If your child's watch isn't showing data usage or struggling to connect, we're here to help!
Restart your watch
Sometimes, a simple restart is all it takes to establish a network connection. If the watch and the subscription are both successfully activated but there’s still no sign of data usage, try this:
-
Take the watch outside to an open area with good coverage.
-
Restart the device a couple of times through the watch's Settings menu.
After restarting, the watch should connect and work as expected!
Check network connection
To verify that the watch is connected to the network:
-
Check the symbols that appear at the top of the watch’s screen. If you don't see anything, swipe down to display them.
-
Look for the signal bar and network type:
-
Ideally, you should see a full signal bar and a 4G icon. If your watch supports VoLTE, you’ll also see an HD icon on the screen, indicating clear call quality.
-
If you don’t see any signal bars, it means the signal isn't strong enough where you are currently located. Change your location to see if the signal improves. If the signal bar remains empty, it indicates there is no service in your current location, and the watch may regain functionality when moved to an area with better coverage.
-
If you don't see any network symbols, it means your SIM card doesn't have a data connection yet, either because it hasn't been activated by your provider, due to an incompatibility between the SIM-card and the device or other carrier restrictions.
-
Enable domestic roaming
If your Xplora watch is unable to access data or make calls even though you're in an area with good connection, check if domestic roaming is enabled on your device. Here’s how you do it:
- Navigate to the settings menu of your watch.
- Scroll down to Data roaming.
- Enable data roaming.
- Restart your watch through the settings of the device.
You may receive a notification on the watch saying that this might generate some costs, however there will be no extra charge, as this is an agreement made between your carrier and other networks, and it's all included in your plan.
Save correct APN settings on the watch (AT&T users with ICC 890128 SIM-cards)
Visit this page to learn about how to troubleshoot this issue.
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.
| Try Felix first! | Send us an email | Call us |
|
Click on the red bubble to get started. |
We use contact forms instead of a direct email address to ensure we get all the details we need to help you quickly and efficiently. You'll receive our responses by email. |
Opening hours: Monday - Friday, 12:00pm to 6:00pm EST |
You can reach us by phone, email, or through our chatbot, Felix.