Our support team is here to help you. In order to fully understand the problem, we need detailed information about the issue.  Selecting the problem type that most accurately reflects your issue is very important.  If you are receiving error messages in the app or on your watch, send us a screen shot of it.  The more details, the better.

How do I get help?  You can create a support ticket here.

When creating your ticket choose the ticket type that best describes your issue. It may be tempting to select the option with the shortest form, but please don't do it.  Provide all of the information requested. If you leave fields blank, it may lead to a delay in resolving your issue.

Please note that we usually respond to tickets in 1-2 business days. Creating multiple tickets for the same issue will not lead to a faster response. Providing all of the requested information and a detailed description of the problem you're experiencing, definitely will.  We want to help you as quickly and efficiently as possible.

Here's a cheat sheet to help you locate the most important information:

  • Watch's Local Name : 

In the app:

You can find this information by tapping on the gear icon next to your child's watch in the parent settings of the Octopus app. It will look like this OCTO-PRD654765746). 

On the watch:

Double press the button to enter the Octopus Watch's menu screen. Once you're in the menu, press the button seven times to reach the Info page.  

*If you have an Octopus Watch v1, press the physical button on the side.

  • Octopus App Version:

In the app:

You can find the version number on the lower left side of the screen.

You can also find the app version on the Octopus by Joy app page in the App store or Google Play Store.

If you are having trouble syncing or connecting to the watch, we'll need to  know the make and model of the device you're using. For example, iPhone X, or Samsung Galaxy Note.

  • Account and Order Related Questions

If you have an order related issue, please make sure to provide the name and email address used to place the order.  The order number would also be very helpful. 

If you cannot log into your Octopus app account. Try to reset your password. If you continue to have trouble logging in, submit a ticket and be sure to include your full name and the email address you used to create your account. If you receive any error messages, include screenshots in your ticket.