Customer service
frequently asked questions

If your TAG Heuer Connected app isn’t detecting your watch, there are a couple of things you can check:
 

• Make sure your phone is connected to the internet (Wi-Fi or 3G/4G)
• Make sure the bluetooth on your phone is enabled
• Make sure your watch is connected to your phone via Bluetooth and is in range. If you see a broken cloud icon on the watch screen , your watch and phone aren’t currently connected 

Troubleshooting steps:

• Activate any TAG Heuer classic watch face. Check, that Wear OS app on your phone is up-to-date and watch has the “Connected” status there. Check, that all software on the watch is up-to-date too.
• If above didn’t fix the problem, toggle on and then off the airplane mode for 30-60 seconds on both devices: phone and watch.

Note, that timing and simultaneous switch on both devices are important in this step.

• If above didn’t fix the problem, restart the watch and ensure it is connected in Wear OS app on your phone after reboot.
• If above didn’t fix the problem, force restart your phone and ensure the watch is connected in Wear OS app on your phone after reboot.

The instructions on force restart may be found on this page under “If your screen is black or frozen” section.

• If above didn’t fix the problem, re-install Tag Heuer Connected iOS Companion app from App Store.

If the problem persists, please contact us.