Unable to sync TomTom Spark 3 with TomTom Sports App

Bowers
Bowers Registered Users Posts: 2
Apprentice Traveler
edited January 24 in TomTom Sports
Hi -
I have a new TomTom Spark 3 watch which I had paired with my Apple phone and was working fine. After a couple of weeks, the battery ran out and I re-charged the watch. A couple of things have now happened:

- Watch defaults to 'Demo' mode and I have to re-set it each time
- Watch will not sync with the app. App says "waiting for watch" even though the watch is awake. I un-paired them to see if that would fix the issue, but now I cannot even pair the watch and phone.

Please advise!

Comments

  • tfarabaugh
    tfarabaugh Posts: 16,932
    Superuser
    Bowers wrote:
    Hi -
    I have a new TomTom Spark 3 watch which I had paired with my Apple phone and was working fine. After a couple of weeks, the battery ran out and I re-charged the watch. A couple of things have now happened:

    - Watch defaults to 'Demo' mode and I have to re-set it each time
    - Watch will not sync with the app. App says "waiting for watch" even though the watch is awake. I un-paired them to see if that would fix the issue, but now I cannot even pair the watch and phone.

    Please advise!

    For the demo issue, perform a factory reset and it should be fine, sounds like a bad install. To do a factory reset, make sure the Connect software is running and dock the device to your computer. The Connect window will open; press the gear at the top right and select factory reset from the next screen. Follow the steps provided and when prompted to register or sign in to MySports, select sign in and use your existing account credentials. It is fairly straightforward and should take less than 5 minutes.

    For the phone syncing, you first need to remove the watch from the phone's BT menu (in iOS you have it forget the device) after you reset or try pairing again. The steps are: factory reset the watch (which you did), uninstall the app (you can probably skip this as you just installed it), remove or forget the watch from the phone's BT menu, reinstall the app (only if you uninstalled the app), select Pair New on the app, select Pair New on watch (press down from the clock and select Phone>Pair New, not Sync) and follow the prompts on the phone. You should not be pairing the watch first through the phone's BT menu; it is all done through the app and you must have the phone forget the watch in the BT menu before re-pairing.

    I hope this helped answer your question. If so, please mark it as a solution so others can look for it if they have the same question.
  • elbo
    elbo Registered Users Posts: 49
    Apprentice Traveler
    Bluetooth connectivity is definitely broken. Please report it to tomtom support. Maybe, maybe, tomtom will realise they have to look in to it.
  • Bowers
    Bowers Registered Users Posts: 2
    Apprentice Traveler
    I tried the above solution and it did not work. I gave it a chance to see if the phone would start working and issues resolve over time/more usage but I continue to have the same issues (demo even resets once you click away from 'Run'). I am outside of Amazon returns policy but as the watch is defective what is the best method to return it?
    Also the step counter also has not worked since I got the watch as the number of steps is completely overstated e.g. I would sit down for an hour and it would say 70 steps.
  • tfarabaugh
    tfarabaugh Posts: 16,932
    Superuser
    At this point I would suggest calling Customer Support to see what they can do. They are able to more deeply investigate and diagnose problems than we can here on the user forum. To get the number for Customer Support, go to tomtom.com/support, choose Contact at the bottom, select the service required and the product name and click Contact Customer Care and then Phone Us. It will give you the phone number for the country your account is registered under (this can be changed by clicking the flag icon in the bottom right corner of the screen).

    I hope this helped answer your question. If so, please mark it as a solution so others can look for it if they have the same question.