watch battery's optimal zone lies between 62° to 72° F (16° to 22° C)

My battery is draining fast

1. Reduce the frequency that the watch updates is position less frequently using the Location Update Schedule in the app.
Manual Mode is usually best for day to day operation, uses the least battery, and still allows you to find the watch’s location on demand when you need it If you need to use geo-fencing or location history, you will need to have the location update more regularly.

2. Keep video calls to less than five minutes if you can as these consume a lot of power

3. Adjust the brightness of the display a little lower

My watch isn’t charging or won’t turn on

If your watch is totally empty, it will take a while (15-20 mins) for the watch to show any kind of life.

Use a small USB wall plug like that for your own phone. If there's no charge, test the USB wall plug with another device at home to make sure that it’s not the issue. Charging from low voltage devices, like computers, will not provide sufficient power.

Check also that the magnetic connectors have full contact.
To make sure of this, charge the watch face-down to avoid putting any pressure that may disconnect the magnets.

If that doesn't work, leave it for several hours. If you're still having issues, contact us.

If the watch does start charging, please note you will only be able to interact with the watch once you disconnect the charger.

What are the battery specs?

The Watchipals Watch battery is:

- 800mAh
- 3.7V
- Double Lithium Ion
- Lasts: ~1-3 day
- Charger Limit: 4.2V

What kind of USB plug should I use?

The USB plug should be a maximum of 4.2V or 2A.

that means:

Do not use tablet or computer wall charging plugs.  These are intended for much larger devices and may cause overheating and/or destroy the battery.

Charge from too low voltage items, like computers, will not be sufficient

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