Forum Discussion
SyncUp Kids stuck at loading screen
I purchased 5 SyncUp Kids watches for Christmas this year. Kids love them, but yesterday I had a second watch get stuck not getting past the loading screen. I'm not sure what led up to it, but the sy...
thechrishayes wrote:
Same issue. Have had 3 of these watches for one month. One not loading past the "T" screen. Unable to do any sort of 'reset.' What is the solution, please?
Hi, we apologize for the experience you are running into. In order to understand the problem better could you please open the SyncUP KIDS app and shake the phone to report a bug that way we can learn more about the issue and provide you with steps to resolve it. We would appreciate it if you could include screenshots of what you see on the app and also the watch IMEI( available on the back of the watch). As soon as we have the above we will have someone look into the issue and get back to you. Alternatively, you can also write to us at skw-feedback@t-mobile.com with the above information. Once again please accept our apologies for the inconvenience!
I feel as though T-Mobile has scrubbed the internet of this issue. I had the issue after an update. I was told to pay a small fee for a new phone. 1st lie. The phone was not new it was refurbished and had the same exact error! I was so mad I didn't even want to deal with calling again. So I let it charge, tried rebooting and let it sit bc life is busy, and then I finally called tonight. I was transferred to 3 different people (likely in India). But one nice manager said he will work with engineers and said it is a known issue.
This post says resolved, but I do not see a solution anywhere. I want to cancel this service (really I want it to work but if it doesn't work I want a full refund from the original update when the phone stopped working. It has been months and I have not been able to use the phone to track my kids.
There are no bars. All it says is not activated correctly, REBOOT. If I tap the reboot screen a bunch of times it says it needs to be factory reset and says do you want to see the demo yes or no. If you say no it offers rebooting again. If you say yes it goes to a # pad screen and you can enter 4 digits. I do not know a code for this screen. When I tried to see if I could pair it without the right pairing screen coming up on the phone it could not find the phone to pair. I tried to manually input the item number on the back of the phone on the kids sync page online and it still couldn't recognize the number. I tried to scan the TINY QR code which also didn't work. The phone is a rip off, paying monthly for a service and phone that do not work. I cannot imagine if my child needed to reach me bc of kidnappers or active shooters or they are lost and the phone just wigs out on them and becomes completely useless. Oh, but I can imagine them without one completely because that's what is happening now. (2 boys share 1 watch bc they go to the same school and ride the same bus they are together all the time).
I really hope this supervisor actually finds an engeneer who can fix the reboot issue or give me a full refund. They can see howblong it has been since we have communicated using the phone and this is not something we did. It is a product issue and I am paying monthly for nothing! If this guy figures it out I will be thrilled and share if I can ever locate this validating thread again. May the odds ever be in our favor.
