TIMEX® FamilyConnect FAQs

What is TIMEX® FamilyConnect smartwatch?
The watch is designed for kids, so it’s easy to use. Allows you to call, instant message, & voice message between the smartwatch and the parent TIMEX® FamilyConnect mobile app using a private, secure network. Makes it easy to know if your family is safe, secure, and accessible.

Who is eligible to get the TIMEX® FamilyConnectat Metro® by T-Mobile?
Any new and existing customers that add a line to an existing Metro® by T-Mobile account, no standalone rate plan.

Why should I get the TIMEX® FamilyConnect smartwatch at Metro® by T-Mobile?
Metro by T-Mobile is the only prepaid carrier to offer the TIMEX® FamilyConnect smartwatch, which offers a suite of features perfect for children ages 5 --10 who aren’t ready for a phone but need to stay connected with their friends and family. The TIMEX® FamilyConnect mobile app offers Parents a way to see their child’s location and communicate with their kid with a fun device their children will love.

What does the TIMEX® FamilyConnect smartwatch cost at Metro® by T-Mobile?
Currently, for a limited time, the TIMEX® FamilyConnect smartwatch is available at Full Retail Price (FRP) for $159. For up to date pricing on TIMEX® FamilyConnectsmartwatch, check out www.metrobyt-mobile.com, visit your local retail store, by calling 611 from your Metro® by T-Mobile phone or calling 888-8metro8 (888) 863-8768.

What colors and models will be available with the TIMEX® FamilyConnect smartwatch?
The TIMEX® FamilyConnect smartwatch comes in one color finish at Metro® by T-Mobile that is a mix of teal, royal blue and lime green. There are also, three keepers (lime green, magenta, and teal) included.

Does the TIMEX® FamilyConnect smartwatch use Metro® by T-Mobile’s 600MHz network?
Make sure you're using the watch in a Metro® by T-Mobile 4G LTE coverage-map. The Timex FamilyConnect smartwatch is not compatible with our 600MHz signal. Not intended for use outside US.

If I purchase the new TIMEX® FamilyConnect at Metro® by T-Mobile, will it work on other carrier’s networks?
No, this device will only work on the Metro® by T-Mobile network.

Does my smartphone need to be on Metro® by T-Mobile to work with the TIMEX® FamilyConnect smartwatch?
The TIMEX® FamilyConnect mobile app can be downloaded on any compatible smartphone and network; however, the TIMEX® FamilyConnect smartwatch uses an embedded SIM card and will only work on Metro® by T-Mobile network.

Does the TIMEX® FamilyConnect mobile app work on all smartphones?
The TIMEX® FamilyConnect mobile app is compatible with iPhones with iOS 10 or newer and Android phones with Android 6 or newer.

What happens if we travel outside of the Metro® by T-Mobile network in the US?
The TIMEX® FamilyConnect mobile app will not connect outside of the US; however, some features on the smartwatch will still function.

What happens if we travel outside of the US? Will the device work overseas?
The TIMEX® FamilyConnect mobile app will not connect outside of the US; however, some features on the smartwatch will still function.

Will the TIMEX® FamilyConnect smartwatch work without connecting it to the TIMEX® FamilyConnect mobile app?
No, the TIMEX® FamilyConnect smartwatch will only function once it is set up by the Parent using the TIMEX® FamilyConnect mobile app.

How do I control who calls or messages the TIMEX® FamilyConnect smartwatch?
The Parent (the person who sets up the smartwatch via the TIMEX® FamilyConnect mobile app) determines who can call or message the TIMEX® FamilyConnect smartwatch and who the child can call or message. A Parent can add contacts to the smartwatch using the TIMEX® FamilyConnect mobile app, and can designate each one as a Guardian (who can voice/text message and track the smartwatch's location via the TIMEX® FamilyConnect mobile app or call) or as a Contact (who can only call the user). A maximum of 10 total Contacts and or Guardians can be added in the app.

