Spacetalk has responded to criticism of its newly launched app after users complained that the major update impacted the functionality of the Australian brand’s family safety technology.
Since the update, some Spacetalk users have reported no longer being able to pair the brand’s trackable smartwatches and losing saved contacts or settings from the previous app version.
“We have identified a data migration issue that occurred following the upgrade to our new Spacetalk app and underlying technology over the weekend,” said Simon Crowther, Spacetalk CEO, in a media statement. “This has affected our existing Spacetalk Watch customers who are currently experiencing difficulties with their devices.”
“This migration issue is isolated to our watch customers and is not affecting our mobile or app customers.”
Instead of requiring multiple apps and devices to communicate with and check in on family members, the new app aimed to consolidate several different digital safety features in one place. ‘Spaces’ was a new addition, which let approved family members chat securely, monitor locations safely, and connect to Spacetalk wearables for those without phones.
Following the update, upset users shared their frustrations on Spacetalk’s Facebook post about the new app. Complaints included watch functionality issues and not being able to log in.
“Was the update created by [the] BoM website designers?” one Facebook user remarked, in reference to the controversial Bureau of Meteorology website redesign.
In a separate discussion on Reddit, commenters complained that instead of letting users assign trusted contacts on children’s devices, the new Spacetalk platform requires all family members to download the app as a central point of contact.
How long until Spacetalk watches are up and running?
Due to the complex nature of Spacetalk’s data migration, GadgetGuy understands that the fix isn’t a matter of a single software update. Issues experienced by users are related to the entire platform, not just one component.
According to Crowther, some functionality should have already resumed, with all issues resolved “within the next day or two”.
“We’re pleased to share that several issues have already been resolved, and affected customers should start to see normal service resume on their devices,” Crowther said. “We sincerely apologise for any inconvenience and concern this has caused.”
“That said, even one customer being impacted is one too many for us.”
For Spacetalk watch users currently waiting on a fix, the official advice is to leave the wearable charged and turned on. If the watches don’t appear as paired in the updated app, users shouldn’t attempt to re-pair. Instead, Spacetalk directs users to contact customer support for further help.
Crowther advised that further updates will be provided via Spacetalk’s website and social media platforms.
