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The app says the watch is "offline"

The app says the watch is offline and I can't send anything to it.

If the app cannot communicate with the watch, you will see "offline" or "cannot receive commands". This is almost always because the watch has no internet connection.

What you need

  • The watch with the SIM card inserted.
  • To know which network your SIM card is on.

Step by step

  1. Check that the SIM card has internet: put it in a phone and open a web page. Then put it back in the watch.
  2. On the watch, go to "Settings" and then "Mobile network".
  3. Turn on "Mobile data" if it is off.
  4. If the SIM card is not a SaveFamily one, the watch may need your network's internet setting. Call us and we will tell you what it is.
  5. Switch the watch off, wait 10 minutes and switch it back on.
  6. Open the app and check that the watch no longer shows as "offline".

When you have finished

Once the watch has internet, you will be able to see its location, add contacts and change settings from the app.

Tips

  • If you use the old app with a new watch, you will also see "offline". Use "SaveFamily Connect".

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.

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