My watch will not pair to my phone. 

Please be noted that ticwatch pro 5 is not compatible with the IOS phone.  Ticwatch pro 5 is only compatible with android phone. Your TicWatch Pro 5 needs to be paired with an Android device running Android 8.0 or higher (non-Chinese Mainland version) that supports Google Mobile Services.

Ticwatch pro 5 do not use the wear os app to pair.  Please kindly download the Mobvoi health app to pair the ticwatch pro 5 with your android phone. 

Please confirm that the phone's Bluetooth is turned on and that the phone is not connected to other Bluetooth devices at this time. -This step is very important. If there are other Bluetooth devices connected during pairing, it will not be able to pair with the watch.

Please check whether the Wear OS app is installed on your phone. If so, please uninstall it because the Wear OS app cannot coexist with the Mobvoi Health app.

Please check whether the Mobvoi app is installed on your phone. If so, please uninstall it because the Mobvoi app cannot coexist with the Mobvoi Health app.

My watch will not charge

please try the following steps:

Place the watch on the dock for 1 second, then pick it up and then place the watch on the same dock again for 1 second. Repeat this 10 times. Or Plug and unplug the USB charger into a computer USB port 10 times, then charge your watch normally for a few minutes. This method will activate the battery. The watch should then start up normally.

Please also note that this charging dock cannot support fast charging. Please charge the device using a computer USB port, or with 5V 1A USB power adapter.

please check whether your watch get warm while being charged. If watch does not get warm, we are afraid that it is the problem of charger. If the watch does feel warm, the issue then probably lies with the watch itself. If you are eligible for a warranty replacement for either the charger or the watch, please submit a warranty request.

My watch cannot receive notifications.

Check whether the Wear OS app, Pixel watch app, Mobvoi app, Galaxy Wearable, and Fossil watch app are also installed on the phone. If so, please uninstall them.

- Then uninstall the Mobvoi Health app and reinstall it. Please note that uninstalling and reinstalling the Mobvoi Health app will not lose the connection between the watch and the phone, so there is no need to re-pair it.

- After reinstallation, please open the Mobvoi Health app on your phone, click the Device button at the bottom, and then check if there is a prominent prompt to enable notifications at the top of the app. If so, please click and follow the prompts to enable notification permissions.

I have received notifications on my watch, but suddenly I can’t receive any notifications. I have confirmed that the Bluetooth connection is normal. How to solve the problem?

Please search for "Notification access" in the phone settings, find Mobvoi Health, turn off Allow notification access, and then re-enable Allow notification access to solve the problem.

I can't answer or make calls on my watch. When I click the answer button on my watch, it prompts me to answer the call on my mobile phone. How to solve this problem?

Please open the phone settings -> Bluetooth, then click the gear button next to the watch name (some mobile phones need to click the watch name area), then please turn on the Phone calls option.

   Then please check the Bluetooth icon on the status bar of your phone and confirm that the name of the watch is displayed next to the Bluetooth icon. If it is not displayed, please check whether the Bluetooth connection is normal on the watch.

   If the problem is still not solved, please check whether the phone has been or is connected to other Bluetooth devices at the same time. If so, please disconnect it and turn the phone's Bluetooth on and off, and then check whether the watch name is displayed next to the Bluetooth icon in the notification bar of the phone.

I cannot update the system on the watch. I have confirmed that the network connection is normal. How to solve it?

The OTA download and installation time we set is from 0:00 to 6:00 at night, so it is recommended that you connect the watch to wifi and charger at night, and the watch will automatically download and install system updates at night.

I often wake up in the morning and find that my phone shows that the watch's Bluetooth is not connected. What should I do?

For a better use experience at night and for power saving purposes, the watch automatically enters essential mode by default. Therefore, when you find that Bluetooth is always not connected when you wake up in the morning, please check whether the watch is in essential mode or has exited the essential mode, but not unlocked into the system.

The Mobvoi Health app on the mobile phone shows connected, but the watch shows the unconnected icon. What should I do?

It can be solved by turning Bluetooth on and off on the mobile phone

Watch sensor does not work and cannot measure the heart rate

Please firstly try to do the Off-wrist Calibration and you could go to Watch-Setting-System-Off-wrist Calibration.  then check it again.

Please check it as following:

- Select Restart in the watch menu, and while restarting, hold down the scroll wheel button until the watch turns on.

- At this time, the watch will enter fastboot mode. In this mode, press the scroll wheel button to switch to ship mode, and then press the power button to confirm.

- Then connect the watch to the charger and turn it on

How can I take a bugreport for the ticwatch pro 5

1. Please find the “Take a bugreport” option at: Phone Mobvoi Health app-> device ->Settings-> System -> Developer tools ->  “Take a bugreport” . Please click it, and the watch will vibrate once to indicate that the log capture has started. After the log is generated, it will be transferred to the phone via bluetooth, it may take a few minutes.

2. When it's transferred, you'll be able to see it in the ""View watch bugreports"" menu.

How can I find the user manual of tic watch pro 5

You could see the manual via the website link: https://m.media-amazon.com/images/I/B13dZp8Ds1L.pdf

How can I activate Vodafone's 4G/LTE service on my Ticwatch Pro 4G/LTE?

