Support

Need help with ConnectWear? We're happy to help.

Email us and we'll get back to you, usually within a couple of days.

To help us sort things out quickly, please include your Apple Watch model and watchOS version, your phone model and Android version, and what you were doing when the problem happened.

Common fixes

The watch won't connect to my phone

Open the ConnectWear app on your phone and make sure the link is started (tap Start link if it isn't), and that Bluetooth is on for both devices. If the watch stays on "Discovering…", turn your phone's Bluetooth off and on again, then tap Start link. After updating or reinstalling the phone app, tap Start link once more.

Alerts are late when the watch app isn't open

When the watch app is asleep, alerts arrive as push notifications, which need the watch to be online: through its iPhone, a known Wi-Fi network, or your phone's hotspot. Over Bluetooth alone, alerts show up the next time you open ConnectWear.

I can't turn on the accessibility service

The accessibility service is used for Phone Shutter, starting routes and pressing alarm and call buttons. If Android shows it as a restricted setting, open Settings → Apps → ConnectWear, tap the ⋮ menu, choose Allow restricted settings, then turn the service on under Accessibility. Some phones hide this option while a security feature such as Auto Blocker is on.

My steps don't show up in my health app

ConnectWear saves steps, heart rate, workouts and sleep to Health Connect. Apps that read Health Connect, such as Google Fit and Fitbit, show all of it. Samsung Health currently shows everything except steps from other apps. Make sure ConnectWear has Health permission on the watch and Health Connect permission on the phone.

Media on watch won't sync

Keep the watch and phone on the same Wi-Fi network (or connect the watch to your phone's hotspot), and keep the ConnectWear app open on the watch while it syncs. Files can be up to 500 MB each. If a file stops partway, tap Sync now again and it starts over.

Turn-by-turn directions don't appear

Turn-by-turn works with Google Maps. Make sure ConnectWear has notification access on your phone and that Google Maps' navigation notifications are turned on.

Ask AI says my key doesn't work

Ask AI uses your own API key from Anthropic (Claude) or Google (Gemini). Check that the key was pasted in full in the phone app and that your account with that provider has credits or a free quota available.

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