Frequently Asked Questions

If you have any problems getting started, then please read though the pointers below. Should your question not be answered below, or you need any other help then please get in touch with our team.

BLUETOOTH FAILING TO CONNECT?

There are a few possible causes to this problem.

a. Please check your Smartphone meets the requirements: Android 4.4 and above version, iOS8.0 and above version. Bluetooth 5.0 and above.

b. Please ensure you have the latest version of the Reflex Active Watch app.

c. Make sure the device (screen) is switched ON.  

d. Make sure the Smartphone Bluetooth is switched ON. e. Make sure your Smartwatch is within 10 meters of your Smartphone.

f. Make sure you allow access to your location from the app (this will automatically pop-up when you start the app).  

CAN’T FIND SLEEP DATA OR SLEEP DATA DELAYED?

The device is designed with auto- sleep detection from 21pm-8am the next day. Your sleep data will be visible after 8am for the previous night’s sleep. It is essential to wear the device on your wrist when you fall to sleep.

Please check your device has sufficient battery life for the night, sleep data will not be saved if the device switches off in the night due to lack of battery. If your sleep data is not displayed, please swipe down on homepage to refresh.  

BLUETOOTH DATA SYNCHRONISATION IS SLOW, OR SYNCHRONISATION IS UNSUCCESSFUL?

Ensure the Bluetooth connection is live and has not timed out. To sync the data, open the app and it will sync automatically or you can swipe the home-page of the app to refresh. GPS sport data may take slightly longer to sync to app. Close the app from background run, re-open it again, Bluetooth connection will automatically connect, then you can sync the sport data again.

WATER RESISTANCE

Our smartwatches are not suitable for swimming or showers. Please do not immerse in water.

DEVICE FAILING TO COUNT STEPS OR SPORT DATA.

Please re-start the device.

STEP COUNT NOT RECORDING DATA?

In order for the full step count to be recorded on the app, you must go into the Reflex Active Watch app and sync the watch. This needs to be carried out within a seven day period, failure to do so will result in the full steps count not pulling through on the app.The continuous steps will not be visible on the tracker itself, you will only be able to see the step count for that day as it resets to 0 at midnight.

BLUETOOTH DISCONNECTING TOO OFTEN?

Please ensure the device is within 10 meters of the Smartphone to avoid the Bluetooth disconnection. Reset Bluetooth connection by disconnecting and reconnecting from your smartphone. Bluetooth connection can be lost if your phone is in stand-by or low power modes.

SMS OR CALL REMINDERS NOT REACHING DEVICE?

Please ensure the Smartwatch & Smartphone are connected. Go to Setting - Notifications, then switch on the apps you want to push notifications to your Smartwatch. If the Reflex Active app you wish to send notifications to is not displayed, go to Settings - Notifications - Other app and switch on. Notifications will be pushed if the app itself is in use. If these steps do not solve the problem, then please restart the app.

SELFIE CAMERA CONTROL

Once connected to the app, the photo feature will be accessible via settings > take pictures. You will then be able to take an image on your camera phone by pressing the touch key on your watch, which is in the 'more' settings. The photo will then automatically save onto your phone gallery.

LANGUAGES

Once the watch and app are synced through Bluetooth, the watch will display the default Language within your phone settings. If you wish to change the language, please change your phone settings accordingly.

THE SCREEN ON MY WATCH DOESN'T STAY ON FOR VERY LONG?

Within the advanced settings of the app there is a gesture control function that can be activated, so whenever you move your wrist the watch screen lights up.

DOES MY WATCH MAKE ANY SOUNDS

Our Reflex Active watches do not have a sound option available; all notifications are by vibration and the relevant icon on the screen.

WEATHER METRICS

Your profile settings will affect your weather, distance, and calorie display in the app and on your watch, please follow the below guidelines and select your preferred metrics.

Profile settings Height CM and Weight KG

- Weather °C
- Distance KM
- Calories KCAL

Profile settings Height Ft In and Weight Lbs

- Weather °F
- Distance Miles
- Calories KJ

CAN I HAVE HAVE TWO WATCHES CONNECTED AT THE SAME TIME?

You are only able to connect one device at any one time to the app, but you can switch between the devices.

On the watch in the ‘More’ function there is an ‘about’ section. This has the reference code for that particular watch, it will begin with BT. This is the watch identity, each watch number is different.

In the app settings you have the option to disconnect the device. Select this to disconnect the 1st watch.

The option will then change to ‘connect device’. If you then select this, it will show you the available devices that you can pair to- your 2 watches.

You can then select the 2nd watch and this is what will then be visible in the app.

So it is a case of disconnecting and reconnecting between the two watches.

APP CRASHES.

Turn off the app from background running and restart, if this doesn’t work then please un-install app and reinstall.

How do I access my performance graphs?

Tap the HOME icon on bottom left of your screen. From here you’ll be able to access your performance graphs including heart rate, steps, distance and sleep. Performance graphs for activities are shown on the GRAPH icon at the bottom of your APP screen. The data from activities are also added to your HOME icon summary graphs.