We operate Monday – Friday.
Emails received after 4pm on a Friday, and over a weekend will be answered on the following Monday/Tuesday. Thanks for your patience. Please do check the FAQ below, as your question may be answered there.
If you can’t find what you’re looking for, please contact us and we’ll get back to you ASAP.
Please note: The FAQ below refers to the new 4G watches using the KiDSnav app, not the 2G watches that use the Find my Kids app
The watch needs to recognised that there is data on the sim card that you’re using in the watch. To do this, you need to set the APN. This is explained in the setup guide. Please follow the link provided with your watch to set up. Please also ensure that there is credit on the sim card and you can see signal bars.
This happens very often, and we receive many emails about
this but it’s perfectly normal. If setting up a GPS watch indoors, a watch won’t
be able to find a GPS signal (as GPS signal can’t be found indoors). The watch
will show either a WiFi or LBS signal. WiFi signal will be showing an open
source WiFi signal and LBS, the less accurate of all, will show the watch’s
local LBS signal tower. LBS stands for Local Base Station. Take the watch for a
walk and the location will update, or you can press the green icon on the map
on the KiDSnav app to manually search for GPS signal.
It can take awhile for app to start showing GPS coordinates
as the watch needs to lock onto at least 3 satellites to beam back an accurate
Our watches will only work in the UK and Europe. If you are using your watch on a holiday in Europe, you won't be charged any extra for data roaming charges, but it's best to check with the network/tariff first.
Please find o2's 'Euro Zone' list > HERE <
If you're planning to visit a European country and it's not on the o2 list, please contact us and we can advise the best sim card for you. We occasionally stock sim cards from other networks
Yes you can!
Both parents can have the app installed on their phones and receive the same updates.
The best option (if you’re using the provided o2 classic sim
card) is to simply add the phone number 2202 to the phonebook in the app. This
means that you will be able to call ‘2202’ from the watch and it will connect
to o2 and read out the remaining credit balance.
We advise to turn the LBS (local base station) positioning off via the app. This means that you won't see any LBS updates, only accurate GPS and WiFi positioning coordinates.
Have a question, want to leave feedback or simply just say “Hi”?
If you’re setting up your watch, please ensure that you’re following our setup guide link on your watch box