How do I send a message to the TIMEX® FamilyConnectt smartwatch?
The designated Contact will need to download the app in order to make/receive calls to and from the TIMEX® FamilyConnect smartwatch. To ensure the security of text and voice messages, they can only be sent to the smartwatch via the TIMEX® FamilyConnect mobile app.

Who can call/message the TIMEX® FamilyConnect smartwatch?
Only people the Parent adds as Guardians to the TIMEX® FamilyConnect smartwatch will be able to call or send messages. Those added as Contacts will be able to call only. Any other calls or messages will be rejected.

How do I pair a Bluetooth headset with the TIMEX® FamilyConnect smartwatch?
From the main menu, swipe to the second menu screen and tap the “gear” icon for Settings. Swipe up and tap "Bluetooth," and tap the slide switch to "on" (green). Tap the "No Paired Device" message and tap "Scan" to look for the headset. Make sure that your headset is in pairing mode, so the TIMEX® FamilyConnect smartwatch finds it.

Can the TIMEX® FamilyConnectmartwatch send messages to a smartphone without the Timex FamilyConnect mobile app?
No. The messaging function only works through the TIMEX® FamilyConnect mobile app. To allow messaging, the Parent must add a contact as a "Guardian," since Guardians can send and receive messages to the smartwatch through the TIMEX® FamilyConnectt mobile app. The other user would have to have an iPhone or Android phone compatible with the TIMEX® FamilyConnect mobile app and would need to have the TIMEX® FamilyConnect mobile app installed on his/her smartphone.

I cannot leave a voicemail when calling the TIMEX® FamilyConnect smartwatch. Why is that?
Only secured voice messages can be sent to the TIMEX® FamilyConnect smartwatch by the Parent or Guardian using the TIMEX® FamilyConnect mobile app.

What frequency bands does the TIMEX® FamilyConnect mobile app operates on?
The TIMEX® FamilyConnect uses LTE (4G) bands 2 (1900 MHz), 4 (1700/2100 MHz), and 12 (700 MHz).

'How does the TIMEX® FamilyConnect smartwatch determine the location?
The TIMEX® FamilyConnect smartwatch uses a combination of GPS, Wi-Fi and cell towers to compute its location.

How specific is the location tracking of the TIMEX® FamilyConnect smartwatch?
Like all GPS-enabled devices, accuracy of location is a function of the technology (wi-fi, GPS, and/or cell tower) available to the smartwatch and utilized by the TIMEX® FamilyConnect service to locate the smartwatch. On the map view of the TIMEX® FamilyConnect mobile app, the approximate accuracy of the smartwatch’s location is shown by a grey circle around the child’s location pin.

How do you know the link is secure?
All communication links between TIMEX® FamilyConnect smartwatch and the TIMEX® FamilyConnect mobile app are encrypted to keep your information confidential.

How does the TIMEX® FamilyConnect smartwatch make a SOS to a Parent/Guardian?

  1. Press and hold the SOS button to the left of the smartwatch for five seconds.
  2. A call will go directly from the smartwatch to the Primary contact / Guardian. (You must be the Primary contact to receive the SOS call.)
  3. An Instant Message notification will go out to the Primary contact and all other designated Guardians.

How does the Timex FamilyConnect smartwatch make a 911 call?

  1. Tap the smartwatch screen to bring up your apps, then tap "Phone."
  2. Tap the “Contacts” icon on the top right and scroll to the bottom.
  3. Tap "Call 911 Emergency Only."
  4. On the confirmation screen, tap "Yes."

How quickly is the location information updated?

By default, the TIMEX® FamilyConnectmartwatch will automatically update the TIMEX® FamilyConnect mobile app with its location every 30 minutes. The Parent can configure (via device settings) the smartwatch’s location update frequency for every 15, 30, 45 or 60 minutes, and can also choose if the smartwatch will only send its location between specific hours, or throughout the entire day.

