© 2018-2019 by BV Designs

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FREQUENTLY ASKED QUESTIONS

QUESTIONS

Q1.  I reinstalled your clock and I was asked to pay again!

Q2.  My settings are not updating on the watch.

Q3.  The weather/temperature doesn't display or update regularly.

Q4.  How can I turn on 24 hour/military time?  How can I change temperature from C to F?

Q5.  My clockface vibrates at random times throughout the day, even though there are no notifications or are disabled.

Q6. I don't know how to enable/disable a feature, or I would like to suggest a new one.

Q7.  Within a short time of using the trial, the clock is asking for payment before the trial is even finished.

Q8.  I've installed the Measures, Flexible or Photo Clock clockface.  How can I pay to get the additional stats?

Q9.  How do I purchase a clockface bundle?

Q10.  I just purchased a clockface bundle but I can’t find it on my phone.

Q11.  I'm having difficulties installing a clock and get an error on the Fitbit app.

ANSWERS

Q1.  I reinstalled your clock and I was asked to pay again!

A1.  Unfortunately, whenever you install another clockface, Fitbit does not automatically recognise that you have paid for this one so it will ask for payment again. But do not worry; you can access all your settings again by going through the payment process as soon as you get the code by going to https://kzl.io/unlock.  You will be asked for your email address and that code and you will get everything back without paying again. Hopefully Fitbit will resolve this issue very soon.

Q2.  My settings are not updating on the watch.

A2.  If your settings or weather haven't updated on the watch, the connection may be down.  Try swiping up to the "Today" screen, wait a few seconds then swipe back down to the clock to restart the connection.  If nothing happens, you may need to try again a few times.  Open the Weather app to ensure it updates, and if it hasn't it has not yet been connected and therefore the settings will not change.  Also, try force closing the mobile app, restart your watch and your phone, then try again.  Fitbit is aware of the connection problems and is working on this issue.

Q3.  The weather/temperature doesn't display or update regularly.

A3.  First, check your phone settings to ensure that you have enabled location/GPS.  You can further check if the setting works by opening Maps or any other application that depends on location.

The weather is reliant on not only the internet connection and the connection between the watch and the phone, but also based on the mobile signal you are receiving - which is often based on how busy the network is at any given time in your area, so you can never guarantee you'll be using the closest data point.  Therefore, there will be times when the weather will not update for a bit or show up immediately upon loading.  They will eventually display once the information is found. 

Also, follow the instructions above in Question 2 to restart your connection and get the weather working.

Q4.  How can I turn on 24 hour/military time?  How can I change temperature from C to F?

A4.  You can change your time preferences here:- https://www.fitbit.com/settings/profile.  The temperature unit can be changed in the clock settings.

Q5.  My clockface vibrates at random times throughout the day, even though there are no notifications or are disabled.

A5.  All the clockfaces shown here vibrate when they lose Bluetooth connection and also when they regain connection (this is also stated in each description).  Please disable vibration in the clock settings if you don't want this to happen.

Q6. I don't know how to enable/disable a feature, or I would like to suggest a new one.

A6.  The first thing to do is carefully read the full clock description, because there's a good chance you will find what you need there.  Also, there are some helpful tips in the clock menu itself to explain some of them.

If they don't exist at all, I'd be happy to hear your thoughts and feedback so please contact me.  However, please note that submission is not an automatic guarantee that they will be added; but I'll consider all suggestions and make a decision whether it will further enhance the experience of all who use the clock. 

Q7.  Within a short time of using the trial, the clock is asking for payment before the trial is even finished.

A7.  The trial on the paid watchfaces here are for default settings only. If you try to change the settings the trial automatically ends and it immediately goes to payment. That's on the description of every paid clockface.  If you want to use the trial again please reinstall the clock.

Q8.  I've installed the Measures, Flexible or Photo Clock clockface.  How can I pay to get the additional stats?

A8.  The Measures, Flexible and Photo Clock clockfaces are unusual in the sense that they are hybrids - completely free, without trial, to display steps and heart rate, but you pay to receive the additional health information.  To pay, turn on the "display more stats" switch in the settings menu (or if it's on already, turn it off then on again). If you see the box asking to pay, click YES.  You will see a 5-digit purchase code.  Go to kzl.io/code, enter the code and follow the on-screen instructions.  

Q9.  How can I purchase a clockface bundle?

A9.  When the trial ends (or you select 'End Trial Now') for a clockface in a bundle, you will be prompted to go to kzl.io/code and enter the code appearing on your watch.  If the clock face is included in a bundle the K-pay site will show the option to either buy the one face or the bundle.  The bundle offers great value at a reduced price per clockface.  All the other clock faces in the bundle you have purchased will be available to you at no extra charge.

Q10.  I just purchased a clockface bundle but I can’t find it on my phone.

A10.  You won't find the actual bundle on your phone.  You will find the clock that you used to purchase the bundle on your phone - the confirmation e-mails should list all the other clocks with the install links.  To unlock them, you will need to go through the purchase process, go to kzl.io/unlock where you should add the 5-digit code you see on your watch, and the e-mail address you used to purchase it.  Your e-mail address will be automatically recognised as purchased the clock, and you will gain access without having to pay again.

Q11.  I'm having difficulties installing a clock and get an error on the Fitbit app.

A11.  In most cases, a clock may take a few attempts to install before it's successful.  This is particularly true for the Holiday! clock, which contains pre-loaded images for each holiday so it will take longer to install the first time, so you will need to wait a little while longer.  You might have to try a few times unfortunately due to Fitbit connection issues, of which I have no control over. 

If you still can't get the clock after several attempts, try the following:-

1. Force close the mobile app, restart your watch and your phone, then try again.

2. Install a Fitbit clock, then force close the mobile app and the phone and try reinstalling the clock again.