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Contact and KLachten

General about my order

Did you order from Bol.com? Then log in to your Bol account and contact Bol customer service. This is because Bol.com handles 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!

Tips for KUUS. S1 & S2

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 through an app as well as through Lebara’s website.

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.

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.

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.

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!

This is normal. This message means that you cannot use the watch while charging.

Tips for KUUS. C1 & C2

Setting up motion detection and other functions are explained in the instructional video: https://www.youtube.com/watch?v=Se8GS0jrGkQ&ab_channel=KUUS.

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.

Yes, open the app and open the camera image. Then press the 3 dots at the top right. Then choose: Detection Alarm Settings.

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.

Tips for W1 & W2 watches

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.

Good of you to get in touch. If the location of the W2 is not accurate, please adjust the following data:

1. Turn on wifi in the watch menu under settings
2. Turn on Roaming under the watch menu under settings -> mobile networks, data roaming. This incurs no additional cost.
3. Turn off LBS through the KUUS. app under settings -> LBS

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.

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 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: When first used, the watch takes up to 3 hours to retrieve the location.

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 through an app as well as through Lebara’s website.

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 across Europe (across 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

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. 😇

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:
1. Photo of the back of the watch with bar code and QR code sharply in focus.
2. 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.

The password must comply with the following rules:
– Minimum 8 maximum 16 characters
– It must contain at least 1 letter and 1 number
– 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!

Thank you for your message. 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?

This is normal. This message means that you cannot use the watch while charging.

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: Insert the SIM card into the watch and use the watch to call 1244 (In the Netherlands) or 0031626001244 (Outside the Netherlands)

The easiest way to top up is through the Lebara website below:

https://mobile.lebara.com/nl/nl/special-offer/lebaraone

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.

Contact

If you have a complaint about our products or our service, please contact us using the contact form or email us at [email protected]. You will receive a substantive response from us usually within 1 business day but at the latest within 7 days of receiving your complaint.

If you are not satisfied with the handling of your complaint you can also submit it to the Home Shopping Disputes Committee (www.sgc.nl) or to this Disputes Committee via the European ODR Platform (https://ec.europa.eu/consumers/odr/)

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