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Contact and complaints
General about my order
- I have not received my order yet
Did you order from Amazon or Bol.com ? Then log in to your Bol or Amazon account and contact Bol customer service. This is because Amazon and Bol.com handle shipping; we have no insight into this. Did you order from our webshop? Then fill out the contact form below with your order number and we will help you as soon as possible!
Advise for KUUS. S1 & S2
- Call credit runs out very quickly, usage is too expensive
If the calling credit runs out quickly, you probably did not top up Lebara ONE calling credit. Follow the steps in the paper manual to check this. Below is an indication of the cost: (Lebara ONE)
- Internet costs (data) about €1 per month. (to see the GPS location)
- Calls from the watch charged by the minute (€0.09). That’s only €0.002 cents per second!
- Calls to the watch are free.
In the Lebara app, you have an overview of the cost of the watch. What you do not use of this credit, you can use the next month.The credit with Lebara always remains valid, as long as you use the watch once every 90 days. These are the rates of Lebara ONE: https://mobile.lebara.com/nl/nl/prepaid-internationale-bel-tarieven-one Top up can be done both through an app and through Lebara’s website.
- I can’t call the watch, I keep getting voicemail
You cannot call the watch because this is a safety feature. In the app, you need to enter your phone numbers in the phonebook(see settings). The phone numbers in this list can make calls to the watch. Please note that all numbers include country code, so Netherlands 0031, Belgium 0032. So not +31 but 0031.
- Medication reminder does not do the trick
Solution: Make sure the watch time is set to automatic. Then it is always correct with the app. If the time is incorrect then this function will not work correctly.
- S2: There is no QR code present on the back. How can I register now?
With the S2, if all goes well, there is a card on the clasp of the watch with a QR code and a barcode. You can scan these with the KUUS. app. I hope that this will solve your problem. If there are any questions, I would love to hear from you.
- Should I disable voicemail for the 3 people receiving the SOS alarm notification ?
NOTE: If your voicemail is on, the watch cannot forward calls to the next in the list. The watch then thinks it is “recorded” and cannot make a call through. So turn off your voicemail if you want to be called by the SOS watch!
- Message: “Invalid touch in charging mode”This is normal. This message means that you cannot use the watch while charging.
Advise for KUUS. C1 & C2
- How do I set the motion detection of the KUUS. C1
Setting up motion detection and other functions are explained in the instructional video: https://www.youtube.com/watch?v=Se8GS0jrGkQ
- How do I adjust the date/time of the KUUS. C1
To set the date and time correctly, follow the steps below:
- Connect the camera to your computer via cable.
- Open TIMEREST.txt. In this text notepad, you can adjust the time:
- The format is yyyymmddttttss N ( N from No for no display) or Y (Y from Yes for display). Year, month, day, time, seconds. Example: date 2020, March 1, time 12:00, 40 seconds = code 20200301120040 Y
- Every time you read out the images, you should also reset the time for a while.
- Night vision is not sharp
Night vision focuses on the object closest to the camera lens. Example: if the camera is on a table, the nightvision will focus on the table top and it will glow white making the whole image overexposed. To solve this, we recommend placing the camera on a stand and giving a clear view over the area to be filmed.
Advise for W1 & W2 watches
- Night vision is not sharp
Night vision focuses on the object closest to the camera lens. Example: if the camera is on a table, the nightvision will focus on the table top and it will glow white making the whole image overexposed. To solve this, we recommend placing the camera on a stand and giving a clear view over the area to be filmed.
- I Receive a Notification: “the Construction of Encoded Channels is Missing(-3)
This occurs when the camera is too far from the WiFi router. Make sure the camera is placed closer so that it has a strong internet connection to stream camera footage.
- Does the Camera also Work without WiFi?
Yes. You can also use the KUUS camera without WiFi. Ideal if the Internet goes down, or if it is temporarily taken offline by criminals. You can then view the images afterwards in the KUUS. PRO app. Connects to the camera’s signal. You can then review the footage up to 5 days later.
Note: this only works if you have inserted a memory card into the camera and have set the camera to record to the memory card via the settings:
Recording settings – > Save images to SD card -> Enable.
Contact us
Get an immediate answer to your question by clicking on our customer service representative Hans in the bottom right corner.
Or, get a reply within a few working days using the form below.
- W1 Location not accurate and not correct.
After several tests, we have seen that the GPS location is better if you leave the LBS option on. This can be found in the app under settings, and then at the bottom LBS.
- W2 Location not accurate and not correct.
Good of you to get in touch. If the location of the W2 is not accurate, please adjust the following data:
- Turn on wifi in the watch menu under settings
- Turn on Roaming under the watch menu under settings -> mobile networks, data roaming. This incurs no additional cost.
- Turn off LBS through the KUUS. app under settings -> LBS
- Battery dies quickly, battery does not last long.