Is there a way to immediately update the location information for real time viewing?
The TIMEX® FamilyConnect smartwatch’s location is updated anytime the Parent or Guardian(s) goes to the map view in the Timex FamilyConnect mobile app. Selecting "Refresh Location" while viewing the map will also trigger the system to refresh the location. The location can also be refreshed from the TIMEX® FamilyConnect smartwatch.

What are Safe Zones?
A Safe Zone is a specific geographic area that is determined by the Parent as a known area for the device’s location. Examples would include school, home, and friend’s houses. The TIMEX® FamilyConnectmobile app automatically notifies you when the smartwatch has entered or exited a defined Safe Zone. Add, edit, or delete Safe Zones at any time using the TIMEX® FamilyConnect mobile app. Safe Zones are only intended to be informational alerts and are not intended to be used for emergency notification.

Why are the notifications that my child entered or exited from a Safe Zone not instantaneous?
To conserve battery life the smartwatch only sends its location to the system at the frequency selected in device settings on the TIMEX® FamilyConnect mobile app. The notification of the entry or exit from a Safe Zone may be delayed by up to the location update period (15, 30, 45 or 60 minutes).

What is Active Tracking?
Active tracking is a mode which updates the TIMEX® FamilyConnect smartwatch’s location more frequently. In this mode, the TIMEX® FamilyConnect smartwatch will send its location every 3 minutes for a 15-minute period.

Why does the TIMEX® FamilyConnect mobile app sometimes indicate that the TIMEX® FamilyConnect smartwatch is in active tracking mode, when I haven’t selected that mode?
When the system sees that the device has exited from a Safe Zone, based on the location refresh rate, it will automatically enable the active tracking mode on the smartwatch.

How long will the TIMEX® FamilyConnect smartwatch work for on a charge?
Under normal use the TIMEX® FamilyConnect smartwatch battery should last about 48 hours. Phone calls and game play may drain the battery quicker.

How long does the TIMEX® FamilyConnect smartwatch take to charge?
The battery takes approximately three hours for a full charge. Charging time will be quicker if the battery is not completely depleted.

What do the colors of the light indicate when the TIMEX® FamilyConnect smartwatch is on its charging cradle?
The lights on the charging cradle will illuminate when the TIMEX® FamilyConnectsmartwatch is properly seated on the charging cradle. The red light indicates charging; green indicates charging is complete and flashing amber indicates there is an issue.

Is there a way the Parent and/or Guardian can see the battery level from the Timex FamilyConnect mobile app?
Parents and Guardians can see the TIMEX® FamilyConnect smartwatch’s last reported battery level in the "Family View" of the TIMEX® FamilyConnectmobile app.

How can I extend the battery life?
Excessive game play and phone calls will deplete the TIMEX® FamilyConnect smartwatch’s battery more quickly. You can restrict game play by using the School Mode settings.

My charger no longer works, where can I get a replacement charger for my TIMEX® FamilyConnect smartwatch?
Currently, replacement chargers are only available through Metro® by T-Mobile’s warranty exchange process.

How can I adjust the brightness of the display?
From the TIMEX® FamilyConnect smartwatch face, swipe down to see the indicator screen and click on the brightness icon and adjust as desired. Note that higher brightness will decrease battery life.

How can I adjust the volume of the speaker?
From the TIMEX® FamilyConnect smartwatch face, swipe down to see the indicator screen and click on the volume icon and adjust as desired. Note that you can also adjust the ringtone, call and media volumes individually via the settings menu (gear icon on the second page of the smartwatch), sound option.

Is the TIMEX® FamilyConnect smartwatch waterproof?
No - The TIMEX® FamilyConnect smartwatch is rated for IP67 for dust and splash resistance which means it is not rated for submerging in water. It cannot be worn while swimming or bathing, and care should be taken to avoid exposure from moisture due to rain, hand washing or perspiration.

Are the TIMEX® FamilyConnectsmartwatch straps changeable?
No, the straps are integrated into the smartwatch and cannot be changed.

