Support

Support

Troubleshooting guide: quick and simple solutions to our most common questions.

Please follow these steps:
  1. Put the watch on charge for 2 hours.
  2. Disconnect the charging cable.
  3. Hold the button down until you feel the watch vibrate (at least 5 seconds).
  4. The date and time will now appear on the screen again.
If the watch screen is still blank, please try charging using a different socket.
Here's a quick video explaining how to change watch straps yourself. However, if you're not sure about any of the steps involved, we would recommend having them changed by a jeweller.
Please follow these steps:
  1. Hold down the button on your watch till you hear it say 'SOS Call Initiated'. It will also show this on the screen.
  2. The watch will start to call the team and you will hear it ringing.
  3. When the call connects, please let our monitoring team know that you are doing a test call.
  4. End the call when you are ready by pressing the button again.
If you are unsure or have any questions, please contact us using the form below or call us on 020 3868 5575.
If you are concerned that a payment hasn’t gone through, don’t worry, we won’t change or stop your service before speaking to you. Please contact us using the form below to let us know. We will get back in touch with you as soon as possible. Until then, your service will run as usual.
Please follow these steps:
  1. Identify a different wall socket that you know is fully operational.
  2. Connect the charging plug to this socket.
  3. Ensure the cable is pushed fully into the charging plug.
  4. Connect the other end to the watch, ensuring the magnets stick.
  5. Leave for 2 hours.
  6. Try switching the watch on by holding down the button till you feel a vibration (at least 5 seconds).
Please note it might take 15-30 minutes to show the battery charging image on the watch screen.
To update your records (e.g. change your address or emergency contacts), log in and update your profile any time. You can access your profile using the 'Log In' or 'Go To Account' button at the top right of this page.

We will then check and update your records accordingly.
For any other queries. Please try restarting your watch following these steps:
  1. Press and release the button a few times until you see 'Power Off' on the watch screen.
  2. Whilst 'Power Off' is showing on the screen, hold down the button until the watch vibrates.
  3. The watch will then show 'Bye Bye' and switch off.
  4. Wait 30 seconds.
  5. Hold down the button again to switch it on.
  6. Wait 5 minutes.
  7. Place a test call to our team.

If you have tried the above and are still experiencing any problems, please complete the form below including as much detail as you can. We will get back to you as soon as possible.