If the touch screen on your Loop device is not responding, please press and hold the power button for a full 60 seconds (1 minute) to hard power cycle the device and resolve the issue.

If the issuse repeats for any reason, performing this step should reset the device.

If the problem persists, contact our customer support team for further assistance.

The power Button on your Loop is located on the bottom cover. Hold the power button for a short time (Approx 5 seconds) to turn the watch on or off.

Holding the button for a long press (20 seconds) will "soft reset" the watch, you should feel it vibrate.

Simply douple tap anywhere on the screen face to wake the watch up.

Touch screen not responding? Clean watch face using a dry cloth. Completely power down your Loop by holding down the power button for 20 seconds to do a soft reset. Restart your watch.

How Do I Charge my Loop?
The supplied charging cradle magnetically attaches to the rear of your Loop watch.

Plug one end of the supplied USB-C cable into the charging dock and the other end into a 5V/1Amp USB power source.

Once the watch is receiving charge, the screen will illuminate and display a charging symbol for 5 seconds.

Why isn't my Loop Charging?
If Spacetalk Loop does not appear to charge, follow these steps:

1. Inspect the four gold contacts on the Charging Cradle and on the rear of Spacetalk Loop for damage.
2. Ensure Spacetalk Loop is seated correctly on the charging cradle and the charging cradle is not upside down. The four gold contacts on the Charging Cable should line up with the four gold contacts on the back of Spacetalk Loop. 
3. Check to make sure the USB power source is working. This can be tested by plugging in another charging cable for a phone or other device to ensure this can send charge.
4. Clean the gold contacts on the Charging Cradle and on Spacetalk Loop with a dry cloth. Ensure they are dry before proceeding.
5. Try to hold down the Power Button for 20 seconds to perform a soft reset.

If you continue to experience charging issues, please reach out to our Support Team.

How do I View my Battery Level?
You can check the battery level in a variety of ways. To check the battery level on the watch, swipe down at the clock screen to see the battery level in the top right corner.

To check the battery level of the watch from the Spacetalk app, the battery level will be displayed next to the device name on the map screen. Your Adventurer will also send notifications to the Spacetalk app when the battery level reaches 15% or below as well as when the battery goes flat.

How can I maximise the battery life of my Loop?
Ensure your Loop is fully charged overnight to a 100% battery capacity.

Short location update intervals (e.g. 5 minutes) are not recommended for day to day use as they will consume the battery faster. For the best battery performance, we suggest using your Location on Demand feature in combination with a longer update interval or interval updates turned off.

Keeping your watch's software up to date will also ensure you can benefit from the latest battery optimisations.

If you are using a pre-paid SIM card, it is also recommended to check that your SIM card has credit balance on it as battery life can be impacted due to data connectivity issues.

No Network Connection
You can check the network signal strength on your Loop. by swiping from the top to bottom on the touch screen. The network signal strength and the network name should be displayed. If it isn't, follow these steps:

• Check that flight mode is not active.
• Check that the SIM card has been inserted correctly.
• Hold down the Power Button for 20 seconds to perform a soft reset.
• Confirm the SIM card has been activated correctly with your provider. If in doubt, remove the SIM card from your watch and test in another device or phone.
• Check that voice, SMS and data are working.Confirm the SIM card has valid credit. If necessary, recharge the SIM using the provider's recharge process.
• If available, try another SIM card in your Adventurer.

Network Error Messages
'No SIM' messages: The watch is unable to recognise a SIM card within the SIM card reader.

We recommend turning the watch off, taking the SIM card out, ensuring there is no damage to the SIM card or the watch itself. Re-insert the SIM card into the watch and power the watch back on.

If the watch is displaying signal bars and also 'No connection' on the clockface, to narrow down the source of the issue, navigate to the information menu on the watch by swiping down and selecting the settings then information and select 'Software Update'. This will prompt the watch to use the SIM card's mobile data to check for the latest software. Dependent on the result of this, please see below for next action:

'Your Spacetalk is already on the latest software': The watch is able to access sufficient mobile data from the SIM card. If the watch is still showing 'no connection' ensure that the SIM also has sufficient credit allowance. This can be done by making a call to the watch, letting it go through as a missed call and returning the call.

If after the above troubleshooting does not resolve the 'No connection' message displayed on the watch, contact our support team.

The Spacetalk Loop has been specifically designed to operate on all 3G and 4G networks in Australia and New Zealand. If you are experiencing poor coverage, check with your service provider about the coverage available in your area.

Why are my incoming calls are rejected?
Your Loop watch will only receive incoming calls and SMS/MMS messages only from people listed in the watch's contact list. To check your contacts in the Spacetalk app, tap on the 'Home' button, then tap on the device, and tap 'Watch Contacts'. You may also choose to block calls from unknown numbers. This is set by default but guardians can choose to disable this feature to allow all incoming calls and messages.

