Validation of your email
1. One of the messages below is displayed
You try to login the app and you have one of the following messages:
- Confirm your email: Please click on the link in the email we just sent you
- Error: You can't login because you didn't validate your email in time. Please proceed to resend confirmation email
2. Click on resend and open the email from firstname.lastname@example.org and click on the link
If you have the error message, click on "Resend" only once (each time you request a new email, the link in the previous email is inactivated).
Connect to your email account and open the email from “Support@heyjoy.io” entitled "Confirmation instructions" (if you don't receive the email, verify your spam folder).
In this email, click on “Confirm my account”.
It should direct you to the screen below. Once this is done, you can finish to set up your account.
I do not receive the confirmation email
1. Click on the link below and enter your email
Follow this link
Enter your email in the field "Email" and hit "Resend confirmation instructions".
If it confirms that the email has been resent, please follow the steps in "Validation of your email above"
2. Error message "Email not found"
It means that in our database we have no account linked to your email. There is a high chance that you have misspelled your email when you have created your account.
3. If you have misspelled your email, contact our customer support
Please, create a ticket (and only one) with the link:
Select « report a bug » and share the information below to our representative::
- Email used the first time when the watch was paired (for the locked account)
- New email
- Name given to the kid in the app when pairing the Octopus Watch
- Eventually, ID of the paired Octopus Watch: this appears on the pairing screen above the yellow "connect" button and looks like "OCTO-PRD11111111"
We need more or less 3 business days to process a ticket.