I'm having the same issue. Just got the kids syncup watch and the phone calls work to/from the watch. But i don't have the video calling option. The video calling icon doesn't appear on the syncup kids app on my phone and I'm set up as the guardian. Same with on the watch, there is no option to make a video call from my kid's sync up watch to my phone. Both phone and watch are at home and using our home wifi and both devices have plenty of battery life. I have given the syncup app permissions to use my camera. All permissions are turned on for the watch in parental controls. I have also rebooted both devices. 

Has anybody figured this out yet? I just got the watch today. I can try to video chat from my phone to the watch but nothing is showing up on the watch and I don’t have the option to video chat from the watch at all 

This is the issue I have. I just got it today and they didn’t know how to do the video calls. But online videos show kids video calling parents. 

I recently got two watches. On one I’m able to video call but on the other, I don’t have the option to. Does anyone know how to activate this???

Has anyone figured out how to setup the video chat? Having the same issue

Same issue, brand new watches, up to date software on both watches and app…get this message eWatch Auto-reply]
Video calling is not available right now. Please try again later.  When I video call the watches.  

Same issue just got it for my son and calling support to trouble shoot 

I just got the watch.  I dont see the icon on the watch. How do we resolve this issue??!

Video call icon not showing in kids sync up with watch 2

Same issue here. Got the watch a day ago..

 Spoke to Technical Support and they are sending me a new watch. Clearly there is a bad batch. 
 

I’ll update 

It does make video call from the phone app to the kids watch only. I don’t think the kid can make the video call from the watch. I was able to video call the two kids on each their watch while they were away today. I’m not quite sure how else to help. 

I lied, they can make video call from the watch as well. 

I am having this same problem. I can video chat the watch but the watch is only receiving video. 

Same issue. I just purchased this watch. I am able to place the video call as admin/ guardian but I get a text from the watch saying :  �Watch Auto-reply]
Video calling is not available right now. Please try again later.

No video icon on the watch. After spending 1.5 hours with costumer support / tech support with no resolution I am beyond frustrated. They have referred me to engineering and said they will call me in 24 hours. 

I purchased this watch instead of the other similar kids watches on the market because I was a t mobile  costumer. If this is not resolved soon I will return it, cancel the line and purchase  a kids watch from another vendor. 
 

Just got the watches yesterday but could not get the video chat to work. After doing a lot of looking around the web for answers, seems like both phone app and watch firmware need to be up to date. Left the watches on chargers overnight so they could update. This morning I was able to video call both watches. Hope this helps! 

I don’t understand. I have tried this with no luck. I also went to the store and the guy had told me that they don’t do video calls. But online it shows the kids using that feature. 

I left the watch charging overnight.  It worked but for some contacts the video icon still didn’t show up. I’ll keep it charged again and see if it updates. 

The video call icon randomly popped up on the watch today (finally). As the admin I was able to call the watch and vice versa. My husband is listed as the guardian and there is no video call option for him at the moment. I will try to update his app again and see if it works. FYI, only guardians and admin can video call (up to 6 minutes). 

I just got my new watch, 2 watch actually, for my kids. I am the admin and I was able to add my other kids’ contact number to the watch. It can call the numbers except for my number. It will just ring and then busy tone, no message was being receive. I tried calling the watch and it will just give me a busy tone as well. I’ve called customer care and transferred to texh support, I’ve removed and add again the watch to my syncup app, but still has the same issue. I really dont know what to do now. 

We are having the same issue.  The video call icon doesn't show up and we are unable to place video calls.

Update: we updated our iPhones and it worked for us.. they sent us a replacement and we didn’t need it in the end