You will need to scan a QR Code to connect your watch to Vodafone’s 4G/LTE network, this will be provided via postal mail from Vodafone. You can request this QR code from Vodafone by visiting their official website, their app, calling Vodafone's support hotline, or by visiting a in-store location to activate a new eSIM plan. Be prepared to give the representative your device’s IMEI and EID, which can be found on the side of the box your TicWatch Pro 4G/LTE came in.

To scan the QR code you receive from Vodefone, download the Wear OS by Google™ app and pair your TicWatch Pro 4G/LTE with your phone. Next, download the Mobvoi App and pair your watch with the app. Then, open the device page on the Mobvoi App and click "Communication Settings" > "SCAN QR CODE". Scan the QR code you get from Vodafone and enter the Confirmation Code (ePIN) to start downloading the profile.

I cannot use my 4G connectivity after activating my watch with Vodafone. 

1. Please confirm that the build number for your smartwatch is PWDD 190617.032 and above. If not, please update to this version (To check the version number in your smartwatch, please go to: Settings - System - About - H-Build Number).

2. Restart your watch after activating (To restart watch: Settings - System - Restart) 

3. After restarting, check to see if there is a Phone Number present in the watch settings. (To check Phone Number: Settings - System - Mobile - Sim Status - Phone Number).

 - If there is no number, the 4G cellular connectivity has not been successfully activated. Please contact Vodafone customer service. Walking into a Vodafone store for an in-person representative is recommended. 

 -  If there is a number (Quick Check: In the drop-down quick menu the dial slides from top to bottom to search for a Mobile Network within the interface), it means that the 4G cellular connectivity has been activated. Please try making a call or access the network.  To access the network, please use the following method: Within the watch's Settings menu, please select System > Mobile, then make sure that Mobile is set to ON or Automatic.  Please note that in the case of Automatic, the Bluetooth connection between the watch and the phone has to be disconnected.

*If you have issues answering phone calls or accessing the Internet for network functions, please contact Vodafone customer service. Walking into a Vodafone store for an in-person representative is recommended. 

After the Standalone number service is successfully activated, the network is still not registered.

Please try the following steps:

1. Ensure the mobile network option is enabled, or the option is set to Automatic, but the Bluetooth connection is disabled. To view mobile network status: Click the power button while on the main face, Select Settings > Network Connection > Mobile Network > Mobile Network >Open

2. Ensure that Airplane mode is disabled

3. Ensure the watch is not in Battery Saver mode. If the watch's battery is under 15% it will automatically enter battery saving mode. Click the watch Power Saving Mode option to allow the watch to exit this mode. Also ensure it is disabled in Settings: Settings > System > Power Save Mode > Off

4. Ensure that the network signal is working properly with the watch. You may check the network strength by seeing the mobile signal. If the Network signal is weak, it is recommended to check whether the watch can access a better network environment. 

5. If the above still fails to work, please contact Vodafone's Customer Service for assistance either in-store, or at the number 0800 172 1212.

I am unable to use data after activating my device. 

Please enable your Mobile Data by the following this path on your watch: Settings >Network Connection >Mobile Network >Traffic Consumption >Mobile Data >On.

If it is till not available, please call the Vodafone customer online service, or visit a Vodafone offline store.

My watch is not receiving calls/text messages.

When the watch is connected to your phone via Bluetooth, in order to extend battery life, the watch's independent 4G functionality is disabled. At this time, the watch number cannot be used to answer the call from the watch or use data. (meaning Wifi or Bluetooth connection will be required.) When the Bluetooth is disabled, the independent 4G functionality will be automatically enabled, and the watch may be allowed to create a call again independently

How can I turn off the 4G antenna?

To turn off the 4G antenna open the Settings menu on your watch, and then select Connectivity>Mobile>Mobile(OFF).

My watch does not provide 30 days of battery life.

While left only in Essential Mode, you can receive up to 30 days of battery. When in Smart Mode, your device will last up to 2 days. 

My watch does not get 2 days of battery life in Smart Mode.

Battery life differs depending on your personal usage. For the longest battery life, we recommend that the "Always-on" screen is disabled, and that your watch is actively paired to your phone. 

My usage of the watch is low, and the battery life is still too short.

For battery life issues, we recommend that you let your watch go through 3 complete charge cycles. This means, charge your battery to 100% and then allow it to fall to 0% before you reconnect it to the charging cable. Once you do this 3 times in a row, your battery life should improve. If the problem persists, please charge your watch to 100%, and then allow your watch to stay in "Airplane Mode" overnight. If your battery drops more than 10%, please apply for a warranty at support.mobvoi.com

My watch will not charge. 

Please place your watch on the charger for 1-2 hours, and then check to see if your device is warm. If your watch is not warm, there is likely an issue with the charger, and a new one is needed. If the watch does feel warm, the issue then probably lies with the watch itself.  If you are eligible for a warranty replacement for either the charger or the watch, please submit a warranty request at support.mobvoi.com. 

*Please charge from a computer USB port, or with a 5V 1A USB power adapter. 2.1A fast charging should be avoided, as it can damage your watch's charging dock.

