Frequently Asked Questions

BLUETOOTH FAILING TO CONNECT TO YOUR WATCH?

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.

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

WATCH FAILING TO COUNT STEPS OR SPORT DATA.

Please re-start the watch.

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.

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.

HOW TO CONNECT MY WATCH IN THE CAR

If your car is compatible with Bluetooth devices and you wish to make or receive a call, please ensure within the app settings> notifications that you have turned off ‘other apps’. This will ensure there is no disruption to the call.

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.

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 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.

HOW TO USE YOUR WATCH AS A SELFIE CAMERA REMOTE

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.

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.

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.

IS MY WATCH WATER RESISTANT?

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

THE SCREEN ON MY WATCH DOESN'T SAY 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.

HOW TO UPDATE THE LANGUAGES ON YOUR WATCH

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.

HOW TO UPDATE THE WEATHER MATRIX ON YOUR WATCH

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 I BUY SPARE WATCH STRAPS

We are working to get straps and accessories onto the website but in the meantime, if you would like spare straps for your watch please call our customer service team on 0121 524 1400

CAN I BUY REPLACEMENT CHARGERS

We are working to get chargers and other accessories onto the website but in the meantime, if you would like spare straps for your watch please call our customer service team on 0121 524 1400

HOW TO PAIR YOUR WATCH TO YOUR SMART PHONE

We hope one of the videos in this link will help https://www.reflex-active.com/pages/how-to-videos

HOW TO UPDATE THE TIME ON MY WATCH

The watch should update automatically when linked to your phone.

BLUETOOTH CONNECTION

Check the Reflex Active Bluetooth code on your watch - go to the ‘More’ section and select ‘About’ to find the code.

Create your profile.

In settings go to connect device.

Select your product image.

Select the matching code that relates to your Smartwatch.

And confirm.

 Go to your phone settings - connections.

Select Bluetooth.

This will then show you paired devices - check your Smartwatch ‘Reflex Active’ is showing here. If it isn’t, check the available devices and connect.

Use the ‘Find Phone’ icon on your Smartwatch. If successfully connected, your phone will ring. You can also check this from the app too. In the Reflex Active app settings, it will show the device as connected.