What does "Service state" mean on the Info screen?
Service state indicates that the TIMEX® FamilyConnect smartwatch has been setup and is in communication with the secure server that links to the TIMEX® FamilyConnectmobile app. "Service enabled" means it is connected to the Timex FamilyConnect mobile app and "service disabled" means it is NOT connected to the TIMEX® FamilyConnect mobile app.

What is the difference between the Night-light icon on the TIMEX® FamilyConnect smartwatch versus the Night-light option in settings?
The night-light (glowing light bulb) icon lets you choose the desired color for the night-light. The night-light (on/off) option in settings enables/disables the night-light mode when the smartwatch is on the charging cradle.

In the "Message" setting on the TIMEX® FamilyConnect smartwatch there are two options – What is the difference?
The "microphone" icon allows the child to send a voice message, while the "message bubble" icon allows the child to type a message via the "on-screen" keyboard with characters or emojis, or to send a preset message.

Is there any way to differentiate the TIMEX® FamilyConnect smartwatches my children have since there is only one color to choose from?
Each smartwatch comes with 3 different colored ‘keepers’ that slide on and off the band. You can slip them over the buckle to remove or add. You can use these to color-code a specific smartwatch to each child to help differentiate the smartwatches. Also, the TIMEX® FamilyConnect smartwatch comes with 11 different faces that you can choose from to customize the smartwatch as well to help differentiate between smartwatches.

Why can’t my child hear me? It sounds like I’m far away or whispering?
The TIMEX® FamilyConnect smartwatch could likely be in whisper mode, do you see an ear-shaped icon? This icon is for whisper mode, which is for very quiet phone calls, as opposed to the default speaker phone mode. Whisper Mode allows the child more privacy as the smartwatch user because it operates with a quieter speakerphone. In this mode the volume of the smartwatch speaker is greatly reduced, so that the child must place the smartwatch by his/her ear to hear the person on the other end.

Where is the SIM card? There isn’t one in the box?
TIMEX® FamilyConnect smartwatch uses embedded SIM technology meaning you’ll never have to handle or even see your SIM card—it's part of the device.

Why can’t I connect the TIMEX® FamilyConnect smartwatch to my phone with Bluetooth?
The smartwatch does not communicate with the TIMEX® FamilyConnect mobile app via Bluetooth. It does via the cellular network. The Bluetooth section of the settings menu is for pairing a Bluetooth headset for calls and voice messages.

I don’t know how to activate my TIMEX® FamilyConnect smartwatch, can you help?
Yes, Metro® by T-Mobile CARE team is always ready to help! Simply visit your local retail store or call 611 from your Metro® by T-Mobile phone or call 888-8metro8 (888) 863-8768.

How can I tell if the TIMEX® FamilyConnect smartwatch is activated and connected to the Metro® by T-Mobile network?
Go to the info screen (the "i" icon on the second page of the smartwatch) and click on the info button. Scroll down to current network and if the smartwatch is activated it will say Metro® by T-Mobile. To confirm connection, swipe down to see the indicator screen and the status of the network connection is shown in the upper right (as well as the signal level).

I see mention of Wi-Fi for the TIMEX® FamilyConnect smartwatch – How do I connect it to a Wi-Fi network?
The TIMEX® FamilyConnect smartwatch only uses Wi-Fi as one of its methods to determine its location. It does not use Wi-Fi for communication, so there is not a settings option for configuring Wi-Fi.

What languages are supported other than English?
The TIMEX® FamilyConnect mobile app supports English and Spanish while the smartwatch supports English only.

How do I add a smartwatch to my Timex FamilyConnect account?
After going through the Account Creation process, a TIMEX® FamilyConnect smartwatch can be added to the account by the Parent through Family View on the TIMEX® FamilyConnect mobile app.

How many smartwatches can be added to my account?
Up to three smartwatches can be added to the TIMEX® FamilyConnect account and viewed in "Family View" of the TIMEX® FamilyConnect mobile app.