The touch screen will not power on, respond to touch, or shows abnormalities. 

Please try rebooting your device by holding down the side power button for 10-15 seconds, or until the watch restarts. If the device vibrates, but the display screen does not appear normally, there is likely an issue with the screen itself. If your device is eligible for a warranty replacement, please submit a warranty request at support.mobvoi.com. If your device was purchased through one of our official stores, but this issue was caused by man-made damage, please submit a repair request at support.mobvoi.com.  

My watch is not receiving calls/text messages.

When the watch is connected to Bluetooth, in order to extend battery life, the watch's independent 4G functionality is disabled. At this time, the watch number cannot be used to answer the call from the watch or use data. (meaning Wifi or Bluetooth connection will be required.) When the Bluetooth is disabled, the independent 4G functionality will be automatically enabled, and the watch may be allowed to create a call again independently. 

I cannot change the date/time format in Essential Mode. 

The LCD screen used in Essential Mode cannot be customized at this time.

How can I enable 24 hour heart rate monitoring?

This feature can be enabled by opening the Heart Rate app on the watch, and then please swipe left. Next, turn on the 24 hour heart rate monitoring feature.

I cannot exit Essential Mode. 

Please hold down the side power button for 10-15 seconds to exit Essential Mode. 

Google Pay is not functioning or says "Card Unreadable". 

Please try to delete payment method from Google Pay on the WearOS watch, and then add it again.

My Ticpods will not pair. 

Please open the Bluetooth menu of the device you wish to pair your Ticpods to, and select to "Forget" or "Unpair" any previous pairings that may exist between your device and your Ticpods. Then, place the Ticpods into their charging case and close, then open the lid to restart them. Next, try to pair your Ticpods to your chosen device again. 

*Note: Please also disconnect any connections that may exist with  other devices and your Ticpods before you try to a different device. The earbuds can just connect to one device at the same time.

My Ticpods are not pairing, one is blinking a blue light, but not the other is not. 

1. Please delete any prior pairings to your phone by selecting to "unpair" or "forget" your Ticpods in your phone's bluetooth menu. Please then turn off your phone's bluetooth. 

2. Take out both earbuds from the charging case and put them in your ears at the same time. Please make sure you have put them in properly.

3. Tap both earbuds 5 times at the same time. The earbuds were paired successfully if you hear a pairing message.

**If you do not hear any message, please put the earbuds into the charging case and do the above steps again.**

After pairing successfully, put the earbuds into the charging case, close, then open, the lid. Then take the earbuds out, turn your phone's bluetooth back on, and connect them to your phone.

Touch Gestures are not functioning correctly.

Please ensure that you have your Ticpods correctly inserted into your ears. When properly placed, you should hear a "Ding Dong" noise from each of the ear pieces. If you are unable to get a good fit, we recommend you try the additional silicon tips that were included with the product, or tips from a 3rd party seller.

The Volume or Bass is too low

Please first ensure that you have the best possible fit when inserting your Ticpods into your ears. Please try the additional tips included in the product's packaging, or replacement tips from a 3rd party source, if needed. If the problem persists, please then open the Mobvoi app on your phone, and select Account> Send Feedback> TicpodPro> Enter the keywords "OTA Update" in the main feedback box, along with your email address. Once submitted, our tech team will manually push an update to your Mobvoi app for your Ticpods within a business day or two. 

The volume level in my right and left Ticpods do not match.

Please try to restart your device by placing them in the charging case, then close and open the lid. Next, make sure that your earbuds have a good fit in both of your ears.

If the problem persists, please apply for a warranty via this link http://support.mobvoi.com/.  We will review your request and issue you with a replacement upon approval.

My battery life is too short. 

When fully charged, you can receive up to 4 hours of music on a single charge. When paired with the power from the charging box, you device should receive up to 18 hours of listening before you need to recharge your charging box. If your device is not performing in this manner, and you have a valid warranty claim, please submit a warranty request at support.mobvoi.com. 

I lost or damaged my silicone tips. 

Unfortunately, we do not sell the tips included with this product separately at this time. Please purchase tip replacements from a 3rd party source for this issue. 

I cannot use the left Ticpod alone. 

It is possible to use the right earbud individually, but not the left earbud. The microphone is located on the right earbud, which functions as the Bluetooth Master Control Earbud. How it works is that phone calls/music will be transferred from your phone to the right earbud, and then from the right earbud to the left earbud. So you can leave the left earbud in the charging case, close the case, and continue to listen to calls/music using just your right earbud.

There is no sound when using the call function. 

1. If you are using an iOS phone, please make sure to answer calls by double tapping the Ticpods, or switch audio methods from iPhone to earbuds on the call screen manually.

2. If you are using an Android phone, please go to the Bluetooth settings menu, and find the connection for TicPods Free. Click it and make sure the audio connection is successful, otherwise connect it manually.

I cannot activate the 4G service.

There are 2 recommended choices for you to activate your smartwatch. You can activate using the Verizon App, or you may visit a local Verizon store.

*If you are unable to activate this service with the help of Verizon, please contact our support team at support@mobvoi.com. 

