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.
When binding a KiDSnav watch to our app, please don't use any symbols or any characters that are not letters. For example, our customer below couldn't bind with app as she was using an apostrophe when naming the watch. Instead of naming the watch Evelyn's watch. It should be named Evelyns watch (no apostrophe), or simply Evelyn
If you see this message (below), can mean a number of things.
1, The sim card has run out of credit. If using the o2 classic sim card (that we provide), please ensure that this is topped up with £10 at least once every six months to keep the number active
2, You haven't set the APN. If the APN hasn't been set, the data on sim card won't be activated. It's very important to follow our guide. Our direct link to our guide can be found >HERE<
3, If you have credit on the sim card and you've set the APN, please take the watch for a walk so you receive a better data connection
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. Please note that the first person to bind a watch to the app is automatically assigned to be the 'administrator' of the watch. This means that they will need to give authorisation to anyone else that binds the watch to the app (via the app on their phone)
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.
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.
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