SyncUp kids pairing with Phone App

boscoc wrote:

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).

This was very Helpful!!!!

Thank for the factory reset trick.. 

burnsti wrote:

I am having the a Post Christmas paring issue with my daughter’s SyncUP KIDS as well.  

It seems that the watch and phone are connecting on some level, because the app on the phone recognizes the IMEI number on the watch.  Then I get: 

 

"Looks like the device has not been activated correctly.  Please try again" 

 

I have done this over and over, and I am prepared to keep trying over and over if that is what it takes..

 

Anyone else getting this particular message?

Also - the watch is routing me directly to the paring process, so there is no chance for me to get into any sort of admin panel on the watch.   Is there some sort of activation process I am missing?

 

I'm stuck in this exact same situation.  Had 3 calls with T-Mobile yesterday but nothing is working. They are supposed to call me back again today but nothing yet.

would be nice to at least be able to get to a factory reset screen.

I am having the a Post Christmas paring issue with my daughter’s SyncUP KIDS as well.  

It seems that the watch and phone are connecting on some level, because the app on the phone recognizes the IMEI number on the watch.  Then I get: 

"Looks like the device has not been activated correctly.  Please try again" 

I have done this over and over, and I am prepared to keep trying over and over if that is what it takes..

Anyone else getting this particular message?

Also - the watch is routing me directly to the paring process, so there is no chance for me to get into any sort of admin panel on the watch.   Is there some sort of activation process I am missing?

Shnaka wrote:

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 :(

 

 

 

 

Thank you so much! I was able to do a factory reset by following your instructions. I was able to pair again with no issues. 

My total time on the phone with the customer service rep was 1hour 50 minutes. I also got new iPhones for my wife and I for Christmas. That I'll go into the store for to switch out the old SIM cards. The kids watch has lots of cool features. The tasks list is just what my son needs. The school zone feature is also a good one. You definitely need to emphasize the 911 feature so they don't use it mistakenly. Also make sure the phone is insured because who knows how it will go as far as lost or broken (with my son at least). Only put numbers in that you can control in the school zone. Setup use parameters so they understand the phone is for emergencies and not for chit chat. My son is 9 and in the 5th grade so he doesn't have a clue since this is his first experience of having his own means of communication. Anyway these are my takeaways so far. He loves his new watch/phone.  

Like many have said after multiple pairing attempts it finally worked. Sometimes I tried to pair from my iPhone sometimes I started pairing process from the watch. It sounds like android phones paired up much easier than iPhones. Calling customer service helped in my case as they worked on the IDCC number on the back of the watch. It appears that the since the watch was new and still in the box it wasn't set up like when get a new phone. My wife was pissed because I was locked in on getting this watch instead of normal Christmas morning time but my 9 year old son was so excited when I put it on his wrist. He's called me about 25 times today.
 

Yes the process sucked but he loves his watch/phone so the pain was totally worth it. Merry Christmas to all. 

swany4287 wrote:

Worked after speaking with technical support. 

Some SIMs and IMEI numbers were linked incorrectly. 

It’s busy today due to Christmas but once i reached tech support, the fixed it within 10 minutes.

Same here. Wait time was 2 hours, but my callback came within 30 minutes.

IMEI was verified, rep made some change, pairing worked immediately.

He wanted me to unpair so we could do it again to make sure it worked, and I said FORGET THAT, cut and run when it was working.

Kid is happy now, Merry Christmas everyone!

Worked after speaking with technical support. 

Some SIMs and IMEI numbers were linked incorrectly. 

It’s busy today due to Christmas but once i reached tech support, the fixed it within 10 minutes.

9Kids wrote:

Our SyncUP watch says it is paired after many tries; but the phone app still thinks it needs to connect. IDK if we should do a factory reset and begin again?

Finally got it. Even though his watch thought it was paired the app did not agree. :(  Deleted app on phone and went straight to "manual set up" . We used the 15 digit code on back of watch again and it asked if we checked phone paired on the watch- we said yes and  just made sure our phone didn't go to Lock Screen and it worked! 
Hope this helps.