I cannot use my 4G connectivity after activating my watch with Verizon. 

1. Please confirm that the build number for your smartwatch is PWDD 190617.032 and above. If not, please update to this version (To Check Version Number in Smartwatch: Settings - System - About - H-Build Number).

2. Restart your watch after activating (To Restart Watch: Settings - System - Restart) 

3. After restarting, check to see if there is a Phone Number present in the watch settings. (To check Phone Number: Settings - System - Mobile - Sim Status - Phone Number).

 - If there is no number, the 4G cellular connectivity has not been successfully activated. Please contact Verizon customer service. Walking into a Verizon store for an in-person representative is recommended. 

 -  If there is a number (Quick Check: In the drop-down quick menu the dial slides from top to bottom to search for a Mobile Network within the interface), it means that the 4G cellular connectivity has been activated. Please try making a call or access the network.  To access the network, please use the following method: Within the watch's Settings menu, please select System > Mobile, then make sure that Mobile is set to ON or Automatic.  Please note that in the case of Automatic, the Bluetooth connection between the watch and the phone has to be disconnected.

*If you have issues answering phone calls or accessing the Internet for network functions, please contact Verizon customer service. Walking into a Verizon store for an in-person representative is recommended. 

How can I enable the 4G function on my watch?

First, please activate communication function service with Verizon. Once this is completed, open your watch Settings menu, and then select  Connectivity > Mobile > On.

I am unable to use data after activating my device.

Please enable your Mobile Data by the following this path on your watch: Settings >Network Connection >Mobile Network >Traffic Consumption >Mobile Data >On.

If it is till not available, please call the Verizon customer online service, or visit a Verizon offline store.

I activated the watch via Numbershare, but the Numbershare function doesn't work. For example, the watch can't receive the same call as my phone would via the 4G/Call connection.

1. While Bluetooth is disconnected try making a call, sending a text or accessing the 4G network without Wifi. 

2. If the above situations seem to be normal, please provide IMEI/ICCID/Activation Method /Your location /Verizon account to Verizon customer service and contact them for further assistance.

My device was activated through NumberShare, and now messages will not come to my watch when my phone is turned off.

When you activate the number share function, your watch and phone share the same phone number. Alternatively, your watch will have a separate number when using the Standalone activation option.

-When receiving a phone call, both your watch and phone will ring, and you can use your watch without the phone. It doesn't matter if the phone is on or off. 

-When receiving message, only the phone will receive it. For security reasons, you can not receive a text message that is sent to your phone number. No matter your phone is on or off, you cannot receive the phone's text messages on your watch. Alternatively, if the message is sent to your watch's number, then you can receive and read it on both your phone and watch.

The Standalone number service was successfully activated, but the network is still not registered.

Please try the following steps:

1. Ensure the mobile network option is enabled, or the option is set to Automatic, but the Bluetooth connection is disabled. To view mobile network status: Click the power button while on the main face, Select Settings > Network Connection > Mobile Network > Mobile Network >Open

2. Ensure that Airplane mode is disabled

3. Ensure the watch is not in Battery Saver mode. If the watch's battery is under 15% it will automatically enter battery saving mode. Click the watch Power Saving Mode option to allow the watch to exit this mode. Also ensure it is disabled in Settings: Settings > System > Power Save Mode > Off

4. Ensure that the network signal is working properly with the watch. You may check the network strength by seeing the mobile signal. If the Network signal is weak, it is recommended to check whether the watch can access a better network environment. 

5. If the above still fails to work, please contact Verizon Customer Service for assistance either in-store, or at the number 1-800-922-0204

How can I turn off the 4G antenna?

To turn off the 4G antenna open the Settings menu on your watch, and then select Connectivity>Mobile>Mobile(OFF).

My watch does not provide 30 days of battery life.

While left only in Essential Mode, you can receive up to 30 days of battery. When in Smart Mode, your device will last up to 2 days. 

My watch does not get 2 days of battery life in Smart Mode.

Battery life differs depending on your personal usage. For the longest battery life, we recommend that the "Always-on" screen is disabled, and that your watch is actively paired to your phone. 

My usage of the watch is low, and the battery life is still too short.

For battery life issues, we recommend that you let your watch go through 3 complete charge cycles. This means, charge your battery to 100% and then allow it to fall to 0% before you reconnect it to the charging cable. Once you do this 3 times in a row, your battery life should improve. If the problem persists, please charge your watch to 100%, and then allow your watch to stay in "Airplane Mode" overnight. If your battery drops more than 10%, please apply for a warranty at support.mobvoi.com

My watch will not charge. 

Please place your watch on the charger for 1-2 hours, and then check to see if your device is warm. If your watch is not warm, there is likely an issue with the charger, and a new one is needed. If the watch does feel warm, the issue then probably lies with the watch itself.  If you are eligible for a warranty replacement for either the charger or the watch, please submit a warranty request at support.mobvoi.com. 

*Please charge from a computer USB port, or with a 5V 1A USB power adapter. 2.1A fast charging should be avoided, as it can damage your watch's charging dock.

The touch screen will not power on, respond to touch, or shows abnormalities. 

