CANNOT UN-ENROLL DEAD WATCH and enroll new

Lifestyle
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Valiant 4 y/o old watch smashed. Loved it, so bought another. I cannot add this watch because the other watch is still in the app. Manual remove–no dice. Add new watch (which tries to remove old watch–no dice. Also removed app, logged out, tried adding the app on another phone–all to no avail.

Customer support was no help. Told me to file a ticket. Two months in, no word on ticket. Customer support ghosted me. They informed me there is no way for customer support to interface with trouble tickets and link them. WTH??

TWO MONTHS with a new watch that can’t even be turned on to tell the time with, is nuts. This is not acceptable.

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I am sorry this happened, can you give me the ticket number and I will have someone look into it?

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I have managed to track down your ticket and I believe I had an engineer get the issue fixed for you, Could you let me know if you are now able to add your new watch?

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Thank you so much. We are “closer”. The old watch is gone. I can make it though the pairing wizard, but it dies at the end. I did a login/logout cycle, power cycle, cache dump, and app reinstall. Same issue. See photos. Internet is fine, app works for my cameras, for example. FYI, manual pairing causes same steps. “Binding” also showed up as wording in the initial errors before your intervention.

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Since you reinstalled the app, don’t forget all the usual permissions stuff. I think the Wyze app needs Bluetooth, Location, Camera, and Local Network at minimum.

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Please make sure the permissions that @Seapup mentioned are allowed and if it is still not working, I will reach out to the engineers again.

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Yes, all those and more are on. I made an effort to go through some rudimentary troubleshooting at least so I try to rule out my mistakes. Hoping there is a tiny flag somewhere on your end that can make my day.

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If you have any, try disconnecting any other Bluetooth devices you may have paired with your phone when attempting to pair the Wyze watch.

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Tomorrow morning, I will reach out to the engineers and see if I can find anything out,

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Good suggestion. None connected, but I also cleared out the whole list of non-connected ones too and still nothing.

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Any updates to share?

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Not yet, but I relayed the information to the team and will let you know as soon as I have an update or if they need any more information from you

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Can you let me know the exact version of the app you are trying to perform the setup on?

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iOS 18.0.1,
App 3.2.0 (5)

Pretty sure the first time I tried, it was 3.1.x.x (not exactly sure, but I did not have the new beta)

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So, Once they cleared out whatever flags kept me from removing the watch, I was stuck for a long time.

The solution was much simpler than we imagined. All I had to do was turn off wifi and try it over cellular. Worked immediately.

I have tried forty-eleven different things to add the watch and that was all it took. Crazy!!

Thanks for your assistance Jason.

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Was gonna be my next suggestion, sorry I didn’t follow up sooner.

Glad you got it resolved!

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Is it possible you have MAC address filtering or another security measure enabled on your wireless network? That might explain the difficulties adding a new device. Just a thought… :thinking::face_with_monocle: