Sometimes it might be necessary to perform a factory reset of your watch.
Due to security reasons, the X5 Play (eSIM) doesn't have a button to reset the watch. Only the primary administrator can reset the watch by deleting it from the app. To do that, tap on the menu of the watch in the app and scroll down until you see the last option "Remove watch". Tap on the button and confirm by clicking "Remove".
Note: The watch can only be reset while having access to mobile network.
Before resetting the watch, please make sure that the SIM-card has data volume and the watch has enough coverage. If the position of the watch is being updated and messages can be sent, the watch has access to mobile network, and the reset may be fulfilled. Please mind that all settings will be deleted, and you will need to activate your watch once again.
X5 Play eSIM: If you factory reset the watch via app, the eSIM will be deactivated and you will need to get a new and active eSIM from your eSIM provider.
If you want to factory reset your watch, we recommend you to contact us via firstname.lastname@example.org. Send us the IMEI number (to be found in the Settings of the watch and on the packaging) and ensure that the watch has an active Internet connection.