if passcode is on the watch will not receive emails notifications and possibly text at times

Question

if passcode is on the watch will not receive emails notifications and possibly text at times

So decided that the Apple Watch 3 has an issue that makes it worth returning. Followed the many “fixes” (including through Apple support) it seems in order to get the email notifications is if you turn off passcode or wrist identification ( which turns off passcode). The issue is that if passcode is on the watch will not receive emails notifications and possibly text at times. Could be others too but these were my issues. Of course if passcode is off you can’t use Apple pay and you risk security issues if stolen. This is a pretty big trade off to get what many users would see as a key function- receiving email notifications!! Apple needs to address this if the Apple watch is going to live up to its hype.

Posted on Sep 30, 2017 6:31 AM

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Answer 1

Top-ranking reply

Jonathan UK

Level 10

164,015 points

Sep 30, 2017 7:16 AM in response to chrisfromport carling

Hi

If you are not yet doing so, you might wish to use these settings:

On your iPhone, in the Watch app, go to: My Watch (tab) > Passcode:

Turn Wrist Detection on.
Turn Passcode on.
Enable Unlock with iPhone.

After putting it on your wrist, your Apple Watch will then unlock after whatever you do first: either unlocking your watch manually (by entering the passcode) or unlocking your iPhone. It will then remain unlocked (including when the screen is asleep) until you remove it from your wrist. When you remove your watch, it will lock automatically. How notifications behave depends on the status of your devices and your settings.

With Wrist Detection enabled, in order to bring notifications to your attention as soon as possible:

If your iPhone is unlocked, you will receive notifications on your iPhone instead of on your watch.
If your iPhone is locked or asleep and your watch is unlocked (regardless of whether the watch screen is asleep or awake) and on your wrist, you will receive notifications on your watch.
If your watch is locked or has Do Not Disturb enabled, notifications will go to your iPhone.

More information:

Notifications on your Apple Watch - Apple Support

If your Apple Watch does not behave as described above, then it is for a specific reason.

For example: passcode restrictions may be enforced on your Apple Watch (via a corporate configuration profile, mobile device management or Exchange policy on your iPhone) or Wrist Detection may not be functioning as expected (potentially due, for example, to wrist tattoos or a hardware defect).

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Answer 2

Jonathan UK

Level 10

164,015 points

Sep 30, 2017 9:08 AM in response to chrisfromport carling

If alerts for emails and/or messages are not being delivered on your Apple Watch as expected and as detailed here:

Notifications on your Apple Watch - Apple Support

Then the following steps may help:

Check for and install any available updates for your iPhone and Apple Watch, starting with your iPhone:

Check that Wrist Detection is turned on and that, if passcode is enabled, you are unlocking your Apple Watch after placing it on your wrist

On your iPhone, in the Watch app, go to: My Watch (tab) > Passcode > turn Wrist Detection on.

Check that you are wearing your Apple Watch sufficiently snugly that it does not believe that it has been removed (which will cause it to lock automatically):

Wearing your Apple Watch - Apple Support

Check your Mail settings:

On your iPhone, in the Watch app, go to: My Watch (tab) > Mail.
Select Custom.
Turn on Show Alerts.
Tap on your email account name (eg iCloud) > turn on Show Alerts from iCloud > turn on Sound and/or Haptic, as desired.
Return to the main Mail options page and tap on VIPs to configure your alert options for any contacts that you may have designated as VIPs (within the Mail app on your iPhone).
Return to the main Mail options page and tap on Include Mail > select the mail folders to be shown in the Mail app on your Apple Watch.

Check your Messages settings:

On your iPhone, in the Watch app, go to: My Watch > Messages.
Choose Custom and check - under Alerts - that Show Alerts, Sound and/or Haptic (as desired) are each enabled.

Check that Theatre Mode is not enabled on your Apple Watch:

When viewing the time on your watch, swipe up to open Control Centre.
Tap the Theatre Mode button to toggle the setting on / off.
Be a considerate moviegoer with Theater Mode

Check that Do Not Disturb mode is not enabled on your Apple Watch:

When viewing the time on your watch, swipe up to open Control Centre.
Tap the Do Not Disturb button (crescent moon icon) to toggle the setting on / off.

On your iPhone, in the Watch app, go to: My Watch > Sounds & Haptics:

Check that the Alert Volume is towards the centre or right hand side.
Check that Silent Mode is not enabled.
Check that Haptic Strength is set to the middle or far right hand side of the slider.

Confirm directly on your Apple Watch that Silent Mode is not enabled:

When viewing the time on your watch: swipe up on the screen to open Control Centre > check whether Silent Mode (button with a crossed out bell icon) is enabled.

