My smartwatch won't turn on or the screen stays blackUpdated 3 days ago

⚡ Step 1 — Charge the watch first

Before anything else, connect the watch to its original magnetic charging cable and charge for at least 30 minutes. Clean the charging pins with a dry cloth if needed.

🔲 My watch won't turn on at all

The screen is completely black and the watch doesn't respond

1. Charge for 30 minutes with the original cable.
2. Press and hold the side button (crown) for 10 seconds to force a restart.
3. If the watch powers on → perform a Factory Reset to prevent recurrence (Settings → Factory Reset).
4. If the watch still doesn't respond → contact our customer service.

📳 My watch vibrates but the screen stays black

The watch seems alive but the screen won't light up

This usually means the battery is critically low or a firmware update was interrupted.

1. Charge the watch for at least 1 hour without interruption.
2. After 1 hour, press and hold the side button for 10 seconds to force a restart.
3. If the screen lights up → the watch is working. Perform a Factory Reset if the issue recurs.
4. If the screen stays black despite vibrating → the screen may need servicing. Contact our customer service.

💡 ICE Smart Junior — special procedure (screen black after long inactivity)

1. Charge for 30 minutes using the original cable.
2. Press the crown (main button) to access the home screen — even if the screen remains black.
3. Swipe down from the top of the screen, then tap 1 to 3 times in the upper right corner to increase brightness.

If the screen lights up after this → close the ticket. If not → contact our customer service for a warranty assessment.

❓ Still not working?

Contact our customer service with:

• Your watch model and 6-digit reference number (back of the watch)
• Description of what happened and steps already attempted
• Photos or video of the issue

Contact us here →