Please try rebooting your device by holding down the side power button for 10-15 seconds, or until the watch restarts. If the device vibrates, but the display screen does not appear normally, there is likely an issue with the screen itself. If your device is eligible for a warranty replacement, please submit a warranty request at support.mobvoi.com. If your device was purchased through one of our official stores, but this issue was caused by man-made damage, please submit a repair request at support.mobvoi.com.  

My watch is not receiving calls/text messages.

When the watch is connected to Bluetooth, in order to extend battery life, the watch's independent 4G functionality is disabled. At this time, the watch number cannot be used to answer the call from the watch or use data. (meaning Wifi or Bluetooth connection will be required.) When the Bluetooth is disabled, the independent 4G functionality will be automatically enabled, and the watch may be allowed to create a call again independently. 

I cannot change the date/time format in Essential Mode. 

The LCD screen used in Essential Mode cannot be customized at this time.

How can I enable 24 hour heart rate monitoring?

This feature can be enabled by opening the Heart Rate app on the watch, and then please swipe left. Next, turn on the 24 hour heart rate monitoring feature.

I cannot exit Essential Mode. 

Please hold down the side power button for 10-15 seconds to exit Essential Mode. 

Google Pay is not functioning or says "Card Unreadable". 

Please try to delete payment method from Google Pay on the WearOS watch, and then add it again.

My watch will not pair to my phone. 

For a step by step guide on how to pair your new Ticwatch, please see the following tutorial videos:

 - How to pair your Ticwatch with an Android device: https://youtu.be/sQylPagylRQ

 - How to pair your Ticwatch with an iOS device: https://youtu.be/CEjns8HqLkw"

My watch does not get 2 days of battery life.

Battery life differs depending on your personal usage. For the longest battery life, we recommend that the "Always-on" screen is disabled, and that your watch is actively paired to your phone. 

My usage of the watch is low, and the battery life is still too short.

For battery life issues, we recommend that you let your watch go through 3 complete charge cycles. This means, charge your battery to 100% and then allow it to fall to 0% before you reconnect it to the charging cable. Once you do this 3 times in a row, your battery life should improve. If the problem persists, please charge your watch to 100%, and then allow your watch to stay in "Airplane Mode" overnight. If your battery drops more than 10%, please apply for a warranty at support.mobvoi.com

My watch will not charge. 

Please place your watch on the charger for 1-2 hours, and then check to see if your device is warm. If your watch is not warm, there is likely an issue with the charger, and a new one is needed. If the watch does feel warm, the issue then probably lies with the watch itself.  If you are eligible for a warranty replacement for either the charger or the watch, please submit a warranty request at support.mobvoi.com.

*Please charge from a computer USB port, or with a 5V 1A USB power adapter. 2.1A fast charging should be avoided, as it can damage your watch's charging dock.

The touch screen will not power on, respond to touch, or shows abnormalities. 

Please try rebooting your device by holding down the side power button for 10-15 seconds, or until the watch restarts. If the device vibrates, but the display screen does not appear normally, there is likely an issue with the screen itself. If your device is eligible for a warranty replacement, please submit a warranty request at support.mobvoi.com. If your device was purchased through one of our official stores, but this issue was caused by man-made damage, please submit a repair request at support.mobvoi.com.  

The bluetooth connection is unstable.

Android:

1. In the H version (Pie), Google has adopted a new power-saving strategy. When the mobile phone network is not good, the Bluetooth connection will be automatically disconnected to save power.

2. When your mobile phone is too far away from the watch (about 10 meters), the Bluetooth connection will be disconnected. The longer the disconnection is, the longer the auto-reconnection time will be(1-2 minutes). Sometimes you need to click "Reconnect on the watch." button to connect.

iOS: 

1. In general, Bluetooth connections for newer versions of iOS systems may be more stable, so it is recommended to upgrade to the latest version of iOS when Bluetooth connectivity issues arise.

2. When your mobile phone is too far away from the watch (about 10 meters), the Bluetooth connection will be disconnected. The longer the disconnection is, the longer the auto-reconnection time will be(1-2 minutes). Sometimes you need to click "Reconnect on the watch" button to connect.

3. In the H version (Pie), Google has adopted a new power-saving strategy. When the watch is not used for a long time(For example, put it on the table for more than 30 minutes.) 

4. Please keep the Wear os app running in the phone background. If you still can't reconnect, please place  both your phone and watch into “Airplane Mode” for about 10 seconds. Disable “Airplane Mode”, then connect the two devices again. 

My watch cannot receive notifications.

Please complete the following: 

1. Ensure the phone/watch is not in “Airplane” or “Do not Disturb”  mode.  

2. Ensure your phone can receive notifications, and that they display on your phone’s lock screen. If you get a notification on your phone but there's no sound or vibration, you will receive a notification on your watch without vibration as well. 

3.  Check and make sure that you did not block an app by: Opening the WearOS app > Tap Notifications > You'll see a list of apps. To unblock an app, enable the desired app to receive notifications. 

4. Check if your phone and watch are connected via bluetooth. If your watch isn't paired, you'll see a cloud with a line through the middle. 

