The guardian can’t call

Cht

I can call my child’s Gabb watch but the secondary guardian on the account gets an error message after one ring and texts also can’t go through for them. Any advice?

ReaganKowal

Hello @Cht,

So sorry to hear you're having some trouble with the Guardian Contact not being able to call and text your Gabb Watch 3. It's great to see that you were able to troubleshoot with our Customer Support to get this resolved:

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

Because your device did not respond to the troubleshooting steps above, our Customer Support team proceeded with checking the contact information through our system. After a 24 hour reset, the issue was resolved.

If you have additional questions, please 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 for working with us to help make this right!

-Reagan