If your number is listed in the contacts on your Adventurer watch and your call is rejected, please check the caller ID settings of the calling mobile phone. Your Loop detects who is calling from the incoming caller ID and determines if it will permit the call or reject the call. No caller ID will cause automatic call rejection from the watch.

My Audio levels are low?
You can adjust audio levels from your watch speaker. While in a call, the volume control appears on the Loop's screen. Adjust the volume using this control. Additionally ensure the screen protector is not covering the speaker port.

Why does my Loop not ring, only vibrate?
This is most likely due to the ring volume level being turned down or off. From the clock screen, swipe from top to bottom to reveal the control centre. Tap 'Sound' to reveal the volume slider.

Soft Reset
Pressing the Power Button on the underside of Loop for 20 seconds will perform a soft reset and will not wipe any user data.Factory Resetting

Factory Resetting
To perform a hard factory reset, from the clock screen, swipe from top to bottom to select the 'settings' menu. Tap 'Settings' scroll through the list to 'Factory Reset'. The watch requires a PIN number to avoid accidental reset. The PIN number is the last four digits of the IMEI number. The IMEI number can be found in the Information menu.

Important: Factory reset will wipe all user data including pictures and videos that may have been recorded. If you wish to save these, we recommend sending these from the watch to a mobile phone prior to performing a factory reset. After your Loop has been reset, the initial set-up procedure and watch pairing with the Spacetalk App will need to be repeated. If your Loop has been paired previously with the same account, when performing the pairing process the Spacetalk app will allow the apps previous settings to be restored.

How do I add contacts to my Loop?
An unlimited number of contacts can be added to your Loop watch. Contacts are added in the Spacetalk app. To do this tap on the 'Home' button, then tap on the device. Under 'Watch Contacts' tap on the plus symbol to add a new contact.

During set-up, a contact can be selected from your list of contacts on your smartphone or by adding a new contact. The name entered in this menu will be the name which will come up on the watch to call/message the contact.

Contacts can also be flagged as emergency contacts for use when the Spacetalk's SOS function is activated. Emergency contacts will appear in the watch contacts list with a red icon to the right of the contact name.

Loop watches in Australia are locked to the Spacetalk Mobile network and require a current paid wearables plan.

Spacetalk Mobile SIM plans are specifically designed for the needs of Spacetalk watches and come with unlimited talk and text. Watches using Spacetalk Mobile plans are eligible for a free Spacetalk app subscription (T&C's apply). For more information regarding Spacetalk Mobile click here.

Loop watches in New Zealand are not locked to a network and do not come with a SIM card. You will require a nano SIM card and paid plan.

Loop devices sold within Australia are restricted to use with Spacetalk Mobile. As Spacetalk Mobile do not offer international roaming on their wearable or mobile plans, Spacetalk Loop is recommended for use within Australia.

Devices sold in New Zealand are recommended for use in New Zealand only.

In Australia, Spacetalk Loop comes pre-installed with a Spacetalk Mobile SIM card. Prior to purchasing, please check your coverage within your area. You can view the coverage map here.

Scan the QR code on the Spacetalk Mobile card in the box, or alternatively go to https://mobile-activate.au.spacetalk.co/activate-now and follow the steps to activate your SIM and purchase a plan.

Hold on to the Spacetalk Mobile card in your box as you will need your SIM number during the activation process. You will need a driver's license, passport or Medicare card to verify your ID and a valid credit card for payment to complete this step.

Spacetalk Loop is rated as IP67 water and dust resistant. It has been tested submerged at a depth of 1m for 30mins. This rating means that Spacetalk Loop will be more tolerant to splashes, accidental submersion and rain. We do not recommend actively swimming, bathing or showering with Spacetalk Loop fitted.

Our systems incorporate industry best practice data security. All data transmitted between Spacetalk devices and our Spacetalk apps use enterprise-grade encryption. Data stored on our servers is encrypted and hosted in government and bank grade security centers in Australia.

We are fully Australian Privacy Principles and GDPR compliant and are constantly updating our systems and practices to ensure our users' data security and privacy.

Our privacy policy outlines how we collect and handle you personal information and can be viewed from the footer of our website.

How do I delete my Spacetalk account?

Your Spacetalk App and account information can be deleted in the Spacetalk App.

If you are the primary account owner, your account information and the data of all devices linked to your account will be deleted. If you are a shared user, your account information will be deleted and shared device links will be removed.

Account deletion is permanent and cannot be reversed.

If you have an active subscription, please cancel it before proceeding with your account deletion.

To delete your account, in the Spacetalk App navigate to the ‘Settings’ menu. Tap ‘Manage Account’ then ‘Delete My Account’. Enter your Spacetalk account password and tap ‘Delete My Account’.

What if I don’t have access to my Spacetalk account or Spacetalk application.

 Reach out to our friendly customer support team for assistance at support@spacetalk.co.

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