Frequently Asked Questions

  • Set Up Issues

  • Moochies Launcher Has Stopped Message

    When booting up your Moochies watch for the first time, some customers are receiving the following error:

    mceclip1.png

    Unfortunately, MoochiesLauncher has stopped.

     

    To resolve this issue, please hold down the SOS button (on the right of our Moochies watch case) for 15 seconds. 

    Your Moochies watch will then reboot and the message will disappear.

     

  • Insert SIM error

    - Prior to this error occurring, did you try to open the SIM compartment at all to remove the SIM? If you did, this may be why you are seeing this error.

    - If you did not tamper with the SIM compartment and you are seeing this error, please email us at help@moochies.com, quote your original order number and send a photo of your SIM compartment.

  • Username & Password log in issues

    - If you have forgotten your username or password for your MyMoochies App, please email us at help@moochies.com, quoting any details you can remember that you may have used for your username such the email address you may have used for your MyMoochies App, and we will be able to further assist you.

  • Binded my Moochies to my MyMoochies app before purchasing/activating a SIM plan and there is a 'searching for a network' screen

    - Please ensure you purchase and activate a sim plan for your number via this link: www.moochies.com/mysim 

    - If you still see the 'searching for a network' error and still do not see a QR code, please connect your Moochies to WI-FI via the Settings menu on your Moochies and please restart your Moochies and a QR code should appear.

    - If these issues still persist, please email us at help@moochies.com letting us know this and please quote us your Moochies mobile number and your Moochies IMEI number which is the long IMEI number found within the Settings menu of your Moochies called 'IMEI'.

  • No QR Code

    - Ensure you have purchased a sim plan via www.moochies.com/mysim 

    - Ensure the area your Moochies is in has strong 3G coverage. You can do this by checking your address via the 3G coverage checker with the service provider.

    - Disconnect your Moochies from WI-FI.

    - Hold down the SOS button for 20 seconds, and once your Moochies turns on, wait until a 'H', 'H+', or 3G symbol appears next to the signal bars.

  • Features Issues

  • Video-calling issues

    - Ensure that you have downloaded the latest version of the MyMoochies App.

    - Ensure that the main administrator has saved their personal mobile number correctly within the 'My Profile' section of the MyMoochies app without a prefix at the start of the number and there are no spaces in between, before, or after the contact number.

    - Ensure that the Moochies mobile number is saved correctly within the 'Kids Profile' section of the MyMoochies app without a prefix at the start of the number and there are no spaces in between, before, or after the contact number.

    - Ensure for any contact (who is not the main administrator) who wishes to video-call the Moochies is a contact added via the SMS code so they can share video-calling, messaging and tracking. This SMS code-invited contact needs to ensure that their personal mobile number is saved correctly within their 'My Profile' section of their MyMoochies app without a prefix at the start of the number and there are no spaces in between, before, or after the contact number.

    - If issues still persist with video-calling, please email at help@moochies.com letting us know about this issue and please quote the IMEI number of the Moochies (the long IMEI number can be found within the Settings menu of the Moochies called 'IMEI'), the make/model of your personal mobile phone of where your MyMoochies app is downloaded on, the iOS / OS update version running on your personal mobile phone, the email address you are using as your username for your MyMoochies app.

  • The MyMoochies App keeps logging me out

    - Please un-install and re-install the MyMoochies app to see if this helps.

    - If this logging out issue still persists, please email us at help@moochies.com letting us know about this issue and please quote the make/model of your personal mobile phone of where your MyMoochies app is downloaded on, the iOS / OS update version running on your personal mobile phone, the email address you are using as your username for your MyMoochies app.

  • Notifications not appearing

    - Please ensure you go into the Settings menu of your personal mobile phone and ensure the notifications and banners are enabled for the MyMoochies App.

    - If you are still not receiving any notifications, please email us at help@moochies.com, so we can further look into this issue for you.

  • Distorted sound

    - Ensure you have set your volume of your Moochies to the highest volume.

    - Has your Moochies been in under 1 metre depth of water, for under 30 minutes? If so, please leave your Moochies to dry to see if this helps with the distorted sounds.

    - Had any impact occurred to your Moochies If so, this may be why you are experiencing distorted sounds.

    - If your Moochies has not had any impact and is experiencing these sound issues, please email us at help@moochies.com and quote your original order number, so we can further look into this issue for you.

  • Lines across screen

    - Had any impact occurred to your screen? If so, this may be why you are seeing lines.

    - If your Moochies has not had any impact made to the screen, please email us at help@moochies.com, quote your original order number and send photos of your Moochies screen, so we can further look into this issue for you.

  • Moochies is stuck on black/blank screen

    - Ensure you charge your Moochies for 10 hours+, overnight.

    - Once your Moochies is charged for 10hours+, overnight, please hold down the SOS button for 20 seconds and your Moochies screen should turn on.

    - If these steps don’t work follow the steps for 'No response when charging' in the 'Battery - Charging' section.

  • Unable to turn off class mode

    - Hold down the SOS button for 20 seconds to do a hard reset on your Moochies.

