I get "device number does not exist, adding failed" when I try to register my new watch. What do I do?
New watches work with a new app called "SaveFamily Connect". If you use the old app (the one with the three little birds logo), you will get an error such as "device number does not exist". This is normal and easy to fix.
What you need
- Your mobile phone.
- The watch, switched on and with the SIM card inserted.
- The watch box or the card that comes with a QR code (a square made of small black dots).
Step by step
- If you are only going to use new watches on this phone, delete the old app (the one with the three little birds). If you also have an old watch, do not delete it.
- Open your phone's app store: "App Store" on iPhone or "Google Play" on Android.
- Type "SaveFamily Connect" in the search bar and tap "Install" or "Get".
- Open the app. Tap "Register". Do not tap "Log in": even if you already had an account in the old app, you need to create a new one here.
- Enter your email address and a password. You can use the same ones as in the old app.
- Look in your email for the message with the verification code and enter the code in the app. If you cannot see it, check your "Spam" or "Junk" folder.
- When the app asks you to, point your phone's camera at the watch's registration code. It is not the large QR code in the instructions: if you are not sure which one it is, see Which code do I need to scan to connect the watch?
- Wait a few seconds. You will see your watch on the home screen and on the map.
When you have finished
Your watch is now connected. The first time, it can take up to 3 days for the location to become accurate. This is normal.
Tips
- If you get "unexpected error", another member of your family may have already connected the watch. See the guide How to see the watch on another family member's phone.
Still not working?
If it still does not work after following these steps, contact us via the chat on our website or by phone, during our customer service hours. Have your order number to hand.