Choose your country or region

TicWatch FAQ

Home

Shopping

Signup

Login

Welcome to Mobvoi support

Troubleshooting FAQ

    General FAQ

    1. What is the shipping estimation for a new order?

      Typically, it can take up to 48 hours for a new order to be fulfilled. Once shipped, our team will send you a tracking number for your delivery, so that you may monitor the status of your shipment directly. Below are delivery estimations for our various shipping locations:


      United States and Canada: 1-6 business days


      European and Nordic Countries: 2-5 business days


      Russia: 7-14 business days


      Asia Pacific: 1-3 business days. *Exceptions for this region are:

          *Malaysia: 14-21 business days

          *Brunei Darussaniam, Cambodia, Myanmar, Democratic Republic of TimorLeste: 10 business days

          *India: 10-15 business days


      Africa and Middle East: 7-25 business days. *Exceptions for this region are:

          *United Arab Emirates: 2-4 business days


      Latin America and the Caribbean: 7-25 business days



    2. How can I contact your Team?

      You can contact us at support@mobvoi.com for further enquiries.

    3. Warranty policy

      Beginning when your order is delivered to you, we offer a 30 day return policy, as well as a 1 year warranty for all new products. Refurbished products are final sale, non-refundable, and come with a 90 day warranty policy. 

    4. How many countries does the watch can be shipped to?

      We will ship our product worldwide, with the exception of Saudi Arabia, Peru, Ecuador, Macedonia, Kosovo, Cuba, Iran, Iraq, Lebanon, Libya, Somalia, Sudan, North Korea, Syria, and Yemen. Please note that we cannot ship to military locations.

    5. What happens if I change my address before you ship?

      Before we ship your order, you can change the shipping address at any time.

    6. How can I cancel the order ?

      1.If you are eligible for a refund, please go to the project page and click the button marked ""Manage"". Here, you can cancel or make changes to your order. 2.If you pledged as a guest, you will need to use the link in the e-mail that was sent to you. 3.if your order is not eligible for a refund via Indiegogo, please contact us directly regarding refunds. If you need additional help, please contact us directly at support@mobvoi.com. We can assure you that this will be the best price offered for the product in the whole year, even better than Black Friday.

    7. Will there be any handling fees and customs charges?

      The VAT amount varies for different countries. There is no VAT incurred for shipments to US, Australia, and HK.

    Basic Product FAQ

    1. TicWatch Pro 5 Enduro

      • Question:Is TicWatch Pro 5 Enduro compatible with iOS?
        No. TicWatch Pro 5 Enduro is only compatible with phones running Android™ 8.0 and above (excluding Go edition and phones without the original Google Play Store) with the pre-installed Google Play Store and Google Play services (GMS).
      • Question: How to pair my TicWatch Pro 5 Enduro with my Android phone?
        To pair your TicWatch Pro 5 Enduro with your Android phone, follow these steps:
        If you’ve ever owned any old TicWatch model, you need to forget/remove/unpair your old TicWatch device both in the Google Wear OS app and your phone's Bluetooth Settings.
        Delete the Google Wear OS app and the current Mobvoi app on your phone.
        Download the Mobvoi Health app on your phone via Google Play. Please note that the Mobvoi Health app is compatible with phones running Android™ 8.0 and above (excluding Go edition and phones without the original Google Play Store) with the pre-installed Google Play Store and Google Play services (GMS). Afterward, pair your updated watch with the newly downloaded Mobvoi Health app on your phone.
      • Question:What is the return policy and warranty?
        TicWatch smartwatches come with a limited one-year warranty. Please see the warranty and return policy in detail here: www.mobvoi.com/pages/limited-warranty
      • Question:What's the difference between TicWatch Pro 5 Enduro and the TicWatch Pro 3 Ultra GPS?
        TicWatch Pro 5 Enduro is powered by the Snapdragon W5+ Gen1 wearable platform, the most advanced chipset to date from Qualcomm. Its predecessor, the TicWatch Pro 3 Ultra GPS, is powered by the Qualcomm® Snapdragon Wear™ 4100 Platform and Mobvoi dual processor system. See HERE for the differences between Snapdragon W5+ Gen1 wearable platform and Qualcomm® Snapdragon Wear™ 4100 Platform. TicWatch Pro 5 Enduro is designed with a rotating crown allowing for versatile navigation aside from touch screen. See HERE for specs comparison of our watches. Besides the differences, both TicWatch Pro 5 Enduro and TicWatch Pro 3 Ultra GPS are designed with a dual display with customized colorful backlight to offer better screen readability in all conditions. Both of them come with advanced algorithms to monitor heart health by capturing every heartbeat, monitoring your heart rhythm and alerting you to irregular heartbeats that may indicate underlying atrial fibrillation (AFib). Thanks to powerful sensors, both of them can assess your fatigue and energy levels. They meet the STD-MIL-810 military spec, so can handle harsh conditions across a wide range of outdoor activities and keep on ticking.
      • Question:How do I change the color of backlight？
        Change the backlight color according to your preference with Tilt-to-wake disabled. Swipe down and select Settings from the Quick Settings Menu. Select Display > Always On Display > Ultra-low-power display > Backlight color > Backlight Color. This same screen provides the option to enable Dynamic HR backlight, if you would like to have the backlight flash to indicate your current heart rate zone.
      • Question:How is the battery life of the TicWatch Pro 5 Enduro?
        The TicWatch Pro 5 Enduro keeps you going with up to 80 hours of battery in Smart Mode - or up to 45 days of battery in Essential mode. Actual battery life may vary depending on usage.
      • Question:Does the TicWatch Pro 5 Enduro support the NFC feature?
        TicWatch Pro 5 Enduro allows you to use the built-in technology to make contactless payments with Google Wallet wherever Google Pay is accepted. Before you use the payment feature, please make sure that Google Pay is available in your country or region. To find the countries and regions where you can use Google Pay: https://support.google.com/pay/answer/9023773
      • Question:Is the TicWatch Pro 5 Enduro waterproof?
        TicWatch Pro 5 Enduro meets the 810H military spec and it is 5ATM-rated and open water-swimming suitable. It can be worn when swimming in shallow fresh water, while washing your hands (minimize exposing your smartwatch to soap), sweating, or even when it is raining. Please don't try to place it under hot water, soap, detergent, etc. Not suitable for bathing, showers, scuba diving, water skiing, various wading activities and deep water activities with high-speed water.
      • Question:Does TicWatch Pro 5 Enduro have a compass?
        Yes, TicWatch Pro 5 Enduro has a built-in compass.
      • Question:How many workout modes does TicWatch Pro 5 Enduro have？
        It supports 110+ professional workout modes. please click here to check.

