Troubleshooting

CITIZEN CONNECTED works with phones running the latest Android (excluding Go edition) or iOS. Supported features may vary between platforms and countries. All devices are Bluetooth® enabled with an improved data transfer of 5.0 Low Energy.

iOS: Go to the App Store® and select Search from the bottom menu. Type “CITIZEN CONNECTED” in the search bar, select the CITIZEN CONNECTED App (version 5.1 or later), and tap [Get]. Wait for the app to download to your phone.

ANDROID: Go to the Google Play™ store, type CITIZEN CONNECTED in the search bar, select the CITIZEN CONNECTED (version 5.1 or later), and tap [Install]. Wait for the app to download to your phone.

• When you have used another watch of CZ Smart collection with the CITIZEN CONNECTED app which is older than version 5.1, you can continue to use it with the updated version of the app.
  However, you cannot install and use the older and the newer versions of the app at the same time.

Make sure the smartwatch is charged before trying to power it on. Press and hold down the middle pusher button for at least three seconds. The smartwatch will also power on when connected to the charger.

To set up your smartwatch, reference the Quick Start Guide that accompanied your smartwatch or follow these steps:

1. Plug the included charger into a USB outlet.
2. Connect your smartwatch to the charger by placing it against the back of the smartwatch. Magnets in the charger will hold it in place.
3. On your phone, download and install the CITIZEN CONNECTED App from the App Store or Google Play store.
4. Open app on your device and follow the prompts to pair your smartwatch.

To pair your smartwatch, follow these steps:

1. On watch: Select language, then scroll down to find watch name.
2. On phone: Open the CITIZEN CONNECTED app and tap [Get Started]. Select your watch name. Allow Bluetooth to connect to your watch.
3. A pairing code will appear on your watch and phone. Confirm that they match.
4. You’ll see a confirmation message once your watch is paired. This can take a few minutes.
5. Follow the onscreen instructions on your phone and watch to complete pairing and setup.

Note: Your watch may automatically install an update and restart after it’s paired with your phone. If it begins downloading an update, keep the phone near your watch and ensure your watch stays charging until the update is finished.

For Android users

The latest [Google Play services] is required on your smartphone for pairing. You can download the latest version from the following URL:

https://play.google.com/store/apps/details?id=com.google.android.gms

You can also update it by following the steps below:

1. On your smartphone, tap on [Settings] – [Apps] – [See all xx apps] – [Google Play services], scroll down to the bottom and tap [App details].
2. Tap on [Install] or [Update].

The range of the wireless Bluetooth connection between your phone and your smartwatch can vary greatly depending on the environment. In general, you should have at least 10 meters (or 30 feet) of connectivity.

1. Press the middle button or swipe down from the top of your screen.
2. Scroll and tap on [Settings].
3. Tap on [Connectivity].
4. Tap on [Wi-Fi].
5. Tap on [Add network].
6. Scroll to find your network, and tap.
7. Power on phone and start CITIZEN CONNECTED app.
8. Tap [Enter] on phone to complete password entry.
9. Enter password on phone.

If your watch is paired with an Android phone and has Wi-Fi, your watch can automatically connect to saved Wi-Fi networks when it loses the Bluetooth connection with your phone. That way, you can get notifications and use voice search on your watch throughout your home and work even when you leave your phone in a different room.

1. Press the middle button or swipe down from the top of your screen.
2. Scroll and tap on [Settings].
3. Tap on [System].
4. Swipe up and tap [Power Off].
5. Tap the checkmark to confirm.

Ensure that your smartwatch is powered on and Bluetooth is enabled on your phone. Launch the CITIZEN CONNECTED App and follow the on-screen instructions for pairing your watch. If it fails to connect, check the Bluetooth menu on your phone. If you see the smartwatch in the device list, remove it. Launch the CITIZEN CONNECTED App and repeat the pairing process.

For Android users

The latest [Google Play services] is required on your smartphone for pairing. You can download the latest version from the following URL:

https://play.google.com/store/apps/details?id=com.google.android.gms

You can also update it by following the steps below:

1. On your smartphone, tap on [Settings] – [Apps] – [See all xx apps] – [Google Play services], scroll down to the bottom and tap [App details].
2. Tap on [Install] or [Update].

iOS: Only one watch can be paired with the app at a time.

ANDROID: Multiple watches can be paired with the app simultaneously.

• Open the CITIZEN CONNECTED app and scroll down to [CHOOSE DEVICE].
• Tap the [UNPAIR & RESET] button at the bottom of the screen to disconnect and reset your device.
• Remove the smartwatch from your phone’s Bluetooth settings.

