Notice on 3G Shutdown and Network Connection for imoo Devices

Dear imoo Users,

As Australia phases out its 3G networks, some imoo users may experience connection issues. This disconnection results from new ACMA regulations effective October 28, 2024, which require carriers to restrict access to devices that cannot support VoLTE 000 emergency calls. Some carriers are banning all devices not included on their whitelist, even though some of these devices may fully support 4G VoLTE and VoLTE emergency calls.

We want to clarify that imoo watches do support 4G VoLTE and VoLTE emergency calls. We are actively working with carries to update their whitelists and will provide further updates as soon as we can. You may also contact your carrier regarding this issue caused by their incomplete whitelist.

In the meantime, you may want to consider using SIMs from different carriers. Please note that SIMs from different brands may share the same network, so be sure to check the underlying network provider before selecting a new SIM.

If you have any questions or need further assistance, please don’t hesitate to reach out to us at support@imoo.com. 

Thank you for your understanding and continued support.

Best regards,
imoo Support Team

Shipping

Unfortunately, at this time, we exclusively ship within Australia and do not offer international shipping

It depends on where you are. Orders processed here will take 5-7 business days to arrive. Delivery details will be provided in your confirmation email.

About Watch

This issue may occur if at least one of the watch's phone numbers has not been filled out completely. To resolve this:

  1. Open the imoo app.
  2. Tap on "More" in the bottom right corner.
  3. Click on your child's profile picture.
  4. Navigate to "Watch Phone Number" and ensure that both watch phone numbers are filled out completely.
  5. After completing this step for both watches, restart the watches or re-add the friend, and the issue should be resolved.

Please try restarting the watch by pressing and holding the power button. Restarting is necessary after inserting the SIM card.

imoo is 4G VoLTE capable and compatible with the following
4G bands in Australia:

  • Z1: B1 (2100 MHz), B3 (1800 MHz), B5 (850MHz), B8 (900 MHz)
  • Z6: B1 (2100 MHz), B3 (1800 MHz), B5 (850MHz), B8 (900 MHz)
  • Z7: B1 (2100 MHz), B3 (1800 MHz), B8 (900 MHz)

Australian network carriers Telstra, OPTUS and TPG Vodafone, as well all their resellers, use some or all of the above 4G Bands in different combinations in each location. It’s best to check with your service provider on whether the imoo is suitable for use on their network and will provide coverage in your area. You might need to change providers if the watch is not suitable, or they cannot offer coverage.

If you are using Z6. We have updated the software version to 7.2.2. Please update your watch’s version and it will solve the issue.

If you are using Z1, that’s because the VoLTE function of the watch has been turned off. We are currently working on this to remotely enable VoLTE for all users. Please wait for up to five business days for this to be fixed.