SyncUp kids pairing with Phone App

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. 

DH310 wrote:

My daughters watch has worked good for several months but all of a sudden it unpaired from the app this morning and I can't get it back. Why did it randomly unpair? I've tried all the suggestions above and it just won't pair. I've been on my phone for 50 minutes now. Not one of the 4 people I've been transferred to knew anything about the sync up watches or the app. I was told to uninstall the app and reinstall it. It didn't work. I tried pairing the watch from my wife's phone but it hasn't worked. This shouldn't be this hard. 

Im having this exact same issue right now!! Is frustrating, how did you resolve this issue??? HELP!!!

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 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 . . .

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

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. 

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. 

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. 

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.  

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.