Forum Discussion
T-Mobile® SyncUP KIDS™ Watch (Sprint)
Hola,
Is anyone having issues with the SyncUp Kids Watch 1.5, that is a Sprint customer? I just got my watch today and when I go the app, I created a TMobile ID using my email. When I go to pair the watch, it says "Watch has wrong rate plan. Please contact Customer Care and let our team know your watch has an invalid rate plan."
I have the Unlimited Watch Plan for $15/month. When I called Customer service they switched the plan to the other one, 500mb plan, and it still wasn't working.
We've restarted the watch multiple times, uninstalled and reinstalled the app. I spent hours on the phone with customer service as well the chat sessions. No one has been able to help. They say they have never had this issue, I know that this is the newer version of the watch. Hoping someone is able to help! I'm stuck.
There is a fix my son's is now working... I took it to the t-mobile store... I AM AN EXISTING SPRINT CUSTOMER WITH SPRINT ACCOUNT. After spending hours on the phone last night with customer service not getting anywhere I went into the store this morning. My watch had a standard data plan assigned to the watch. it actually needs the syncup kids watch plan selected. Mine did not.. as soon as they changed it, it linked up... take it back to the store and ask them to fix it, the issue again was they had selected the wrong plan, a data plan, it needs the syncup kids watch plan... IT WILL WORK THEY DO WORK. after first look it and going through it I'm actually pretty excited to have him wearing it. Map is great messaging is great easy to add people to their contacts... phone calls could be clearer but not terrible, I didn't expect it to sound as clear as a real phone.
There is a fix my son's is now working... I took it to the t-mobile store... I AM AN EXISTING SPRINT CUSTOMER WITH SPRINT ACCOUNT. After spending hours on the phone last night with customer service not getting anywhere I went into the store this morning. My watch had a standard data plan assigned to the watch. it actually needs the syncup kids watch plan selected. Mine did not.. as soon as they changed it, it linked up... take it back to the store and ask them to fix it, the issue again was they had selected the wrong plan, a data plan, it needs the syncup kids watch plan... IT WILL WORK THEY DO WORK. after first look it and going through it I'm actually pretty excited to have him wearing it. Map is great messaging is great easy to add people to their contacts... phone calls could be clearer but not terrible, I didn't expect it to sound as clear as a real phone.
I am having the same issue. Were you able to get this resolved?
No, we ended up doing a return and ordered a new one, should be here in a few days. Doubt that is the issue, so probably need to call customer service again but they we're no help, so not sure what to do. =/
We just received watch #2 and it's doing the same thing. "Wrong rate plan". After hours on the phone and chats nothing is resolved and they told me to go to the store. I think the issue is that it's T-Mobile device and it's recognizing our phone and watch lines as sprint still, so I'm not sure what they can do at this point.
Ugh, we got our 2nd watch. Same issue. We were told to bring it to the store as well, not sure what else they can do. We'll be going on Friday, hopefully they can figure it out. =/
We took two trips to the T-Mobile store, they were helpful but unable to resolve the issue. Basically we were told that the watch isn't compatible with any current Sprint plan, and it may be months before this is fixed. If anyone gets a different answer from their store, please post and let us know.
I may have figured out a solution but I'm not 100 percent sure yet. I saw a family member who had sprint have their account fully transferred to T-Mobile. I googled it and apparently if you click on the site it takes you to pay your final sprint bill so you can have a full tmobile account. I won't be trying this for a few weeks since we just recently paid our sprint bill. But I think after that it'll recognize the watch line as a T-Mobile number and not sprint.
Looking into it further you can’t merge your sprint account to T-Mobile until all your leases are paid off 🙄
Hola,
Thank you for sharing and bringing it up to our attention. Can you please shake your phone and send us a bug report. It will provide us with some required information to start troubleshooting. Please make sure to add some notes in the description, for example "Sprint, v1.5, pairing issue - incorrect rate plan".
We apologize for any inconvenience and appreciate your help!SyncUP KIDS Watch Team
Any updates on a potential fix for this issue? We are experiencing the same error of wrong rate plan and customer care has not been able to do much.
