FAQ

    Trouble with Bluetooth connection

  • Q. I cannot sync / reconnect.
  • A.
    Try the following steps.
    1. Close the wena app
      iOS: press the home button twice and swipe the wena app that appears
      Android: tap [Settings] > [Apps] > [wena], then tap [Force stop].
    2. Turn Bluetooth
      1. Push the power key of the wena wrist for one second to turn Bluetooth off. Press and hold it again for a second to turn it on.
      2. Turn the Bluetooth setting of your smartphone off and then on again to connect to your wena wrist.
    3. Launch the wena app
      Launch the wena app and push the sync button.

      Check that the following settings are correct.
    1. You are connected to the right wena wrist model
      1. Select the App Menu (top left of screen, showing 3 small horizontal lines)
      2. If it is not selected, change it to your model.
        If you have a wena active you should see “wena wrist active (WA-01B)”
        If you have a wena pro you should see “wena wrist pro (WB-11B)”
      3. If the incorrect model is showing, then click on the small arrow to the right of the model shown to reveal other models that may be set up.
      4. You can then choose a different model by simply selecting it
    If you try these steps but still cannot connect, there may be a problem with the pairing.
  • Q. I can’t pair the devices properly with Bluetooth.
  • A.
    1. Close the wena app
      iOS: press the home button twice and swipe up over the wena app that appears to close it
      Android: tap [Settings] > [Apps] > [wena], then tap [Force stop].
    2. Delete the old pairing
      • iOS:
        1.On your smartphone, go to [Settings] then [Bluetooth].
        2.Your wena device should be listed under ‘My Devices’ and will show as ‘WA-01B’ or ‘WB-11B’
        3.Select the ‘i’ icon to the right of your device name.
        4.Select ‘Forget This Device’ to delete the Bluetooth pairing
      • Android:
        1.On your smartphone, go to [Settings] and then select [Bluetooth]. On some devices you may access ‘Bluetooth via another menu such as ‘Device Connection’ menu
        2.Find your wena device on the list of ‘paired devices’ and select the icon to the right of your device.
        3.Select ‘Forget’ or ‘Unpair’ depending upon your phone to remove the Bluetooth registration
    3. Retry pairing
      1.Make sure Bluetooth on your wena is turned on (hold centre button on your wena down for one second until it vibrates and confirms Bluetooth has been turned on
      2.In the Bluetooth setting screen on your phone select the wena device from the list of available devices
      3.A 6 digit pairing key should be shown on the screen of your wena, type this number into the pairing screen that pops up on your phone
      You should now be connected
    4. Launch the wena app and push the sync button.
      Your device should now be connected, and data synchronized with your phone App
      If this did not solve your problem:
      • 1.Please delete the Bluetooth connection again (repeat step 2)
        2.Reset your wena wrist to factory settings (see here) & follow the standard set up instructions.

    If initialization(getting wena wrist to factory setting) has started, complete the initialization following the instructions on screen.
  • Q. Bluetooth sometimes turns itself off.
  • A.Check the following.
    • wena wrist pro/active: Bluetooth should be on
    • Try Changing the wena app setting to:[Continue searching for iPhone/Android].
      You can find this in the wena app device settings > Bluetooth connection settings
  • Apps Information

  • Q. Why do I need to create an account with Sony Xperia / Mobile?
  • A.
    In order to the use “wena pay” (contactless payment function) and the data upload function, you need to use a Sony Xperia/Mobile account. If you do not use these functions, then you do not need to create an account.
  • Q. Can I use my existing Sony Account to log into wena?
  • A. You can use some accounts for logging into wena. For more detail, please find explanation on e-mail login screen.
  • Q. What are the benefits of creating a wena account ?
  • A. 1.Upload activity log statistical information
    • You can upload statistical information from your activity log. Uploading the activity log allows you to keep your activity information safe. It will regularly back up your activity information such as steps and sleep (information model dependent). The key benefit is that if you need to reset or change your smartphone you are able to retrieve your historical activity information.
    • Additionally, you can upload your activity log to Sony’s server view ranking.

    2.To Use Contactless Payment
    • You need to create a wena account to be able to use ‘contactless payment’ function.
    3.Upload device settings
    • You can carry over the wena wrist settings you are using when switching to a new smartphone.
     
