Frequently Asked Questions 

Scroll down for General Questions, Watch Questions and App Questions. 

General Questions

My online tracking shows my item has not moved, what's up?
It usually takes 24 hours for domestic tracking to update online, and 48 hours for international orders to update online. If you received a shipping notification from us - your item is with the courier. When tracking international orders shipped with USPS, you can track your item with the same number on your local courier site once the item reaches your country. 

Where is my password for the tutorial video?
Your password is printed on the inside of your watch box lid. If you no longer have your watch box cannot remember your password, get in touch with your order number and order email.

Does my Watch come with a warranty?
Your Watch comes with a 1-year manufacturers warranty starting the date of delivery that covers any and all manufacturing defects. All watches will be inspected, and hand tested for quality assurance before delivery. If there is a manufacturing fault that prevents you from performing, all you need to do is send it in, and we will repair or replace your watch for free. Cosmetic issues that could be caused by wear and tear must be reported within 48 hours of delivery to be covered under this warranty. Modifying or tampering with the watch in any way will void its warranty.

After purchasing my Watch, can I return it?
Unfortunately, we do not accept any returns or refunds. This is standard with most magic products and was stated in the Terms and Conditions when you purchased the watch. However, your watch does come with a one year manufacturer's warranty, and if we can't solve any problems you are having we will repair or replace your watch. We are also continually improving the NKTW app to iron out small bugs, as well as to add in new features.

I can't find the answer to my question on this page, what next?
No worries! If you have any questions or suggestions do not hesitate to contact our support team by emailing support@nobodyknows.us

If you're emailing about a package, please include your order number. Or, if you're emailing asking for technical support, please include your phone's model name and operating system version.

Watch Questions

How do I activate my watch?
When you first receive your watch, just press and hold the crown for three seconds. You'll notice the hands start spinning to tell you the watch is now active and a Bluetooth signal is transmitting. You will only ever need to do this once. If you have previously activated your watch and the hands are not moving, you are probably in force time mode. Just tap the crown once to return to normal time. 

I need a new watch band, what can I do?
The official Turner bands are high quality and built to last. If you feel you need to replace yours or want a spare, you can purchase them on our website.

Why doesn't the crown work?
If we had designed the crown to work as it usually would on a normal watch, it would have meant that our secret electronic control would rely on that mechanism to set the time. We instead chose to use a different mechanism that allows the minute and hour hands to both move independently, letting the right time be set near-instantly once the signal has been received.
We put a lot of work into making sure the crown does spin and push in though. If you hold the watch face down, you can ask someone to turn it, and it should feel to them like it is genuinely turning.

What are the specs of the watch?
The main body of the Classic Edition Turner Watch consists of a high-quality domed glass crystal and a stainless steel case. The diameter of the glass is 34.03mm and the diameter of the case is 39mm. The Turner Watch band is a genuine leather 20mm watch band, and is available in brown or black. If you are vegan and would prefer your watch to ship without a strap, use code VEGAN at checkout.

I can't find the answer to my question on this page, what next?
No worries! If you have any questions or suggestions do not hesitate to contact our support team by emailing support@nobodyknows.us

If you're emailing about a package, please include your order number. Or, if you're emailing asking for technical support, please include your phone's model name and operating system version. 

App Questions

I'm having trouble connecting, what's up?
The very first time that the watch pairs to the app, it can take a few tries to get it to connect, as there are lots of processes running in the background. Make sure you are holding the watch close to the phone, and you don't have any other Bluetooth devices turned on and nearby that could be causing interference.
If you still have connection difficulties and are using an Android device, try deleting any cache and data the app has before launching it and trying to connect. You can do this from Settings -> Application -> Storage.

I can't type in certain digits, why is this?
Be sure to input all times as four-digit numbers. E.g., include the zero in 04:32. We're working on a way to allow three digit inputs in the future, but for now, it is far more secure to input all times using four digits.

I can't press the set time button in Accomplice: Video or Accomplice: Basic modes.
Our app has a bug on some iPhone models when display sizing is set to more than 100 %. For now, make sure your display and font sizes aren't set to higher than 100%. We are aware of this and are working to resolve this in a future update. 

I can't set the time on the watch using the app.
Make sure your phone's time settings are set to be in 24-hour mode instead of 12-hour mode.

How do I set the watch to the real world time?
From the homepage, just hit Reset.

I'm finding it hard to switch from one mobile device to another?
The watch is designed to ghost its Bluetooth signal once it's connected. This is so that spectators can't discover that the watch uses Bluetooth. To change the device you connect to, ensure that you have unpaired the watch from inside the app, and also go into your device settings and "Forget this Device."
If you still cannot connect with the new mobile device, you need to restart your watch by pressing and holding the crown for ten seconds. Be sure to calibrate your watch. 

The screen is entirely black — what do I do?
You must be in Solo: Swipes mode. There's a very low opacity "X" in the top right corner of the screen. If you tap that you will go back to the home screen. 

How do I exit Solo: Swipes mode?
There is a very low opacity "X" in the top right corner of the screen - tap that, and you will go back to the home screen. 

How do I exit Accomplice: Video mode?
Five seconds after you hit record, all the secret buttons will appear on the screen including the "X" to exit this mode. If you wish to exit this mode without hitting record - simply double tap anywhere on the screen and all the secret buttons will appear. 

How do I change my profile name and photo?
It's simple — just click the little "write" icon under your display name. 

I'm having trouble learning to perform Solo: Swipes. Any tips?
Yes. When you are starting, try getting your spectator to hold the watch with the face pointing towards you. You'll be able to watch the hands as you perform, boosting your confidence. 

I didn't give the app permission to use my camera and microphone, what do I do?
You need to head to your phone's settings, find the NKTW app, and allow the use of the microphone and camera. These two permissions are necessary for the app to function properly. We do not store or collect any data on our users.

The written words don't appear every time?
That's normal, we have only coded the written time to appear on every five-minute interval. 

I can't find the answer to my question on this page, what next?
No worries! If you have any questions or suggestions do not hesitate to contact our support team by emailing support@nobodyknows.us

If you're emailing about a package, please include your order number. Or, if you're emailing asking for technical support, please include your phone's model name and operating system version.