Kids GPS Tracking Watch

I bought a GPS watch for my child for christmas, however the phone app does not detect the watch, this means the time and date remain incorrect, rendering the watch a mere toy. Not to mention the data and airtime in the watches sim card sitting unused with the data expiration date approaching! I have sent multiple emails and called several times, in which case I am told to send an email by the voice prompt. All I want is to speak to someone about whether or not I have set it up correctly.