You can check for and download updates through the Google Play Store on your smartwatch.

• Make sure your smartwatch is connected to Wi-Fi.
• Access the app menu on your smartwatch, and open the Google Play Store.
• Find and tap CITIZEN CONNECTED.
• On the details page, tap [Update]. If you don't see [Update], CITIZEN CONNECTED is up-to-date.

iOS: On phone, long press the CITIZEN CONNECTED App until the home screen icons shake and a red "-" appears. Click the red "-" on the CITIZEN CONNECTED to remove it.

ANDROID: The specific steps may vary depending on your phone manufacturer. Generally, on the phone enter the [Settings] menu, select [Applications] or [Application Manager], click on CITIZEN CONNECTED and select [Uninstall].

By resetting your watch to the factory settings, you will erase all data stored on the smartwatch. This data cannot be restored. Data includes your active notifications and cards, fitness data, any installed third party apps, and any data they have stored, system settings, and preferences. The data stored in your Google Account, however, is not affected. Resetting your watch will not factory reset your phone or tablet.

To reset to factory settings, follow these steps:

1. Press the middle button or swipe down from the top of your screen.
2. Scroll and tap on [Settings].
3. Tap on [System].
4. Tap on [Disconnect & Reset].
5. Tap the checkmark to confirm.
6. Remove the smartwatch from your phone’s Bluetooth settings.
7. After you reset your watch to factory settings, you need to pair your smartwatch with your phone again.

Your watch uses the notification settings you have for each app on your phone. If the alert vibrates or makes a sound for notifications on your phone, your watch will vibrate. If your app doesn’t vibrate or make a sound for notifications, your watch won’t vibrate but you’ll still see a card on your watch.

Most notifications you see on your phone will also show up on your watch. These include notifications for missed calls, texts, event reminders, and more. When you get a notification, your watch will only vibrate (i.e. it will not make any sounds).

If you get notifications on your phone that you don’t want to see on your watch, you can stop specific apps from showing up on your watch. You can edit your notification preferences in the CITIZEN CONNECTED app. Tap [Notifications] under the [MY PREFERENCES] menu on the [MY WATCH] screen. In the [Notifications] menu, you can toggle off any apps you don’t want to receive notifications for on your watch.

When you listen to music on your phone, you’ll always see the music card with options to pause and play. You can’t turn this card off.

Do Not Disturb mode removes vibration alerts, but notification cards will still appear.

• Swipe down from the top of your screen.
• Android: Tap the circle with a strikethrough icon to enable.
• iOS: Tap the half moon icon to enable.
• Tap the icon again to disable Do Not Disturb.

The CITIZEN CONNECTED app must be running on your phone at all times to ensure aconnection with the watch. Closing the app disconnects the watch from your phone, and prevents notifications from coming through. Make sure the app is open on your phone any time you are wearing your smartwatch.

• A [Connected] message will appear in the app.
• If a [Connect Your Watch] message appears in app, tap your watch face and refresh the status. On your watch, tap [Connectivity] of [Settings] to choose [Bluetooth] and scroll to the bottom to make settings of Bluetooth connection.

Make sure your phone’s Bluetooth is on and your smartwatch is synced to your device.

Check your phone’s software version in the settings to make sure it is compatible with your smartwatch. If your phone software is out of date, update to properly sync devices.

Make sure your watch’s software is up-to-date.

• Swipe down from the top of your watch screen.
• Tap [Settings], then tap [System] at the bottom of the menu.
• Tap [About], then tap [System updates]. If your system is not up-to-date, it will prompt you to download the latest software build at this time.

iPhone users: Go to your phone's settings and tap [Notifications]. Scroll down to [Messages], then scroll down to [Options]. When you tap [Show Previews], either choose [Always] or [When Unlocked]. If [Never] is selected, your iPhone won't push the messages to a paired device.

Press and hold the current dial to access the watch face menu. Scroll through the options and select the watch face you want by tapping it.

If your watch face can be customized, you’ll see [tap to customize]. Tap [tap to customize] to access customization settings (press and hold a watch face to alternately access these settings).

To change the information featured on your watch face, press and hold to access the customization settings. Tap the data point you want to change, then select what information you want to view from the list of options. Press the middle button to go back to the main watch face after you’ve set the option you want.

Make sure you’re connected to Wi-fi in the Connectivity menu of your watch’s Settings.

1. Touch and hold the display of the watch, then scroll it right and tap [Add new].
2. Tap [Get more watch faces] to open the Google Play Store.
3. Scroll down watch face items and select the menu app.
4. Make sure the brand app is up-to-date. You will have all available watch faces once the latest version is downloaded.