    2. TicWatch Pro 5

      Question:What is the return policy and warranty?
      TicWatch smartwatches come with a limited one-year warranty. Please see the warranty and return policy in detail here:www.mobvoi.com/pages/limited-warranty

      Question:What's the difference between TicWatch Pro 5 and the TicWatch Pro 3 Ultra GPS?
      TicWatch Pro 5 is powered by the Snapdragon W5+ Gen1 wearable platform, the most advanced chipset to date from Qualcomm. Its predecessor, the TicWatch Pro 3 Ultra GPS, is powered by the Qualcomm® Snapdragon Wear™ 4100 Platform and Mobvoi dual processor system. See HERE for the differences between Snapdragon W5+ Gen1 wearable platform and Qualcomm® Snapdragon Wear™ 4100 Platform. TicWatch Pro 5 is designed with a rotating crown allowing for versatile navigation aside from touch screen. See HERE for specs comparison of our watches. Besides the differences, both TicWatch Pro 5 and TicWatch Pro 3 Ultra GPS are designed with a dual display with customized colorful backlight to offer better screen readability in all conditions. Both of them come with advanced algorithms to monitor heart health by capturing every heartbeat, monitoring your heart rhythm and alerting you to irregular heartbeats that may indicate underlying atrial fibrillation (AFib). Thanks to powerful sensors, both of them can assess your fatigue and energy levels. They meet the STD-MIL-810 military spec, so can handle harsh conditions across a wide range of outdoor activities and keep on ticking.

      Question:How do I change the color of backlight？
      Change the backlight color according to your preference with Tilt-to-wake disabled. Swipe down and select Settings from the Quick Settings Menu. Select Display > Always On Display > Ultra-low-power display > Backlight color > Backlight Color. This same screen provides the option to enable Dynamic HR backlight, if you would like to have the backlight flash to indicate your current heart rate zone.

      Question:How is the battery life of the TicWatch Pro 5?
      The TicWatch Pro 5 keeps you going with up to 80 hours of battery. Actual battery life may vary depending on usage.

      Question:Does the TicWatch Pro 5 support the NFC feature?
      TicWatch Pro 5 allows you to use the built-in technology to make contactless payments with Google Wallet wherever Google Pay is accepted. Before you use the payment feature, please make sure that Google Pay is available in your country or region. To find the countries and regions where you can use Google Pay: https://support.google.com/pay/answer/9023773

      Question:Is the TicWatch Pro 5 waterproof?
      TicWatch Pro 5 meets the 810H military spec and it is 5ATM-rated and open water-swimming suitable. It can be worn when swimming in shallow fresh water, while washing your hands (minimize exposing your smartwatch to soap), sweating, or even when it is raining. Please don't try to place it under hot water, soap, detergent, seawater, etc. Not suitable for bathing, showers, scuba diving, water skiing, various wading activities and deep water activities with high-speed water.

