Synching and Troubleshooting

Why aren’t calls showing up on my watch?

Make sure you’ve been through onboarding in the Phone Setup watch app. If you’ve gone through setup and still aren’t receiving calls, try turning your Bluetooth off and on again to re-establish a connection.

Android users - Go to main watch Settings > Connectivity > Bluetooth, and check if 'Play phone voice call on watch' is turned on. This should be visible in the “Phone” app under Answer Preferences where you can select “Accept on watch, answer on watch”.

iPhone users - Check the device list in your phone’s Bluetooth settings. Your watch should be listed twice (one connection is for the Wear OS Bluetooth LE connection and the other is for the watch’s “Phone” app headset connection).

  • If your watch is listed twice but one is disconnected, tap the disconnected listing to reconnect.
  • If both are disconnected, first reconnect your watch with your phone by ensuring the Wear OS app is open on your phone and tap the reconnect notification on your watch.
  • If your watch is only listed once, try going through setup again by going to Settings in the iPhone app, Troubleshooting, and following the steps there.

Why won’t my watch let me answer a call?

It may be due to battery optimization. If your watch is in Extended or Time Only Mode, answering is disabled. If you want to save battery without losing access to calls, try creating your own experience in Custom Mode.

In addition to enabling call audio on watch, Huawei technology users also need to enable it on their phone: Settings -> Accessibility -> Voice Control -> Turn ON toggle "broadcast incoming calls".

It could also be an issue with Bluetooth connectivity. Make sure your phone is close by and Bluetooth is connected. See the troubleshooting steps in “Why aren’t calls showing up on my watch?”


I forgot the passcode I set to my Smartwatch and am locked out. How do I fix this?

To regain access to your smartwatch, you will need to prompt a Factory Reset. Follow these steps:

  1. Enter an invalid passcode 3 times in a row. Wait 15 seconds.
  2. Enter an invalid passcode again, another 3 times in a row. Wait 15 seconds.
  3. Enter an invalid passcode for the last time, another 3 times in a row. Wait 15 seconds.
  4. The watch will produce a pop-up card prompting a Factory Reset. Tap on the checkmark, or Done button.
  5. Once Factory Reset is complete, you will need to pair your smartwatch to your phone.
  6. Remove the device name from the Bluetooth cache before pairing it to the app.

How do I re-pair the same Smartwatch with the app?

Once you’ve reset your device and removed it from your phone’s Bluetooth settings, you can pair it again in the Wear OS by Google app. Open the top left menu and tap Connect a watch. This will take you back through the pairing and setup process.


My Smartwatch keeps disconnecting when in bluetooth range of my phone. How can I fix this?

  • Make sure the phone is on.
  • Make sure there is a data or wifi connection on the phone.
  • Make sure the phone is not on airplane mode.
  • Make sure Bluetooth is turned on.
  • Make sure the app is open and the device shows as "Connected" in the app.
  • Open the app and tap on the device to reconnect if it shows "Disconnected."
  • If you have an iPhone, make sure the Wear OS by Google app is running in the background.
  • Make sure the phone has at least a 70% charge.
  • Make sure the watch has at least a 70% charge.
  • Make sure the watch is up to date.
  • Make sure the phone is running the most recent operating system in your phone’s settings.

My Smartwatch’s update download failed or is taking too long. How can I fix this?

  • Confirm watch is directly connected to a strong Wi-Fi network. You can add a network in the Connectivity section of Settings.
  • Turn off Bluetooth after connecting to Wi-Fi to prevent interference.
  • Make sure your watch is charged to at least 50%.
  • Restart your watch.
  • Restart your phone.

How do I make sure my Smartwatch’s software is up to date?

Launch Settings on your smartwatch, then open System. Tap About, then tap System updates. If your OS is on the most recent version, the screen will say the System is up to date. If not, it will pull the latest version for you to initiate the update.


How do I reset my Smartwatch to factory settings?

By resetting your watch to the factory settings, you will erase all data stored on the smartwatch. This data cannot be restored. Data includes your active notifications and cards, fitness data, any installed third-party apps, and any data they have stored, system settings, and preferences. The data stored in your Google Account, however, is not affected. Resetting your watch will not factory reset your phone or tablet.

To reset to factory settings, follow these steps:

  1. Press the middle button or swipe down from the top of your screen.
  2. Scroll and tap on Settings.
  3. Tap on System.
  4. Tap on Disconnect & Reset.
  5. Tap the checkmark to confirm.
  6. Remove the smartwatch from your phone’s Bluetooth settings.
  7. After you reset your watch to factory settings, you need to pair your smartwatch with your phone again.

How do I unpair my Smartwatch from my phone?

  • Open the Wear OS by Google app and scroll down to Advanced Settings.
  • Tap the Forget Watch button at the bottom of the screen to disconnect and reset your device.
  • Remove the smartwatch from your phone’s Bluetooth settings.

Why can't I pair my Smartwatch to my phone?

Ensure that your smartwatch is powered on and Bluetooth is enabled on your phone. Launch the Wear OS by Google App and follow the on-screen instructions for pairing your watch. If it fails to connect, check the Bluetooth menu on your phone. If you see the smartwatch in the device list, remove it. Launch the Wear OS by Google App and repeat the pairing process.