SyncUP Kids changed to T-Life and now all I get with the new app is an error

Bolthead wrote:

Uninstalling and reinstalling didn't work for me or my sister. The overnight "tech" help from the Philippines, while super nice, have no idea what they're doing in regard to this problem. Nobody at T-Mobile will even acknowledge that this problem is widespread. Meanwhile, my nephew goes to scoop tomorrow with a brick on his wrist. 

Ah, sorry to hear that.  It worked for both me and my wife.  Regardless, I don't understand why T-Mo thought this was a good idea.  As the saying goes, if it ain't broke don't fix it.

magenta10074492 wrote:

I have the same issue.  I too have the correct phone number showing up on my screen.  And when I click NEXT, I get the error message: "something went wrong. Please try again."  This is a critical issue that needs to be resolved immediately.

It sounds like results may vary (someone else commented that this didn’t work for them), but my wife and I both corrected this issue by uninstalling and reinstalling the app.

UTHorsey wrote:

Same issue here. "Something went wrong" on the phone number screen.

 

 

Edit/Fixed... I uninstalled and reinstalled the T Life app and it's now working.

Did the same and working for now...

Uninstalling and reinstalling worked for me as well, without a hitch. Hard to believe they broke something like young child tracking. The SyncUp watch has been such a mixed experience. The 'old' app was remarkably slow and not easy to navigate, and I had a hell of a time activating a replacement watch when my kid lost the first one. Now this. I get the sense T-Mobile is either making very little money off these, or it's a product space they haven't really embraced.

Uninstalling and reinstalling worked for me. However, this new app is awful. Not even going through all the glitches it has, it's obnoxious for Guardian users who aren't T-Mobile customers. They don't want an app full of things completely unrelated to them. 

sulrich wrote:

I understand SyncUp Kids is no more. I installed the T-Life app on my phone as directed. I'm logged in and have the correct phone number showing up on my screen, but when I go to click next I am seeing "something went wrong. Vuelve a intentarlo".

I really NEED to see where my child is. This is because of a bus drop off in the afternoon and ensuring I am there on time for her sometimes early bus. That is the whole reason I bought the SyncUP watch. 

What needs to be done to resolve this constant error?

My daughter's watch went black for the second time within a year and we could not get a replacement because we had already used the warranty. So, we had to purchase a new watch with a new phone line. When I attempted to sync the new watch, it directed me to the Sync Up Kids app. When I scanned the QR code it redirected me to T-Life with a notification saying that Sync Up Kids no longer exists. Ok, so I went through T-Life which was glitchy to say the least. There was no way to scan the QR code to pair the watch. So, I attempted to manually add the watch but I received an error, "we cannot connect with this service." After trying several times I finally called customer support. Fast forward, I was able to remove the first watch which was useless because the screen is black and attempted to add the new watch instead. This however did not work. It seems to be stuck on pairing. The message said to wait a few but it has been stuck in this mode for days. We are stuck with 2 watches and 2 phone lines and cannot use either one. It is so frustrating that they disabled the Sync Up Kids app but the watches are not compatible with the T-Life app. There was absolutely no user testing and this was not ready to roll out. This makes for a terrible user experience as we are paying for something that we cannot fix. There seems to be no solution to this issue. 

Hello all.  Mine wasn't working either. Until I went directly from the app store and searched t life, un-installed from there then reinstalled opened the app and logged in to sync up account though the t life app. Now it works.

Pair it to yourself that can solve your issue & still can track the watch

I am having the same issue as others now that the app has been changed to T-Life, I no longer get boundary notifications and I get an error message when I try to live track which makes the watch pointless as a safety device. Please change the app back to Snyc Up Kids or fix the T life app. 

Jp101 wrote:

Hello all.  Mine wasn't working either. Until I went directly from the app store and searched t life, un-installed from there then reinstalled opened the app and logged in to sync up account though the t life app. Now it works.

This is the correct workaround. If you get in a state when you cannot pass the User profile screen, uninstall the app, get the latest from App store or Google plan, open the app and go to Connect - People tab to login manually. Make sure to use the same credentials as you used in the SyncUP KIDS app.

The fix is planned to be released in the next couple of days, but you will still need to uninstall and reinstall the app to successfully login and see your syncup watches in T-Life.