Adjusting your device's location

If your child’s watch or phone is showing an incorrect or unusual location, there’s often a simple reason behind it. Here are the two most common causes and how you can fix them.

📌 The device shows the same incorrect location repeatedly

Sometimes, the watch may jump to a distant point that’s not even close to where your child is. If this happens consistently, it’s likely caused by WiFi-based positioning.

This means the watch is trying to determine its location using nearby WiFi networks — and one of those networks has outdated location data.

Why does this happen?

If a WiFi router was moved from its original location, but the location data hasn’t been updated in the central database, the device may mistakenly “think” it's wherever the router used to be.

How to correct the location: Open the Xplora app and choose the watch showing the wrong location. Tap the map view, then tap Report location in the lower part of the screen. When the incorrect location appears, drag the pin to the correct address or enter it manually. Tap Save once the pin is in the right place. Repeat the process each time the watch shows the wrong location. It may take up to 20 manual updates for the system to learn and fix the location permanently. 💡 The correction must be done while the incorrect location is showing on the map.

Still having trouble?

If the issue persists after manually correcting the location, we’re here to help. Please contact us and provide the following information:

• The incorrect location being shown on the app
• The correct address
• The date and time when the issue occurred. Please don’t wait too long — location history is only stored for 72 hours!
• IMEI number of the watch

🗺 The map looks outdated

If the location seems generally correct but the map itself is wrong (e.g. it shows a field where a new building now exists), this might be due to outdated map data.

We use OpenStreetMap (OSM) — a public map platform where everyone can contribute by updating map details. This helps keep the maps up to date with new roads, buildings, and other landmarks.

You can help improve the map:

1. Visit openstreetmap.org
2. Create a free account
3. Use the editing tools to update roads, buildings or other features

💡 Only make changes you’re confident about, and check reliable sources when possible.

Try Felix first!	Send us an email	Call us
Felix can help you more than you think! And it's easy to make an inquiry anytime. Click on the red bubble to get started.	Fill in our contact form to reach us by email. 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.	Phone line: 866-501-9446 Opening hours: Monday - Friday, 12:00pm to 6:00pm EST