5. Restart your phone and watch. Note: If none of the above work, try resetting the watch to the factory settings (all the data on the watch will be erased) and re-pairing the devices.

I cannot place/receive calls on my watch.

This function is only available when the watch is paired to an Android phone, and not an iOS device. For Android users, please complete the following steps:

1. Please open the ""Phone"" app on your watch. You should see a message to switch on Bluetooth. Once Bluetooth is switched on and the watch is connected to your phone, you should be able to receive phone calls.

2. Go to Settings -> Connectivity -> Bluetooth, and ensure that you enable ""play phone voice call on the watch"".

3. Please ensure that your phone is not connected to any other Bluetooth devices, otherwise the watch may be unable to receive calls from the phone.

My watch cannot play music, or take calls. 

The E2/S2 model does not come equipped with speakers, therefore music cannot be played on this device. Calls can be answered on the watch, but you must use the paired phone's speaker in order to take the call. 

How can I clean my watch?

Please try to wipe the watch with a non-fluffy microfiber cloth, and dip it in clean water if necessary.

How can I enable 24 hour heart rate monitoring?

This feature can be enabled by opening the Heart Rate app on the watch, and then please swipe left. Next, enable on the 24 hour heart rate monitoring feature.

My watch will not pair to my phone. 

For a step by step guide on how to pair your new Ticwatch, please see the following tutorial videos:

 - How to pair your Ticwatch with an Android device: https://youtu.be/sQylPagylRQ

 - How to pair your Ticwatch with an iOS device:https://youtu.be/CEjns8HqLkw

My watch does not provide 30 days of battery life.

While left only in Essential Mode, you can receive up to 30 days of battery. When in Smart Mode, your device will last up to 2 days. 

My watch does not get 2 days of battery life in Smart Mode.

Battery life differs depending on your personal usage. For the longest battery life, we recommend that the "Always-on" screen is disabled, and that your watch is actively paired to your phone. 

My usage of the watch is low, and the battery life is still too short.

For battery life issues, we recommend that you let your watch go through 3 complete charge cycles. This means, charge your battery to 100% and then allow it to fall to 0% before you reconnect it to the charging cable. Once you do this 3 times in a row, your battery life should improve. If the problem persists, please charge your watch to 100%, and then allow your watch to stay in "Airplane Mode" overnight. If your battery drops more than 10%, please apply for a warranty at support.mobvoi.com

My watch will not charge. 

Please place your watch on the charger for 1-2 hours, and then check to see if your device is warm. If your watch is not warm, there is likely an issue with the charger, and a new one is needed. If the watch does feel warm, the issue then probably lies with the watch itself.  If you are eligible for a warranty replacement for either the charger or the watch, please submit a warranty request at support.mobvoi.com.

*Please charge from a computer USB port, or with a 5V 1A USB power adapter. 2.1A fast charging should be avoided, as it can damage your watch's charging dock.

The touch screen will not power on, respond to touch, or shows abnormalities. 

Please try rebooting your device by holding down the side power button for 10-15 seconds, or until the watch restarts. If the device vibrates, but the display screen does not appear normally, there is likely an issue with the screen itself. If your device is eligible for a warranty replacement, please submit a warranty request at support.mobvoi.com. If your device was purchased through one of our official stores, but this issue was caused by man-made damage, please submit a repair request at support.mobvoi.com.  

The Bluetooth connection is unstable.

Please follow the below steps according on what phone model is paired to your device:

Android:

1. In the H version (Pie), Google has adopted a new power-saving strategy. When the mobile phone network is not good, the Bluetooth connection will be automatically disconnected to save power.

2. When your mobile phone is too far away from the watch (about 10 meters), the Bluetooth connection will be disconnected. The longer the disconnection is, the longer the auto-reconnection time will be(1-2 minutes). Sometimes you need to click "Reconnect on the watch" button to connect.

iOS: 

1. In general, Bluetooth connections for newer versions of iOS systems may be more stable, so it is recommended to upgrade to the latest version of iOS when Bluetooth connectivity issues arise.

2. When your mobile phone is too far away from the watch (about 10 meters), the Bluetooth connection will be disconnected. The longer the disconnection is, the longer the auto-reconnection time will be(1-2 minutes). Sometimes you need to click "Reconnect on the watch" button to connect.

3. In the H version (Pie), Google has adopted a new power-saving strategy. When the watch is not used for a long time(For example, put it on the table for more than 30 minutes.) 

4. Please keep the Wear os app running in the phone background. If you still can't reconnect, please place  both your phone and watch into “Airplane Mode” for about 10 seconds. Disable “Airplane Mode”, then connect the two devices again. 

My watch cannot receive notifications

Please complete the following: 

1. Ensure the phone/watch is not in “Airplane” or “Do not Disturb”  mode.  

2. Ensure your phone can receive notifications, and that they display on your phone’s lock screen. If you get a notification on your phone but there's no sound or vibration, you will receive a notification on your watch without vibration as well. 

3.  Check and make sure that you did not block an app by: Opening the WearOS app > Tap Notifications > You'll see a list of apps. To unblock an app, enable the desired app to receive notifications. 

