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Pairing issues during first setup

Connie D.
Updated

In this article, you’ll learn what to check if your NOWATCH doesn’t pair with the app during the initial setup.

Basic setup requirements for successful pairing

If you’re pairing your watch with the app for the first time and encounter issues, there are a few quick checks you can go through:

  • Watch on charger: Ensure the watch remains on the charger throughout the entire pairing and setup process.

  • Bluetooth enabled: Verify that Bluetooth is turned on in your phone settings.

  • Location services enabled (Android only): Android devices require Location services to detect nearby Bluetooth devices.

  • Devices kept close: Keep your phone and NOWATCH close together during setup.

  • Pair via the NOWATCH app: Always pair your watch through the NOWATCH app — not through your phone’s Bluetooth settings.

  • Not paired with another phone: Confirm the watch is not currently connected to a different device.

  • Phone software up to date: Make sure your phone is running the latest OS version. Learn how to update your software in this article.

Troubleshooting steps

If you’ve confirmed all the points above and pairing still fails:

  1. Toggle Bluetooth off and, after a few seconds, turn it back on. 
  2. Try pairing through the app again.

If that doesn't work:

  1. Open your phone's Bluetooth settings and check if you see your NOWATCH serial number.
  2. If you do, forget the device from Bluetooth. 
  3. Keep the watch on the charger
  4. Try pairing through the app again

If this didn't resolve the issue:

  1. Fully close the NOWATCH app

  2. Reopen the app

  3. Keep the watch on the charger

  4. Restart the pairing process by following the in-app instructions

  5. If you don't see the pairing screen, tap the watch icon at the top right and then Connect

If, after pairing, you notice that no data is being recorded within a few minutes, check whether the sensors on the back of the device are lighting up while you’re wearing it. If the sensors are not activating, performing a quick reboot should resolve the issue.

If the issue persists, please contact our Customer Care team and include a screen-recording of the pairing process.

 

 

 

 

 

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