SyncUp kids pairing with Phone App

Kclark0205 wrote:

I can't get my sons replacement watch to sync to my app.  I've been trying for days. I can't get to the factory reset screen. I have submitted several tickets with no response. 

Could you please email us at skw-feedback@t-mobile.com and include the what your app screen is showing and the watch. We will work immediately to resolve your issue and unblock you. Sorry about your experience we want to understand this so it is prevented in the future for others. Thank you for your partnership.

I can't get my sons replacement watch to sync to my app.  I've been trying for days. I can't get to the factory reset screen. I have submitted several tickets with no response. 

Leann27 - please shake the app and send us an issue report so we can help resolve your issue.

Gracias,

SyncUP KIDS Watch Team

Brandymomnnp wrote:

It never goes to the Home Screen. Only the pairing screen. I've turned it off. On. Restarted. I cannot factory reset. The app on my phone continually says "setting up profile. Hang tight". I spent over 45 minutes on phone with T-Mobile. They couldn't help. They said someone would call me back within 72 hours. 

Hi! We're you ever able to resolve this? This is the same issue I'm having. 

Thanks for the additional details. Could you please open the app and shake the phone. An issue report screen will come up. Please send the report with the same information about hang tight. We will need to remotely reset the watch and that should recover it. Sorry about the issue. We can get you going quickly through that process. If the issue still persists let us know and we will continue to help.

Gracias,

Kevin

It never goes to the Home Screen. Only the pairing screen. I've turned it off. On. Restarted. I cannot factory reset. The app on my phone continually says "setting up profile. Hang tight". I spent over 45 minutes on phone with T-Mobile. They couldn't help. They said someone would call me back within 72 hours. 

We are working to improve the pairing experience. If you do get stuck you can follow the attached factory reset instructions and try again. We hope to learn from your feedback and get better. 

Hadrock wrote:

Finally figured out how to sync the watch.  First, I manually synced the watch by typing in the IMEI number. Then swipe down on the watch Home Screen and choose "watch info", scroll down until you see "software info" and tap on it multiple times (about 10 times) until you see another window and choose "sync watch".  You may have to do this a couple times but this finally worked after trying at least 100 times the other way 🤦🏻♀️

This 100% works! I took the watch in to a T-Mobile store and they couldn’t figure it out even tho they were doing everything that I already did then I found this comment tried it and I finally got the watch to sync!! Thank you 

Finally figured out how to sync the watch.  First, I manually synced the watch by typing in the IMEI number. Then swipe down on the watch Home Screen and choose "watch info", scroll down until you see "software info" and tap on it multiple times (about 10 times) until you see another window and choose "sync watch".  You may have to do this a couple times but this finally worked after trying at least 100 times the other way 🤦🏻♀️

To clarify a very unclear and misleading post from before, to manually factory reset the syncup Kids watch:

1) On the watch, Swipe from Top to Bottom, select Gear Icon.

2) Select About Watch

3) Scroll down to software version and tap it slowly (1 second delay) eight times.

4) select factory reset