Troubleshoot calls or text messages on your Samsung smart watch

If your Samsung smart watch (LTE) experiences mobile data issues, cannot answer calls, receive texts, or does not display your phone number in the Settings menu, there are a few things you can try. If those options do not work, it may be necessary to contact your carrier for network options or activation support.

A Samsung Galaxy phone showing an incoming call next to a person running with a Galaxy Watch

Troubleshoot calls or text messages on your Samsung smart watch

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Troubleshoot calls or text messages on your Samsung smart watch

Note

Available settings and menu options may vary by the device, wireless service provider, and software version.

Check your watch band.

If you are using a metal watch band with a Galaxy Watch4, it may cause interference with the antennas, and calls may be intermittently disconnected. Learn how to change the watch band.

For a Bluetooth watch, connect to a phone.

To use the call or text features with Bluetooth, the watch must be connected to a phone through Bluetooth and through the Galaxy Wearable app. If the watch is connected remotely via Wi-Fi, you will not receive incoming calls.

Verify if silent modes are disabled.

Do not Disturb mode, Goodnight mode, and Theater mode are silent modes that minimize distractions by silencing your watch. Depending on the mode, alarms and alerts may be silent, and the touchscreen may not turn on during incoming calls. You can press any key on the watch, rotate the bezel, or raise your wrist to turn on the screen and check for incoming calls.

To disable these modes, open Settings on your watch, tap Advanced (or Device for Gear Fit2 Pro), and then turn off the switches for Do not Disturb mode, Goodnight mode, and Theater mode.

Check the Notification settings for your watch.

You will not be notified if the notifications for Incoming call, Missed call, and Messages are turned off.

To check this, open the Galaxy Wearable app on the connected phone, then tap Watch settings, and then tap Notifications. Tap App notifications, and then verify that the switch next to the features is turned on. Tap the Back icon, and manage the additional Notification settings as desired.

Contact your wireless service provider.

Contact your wireless service provider:

To verify if call barring (blocking) or call forwarding is set on your phone and watch. It should not be turned on.
If your phone has been repaired and is no longer active. (Please provide the phone's IMEI and serial number.)
To verify your account and device are eligible for wireless service and are active on your provider's network. If your device was not intended for use in your current region, it may not be eligible for activation.
To check your wireless network coverage area. Roaming issues may occur.
To verify your data usage or see if any data limits are set.
To verify the correct mobile network (APN) settings for the watch.

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Reset your Samsung smart watch

Note

Before you perform a reset, make sure you back up the data on your watch using the Galaxy Wearable app. Samsung is not responsible for any lost data.

Unpair the watch from your phone.

Navigate to and open Settings on your phone, then tap Connections, and then tap Bluetooth. From the "Paired devices" list, tap the Settings icon next to your watch's name, and then tap Unpair.

Navigate to Settings on your watch.

From the watch's Home screen, navigate to and open Settings. Alternatively, you can swipe down from the top of the screen to open the Quick settings panel, and then tap the Settings icon.

Settings cannot be accessed on the Galaxy Fit. Open the Galaxy Wearable app on your phone instead.

Reset your watch.

Swipe to and tap General, then tap Reset, and then tap Reset again to confirm.

For the Gear Fit2 Pro, tap Gear info, and then tap Reset Gear.
For a Galaxy Fit, swipe to and tap About band. Tap Reset band, and then tap Reset to confirm.

Reset option on a Galaxy smart watch

Reconnect your watch.

Once you reset your watch, you will need to reconnect it to the Galaxy Wearable app. After the connection is complete, you can check for software updates.

If you have an LTE watch that was activated with a QR code, a new one will be required to reactivate service for the watch. Please contact your carrier to obtain a new QR code.

Request service.

If resetting your watch doesn't fix the issues, service is required. Visit the Support Center to request service.

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Verify watch mobile network settings

Navigate to Settings.

From the watch's Home screen, press the Power key, and then rotate the bezel to select Settings. You can also swipe down the Status panel, and then tap the Settings icon.

Verify a few things from Mobile networks.

Note

If your watch was previously activated with on wireless service provider's network using a QR code and you reset the mobile network, a new QR code will be required to reactivate your watch. Contact your wireless service provider for support.

Tap Connections > Mobile networks, and then check the settings below:

The data connection should be set to Auto switch or Always on.
Make sure Mobile data is turned on.
Turn on Data roaming if you are outside the coverage area. Charges may apply.
Depending on the carrier, check the APN, Network mode, Network operators, and Roaming network settings.

After above steps have been performed, try to make a call or send a text.

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Things to Verify when Experiencing Mobile Network Issues on Watch

If the watch has been repaired and is no longer activated:

Contact your carrier and provide them with the IMEI and EID or ICCID number from the watch to reactivate your service.

Verify if the watch was purchased from someone or a third-party reseller.

There could be activation issues if the eSIM is tied to another account. Contact the carrier and/or the reseller.

Verify the account is eligible for wireless service and is activated with the carrier.

To do this, you will need to contact your wireless service provider.

If the watch is being used outside the wireless network coverage area, mobile network issues will occur.

Coverage varies based on the device and the network it supports.

Make sure Airplane mode and Data usage limit is turned off.

Note

If a Data usage limit is set, mobile data is turned off when the limit is reached. Features that require internet access will be unavailable unless you are connected to Wi-Fi.

From the watch's Home screen, press the Power key, and then rotate the bezel to select Settings. Swipe to and touch Connections, and then make sure Airplane mode and Data usage limit is turned off.

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Contact Samsung Support

Contact us online through chat and get support from an expert on your computer, mobile device or tablet. Support is also available on your mobile device through the Samsung Members App.

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