Support Center

Your device ships with an active SIM already inside — there’s nothing to set up with a carrier. Just power it on and follow the setup in the parent app.

The SIM number is printed on the card in the box, and on the SIM itself inside the device.

A dedicated 4G LTE cellular service with nationwide coverage, provided as part of your MeWatch plan.

Make sure the SIM is seated correctly. Restart the device. Allow a little time after activation, and make sure you’re in an area with coverage. If the problem persists, contact support.

Data is capped — your child can’t overspend. Once the data allowance is used up, browsing stops while calls and texts keep working.

Yes, anytime — contact us and the change takes effect promptly.

Charge it for at least 30 minutes. Press and hold the power button for 3–5 seconds. Make sure the charger is connected properly. If it still won’t turn on, it may need repair — contact support.

Make sure the SIM is installed correctly and the line is active. Restart the device. Make sure you’re in an area with cellular coverage. Try removing and reinserting the SIM.

Make sure the SIM is active and you have signal. Check that the number is correct. Restart the device.

Our parent app is YQT Smart (available on the App Store and Google Play). Make sure you entered the correct registration code from the back of the device, and that the device is online. Try removing the device from the app and adding it again. If it still doesn’t work, contact support.

GPS needs an open sky; accuracy drops indoors. Leave the watch outside for a minute to calibrate. Note: the K12 Light uses LBS only, which is less precise than GPS.

Lower the GPS update frequency in the app, turn off unused functions, and enable power-saving mode. A typical charge lasts 1–3 days depending on use.

Reset the code through the parent app. On K12 Ultra: Settings → Security → Reset code. If that doesn’t work, contact support for remote help.

K12 Ultra: Android, messaging, WiFi, two cameras, GPS. L12 Prime: a dedicated system with GPS and no apps. K12 Light: a dedicated system with LBS (not GPS) — the most basic and accessible.

K12 Ultra is a smartwatch. FirstPhone is a safe phone with a 2.8" screen. Both have 4G and GPS, but FirstPhone feels like a real phone without internet access.

K12 Light: 5+. L12 Prime: 5+. K12 Ultra: 7+. FirstPhone: 6+.

No. No MeWatch watch or phone is water-resistant — keep it away from water; water damage isn’t covered.

Our parent app for all MeWatch devices is YQT Smart, available on the App Store and Google Play.

Items ship within 1–3 business days, and delivery is typically 3–7 business days after dispatch. See our Shipping Policy for details.

Yes — most items can be returned within 30 days, unused and in their original packaging. See our Returns & Refund policy for details.

A 12-month limited warranty covering software and internal manufacturing defects. Screen breakage, water damage, loss, and theft are not covered. An optional monthly screen-protection plan is available (effective after 6 months of payment).

Screen breakage isn’t covered by the warranty. If you have the monthly protection plan and have paid for at least 6 months, repair is at no extra cost. Otherwise, contact support for a repair quote.

Contact us right away with your order number and the charge details, and we’ll investigate and fix it.