Contact My Citizen App Support

Instructions included with the watch require you to register your product online or on an app to see the real manual. Activating your email sends a link that goes to their store page so you can buy another watch. After numerous, frustrating attempts I logged feedback and requested support on 2/14 on their website. 2/19 and no email or call back. Today registration took a different turn. 3 activation emails were sent. The first two were expired and the third one reopened the app and seemed to do something, but the activation button was still on the app. You have to hit the button, completely close the app, the select the third email, click on the link, then the app will open and allow you to register your device and activate your warranty. Also you can now view instructions without completing the registration process. If their watch is twice as good as their support or app, then it’s definitely not worth it. I’m still waiting for a callback.

For a company that produces such beautiful watches they sure need instruction for how to produce a functional app. As someone in IT, I would have fired the entire team that produced this glitchy mess. First of all, none of the numbers on the tag matched the watch (this might have been Amazon’s fault), so with zero instructions I find myself googling to figure out which numbers mean what on the back of the watch. Some my ask “why didn’t you use the feature to take a picture of the watch back?”. I did, but that feature doesn’t work and is garbage. I finally find my watch in the app using the movement and case number. I try to register. The serial number is blank. So since there’s no way to enter a serial number to a watch you’ve already added I’m forced to delete the watch and re-add using the serial and model (which required more googling). After all that I try to register again. I get almost to the end. I try to enter a picture of the comfirmation order and BOOM, the app crashes! UNACCEPTABLE! I managed (after 45 minutes) to register. Is this the point of the app? REALLY?! No stars if that was an option.

Every time I tried to activate my account, I would click on my personal email to authenticate my request and then it said it expired. 5x. After putting down the phone and trying again later to regain my composer, I was able to click the email and it worked. So far so good and then it asked me to attach the receipt to activate the warranty and after giving it permission to access my photo library so I can select the photos, the app simply closes. Absolutely frustrating experience and honestly, I am now upset I purchased the watch. Maybe in a day or two I will feel differently and may want to actually wear the watch, but the set-up and warranty activation were a nightmare because of the app.