      Question:Does TicWatch Pro 5 have a compass?
      Yes, TicWatch Pro 5 has a built-in compass.

      Question:How many workout modes does TicWatch 5 have？
      It supports 100+ professional workout modes. please click here to check.

       

    3. TicWatch Pro 3 Ultra

      Question:What is the return policy and warranty?
      TicWatch smartwatches come with a limited one-year warranty. Please see the warranty and return policy in detail here: www.mobvoi.com/pages/limited-warranty

      Question:What's the difference between TicWatch Pro 3 Ultra GPS and the TicWatch Pro 3 GPS?
      TicWatch Pro 3 Ultra GPS and the TicWatch Pro 3 GPS are powered by the Qualcomm® Snapdragon Wear™ 4100 Platform and Mobvoi dual processor system. The TicWatch Pro 3 Ultra GPS is designed with a dual display with customized colorful backlight to offer better screen readability in all conditions. The TicWatch Pro 3 Ultra GPS comes with advanced algorithms to monitor heart health by capturing every heartbeat, monitoring your heart rhythm and alerting you to irregular heartbeats that may indicate underlying atrial fibrillation (AFib). Thanks to powerful sensors, the TicWatch Pro 3 Ultra GPS can assess your fatigue and energy levels. The TicWatch Pro 3 Ultra GPS meets the 810G military spec,so it can handle harsh conditions across a wide range of outdoor activities and keep on ticking.

      Question:What processor does the TicWatch Pro 3 Ultra GPS have?
      Mobvoi's TicWatch Pro 3 Ultra GPS is powered by the Snapdragon Wear 4100 Platform and Mobvoi dual processor system, creating a powerful chipset with industry leading performance and operating experience, as well as reduced battery consumption. Built from the ground up on Mobvoi’s own technology, the combination of Qualcomm and Mobvoi hardware results in one of the best smartwatch experiences on the market. Check out our side-by-side processor comparisons.

      Question:How do I change the color of backlight？
      Change the backlight color according to your preference with Tilt-to-walk disabled. Select Essential Mode from the app list on the watch.

      1.Select Essential Mode from the app list on the watch

      2.Go to Settings

      3.Enable Tilt to light up backlight

      4.Select the Backlight color from the color palette

      Question:How is the battery life of the TicWatch Pro 3 Ultra GPS?
      The TicWatch Pro 3 Ultra GPS keeps you going with up to 72 hours of battery in Smart Mode - or up to 45 days of battery in Essential mode. Actual battery life may vary depending on usage.

      Question:Does the TicWatch Pro 3 Ultra GPS support the NFC feature?
      TicWatch Pro 3 Ultra GPS allows you to use the built-in technology to make contactless payments with Google Pay. Before you use the payment feature, please make sure that Google Pay is available in your country or region. To find the countries and regions where you can use Google Pay: https://support.google.com/pay/answer/9023773

      Question:Is the TicWatch Pro 3 Ultra GPS waterproof?
      The TicWatch Pro 3 Ultra GPS meets the 810G military spec and it is IP68-rated and pool-swimming suitable. It can be worn when swimming in shallow water, washing hands (minimize exposing your smartwatch to soap), sweating, or when it is raining. Please don't try to place it under hot water, soap, detergent, seawater, etc. Not suitable for bathing showers, scuba diving, water skiing, various wading activities and deep water activities with high-speed water.

      Question:Do TicWatch Pro 3 Ultra & Ultra GPS have compass?
      The TicWatch Pro 3 Ultra & Ultra GPS do not support compass due to compatibility issues.

      Question:How many workout modes has TicWatch？
      It supports 100+ professional workout modes. please click here to check.

    4. TicWatch E3

      Question:Compared to previous generations of the TicWatch E series, what are the great features of TicWatch E3? 
      TicWatch E3 is powered with the most advanced Snapdragon Wear 4100 platform to deliver fast and smooth performance. Equipped with powerful heath and fitness sensors, it features over 20 professional workout modes, allowing you to track your activity in real-time. The essential mode and battery saving screen help you save battery life smartly. With a lightweight design at only 32g and a skin-friendly silicone rubber strap, TicWatch E3 is comfortable for everyday wear. With Wear OS by Google, you can enjoy helpful smart features, such as Google Pay, Google Maps, Google Assistant and so much more.