4. Check if your phone and watch are connected via bluetooth. If your watch isn't paired, you'll see a cloud with a line through the middle. 

5. Restart your phone and watch. Note: If none of the above work, try resetting the watch to the factory settings (all the data on the watch will be erased) and re-pairing the devices.

I cannot place/receive calls on my watch.

This function is only available when the watch is paired to an Android phone, and not an iOS device. For Android users, please complete the following steps:

1. Please open the ""Phone"" app on your watch. You should see a message to switch on Bluetooth. Once Bluetooth is switched on and the watch is connected to your phone, you should be able to receive phone calls.

2. Go to Settings -> Connectivity -> Bluetooth, and ensure that you enable ""play phone voice call on the watch"".

3. Please ensure that your phone is not connected to any other Bluetooth devices, otherwise the watch may be unable to receive calls from the phone.

I cannot change the date/time format in Essential Mode. 

The LCD screen used in Essential Mode cannot be customized. 

How can I enable 24 hour heart rate monitoring?

This feature can be enabled by opening the Heart Rate app on the watch, and then please swipe left. Next, enable on the 24 hour heart rate monitoring feature.

Google Pay is not functioning, or says "Card Unreadable". 

Please try to delete payment method from Google Pay on the WearOS watch, and then add it again.

How can I play music?

Please download the Google Play Music app on the watch directly to play music on your Ticwatch. 

I cannot exit Essential Mode. 

Please hold down the side power button for 10-15 seconds to exit Essential Mode. 

My device has lag issues. 

Please be sure to update your device to the latest system version. To see if there are any updated available, open the Settings menu, and then select System>About>System Updates. Please note that your battery will need to be charged in order to install a new system update. 

My watch will not pair to my phone. 

My watch does not get 2 days of battery life.

Battery life differs depending on your personal usage. For the longest battery life, we recommend that the "Always-on" screen is disabled, and that your watch is actively paired to your phone. 

My usage of the watch is low, and the battery life is still too short.

For battery life issues, we recommend that you let your watch go through 3 complete charge cycles. This means, charge your battery to 100% and then allow it to fall to 0% before you reconnect it to the charging cable. Once you do this 3 times in a row, your battery life should improve. If the problem persists, please charge your watch to 100%, and then allow your watch to stay in "Airplane Mode" overnight. If your battery drops more than 10%, please apply for a warranty at support.mobvoi.com

My watch will not charge. 

Please place your watch on the charger for 1-2 hours, and then check to see if your device is warm. If your watch is not warm, there is likely an issue with the charger, and a new one is needed. If the watch does feel warm, the issue then probably lies with the watch itself.  If you are eligible for a warranty replacement for either the charger or the watch, please submit a warranty request at support.mobvoi.com.

*Please charge from a computer USB port, or with a 5V 1A USB power adapter. 2.1A fast charging should be avoided, as it can damage your watch's charging dock.

The touch screen will not power on, respond to touch, or shows abnormalities. 

Please try rebooting your device by holding down the side power button for 10-15 seconds, or until the watch restarts. If the device vibrates, but the display screen does not appear normally, there is likely an issue with the screen itself. If your device is eligible for a warranty replacement, please submit a warranty request at support.mobvoi.com. If your device was purchased through one of our official stores, but this issue was caused by man-made damage, please submit a repair request at support.mobvoi.com.  

The bluetooth connection is unstable.

Please follow the below steps, depending on your paired phone model:

Android:
1. In the H version (Pie), Google has adopted a new power-saving strategy. When the mobile phone network is not good, the Bluetooth connection will be automatically disconnected to save power.
2. When your mobile phone is too far away from the watch (about 10 meters), the Bluetooth connection will be disconnected. The longer the disconnection is, the longer the auto-reconnection time will be(1-2 minutes). Sometimes you need to click "Reconnect on the watch" button to connect.

iOS: 
1. In general, Bluetooth connections for newer versions of iOS systems may be more stable, so it is recommended to upgrade to the latest version of iOS when Bluetooth connectivity issues arise.
2. When your mobile phone is too far away from the watch (about 10 meters), the Bluetooth connection will be disconnected. The longer the disconnection is, the longer the auto-reconnection time will be(1-2 minutes). Sometimes you need to click "Reconnect on the watch" button to connect.
3. In the H version (Pie), Google has adopted a new power-saving strategy. When the watch is not used for a long time(For example, put it on the table for more than 30 minutes.) 
4. Please keep the Wear os app running in the phone background. If you still can't reconnect, please place  both your phone and watch into “Airplane Mode” for about 10 seconds. Disable “Airplane Mode”, then connect the two devices again. 

My watch cannot receive notifications.

I cannot place/receive calls on my watch.

My watch cannot play music, or take calls. 

The C2 model does not come equipped with speakers, therefore music cannot be played on this device. Calls can be answered on the watch, but you must use the paired phone's speaker in order to take the call. 

How can I enable 24 hour heart rate monitoring?

This feature can be enabled by opening the Heart Rate app on the watch, and then please swipe left. Next, enable on the 24 hour heart rate monitoring feature. 

Google Pay is not functioning, or says "Card Unreadable". 

