Hold to SOS not working

[qtrim]

Got an Generation 0 Apple Watch for my mom. Updated her iPhone 5S to 10.0.1 and the Watch to 3.0.

When I press the side button, it bring up the Power Off and Emergency SOS screen, but holding the side button does nothing. I've held it for 10 seconds and it never starts to activate an SOS call.

I did a reset to the Watch, but still no good. I'm lost.

 

[RadioGaGa1984]

I assume you've turned it on in the watch app on the iPhone.

 

[qtrim]

I assume you've turned it on in the watch app on the iPhone.

yes

 

[RadioGaGa1984]

yes

Also turned on in location services? Also have you restarted them both?

 

[qtrim]

Having done some more testing, it seems like the sensor that knows its on my arm is no good, because every time I raise my wrist it asks for the passcode to unlock the watch. THat's after restarting both a few times. On the phone with Apple Support now.