Some users may encounter problems with their smartwatches not staying connected to their Admin app or struggling to maintain a stable connection to perform basic functions, like calls or location updates. We understand perfectly that these issues can be frustrating, but there are several steps you can take to troubleshoot and resolve them:
Check Signal Strength and Network Type
The most common cause of connectivity issues is a weak or unstable signal.
Make sure your watch receives good signal and is located in the 4G coverage area by swiping down the main screen from top to bottom. In the upper left corner, you will see a signal bar and an icon indicating the network type.
If the connection is weak, try moving the watch to an area with better signal before testing the failed action again. Coverage can easily vary from one place to another and is generally better in outdoor areas with a clear skyline.
Restart Your Watch
Sometimes, simply restarting your device can fix connectivity issues. Turn off your child's watch, wait a few seconds, and then turn it back on. This can help reestablish the connection and resolve any temporary glitches.
Update Software
Ensure that both your smartwatch and smartphone have the latest software updates installed. We sometimes release updates to address connectivity issues and improve the watch's and app's performance. Check for updates in the settings menu of your devices and, if available, install them at home, with Wi-Fi turned on.
Test Other SIM-Cards
If possible, try using a different SIM-card in the watch for testing. Sometimes, SIM-cards can become damaged or experience issues that affect connectivity.
Remember Limitations
Xplora watches, like other kids' smartwatches, are not professional tracking devices; they are primarily designed as wearable technology with GPS and call features. Due to their smaller antennas, smartwatches may not always receive signals in areas where smartphones can, and rely heavily on strong network signals.
Contact Customer Support
If none of the above solutions work, please reach out to us through our contact form, and we will do our best to offer you personalised troubleshooting and advice on further steps.
In the message, please include all the necessary details that will speed up the troubleshooting process, such as the proof of purchase of the watch, the IMEI number of your watch, the name of your SIM-card provider, and a photo of the connectivity symbols that appear on the watch's screen.
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