Troubleshooting

I cannot find the “Fall Alert” settings

In the event that you are unable to find the 'Fall Alert' settings within the app, a reboot of both the app and the watch might be necessary to reveal these settings. Here are the steps to do so:

Rebooting the Watch:

  1. Swipe down from the top of the watch screen to access the menu.
  2. Select the gear icon to enter the settings menu.
  3. Scroll down to find the option labelled 'Turn Off' and select it to power off the watch.
  4. To turn the watch back on, press and hold the side button for 3 seconds.

Rebooting the App:

  1. Close the app completely, ensuring it is not running in the background.
  2. Reopen the app.

After completing these steps, if the 'Fall Alert' settings still do not appear, please take the time to thoroughly explore the app. This includes scrolling through the home page and verifying that the watch is powered on with a 4G signal.

Should the issue continue, please feel free to reach out to our support team at info@medalert.io for additional assistance.

 

The app keeps saying the watch is offline

Should you encounter a situation where the watch appears to be turned on, yet the app indicates that the watch is offline, please follow these troubleshooting steps to resolve the issue:

  1. Check 4G Connectivity on the Watch: Swipe down from the top of the watch screen to access the connectivity status. Confirm whether the display shows a 4G connection along with the signal strength, indicated by signal bars. If the watch displays a 3G connection or shows no signal strength, this may be the source of the problem.

  2. Verify App Registration Region: Ensure that all users of the app have registered their accounts under the Asia and Oceania region. To verify this, log out of the app and check the region displayed at the bottom of the screen. If it shows any region other than Asia and Oceania, the setup has been incorrect.

For further assistance or if you have any queries, please feel free to email us at info@medalert.io. We are here to help.

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