  • Q.Are different apps used in the wena wrist pro / wena wrist active ?
  • A. Every wena model uses the same app, but the functions available in the app will differ according to the wena device you’re using.
  • Q. What version of iOS/Android supports the wena app?
  • A. [iOS] 10.0 and above
    [Android]6.0 and above
  • Q. Can I use it with iPad / iPod touch?
  • A. Yes, you can.
    *The Health app is not available on iPads, so you cannot link to it.
  • Q. I don’t know how to use the app.
  • A. Refer to the Help Guide to see how to use the app.
  • Q. Why do I have to switch on the location information service for the Android app version?
  • A. Devices equipped with Android 6.0 and upwards must have location information services turned ON, in order to detect Bluetooth Low Energy Devices such as smartwatches and trackers. The setting must be “High accuracy”. The wena app does not gather or save location information.
  • wena pay

  • Q. How can I use the e-money function?
  • A.
    Refer to the steps below. For more details, please refer to the Help Guide
    • Open the wena app
      • Make sure that the network connection of your phone is active
      • Go to the [Settings] menu
      • Select [wena pay]
      • You will be prompted to wear your wena wrist
      • You need to be logged into your wena account to continue
    • Set and confirm your Wearable PIN
    • Add & Enable your Card to wena pay
      You can enter it manually or use the [Scan Card] function. If you’ve incorrectly entered your card information, you will get an error message.
  • Q. Can I register any cards for wena pay?
  • A.
    It is only possible to add certain cards to the wena pay service. Please register an account with one of the following cards
    Upon accepting the terms and conditions from the issuing bank, some issuers will require identity verification in order to complete the tokenization process in wena pay.
  • Q. How do I use the wena payment system?
  • A.
    Once you’ve set up your account and registered your card, you’re ready to start spending
    1. When you find yourself close to a payment terminal ready to make a purchase, press the wristband button until the payment icon appears. You’re now in payment mode. This stays active for 60 seconds and a timer indicates how much time you have left to make the contactless payment.
    2. If you take longer than 60 seconds to pay you will need to reselect the payment mode.
  • Q. Do I need to enter a pin to make payments?
  • A.
    No, but for your financial safety, you will be required to do the following;
    1. re-enter your wena PIN in the wena app to re-authorise payments if you take off your watch
    2. re-enter your wena PIN in the wena app to re-authorise payments if you power off your watch.
    3. re-enter your wena PIN in the wena app every 24 hours since the last entered PIN.
  • Q. Can I see my transaction history?
  • A.
    Once you have made payments using wena pay your payment transaction history should be listed underneath your virtual card.

