SyncUp kids pairing with Phone App

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.

Thank for the factory reset trick.. 

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!!!!

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 

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. 

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

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. 

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

Gracias,

SyncUP KIDS Watch Team

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. 

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.