Daughter not receiving calls or texts from guardian contact

beezoo
beezoo Member Posts: 2
edited August 19 in Gabb watches

First the watch wouldn't pair which meant a call to customer service. Now my ex can't communicate with our daughter's gabb watch 3. He can receive calls and texts but she's not receiving anything. I am the primary and have no issues. He's an authorized user on the account and a guardian contact. So frustrating!

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  • Gabb Product
    Gabb Product Administrator Posts: 47 Admin
    edited August 19

    Hi @beezoo,

    So sorry to hear you're having some trouble with the Guardian Contact texts and calls not going through to your Gabb Watch 3. Thank you for reaching out to our Customer Support to troubleshoot through these steps:

    Update Software on the Gabb Watch 3:

    1. Connect Gabb Watch to WiFi by going to the settings app
    2. Open the ID app on the watch
    3. Tap Update App 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 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.

    Update the Firmware on the Gabb Watch 3:

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

    Soft reset to the Gabb Watch 3:

    1. Hold the power button down for 4 seconds 
    2. Select the power off icon on the watch screen 
    3. Wait 15 seconds 
    4. Hold the power button for another 4 seconds to turn the watch back on

    Hard reset (Factory Reset) on the Gabb Watch 3

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

    If you are still experiencing trouble with this error after the above troubleshooting steps, please reach out to our Customer Support for further troubleshooting. You can contact Customer Support by Live 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 this helps!

    -Gabb Product

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