    Missing transactions?
    • If no transactions are displayed, exit wena pay and return to see if they reappear
    • Verify that you are viewing the correct virtual card/wallet (E.g. if you have two wrist bands connected to one credit card, it depends on which wrist band you’re connected with)
  • Q. Can I have 2 wena devices connected to the wena app on my phone?
  • A.
    You can add an Active and a Pro to the wena app, but only one wena device can be connected at a time.
    • For each device you can set up separate payment wallets.
    • You will only see the payment wallet and card transactions for the device that you are connected to. For example if you make a payment on your wena active you will not see this transaction if you are connected to your wena pro.
  • Q. How do I change the default card in wena pay?
  • A.
    If you have multiple cards in wena pay, you can choose which cards to use for payment.
    1. Select which cards you want to use for payment by swiping.
    2. Select […] mark circle in the top right-hand corner on the card in wena pay
    3. Select Set As Primary.
  • Q. What if I get an error on my wena wrist?
  • A.
    If you see a message “wena wrist is not connected” appearing briefly at the bottom of the screen.
    1. Check if your phone Bluetooth connection is active.
    2. Check if your wena wrist Bluetooth is active: check the Bluetooth symbol on your wrist or press the button on the wena band until you see it appear. If Bluetooth is not active, press and hold the button until the watch vibrates and confirms Bluetooth is turned on.
    3. If you’re still experiencing an issue go to the wena app Dashboard and click sync to synchronise
    4. If you’re still experiencing an issue, force stop the wena app.
        a. [iOS] On an iPhone X or an iPad (running iOS 12), swipe up from the bottom and hold to bring up the App Switcher.
          On older iPhones and all iPads, double tap the Home button.
        b. Find the app you’d like to close and swipe up.
        c. [Android] Go to [Settings] > [Apps] > [wena] > click FORCE STOP
  • Q. How do I change my wena wrist PIN?
  • A.
    Follow the below steps.
    1. Go into the wena pay menu and tap the Question Mark circle in the top right-hand corner.
    2. Some selection options appear.
        a. Wearable Devices.
        b. Erase all wallet data
    3. Select Wearable Devices and select your wena wrist.
    4. You can Change Pin here
  • Q. What happens if I enter wrong wena wrist PIN?
  • A.
    1. If you enter wrong PIN 3 times in a row then the PIN gets locked. You then have 3 new attempts to change the PIN.
    2. If all the 6 attempts are wrong then PIN will be blocked and the only option is to erase all payment information from your device and wallet.
    3. Select ERASE CARDS IN DEVICE in the bottom of screen and then set a new PIN.
  • Q. How do I remove/suspend cards on my wena wrist?
  • A.
    1. Select […] mark circle in the top right-hand corner on the card in wena pay.
    2. Some selection options appear:
        a. Card Details
        b. Suspend
        c. Remove
    3. Select Suspend and you can suspend your card in your device.
    4. Select Remove and selected card is deleted from your device.
  • Q. How do I delete all payment information on my wena wrist?
  • A.
    1. Go into the wena menu by pressing the Question Mark circle in the top right-hand corner
    2. Some selection options appear:
        i. Wearable Devices
        ii. Erase all wallet data
    3. Select Erase all wallet data. Remember: this will erase all card and PIN data on the device!
  • Q. What should I do if my payment transaction is declined?
  • A.
    If your payment was declined, contact your bank for more information.
  • Q. Is wena pay secure?
  • A.
    wena pay uses an industry-standard tokenization platform to ensure your card information is never revealed, shared with or stored on wena pay or wena devices. Also wena pay requires you to set a 4-digit PIN code to make it more secure.
  • Q. Where can I use wena pay?
  • A.
    You can use wena pay at any stores that accept contactless payments. If you use wena pay internationally note that foreign transaction fees may apply to purchase (depending upon your bank’s policy).
  • Q. What if my wena device is lost, stolen or broken?
  • A.
    It is not a problem. If you lose your wena device no one else can use the cards on your wena device without the PIN.
  • Q. Can I connect the single wena device to multiple phones?
  • A.
    No. A single wena device can only be connected to one mobile phone. If you connect it with a new mobile phone, you need to erase all wallet data first to use wena pay.
  • Q. Can I add my card to multiple wena devices on single mobile phone?
  • A.
    Yes. You will need to load the payment card onto each device separately (the card data is stored on the wena wrist not on the phone)
  • Q. Does wena pay store any transaction information?
  • A.
    wena devices and the wena application do not store any transaction information. As and when required, it fetches the transaction information from MasterCard.
  • Activity log function

  • Q. What activity log function can be used on the wena wrist pro?
  • A. The wena wrist pro contains a speed sensor able to act as a pedometer, measure calories burned and your sleep status.
  • Q. What activity log function can be used on the wena wrist active?
  • A.
    The wena wrist active contains an accelerometer, GPS sensor, and heart rate sensor. It can measure distance moved / average speed / pace count / heart rate / sleep status / location information / activity timer / calories burned.

    *Generally, measuring your pulse rate is recommended as the way to know your approximate heart rate for strenuous exercise.This product has a simple heart rate display based on your pulse rate measured from your arm.
    *This device is not a medical instrument.
    *This device and its onboard applications are not designed for medical diagnosis, treatment, prevention of disease.
  • Q. My sleep isn’t recorded.
  • A.Check on the settings that “Sleep tracking” is turned on.
    Wait until the sleep icon on the display on a wena wrist turns off before syncing the smartphone.
  • Q. What is sleep logging?
  • A.
    The Sleep log measures sleep between a specified start time and end time. The start and end times can be set in the [Device][Sleep Time Settings] [Sleep Tracking]
    (If you are still sleeping past the end time, wena will continue to record your sleep until it detects that you are awake.
    Sleep measurement is sensed based using your movements to detect sleep.
  • Q. Can I transfer my activity log when I buy a new wena wrist?
  • A.Your activity logs are stored on your smartphone. Therefore changing your wena wrist should not affect any past information stored on your wena phone App. You will still be able to see any past activity information even if you connect a new wena wrist to the same smartphone.
    ・If you delete the wena app on your phone or the app data (Android) then your past activity log will not be available.
  • Q. What are the specifications of the activity tracker? Can it be used with other apps?
  • A.

    wena wrist pro

    With iOS you can link to the Apple Health app and write data(step / sleeping times /and heart rates) to it.

    With Android you link to the Google Fit App and write step, heart rate and activity data to it.

    wena wrist active

    With iOS you can link to the Apple Health app and write step, sleep and heart rate data to it.

    With Android you link to the Google Fit App and write step, heart rate and activity data to it.