      Question:Where can I get the blue/yellow watch straps for my TicWatch E3?
      To match your outfits and styles, we provide yellow and blue straps, which can be purchased separately. Shop watch straps.

      Question:How do I control music with the TicWatch E3 and the TicPods?
      Pair TicWatch E3 with your TicPods 2 Pro or TicPods 2 Pro+ to go totally hands-free with voice commands that don't break your stride. Use your voice to play, stop, skip songs, and change the volume of all songs.

      Question:What health features can I track on TicWatch E3?
      TicWatch E3 allows you to track your health and fitness goals, including sleep details, wellness management, 24hr heart rate monitoring , calories and Vo2 max, all-day blood oxygen saturation monitoring, etc.

      Question:How can I share my health information with my family？
      TicCare lets your family members or friends keep track of your exercise and health information on their phone. Follow the steps below to invite people and share your records

      1.Download Mobvoi app
      Followers will connect to this watch through the Mobvoi app on their phone. Search Mobvoi app or scan the QR code below to download Mobvoi app

      2. .Follow your records
      Followers can follow your records by scanning this device's QR code from Mobvoi app on their phone

      3. Share/Unshare your records<
      You can go to TicCare settings to switch on/off the data-sharing options

      Question:Does TicWatch E3 support NFC payment?
      Yes. TicWatch E3 supports payments with Google Pay.

      Question:How long is the battery life of TicWatch E3?
      Battery life varies depending on the device settings, usage pattern and operating conditions. To maximize battery life, TicWatch E3 is designed with the Essential mode and a battery saving screen that shows all the necessary facts - time/date, steps, heart rate - to keep your watch running.

      Question:Can I wear TicWatch E3 when I shower or swim？
      TicWatch E3 has an IP68 waterproof rating. It is suitable for swimming in a pool, washing hands (minimize exposing your smartwatch to soap), getting sweaty, or when it is raining. Please don't try to place it under hot water, soap, detergent, seawater, etc. Please note that TicWatch E3 is not suitable for bath, showers, scuba diving, water skiing, various wading activities and deep water activities with high-speed water.

      Question:How many workout modes has TicWatch？
      It supports 100+ professional workout modes. please click here to check.

    5. TicWatch Pro 3 GPS

      Question:What is the return policy and warranty?
      TicWatch smartwatches come with a limited one-year warranty. Please see the warranty and return policy in detail here: www.mobvoi.com/pages/limited-warranty

      Question:What’s the difference between TicWatch Pro 3 Cellular/LTE and the TicWatch Pro 3 GPS?
      TicWatch Pro 3 Cellular/LTE and the TicWatch Pro 3 GPS both support WearOS by Google™ systems. Ticwatch Pro 3 Cellular/LTE adds a communication function so the user can make/receive the call and access the network via watch even if the phone is not near you. There are slight differences in weight and battery life between these two models.

      Question:Which carriers support TicWatch Pro 3 Cellular/LTE?
      Vodafone and Orange.
      Vodafone OneNumber: currently only available in the UK ,Spain, and Germany. Vodafone OneNumber Germany service is available with an eligible Young/Red XS-L/Red+ Allnet/Red+ Kids span. Vodafone OneNumber UK service is available with an eligible Vodafone Red Pay monthly span. For more detailed information spease refer to the Vodafone OneNumber official website.
      Orange MultiSIM: currently only available in Spain, France, and Poland. With Orange MultiSIM eSIM activated on your watch, the phone number, minutes and megabytes of your main line will be shared by your phone and your smartwatch, meaning that you watch can make/receive calls and use data. You can contract up to 4 MultiSIMs on the same main line. For more details, check out here.

      Question:How do I activate the cellular service for my TicWatch Pro 3 Cellular/LTE?
      Video tutorial: https://youtu.be/gxwhsfLqiA8

      Question:What are the advantages of the Snapdragon Wear™ 4100+ Dual System?
      Powered by the latest Qualcomm® Snapdragon Wear™ 4100 Platform and Mobvoi dual processor system, the TicWatch Pro 3 promises a higher and faster performance while simultaneously conserving battery life. Compared to the Qualcomm® Snapdragon Wear™ 3100 Platform, the Snapdragon Wear™ 4100+ Dual System offers a higher CPU, memory, GPU and saves more power.

