Help Center

Last updated: 11/4/2015   Go Watch (-MB)   |   Onetouch Watch (-MB)

FAQs for Onetouch Watch

  • • What can I do when my Watch can’t be detected?
    1. Press the Power key to light up the screen. Your Watch can be detected for only 3 minutes after the screen is off.
    2. Turn on Bluetooth if it is disabled.
    3. Enable the Bluetooth service in your device to search for other.
  • • What can I do when my Watch fails to pair with my device or the pairing is slow?
    1. Press the Power key to light up the screen. Your Watch can be detected for only 3 minutes after the screen is off.
    2. Make sure the communication between your Watch and device is normal.
    a)    Check the Onetouch Move app on your phone. If your Watch connects to your device, you will see a icon in the top right coner. If the Watch fails to connect, the “√” mark will change to “×” in the middle of the icon. b)    If you see the Bluetooth icon on your Watch, it means that your Watch failed to pair with your device.
  • • What can I do when my Watch often disconnects from my device?
    1. Make sure that the Onetouch Move app isn’t stopped by a system tool. If it has been stopped, restart the app.
    2. Make sure the communication between your Watch and device is normal.
    a)    Check the Onetouch Move app on your phone. If your Watch connects to your device, you will see a icon in the top right coner. If the Watch fails to connect, the “√” mark will change to “×” in the middle of the icon. b)    If you see the Bluetooth icon on your Watch, it means that your Watch failed to pair with your device.
  • • What will happen when there are other devices connected to my device?
    1. It is normal if the rate of transferring files using Bluetooth decreases.
    2. It is normal if the Wi-Fi speed slows down. Note that the Wi-Fi speed will be severely affected for some devices with defects.
  • • How many BT 4.0 Low Energy (BLE) devices can be connected to my device at most?
    Up to 5 BLE devices can be connected to my device at the same time.
  • • Why does the battery consumption increases after installing Onetouch Move and connecting Watch to my device?
    This is normal and the consumption includes:
    1. Keeping connection between your Watch and the device.
    2. File transfer between your Watch and device.
    3. Disconnection, device scanning, and re-connection.
  • • What can I do when my Watch doesn’t charge?
    1. Make sure the USB connector of your Watch is correctly inserted into the computer. (The chip on the USB connector must contact that of the computer.)
    2. Make sure your Watch is tightly inserted into the USB port.
    3. Sometimes, if your Watch’s battery is completely empty, it needs some time to activate the battery and the system.
  • • What can I do when the vibration doesn’t work?
    1. Charge and make sure that the battery has power.
    2. Make sure the connection between your Watch and device is not interrupted
  • • Why does my Watch does sometimes vibrates unexpectedly?
    1. Check if you have received a notification.
    2. Make sure that your Watch is not too far away from your device.
  • • What can I do when my Watch doesn’t respond?
    Press and hold the Power key for 10 seconds to restart Watch. This is only for emergencies.
  • • How can I factory reset my Watch?
    1. If none of the answers above solve your problem, factory reset your Watch.
    2. Touch in the Onetouch Move app. Touch Watch->Settings->Factory Reset and reset your Watch.
  • • How to get the most accurate results for your heart rate?
    For the most accurate results, tighten the Watch firmly around your wrist. Even in ideal conditions, the Watch may not be able to get a reliable heart rate reading for everyone. For a small percentage of users, various factors can make it impossible to give a heart rate reading. A couple of things can help Watch to get the most consistent and best heart rate readings possible:
    -   The back of the Watch needs to contact the skin.
    -   The Watch needs to be firmly tightened around your wrist but keep some space for your skin to breathe and let the sensors do their job.
    -   You can tighten your Watch for workouts and loosen it after you are done.
    -   The sensors will only work if you wear the Watch on the top of your wrist.
    If your Watch doesn’t stay in place, or your heart rate can’t be measured, tighten the band a bit. Your Watch should be worn tight but comfortable.
  • • Which device could be compatible with Watch?
    Please check following list:
    Minimum requirements for paired devices
    Android 4.3 / iOS 7 / Bluetooth 4.0
    Compatible devices
    • ALCATEL onetouch
    • HERO 2 HERO 2C HERO 8 PIXI 8 PIXI 7
      POP D5 POP Astro POP S7
    • Apple
    • iPhone4s iPhone5 iPhone5s iPhone6 IPhone6 Plus
    • Others
    • Samsung Galaxy S5 LG G3 HTC One Max Motorola Moto G SONY Xperia Z3
      Samsung Galaxy Note3 LG Nexus 5 HTC One (M8) Motorola Moto X HUAWEI Ascend P7