Troubleshooting

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Quick fixes for the most common issues. If none of these solve it, we will help you directly.

If you are testing your bracelet, tell your safety contacts first
A test alert reaches them exactly as a real one does: a text message and a phone call. You have 15 minutes to cancel it.

My bracelet will not pair

Confirm Bluetooth is on.
Press the centre of the bracelet once. A double press sends an alert; pairing uses a single press.
Turn Bluetooth off and on again, then reopen the app.
Close the app fully and reopen it.

If your bracelet was previously paired to another account or phone, it must be released first. See New phone or new bracelet.

Your bracelet connects to your phone over Bluetooth within about 15 metres (50 feet). 

I sent an alert and my contact did not receive it

Work through these in order.

1. Did they save our number?

Alerts arrive from +1 (651) 564-9303. If your contact has not saved that number, their phone may treat the call as spam. On an iPhone with Silence Unknown Callers turned on, it goes straight to voicemail without ringing.

Ask each contact to save +1 (651) 564-9303 as CERRET.

2. Is your location permission set to "Always"?

If it is set to "While Using the App," your location is not shared when your phone is locked. Check your phone settings under CERRET, then Location.

3. Was your phone connected?

Your bracelet sends the alert through your phone. If the two were out of range, or your phone had no signal, the alert could not be sent.

4. Was the contact fully added?

Open the app and confirm the contact appears in your My Circle list.

Once you have checked these, send a test alert and tell your contact it is coming.

My contact received the alert, but the location link does not work

The link opens in a web browser and needs a data connection.
Live location stays active for 48 hours after the alert is sent. 

I sent an alert by accident

Open the CERRET app and press Cancel the Alert at the top of the screen. Your contacts receive a message telling them you are safe.

You have 15 minutes to cancel. Cancel even if only a few seconds have passed, because your contacts may already have been called.

I cannot find my recording

Every alert saves a 30-second audio recording to your phone.

Open the app and tap the profile icon at the top left.
Tap Recordings.
Recordings are listed by date. Tap play to listen, the share icon to send a copy, or the bin icon to delete.

Recordings are stored on your phone only. If you delete one, it cannot be recovered, and CERRET cannot retrieve it for you.

My battery is low

Your bracelet uses a replaceable CR1216 coin cell, which lasts about two and a half years. See Battery and care for how to change it.

I have a new phone, or a new bracelet

Each CERRET account is linked to one bracelet. You need to unpair before you can pair again. See New phone or new bracelet.

Can I wear it in the shower or the pool?

Your bracelet is rated IP53. It withstands rain and splashes but must not be immersed. Take it off before showering, swimming or bathing.

Still stuck?

Email contact@cerret.com with your order number and a description of what happened.