Support (Copy)

Do you already own a WAVwatch?

Read below for common questions, troubleshooting tips, and ways to reach support.

Looking to partner with WAVwatch?

If you are looking to partner with us as an affiliate or distributor, please email us here.

How do I use the WAVwatch?

The WAVwatch is fairly intuitive, but it may take some time to learn the basics.

Go to the setup guide to learn how to use your watch.

Go to the FAQ page which covers other basic questions.

Troubleshooting Guide

Please follow these steps before contacting support so we can best help all of our customers. Thank you!

My WAVwatch is acting weird. How can I reset it?

Just like a phone or computer, your WAVwatch may need to be rebooted or reset occasionally. So the first step is to try a reset. There are two ways to reset your watch:

1. Use a paper clip or safety pin and push in between the Volume Up and Volume Down buttons for 3 seconds.

2. Hold the Power Button (bottom left) for 45 seconds, then release.

Try one of these methods. You will want to then charge the unit for an hour and perform another reset. This should clear most errors and correct unresponsive or “dead” units.

My WAVwatch doesn't seem to be charging.

First, try the Reset instructions above. If that doesn’t work, try the following:

1. Check to see that your charging cable is fully inserted in both the WAVwatch and the charging plug or wall charger. We do not recommend charging from a computer USB port.

2. Check the power to your USB port by plugging a phone or different device into the port.

3. If neither of these work, check to make sure your cable is not damaged.

My WAVwatch says "Disc Error" or "TF Card error".

This is usually caused by jostling the memory card during normal use or shipping. Please follow the directions below.

1. First power down your WAVwatch by holding the bottom left power button.

2. Look on the bottom side of the device (picture below) and press in on the SD / TF card and then release. The card should stick out a very small amount.

3. With the metal pads facing up towards the device, gently press the card back into the device. You should hear or feel a little click and the card will stay inside the device.

4. Power on the device and check that the error has cleared.

My WAVwatch has a white screen with splotches, what is wrong with it?

Oftentimes these errors are indicative of internal damages within the unit, and may be due to incidentals such as liquid intrusion, or a broken component. If you have the additional Accidental Damage warranty, it can be utilized, or you also have access to our repair shop for a reasonable fee. We are always improving our ongoing quality assurance, and if you believe that the damage is not due to incidental damage, please reach out to info@wavwatch.com with detailed information. Our repair shop may be able to perform a free inspection to see what the damage is from.

The frequencies that play have a crackling or distorted sound, how can I fix this?

This may be a memory card (SD/TF card) error, and we are happy to correct this issue for you! Please email info@wavwatch.com to start this process. Including a valid shipping address in your initial email will help expedite the process.

None of these help. What can I do?

First, don’t panic - we are happy to help! We have a standard 1-year manufacturing defect warranty on all units, and if you purchased an Accidental Damage warranty, you are covered for accidental damage for 1 year from the date of unit purchase. Simply contact support below, and we will look up your warranty based on your contact information.

For accidents without an Accidental Damage warranty, we can still help you through our repair shops at a reasonable fee.

How and where do I send in my unit for repair?

We now have 2 repair locations! One in Oklahoma that supports repairs under warranty, and one in Oregon that supports repairs outside of warranty, with fees starting at $50. Our repair locations are only able to service repairs, and cannot retail upgrade memory cards. If you would like to have an upgrade card installed during a repair, please contact our customer support for payments.

For help getting your watch to the correct repair shop, please email info@wavwatch.com or call support. Units received without information or prior communication will not be repaired and mailed back.

How do I contact Customer Support?

Email Us: info@wavwatch.com
Call us or Text us: +1 833-916-3332

We will get back to you as soon as we can!
Note that our support hours are Monday through Friday, 12 pm - 6 pm Central Time.

All messages on the weekend or holiday will be attended to on the next business day in the order they are received.

Common Warranty and Repair Questions

My unit is damaged, and I would like to utilize my Accidental Warranty. How do I do that?

You can email info@wavwatch.com to start a replacement process! Including a valid shipping address in your initial email will expediate the process.

Please note that replacement units issued under the Accidental Warranty are a one-time use and cannot be covered by a new Accidental Warranty purchase.

The back of my watch has popped off, what should I do?

If the back of your watch has come loose, it may be due to regular wear and tear. We are happy to provide you with a complimentary screwdriver kit and replacement screws. Simply reach out to us at info@wavwatch.com to request one, and be sure to include a valid shipping address in your initial email to speed up the process.

It said you shipped my Accidental Warranty, why haven’t I received it?

The optional Accidental Warranty is a digital product, and no physical item is mailed to you. To view the product information and what is or isn’t covered under it, you can view the product page.