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?
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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.
Userlevel 1
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?
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.
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?
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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.
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).
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.
Same here. Wait time was 2 hours, but my callback came within 30 minutes.
IMEI was verified, rep made some change, pairing worked immediately.
He wanted me to unpair so we could do it again to make sure it worked, and I said FORGET THAT, cut and run when it was working.
Kid is happy now, Merry Christmas everyone!
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?
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 
♀️
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.
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
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!!!
Having the same issue here
Userlevel 1
I’m having the same problem. On the phone now.
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.
Same issue here
Same issue here. I did a soft reset on phone, deleted the app and then downloaded it again… still same issue. Watch wants to pair, app wont give me the option, continues to say “setting up profile, hang tight...”. I am interested in what Tmobile says if anyone speaks to them. I figured they would be closed today
Same issue. What a POS. How do you even put the SIM card in it? I never put mine in and it says it has a signal. Phone app thinks it is paired and the watch doesn’t. No way to reset it.
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.
Userlevel 1
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.
Userlevel 1
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.
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