Hi, I spoke with a representative on the phone and they said I needed to send my watch in to have the techs look at it and fix it. My screen had a chip in it so they would not perform the software update on their end and wanted me to pay over $200 to have the screen repaired. This is for a Series 1 btw. I assume if your watch is in good condition, and you contact them, you can get the issue resolved but for me it was a huge disappointment and waste of time.