Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?

FAQ

SMARTWATCHES

BLUETOOTH FAILING TO CONNECT?

There are a few possible causes to this problem.

a. Please check your Smartphone meets the requirements: Android 8.0 and above version, iOS 12.0 and above version. Bluetooth 5.0 and above.

b. Please ensure you have the latest version of the Tikkers 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).  

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.

DEVICE FAILING TO COUNT STEPS OR SPORT DATA.

Please re-start the device.

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.

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.

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.

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

APP CRASHES.

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

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.  

WATER RESISTANCE

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

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.

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.

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.

DOES MY WATCH MAKE ANY SOUNDS

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

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.

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.

HOW DO I ADD MUSIC TO MY INTERACTIVE WATCH?

To upload music to the watch, use the micro USB cable to connect your watch to a computer / laptop. Copy any MP3 music files to the watch folder "My Music". After the transfer is complete, safely eject the watch from your computer and unplug the USB cable.

HOW MANY PHOTOS / VIDEOS / MUSIC CAN MY INTERACTIVE WATCH HOLD?

Your watch has the memory to hold 128MB which approximately relates to either 10000 photos, 60 minutes of video, 20 hours of voice recordings, 40 songs or a combination of all listed. Please note these are approximations and subject to saved files specifications.

AUDIO SAFE HEADPHONES

Sound has been limited to 85dB

WALKIE TALKIE WATCHES

WHY ISN'T MY WALKIE TALKIES MAINTAINING CLEAR CONNECTION?

Operating range of the walkie talkie watches are subject to surroundings. For best results use in an open area, buildings and other objects may reduce range.

WHAT IS THE MAXIMUM RANGE

Up to 200 meters subject to surroundings.

AUDIO

EARBUDS ARE NOT CONNECTING

Check that Earbuds are fully charged before use as low battery will affect performance. When opening BT connections, ensure that any other BT device is closed first.

ONE EARBUD IS NOT CONNECTING

1. Hold touch panel on Earbud that is disconnected. This will then power on.

2. If this fails, place both back into the charging case, take out and re-sync.

3. If points 1. & 2. still fail, try re-syncing by going to your phones bluetooth settings, clicking forget device and starting connection process from the start.

4. Please note you may need to try resyncing more than once.

VOICE CALL NOT COMING THROUGH THE EARBUDS

Go into call setting and ensure that call is connected via the Earbuds ID

SHIPPING & RETURNS

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

WHAT IS THE SHIPPING POLICY

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

DO YOU SHIP OVERSEAS?

Unfortunately we are currently unable to accept international orders at this time.

Get in touch

Have questions about your order, or a general enquiry?