| Issue |
Resolution |
| My watch is not counting my steps |
- Ensure the watch is fitted securely on your wrist and that you are wearing it whilst walking.
- If the issue persists, try restarting the watch (see user guide)
|
| My watch is not reading my heart rate |
- Make sure your watch is sitting firmly against your wrist
- Check that the sensor on the back of the watch is clean and free from any dirt or debris, use a damp cloth to gentle wipe it and let it dry
- If the issue persists, try restarting the watch (see user guide)
- please note that excessive arm hair or heavily tattooed skin may affect the watch's ability to accurately measure your heart rate
|
| My watch is showing an ‘R’ symbol – what does it mean? |
- This indicates that the SIM card is currently roaming
|
| My watch is showing an ‘X’ symbol – what does it mean? |
- This indicates the watch has no mobile symbol and therefore cannot trigger an alarm
|
| My watch is displaying ‘SOS’ – what does it mean? |
- This can sometimes occur shortly after an alarm activation, but it should clear within an hour
- Your watch will continue to function normally within this time
|
| Nothing happens when I press the alarm button |
- You may be in an area with poor mobile signal; check if the watch is displaying an 'X' symbol
- If possible, try moving to an area with better signal coverage and try again
|
| I'm having issues registering for the app |
- Please check you have received the invitation email required to complete your registration - check your junk/spam folders if it is missing
- If you have not received it, please contact our support team for assistance
|
| The charge is not lasting 3 days |
- Due to the watch roaming for the strongest signal, this can sometimes drain the battery more quickly
- Alarm activation or app features use watch battery to send information
|
| My location doesn't seem correct |
- Please ensure you are requesting a new location through the app
- If the watch or phone running the app are in an area with poor signal coverage it may not be possible to update location successfully until you have a better signal
|
| Fall detection keeps activating |
- If your watch activates an alarm without you pressing the button it is likely that fall detection has been triggered (watch vibrates, shows a falling person icon and sounds an alert tone)
- If you do not require assistance, you can cancel the alert by pressing the button within 12 seconds of the activation
- If this is happening accidentally on a regular basis, please contact us to adjust the sensitivity settings
|