To adjust the order in your app menu, press and hold the app icon to move your favorites to the top. Recently opened watch apps automatically move to the top of the menu.

During initial setup, you should receive a prompt to set up your watch to make and receive calls. If you don’t see this prompt, check the notification drawer for Phone Setup notification to start the setup. You can also go to the Phone app on your watch, and it should launch the prompt for phone setup. Follow the instructions to enable phone functionality. If you still don’t see the prompt, you can initiate setup by opening Settings in the Phone app on your watch, tapping Troubleshooting, and following the steps there.

Once you finish setup, you can reject or receive incoming calls or place a call, directly from the watch. Please note, using your watch for calls can consume battery at a faster rate.

It may be due to battery optimization. If your watch is in Extended or Time Only Mode, answering is disabled. If you want to save battery without losing access to calls, try creating your own experience in Custom Mode.

It could also be an issue with Bluetooth connectivity. Make sure your phone is close by and Bluetooth is connected. See the troubleshooting steps in “Why aren’t calls showing up on my watch?”

Make sure you’ve been through onboarding in the Phone Setup watch app. If you’ve gone through setup and still aren’t receiving calls, try turning your Bluetooth off and on again to reestablish connection.

Android users - Go to main watch Settings > Connectivity > Bluetooth, and check if [Answer calls on watch] is turned on. This should be visible in the “Phone” app under Answer Preferences where you can select to “Accept on watch, answer on watch”.

iPhone users - Check the device list in your phone’s Bluetooth settings. Your watch should be listed twice (one connection is for the Bluetooth LE connection and the other is for the watch’s “Phone” app headset connection).

• If your watch is listed twice but one is disconnected, tap the disconnected listing to reconnect.
• If both are disconnected, first reconnect your watch with your phone by ensuring the CITIZEN CONNECTED app is open on your phone and tap the reconnect notification on your watch.
• If your watch is only listed once, try going through setup again by going to Settings in Phone app, Troubleshooting, and following the steps there.

You need to allow permission for your watch to receive information from your phone.

• Android users (in general, these settings may be moved around or named differently depending on the manufacturer of your Android phone):
  • Settings → Privacy → Permission Manager, tap on both “Phone” and “Contacts” to make sure the CITIZEN CONNECTED app has permission for both.
  • Older phones may list “Calls” or “Telephone”, make sure CITIZEN CONNECTED has permissions for both of these as well.
  • It may be located under CITIZEN CONNECTED Permissions in the Apps & notifications section of Settings
  • It may be located under Settings → Connected devices → Bluetooth, tap the settings icon next to your watch, and make sure to allow “Phone Calls” and “Contacts Sharing”.

• iPhone users:
  • Settings → CITIZEN CONNECTED → make sure Bluetooth and Contacts are given access (at all times).
  • There is a chance these options might not appear if you denied access during setup. You may have to factory reset your watch and repair to get iOS to ask for the permissions again.

To turn off location and GPS tracking for your watch and phone, open Settings in your watch, then tap [Connectivity]. Scroll to [Location], and toggle off.

To store music on your smartwatch, you must have a paid music subscription. Download the watch app for your preferred music service and log into a paid account. Follow the instructions in your chosen music app to download music directly to the smartwatch.

Once downloaded, you can connect Bluetooth headphones to listen phone free at any time.

From the watch face, swipe down from the top of the screen. Tap the gear icon to access Settings. Tap Connectivity to access Bluetooth settings. Once in Bluetooth menu, select the headphones you want to pair with from the list.

Sleep tracking is only available via third-party sleep tracking apps. Access and download third-party sleep tracking apps by visiting Google Play.

Your smartwatch has both a microphone and speaker.

To disable sound alerts, swipe down and tap the speaker icon. When it’s no longer highlighted, your watch will only vibrate.

Swipe down from the top of your watch screen, tap the gear icon to access Settings, then tap Display. Toggle on Always on screen. By default, this is automatically off to conserve battery life.

Yes, your smartwatch has interchangeable straps.

Logging into a Google account in the CITIZEN CONNECTED app unlocks full functionality for the best experience. This enables the following features on your smartwatch:

• Google Play Store access
• Syncs with Google Calendar
• Syncs with Gmail

Please use the charger that was included in the smartwatch packaging. Do not use a USB hub, USB splitter, USB y-cable, battery pack or other peripheral device to charge.

Place the charger on a flat surface in a well ventilated area that is not in direct sunlight.

