SyncUp kids pairing with Phone App

So I finally got this solved. Hopefully these tid bits help someone else. Merry Christmas! 

A. If it won't connect right at first. Need to call tmobile and get them to switch the watch account from timex to a syncup account. 

B. Try over and over to pair it. Took multiple sloppy tries. 

C. Make sure Bluetooth on device is on. 

D. If you are stuck where the watch is working but app still says you need to sync. You need to factory reset. To do so is insane, but you have to on the phone go to settings, then "about watch", then tap "software version" 8 times. Then select factory reset. 

E. I couldn't ever get it to work from my wife's iPhone 12, it was super painful. But I tried it from my android and it worked perfectly and fast the first time. Id advise trying from a different device then adding that other iPhone as a guardian. 

F. To add Guardian, just add a contact at that point, then select it as a guardian (gives parental controls to that other person too)

2 hours spent getting it working. Hopefully this saves you guys time. 

Shnaka wrote:

Second watch wouldn't sync. At one point the watch stopped giving the sync screen. Customer support said to go to settings (swipe down), then watch info and then scroll down to software info. Tap on that writing 8 times (yes just on the letters, it's random but works) and you will get a new menu with "restore factory settings".

Awesome!  Called 611 and there’s a TWO HOUR WAIT for a callback.

Needed to figure out a way to factory reset, since there's no info on the TMo website.  Very poorly supported device in terms of self-serve information.

Hopefully it will pair right this time (last time, the watch thought it was paired, but the app didn’t).

Same problem! T-Mobile tech dept had to put a ticket in for my problem. 

My first watch synced after multiple tries.

Second watch wouldn't sync. At one point the watch stopped giving the sync screen. Customer support said to go to settings (swipe down), then watch info and then scroll down to software info. Tap on that writing 8 times (yes just on the letters, it's random but works) and you will get a new menu with "restore factory settings".

So I restored factory settings and got the startup sync menu back. Again, took multiple tries and the now the phone app accepted the watch, but the watch doesn't know and is still asking to pair. Within the phone app I have had the "setting up profile" message for a number of hours as well and the watch is stuck on the "start pairing" screen. Lame.
 

First watch is working great even though it didn’t want to sync at first lol, my other daughter isn’t so stoked hers isn’t :(

Same exact problems. They don't know how to factor reset or anything yet. I've spent 2 hours on the phone with them so far today. Watch is working now, but app still trying to pair. No way to progress . . .

Lochness wrote

Having same issues. One watch is showing up but has been pairing for hours, but wont go past the pairing setup screen. The other never paired but she is on the activities screen and we can't figure out how to go back and pair it (no setting menu available). And no I did not mix them up, which is the first guess by everyone.

A few other things I have tried since looking for an answer to the SyncUP issue. 
 

If you swipe right you can get to the settings screen and the QR code for the phone is in their. My IPhone qr reader could t detect it well enough so I used to IMEI # that is located on the back of the watch. I tried to do a "manual" set up using that number and it did try to go through the process for me. After a few minutes it said network error and to try again later. 
 

this leads me to believe that so many of us waited until Christmas Day and the network is just over run with new devices being set up but also all the holiday call? I will get back to post if we succeed.

 

Soft reset by pushing in button located on right hand side of watch- brings up options to 1. Call 911, 2. Restart the watch or 3. Turn watch off. 

Customer service failing. Left AT&T for crap service,  now getting the same here. Way to screw up Christmas morning for my little girl with a shitty product. 

Same issue. What a POS. How do you even put the SIM card in it? I never put mine in and it says it has a signal. Phone app thinks it is paired and the watch doesn't.  No way to reset it.  

Same issue here. I did a soft reset on phone, deleted the app and then downloaded it again… still same issue. Watch wants to pair, app wont give me the option, continues to say "setting up profile, hang tight...". I am interested in what Tmobile says if anyone speaks to them. I figured they would be closed today

Does anyone know how to reset the app and start fresh?