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Troubleshooting
Fix it fast - Wi-Fi, calling, power and battery, resets and GPS.
Waffle won't connect to WiFi (Home)?
Waffle Home works on 2.4GHz and 5GHz WiFi - it just doesn't support 6GHz.
The WiFi symbol is flashing - how do I fix it?
If the Wi-Fi symbol flashes for more than 1 minute, reconfigure your Wi-Fi: 1) Put your Waffle into Bluetooth pairing mode (on Waffle Home, hold the
The Waffle network symbol is flashing - how do I fix it?
1) Check you're on the latest version of the Waffle Hub app - open the App Store on iPhone or Google Play on Android, search for Waffle Hub, and tap U
My WiFi still won't work after connecting - what do I do?
Let's get it sorted: 1) Restart the Waffle Hub app.
I tried the WiFi steps and it still won't connect
No worries, let's try once more: 1) Restart the Waffle Hub app.
Technical support couldn't fix my connection issue
If our technical support team can't resolve the issue, we'll arrange a return and sort a replacement for you - we'll take care of it from here.
My phone can't call my child's Waffle?
First check - are you added as an approved contact in the Waffle Hub app?
My child can't call me?
Check you're saved as an approved contact, and that the Waffle shows solid teal (connected).
A contact I added still can't get through?
Three quick checks: 1) Is the contact approved?
Can't get through to a new contact?
Most carriers have call blocking that can stop unknown numbers.
Approved contact still blocked by call blocking?
This is carrier call blocking on the contact's phone, not Waffle.
Calls keep dropping?
Usually a connection thing - check WiFi signal (Home) or coverage (Go).
No sound or low volume?
Check the volume in the Waffle Hub app first, then power it off and on.
The Waffle won't turn on?
Charge it first - a flat battery is the usual cause, and Waffle charges gently so give it time.
Why is my Waffle charging slowly?
Waffle charges at a deliberately low wattage for safety - it's a kids' device, so it charges more gently than a phone and won't fast-charge.
My Waffle battery is draining quickly - what should I do?
Battery shouldn't drain quickly when the device is idle.
The charging dots keep moving - how do I know when it's fully charged?
The moving dots show your Waffle is charging.
My Waffle Home screen stays on even when docked face down
Try this: 1) Return the device to the home screen by pressing the call button twice.
My Waffle Home won't go into standby mode
Try this: 1) Return the device to the home screen by pressing the call button twice.
How do I reset my Waffle?
For a simple glitch, power your Waffle off and on - that clears most issues.
How do I do a hard reset?
A hard reset is done remotely by our support team - there's nothing to press on your Waffle.
There's a square symbol with an exclamation mark on my Waffle
That symbol means your Waffle can't connect to our calling service.
GPS location looks wrong or isn't updating?
GPS refreshes every 5 minutes to save battery - tap 'request live location' in the Waffle Hub app for an up-to-date fix.
Waffle Go has no signal - what should I do?
Waffle Go uses 4G mobile data, so start by checking coverage where you are.
Waffle Go works at home but not when we're out
That usually points to mobile coverage in that area rather than the device.
Waffle Go says no service but my phone has signal
Different networks perform differently in the same spot, so this can happen.
Waffle Go location isn't updating
Location refreshes every 5 minutes to conserve battery, so it won't be live by default - tap 'request live location' in the Waffle Hub app for an up-t
Waffle Go location looks wrong
Indoors, GPS struggles through walls and roofs, so the location can drift.
Waffle Go battery is draining faster than expected
Waffle Go should last up to 2 days on a charge.
Waffle Go has used all its data - what happens?
The 1GB monthly allowance is a soft cap - we won't cut off your data if you go over.
Waffle Home keeps dropping off the Wi-Fi
Power the Waffle Home off and on, and restart your router.
The Waffle Home handset cord feels too short
The curly cord is wound very tightly when new, so it feels short straight out of the box.
Waffle Home isn't charging on its base
Check the handset is seated properly on the base and the base is plugged in - look for the charging light.
Caller ID isn't showing who's calling - what do I do?
First, check the contact appears in the contact list on your Waffle.
The Waffle Hub app says my Waffle is offline - what do I do?
Try these three steps: 1) Check you're on the latest version of the Waffle Hub app - open the App Store on iPhone or Google Play on Android, search fo
My contacts aren't showing on my Waffle
Work through these in order: 1) Check you're on the latest version of the Waffle Hub app - open the App Store on iPhone or Google Play on Android, sea
Can I get help over the phone?
Yes.
What do the symbols on my Waffle screen mean?
Here's what you might see.
What do the dots at the top of the screen mean?
The dots in the top right corner show the battery level - they only appear on the clock screen.
My Waffle shows a Wi-Fi symbol with an exclamation mark
That means your Waffle can't find or hold your Wi-Fi.
My Waffle Go shows 4G with an exclamation mark
That means your Waffle Go can't reach the mobile network.
Why can't I receive any more voice messages?
If you see an envelope with a cross, the voice message storage on the Waffle is full and new messages can't come through until some are cleared.