Place your smartwatch directly on the charger. The magnetic charger has two pins that align with circular grooves in the caseback. Make sure your watch is charging by looking for a lightning bolt at the top of the watch face, or by swiping down to see a lightning bolt next to your battery percentage.

Even small amounts of sweat or moisture can cause corrosion of the electrical contacts when connected to a charger. Corrosion can prevent charging and data transfer. To prevent damage to your device:

• Wipe the device using a damp cloth.
• Wipe it dry.
• Allow the device to dry completely before charging.

To maximize the battery life of your watch, try the following tips:

CHANGE TO A BATTERY OPTIMIZED WATCH FACE: Some watch faces, especially those with animations or interactive abilities and brighter colors, use up more battery life than others.

ADJUST SCREEN BRIGHTNESS: The brighter your watch screen, the more battery your watch will use. Turn down your watch screen brightness to save more battery power. Swipe down, tap the gear icon to access Settings, then tap Display to adjust brightness.

TURN OFF NOTIFICATIONS YOU DON'T WANT: Turning off notifications can save your battery. Edit which alerts you receive in the Notifications section of the CITIZEN CONNECTED app.

TURN ON THEATER MODE: Turn off the display and notifications by turning Theater mode on temporarily. Swipe down from the top of your screen, then tap the watch icon to enable Theater Mode. Turn your screen back on by pressing the middle button.

AIRPLANE MODE: If your only interest is the time and functions that don’t require connectivity for updates, airplane mode lets you keep seeing what you care about most without draining your battery on other features. Swipe down, then tap the airplane.

Your battery will last up to 24 hours, depending on usage.

Your smartwatch’s battery can charge to at least 80% in 30 minutes.

For P991, any of the charging cables with the circular charging pucks (2 or 4 pins) can be used to charge the watch but performance may vary.

Let the smartwatch run out of battery completely. Charge your smartwatch until the screen indicates charging is complete. After the watch is at 100% battery, press and hold the power button until the device restarts.

Launch Settings on your smartwatch, then open System. Tap About, then tap System updates. If your OS is on the most recent version, the screen will say System is up to date. If not, it will pull the latest version for you to initiate the update.

• Confirm watch is directly connected to a strong Wi-Fi network. You can add a network in the [Connectivity] section of [Settings].
• Turn off Bluetooth after connecting to Wi-Fi to prevent interference.
• Make sure your watch is charged to at least 50%.
• Restart your watch.
• Restart your phone.

• Make sure the phone is on.
• Make sure there is a data or wifi connection on the phone.
• Make sure the phone is not on airplane mode.
• Make sure Bluetooth is turned on.
• Make sure the app is open and the device shows as "Connected" in the app.
  • Open the app and tap on the device to reconnect if it shows "Disconnected."
  • If user has an iPhone, make sure the CITIZEN CONNECTED app is running in the background.

• Make sure the phone has at least 70% charge.
• Make sure the watch has at least 70% charge.
• Make sure the watch is up to date.
• Make sure the phone is running the most recent operating system in your phone’s settings.

If you continuously encounter issues that aren’t solved by other troubleshooting methods, you may need to disconnect and reset your watch. Because a factory reset removes all previous settings and accounts, you will need to set up your watch again after resetting.

• Swipe down from the top of your screen.
• Tap [Settings], then scroll down and tap [System].
• Tap [Disconnect & reset], then tap the checkmark to confirm.
• While the smartwatch resets, go into your phone’s Bluetooth settings and remove the device from your list.

Once you’ve reset your device and removed it from your phone’s Bluetooth settings, you can re-pair it in the CITIZEN CONNECTED app. Open the top left menu and tap [Connect a watch]. This will take you back through the pairing and setup process.

You can track your blood oxygen levels with your watch in one of the following ways:

• Take a new reading:
  • Open Wellness app on your watch
  • Select Blood Oxygen
  • Tap “New Reading”
  • Stay still until the reading completes

• Allow background readings:
  • Make sure that you enable both Sleep Tracking & Blood Oxygen Tracking in Wellness app
  • Wear the watch to sleep for background SpO2 reading

• To set up Blood Oxygen (SpO2) Tracking on your watch:
  • Open Wellness app on watch
  • Enable Blood Oxygen Tracking
  • Make sure all the required permissions are granted

• To enable background readings, please enable both Sleep Tracking & Blood Oxygen Tracking in Wellness app. Your watch will automatically track your SpO2 during sleep.

Your watch tracks your blood oxygen levels by measuring the reflection of red, green, and infrared light signals coming from the back of your watch.

