Missing coin purchase on Gabb Go
New watch, so we're just figuring out how it works. My daughter just saved up enough coins to purchase a new pet, but after making the transaction, the coins are gone but the new pet doesn't show up. I realize Gabb Go is a really secondary feature of the watch, but the disappointment is significant for her, and the motivation to walk/do tasks is gone if the coins system doesn't work. We've tried restarting the watch.
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Hello @Juniper,
Gabb Go and the rewards that are worked for might not be the main purpose of the Gabb Watch 3 but we know and understand the importance of receiving the reward the coins are used for. Here are some troubleshooting steps to try:
- Update Software 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.
- Update the Firmware 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
- 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
Hope these troubleshooting steps help!
-Reagan
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Good afternoon,
My son is experiencing the same issue. I’ve tried your suggestions for updating the firmware and apps, but I am still having an issue. He saved up for the penguin, purchased it, and then it wasn’t available for him to interact with. It showed he still had to purchase it. His coins were spent, however. Is there something else that can be done?
Thanks!
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my stepson also experienced this and none of the steps above resolved the issue. Anything else that can be done? I’d just give him a task to complete worth the same amount of points to buy the pet again, but you can only set it to 3 coins per task.
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Hi all!
Thank you for making this post and bringing these experiences together. We see and hear your concern as coins earned are worked for by your child. We have been made aware of this potential bug and are working hard to get this resolved as soon as possible.
In the meantime, here is another troubleshooting steps to do with you Gabb Watch 3:
- Update Apps on Gabb Watch 3
- From the Home Screen, swipe left two times to get to the Settings page
- Scroll down and select Settings
- Select Gabb ID
- Select "Update Apps"
- Refresh All Apps on Gabb Watch 3:
- From the Home Screen, swipe left two times to get to the Settings page
- Scroll down and select Settings
- Long press on the "ID" button
- Select the Blue Checkmark
- Installation may take a while to start, leave the device on the charger and preferably connected to Wi-Fi
If these two steps do not help resolve this, the parent can create and approve several tasks to help earn back the lost coins in the meantime. Again, we are working hard to find the source of this error and hope to get it resolved soon. Thank you for your patience and understanding!
-Gabb Product Team
0 - Update Apps on Gabb Watch 3
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We experienced the same issue this morning.
We reset per your instructions and it did not bring back the 150 coins or give her the Penguin. To say she is upset is an understatement. Is there a way to give her pet or the coins back?
I want her to wear the watch so that I feel safe knowing where she is, she wants to play earn coins. Any help is appreciated.
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Can we get an update when this issue is resolved? The steps above do not resolve this issue. Unfortunately, creating tasks to help earn back coins isn't a realistic suggestion. My son lost 150 coins. With 3 as the most coins you can earn per task, I would have to create 50 tasks to him to earn that amount back.
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Hello everyone,
Great news! We were able to find the source of the but and get an update pushed out to all Gabb Watch 3's as of today (9/13). This new update will help resolve the error for any future pet purchase. Please follow these steps on your Gabb Watch 3 to receive the most recent update:
- App Update on the Gabb Watch 3:
- Connect Gabb Watch to WiFi by going to the settings app
- Open the
IDapp on the watch - Tap
Update Appuntil 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
- Tap the
updatebutton. The watch will automatically restart when the update is done.
At this time, there is not a troubleshooting step to get back any lost coins aside from the steps mentioned above. We apologize for any frustration or concern this caused with you and your family. Thank you for your patience as we worked to get this resolved!
-Gabb Product Team
0 - App Update on the Gabb Watch 3:
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Hello. My son is having the same problem. Spent 200 coins and didnt get his new character. Is there a software update coming out soon to resolve this? Could you also include the ability for a parent to set the number of coins for a particular task? Thanks!
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Hi,
My son is having the same problem. He spent 150 coins on a Penguin and now the coins are gone but it still says he needs 150 coins to get the Penguin. We have tried the steps above.
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hi Amalias mom again. We updated, we reset, we made sure all settings were up to date and it happened again today. To say she’s devastated is an understatement. Can you advise what we can do since the 9/13 update didn’t rectify?
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Hello, my daughter also saved the 150 coins, and finally, today, she purchased the penguin. Needless to say the coins are gone and the penguin is back available for purchase. At this point, she is very upset and does not want to wear her watch any longer. Please let us all know the anticipated date for this fix.
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Update did not fix the issue for us either.
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@gabb, can you please provide an update?
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Some users were experiencing a problem buying the Gabb pets - their coins would be spent but they wouldn’t get the pet. Does anyone know if this has been fixed? Thanks.
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Hello all!
Thank you for continuing to comment on this post to ensure we receive updates on this bug. We apologize that the update on 9/13 did not completely resolve this bug.
Rest assured that we have been collecting more and more data and are working hard to get this fixed for good. We will post another update to this thread as soon as the next update has been released. Thank you for your help!
-Gabb Product Team
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I know there has not been a solution yet, but we've been experiencing the same thing as well. My daughter has bought the unicorn twice now and both times it took her coins and didn't give her the unicorn.