    - Go into your Moochies and go into: Settings - Check for Update and download/install the most recent update. Ensure your Moochies is connected to WI-FI in to download the update.

    - Uninstall the App and re-install the App.

  • How to set alarms

    - On your MyMoochies App, swipe up on the bottom menu, click on the 'Alarms' button and add in alarms.

    - On your Moochies, to view and set alarms, swipe left from the Moochies Home Screen and click on the “Alarms” menu item, and click on the 'Add Alarm' button to create an alarm.

  • Unable to see photos in MyMoochies App

    - On your Moochies, go into the Gallery menu and hold down a long press on the photo you wish to be uploaded onto the MyMoochies App.

    - An upload icon will appear on the bottom of the Moochies screen, please press this and then press to upload the photo.

    - Please go in to your MYMOOCHIES APP and please refresh the gallery and the photo will appear.

  • Safe Zones alerts when child is not out of Zone

    - Ensure your Moochies is in an area with strong 3G coverage. You can do this by checking your address via the 3G coverage checker with the service provider.

    - Ensure your Tracking Frequency is set to every 5 minutes and restart your Moochies watch to save these changes.

    - Ensure your Moochies has sufficient data left within your sim plan allowance. Please email us at help@moochies.com and quote your Moochies mobile number so we can confirm your data usage.

  • Calling issue

    - When adding contact numbers, please ensure there is no prefix at the start of the number and there are no spaces in between, before, or after the contact number.

    - Ensure your Moochies is in an area with strong 3G coverage. You can do this by checking your address via the 3G coverage checker with the service provider.

    - Ensure your Moochies has sufficient minutes left within your sim plan allowance. Please email us at help@moochies.com and quote your Moochies mobile number so we can confirm your calling minutes usage.

  • How to add contacts

    - The main administrator is able to add 2 types of contacts within the MyMoochies App:

    1) By phone number: This just gives the ability for phone calls, and is great for someone who doesn’t have access to the MyMoochies App.
    2) By sending an invite to another user of the MyMoochies App: This allows for calling, video calling, 2-way messaging and tracking.

    - To add a contact into your MyMoochies app, please go into the 'Contact' section of your MyMoochies App and add in your trusted contacts. 

  • GPS Issues

  • Moochies showing up as 'Offline' when tracking

    - Ensure your Moochies has battery and it is switched 

    - Ensure your Moochies is in an area with strong 3G coverage. You can do this by checking your address via the 3G coverage checker with the service provider.

    - For accurate GPS Tracking, please set your Tracking Frequency to every 5 minutes and restart your Moochies watch to save these changes.

    - Use the force update button (two arrows circling) on the top right of the map to manually search for the location (this may take a few moments please be patient).

  • Tracking Frequency

    - For accurate GPS Tracking, please set your Tracking Frequency to every 5 minutes and restart your Moochies to save these changes.

  • GPS in the middle of the ocean

    - Ensure you have purchased a sim plan via www.moochies.com/mysim 

    - Ensure your Moochies is in an area with strong 3G coverage. You can do this by checking your address via the 3G coverage checker with the service provider.

    - Ensure you set your Tracking Frequency to every 5 minutes for more faster and more accurate GPS updates and then restart your Moochies watch to save these changes.

    - Use the force update button (two arrows circling) on the top right of the map to manually search for the location (this may take a few moments please be patient) 

    - Connect your Moochies to your home WIFI then force update the location (this may take a few moments please be patient).

  • GPS miles out

    - Ensure you have purchased a sim plan via www.moochies.com/mysim 

    - Ensure your Moochies is in an area with strong 3G coverage.

    - Ensure you set your Tracking Frequency to every 5 minutes for more faster and more accurate GPS updates and then restart your Moochies to save these changes.

    - Use the force update button (two arrows circling) on the top right of the map to manually search for the location (this may take a few moments please be patient).

    - Connect your Moochies to your home WI-FI then force update the location (this may take a few moments please be patient).

  • GPS not updating

    - Ensure you have purchased a sim plan via www.moochies.com/mysim 

    - Ensure your Moochies has sufficient data remaining on your allowance. Please email us at help@moochies.com and quote your Moochies mobile number so we can confirm your data usage.

    - Ensure your Moochies is in an area with strong 3G coverage. You can do this by checking your address via the 3G coverage checker with the service provider.

    - Ensure you set your Tracking Frequency to every 5 minutes for more faster and more accurate GPS updates

    - Press on the the force update/refresh button (two arrows circling) on the top right of the map to manually search for the location (this may take a few moments please be patient).

    - Connect your Moochies to your home WI-FI then force update the location (this may take a few moments please be patient).

  • Battery - Charging

  • How long is the standby time for the Moochies phone watch?

    This depends on how many calls the Moochies makes or receives, however standby time is around 2 days. If using a sim card, you will mostly likely be recharging the watch at the end of every day.

  • How do I charge the Moochies phone watch?

    We supply a USB cable charger. You can plug it in to an adaptor, like a mobile phone charger socket, enabling you to charge from a power point or by USB connection to a computer.

