Support

Veliokid Support

Support

Everything you need to get started, use the app, and troubleshoot common issues with your Veliokid GPS watch. Here you'll find important first steps, mobile app installation, usage tips, and checks to perform for connection problems.

Veliokid Standard Veliokid Pro

Easy Start-up

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First steps after reception, watch preparation, and essential checks before first use.

Section #1 • Start-up

The App for Managing the Watch

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Account setup, watch pairing, and basic functions depending on the model used.

Section #2 • Application

Troubleshooting Connection Problems

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Network, roaming, mobile data, APN, and checks to perform before contacting support.

Section #3 • Troubleshooting

First Steps Upon Receipt

Before using the watch for the first time, it's important to perform a few basic checks. This helps avoid most start-up, network connection, or app synchronization issues.

Quick Checklist (to do first)
  • Charge the watch for approximately 1 hour

    A full initial charge helps stabilize startup and prevents a low battery from causing unusual behavior during the first configuration.

  • Insert the SIM card correctly

    Check the SIM card orientation according to your watch model. Make sure it is properly inserted and the compartment is securely closed. If it's a new purchase, the card will already be inserted.

  • Activate roaming if required

    In several cases, roaming must be activated to allow the watch to automatically connect to the correct cellular network.

  • Check network and mobile data

    Make sure you see the signal, the LTE icon, or mobile data depending on the model. Without an active network connection, the watch will not be able to transmit its location or communicate with the app.

1

SIM Card and Subscription

A) If you ordered a Veliokid plan with the watch: A SIM card is already installed in the watch, your subscription is active, and your watch is ready to use. Proceed to step 2.

B) If you ordered a Veliokid SIM card WITHOUT a plan: A SIM card is already installed. To activate it, order your plan on our website.

C) If you are using your own provider's SIM card: Install your SIM card. Make sure it is activated with a plan that includes mobile data (minimum 50 MB/month). "Smartwatch plans" from most providers are not compatible — ask for a phone plan with data.

Standard CT14S

Check APN: Settings ▶︎ Mobile Networks ▶︎ APN ▶︎ Select your provider's APN.

Pro KT36

The Pro model supports nano SIM cards and eSIM. To configure APN: Settings ▶︎ Network & internet ▶︎ Mobile network ▶︎ Access Point Names ▶︎ Select or create your provider's APN.

2

Start the watch

Press the button on the side of the watch for a few seconds to start it.

3

Language and Time

Standard CT14S

1) Settings ▶︎ More ▶︎ Language ▶︎ English
2) Settings ▶︎ More ▶︎ Date and time ▶︎ Check the first 2 options

Pro KT36

1) Settings ▶︎ System ▶︎ Language ▶︎ English
2) The time synchronizes automatically via the network. If necessary: Settings ▶︎ System ▶︎ Date and time

4

Download the Wonlex app and pair the watch

The Wonlex app is available for free on the App Store and Google Play Store. This app allows you to manage the watch, track its location, and communicate with your child.

1) Install the Wonlex app on your phone.
2) Create your account by selecting the North America region *Important: when creating your password, it can simply be letters and numbers.
3) Add the watch by entering the 15-digit registration code (REG CODE) or by scanning the QR code found under the watch or in the watch's QR code app.

The first person to pair the watch to their account becomes the primary administrator and can accept or reject access requests from other people (other parents, grandparents, etc.).
5

Schedule Location Frequency

Wonlex App ▶︎ Location Frequency Menu ▶︎ 10 minutes (recommended).

If you have paired multiple watches, repeat the operation for each of them.

6

First Location Test

Take the watch outside, in an area with a clear view of the sky. Open the map in the Wonlex app and refresh the location. Wait 2 to 5 minutes to get an initial GPS satellite location.

Need help? Keep your order number, the watch model (Standard or Pro), and, if possible, a photo of the network screen handy.

Mobile Application

The Wonlex app allows you to manage the watch's main settings, check its location, communicate with your child, and activate security functions. The Pro model also offers access to WhatsApp (pre-installed by Veliokid).

Install and Pair the Watch

Install the Wonlex app, create your account, then add the watch via its QR code or ID. Make sure the watch is already turned on and connected to the network before attempting to pair it.

The first person to pair the watch becomes the primary administrator. This person can then manage settings, contacts, and safety zones.

Other people can install the app, create an account, and request access to the watch. The administrator will receive a notification and can accept or reject the request.

