Support Center

Every device ships with a SIM included. Activate it online using the 19-digit SIM number printed on the SIM card, then turn the device off and on. Our activation page (me-watch.com/activate) walks you through each step.

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

A 4G LTE cellular service. Service on the included SIM covers the United States except Alaska, and coverage depends on your location. U.S. devices work in North America only.

Don’t rely on it. The SOS button calls the contacts you set in the parent app, not 911, and the location you see in the app is not sent to 911. Make sure your child knows another way to get help in an emergency, such as asking an adult nearby or using any phone.

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.

It depends on the plan you choose. Check the allowance when you activate, and contact us if you’re not sure.

Your plan is managed from the account where you activated your line. Not sure where that is? Contact us and we’ll help.

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, so 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.

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, a camera, GPS. L12 Prime: a dedicated system with GPS and no apps. K12 Light: a dedicated system with GPS and a step counter, the most basic and accessible of the three.

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, so 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.

Delivery takes 2-5 business days from payment confirmation. See our Shipping Policy for details.

Our Returns & Refund policy explains what applies to your order. For any question, contact us with your order number.

A 12-month limited warranty covers software faults and a device that arrived defective out of the box, if you tell us soon after delivery. Hardware faults of any kind (screen, including touch, backlight and display, audio, buttons, charging, battery, strap and body), breaks, cracks, liquid or moisture damage, wear, unauthorized repair, loss and theft are not covered. Your rights under consumer protection law, including implied warranties, are not affected. An optional monthly screen-protection plan is available (effective after 6 months of payment).

Screen faults of any kind (touch, backlight or display) are hardware faults and are not 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.