Check that your Apple Watch and iPhone are connected:

For the best performance from your iPhone and Apple Watch, including the most power-efficient communication between them, Apple recommends keeping both Bluetooth and Wi-Fi permanently enabled on your iPhone.
About Bluetooth and Wi-Fi on Apple Watch - Apple Support

The following further steps may also help:

Restart both your iPhone and your Apple Watch, turning both devices off together, then restarting your iPhone first;

Unpair and re-pair your Apple Watch:

The Watch app on your iPhone takes a backup of your watch automatically when unpairing via the app.
Initially choose to Restore from Backup during set up (most data and settings will be restored, with some exceptions, such as Apple Pay cards, passcode).
If the issue persists, consider instead unpairing and setting it up as a new watch.
Unpair your Apple Watch and iPhone - Apple Support
Set up your Apple Watch - Apple Support

If the issue persists, then I suggest that you contact Apple Support again (mail-in service may be available, if required), make a Genius Bar reservation or visit an Apple Authorised Service Provider for further assistance, if necessary including to arrange hardware service:

Apple Watch Service Answer Center - Apple Support

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Answer 3

ChrisJ4203

Level 10

236,297 points

Sep 30, 2017 7:48 AM in response to chrisfromport carling

If this is what Level 3 said to you, this is a complete change to the Series 3 watch. I have an Apple Watch, original, and I use it with my iPhone 7. I'm on iOS 11.0.1 on the phone, and watchOS 4 on the watch. I receive all notifications. I have a passcode on my watch and my phone. I have wrist detection turned on, and also have Apple Pay on. I receive notifications for text and email on my watch without difficulties.

As I read through this, it isn't as clear, but are you referring to receiving notifications on the watch, or on the phone? If you are referring to the phone, the phone will not receive notifications if you have the watch on and wrist detection on, the notifications will only appear on the watch. If the phone is unlocked, you will not receive the notification on the watch, it will only appear on the phone for that short period until the phone is locked again. I'm guessing that you are referring to notifications on the watch. If so, it could be that support misunderstood what you were asking? Not sure.

Am I understanding you correctly?

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Answer 4

Sep 30, 2017 7:41 AM in response to chrisfromport carling

Based on what you say the only option is to return it. This seems to be a pretty widespread issue from what I am learning so either a software or hardware malfunction that impacts 1000s of watches. Perhaps quality control at production or the release was rushed with software issues not fully sorted out.

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Answer 5

Jonathan UK

Level 10

164,015 points

Sep 30, 2017 8:15 AM in response to chrisfromport carling

chrisfromport carling wrote:

This is directly from your team at Apple

You are not talking to Apple here - this is a user-based technical support community.

chrisfromport carling wrote:

I was told by level 3 support that having a passcode on (wrist detection requires it) negates email alerts. .. and only when it is turned off do I receive email notifications. .. in order to receive email notifications I must turn off passcode and wrist detection is turned off also turns off passcode.

If you were told that, then I cannot explain why. That is incorrect - whether for Series 3 or any other model of Apple Watch or under watchOS 4 or any prior version.

As I hoped to explain in my previous reply, having your Apple Watch locked would certainly prevent notifications from being delivered.

I suggest that you try following the steps in my previous reply and testing again. As the owner of an Apple Watch Series 3 model, I assure you that it remains possible to receive Mail notifications in the way described in my previous reply, just as it was with previous Apple Watch models. There is no design flaw (as suggested in one of your previous replies elsewhere) with the model, nor has the feature been removed for the new models.

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Answer 6

Sep 30, 2017 7:36 AM in response to Jonathan UK

Sorry Jonathan but nothing you claim solves the issue. I have no restrictions, tattoos or any of the other possible causes you suggest. I was told by level 3 support that having a passcode on (wrist detection requires it) negates email alerts. This is directly from your team at Apple and only when it is turned off do I receive email notifications. A design flaw as I said, that or the sensor on my phone is faulty but if that was the case why would level 3 support state that in order to receive email notifications I must turn off passcode and wrist detection is turned off also turns off passcode.

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Answer 7

Sep 30, 2017 9:01 AM in response to Jonathan UK

Wow - can't believe how difficult it is for you to understand what I am saying! I have tried and worked with level 3 support for hours. I have tried everything you stated as well as a host of other options and still the problem persists specifically "RECEIVING Email NOTIFICATIONS ON THE WATCH (running 4.0) - NOT on the Iphone 7plus (Running 11.01) when the phone is in lock or sleep mode". If you say it is my particular watch that is a dud that may be true but since Apple level 3 support says the only way is to have NO Passcode this seems to be a bigger problem than 1 watch. As well if you look at the 100's of requests over the past couple of years with this problem (and the response that solves the problem is most often to TURN OFF WRIST DETECTION...which effectively forces the passcode off!) - it looks like a bigger issue and one that has been around awhile. I have been in the tech industry and used apple products (as well as others) for 20 years - I know what I am doing.

Apple should have this way more dialed in. The Garmin devices work right away for instance with none of the nonse of settings etc. That along with poor battery life leaves the Apple Watch pretty wanting and not ready for prime time. Also I will say that Apple Support levels 1 and 2 had virtually no knowledge and in level one had only dealt with 1 apple watch 3 issue. Again not great since so much time was wasted in getting to a level 3 supervisor who stated clearly "TURN PASSCODE OFF". If this is the case poor design at best.

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Answer 8

Sep 30, 2017 9:10 AM in response to Jonathan UK

Thanks but as I said this looks to be an issue that Apple has not sorted out yet - for some watches. Perhaps a hardware supplier issue on some production. I post this so that once users have tried everything you suggest (as i have) the answer is to turn off wrist detection and/or passcode - leaving you vulnerable to security breach and making the apple pay incompatible. If someone has this issue and is willing to accept it great...I don't accept it. I also believe it is not an issue with all watches (as you have no issues with yours) but seems to be somehat widespread. I for one can't accept this and Apple seems to not know how to fix it. Luckily I am within the 14 day return period so back it goes! Thanks for your help.

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