Frequently asked questions..

Technical difficulties


How to use your smartwatch!

Here you will find our instructions on how to use your Kids Safety smartwatch. Failure to use the smartwatch according to the instructions, can have an effect on the warranty.
See the instructions on How to use your smartwatch

Where can I watch video guides?

You can view our video guides on our YouTube channel Kids Safety ApS

I'm having trouble with the SeTracker2 App!

See our detailed SeTracker2 guide and SeTracker2 pdf guide.

I'm having trouble signing up for the SeTracker2 App!

Have you purchased your smartwatch at this webshop, then please send an email to info@kidssafety.eu with your Kids Safety order number, that you got when purchasing the smartwatch at Kids Safety's webshop.Then we will return within 72 hours, with a solution.

If you haven't purchased your watch at Kids Safety's webshop, then see our Resetting SeTracker2 smartwatches service.

PLEASE NOTE: Kids Safety are not the developers SeTracker2 app.

I'm having trouble with the Pet Tracker!

See our detailed guide of the PetTracker on kidssafety.eu/PetTracker

General Issues

I have inserted the SIM card into the smartwatch, but it does not work?

To make the connection possible, first insert the SIM card into a mobile phone and permanently remove the PIN, as it is not possible to enter the PIN on the watch.
When the SIM card is reset, it should start normally.

Why does the application show SeTracker2 Device offline / no networking

When the sim card is inserted and the pin code removed, then the smartwatch may display "device offline" or "no networking". This is often because the IP address is wrong on the watch.
You can find the solution in this video: Kids Safety Device offline

Why does my mobile show full signal, when there is no signal on the watch?

The signal on most mobiles must not be confused with the signal on the watches.
Mobile phones today use (2G), 3G and 4G, where the watch use the 2G network. This means, that a mobile can have full 3G or 4G coverage.
Do you live in a densely populated area or outside bigger cities, there may be holes in the mast signal and you will experience signal strength dropouts.

I have purchased a Lyca prepaid mobile card, but it does not work?

Lyca is unfortunately the only sim card, that we have not yet got to work, because it's missing some APN, MNC and MCC information from the provider and unfortunately, they cannot help.
We therefore recommend, that you choose one of the major telecom providers, with a regular subscription, which can later be used on a mobile phone when the time comes.

Should I choose a prepaid mobile card or a mobile subscription?

We recommend buying a regular mobile subscription to the smartwatch. Our watches, especially the waterproof, do not benefit from the sim card being taken in and out of the watch each time the prepaid card has to be refilled.
Because, this can ruin the watch's rubber membrane, which we do not cover.
In addition, a subscription is often cheaper than a prepaid card, as the consumption expires faster on the prepaid card, as the rates are higher.

When do telecommunications companies stop using 2G?

2G network better known as the GSM network, used for voice, data and slow mobile broadband, where 3G and 4G networks are used for data, mobile broadband and internet.
For several years, telecommunications companies have talked about closing the 2G network to exploit the frequency range of the 5G network, also known as the Internet of Things (IoT). It is a long-term and expensive process, where European telecom providers still have a number of challenges before they can implement 5G. Therefore, it will take a minimum of several years before the first telecom providers begin to shut down their 2G network.

Why does the watch use 2G and not the 3G or 4G network?

Since the smartwatches can't go on the Internet, there has been no specific reason why they should use 3G or 4G.
In addition, the 2G network is the most widely used in Europe, covering the entire area, where 3G slowly is beginning to cover the largest parts, primarily urban areas. Similarly, 4G is also well-known for coverage, and now covers all major cities, while outlying areas still have a way to go.

Why is data used, when the watch is used only to dial?

There are minimal (typically maximum 75 MB per month) data usage from the watch, as they cannot access the Internet. The data used is, when the watch updates the GPRS signal.
This may have an effect for customers who use prepaid cards. Thus, it is different from provider to provider, how they choose to rate their traffic. We highly recommend, that if you are very dependent on the GPS function in the watch, then it is clearly best and often the cheapest way to choose a regular subscription with a little data included.

Which provider should I choose?

It is always a good idea to see, which providers are on the market. What they offer price-versus signal coverage. Is the purpose of the watch, that the GPS function is to be used a lot, so it is most reasonable to choose a provider with good 2G signal coverage in your area.

Does the watch work on weekends, when I have activated the "do not disturb" function on?

The "do not disturb" function only works on weekdays (Monday-Friday) as it is intended, when the child is in an institution /school.

Why can the smartwatch make outgoing calls, when the "do not disturb" feature is turned on?

The manufacturer has recently changed the function on the smartwatch without touch. This means, that on the watches with buttons 1 and 2, can call the first two numbers in the phone book, even if the "do not disturb" function is turned on.
The watches with touch will still not have the possibility to make outgoing calls as the touch screen is locked, and therefore the phone book cannot be accessed.
The SOS button always works regardless of whether "do not disturb" is active.

I have got a new telecom provider. Can I change the number of my GPS watch?

Yes, you can easily switch to another SIM card, with another phone number. Simply put the new sim card in the watch and use the new number.

The pedometer does not display correctly. What can I do?

