Frequently Asked Questions (FAQs)

1. Unable to - Complete Watch Set-Up? Connect Watch to Internet?

 

 

 

 

 

 

  •  Watch must be ON and cellular signal visible in status panel present on top of watch home screen.
  • On the App home screen, go to ‘Device’ and choose ‘Ring Watch’.
  • If command gives error ‘Device not connected to Internet’.
    1. On the Watch, go to Settings –> Wireless and Networks –> More –> Mobile Networks –> Access Point Names and Select ‘Add New APN’. Create New APN with following, Name: LMIoT, APN: m2m-east.telus.iot, leave other options blank). Save the new APN settings.
    2. Give watch a restart by pressing Power button.
  • Go back to App ‘Device’ and ‘Ring Watch’ again.

 

2. Unable to download Mobile App on your Phone?

 

 

  • Check internet connection on your phone.
  • Ensure free phone storage of 31MB.
  • Go to Apple App Store or Google Play Store on your phone and download the App. You must have an active store account to download the App.
3. Showing wrong location on App - ‘Locate on Map’?

 

  • The watch wearer shouldn’t be static for location updates. Change the location and pace of movement to detect movement.
  • For optimum use of caregiver phone data, the App shows the last viewed watch location.
  • To see the latest watch location, click on the ‘Locate Watch’ button.
  • Still showing the wrong location?
    1. Watch must be ON and cellular signal visible in status panel present on top of watch home screen.
    2. Move the watch position preferably outdoor.
4. Unable to send chats messages from watch?
  • Locate motion solution comes with 10MB of monthly data balance that is sufficient for basic tracking and chat.
  • If you exceed 10MB per month of data frequently. Please reach-out to Locate Motion support team to upgrade data plans that suits your need.
5. Unable to add new watch to existing caregiver App account?

 

  • Type the correct Watch ID, Do not add IMEI number (present at the bottom)
  • If unable to read the QR code via Camera, manually type in the Registration Code.
  • If the sticker is missing from the back of the watch, please reach-out to Locate Motion support team and we will help you register.

 

6. Forgot App caregiver account password?
  • Go to option, ‘Forgot Password’ on the App Login Screen of the phone.
  • Make sure you are sending request from your registered mobile number (‘P-number’given at the time of caregiver new account registration)
  • On retrieve password screen, type in caregiver registered email address to receive a verification code.
  • You will have to use the code within 10 minutes to complete the password reset.
  • If you complete new password request, then entering of old password will not work anymore.

 

7. Is the Watch waterproof?
  • This Watch is not designed to be used while swimming or to go under the shower. It is Life Waterproof means it can withstand light water spills but not for swimming.

 

8. How to make SOS Call from Watch?

NOTE:The watch display must be active to activate SOS. Simply press either the SOS or power button to activate display.

  • When met with emergency, the watch wearer can press SOS button on the bottom of left side of the watch.Simply, press and hold the SOS buttonfor 2 seconds
  • You can easily set up to 3 SOS numbers using the Locate motion mobile app. The device will call the 3 SOS numbers one by one in case the first number dialled does not pick up. The cycle will be repeated once more in case none of the numbers pick up.

 

9. How accurate is the location of the Watch?
  • It is a real-time location, depending on your internet connection you can have some seconds of delay. The location precision is 50-100 meters accuracy.
  • Always press ‘Locate Watch’ button on the App to find the watch latest location. The App does not refresh automatically for optimum data consumption of both watch and your phone.

 

10. How frequently Watch location stored on Locate Motion server?
  • When the Watch is in motion, the tracking interval for the location is set to 10 Minutes (As Default).
  • This interval can be changed on the App ‘Settings’ à ‘Work Mode’ to 1 Min, 10 Min or 1 Hour.
  • Each mode will result in drain the charge of the battery in the watch differently. Locate Motion recommend using 10 Min (As Default) for optimum battery life.

