Gabb Phone 4/MyGabb - error pairing child's phone

KEm
KEm Member Posts: 4
in Gabb phones

Hi, my son's Gabb Phone 4 arrived today but I'm having trouble getting it connected to my account, I keep getting an error message when I try to scan his QR code in the MyGabb app on my phone. We both have good signal and I've restarted his Gabb phone a couple of times now, which is what the app suggests when I get the error, so I'm not sure what else to try.

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Answers

  • Gabb Product
    Gabb Product Administrator Posts: 127 Admin

    Hi @KEm,

    So sorry to hear about the trouble you have experienced when attempting to pair to your new Gabb Phone 4 Pro through the MyGabb app. Our team was informed about this error and recently pushed out an update that will help resolve this. Please follow these troubleshooting steps to update your MyGabb App:

    Please follow these steps to update your MyGabb app:

    1. Delete the MyGabb app from your parent phone
    2. Re-download the MyGabb app from the Apple Store or Google Play Store
    3. Log out and back into the MyGabb app 
    4. Pair to the Gabb Phone 4 Pro

    It is also a great idea to make sure your device is on the most recent update by following these steps:

    1. Update Firmware and Software on the Gabb Phone 3 Pro:
      1. Navigate to the Knox E Fota app and check for updates
      2. Google Play Store app and tap the circle in the top right > Manage Apps and Devices > The second line should say "All apps up to date" or "Download/install updates."

    Hope this helps!

    -Gabb Product

  • LauraB
    LauraB Member Posts: 3
    edited September 4

    my Gabb4pro is having the same issue. I’ve tried all the steps above. What else can I do?

    IMG_2521.png

  • ReaganKowal
    ReaganKowal Administrator, Moderator Posts: 624 Admin

    Hi @LauraB,

    Here is another troubleshooting step that could help!

    • Resets in the settings:
      • Open Settings App -> System -> Reset Options -> Reset Wifi & Bluetooth
      • Open Settings App -> System -> Reset Options -> Reset App Preferences -> Reset Apps

    If you continue to experience this error after following all the troubleshooting steps, a great next step would be to contact out Customer Support team to ensure the device has been properly activated. You can contact Customer Support by chat on www.gabb.com, or by phone at 385.235.6646 Monday-Friday from 7:00 a.m-6:30 p.m., MT or Saturday from 7:00 a.m.-3:00 p.m. MT.

    Hope these troubleshooting steps helps!

    -Reagan

  • AC13
    AC13 Member Posts: 1

    What is the update to sync my son's new Gabb4pro to my phone. It is showing the same error and I am frustrated. I have tried multiple times to link but nothing is happening.

  • ReaganKowal
    ReaganKowal Administrator, Moderator Posts: 624 Admin

    Hi @AC13,

    So sorry to hear you're having trouble pairing to your device after following the troubleshooting steps above. The next step needed would be to work with Customer Support to ensure the device has activated fully. You can contact Customer Support by chat on www.gabb.com, or by phone at 385.235.6646 Monday-Friday from 7:00 a.m-6:30 p.m., MT or Saturday from 7:00 a.m.-3:00 p.m. MT.

    Thank you!

    -Reagan

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