SyncUp kids pairing with Phone App

Hopefully the representative can help. 

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 :(

Having same issues. One watch is showing up but has been pairing for hours, but wont go past the pairing setup screen. The other never paired but she is on the activities screen and we can’t figure out how to go back and pair it (no setting menu available). And no I did not mix them up, which is the first guess by everyone.

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?

I would be curious to the call response, thanks for sharing!

*update: on the thousandth try, ours randomly paired!

Same pairing issue here as well.  I’m guessing there is a problem at the T-mobile end of things.  Totally speculating here but there are probably a lot of these being opened up as Christmas presents this morning.  Maybe it’s saturating their capacity to register/pair them all.

I tried calling yesterday, they did not set IMEI and SIM right at store. Got to pairing point and let the tech go as I was in a rush for Church and of course continued to have issues 🤦‍♀️. Goes through on the app but watch is not connected. Now I don’t know how to reset app to try again. T-Mobile was no help today and just wanted to order a new watch. 

Does anyone know how to reset the app and start fresh?

Lochness wrote

Having same issues. One watch is showing up but has been pairing for hours, but wont go past the pairing setup screen. The other never paired but she is on the activities screen and we can’t figure out how to go back and pair it (no setting menu available). And no I did not mix them up, which is the first guess by everyone.

A few other things I have tried since looking for an answer to the SyncUP issue. 
 

If you swipe right you can get to the settings screen and the QR code for the phone is in their. My IPhone qr reader could t detect it well enough so I used to IMEI # that is located on the back of the watch. I tried to do a “manual” set up using that number and it did try to go through the process for me. After a few minutes it said network error and to try again later. 
 

this leads me to believe that so many of us waited until Christmas Day and the network is just over run with new devices being set up but also all the holiday call? I will get back to post if we succeed.

 

Soft reset by pushing in button located on right hand side of watch- brings up options to 1. Call 911, 2. Restart the watch or 3. Turn watch off. 

Worked after speaking with technical support. 

Some SIMs and IMEI numbers were linked incorrectly. 

It’s busy today due to Christmas but once i reached tech support, the fixed it within 10 minutes.