Tip: perform the pairing in an area with good network coverage to avoid synchronization errors during the first pairing.
Available Functions

Both Veliokid models offer the following functions via the Wonlex app:

  • GPS, Wi-Fi or LBS location depending on usage conditions
  • Safety zones (geofencing) with notifications for leaving the zone
  • Voice messages between the watch and the app
  • SOS button — sends an instant notification to the parent
  • Do Not Disturb mode — blocks interactions during class hours or at night
  • Find watch — makes the watch ring if it's misplaced

Also on the Pro model KT36

WhatsApp is pre-installed on the Pro model by Veliokid, allowing your child to send and receive text messages, voice messages, and photos directly from the watch. The Pro runs on Android 8.1 and offers a larger screen with a full touch interface.

Important: Veliokid watches only use mobile data to communicate. They do not allow traditional phone calls or SMS messages. All communications are done via the Wonlex app or via WhatsApp on the Pro model.
Location Accuracy

The watch uses 3 location technologies, each with a different level of accuracy:

  • GPS (satellite) — Accuracy: 5 to 15 m. Requires a clear view of the sky (outdoors). Best accuracy but slower to obtain.
  • Wi-Fi — Accuracy: 50 to 200 m. Uses nearby Wi-Fi access points. Fast and also works indoors. Note: the address displayed is that of the access point, not the watch.
  • LBS (cellular triangulation) — Accuracy: 200 m to 5 km. Uses cellular towers. Very imprecise in most environments.
Tip: to avoid unnecessary worries, disable the display of LBS locations in the Wonlex app. LBS Menu ▶︎ Switch to disabled position (gray). Only GPS and Wi-Fi locations will be displayed.

Location is not continuous in real-time — the battery would not allow it. You can choose the frequency: every 10 minutes (recommended), every hour, on demand, or none (sleep mode).

Geofences (secure zones)

You can create up to 3 secure zones in the Wonlex app. Click the target icon on the map, then click "+". Click on the desired location on the map, choose the radius (from 200m to 2000m), give the zone a name (e.g., School, Home), and save.

Important: The zone exit alert is not instantaneous. The delay depends on the selected location frequency (e.g., every 10 minutes). If you regularly receive false alerts, increase the monitoring radius.

SOS Button

To send an SOS, the child presses the watch button for 5 seconds. The parent immediately receives a push notification in the Wonlex app informing them that the SOS button has been pressed.

Veliokid watches do not make phone calls. SOS only sends a notification via the app + Text Message (put +1 before the phone number). Make sure that Wonlex app notifications are enabled on your phone so you don't miss an alert.
Voice Messages

Voice messages are exchanged via the Wonlex app between the parent's phone and the child's watch.

  • Send a voice message (from the watch): Open the Messaging app on the watch, choose the contact, hold down the button during your message (15 seconds max) and release to send.
  • Listen to a message: Click on the received message bubble.
  • From the Wonlex app: Go to the Messages tab and hold the button to record your voice message.

Pro KT36 — WhatsApp

In addition to messages via Wonlex, the Pro model offers pre-installed WhatsApp. Your child can send and receive text messages, voice messages, and photos with contacts you have authorized.

Do Not Disturb Mode (in class)

Wonlex App ▶︎ Do Not Disturb Menu. Block access to apps and all notifications for a defined period (class hours, night, etc.).

Only the time display and the SOS button remain accessible on the watch during this period.

Find Watch

Wonlex App ▶︎ Find Watch Menu. The watch will ring to help you find it if it has been misplaced at home or school.

Help with problems

If the watch does not connect correctly, does not send its location, or does not synchronize with the app, several simple checks can be made before contacting support.

The watch does not connect to the internet

Check these possible causes, in order:

1

Restart the watch

If the watch has not been restarted for a long time, a simple restart can reset the connection. Watch ▶︎ Settings ▶︎ Restart

2

Check data roaming

Watch ▶︎ Settings ▶︎ Mobile Networks ▶︎ Allow Roaming ▶︎ Data Roaming ▶︎ The box must be checked.

If it is already checked, uncheck it, wait 10 seconds, then check it again and accept the warning message.

3

Check APN

If the watch does not have access to mobile data, the APN may be missing or misconfigured. This setting depends on the provider and sometimes needs to be entered manually.

With a Veliokid subscription

Watch ▶︎ Settings ▶︎ Mobile Networks ▶︎ APN ▶︎ Select CMNET and check that data641003 is written below it. If CMNET does not appear, create a new APN: Name: CMNET, APN: data641003.

With another provider

Select your mobile provider's APN in the watch settings.

Don't know your provider's APN? Give us your provider (Telus, Rogers, Bell, Fizz, etc.) and the watch model (Standard or Pro) and we will provide you with the exact values to enter.
4

Disable Wi-Fi and Bluetooth

To avoid a connection conflict, if the watch has an active data plan, it is best not to activate Wi-Fi or Bluetooth, unless absolutely necessary.