How do I remove a smartwatch from the TIMEX® FamilyConnect mobile app?
Go to the "Map View" from the main menu of the TIMEX® FamilyConnect mobile app and tap the "gear" icon for Data & Settings. Tap "Remove Device from the App."

How do I delete my account or one of my Guardian’s accounts?
If you wish to remove an account, please contact Timex Customer Support at 1-888-727-2931 or via https://www.timex.com/contact-us. Note that you will need to provide the email address and other details for the account as verification.

How do I add Contacts?
The Parent add contacts in the TIMEX® FamilyConnect mobile app. Tap "All Contacts" on the main menu, tap the "+", and complete the on-screen information.

What are the contact types and what do they mean?
As detailed in the TIMEX® FamilyConnect mobile app, a "Contact" can call the smartwatch or be called from it. A "Guardian" can also call or be called, and once the Guardian has installed the TIMEX® FamilyConnect mobile app, he/she can send or receive messages to/from the smartwatch and track the child’s location.

How do I view the device’s location history?
Go to the "Map View" from the main menu of the TIMEX® FamilyConnect mobile app and tap the "gear" icon for Data & Settings. Select a device if there is more than one. Tap “Location History” to see the recorded locations on the street map.

How do I view the call history?
Go to the "Map View" from the main menu of the TIMEX® FamilyConnect mobile app and tap the "gear" icon for Data & Settings. Select a device if there is more than one. Tap "Call History" to see the log of calls made and received by that device.

How do I change preset messages?
Go to the "Map View" from the main menu of the TIMEX® FamilyConnect mobile app and tap the "gear" icon for Data & Settings. Select a device if there is more than one. Tap "Preset Messages." Tap on a message to edit or to delete it or tap the "+" to add a message.

What is the Activity Center?
On the main menu of the Timex FamilyConnect mobile app, the Activity Center shows the step counts for each smartwatch for today, this week or this month.

Why can't I see a day over day type view of my child’s steps? I only see an accumulative number.
The Activity Center currently does not provide a day over day or week over week view. Just the step counts for the day, total for the week, or total for the month.

What is the Daily Planner?
On the main menu of the mobile app, the Daily Planner houses the School Mode and Tasks & Rewards functions for the smartwatch.

How does School Mode work?
School Mode restricts the functionality of the smartwatch during specified times set from the mobile app. The ringer and all other sounds are silenced, games are not available, messaging is not available, and calls can only be made to the Parent.

How do I set up School Mode?
From the Daily Planner on the main menu of the Timex FamilyConnect mobile app, tap "School Mode" to add or edit settings for the timing, naming, frequency and smartwatch for this setting. This is also where each School Mode can be enabled/disabled.

How do I change the School Mode setting?
School Mode can be configured via the TIMEX® FamilyConnect mobile app by the Parent. The School Mode setup is in the daily planner section of the TIMEX® FamilyConnect mobile app.

How do I turn on Airplane Mode?
Airplane mode can be enabled via the setting’s "gear" icon menu.

How does Tasks & Rewards work?
From the Daily Planner on the main menu of the mobile TIMEX® FamilyConnect mobile app, tap "Tasks & Rewards" to name and customize a one-time task for your child. Choose the task and completion icons and the date and time for the task’s completion. There is even an option to choose a reward icon. All set information

Can I turn off a TIMEX® FamilyConnect smartwatch remotely?
Yes, to turn off the TIMEX® FamilyConnect smartwatch remotely, do the following:

  1. Go to the "Map View" from the main menu of the TIMEX® FamilyConnect mobile app.
  2. Tap the "gear" icon for Data & Settings
  3. Tap "Device Settings"
  4. Go to the screen to turn off the device.

How does the Find Smartwatch feature work?

This feature is handy if you suspect that the TIMEX® FamilyConnect smartwatch is near.

  1. Go to the "Map View" from the main menu of the TIMEX® FamilyConnect mobile app.
  2. Tap the "gear" icon for Data & Settings.
  3. Tap "Find Smartwatch," and the smartwatch will make a loud siren sound.