Please try to delete payment method from Google Pay on the WearOS watch, and then add it again.

My watch will not pair to my phone. 

For a step by step guide on how to pair your new Ticwatch, please see the following tutorial videos: 

 - How to pair your Ticwatch with an Android device: https://youtu.be/sQylPagylRQ

 - How to pair your Ticwatch with an iOS device: https://youtu.be/CEjns8HqLkw

My watch does not get 2 days of battery life.

Battery life differs depending on your personal usage. For the longest battery life, we recommend that the "Aways-on" screen is disabled, and that your watch is actively paired to your phone. 

My usage of the watch is low, and the battery life is still too short.

For battery life issues, we recommend that you let your watch go through 3 complete charge cycles. This means, charge your battery to 100% and then allow it to fall to 0% before you reconnect it to the charging cable. Once you do this 3 times in a row, your battery life should improve. If the problem persists, please charge your watch to 100%, and then allow your watch to stay in "Airplane Mode" overnight. If your battery drops more than 10%, please apply for a warranty at support.mobvoi.com.

My watch will not charge. 

Please place your watch on the charger for 1-2 hours, and then check to see if your device is warm. If your watch is not warm, there is likely an issue with the charger, and a new one is needed. If the watch does feel warm, the issue then probably lies with the watch itself. If you are eligible for a warranty replacement for either the charger or the watch, please submit a warranty request at support.mobvoi.com.

*Please charge from a computer USB port, or with a 5V 1A USB power adapter. 2.1A fast charging should be avoided, as it can damage your watch's charging dock.

The touch screen will not power on, respond to touch, or shows abnormalities. 

Please try rebooting your device by holding down the side power button for 10-15 seconds, or until the watch restarts. If the device vibrates, but the display screen does not appear normally, there is likely an issue with the screen itself. If your device is eligible for a warranty replacement, please submit a warranty request at support.mobvoi.com. If your device was purchased through one of our official stores, but this issue was caused by man-made damage, please submit a repair request at support.mobvoi.com. 

The bluetooth connection is unstable.

Please follow the listed steps depending on what phone model your watch is paired to:

Android:

1. In the H version (Pie), Google has adopted a new power-saving strategy. When the mobile phone network is not good, the Bluetooth connection will be automatically disconnected to save power.

2. When your mobile phone is too far away from the watch (about 10 meters), the Bluetooth connection will be disconnected. The longer the disconnection is, the longer the auto-reconnection time will be(1-2 minutes). Sometimes you need to click "Reconnect on the watch" button to connect.

iOS: 

1. In general, Bluetooth connections for newer versions of iOS systems may be more stable, so it is recommended to upgrade to the latest version of iOS when Bluetooth connectivity issues arise.

2. When your mobile phone is too far away from the watch (about 10 meters), the Bluetooth connection will be disconnected. The longer the disconnection is, the longer the auto-reconnection time will be(1-2 minutes). Sometimes you need to click "Reconnect on the watch" button to connect.

3. In the H version (Pie), Google has adopted a new power-saving strategy. When the watch is not used for a long time(For example, put it on the table for more than 30 minutes.) 

4. Please keep the Wear os app running in the phone background. If you still can't reconnect, please place both your phone and watch into “Airplane Mode” for about 10 seconds. Disable “Airplane Mode”, then connect the two devices again. 

My watch cannot receive notifications

Please complete the following: 

1. Ensure the phone/watch is not in “Airplane” or “Do not Disturb” mode. 

2. Ensure your phone can receive notifications, and that they display on your phone’s lock screen. If you get a notification on your phone but there's no sound or vibration, you will receive a notification on your watch without vibration as well. 

3. Check and make sure that you did not block an app by: Opening the WearOS app > Tap Notifications > You'll see a list of apps. To unblock an app, enable the desired app to receive notifications. 

4. Check if your phone and watch are connected via bluetooth. If your watch isn't paired, you'll see a cloud with a line through the middle. 

5. Restart your phone and watch.

Note: If none of the above work, try resetting the watch to the factory settings (all the data on the watch will be erased) and re-pairing the devices.

I cannot place/receive calls on my watch.

This function is only available when the watch is paired to an Android phone, and not an iOS device. For Android users, please complete the following steps:

1. Please open the "Phone" app on your watch. You should see a message to switch on Bluetooth. Once Bluetooth is switched on and the watch is connected to your phone, you should be able to receive phone calls.

2. Go to Settings -> Connectivity -> Bluetooth, and ensure that you enable "play phone voice call on the watch".

3. Please ensure that your phone is not connected to any other Bluetooth devices, otherwise the watch may be unable to receive calls from the phone.

My strap has broken. 

Ticwatch E comes equipped with 20mm replaceable watch straps, any replacement strap of this same width can be purchased for this model. If your device is still under warranty, please submit a warranty request at support.mobvoi.com using a computer, and not a phone, for a replacement watch strap. Ticwatch S does not come equipped with replaceable straps, please apply for a warranty or repair at support.mobvoi.com if your device is eligible. 

How can I play music?

You can download the Google Play Music app on the watch itself to play music.

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

• 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.