 

11. I want to track Watch more frequently - How to fix the delay?
  • If you want to track more frequently, change watch ‘Settings’ à ‘Work Mode’ to Follow (1 Min).
  • Please note the watch will now use much more data and watch battery will not last more than a day.

 

 

12. Can I use another micro SIM in the Locate Motion Watch?
  • Yes, you can use a micro SIM card with active 3G voice, data and SMS plans.However, Locate Motion cannot guarantee that it will work.
  • Locate Motion will soon launch Watch with Global IoT Connectivity for customers outside Canada. Please leave your email address (no commitment) here to be notified of our International Launch.

 

 

13. How is SMS notifications different?
  • Locate Motion App notifications are free of cost. But only caregiver using the App will receive notifications.
  • In case of SOS / Watch Battery Low, you might also want to notify someone through SMS (only Canadian phone number). Up to 5 SMS are included in your monthly plan. If you activate SMS notification above 5 SMS, you will have to pay applicable charges.

 

14. How do I find the phone number of the watch?
  • Once you have setup the watch and especially the SOS functionality as shown in our registration video, you can try to call yourself (caregiver) from the watch. You must store this number in your phone contacts for future use.
  • We will send you the watch phone number along with other information in the box.

 

15. What if I lose the Watch?
  • The customer can use ‘Ring Watch’ feature on the App or ‘Locate on Map’ to find the watch.
  • Still unable to locate? Want to buy a new watch by sending an email to supportlocatemotion@markitech.ca. It is priced at $99 for trial period (33% discount) and we will send you a new SIM with it.

 

16. Can an International phone number be included as an SOS number?
  • No, at present SOS numbers use is restricted to Canadian or US number format only.

 

17. Does LocateMotion watch work outside of Canada?

Our teams are working to extend global connectivity soon but at this moment we do not support outside Canada. However, LocateMotion watch supports any 3G SIM. Especially for our international customers, we recommend using any local 3G cellular SIM (with active data and voice plans).

 

18. What is the warranty on watch?

LocateMotion watch comes with a one-year limited warranty, from the time of receiving it, which protects you against manufacturing defects.

19. If I am not completely satisfied with the product, can I return the watch?

There is a 30-day satisfaction guarantee, so that if you are not satisfied with your purchase, you can return our watch in its original condition to receive a full refund. To learn more about our policy, please refer to terms and conditions page.

20. Can I use my own 3G SIM? Do I still need to pay monthly / annual fees?

We partner with Canada’s best IoT network to provide reliable connection anywhere at an affordable price. However if you want to use your own SIM, LocateMotion supports any 3G SIM (with active data and voice plans). After receiving LocateMotion watch, simply send an email request to support_locatemotion@markitech.ca to cancel subscription (for Freedom plan) / to avail a refund of CAD $149 (for Care plan)

21. Do I need to turn on my phone data to track the device?

 

 

Yes, data is required to be on in order to track the device, if not already connected to Wi-Fi.

 

 

22. How long is the battery life? How does it take to charge the device?

 

 

The battery life ranges from 2-3 days depending on usage. The battery percentage can be located on the top of the watch screen or through the LocateMotion app.

It takes 30 minutes to charge the watch to 100%.

 

 

23. What is the difference between the Care and Freedom Plan?

 

 

The Care and Freedom Plan offer the same services but differ in payment methods. The Freedom Plan is a monthly payment of $19 after purchasing the $149 LocateMotion solution. The Care Plan is an annual payment of $149 after purchasing the $299 LocateMotion solution.

 

 

24. Are LocateMotion devices available in the US?

 

 

LocateMotion devices are coming soon to the US.

 

 

25. How accurate is the real-time positioning feature?

Depending on the accuracy of the GPS and cell towers from the wireless company, real-time positioning is accurate to an approximate location of 50-100m.

26. How do I guarantee the accuracy of the Watch?

Accuracy is not guaranteed, but rather within a range of 50-500m depending on the signal strength of your location. GPS is most accurate along with Wi-Fi location. LBS is up to 500m accurate depending on 3G.