Watch ▶︎ Settings ▶︎ Wi-Fi ▶︎ Disable
Watch ▶︎ Settings ▶︎ Bluetooth ▶︎ Disable

5

Weak cellular signal

The reception antenna of a GPS watch is smaller than that of a phone. If reception is good for your phone, it might be insufficient for the watch. Building materials (metal, concrete, low-emissivity glass) impair reception, especially in schools, hospitals, and basements.

The connection will resume when the watch is in an area with better coverage.

6

Other possible causes

• The watch is off — Turn it on.
• Night power saving mode is enabled (10 p.m. to 6 a.m.) — The watch disconnects from the network during this period. Wait until 6 a.m. then disable it if desired.
• The subscription has expired or is suspended — Contact Veliokid or your provider.
• The plan does not include mobile data — Minimum 50 MB/month required.
• A SIM card is inserted without an active subscription — Remove it to save battery.

How to check if the watch is connected to mobile data:

1. Disable Wi-Fi on the watch.
2. From the home screen, swipe down to display the information panel.
3. You should see: the "R" (roaming), the network type (4G, 3G, etc.), signal bars, and two superimposed triangles (mobile data indicators).
4. If the triangles do not appear, the watch is not connected to mobile data.

Location Problems

Location is not updating:

  • Sleep mode may be active. Select a 10-minute frequency in the Wonlex app.
  • Wi-Fi or Bluetooth may conflict with mobile data. Disable them.
  • The watch is not connected to the internet (see previous section).

Location is very imprecise:

  • If obtained by LBS: Disable LBS display in the Wonlex app (LBS Menu ▶︎ gray switch). The position will become more precise when the watch is detected by GPS or Wi-Fi.
  • If obtained by Wi-Fi: The displayed address is that of the access point, not the watch. If it is incorrect, the error comes from the access point. Tip: note the displayed Wi-Fi address and mentally associate it with the actual location (e.g., if "123 X Street" appears when your child is at school, every time this address appears, you will know they are at school).

No GPS location outdoors:

  • Check that the GPS function has not been disabled (Wonlex ▶︎ Function Selector ▶︎ GPS Positioning ▶︎ green switch).
  • The watch needs at least 4 GPS satellites — stay in the open and wait a few minutes.
Battery Problems

The battery drains quickly:

  • Reduce screen brightness and screen timeout (15 seconds recommended).
  • A weak cellular signal drains the battery faster. Buildings with heavy materials (schools, hospitals, basements) impair reception.
  • Use manual location refresh sparingly — this feature is very power-hungry.
  • If a SIM card is inserted without an active subscription, the watch constantly searches for a network. Remove the SIM card if you do not have an active plan.
  • A battery not used for a long time degrades. Recharge to 50% before storing the watch.

The watch no longer turns on or charges:

  • Check that the magnetic charging cable is properly aligned with the charging point behind the watch. Place it screen down to stabilize.
  • Warning: Avoid letting the magnetic part of the cable stick to a metal object — this can cause a short circuit.
  • If the battery has been completely dead for a long time, try a fast-charging wall charger to initiate recharging.
Notifications not received

If you are not receiving notifications from the Wonlex app (messages, geofences, SOS), check your phone's settings:

  • Android: Settings ▶︎ Apps ▶︎ Wonlex ▶︎ Notifications ▶︎ Enable all categories. Make sure "Show notifications" is enabled.
  • iPhone / iPad: Settings ▶︎ Notifications ▶︎ Wonlex ▶︎ Allow notifications, enable banners, sounds, and badges.
  • Samsung and some Chinese phones: Some modifications to the Android system may block background notifications. Contact us if this is your case.
Problems with the Wonlex app
  • Unable to log in: Check your username and password. Make sure you have selected the North America region.
  • Recovery code not received: Check your spam folder.
  • Lost registration code: The code is also in the watch, in the QR Code app.
  • Error messages "Request failed" or "Device offline": The watch is not connected to the internet. See the connection section above.
Factory reset

Wonlex App ▶︎ Factory Reset Menu. After resetting:

  • Step 1: Set the display language back to French.
  • Step 2: Adjust the time (enable automatic time zone).
  • Step 3: Check or recreate the APN according to your provider.

If the watch is not connected to mobile data at the time of reset, connect it to Wi-Fi first.

If the screen is frozen, press the watch button for 15 seconds to force a restart.

If after all these steps the watch still does not work correctly, contact Veliokid support with your order number, the exact watch model (Standard or Pro), your network provider, and a photo of the screen or network settings.

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