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. Alternatively, perform a soft reset by holding the power button for 20 seconds until the watch vibrates. This does not delete any user data and can often resolve pairing issues without requiring a full reset.

To perform a soft reset: Hold down the power button on the back of the watch until it vibrates. The watch will shut down and restart automatically.

To perform a factory reset, follow these steps: Before starting the factory reset, you may want to try a soft reset to see if it resolves the issue without erasing data. Ensure the watch has at least 2-3 bars of signal strength before proceeding with the factory reset. Move to an area with stronger signal if necessary.

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, continue troubleshooting in the next section.

Update the Watch Software Ensure the watch is running the latest software version. If not, update it before attempting to pair.

Check for SIM Issues

If a damaged, inactive or wrong SIM is used, this could also prevent the watch from pairing. Ensure the SIM card is inserted properly, is active, and has sufficient credit or data. Check that a mobile or Wi-Fi network connection is established.

Addressing Call and Contact Issues

If calls from a trusted number are being blocked or labeled as unknown, here’s what you can do:

Add Contacts to Trusted List:
- Spacetalk watches only accept calls from numbers saved in the Trusted Contacts.
- Add the phone number to the Trusted Contacts list using the Spacetalk app.
Review School Mode Settings:
- School Mode may block incoming calls during active times. Check if the calls are made during school mode times.

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 read 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? Additionally, ensure the watch is receiving at least 2-3 bars of signal strength. Weak signal can also prevent the SIM from being read properly. Ensure the watch is in an area with at least 2-3 bars of signal strength for optimal functionality.

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. (For Australia you can use: 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 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 the SIM works in the other device but the watch still fails, try making a test call from the watch to verify two-way communication.

Reinstall the Spacetalk App If the watch appears connected but doesn’t show up in the app, uninstall and reinstall the Spacetalk app. Then repeat the pairing process.

Soft-Locking

If your 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* in applicable countries. If you don't have a Spacetalk Mobile plan, your watch will not pair to the app. There is an unlocking fee if you want to unlock your device. To do this chat to Support.