Blood oxygen saturation level, also indicated as SpO2, is a measure of the percentage of oxygen carried by your blood. A normal SpO2 level ranges from 95% to 100%. However, this may change, depending on different factors, such as current health conditions, altitude, or exercising. Maintaining a normal blood oxygen level is necessary since, in some cases, blood oxygen levels can be indicative of health problems.

You can keep track of your estimated blood oxygen levels in Wellness app on your watch, either by initiating a new reading or by allowing background readings.

SpO2 measurements on your watch are not for medical use. Thus, please consult your doctor if you have any health concerns.

• Wear your watch slightly higher up your arm and avoid pressing your watch against your wrist bone.
• Make sure your watch fits comfortably on your wrist. Wearing your watch too tight constricts the blood circulation while wearing it too loose may let other light in, which affects the measurement.
• Place your hand on a flat surface with your fingers resting open. The back of your watch should be in contact with your skin.
• Stay still and avoid interacting with the watch during the measurement.
• Avoid direct bright light on the watch while reading. This may interfere with the photodiode which measures the reflection of light signals and produce inaccurate results.
• If your hands and arms are cold, try warming them up first.
• Tattoos may affect the measurement and the accuracy of the final results.
• Your blood oxygen level can also be influenced by different factors, such as current health conditions, altitude, breathing rate or exercising.

• To view your Blood oxygen levels;
  • Open Wellness app on your watch
  • Select Blood Oxygen
  • Your most recent Blood oxygen level is displayed on the screen. To view past data, please scroll up to access the history.

• Yes. However, the power consumption won’t considerably affect your normal usage.

After you set up Alexa on P991, there are three main ways to access Alexa.

• Open the Alexa App
  • Press the crown pusher button to launch the app picker and locate the [Alexa for Smart Watches] app.

• Swipe to the Alexa Tile
  • Swipe right from the watchface through the tiles. You may need to add the Alexa tile to your list. To add or reconfigure tiles, press and hold any tile.

• Configure a pusher to launch Alexa
  • Set the Alexa app to launch at the press of your top or bottom pusher. Configure this by going to watch [Settings] > [Personalization] > [Customize Hardware] Buttons

• The Heart Rate feature is a simple heart rate monitoring app that displays your real time continuous heart rate data in terms of average beats per minute (BPM). While you have this app running, the watch will continuously measure your heart rate (green LEDs flashing continuously on the watch caseback) and you will see HR BPM measurements updated every 1 second if your heart rate changes.

• Yes. However, the heart rate monitoring settings will be automatically adjusted based on different battery modes to optimize battery usage.

• Wear the smartwatch above your wrist bone with the watch still and flat against your skin.
• Aside from the Heart Rate feature in the Wellness app, you can also take a heart rate measurement several other ways:
  • Assign Heart Rate to one of your watch face’s complications, or data points, from the watch face app options. Your BPM reading will automatically update throughout the day after the first reading, or you can prompt a reading at any time by tapping the icon. You will see dashes on your screen after tapping the heart rate icon; be patient. It can take 10-15 seconds to capture a reading. If the sensors have trouble capturing your heart rate, the smartwatch will walk you through some recommendations.
  • Take a manual reading at any time in the Wellness watch app by tapping the heart button. Manual readings taken in Wellness will appear here with time stamps. Your heart rate will automatically track during workout sessions. The stats will appear with the rest of your data in the [Workout History] section of the Wellness watch app.

Open the CITIZEN CONNECTED app. Notifications, Calendar, and Advanced Settings can all be accessed and edited from the home screen. To access your watch settings, swipe from top to bottom on your watch face and tap the gear icon.

Your name is based on your Google account settings. Change your name within your Google account on your phone or computer.

Your password is based on your Google account settings. Change your password within your Google account on your phone or computer.

• Refer to the following web page through the URL below:

  How to remove your account of the CITIZEN CONNECTED app

The language of the app is determined by the language set on your phone. Change the language settings on your smartphone to affect language on your smartwatch.

To learn more about how your data is being used, follow these steps:

• Open the CITIZEN CONNECTED app, then open the menu in the top left corner.
• iOS: Tap Privacy Policy to learn more about data usage.
• Android: Tap About, then tap Privacy Policy.

Your smartwatch has a 2-year limited warranty.

This watch emits radio waves for Bluetooth® connection and is therefore subject to laws and regulations governing Bluetooth® radio waves in the country or region where it is used. In the countries and regions where it is not possible to use the product, our authorized service centres will also be unable to provide a service, including repairs, even if you have an international warranty with a valid expiration date. In addition, in some case, the watch may not be repaired even in countries or regions where you may use it.