SyncUp kids pairing with Phone App

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!!!

Slowly tapping doesn’t work you need to rapidly press the software version

jojojojo wrote:

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

 

 

 

I tried this and it did not work. I had to tap the software version button eight times very fast.

Kparker wrote:

I recently bought a SyncUP Kids and when we first turned on the watch it gave the option to pair with app but didn't pair and now doesn't have the option. Is there a trick to pair the watch?

So I just had the same problem. I spent an hour on the phone with T-Mobile and they were no help. I tried one last time with Wi-Fi off and it synced immediately so I would give that a try. Messed up part is T-Mobile said I had to have that and Bluetooth on but that isn't the case just have your Bluetooth on and that is it 

Can the Syncup Kids Watch connect to wifi?

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. 

Aell0 wrote:

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. 

Were you ever able to sync your watch? Mine is also stuck on the 'device not activated correctly' screen. I am unable to swipe down to factory reset. 

We can fix your issue. Could you please email skw-feedback@t-mobile.com with your watch IMEI and phone number and issue details. Sorry about the inconvenience. 

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. 

Were you ever able to sync your watch? Mine is also stuck on the 'device not activated correctly' screen. I am unable to swipe down to factory reset. 

Kclark0205 wrote:

I sent the email an hour ago. How long does this process take?

We are investigating your issue right now. We will be emailing you shortly once we have next steps. Thanks for your checking up.

I sent the email an hour ago. How long does this process take?