Hardware Troubleshooting

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To help protect your purchase, Pebble offers a one-year limited warranty for all of our watches.
You can view the details of our Warranty here.

If you are experiencing a physical / hardware problem with your Pebble, please review the information below about your issue. Some sections will have troubleshooting suggestions, and other will simply provide steps to help speed up your replacement authorization.

If you need to contact us for further help, please be sure to send your email using the Contact Support option in your Pebble mobile app.

 
Screen Issues
Buttons
Microphone
Backlight
Vibrating motor
Accelerometer Issues
Magnetometer (Compass) Issues



 
Screen Issues

If you are experiencing any display issues with your screen (e.g. dead pixels), please try doing a factory reset on the watch first, to remove any potentially harmful apps.

To restore your Pebble to factory settings, select Settings from the main menu, then choose Factory Settings, which is the very last option.

  


If the issue persists, or if you are experiencing another physical problem with your Pebble Time screen (e.g. out-of-box damage or misalignment) please email our Support Team and attach a picture of the screen problem on the main menu or a movie to your support request. We will also need a picture of the back of your watch, with the serial number clearly visible, beside a piece of paper with your email and the date written on it.

Additional information to include:

  • Please confirm it using the following format:
    Name:
    Address Line 1:
    Address Line 2:

    City:
    Region / State:
    Country:
    Postal / Zip Code:

    Phone Number:

  • What is the style (Pebble Time or Pebble Time Steel) and color of your Pebble?

  • What is your Pebble's Serial Number?


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Buttons
If any of your buttons are not functioning properly, please email our Support Team with a picture of any physical damage or a movie of a operational issue attached. We will also need a picture of the back of your watch, with the serial number clearly visible, beside a piece of paper with your email and the date written on it.

Additional information to include:

  • (If a operational issue) How many buttons are effected?

  • Was there a tactile difference between the malfunctioning button and the others?

  • Please confirm it using the following format:
    Name:
    Address Line 1:
    Address Line 2:

    City:
    Region / State:
    Country:
    Postal / Zip Code:

    Phone Number:

  • What is the style (Pebble Time or Pebble Time Steel) and color of your Pebble?

  • What is your Pebble's Serial Number?


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Microphone

If you're experiencing trouble with your voice replies / microphone input, please try the following:

  • Make sure your phone has data enabled or is connected to wifi.

  • Make sure that the correct language input has been selected in your settings. This will help adjust for accents. To check within your Pebble Time App, go to Settings > Voice Settings  and select the most appropriate option for your speech.

  • Pull back any clothing that may act as a barrier and hold the watch closer to your mouth.

  • Speak slowly and enunciate.​

Note: Please do NOT insert any sharp objects into he microphone hole as it may damage the water resistant barrier or the microphone itself.

If you have double-checked the settings and tried the suggestions above without any improvement, please take a short video of what happens when you try a voice reply to a message. Then Contact Support with your video and a picture of the back of your watch with the serial number clearly showing. 

Additional information to include:

  • Please confirm it using the following format:
    Name:
    Address Line 1:
    Address Line 2:

    City:
    Region / State:
    Country:
    Postal / Zip Code:

    Phone Number:

  • What is the style (Pebble Time or Pebble Time Steel) and color of your Pebble?

  • What is your Pebble's Serial Number?

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Backlight
First, please check your backlight settings to make sure everything is correct. From the Main Menu, go to Settings, then Display, and make sure that your Backlight is set to "On" or "Auto" and that your Motion Backlight option is enabled.

​Pebble's backlight can be activated in three ways:

  • Pressing a button

  • Tapping on the watch face - the accelerometer needs to register a quick jerk in two directions to activate the backlight. To do this, please tap at the bottom of the watchface so that it gets the up and down motion. If you tap straight down on the watchface, your wrist will prevent the necessary movement.

  • A swift flick of the wrist - this method may take some practice. Again, the accelerometer needs to feel a quick motion in two directions to activate.

If you are unable to activate your backlight using at least one of the three methods above, please try completely draining the battery.

Instructions:

  • Completely discharge the Pebble so that it shuts down.

  • Try to turn on the Pebble with the select button, if you see the Pebble logo and the watch turns off by itself keep holding the select button until the watch no longer turns on with the Pebble logo.

  • After verifying that the watch is completely discharged, please charge your watch and turn it on and test the motion sensor.

If that doesn't work, please Contact Support. Be sure to mention that you have read and tried the suggestions in this article.

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Vibrating motor
First, please make sure that your settings are configured properly for your vibrating motor.
From the main menu, select Settings, then Vibrations, and make sure that the Vibration options are enabled for each category (Notification, Incoming Calls, and Alarms). For more information, please click here.

If everything is set up properly and you are still experiencing your issue, please Contact Support.

Information to include

  • ​Has the vibrating motor worked at all since you received Pebble? If so, approximately how many times

  • Are there only certain circumstances when it doesn't work? If so, what are they?

  • If you reboot Pebble (simultaneously hold the back and select buttons for 10-seconds) and then send a test Ping from your connected Pebble app, does the watch vibrate? 

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Accelerometer
First, please first make sure that your motion backlight is enabled. To do this, please go to Settings, Display, and then Motion Backlight. If your settings are configured correctly, please try letting the battery drain completely and try again.


Instructions:

  • Completely discharge the Pebble so that it shuts down.

  • Try to turn on the Pebble with the select button, if you see the Pebble logo and the watch turns off by itself keep holding the select button until the watch no longer turns on with the Pebble logo.

  • After verifying that the watch is completely discharged, please charge your watch and turn it on and test the motion sensor.

If the accelerometer is still not functioning correctly after attempting the above, please Contact Support. Be sure to mention that you have read and tried the suggestions in this article.

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Magnetometer (Compass) Issues
If your magnetometer isn't showing accurate readings, the best course of action is to leave the compass app open so that it can gather more data and calibrate properly. Calibration is expedited and improved by moving actively, especially dancing. 

If the magnetometer is not functioning at all, please contact our Support Team through your mobile app.

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