The pedometer is dependent on several factors, which for example includes arm movements, height and gravity.
Just be aware, that if the signal is lost, then the watch does not count steps in this period. This can give a misleading picture of an entire day depending on how long the watch has been without signal.
If you have a problem with the signal, try to change the LBS status in that area.

Can I remove ads from the app?

The ads on SeTracker2 today can be removed on a 1, 6 and 12 month basis, which is the first thing you see when trying to remove the app's ads, as many feel they may be annoying.
If you remove the check mark that is below the automatic payment (Automatic Renewal), you will see a new price that will permanently remove the advertisements.
However, the advertisements after payment will only be removed on the English language version. You can choose your preferred language at the login page of the application.

How do I ensure my waterproof smartwatch stays waterproof?

To be sure that water cannot get into our waterproof models, check the following:

  • The SIM card flap is properly screwed on
  • The SIM card flap is not broken after clamping
  • The screen is not broken after play

If any of the above applies and there is water in the watch that damages it subsequently, the warranty will not apply.
If you have any questions about the above, please contact us by phone or email.

How can I compare the watches!

If you want to compare the different watches on our site, you simply click on the compare butten on the products, by hovering over them and click on the button in the middle.
Every time you click compare on a product, you get a popup, where you can view your chosen product comparison.
Your comparisons will open in a new window, where you have the opportunity to print.

Payment Methods

How do I pay with Paypal?

When you choose PayPal as the payment method, you will be directed to the PayPal website after you have approved your information.
You must either register as a user or log in.
Then you complete the payment and will receive mail from both us (your order confirmation) and PayPal.

How does general payment work on the page?

If you choose to pay with one of the given cards we receive on the website, then a box will appear on the right side, where you enter your card details and end with the payment.
Kids Safety do not have access to any of your informations.


How do I return a product purchased at kidssafety.eu?

It's important, that you notify us before returning a package.
When you return the item, please describe the issue as detailed as possible.
You can send it to our mail at info@kidssafety.eu

I have not received my package yet!

Usually it will take 1-7 weekdays from your order and until you receive the package.
You can always follow the package with your Track & Trace number (Shipped with GLS or Postnord from Denmark).
If you are in doubt, feel free to contact us on info@kidssafety.eu.

Can I get my money back, if I return my purchased item?

Yes of course! You have 14 days return policy, valid from the day you receive the item.
It is important, that the item is in the same condition as when you received it. You can read more in our terms of trade.

Will I receive the full purchase amount, when I return within the 14 days return policy?

As a starting point, you as a customer always get your full purchase amount back upon return within the 14 days return policy. However, if the item has lost value and it is because you have used it in a way other than what was needed to determine the nature, characteristics and functioning of the item, you can only recover a portion of the purchase price. The amount you can get back depends on the trade value of the product, and in some cases it may mean that you can only recover the shipping costs. For further information, please refer to Kids Safety's terms and conditions.

Is it safe to shop at kidssafety.eu?

Yes! You can safely shop at kidssafety.eu. We are a Danish webshop, where all transactions with credit cards are made via an encrypted payment module at Nets/Teller

Other things

Where can I buy screen protective film for smartwatch?

Kids Safety does currently not sell protective film for our watches. We recommend buying a screen protector for an expired iPad or mobile at one of the country's many electronics retailers. The film can be cut with scissors to fit the watch.

How do I get my invoice?

Your invoice will be sent directly to your mail, when we send your order.

How do I follow my order?

Once you have made a purchase with us, you will receive an email with your track & trace number.
With the track & trace number you can then can track your goods are in the delivery route, on the postal providers website.

How long warranty do I have on my new item?

When you buy from Kids Safety, you will receive a 2 year warranty on your goods as long as the item is treated as directed in Smartwatch Manuals & How to use your smartwatch, and general common sense.

The warranty covers defects that have been present at the time of purchase from the factory, and also hidden defects from the factory, which only has appeared later.

The warranty is not justified if the error is caused by an incorrect / improper use of the product, wear and tear, external influences or other injurious behaviour. Or, in other cases, you have either intentionally or through gross negligence destroyed the product yourself. Here is meant damage that you yourself cause, for example by exposing a non-waterproof watch to water. In that case, you either have to replace the item yourself or contact your insurance company.

How can I check, if a product is in stock again?

If we have an item sold out, which you wish to purchase, you can send us an email at info@kidssafety.eu and we will inform you when the item will be on stock again.

Something's wrong with my smartwatch - what do I do?

If you experience any errors with your product purchased at Kids Safety's webshop, please contact us at info@kidssafety.eu or phone (+45) 71 741 797. We are ready to help you solve the problem! Please have your order number ready.

Can the watches be hacked?

We are familiar with the Norwegian tests, which in back in 2017 tested 4 GPS watches.
The assessment is that the study is very defective, as they haven't hacked anything, as they had direct access to the watches.
Furthermore, none of our GPS smartwatch models were included in the test. However, there was one producer who subsequently chose to withdraw their product until they had secured their watches.

Of course, we can never guarantee that no one can hack the smartwatches. But since we ourselves have used the watches for our own children for about 4 years, we have of course also had to think about this.
Our conclusion is that a person who can hack our children's watches, also can hack our phones or our bank account.
That being said, the watch is considerably safer than our mobile phones, as any data cannot be used for anything.

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