You can make it last longer by adjusting the following setting:
- Open the app
- Press the wrench(settings)
- Press work mode and select Hibernate here
The location is now updated only if you manually request the position.
- I cannot call the watch, hear voicemail immediately
This is a safety feature so that not everyone can call the watch. In the app, you need to list your phone numbers through settings and then phonebook or contacts. The phone numbers in this list can make calls to the watch. Please note that all numbers include country code, Netherlands 0031 and Belgium 0032. So not +31 but 0031.
- The watch indicates: Equipment is now online! or Equipment is now offline!
The watch has no connection to the GPS server. Are you still using the old FindMyKids app? Then try if the watch works with our new “KUUS. Watch your valuables” app. Make sure the watch is on, has credit, and is connected (this is in your manual). Then place the watch near a window and restart it via settings in the watch. Is this still not working? Then send the SMS code below with your phone to the watch, and send the response to us using the contact form below. SMS code (all lowercase and commas, no periods: pw,123456,ts# Note: On first use, the watch takes up to 3 hours to retrieve the location.
- Call credit runs out very quickly, usage is too expensive. Indicative costs Lebara
If the calling credit runs out quickly, you probably did not top up Lebara ONE calling credit. Follow the steps in the paper manual to check this. Below is an indication of the cost: (Lebara ONE)
- Internet costs (data) about €1 per month. (to see the GPS location)
- Calls from the watch charged by the minute (€0.09). That’s only €0.002 cents per second!
- Calls to the watch are free.
In the Lebara app, you have an overview of the cost of the watch. What you do not use of this credit, you can use the next month.The credit with Lebara always remains valid, as long as you use the watch once every 90 days. These are the rates of Lebara ONE: https://mobile.lebara.com/nl/nl/prepaid-internationale-bel-tarieven-one Top up can be done both through an app and through Lebara’s website.
- Will the watch work with any SIM card? Is this simlock free? The watch does not work in Belgium with Proximus or Telenet or any other provider?
The KUUS. W1 is not simlock free, it works only on the KPN network. The KUUS. W2 is simlock free though, it works with all networks even abroad. (all of Europe) We provide the Lebara SIM card on the KPN network for free with the watch. We have tested this ourselves in the Netherlands, Belgium and Germany and it works perfectly. The cost is also very low throughout Europe (throughout Europe the cost is the same) Our watch is pre-programmed on the KPN network. Therefore, we also recommend opting for the included SIM card. In Belgium, you activate the Lebara SIM card by inserting it into your cell phone and calling: 0031626001244. Then you can top up via the app. Read this in the manual carefully and choose Lebara ONE. This is the cheapest solution. After that, don’t forget to insert the SIM card into the watch in the correct format. Model W1 uses the micro variant, so not the very small nano that fits in our model W2! See the rates here: https://mobile.lebara.com/nl/nl/prepaid-internationale-bel-tarieven-one
- W1 watch gets error message: “remove pin and start again”
The KUUS. W1 works only with a SIM card without a PIN. You probably used a SIM card with a PIN. I recommend disabling the SIM card PIN, this can be done by inserting the SIM card into your phone and using settings to disable the SIM card PIN. You can also insert the included Lebara SIM card without a PIN code, then the watch will work immediately.
- App indicates: Device is not networking:
Good of you to contact us. I expect that your watch is not connected to our KUUS. Watch app. With the information below, I can read and update your watch remotely. Please fill out the contact form below and submit this information:
- Photo of the back of the watch with bar code and QR code sharply in focus.
- 06 number of the sim card in the watch
Turn on the watch and place it on the charger near a window. Make sure the watch has credit and connection.
- Creating password in the app fails. I can’t register in the app
The password must comply with the following rules:
- Minimum 8 maximum 16 characters
- It must contain at least 1 letter and 1 digit
- No use of special characters such as €, @ dots, commas or other characters
Hopefully, with the instructions above, you will soon be able to start using the watch!
- It says Learning DND Screen lock. The screen is blocked with block lock
This Learning DND is a setting you can set in the app. This is the setting: do not disturb. (Learning do not disturb) Can you please check this in the app, whether there might be a time set here?
- Message: “Invalid touch in charging mode”This is normal. This message means that you cannot use the watch while charging.
- How can I easily top up Lebara? Call credit is empty.
First, make sure the Lebara SIM card is activated. Do this by: W1: Place the SIM card in your own phone and call 1244 (In the Netherlands) or 0031626001244 (Outside the Netherlands) W2 / S1 / S2: Place the SIM card in the watch and use the watch to call 1244 (In the Netherlands) or 0031626001244 (Outside the Netherlands) Top up can be done most easily through the Lebara website below: https://mobile.lebara.com/nl/nl/special-offer/lebaraone
- How does the €15 free credit work with the W2 / S1 and S2?
The 15 euros free credit is divided into 3, when activating you get 5 euros and then on the next 2 top-ups you get 5 euros extra credit each time.