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Service Plan Information
Are calls from the Gator watch to a UK number outside the UK included in the 60 minutes/month?
 

Yes, they are.
Are my payment details secure on your website?
 

We run our platform on Volusion and have done so because they host our website in their secure data centres and payment servers that fully comply with (and exceed) these strict Payment Card Industry rules. Please see this link Volusion - About PCI regulations. All credit card information should go through our store encrypted with the SHA-256 grade signature algorithm, the highest standard currently available in the e-commerce industry.
Can I cancel my service plan?
 

YES – if you have chosen the multi network monthly rolling plan (the £11/month plan with no contract). You can cancel at any time with a one month notice period by emailing us at support@techsixtyfour.com.
You cannot cancel an annual service plan (£9/month) until one month prior to the end of the service contract.

Please do note that the watch will not work without an active service plan.
Can I make calls from the watch to numbers outside of the UK?
 

YES however long distance charges will apply. Please email us at support@techsixtyfour.com before making these calls as charges could be very high depending on the country.
Can I resell my watch?
 

The SIM and service plan are registered to you upon activation, and are not transferable until you contact us. If you wish to transfer the watch to a new owner, you will need to email us at support@techsixtyfour.com

Can I see the minutes used on the Gator app?
 

No. Sorry but this feature has not been added on the app. There are very few instances when a child exceeds the 60 minutes of voice per month.

We do encourage parents to call the child back if the conversation is not an emergency.
Can I use my Gator watch abroad (outside of the UK)?
  YES – your watch will work with no extra cost for data or 60 mins of outgoing voice calls in any country in the EU EXCEPT FOR Switzerland, Isle of Man, Jersey, Guernsey, Andorra, Monaco, Gibraltar and Faroe. Please make sure to add 44 to all of the phone numbers (ie. the watch phone number itself and all of the emergency and whitelisted contact numbers) in the Gator App when the watch leaves the UK. For travel outside the EU and to countries listed above, please contact support@techsixtyfour.com to activate global roaming. You can review the global roaming charges in our Roaming Details document.

Can I use my own SIM card in the Gator watch?
  NO. All Gator watches come with a pre-installed SIM card and designated phone number that is locked to the watch.
Do I need to pay a monthly charge to use the watch?
 

Yes. The Gator watch has a SIM card and works just like any other mobile phone. The monthly charge includes:

– unlimited data

– 60 minutes of outgoing voice calls

– multi-network coverage (Vodafone, O2 and EE)

– free roaming in most of the EU EXCEPT Switzerland, Isle of Man, Jersey, Guernsey, Andorra, Monaco, Gibraltar and Faroe
Do you send a monthly call log?
 

No. We only send call logs when the 60 minutes/month has been exceeded.
How can I ask a question about my service plan?
  For all questions regarding monthly service plan charges, please send an email to support@techsixtyfour.com and include the phone number of the watch. We will respond within 24 hours.
How much do I pay for calls after I have used up the 60 minutes included?
 

Talk time in excess of 60 minutes per month is charged at 25p per minute. We strongly suggest that if your child wants to have a long conversation, call them back. Calls TO the watch do not count towards the 60 minutes. There are very few instances when a child exceeds the 60 minutes of voice per month.

We strongly encourage you to call your child back if the conversation is not an emergency as calls TO the watch do not count towards the 60 minutes.
How much will it cost to use the watch in countries outside of the EU?
  Every country outside the EU carries different roaming charges and can be very expensive. Please email support@techsixtyfour.com and let us know which country you plan on travelling to to learn more about roaming costs.

Please note that roaming charges apply to these countries in the EU - Switzerland, Isle of Man, Jersey, Guernsey, Andorra, Monaco, Gibraltar and Faroe
I am on the £11/month rolling contract service plan. How do I stop or reactivate the service?
  You need to give us one month's notice to stop the service with the networks. Please email us at support@techsixtyfour.com if you wish to stop or reactivate the service. Reactivation will take up to 48 hours and may result in a change in the phone number assigned to the Gator watch.
I want to take my Gator watch on holiday to France. Can I do that and how much does it cost?
  Your Gator watch will work with no extra cost for GPS data or 60 mins of outgoing voice calls in any country in the EU EXCEPT FOR Switzerland, Isle of Man, Jersey, Guernsey, Andorra, Monaco, Gibraltar and Faroe. Please make sure to add +44 to all of the phone numbers (ie. the watch phone number itself and all of the emergency and whitelisted contact numbers) in the Gator App when the watch leaves the UK. For travel outside the EU and to countries listed above, please contact support@techsixtyfour.com.
Is it possible for my child to run up big phone bills?
 

No. Every watch comes with unlimited data and 60 minutes of inclusive outbound voice calls. As your child can only call you or another parent/guardian, as long as you hang up the call, the watch will also hang up the call. When the 60 minute allowance has been used, you will be notified by email. We have very rare instances when a child exceeds the 60 minutes. Our advice is IF your child calls you and it is not an urgent issue, consider calling them back. This will save the 60 minutes for use when an urgent issue does arise.
What happens if my credit card details change?
 

If your credit card is cancelled or replaced, and we are unable to take your monthly payment, we will notify you by email that you need to update your details. You will need to login to your account on our website and go to My Account then Payment Settings to update your credit/debit card details. Please note that failure to pay the monthly service plan fee within 7 days will result in the deactivation of the plan which means the Gator watch will no longer be able to make/receive phone calls or track. Reactivation will be subject to a £20 fee. Please email us at support@techsixtyfour.com if you have any issues with your card payments.
When does the billing start?
 

Billing starts the day your watch is activated and you will be charged every month automatically thereafter. This applies to both the £9/month annual contract and the £11/month with no contract.
When you make a call lasting 20 seconds, does it round up to 1 minute?
 

Yes all calls are rounded to the nearest minute.

Which mobile networks does the Gator watch use?
  We use most of the major networks available in each country. In the UK, we use Vodafone, O2 and EE. The watch will automatically use the network with the strongest signal at any given location/time which ensures the best possible coverage and minimises the number of 'dead zones'.
Will it be very expensive to use the phone in the EU?
 

Your Gator watch will work with no extra cost for data or 60 mins of outgoing voice calls in any country in the EU EXCEPT FOR Switzerland, Isle of Man, Jersey, Guernsey, Andorra, Monaco, Gibraltar and Faroe.

Please make sure to add +44 to all of the phone numbers (ie. the watch phone number itself and all of the emergency and whitelisted contact numbers) in the Gator App when the watch leaves the UK. For travel outside the EU and to countries listed above, please contact support@techsixtyfour.com.