Apple Watch 5 not working while on wrist

[Dnakamoto]

greetings everyone.

So I just got my wife the apple watch 5. The issue is that when she's wearing it on her wrist, the touchscreen doesnt work as it should and the watch also doesnt seem to be calibrated correctly. When she holds her arm up to check her watch notifications, the screen just doesnt work. But when she takes the watch off, it works totally fine.

All of the settings are properly activated for wrist detection for her left hand with the crown on the correct side. We've done a complete hard reset but it still doesn't work as it should.

Her Apple watch 3 worked perfectly and i would hate to waste almost $500 for an upgraded watch that doesn't work.

Someone please heeeellllp!

Thanks guys!!

 

[Apple_Robert]

Unpair and try setting up as new. If it is still not performing correctly, call Apple and have them send you a brand new replacement, unless you have a store open near you. Unfortunately, you might have gotten a bad unit.

 

[Dnakamoto]

Yes we have already done a hard reset to the unit and it is still not working properly. Was hoping there was a simple fix for it as opposed to going thru the motions of exchanging it.

Unpair and try setting up as new. If it is still not performing correctly, call Apple and have them send you a brand new replacement, unless you have a store open near you. Unfortunately, you might have gotten a bad unit.

 

[Apple_Robert]

Yes we have already done a hard reset to the unit and it is still not working properly. Was hoping there was a simple fix for it as opposed to going thru the motions of exchanging it.

Has she tried it on a different wrist? Have you tried wearing to see if you get the same results? Does she have Tattoos, moles or dark skinned areas where she wears the watch?