Stay calm, we're here to help! If you are finding it difficult to find and connect to your Turner Watch via the NKTW app, follow these simple steps. 

This article is for those who are unable to connect at all, if you're able to connect to the watch and you're finding it hard to send a time to the watch - check this article: Question Mark in the Battery Reader. 

Before following the trouble shooting steps below - please try all of the following suggestions: 

  1. Hold the watch close to your phone. 
  2. Update your app to the lates version. 
  3. Move away from other bluetooth devices. 
  4. Forget the watch in your phones bluetooth settings. 
  5. Disconnect the watch from the settings of your phone. 
  6. Be patient when connecting for the first time. 
  7. On android devices, try clearing the app's cache. 

Step 1: Confirm your watch is on and running

Super simple, check to see if the second hand on your watch is ticking and running as normal. You may accidentally be on force time. To confirm you are not on force time, press the crown of your watch once and the watch will return to normal time. 

It's important that the watch is running as usual and not in force time when trying to connect. 

After long periods of time, your watch may automatically switch off. To ensure your watch is turned on, press and hold the crown for three seconds until the hands start spinning. Only try this is the watch hands are not moving as normal. If the watch hands spin when you press and hold the watch for three seconds - try to connect again. If you're unable to connect after this, move to step 2. 

If your watch is now running as normal, try to connect via the NKTW app. 

If this step does not resolve the issue, move on to step 2. 

Step 2: Check for the watch in your bluetooth settings

Head to your phone's bluetooth settings and confirm the watch is visible as a nearby device. Turner Watch bluetooth ID's usually begin with NK#. 

If you can see a Turner Watch, disconnect it in your phone settings and also forget the device from the phones settings. 

After doing so, try to connect via the NKTW app. 

If this step does not resolve the issue, or you are unable to see your watch in the bluetooth settings, please proceed to step 3. 

Step 3: A hard reset 

Next, try a hard reset of your Turner Watch:

Press down the crown for about 10 seconds until the hour hand starts moving, then immediately press again for 10 seconds until the minute hand starts moving. Both hands should stop at the 12 o'clock position. This resets your watch to the state it was when originally sent to you. (Please only do this once, and only do so if advised by a support team member. Please do not suggest this process to other Turner Watch users. Instead, please have them contact us if they believe that their watch needs to be reset.)

Following this, try to reconnect via the NKTW app. You will need to hold down on the crown for three seconds in order to reactivate your watch/sync it with the app.

If this step does not work, please proceed to step 4. 

Step 4: A full reset 

Ok, no worries - let's try resetting the app and your Turner Watch. 

  1. Uninstall the Turner app
  2. Make sure the watch has been forgotten in your Bluetooth settings
  3. Restart your phone
  4. Re-install the Turner app
  5. Press down the crown for about 10 seconds until the hour hand starts moving, then immediately press again for 10 seconds until the minute hand starts moving. Both hands should stop at the 12 o'clock position. This resets your watch to the state it was when originally sent to you. (Please only do this once, and only do so if advised by a support team member. Please do not suggest this process to other Turner Watch users. Instead, please have them contact us if they believe that their watch needs to be reset.)
  6. (If you are using an Android phone) BEFORE OPENING THE APP, wipe the app cache. You can do this by going to Settings -> Applications -> NKTW / Turner Watch -> Storage -> Delete / Clear Data and Cache
  7. Open the app and try to connect the watch as normal (You will need to hold down on the crown for three seconds in order to reactivate your watch/sync it with the app.)

If you made it this far and you are still struggling to connect to your watch - the issue is almost always with the watch battery. Thank you for your patience and for following each step carefully, we'll work with you to get you performing again as soon as possible. 

If the hands do not tick as normal, and the hands never moved during the steps above, your watch battery is almost definitely dead. You can refer to this article for advice on your watch battery: Turner Watch Battery.

If you made it through all these steps and you believe your watch battery is not dead, and the hands on your watch are running as normal, please contact a member of the support team. Include important info, like which model of phone you are using, your order number and if/when you last changed your watch battery. Let the team know you followed all the steps above. 

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