    *The health app cannot be used on the iPad as it is not supported on it.
    *Generally, measuring your pulse rate is recommended as the way to know your approximate heart rate for strenuous exercise. This product has a simple heart rate display based on your pulse rate measured from your arm.
    *This device is not a medical instrument.
    *This device and its onboard applications are not designed for medical diagnosis, treatment, prevention of disease.
  • Linking to the smartphone

  • Q.Can I use it without linking it to wena app?
  • A.
    No, you cannot use wena wrist without linking to the wena app on a smart phone.
    Although you do not need the wena app to use wena wrist once it is set up you would be unable to enjoy key functionality such as notifications, contactless payment, manage settings and see activity logs.
  • Q. Will wena wrist record your activity even if you are not connected to a smartphone?
  • A.
    Yes wena wrist records and stores your activity on its memory.
    1. It does not need to be connected to a smartphone to record data.
    2. When you next connect and synchronise your wena wrist with your smartphone it will transfer the data to the app
    Wena wrist stores the following data:
    1. GPS data: up to the most recent 4 items
    2. Step data: up to 7 days
    3. Sleep data: up to 16 days
    4. Notification history: up to the most recent 128 items
    5. Heart rate data: up to 7 days
    6. *** The activity logs synced with the app are stored inside the app.
  • Q. Where can I check the pass key?
  • A.
    The pass key (the last 6 digits of the serial number) will appear on the display window when a pairing key is required for connection with a smartphone.
  • Pairing

  • Q. Where can I see the serial number?
  • A.The serial number is on the back of the band and also appears as the pass key (last 6 digits) on the display window when a pairing key is required for connection with a smartphone.
  • Q. How many smartphones can the wena wrist pair with?
  • A.You can only pair with one smartphone at a time. To pair with another smartphone, you will need to initialize / reset the wena device.
    Note this will not remove your payment data from your wena wrist. See “Reset to factory settings” in the Help Guide . Afterwards connect with the other smartphone via the pairing procedure.
  • Q. What should I do when I upgrade to a new model smartphone?
  • A.To connect with a new smartphone you need to initialize / reset the wena device. Note See “Reset to factory settings” in the Help Guide . Afterwards connect with the new smartphone via the pairing procedure.
  • Product specifications

  • Q. What is the approximate continuous operating time?
  • A.
    The continuous operating time of the band is approximately one week (depending upon your usage).
    For further details, refer to the model specifications on the Product Description page.
  • Q. Can I replace the battery of my wena wrist and watch head?
  • A.
    The battery of the head can be replaced by a watch repair shop, but the battery of the band cannot be replaced.
  • Q. If there is a particular watch face I like, can I attach it to wena wrist?
  • A.
    You can attach most watch faces that have an 18 mm, 20 mm or 22 mm lug width. You should however visit a store to check that your watch will fit.
  • Q. How can I check the battery power of the band?
  • A.
    You can check on the display window or from the dedicated app.
  • Q. Can I charge it with a portable battery charger?
  • A.
    We recommend using a computer or Sony AC adapters CP-AD2 or ACUD20 to charge it your device.
    Some portable battery chargers may not complete the charging process due to their battery capacity.
  • Q. What communication systems are supported?
  • A.
    wena wrist supports Bluetooth 4.2 (Bluetooth Low Energy).
  • Band

  • Q. What is the width of the band?
  • A.

    wena wrist pro

    The width of the band is 20 mm. The lug of the end piece attached to the band in the box is 22 mm. In addition 18 mm and 20mm watch head links are included in the box.

    wena wrist active

    The width of the band is between 18 to 22 mm (the width varies depending on different parts of the band). 18 mm, 20mm and 22mm watch head links are included in the box.
  • Q. Can the length of the band be adjusted?
  • A.Yes.

    wena wrist pro

    Please refer here .

    wena wrist active

    Please refer here .
  • Notes

  • We recommend that you ask a watch shop or jewelers to adjust the wena pro band for you. Please take the Start-up Guide(included in the box) with you, this explains which parts of the band can and cannot be removed (some links in the band contain electronics, only links with the arrow can be removed, if other links are removed this will break the watch band).

  • Repairs

  • Q. If I get my wena wrist repaired, what happens to the smartphone pairing information?
  • A.
    When your wena wrist is returned to you after repair it will have been reset to factory settings. All your information on the wena wrist will have been deleted. You will need to delete any Bluetooth pairing on your phone and then set your wena wrist up again as if it were a new device. See here for the how to do pairing.
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