Customer Service

Please follow the setup guide link that we provide with the watches. The link is:

www.kidsnav.com/guide

Our setup guide is written in a step by step format

We’re very sorry, but screens on the watches can’t be replaced as they are wired and glued inside the watch. Cracked screens are not covered by warranty.

We do offer screen protectors, but these are to prevent large scratches and won’t prevent a crack in the screen if the force of impact is too great, as explained on the product page

www.kidsnav.com/product/screen-protector/

Please kindly note that we are unable to supply watch faces on their own. Our watches are shipped as complete units from our UK warehouse.

We can provide you with your PUK code. Please email us with the phone number of the sim card and we’ll be able to send you your PUK code.

This is a question we’re asked every day. Device offline can mean a number of things:

If you have just set up your watch:

If you’ve just set up your watch and you see this message, please call 150 (from the PHONE section of the watch) and the balance of the sim card will be read out. If it reads as zero, it sounds like the network hasn’t added the £1 free credit to your sim. You can log into your 1pmobile account and contact them and they will resolve this. (it could also be due to one of the reasons below)

If you‘re an existing user and see the message it could mean

1, the watch is switched off

2, the sim card has run out of credit or been disconnected due to not being topped up. Please call 150 from the watch to check your balance and log into your 1pmoble account to check when your next top up due date is

3, it could be a low internet signal in your home. Please take the watch for a walk

4, you’ve connected to another app, like Find my Kids for example. If you do this, the watch will be locked onto their app (and this may take us a couple of days to fix)

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 contact@kidsnav.com) and we will work out the issue:

pw,123456,ts#

If you call 150 (from the PHONE section of the watch) and it asks to contact customer service, this means the sim card has been disconnected due to not being topped up within the network’s time frame. Please log into your 1pmobile account and contact the network and they will reactivate your sim.

https://www.1pmobile.com/log-in

This could means the sim card has been disconnected due to not being topped up within the network’s time frame. Please log into your 1pmobile account and contact the network and they will reactivate your sim.

Or, it could also mean that the network is down. We advise checking the 1pmobile (EE) status page via the link below:

https://downdetector.co.uk/status/ee-everything-everywhere/

Please kindly note that we are not the phone network, please log into your 1pmobile account and contact them via their online chat portal.

We receive this question alot, but the truth is, when your watch 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)

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.

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 esnure the watch is set to update every 10 minutes) 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 don’t advise you add credit to the sim card straight away. It’s best to test the sim card before commiting to adding credit. We can not refund for any credit added to the sim card. We offer £1 free credit on them so you can test before adding funds to it.

When setting a password for the Kidsnav app, please ONLY use letters (uppercase or lowercase). Please do not use special characters (eg £$&* etc)

If for whatever reason you’re unable to scan the QR code on the back of the watch, you can either type out the REG CODE or on the watch, swipe until you see QR code and it’s the REG CODE that needs to be scanned.

If you see this error message when trying to register your sim card, please contact us as it’s a faulty sim. This is very rare and we’ll post a replacement sim card to you asap.

You can check the balance of your sim card by calling 150 from the ‘Phone’ section of the watch.

If you’ve set up your new watch and your new account with 1pmobile and the balance of the sim is zero (despite showing £1 credit in your 1pmobile account), please log into your 1pmobile account and contact them direct and they will add the £1 for you.

This happens rarely, possibly 1 in every 100 sim cards.

Please add two phone numbers in the phone book for the same person. For example, please see below:

The app needs to know which country the watch is in before it can show certian features. For example, the sound guardian is banned in Germany and Norway, so the app needs to know that the watch isn’t located in one of those countries before it can be displayed.

Update the app to update every 10 minutes and after the watch has found a GPS signal, you’ll see the features appear.

Please ensure that all notifications are enabled for our app on your mobile phone. You normally do this by going to settings (on your mobile phone), locating our app and allowing all permissions.

Contacts are added to the watch via the ‘contacts’ section on the app. Once you add contacts in the app, you will see them appear on the watch.

This is a dummy answer, update later.

Only those that have the app installed on their mobile phones and the watch binded to their app can video call the watch.

We receive many emails about this message, but it’s normal to see this. It just means that the touchscreen of the watch is disabled whilst the watch is charging.

This can be for a few reasons, but the main two are:

1, the pedometer/steps have been left enabled. When these are enabled, the watch will update every 2o seconds, not the standard 10 minutes

2, the sim card hasn’t been topped up within the networks time frame. If the sim card hasn’t been topped up within the networks time frame, they will disconnect the internet connection on the sim. If this happens, the watch will keep looking for a connection, resulting in high battery consumption.

Please log into your 1pmobile account and check when your next top up is due.

3, Please ensure that bluetooth is disabled on the watch.

4, it’s an old watch. Like any lithium battery, the more it’s charged, the weaker it becomes over the years. This happens with mobile phones too.

Please check that the 4 pins on  the charging cable are connecting to the 4 pins on the back of the watch. The watch won’t charge unless all 4 are connected to eachother.

Try using a different USB charging port and different cable if you have one.

To avoid any battery issues, please ensure the watch is switched off after use and for the battery not to be left to run flat.

Batteries can not be replaced. They are wired internally. If there is a battery fault, the watch will need to be replaced (if under warranty).