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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.
Kindly note that we are unable to offer support for 2nd hand watches (eg bought on eBay, given to you from a friend etc), only for customers that have bought directly from us.
We offer email support only. We are unable to offer phone support.
Before contacting us: Please check the FAQ below, as your question may be answered there:
The screens on the watches can not be replaced as they are wired and glued internally inside the watch. We sell screen protectors, but these will only prevent large scratches on the watch face and won't prevent the screen from cracking if the force of impact is too great.
Yes. Please use the sim card that we provide. The watches won’t work with other sim cards. Our sim cards run off the EE network. If EE signal is bad in your area, please consider purchasing another brand where you can use an alternative sim card.
All of our watches are supplied with TWO layers of screen protection (both already attached to the watch). The first layer has a tab, which is pulled off. Beneath this is another layer of protection. We advise to leave this on (unless you've purchased a screen protector from us)
When setting a password for the Kidsnav app, please ONLY use letters (uppercase or lowercase). Please do not use special characters (eg £$&* etc)
If you're unable to scan the QR code on the back of the watch, please manually type the REG CODE. Please enter the REG CODE and not the IMEI number.
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 watch isn't switched on.
2, The sim card has run out of credit. Networks are known to disconnect a phone number if credit hasn't been applied within a 4 month period. Call 150 from the watch to check the balance.
3, Please take the watch for a walk so you receive a better data connection.
4, You are using the wrong app. Only our 8 4G/Video calling watches are compatible with the Kidsnav app. Please DO NOT use an app that isn't our own (otherwise the watch will lock onto another apps server and will take us approx 2/3 days to change back)
5, if you've tried all of the above, please send the following text message command from your mobile phone, to the phone number of the watch (Exactly as it appears, all lower case with no spaces). You'll receive a text message back to your mobile phone with all of the watch information, please send us a screenshot of this (to firstname.lastname@example.org) and we will work out the issue:
The watch will only update when a new signal has been found (whether that be GPS, WiFi or LBS). The watch will only pick up an accurate GPS signal when it's outdoors and in motion.
Please see an example below. My daughter Lucy left her watch at our office. I checked the location of the watch at 11.11pm and it hadn't updated since 4.29pm. The reason for this is that the watch hasn't moved location.
Firstly, please ensure that the app is set to update every 10 minutes (you do this by opening the app and selecting 'Location Update Schedule'
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 GPS location. You're able to see what positioning accuracy the watch currently has on the map on the app. It will either be GPS, WiFi or LBS. The later two are less accurate as GPS.
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.
We receive this question alot, but the truth is, when your wacth is connected to your home wifi, it has no affect on the location of the watch at all.
Wi-Fi Positioning System (WPS) is a geolocation system that relies on Wi-Fi to locate compatible devices and users. Wi-Fi often works alongside GPS to improve accuracy. Companies like Google, Apple, and Microsoft use GPS to identify Wi-Fi networks, which can then be used to find someone's device as it relates to nearby Wi-Fi.
Wi-Fi positioning is useful in urban environments, where there are many wireless networks broadcasting within the same area. It is also useful in places that are out of reach to GPS, such as tunnels, large buildings, and underground structures.
However, WPS does not work when out of range of a Wi-Fi signal; if there aren't any Wi-Fi networks around, then WPS will not work.
IMPORTANT: Wi-Fi Positioning System is not to be confused with Wi-Fi Protected Setup, which shares the same abbreviation (WPS). The latter is a wireless networking system that's meant to make it faster for devices to connect to a network (eg: WiFi in your home)
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)
If you have a holiday planned, we advise you to save the phone numbers in the app with the UK dialing code. For example, if you have a phone number stored in the app as 07111222333, this should be changed to +447111222333 (include the + symbol) before you leave the UK.
Our watches will work in the UK and Europe, and anywhere in the world. Please ensure you check the data roaming costs when travelling outside of the UK
I'm afraid that we only deliver our watches to the United Kingdom. We are a UK based company.
If you're setting up your watch, please ensure that you're following our setup guide link on your watch box