There could be various reasons why your watch isn't pairing to your app. Try the following troubleshooting steps to see if they can fix your problem.
Can't see 'Tap to Pair'?
If you are not getting the "Tap to Pair" message, it may have attempted to pair previously but have failed during the process. You should try a factory reset to make sure you are starting the pairing process from the beginning.
To perform a factory reset, follow these steps:
simply swipe down from the top of the screen,
press 'Settings',
scroll down and press 'Factory Reset', and
enter the last 4 digits of your watch's IMEI number (this can be found under 'Settings'>'Information' or on the box the watch was purchased in).
Your watch will then reset and you should be able to see 'Tap to pair'. If you still don't see 'Tap to pair' after the factory reset, contact Support.
Check for SIM Issues
If a damaged, inactive or wrong SIM is used, this could also prevent the watch from pairing.
Damaged or Worn SIM
We'll start by turning your watch off then removing the SIM tray from the watch. If you're unsure how to do that, you can use the Insert a SIM guides to help.
See if the metal contacts on the SIM or the watch are damaged or worn. If they are, contact Support to initiate a repair. Don't forget to take a photo of the back of the watch with the SIM card reader exposed as we may ask for this for the repair order.
Is the SIM being ready by the watch?
Are there any signal bars shown in the top left corner of the watch? If not, are you getting an error message, such as SOS, No SIM or Emergency Calls Only?
If the watch is showing one of those error messages, it means that there is an issue with the SIM card or network. Try the following troubleshooting steps:
Check if you have adequate coverage in your area on the Coverage Map.
Check that the SIM is correctly inserted into the watch by removing the SIM and re-inserting it back into the watch. You can use the Insert a SIM guides for help.
If that still doesn't work, try inserting the SIM into another device like a mobile phone to make a call and go to a webpage. If the SIM works in the other device, it shows that the SIM is active.
If you are in Australia:
The SIM is active but you still can't pair, check if you have a Spacetalk Mobile SIM? Spacetalk watches are soft-locked to Spacetalk Mobile plans*. If you don't have a Spacetalk Mobile plan, your watch will not pair to the app. There is an $80 unlocking fee if you want to unlock your device. To do this contact Support.
*Spacetalk devices purchased from Telstra or Optus are unlocked.
Still having Trouble? Let Us Help!
If you are still having issues after trying the above steps, our Support team is here to help.