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I came here to find a solution to the same problem. :( my son has been saving coins for a long time to buy the axolotl, and finally purchased it today. His coins are gone but doesn’t have the pet. 💔 he’s devastated. I hope this gets resolved soon.
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Reporting a similar issue! In our case, my son purchased an Action, the coins were removed, and the Action shows as unpurchased.
Here's hoping you can resolve this soon!
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This happen to both of my daughters. Very disappointing.
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just adding for awareness. This happened to my daughter as well. the devastation is real, also due to it not being an issue for her twin sister’s watch. She now does not want to wear it. “All my hard work for nothing”.
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This is ridiculous! We tried it all again. Created tasks, which you can only do 3 at a time, and reoccurring tasks of 21 at a time with 3 coins each, your child still has to wait DAYS to try it over again. We made sure apps were up to date, made sure the firmware was up to date! Then we restarted the device to make sure everything was freshly open. She purchased the dang panda yet again and it DIDNT WORK! Your suggestion better not be to try a 3rd time. You are heartbreaking children, offering a reward then not providing. I’m usually extremely patient, but when I’m spending hours confirming on 3 tasks at a time to collect more coins, you’ve tested that patience. PLEASE PROVIDE A SOLUTION!
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I came to read this thread because my kiddos is experiencing the same thing- she used 200 coins to purchase an action. Now, it’s gone and so are her coins. What is the solution for this problem? We are tried everything above. This is a feature of the watch that isn’t working like it should.
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Yes, we have the same problem. No amount of updating seems to make the fix. Honestly, at this point, remove the app until it's fixed because it's a huge source of disappointment for my 8 year old.
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We are having the same problem over here. My kid worked hard for her coins and she is so disappointed.
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My daughter has had this same thing happen twice now. We make sure apps are updated daily! She has tried to buy the Axolotl today, and the coins disappeared but it doesn't show the Axolotl as being purchased. She's disappointed yet again. Please, please fix this feature!
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same problem here. We need a resolution to this issue. Seems it is affecting a lot of people and causing a lot of kids to be very disappointed. Please provide update ASAP
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update…. After many random task creations for new coins, the penguin purchase was SUCCESSFUL!!!
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We are also experiencing this. Unfortunately, it seems Gabb has stopped giving updates? Last one was over 2 months ago. I am very disappointed to come here and learn Gabb has known about this for over 3 or 4 months with no resolution. Unfortunately, this tracks with past experience: We the idea of Gabb and it usually works great, but when there is an issue customer service has generally been unresponsive and unhelpful.
I agree with the above. We understand this is a secondary feature and want to be reasonable about it. But the children's disappointment is real, and more than that, the lack of getting the reward makes them unmotivated. It also makes them not want to use the watch at all. So, yes, it's a secondary feature, but you're going to lose customer over it eventually, especially if there aren't even going to be updates on the status of a resolution.
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My son saved up and spent 400 coins to buy the snow leopard. Now his 400 coins are gone but he does not have the snow leopard. We tried all the troubleshooting from previous comments and it did not fix the problem. Can you please fix the bug and create an update? Thank you!
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Same issue - 350 coins for the axolotl gone. 💔
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Same issue - 350 coins for the axolotl gone. 💔
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We are experiencing the same issue - watch is up to date and my son purchased the dinosaur (200 coins) and now no dinosaur and no coins. Has this been resolved yet?
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having the same issue - my daughter earned all the coins - bought a backflip - coins are gone and skill isn’t added to pet. She is so frustrated- there is no motivation to do the task to earn coins if this doesn’t work. We did very update, restart available and nothing. Please fix this or allow us a way to give coins out without having to create and compete all the tasks again.
Thank you
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Same issue here. Kid is very disappointed. Earned all those coins for nothing.
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Just chiming in to share that we're having this issue as well. Have ensured that the watch is up to date, although we only purchased it a month and a half ago.
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Just jumping on to add we have the same issue. My son has bought the penguin twice and the coins are gone for both transactions, but no penguin. The watch was a Christmas gift, and I believe all updated. However, I will try again tonight to make sure it's as current as possible.
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1/7/25- Adding that my daughter experienced this same issue today. All apps were up to date according to directions above before she did the purchase since she already had this issue last year with a Axolotl. She purchased and the coins went away but no puppy. She is devastated and does not want to wear the watch anymore. This is the second time this has happened and the above directions do NOT fix the bug.
GABB - what are you doing to fix this problem? My daughter is now not motivated at all to wear her watch.
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1 have 2 kids with with Gabb watches and today was the 3rd time it happened.. twice on one watch and due to that I made sure to watch my other other child try and purchase the axolotl she's been saving up for, and the same thing. 350 coins gone after she picked the name and purchased it and now it tells her she doesn't have enough enough coins. This is ridiculous. At least give us a way to give the more coins and submit a ticket when it happens. My kids are super disappointed and warry of trying to buy a new pet.
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