Gabb 3 watch not tracking steps

Opticlone
Opticlone Member Posts: 2
edited June 5 in Gabb watches

I just got my kids Gabb 3 watches 2 weeks ago and notice when I was trying to see their steps it always 0 even when I go to their watches and going to Gabb Go app to steps.

Does anyone know what I need to do to fix this?

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  • ReaganKowal
    ReaganKowal Administrator, Moderator Posts: 633 Admin
    edited September 13

    Hi @Opticlone,

    Welcome to the Gabb family with your new Gabb Watch 3s! Sorry to hear you're experiencing some trouble with the step counter and the Gabb Go. Here are a few troubleshooting steps to start with:

    First. You'll want to Update Apps on your Gabb Watch 3 by following these steps:
    1. Connect Gabb Watch to WiFi by going to the settings app
    2. Open the ID app on the watch
    3. Tap Update Apps until the screen says "Apps are up to date!" You may need to tap the button multiple times. This may take several minutes to finish.
    4. Turn the watch completely off by holding down the power button for 4 seconds, select the power off icon on the watch screen, wait 15 seconds, then hold the power button for another 4 seconds to turn the watch back on.

    Screenshot 2024-06-05 at 12.06.50 PM.png

    Second. Update System on your Gabb Watch 3:

    1. Connect to WiFi
    2. Place watch on charger. Watch must be charged to at least 30% before updating
    3. Open the Check for Updates app (shown below)
    4. Tap the update button. The watch will automatically restart when the update is done.
    image.png

    Third. check to ensure your MyGabb app is on the most recent update:
    1. Apple Store OR Google Play Store
    2. Select the MyGabb App
    3. Select Update

    Hope that helps!

    -Reagan

  • LauraJones
    LauraJones Member Posts: 7

    Customer support helped by doing a sync to our watch when this happened to us. It really helped!

  • Jolonds
    Jolonds Member Posts: 3

    I am having the same issue. I've spoken to support and they all say they're aware of the issue and trying to fix it, but it's been MONTHS. I'll see if they can sync my son's watch. Thank you, Laura.

  • uoalea
    uoalea Member Posts: 2

    We have the same issue. We are sending one back because of it and now the new one seems to not be tracking steps either. I hope they finish it soon. This is a feature we use and it goes along with the pet game on the watch.

  • mom003
    mom003 Member Posts: 3

    We just got our watches and are having the same issue. We confirmed all apps are updated, the software is updated, we restarted the watches and the issue persists. (We also have the issue changing the Primary’s name and photo which I saw has been an issue with others for awhile too).

  • Jensencru
    Jensencru Member Posts: 4

    My kids still don’t have the tracking steps feature working. I’ve talked to the troubleshooting chat people and sent a message. All apps updated, all updates installed for software, watch has been restarted. @LauraJones how were they able to do a sync to your kids watch? What did you do to get that sync? I would love one too!

  • ReaganKowal
    ReaganKowal Administrator, Moderator Posts: 633 Admin

    Hi @Jensencru,

    Sorry to hear you are experiencing trouble with the step counter after the troubleshooting steps above. The Sync @LauraJones referred to is done by our Customer Support team. They are able to do this sync and several more troubleshooting steps that can help resolve this issue. You can contact Customer Support by chat on www.gabb.com (bottom right corner chat box), 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. If troubleshooting does not solve this issue, they will be able to escalate your information to our Product Team to investigate. Thank you!

    -Reagan

  • Gabb Product
    Gabb Product Administrator Posts: 127 Admin
    edited September 13

    Hello everyone! Thanks for your posts. As of today 6/21/24 we've released an update to help improve inaccurate step counts on the Gabb Watch 3. To receive the update, update your Gabb Watch 3 software and firmware.

    Step 1 - App Update

    • Connect Gabb Watch to Wi-Fi by going to the settings app.
    • Open the IDapp on the watch.
    • Tap Update Appsuntil the screen says "Apps are up to date!". You may need to tap the button multiple times. This may take several minutes to finish.
    • Turn the watch completely off by holding down the power button for 4 seconds, select the power off icon on the watch screen, wait 15 seconds, then hold the power button for another 4 seconds to turn the watch back on.
    UpdateApps.png

    Step 2 - System Update

    • Connect to Wi-Fi.
    • Place watch on charger. The watch must be charged to at least 30% before updating.
    • Open the Check for Updates app (shown below).
    • Tap the update button. The watch will automatically restart when the update is done.
    CheckUpdates.png


    We're constantly working to improve this feature and hope this update will help the step counter display your steps correctly.

  • Liquidreflex
    Liquidreflex Member Posts: 2

    We’ve been having this issue since we got the watch in December. I just checked and firmware and apps are all up to date. Restarted multiple times but still nothing.

  • User2328
    User2328 Member Posts: 2

    We tried all the steps, still facing the same issue. Any ETA on resolution for this?

  • Jensencru
    Jensencru Member Posts: 4

    its working for us now! Thanks!

  • Rkcgh
    Rkcgh Member Posts: 2

    Our watch3 stopped connecting to the app approximately the same time as the latest release on June 21, 2024. Software and Apps all updated, cleared out app data, uninstalled/reinstalled app, restarted phone, restarted watch. Frustrating

  • ReaganKowal
    ReaganKowal Administrator, Moderator Posts: 633 Admin

    Hi @Rkcgh,

    Sorry to hear that you are having trouble after following the steps above. Here is another troubleshooting steps to try next:

    1. On the MyGabb App: Unpair from the Watch
      1. Select the “Devices” tab
      2. Select “Profile” on the watch you need to unpair
      3. Scroll to the bottom of the profile and select “Remove Device”
      4. Select “Remove and Reset”
    2. On the Watch: Factory Reset the Watch
      1. Place the watch on the charger
      2. Press the back button (top right button) 10 times fast
      3. An image will appear on the watch
      4. Select the checkmark on the watch
      5. The watch will power off, factory reset, then power back on when it’s finished
    3. Pair back to the watch.

    If you are still experiencing trouble after following this troubleshooting step, reach back out to 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.

    -Reagan

  • Sarahjane325
    Sarahjane325 Member Posts: 1

    Does anyone else have this issue? My kids' watches (gen 3) are all over the place with step tracking. Some days the watch seems to think they take 50k steps!? Not only is this simply irritating, but it also means they earn tons and tons of coins which significantly reduces the value and motivation for earning.

    This is only one of the issues I have with the watch—Overall, I am not impressed.

  • ReaganKowal
    ReaganKowal Administrator, Moderator Posts: 633 Admin
    edited July 10

    Hi @Sarahjane325,

    Sorry to hear you are having trouble with the step counter on your Gabb Watch 3. Your post was merged into this thread with other customers who have experienced a similar error and have found success with the troubleshooting steps above. Hope this helps!

    -Reagan

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