  • How do I know if my childs Moochies phone watch is low on power?

    The MyMoochies Guardian App on your phone shows the percentage charge that the Moochies phone watch has. This way you can make sure your childs Moochies is always on and you can reach them at the push of a button.

  • Overheating

    - If your Moochies has been in any water up to 1 metre depth and for under 30 minutes, please allow your Moochies to fully dry before putting it on charge.

    - If your Moochies has been out in the sun, please allow your Moochies to fully cool down by placing your Moochies in a dry, cool and shaded area.

  • Faulty Cable

    - If your Moochies is not charging with the charger cable, your charger cable may be faulty. You can purchase a new charger cable at www.moochies.com/shop and see if a new cable charges your Moochies.

    - If any of the four points on your charger cable are pushed in, then your charger cable is faulty. You can purchase a new charger cable at www.moochies.com/shop and this will fix your charging issues with your current charger cable.

  • Faulty USB port

    - Ensure you are charging your Moochies via a plug socket in a wall and not through a laptop/computer.

    - Use a different USB port to plug your charger cable into to see if the original USB port you were using is faulty.

  • No power after fully charging

    - Ensure you charge your Moochies for 10 hours+, overnight.

    - Once your Moochies is charged for 10 hours+, overnight, please hold down the SOS button for 20 seconds and your Moochies should turn on.

    - Whist charging your Moochies, do you see the battery symbol on your Moochies screen to show it is charging? If not follow steps for 'No response when charging'.

  • No Response When Charging

    - Ensure your charger cable does not look faulty in any way.

    - Ensure none of the four charging points on the charger cable are pushed in or look damaged.

    - Ensure the adapter your charger cable is plugged into is pushed firmly into the socket and the socket is switched on.

    - Test the plug socket is not faulty by inserting another USB cable (i.e. your personal mobile phone charging cable) and charging your personal mobile phone.

    - Ensure you are charging your Moochies via a plug socket in a wall and not through a laptop/computer.

    - Ensure that the four gold points of the charger cable are firmly attached to the back of the Moochies face via the magnetic charging points.

  • Sim Card & Network Activation

  • Does the watch need an SMS allowance?

    No! SMS is not required for the phone watch, since all text and video messages are sent using your data allowance.

  • Are the SIM cards you provide fixed on a contract?

    No! The SIM cards built into the watch are pre-paid, and roll month to month. We supply full instructions on how to do so in the package with your Moochies phone watch.

  • Can I change the Moochies Sim Card?

    We are able to offer our Moochies watch at low prices because we receive telecom revenue from the sim plans you sign up to. Because of this, you are unable to change the Sim Card built into the Moochies watch.

  • No 'H', 'H+' symbol or 3G Symbol next to the signal bars

    - Ensure you have purchased a sim plan via www.moochies.com/mysim 

    - Ensure the area your Moochies is in has strong 3G coverage. You can do this by checking your address via the 3G coverage checker with the service provider.

    - Disconnect your Moochies from WI-FI.

    - Hold down the SOS button for 20 seconds, and once your Moochies turns on, wait until a 'H', 'H+', or 3G symbol appears next to the signal bars. 

    - If no 'H'/'H+'/3G symbol appears next to the signal bars, you can check your Moochies at a different location with stronger 3G coverage to see if the symbol appears.

    - If no symbol appears next to the signal bars of your Moochies and you are unable to make calls and send messages from your Moochies, please email us at help@moochies.com 

  • Check Device Status

    - Ensure you have purchased a sim plan via www.moochies.com/mysim 

    - Ensure the area your Moochies is in has strong 3G coverage.

    - Disconnect your Moochies from WI-FI.

    - Hold down the SOS button for 20 seconds, and once your Moochies turns on, wait until a 'H', 'H+', or 3G symbol appears next to the signal bars.

  • 'Failed to connect to a network' Error

    - On the Failed to Connect menu, click "Wifi and More"

    - Scroll down to Wifi, and connect the watch using your home WI-FI network.

    - When connected, press the watch back button to return to the main Settings Menu.

    - Scroll down and click on "Check for Updates", and install any software updates available.

    - Restart your Moochies Watch.

  • 'Searching for network' Error

    - Ensure you have purchased a sim plan via www.moochies.com/mysim 

    - Ensure your Moochies has sufficient data remaining on your allowance. Please email us at help@moochies.com and quote your Moochies mobile number so we can confirm your data usage.

    - Ensure the area your Moochies is in has strong 3G coverage. You can do this by checking your address via the 3G coverage checker with the service provider.

    - Disconnect your Moochies from WI-FI.

    - Hold down the SOS button for 20 seconds, and once your Moochies turns on, wait until a 'H', 'H+', or 3G symbol appears next to the signal bars.

    - Go into your Moochies and into: Settings, press to turn off your Moochies and select the restart option. (Another way to reboot the watch).

  • Does the Moochies phone watch need a SIM card?

    The Moochies watch has a built in sim card, all you need to do is activate it and choose one of our pre-pay packages from our website.

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