Support Centre

I’m not receiving any data/status/alerts for the baby.

  • Reason: The alert settings for specific or all alerts are turned off.
    • Solution: Check the alert settings on your Mobile app and change settings if needed.
    • Please note that changing settings on the Mobile app of the user who has the Parent wristband attached to their account will automatically update the settings on Parent wristband as long as Parent wristband is within range of the Smart hub. So always check the Mobile settings of the account that has Parent wristband attached to it. You'll see the Parent wristband icon against the user it’s attached to.

  • Reason: The mode setting of your Parent wristband or Mobile app is set to alerts off (or flight mode for wristband).
    • Solution: Check the mode settings on your Parent wristband and/or your Mobile app. Click here to see how to change app settings, and here to see how to change Parent wristband settings. 
    • Please note that changing settings on the Mobile app of the user who has the Parent wristband attached to their account will automatically update the settings on Parent wristband as long as Parent wristband is within range of the Smart hub. So always check the Mobile settings of the account that has Parent wristband attached to it. You'll see the Parent wristband icon against the user it’s attached to.

  • Reason: The Baby monitor's out of charge.
    • Solution: Check the battery level of the Baby monitor on the Mobile app and charge it if needed.

  • Reason: The Baby monitor isn't working.
    • Solution:  If charging it doesn't work, we can help you out. Send us an email on help@bluebell.io

  • Reason: The Parent wristband isn't working properly.
    • Solution: If you can't see info on your Parent wristband but it seems to be coming through on your Mobile app, then it is likely to be a Parent wristband problem. Check if it's working in other ways (e.g. you can track routine activities). Check the battery level of the Parent wristband on the Mobile app and charge it if needed. If it is still not working, send us an email on help@bluebell.io.

  • Reason: The Mobile app isn't getting Baby monitor information
    • Solution: If the Parent wristband is getting Baby monitor info but the Mobile app isn't getting any, then check if the issue is with all the apps linked to the family account or just one app.
      • If it’s only one app then double check that it's connected to the internet. Also try closing and re-opening the app.
      • If other apps are also not getting the information, then the likely issue is either with the Smart hub not being connected to Wi-Fi or the home Wi-Fi not working properly. So, check Smart hub connection to the Wi-Fi and if Wi-Fi is working properly.
      •  If it is still not working then request support at help@bluebell.io.

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