      Question:How long is the battery life?
      Battery Capacity: Minimum: 577mAh; Nominal: 595mAh
      The battery life varies in terms of usage habits and other factors. Below are two usage scenarios for your reference:
      Up to 72 hours: (TicWatch Pro 3 GPS) / 62 hours (TicWatch Pro 3 Cellular/LTE): in Smart Mode (Take/receive phone calls, cellular data, Tilt-to-wake, press the button or touch the screen to lighten the screen. Enjoy thousands of apps and watch faces on the Retina AMOLED watch screen.)
      Up to 45 days: in enhanced Essential Mode (Switch to Essential Mode automatically when the battery is running at its last 5% or tap to turn into Essential Mode. Save battery life without losing important information.)
      *Smart Mode: AMOLED display, Wear OS by Google smartwatch; Essential Mode: Backlight TN Display, showing date, time, steps, and heart rate, etc.

      Question:Which languages are supported?
      Mobvoi apps currently support the following languages: English, French, German, Italien, Spanish and Japanese.
      Google Wear OS currently supports the following languages: English, Spanish, German, French, Dutch, Brazilian, Indonesian, Danish, Cantonese, Italian, Japanese, Russian, Korean, Mandarin, Polish and Vietnamese.
      *Note: Your TicWatch uses the same system language as your phone.

      Question:Does TicWatch Pro 3 support NFC?
      Please find the countries and regions where Google Pay is available: https://support.google.com/pay/answer/9023773

      Question:What should I do if I need more watch faces?
      Personalize your TicWatch Pro 3 with thousands of watch faces available on the Google Play Store. If you can not find the watch face you like in the Google Play Store, spease contact our support team and we are happy to assist you.
      Question:How can I custom my watch face?
      Step 1: Pair your TicWatch Pro 3 with your phone.
      Step 2: Go to Watchface Center and choose a photo from your album.
      Step 3: Set the time disspay position (top/bottom).
      Step 4: Check your TicWatch Pro 3

      Question:Is it waterproof?
      TicWatch Pro 3 is IP68 and pool-swimming suitable. It can be worn when swimming in shallow water, washing hands (minimize exposing your smartwatch to soap), sweating, or when it is raining. Please don't try to space it under hot water, soap, detergent, seawater, etc. Not suitable for bathing shower, scuba diving, water skiing, various wading activities and deep water activities with high-speed water.

      Question:How can I activate eSIM on my TicWatch?

      Question:How many workout modes has TicWatch？
      It supports 100+ professional workout modes. please click here to check.

    6. Mobvoi Home Treadmill Plus

      • Question:How can I connect my smartwatch to Mobvoi Home Treadmill Plus?
        You need a smartwatch that can access the Google Play Store, and that’s compatible with Mobvoi Treadmill App (see the Google Play Store on your watch to be sure). Once you have the app installed, simply stand near the Mobvoi Home Treadmill Plus, open the Mobvoi Treadmill App and start the pairing process. You’re also able to sync the running records to your smartphone within the Mobvoi Health App installed in your phone.
      • Question:How do I reach the virtual running communities via Mobvoi Home Treadmill Plus?
        Use your smartphone to download popular virtual running Apps. Stand near Mobvoi Home Treadmill Plus, open a virtual running App and connect it with the treadmill. Now your walking and running activities on this treadmill will be synced to the virtual communities on your smartphone in real time. You can also cast your phone screen to a TV to enjoy a more vivid training experience.
      • Question:What’s the difference between Mobvoi Home Treadmill Plus and Mobvoi Home Treadmill SE?
        The key distinctions between the two treadmills lie in their weight, running area, and overall product size. The Treadmill Plus boasts a larger running area and product size, while simultaneously being lighter compared to the Treadmill SE.
      • Question:How noisy would it be when using the Mobvoi Home Treadmill Plus?
        Designed with five layers of running belts using anti-slip and noise reduction rubber and a powerful motor that operates quietly, the Mobvoi Home Treadmill Plus makes noise around 60 decibels.
      • Question:Is Mobvoi Home Treadmill Plus covered by warranty?
        We accept returns for purchased product(s) within 30 days of the date of receipt. Orders must be in “Good Condition”. There is no shipping label for this product so the user has to pay return postage costs. Once we have received your return, your return will then be examined by our Quality Assurance team. Once inspection is complete, our customer service representative will either process your refund for returns, or assist you to place your replacement order for exchanges. We also provide a one year manufacturer warranty for the treadmill. “Good Condition” means that the merchandise is:

        Still in its original packaging with all certificates, warranties, user's guide, original invoice and all parts come with the treadmill;
        The item is found intact with the original purchase condition.
      • Question:Is there a weight limit on this treadmill？
        The maximum weight capacity is 120KG.
      • Question:What is the after-sale policy of this treadmill?
        After determining whether there are manufacturer damages to the product, we will offer repair and replacement services if the product is defective within the warranty.

    Have a question but didn't get it answered? Ask here: