Gabb Watch 3e not receiving calls or texts from guardian contact

beezoo · 2024-08-19T19:35:46+00:00

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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

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:

App Update on the Gabb Watch 3:

Connect Gabb Watch to WiFi by going to the settings app
Open the ID app on the watch
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.
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.

System Update on the Gabb Watch 3:

Place watch on charger. 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.

Soft reset to the Gabb Watch 3:

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

Hard reset (Factory Reset) on the Gabb Watch 3

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

Contact Sync with Customer Support

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

GabbMom23

Did you ever find a solution for this issue? I’m having the exact same trouble with my daughter not being able to receive her dad’s calls or texts. He’s also set as her Guardian contact. My call to customer service wasn’t fruitful.

Reagan - Gabb

Hello @GabbMom23,

Sorry to hear that you are having some trouble with your Guardian Contact contacting your Gabb Watch 3. It's great to see that you were able to do extensive troubleshooting with our Customer Support team over a phone call before being transferred to our Product Team to further troubleshooting.

Our team has several more troubleshooting steps that can be done to help resolve this. They have reached out to continue helping. Please respond to them at your earliest convenience.

Thank you!

-Reagan

Mnemonic64

I am having this same issue with my husband (guardian contact) who is on AT&T. He can't contact my son's watch, but the watch can contact my husband. My phone (primary contact) which is on Verizon has no issues. I have verified everything is fully upgraded and have tried restarting the watch, and deleting/readding the contact. Please help!

Reagan - Gabb

Hello @Mnemonic64,

Thank you for following the troubleshooting steps above. The last step on the list does include doing a sync with Customer Support. They can check the contact in our system to see if there are any blocks to the number. Please reach out to them at your earliest convenience.

Thank you!

-Reagan

OmarEfren

This happens more often than you'd like to think.

Power cycling and updating never help to fix the issue (in my experience).

What does the trick (usually) is the "Factory Reset", but the problem with that is to re-configure EVERYTHING for the watch again (e.g. contacts, safe zones, etc.).

However, I have had a couple of times where after the Factory reset, the problem is inverted (calls work, but texts do not). Both times, Support Agents (via chat) have confirmed that for some weird reason, texting got disabled, so they just re-enable it again.

We've been with Gabb since the first watch, and it is only now with the Gabb Watch 3 that we have had so many problems with the calls and texts. I hope they fix this in the future.

Millymarieluxe

How to fix - second guardian cannot call or text kids. Kids cannot call him either. The prompt says no voicemail set up. We have updated everyone’s software on watches and phones. No resolution. Can someone help.

Reagan - Gabb

Hi @Millymarieluxe,

Your post was merged into this one as others have experienced a similar issue. If the troubleshooting steps above to not resolve this for you, please contact Customer Support for additional 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

Thank you!

-Reagn

andrewmanning

>Power cycling and updating never help to fix the issue (in my experience). What does the trick (usually) is the "Factory Reset", but the problem with that is to re-configure EVERYTHING for the watch again (e.g. contacts, safe zones, etc.).

Thanks @OmarEfren , this is what it took to fix the problem with our child's Gabb Watch 3 where it could call us but we could not call it; we would hear the message about voicemail not being setup. Now there is two-way calling and texting. I simultaneously updated the app, so it is unclear what really solved it.

jmbwell

Our Gabb Watch 3 crashed a while ago. After resetting it and installing an update, everyone can send SMS to the watch except me, the primary account. I'm on T-mobile; when I try to send an SMS to the watch, I get an email from tmomail.net with my message in it, addressed to my phone number. It's very weird. It's like my text bounces back to me, addressed to me like an undeliverable email. Feels like something in whatever software Gabb is using to filter incoming texts.

I've factory-reset it many times, unpaired/repaired it, created a new Gabb profile for my kid, all but deleted my Gabb account.

I haven't tried changing the phone number associated with my Gabb account. I'll do that now…

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